Blueship Call Center

OCTOBER 9, 2023

These steps, such as putting a quality assurance policy into place and seeking out candid client feedback, can assist in creating a smooth customer journey from the prospect stage through the post-sale stage. It entails bringing it up in every conversation that you, your staff, and the client have over the phone, via email, and in person.

outsourcing 75

outsourcing Call Center Customer Care Coaching 75

COPC

JANUARY 15, 2024

By providing feedback and constructive criticism, staff productivity and performance will improve.   The impact is evident: staff who receive regular, structured feedback have 73% satisfaction, compared to 49% satisfaction among those who do not. It can identify common training and knowledge gaps among teams.

Best practices 78

Best practices Employee engagement Coaching Feedback 78

Balto

OCTOBER 20, 2022

Give Regular and Consistent Feedback. Be sure to highlight where they are performing well and providing constructive feedback on areas they can improve. Be sure to highlight where they are performing well and providing constructive feedback on areas they can improve. 6) Use Gamification.

Best practices 52

Best practices Call Center Gamification Coaching 52

CSM Magazine

JULY 28, 2022

This includes, for example, the use of passive candidate search methods in social networks, work with virtual remote teams, use of “blind” recruiting technologies, gamification, and the use of artificial intelligence for personnel selection, etc. Assess Team is an easy-to-use tool for getting clear and constructive feedback.

Management 59

Management Gamification Analytics Enterprise 59

DMG Consulting

JULY 26, 2018

If you already have a QA program, involve agents in calibration sessions and providing feedback to enhance the evaluation form periodically, but no less often than every 6 months. If possible, have the lead QA person deliver this module so new agents get acquainted with them.).

Best practices 48

Best practices Call Center Calibration Gamification 48

Calabrio

AUGUST 7, 2019

ICCU invites agent representatives from each team to weigh in on important decisions, such as adherence goals, uses of gamification, scheduling policies, new program rollouts, etc. The credit union has constructed a new building to house a state-of-the-art contact center and IT operations.

Contact Center 75

Contact Center Interactive Voice Response Gamification Construction 75

ProProfs Blog

SEPTEMBER 17, 2021

Benefit surveys are a great way to collect feedback from your employees. Take Action on Employee Feedback. But are you taking timely action on the feedback? When employees see that their voice is being heard and their feedback is being implemented, they feel more inclined to share their opinion in the future.

Best practices 78

Best practices Surveys Journey mapping Gamification 78

Monet Software

APRIL 24, 2020

QM systems in particular empower supervisors to review all forms of customer contacts—calls, emails, texts and DMs—to steer daily performance, identify opportunities for improvement and feed a continual, personalized skills development cycle for each agent. Feedback mechanisms to ensure communication is a two-way street.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

Verint

NOVEMBER 27, 2017

Here are tips on how to keep your feedback requests relevant and built for optimal response rates. As times change and customer preferences evolve, so do the dos and don’ts of constructing effective surveys. The trend toward using more photos, graphics and gamification techniques is a good one, but proceed carefully.

Surveys 32

Surveys Construction Feedback Gamification 32

CX Journey

NOVEMBER 12, 2015

Legoland, home to the legendary construction toy, never struck me as a conference venue. I felt challenged to use personal stories more, and service tales are a great way for us insight professionals to bring to life research or analytics findings through the eyes of one customer. So, it makes sense to think about gamification here.

Gamification 63

Gamification Airlines Construction Coaching 63

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. It means doing many things on many levels of an organization.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Playvox

APRIL 27, 2023

Let’s take a closer look at each for a deeper understanding of how they can bring a positive transformation in the personalized service you deliver as well as your daily operational efficiency. Listen to feedback about what’s working and isn’t across the team and demonstrate that you’re taking action to address issues.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

Balto

APRIL 20, 2023

The least pressured industries were Home Improvement, Construction, and Retail. Increasing headcount was number six in the lineup, and gamification tools came in last place at only 9.43%. The most pressured industries were Transportation, Travel & Hospitality, Collections, Insurance, and Financial Services.

Contact Center 52

Contact Center Real estate Transportation Average Handle Time 52