TechSee

SEPTEMBER 29, 2020

Contact centers are always looking for ways to reduce costs. This is particularly true during periods of uncertainty and economic downturn, when call center cost savings contribute to business continuity. However, these drastic measures are usually short term as they negatively affect CX and employee morale.

Call Center 196

Call Center Self service Gamification Contact Center 196

Contact Center Pipeline

AUGUST 8, 2019

Since the publication of my first article in Pipeline (“Don’t Ignore the Economics of Your Contact Center,” October 2018), I have tried to bring a new voice focused on those that we govern, and have been working explicitly to frame the reality of their existence to readers (generally managers and leaders) so that all could […].

Morale 124

Morale Contact Center Government Management 124

Fonolo

JUNE 17, 2021

Keeping your staff motivated and satisfied in their work is vital to contact center performance. Employee engagement is especially important for call centers, since agent turnover tends to be higher. That’s why it’s so important to prioritize agent morale in a contact center and ensure your top performers are engaged.

Call Center 140

Call Center Morale Gamification Employee engagement 140

Fonolo

MAY 30, 2023

Managers know that call center workforce management matters. Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. That’s why contact centers are investing in it in droves. How Can WFM Help my Contact Center?

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

Fonolo

NOVEMBER 8, 2022

High call volumes are three words that can strike fear into the heart of any call center professional. Without the right preparation, even the most established operations can find themselves struggling with call demand, and trying to stay afloat when faced with an onslaught of customer queries. Interactive Voice Response.

Call Center 156

Call Center Interactive Voice Response Self service Abandon Call 156

Fonolo

SEPTEMBER 14, 2023

Executives and managers know that contact center goal-setting helps usher in progress and bring about positive change. In a busy customer service department, having an agreed-upon set of milestones helps you cross the finish line because it clarifies decision-making, keeps morale up, and can even reduce agent turnover.

Contact Center 91

Contact Center Call Center Average Handle Time Construction 91

Monet Software

NOVEMBER 11, 2020

How to treat employee burnout and reinvigorate call center engagement for the long haul. Do you feel it spreading through your contact center workforce? If you’re seeing symptoms of burnout in your SMB contact center, or in online interactions with certain remote agents, it’s time to do something about it.

Morale 100

Morale Agent burnout Contact Center Coaching 100

Fonolo

JULY 7, 2022

Scheduling is vital to any call center leader’s job – down to the last break. If you are looking to improve call center agent productivity and optimize your contact center operations , you must learn how to calculate call center schedule adherence. What is Call Center Schedule Adherence?

Schedule adherence 141

Schedule adherence Call Center Abandon rate Wait times 141

Fonolo

AUGUST 24, 2021

Employees, especially call center agents, spend a significant portion of their lives at work. Your call center or contact center environment plays a big role in how engaged your agents are in their day-to-day work. How to Foster Agent Engagement in a Hybrid Contact Center. Agent morale.

Call Center 148

Call Center Morale Best practices Contact Center 148

Fonolo

SEPTEMBER 1, 2022

Of course, call centers are notorious for high turnover rates. But if you’re a call center leader, it’s your job to combat that damaging trend. If you don’t, your customer service will suffer, and your call center operations will too. Why is Call Center Employee Retention Important?

Call Center 137

Call Center Abandon rate Average Handle Time Morale 137

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? How do you navigate the sea of data to extract actionable insights and make informed decisions that propel your contact center forward?

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

Callminer

JUNE 18, 2020

Employee departures can be tough to handle in the fast-paced environment of a call center. Exit interviews allow lost talent to tell you what went wrong and what aspects of your call center’s operations could stand to be updated. Why are you leaving? What frustrated you? How was your relationship with your manager?

Call Center 182

Call Center Morale Feedback Analytics 182

CSM Magazine

MARCH 28, 2024

In the busy and sometimes stressful environment of a contact center, maintaining employee well-being is both a challenge and a necessity. Industry research indicates: 74% of call center agents are at risk of burnout due to high emotional labor. 91% of call center agents experience anxiety and other mental health issues.

Contact Center 52

Contact Center Morale Call Center Feedback 52

Callminer

APRIL 21, 2020

The role of a call center manager is complex and challenging. Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more.

Call Center 182

Call Center Management Scripts Coaching 182

Callminer

FEBRUARY 10, 2020

The floor of any call center is the organization’s mission-critical space intended entirely to serve the very purpose for which the center exists – handling calls. As such, your call center’s main floor, where agents take on customer concerns daily, ought to be bound by a thoughtful and helpful set of rules.

Call Center 182

Call Center Coaching Morale Analytics 182

Fonolo

SEPTEMBER 21, 2023

Ready to level up your contact center team? Improving call center agent performance can seem overwhelming, and you might wonder where to start. TIP: Common KPIs for contact center agents can include average handle time (AHT), first call resolution (FCR), and customer satisfaction score (CSat).

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

Callminer

FEBRUARY 24, 2020

Cultivating a productive call center environment involves optimizing many different facets of its operations. From facility design to computer systems and software integrations, all aspects of your call center that impact its internal atmosphere can affect employee performance. Read on for actionable tips and advice.

Best practices 207

Best practices Call Center voip Analytics 207

SharpenCX

MAY 31, 2023

In the evolving world of customer service, contact centers play a vital role in ensuring customer satisfaction. However, call center agent retention continues to be a challenge for many organizations. Retaining call center agents is essential for ensuring exceptional customer service and business success.

Call Center 76

Call Center Construction Coaching Morale 76

Fonolo

JULY 27, 2021

Several centuries later, Galileo’s words still ring true for contact centers. These days, there are tons of key performance indicators (KPIs) and call center metrics to evaluate call center performance and call center agent performance. The right KPIs depend on the contact or call center.

Call Center 142

Call Center Abandon rate First call resolution Construction 142

Fonolo

AUGUST 29, 2018

This is especially true for those of us involved in the cacophony of contact centers; we are essentially the appointed, trusted ‘brand listeners’ who hear many, many voices on a given day, including those of both customers and colleagues. Contact center professionals? We call it the ‘golden rule’ of customer service.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

Fonolo

JULY 20, 2022

Have you ever asked yourself how your leadership style affects your call center operations? Things are busy for contact center leaders and there’s not much time for reflection. For contact center managers, that means you should understand: Historical data. Contact Center Leadership Styles.

Call Center 81

Call Center Morale Contact Center Feedback 81

Contact Center Pipeline

DECEMBER 29, 2021

Morale was low, which impacted calls and led to agents not staying too long. However, our call center is […]. A few years ago, my team wasn’t doing too well. So, I started experimenting with different ways to engage team members and show them some appreciation.

Contact Center 130

Contact Center Morale Call Center 130

CX Global Media

JULY 11, 2019

The fourth step ( Step 1 , Step 2 , Step 3 ) in the contact center agent journey is about leadership that engages agents. Employee engagement has always been a problem in contact centers. A several Expert Sessions are dedicated to the topic of on-boarding contact center agents. Playbook and Planner.

Contact Center 120

Contact Center CCNG Morale Coaching 120

Fonolo

JULY 14, 2020

But many contact centers had yet to take advantage of the many benefits that come from offering your contact center agents flexible working arrangements. Flex-Time is Probably Right for Your Contact Center. The short answer is: Yes, flex-time is right for your contact center.

Contact Center 126

Contact Center Morale Call Center Employee engagement 126

Fonolo

AUGUST 17, 2021

Customers want a pleasant phone experience, but not as much as they want a quick and easy call resolution. The Contact Center Guide to Managing Spikes in Call Volume. Luckily, a successful call center is within reach. The Executive Guide to Improving 6 Call Center Metrics. Lead by example.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

The Center for Client Retention

SEPTEMBER 8, 2017

Being on the phone all day and constantly dealing with customers can get tiring after a while and certainly wears on the average person which is why it is more important than ever to invest in improving contact center morale. Contact center agents are a brand’s only opportunity to speak directly with a consumer.

Morale 81

Morale Contact Center Call Center Feedback 81

Fonolo

JULY 20, 2021

You’re probably familiar with IVR, or Interactive Voice Response, is a menu system that connects customers to the information they need in your call center. Discover the Six Crucial Contact Center Trends That Will Shape 2021. Adopt call-back technology. Here are some tips to optimize your IVR: 1.

Interactive Voice Response 142

Interactive Voice Response Call Center Abandon rate call center software 142

Calltools

MAY 3, 2023

It can’t be said enough: the level of happiness your customers’ experience is directly linked to the experience and engagement of your call center agents. 5 Tips to Enhance Agents’ Experience Your contact center agents’ experience is just as important as your customers’ experience.

Contact Center 98

Contact Center Coaching Average Handle Time Analytics 98

SharpenCX

APRIL 28, 2020

Gallup found that managers have the power to outline strategies that make the biggest difference in team morale. As a call center manager, you can play a major role in building morale on your team, no matter where they’re working. When someone notices and appreciates your hard work, it’s a great boost for morale.

Morale 90

Morale Call Center Coaching Contact center software 90

CX Global Media

JUNE 5, 2017

If you stop and think about contact center agent burnout and turnover problems, why have you not considered musculoskeletal disorders (MSDs)? Have you considered MSD as a contact center agent burnout cause? Often, contact center agents do not realize that their work activities are causing their pain.

Agent burnout 192

Agent burnout Contact Center Morale Call Center 192

Fonolo

OCTOBER 13, 2022

Reducing call center shrinkage sounds like a no-brainer. For starters, everyone knows call center agents work very hard — but no one can be at their desk 24/7. A shrinkage rate of 30-35% is considered to be acceptable in the contact center industry, and you should plan your staffing with this number in mind.

Call Center 81

Call Center Schedule adherence First call resolution Morale 81

SmartAction

NOVEMBER 22, 2023

Artificial Intelligence (AI) provides an unprecedented opportunity to revolutionize the call center experience for the 59% of your customers who prefer telephone communication. Conversational IVR breaks the mold of the traditional contact center, which focuses on efficiency at the expense of customer service.

Contact Center 88

Contact Center Interactive Voice Response Virtual Agent Management 88

CX Global Media

APRIL 27, 2017

For decades contact centers have explored ways to turn the tide of low employee engagement and low morale. But can game mechanics and adding gamification to the contact center deliver your win? Watch Brett Brosseau share insight into winning with call center gamification. Clic k to Tweet.

Gamification 227

Gamification Call Center Morale Contact Center 227

Ansafone

MAY 27, 2020

Positive morale is an important element during a national crisis. While most people are distressed, it is the leaders’ role to keep the business foundation stable, its staff morally sound, and operations smoothly.

Morale 87

Morale Contact Center Healthcare Call Center 87

Calltools

MARCH 22, 2023

While hybrid contact centers gained popularity during the pandemic, it’s clear they are here to stay. Hybrid contact centers offer many benefits both for businesses and their employees. 4 Benefits of Hybrid Contact Centers Hybrid contact centers can provide benefits for your company and team members alike.

Contact Center 98

Contact Center Gamification Morale Feedback 98

Fonolo

OCTOBER 3, 2018

Contact centers are like people: We’re all at different stages, chugging along healthily but sometimes faltering along the way. As we begin to look back at 2018, one thing is becoming clear: Not every contact center is created equal. All contact centers face barriers, and you certainly know your own intimately.

Contact Center 170

Contact Center contact center workforce Gamification Call Center 170

Monet Software

MARCH 10, 2021

The lasting impacts of COVID-19 are unknown but the accelerated shift to the remote call center workforce management is likely to endure. Will remote agents continue to represent a significant proportion of the call center workforce? The contact center workforce was already going remote. Here’s why.

Contact Center 118

Contact Center call center workforce contact center workforce Morale 118