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. How to Foster Agent Engagement in a Hybrid Contact Center.

Call Center 142

Call Center Abandon rate First call resolution Construction 142

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

Playvox

MARCH 12, 2024

Think about the last time you reached out to a contact center for one of the services or products that you purchased. You could have contacted the company in a multitude of ways — chat, text, social media, or even an “old-fashioned” telephone call.

Morale 78

Morale Gamification Contact Center Quality management 78

Monet Software

APRIL 24, 2020

High-speed internet, cloud-based applications and other technologies have opened a new vista for the call center—the remote agents. Most contact centers have had to quickly transition to working from home as a direct effect of COVID-19. 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

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. Offer constructive feedback on agent performance and provide suggestions for enhancement.

Call Center 76

Call Center Construction Coaching Morale 76

The Call Center School

SEPTEMBER 11, 2019

From elevated productivity to increased morale, better performance, and heightened engagement, the benefits of successful call center coaching are plentiful. And yet, coaching in contact centers is often times executed ineffectively or neglected.

Coaching 59

Coaching Construction Morale Contact Center 59

Balto

OCTOBER 31, 2022

With contact center turnover nearing 50% year-over-year, a lot of attention is given to how and why employees leave their place of work — and not enough is given to how they begin their time in the workforce. Supervisors are the contact center’s superpower if you unleash them. Use Onboarding to Get Personal.

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

SharpenCX

SEPTEMBER 1, 2021

It’s likely that every agent will get constructive or negative feedback from a customer, from a peer, or from you at some point. Your goal as a manager is to make sure your contact center agents have all the tools they need to succeed in their job. Contact center agents often need to think on the fly.

Call Center 128

Call Center Coaching Contact Center Feedback 128

Fonolo

JULY 13, 2021

Do your contact center agents seem tired, irritable, or emotional? How to Foster Agent Engagement in a Hybrid Contact Center. What causes call center burnout? Stress is notoriously prevalent in call center agents. Because of this, 75% of call center agents are at risk of burnout.

Agent burnout 81

Agent burnout Call Center Morale Contact Center 81

Fonolo

APRIL 5, 2022

The cost of investing in the wrong leader is exorbitant– call center attrition and customer dissatisfaction are sure to increase if you do. How to Foster Agent Engagement in a Hybrid Contact Center. Call center agents don’t have easy jobs. Agent Engagement Will Be Critical for Contact Centers in 2022.

Call Center 99

Call Center Contact Center Gamification Construction 99

Customer Service Life

APRIL 1, 2019

Increase employee morale. It may mean having a difficult but necessary conversation, crying on your lunch break, constructively venting with a coworker or taking a mental health day. Be sure to join Jenny this May 13-16 at Contact Center Expo! Increasing productivity. Lowering healthcare costs.

Construction 144

Construction Morale Finance Contact Center 144

TLC Associates

NOVEMBER 19, 2019

The responses to your contact center RFP can help you develop a strong sense of which partners can deliver on their promises to increase your revenue and public perception. Protect your investments by visiting one of their contact centers first. Personal devices may not be used on the contact center floor.

Contact Center 40

Contact Center outsourcing Coaching Average Handle Time 40

Voxjar

JANUARY 11, 2018

First Call Resolution (FCR) is arguably the most important metric for small and midsize contact centers to track. Despite the importance of tracking FCR, small and midsize contact centers are often at a disadvantage compared to the big budgets and resources that larger contact centers have.

First call resolution 40

First call resolution Contact Center Construction Agent burnout 40

NobelBiz

SEPTEMBER 12, 2023

In the contact center realm, measuring Talk Time isn’t just about numbers; it’s the compass guiding us toward efficiency, quality, and customer satisfaction. Brad Butler, Contact Center Software Consultant @NobelBiz How is Talk Time Measured? Don’t miss out—watch today!

Metrics 52

Metrics Call Center Outbound sales Contact Center 52

Altivon

JUNE 7, 2020

They sent home everyone they could including contact center agents. We geared up to help ensure continuity for contact center and similar customer-facing operations. Contact center and associated technologies are our specialty. It enables greater schedule flexibility and employee morale.

Contact Center 52

Contact Center Chief Customer Officer Contact center software Morale 52

Fonolo

MAY 27, 2021

Research shows that customer complaints, poor morale, and low pay all attribute to high turnover rates in the call center industry. Discover the Six Crucial Contact Center Trends That Will Shape 2021. Do you receive constructive feedback from your manager? That’s why agent engagement surveys are so important.

Call Center 136

Call Center Surveys Coaching Best practices 136

Babelforce

JANUARY 20, 2022

Many contact centers are still using legacy systems , which can frustrate teams reaching for ambitious their targets. New technology, such as No-Code integrated call center software , can streamline many processes that are likely slowing your team down. The art of constructive criticism can be difficult to master.

Call Center 52

Call Center Management Construction Best practices 52

SharpenCX

APRIL 16, 2021

When you can have the tough but necessary conversations with your team members, that’s when they’re able to turn constructive feedback into action and deliver better customer service. . Balance praise and constructive feedback (with action items) to motivate agents to improve performance. Even the tough ones. So, help them.

Customer Service 67

Customer Service Construction Coaching Metrics 67

SharpenCX

JUNE 11, 2020

Yet contact center leaders still struggle to engage agents, develop their teams, and improve performance. Coaching and training in the contact center misses core components that make it stick. Let’s walk through how to handle call center performance reviews to motivate agents and improve performance, not tank morale.

Call Center 76

Call Center Coaching Contact Center Feedback 76

Babelforce

MARCH 18, 2022

Low company morale. When your contact center personnel deal with unhappy consumers regularly, that unhappiness will rub off on them. How to boost employee morale. Additionally, having the right customer service software shows that you care for customers, boosting the agents’ morale.

Customer Experience 52

Customer Experience Morale Construction Sales 52

Dialer 360

MARCH 8, 2019

Call center reps is very important as having hiring excellent contact center software. Sometimes contact center reps is being repetitive. Usually, leaders control the team which may detrimental to the well-being of any contact center. This comes to negative and constructive with criticism.

Contact Center 24

Contact Center Construction Call Center Coaching 24

Comm100

OCTOBER 30, 2017

Contact center management is a difficult job. Even as an outsider, if you’ve spent any time at all working alongside a call center or contact center you’ve probably seen the same mistakes being made by management over and over regardless of the company, the market, the product or customer base. How can I fix it?

Best practices 44

Best practices Contact Center Management outsourcing 44

SharpenCX

FEBRUARY 18, 2020

But, as a contact center manager, the stakes of your own role are high. Only 41% of contact center agents feel there’s an opportunity to grow at work. This isn’t just a time for constructive criticism, but a conversation meant to motivate. Or, maybe your call center platform keeps dropping their calls.

Call Center 84

Call Center Coaching Management Contact Center 84

Callminer

OCTOBER 3, 2019

They can handle constructive criticism without taking it personally, and they’ll be honest if you ask them questions about how things can run better. One of the most surefire ways to boost employee morale and motivation is by actually listening to what they have to say. What is the answer? This is Why. Honesty is a super-skill.

Call Center 186

Call Center Morale Employee engagement Customer centricity 186

Connecting the Dots

SEPTEMBER 7, 2020

CCMC has developed a methodology for assisting contact center, retail, human resources, and customer satisfaction managers in identifying the issues that put the loyalty and motivation of the most employees at risk. CCMC usually experiences a 40-65% response rate among contact center or front-line employees.

Surveys 62

Surveys Education Calibration Contact Center 62

JustCall

DECEMBER 1, 2022

The need of the hour is for managers of work from home call centers to assist, interact and engage with their home agents using a range of reporting, monitoring and management tools. Encourage them to openly share their thoughts and constructively challenge each other, which will significantly help to motivate remote employees.

Call Center 52

Call Center Management Agent burnout Scripts 52

Connecting the Dots

SEPTEMBER 9, 2019

CCMC has developed a methodology for assisting contact center, retail, human resources, and customer satisfaction managers in identifying the issues that put the loyalty and motivation of the most employees at risk. CCMC usually experiences a 40-65% response rate among contact center or front-line employees.

Surveys 48

Surveys Education Calibration Contact Center 48

Callminer

MAY 11, 2020

When they’ve calmed down, agree with them but give constructive criticism. Poses a risk not just for customers but for overall employee morale as well. Never, ever challenge them or antagonize them when they are in full rage mode. Let the fires die out before you make your move. Ian Kelly is the VP of Operations for NuLeaf Naturals.

Management 273

Management Customer Experience Customer Service Coaching 273

Netomi

JANUARY 5, 2022

Jeremy has more than 19 years of experience as a customer service professional leading high performing teams in the contact center. In all of her keynotes and workshops, Kate’s insights will teach you how to lead morale, engage employees like never before, and wow the customer with personal comfort. Leslie O’Flahavan.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Beyond Morale

SEPTEMBER 30, 2013

I spend a lot of my life working with customer experience and contact center leaders. Two of my most active associations are the Customer Experience Professionals Association ( CXPA ) and the Call Center Network group ( CCNG ). Everybody is looking for it. I participate in various events with different associations.

Customer centricity 63

Customer centricity Employee engagement CCNG Construction 63