Fonolo

NOVEMBER 21, 2017

Now let’s take that scenario and think about how to show the same amount of gratitude to call center agents. Even though employee appreciation may seem like common practice, most contact center agents feel unappreciated and disengaged. In the season of giving thanks, let’s send some love to contact center agents.

Contact Center 64

Contact Center Call Center Morale Employee engagement 64

SharpenCX

MAY 5, 2020

On the other hand, over 70% of “high-retention-risk” employees want to leave because they see no future advancement in their current job. Every time you lose an agent, this loss costs your contact center $35k to $105k. found that engaged and satisfied call-center employees are: 8.5x McKinsey & Co.

Contact Center 90

Contact Center Customer Service Coaching Metrics 90

Taylor Reach Group

NOVEMBER 21, 2019

Record low unemployment has created new emphasis on employee retention in contact center operations throughout Canada and the United States. The Taylor Reach Group (TRG) is often asked by clients to create action plans to increase employee retention in these challenging times. By Peg Ayers.

Contact Center 63

Contact Center Benchmark Business Process Outsourcing B2C 63

Taylor Reach Group

DECEMBER 11, 2019

The challenge lies in how you make you employees or in the case of a contact center, your agents happy. contact center management). In this section, we will focus on what motivates agents, not only to perform better but also to continue their employment with the center. Keep measurements simple!

Customer Experience 119

Customer Experience Coaching Contact Center Morale 119

Taylor Reach Group

JANUARY 22, 2020

When agents recognize that their income and/or upward mobility is threatened, their morale, engagement and employee satisfaction will drop, as will their commitment to helping customers. Happy employees are required to create happy customers. Make your employees unhappy at your peril.

Average Handle Time 125

Average Handle Time Morale Consulting Consulting 125

SharpenCX

APRIL 14, 2020

Or as famous management consultant Peter Drucker stated , “What gets measured gets improved.” When your employees expect to be measured on their work, they’ll behave a particular way in order to achieve that measurement. Download Now: Use contact center data to build customer experience strategies based on real customer needs.

Metrics 84

Metrics Customer Service Employee engagement Morale 84

JustCall

MARCH 14, 2023

Employees are among the most valuable assets of any business, but they are even more significant when it comes to call centers and contact centers. Promoting employee productivity is paramount to ensure not only employee fulfilment but also customer satisfaction and operational efficiency.

Gamification 52

Gamification Call Center Morale Contact Center 52

Fonolo

NOVEMBER 9, 2017

On any given day, contact centers run the risk of experiencing a surge in call volume. When these things happen, call centers must be prepared to address customer needs in a timely and courteous way, despite the challenging situation. How Should Call Centers Prepare for the Worst? Consultant, Beyond Morale.

Customer Service 59

Customer Service Morale Call Center Contact Center 59

Customer Guru

AUGUST 8, 2018

While there are many experts on this field, we have created a list (in alphabetical order) of customer experience influencers (experts, speakers, consultants, and authors) who are leaders. Amanda is a highly experienced customer experience consultant, adviser, and writer. Do follow these experts to learn from the best in business!

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

DMG Consulting

OCTOBER 11, 2019

See Figure 1, and keep in mind that RPA will be an “elephant in the room” and will negatively impact employee engagement unless it is properly addressed by management. Best Practices for Getting Employee Buy-In for RPA. Figure 1: Don’t Let the Elephant Win. Final Thoughts. Learn more at www.dmgconsult.com.

Virtual Agent 48

Virtual Agent Morale Best practices Contact Center 48

SharpenCX

FEBRUARY 25, 2020

Consulting group Korn Ferry found that employee stress levels have risen nearly 20% in three decades. And, this hurts you, team morale, and your customers. Each disengaged employee can cost you $2,246 , according to ADP. Employee engagement is directly tied to revenue growth.

Call Center 76

Call Center Morale Metrics Abandon rate 76

SharpenCX

JUNE 9, 2021

Allowing employees to work from home even just half of the time can save companies about $11,000 per employee. A survey conducted by Boston Consulting Group found that despite the challenges of the pandemic, 75% of employees feel they have maintained or even improved their productivity. Let’s be real, though.

Management 67

Management Contact Center Employee engagement Engineering 67

Fonolo

NOVEMBER 23, 2017

Next time you hear “press 1 to get a call-back” take it, you’re doing yourself and the call center a favour. Who Should Attend: VPs & Directors of Contact Centers. Consultant, Beyond Morale. Jim Rembach is a customer service and employee engagement expert. Plus So Much More! Jim Rembach.

Self service 86

Self service Wait times Morale Call Center 86

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. Modify Your Interview Process.

outsourcing 56

outsourcing Call Center Answering services Employee engagement 56

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant. Arie Goldshlager.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

DMG Consulting

JANUARY 3, 2020

Keep in mind that RPA will be an “elephant in the room” and will negatively impact employee engagement unless management properly addresses it. Best Practices for Employee Buy-In. The way to handle employee concerns regarding RPA and the real fear that a robot will replace them is to get their buy-in. Final Thoughts.

Best practices 59

Best practices Virtual Agent Morale Contact Center 59

Fonolo

NOVEMBER 15, 2017

Who Should Attend: VPs & Directors of Contact Centers. Nate Brown manages the contact center for UL EHSS, providing guidance to a cross-functional team of leaders and facilitating change to improve the overall customer experience. Consultant, Beyond Morale. Plus So Much More! The Panelists: Nate Brown.

Customer Service 100

Customer Service Agent burnout Best practices Call Center 100

SharpenCX

SEPTEMBER 17, 2019

And, 58% of execs put it on middle managers and consultants to teach frontline workforces on digital changes. Learn how custom dashboards help you tell a story supported by contact center data. Identify what’s holding you back from reaching your contact center (and company) goals. Data shouldn’t be an afterthought.

Contact Center 59

Contact Center Cloud contact Contact center software Morale 59

Fenero

SEPTEMBER 15, 2018

So how exactly do the best of call centers achieve high levels of agent engagement and retention? Craving and holding on to straight productivity metrics is probably the easiest way to malign employee morale and retention. Regular rewards boost employee morale and make them feel valued and important in the organization.

Call Center 13

Call Center Morale virtual call center Metrics 13