Playvox
JULY 14, 2023
To ensure your contact center agents spend a vast majority of their time with customers resolving issues and as little time as possible on administrative tasks and after-call work, agents need the right kind of tools, processes, coaching, motivation, and goals in place. How are managers delivering coaching?
CX Global Media
AUGUST 30, 2017
People, process, technology, reporting, culture, competition, morale, data, automation, self-service – which word matters most? In my 20+ years in the contact center industry, the past three years elevated this one word to utmost importance. This prevents contact center supervisors from developing their team.”
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Serenova
MAY 1, 2020
According to research, 82% of North American employees do not think they receive adequate recognition at work, and that hurts productivity, morale and profitability—regardless of what else is happening in the world. A performance management solution like CxEngage Scoreboard can help. Often, it’s as simple as feeling appreciated.
3CLogic
AUGUST 3, 2021
To keep up with the digital competition and deliver an exceptional customer experience , contact centers must reduce their caller’s average time in queue. Failing to do so could result in a series of business challenges including lost sales, diminished customer loyalty, and damaged employee morale.
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.
Playvox
APRIL 11, 2023
Related Article: 7 Simple Tips To Give Quality Feedback In Your Call Center 3. Invest In Coaching To keep contact center agents engaged, investing in training and coaching is essential. Coaching is a critical aspect of agent engagement in contact centers.
JustCall
OCTOBER 16, 2023
Lower Efficiency : Frequent and unnecessary call transfers bring down the overall productivity and capacity of the contact center. The delayed resolution and poor results will further dampen morale. Invest in Technology for Seamless Call Transfer Modernize your contact center to facilitate smooth handoff between agents.
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