Hodusoft

OCTOBER 22, 2021

Top 10 Tips to Improve the Productivity of Your Call Center Agents. Call centers are typically considered cost centers, evaluated primarily based on the results they produce. Therefore, maintaining improve call center productivity, agent productivity can be a difficult task for managers.

Call Center 122

Call Center call center software Schedule adherence Wait times 122

SharpenCX

SEPTEMBER 14, 2021

Whether your team is remote, hybrid, or in-person, use the first week of October to show extra appreciation to your team. Whether your team is scattered around the country, the world, or whether you’re able to meet in person, a hand-written note from managers and executives says a lot. Internal and external recognition. Have some fun!

Call Center 128

Call Center Customer Service Surveys Employee engagement 128

aircall

JANUARY 28, 2019

Team morale can be hard to gauge. Although there are many ways to measure engagement and morale in the workplace, the most accurate way to know is to ask people directly. Employee engagement surveys let you get the information straight from your team, while maintaining the honesty and privacy of each team member.

Employee engagement 67

Employee engagement Surveys Morale Feedback 67

Outsource Consultants

JUNE 6, 2022

However, after taking the remote work model for a mandated test drive, many employers – including outsource call centers – have embraced the idea as a permanent option. So how do you keep your remote contact center agents engaged? A recent study showed that 80 percent of U.S. Get Feedback.

Gamification 128

Gamification At home agents Morale Employee engagement 128

Playvox

MARCH 12, 2024

When you’re working in a contact center, this is your reality — taking contact after contact, call after call, from people who either need support or are angry about their experience with your company’s product or solution. The importance of agent motivation in a call center cannot be overstated.

Morale 78

Morale Gamification Contact Center Quality management 78

Playvox

JANUARY 11, 2024

Managing forecasting, scheduling, and agent productivity in a call center is a lot like searching for the fountain of youth. While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM). But getting to this nirvana is no picnic.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Fonolo

APRIL 27, 2020

Now, more than ever, your call center agents need your support. It’s never been more important for call center managers to support their agents. Here are our top tips for engaging remote employees and keeping agent morale high, so that you and your team can go (virtually) unimpeded for as long as you need to.

Call Center 112

Call Center Morale Contact Center Gamification 112

NobelBiz

MAY 12, 2022

Because let’s admit it, you need a specific mindset to be able to enjoy your time in a call center and be able to make a career out of it. From call center agents to CEOs, everybody has to adhere to the same values. I always try and take the time to have a short, 20 minutes meeting with each new employee.

Employee engagement 52

Employee engagement Morale Contact Center Call Center 52

Monet Software

SEPTEMBER 24, 2020

Can SMB call center quality management be about more than quality? Yep, it’s the linchpin of employee engagement, too! Monitoring and scoring calls—these quality assurance (QA) tasks are constant at nearly every contact center. Call review and coaching sessions contribute to team building.

Morale 48

Morale Quality management contact center workforce Employee engagement 48

aircall

JANUARY 15, 2019

Although it may be hard to spot, and even harder to quantify, low morale can trip up even the hardest working teams. While it’s common to have one or two team members experience a bout of decreased motivation, the long term effects can cascade and wreak havoc on employee morale and grind productivity to a screeching halt.

Morale 59

Morale Customer Support Employee engagement Metrics 59

SharpenCX

JULY 28, 2021

But, what happens when a company underpays their employees ? For your call center agents, it ruins their experience at work and it tanks your contact center’s potential. . An underpaid employee is far less likely to be engaged at work. The list goes on. I’ve been overpaid for jobs that were incredibly easy.

Call center experience 67

Call center experience Call Center Brand ambassadors Morale 67

Calltools

FEBRUARY 3, 2021

A call center is only as good as its agents. Sadly, the turnover rate in call centers is high. Statistics show that call centers replace around 26 percent of their frontline agents each year. Replacing that many employees is prohibitively expensive. Hiring Call Agents. Company Culture.

Call Center 52

Call Center Sales Morale Technical Support 52

JustCall

DECEMBER 1, 2022

Remote call center employees feel they can be more flexible, productive, and satisfied while working from home. Work from home call centers must deal very cautiously with employees who prefer to work from home. Work from home call centers must deal very cautiously with employees who prefer to work from home.

Call Center 52

Call Center Management Agent burnout Scripts 52

Fonolo

JULY 14, 2020

Over 70% of employers who have implemented flexible working arrangements believe that it has had a positive impact on employee engagement and motivation. But many contact centers had yet to take advantage of the many benefits that come from offering your contact center agents flexible working arrangements.

Contact Center 126

Contact Center Morale Call Center Employee engagement 126

Outsource Consultants

DECEMBER 15, 2022

Contact center workers are increasingly pursuing opportunities for professional growth, positive working environments, and better perks. Meeting or exceeding these expectations is the key to avoiding high turnover among your call center agents. Professional development has been a key to employee satisfaction for decades.

Morale 67

Morale Call Center Contact Center Education 67

SharpenCX

MAY 12, 2020

Back in college, I took a customer service job one summer working in a call center for a nationwide moving service. Day one you’re handed large amounts of information to learn, systems to get acclimated with, and told to listen to phone calls taken by your peers. The onboarding process in any call center can feel daunting.

Contact Center 128

Contact Center Customer Service Employee engagement Coaching 128

CSR Inc.

JULY 17, 2016

Earlier this month, I discussed the growing trend towards home-based call center agents. But the role of tech in the call center industry stretches well beyond enabling virtual agents. Gamification I had written about call center ‘employee incentive’ or ‘rewards-driven’ programs (gamification) last year.

Call Center 48

Call Center Technology Gamification Coaching 48

Playvox

MARCH 21, 2024

Let’s face it — no one contacts your contact center to tell the person who answers the phone, text, or chat to tell your organization that they love your brand, service, or product. Most interactions that contact center agents have daily are to solve a problem or issue, adjust a payment, or ask a clarifying question.

Morale 90

Morale Contact Center Quality management Coaching 90

CSM Magazine

FEBRUARY 17, 2023

Call centers are known for notoriously high employee turnover. In fact, the average tenure of a call center agent is around 22 months, and the annual attrition rate among India-based call center agents ranges from 28% for in-house agents to 38% for external subcontractors.

Customer Service 52

Customer Service Call Center Morale Surveys 52

NobelBiz

MAY 6, 2022

Recent studies indicate that employees leave their jobs Latest studies indicate that the main reason employees leave their job is primarily because they don’t feel sufficiently recognized. Employees are the heartbeat of your call center. If you think about it, employees are the most important asset of your company.

Contact Center 52

Contact Center Morale Call Center Employee engagement 52

Uniphore

SEPTEMBER 30, 2021

The Personal Touch Can Go a Long Way The biggest motivator for many people is their boss going out of their way to praise them and express gratitude for their hard work. For that reason, writing a personal message to show your appreciation can help employees feel more motivated and committed to your organization.

Morale 40

Morale Call Center Best practices Feedback 40

CX Global Media

JULY 12, 2019

I see a company’s associates as their customers, and have a proven record of creating and motivating high performing teams to exceed both personal and organizational objectives. EXPERT SESSION – How Coca-Cola® Adds Life to Contact Center Employee Engagement. EXPERT SESSION – Agent Retention is Not An Accident.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

aircall

AUGUST 4, 2021

And when teams are working remotely, managers must decide how those employees can interact effectively with their in-house colleagues without undermining productivity.”. Flexibility at work means employees feel empowered to take care of personal responsibilities while contributing to greater company goals.

Employee engagement 108

Employee engagement Consulting Consulting call center software 108

Monet Software

APRIL 24, 2020

How WFM and QM combine to engage an offsite call center workforce and deliver superior CX. High-speed internet, cloud-based applications and other technologies have opened a new vista for the call center—the remote agents. No longer is the company limited to the talent pool surrounding the contact center.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

Playvox

APRIL 4, 2023

To keep turnover under control, you have to make sure your managers are trained to keep engagement up and morale high. Related Article: 7 Smart Ways to Reduce Call Center Turnover Forever The Role Of A Manager In Agent Well-Being Few things have a bigger impact on your agents’ emotional well-being than how they’re managed.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Fonolo

APRIL 15, 2020

What’s more, Training programs are not usually tailored to individuals either, so a lesson may not match an employees’ goals or learning style. Keep your employees engaged in one-on-one weekly sessions. Be sure to set up your employees with the apps, tools, and memberships they need to communicate and collaborate with the team.

Coaching 91

Coaching Customer Service Scripts Morale 91

Monet Software

FEBRUARY 13, 2020

One moment you’re obsessing about workforce engagement, an hour later about service levels. The right tools can help unify the call center’s split personality and foster an environment that is both employee- and customer-centric. The employee-friendly manager accepts that agents have lives and, well, stuff happens.

Schedule adherence 77

Schedule adherence Contact Center Employee engagement Morale 77

SharpenCX

MAY 5, 2020

Considering that the average call centers in the US have turnover rates as high as 30-45% , it’s time for call center management to focus on retaining and engaging agents. Often, call center customer service positions are perceived as entry level jobs you take just to pay the bills.

Contact Center 90

Contact Center Customer Service Coaching Metrics 90

Taylor Reach Group

DECEMBER 11, 2019

Although extrinsic motivations (such as promotion and bonuses) are very important, studies have shown that intrinsic motivations (such as self-mastery and personal enjoyment) have a longer lasting impact on retention. Agents, like everyone else, would like to reach higher levels of performance and gain personal satisfaction in doing so.

Customer Experience 119

Customer Experience Coaching Contact Center Morale 119

Callminer

OCTOBER 11, 2018

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. It’s no secret that many people can’t stand call centers…”.

Call Center 561

Call Center Metrics Contact Center Wait times 561

Call Experts

DECEMBER 28, 2018

Compensation is not the only way to keep employees happy with their job. . Secure more return for your brand by improving employee engagement, and use the culture of your organization to drive customer satisfaction. Be strategic about how to make your employees feel a sense of purpose. One call can change your business!

outsourcing 56

outsourcing Call Center Answering services Employee engagement 56

Noble Systems

OCTOBER 11, 2018

Retaining good employees is good business. Although there are many conditions that affect a company’s ability to effectively deal with the challenge of employee retention, it all really boils down to keeping employees engaged and tapping into their emotional intelligence. How do you do that? Getting Your Game On.

Gamification 74

Gamification Employee engagement Call Center Morale 74

Playvox

MARCH 12, 2023

Related Article: Team Leaders: How to Personalize your Agent Training 3. Use AI Technologies Many are starting to notice the critical role that artificial intelligence (AI) is beginning to have not only in the contact center industry but in many aspects of life.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

Call Experts

APRIL 7, 2022

Managing change means keeping track of employee morale and constantly upskilling staff to meet the needs of a company. Employees expect their employers to support their career development. While it may be expensive to hire new staff, investing in training employees will pay off in increased capabilities and retention.

Answering services 52

Answering services Morale Self service Healthcare 52

Contact Center Pipeline

OCTOBER 25, 2017

So, I was thrilled to win movie tickets as part of a contact center sales campaign back when I was an agent. What motivates one person may demotivate another. However, the coworker sitting next to me hated movies and was not motivated at all by this contest. Everyone is different. I am […].

Contact Center 422

Contact Center Sales Personalization Morale 422

SharpenCX

JULY 9, 2020

When 45% of your agents take a spin through the revolving door to leave your company each year, it isn’t good for morale. Use employee engagement surveys, 1:1 conversations and other agent-focused metrics to get insight into the core components of your agent experience. Want to ensure a happier team in your contact center?

Coaching 67

Coaching Metrics Contact Center Morale 67

Fonolo

SEPTEMBER 28, 2021

Congratulations, call center manager! There’s never a dull moment in a call center with a myriad of opportunities for growth and success. The Contact Center Guide to Managing Spikes in Call Volume. Why strong call center management is important. 7 steps to success as a call center manager.

Call Center 150

Call Center Management Agent burnout Employee engagement 150