ShepHyken
JANUARY 22, 2021
Sh e shares best practices supervisors can use for monitoring call center agents in a work-from-home scenario. COVID-19 has led us to believe that we need to rethink, amend, and strengthen our contact centers with robust technology to stay ahead of the pandemic. Real-time Remote Monitoring. Here’s how!
JustCall
MARCH 9, 2023
Did you know that 70% of customers that had their issues solved favourably in the first call would be willing to return to your business for repeat purchases? This is how important customer experience is, especially in the context of contact centers. What are Contact Center Software Solutions?
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Balto
AUGUST 22, 2022
Contact centers have been around since the1960s, and while much of the technology has changed, much has remained the same. Without some creative freedom, employee engagement can take a downward spiral. Empowering Agents in the Contact Center. Blair Pleasant President & Principal Analyst, COMMfusion LLC.
HGS
SEPTEMBER 30, 2015
Managing Knowledge Transfer During Contact Center Outsourcing Transition. Contact centers are often prone to transition. Additional mentoring of new employees by those who are more seasoned, can help mitigate the risk of high attrition and performance issues. Contact Center. employee engagement.
3CLogic
APRIL 10, 2024
With 48% of consumers stating they believe the lack of human interaction will negatively affect the service quality, and 54% of customers preferring to solve issues over the phone , offering seamless voice interactions is crucial for any leading contact center organization.
Balto
FEBRUARY 6, 2023
With year-over-year attrition rates reaching 45% or above , the contact center can seem like a transient job. But in reality, we found that while many people leave within their first year, a majority of tenured agents spend longer in the contact center than they originally planned — and they’re happy to have done so.
Robert Davis
NOVEMBER 10, 2018
Contact center consulting, training and coaching change agent and leading cloud employee engagement and performance management platform vendor unite to help organizations boost workforce effectiveness and business results. Press Release. ROSWELL, Ga. November 13, 2018 – Robert C.
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