CCNG

MARCH 8, 2023

As a contact center leader, you’re always looking for ways to improve performance and keep your agents happy. You know that preventing these types of scenarios is key to keeping morale high and productivity consistent—but how? We missed the warning signs during their interviews," is what one contact center leader once told me.

Morale 195

Morale Contact Center CCNG Agent burnout 195

Taylor Reach Group

JANUARY 7, 2022

But how many of us look at our contact centers and think about making this New Year the best ever? Why not make some contact center resolutions this year? Turnover has always been a contact center concern, and it’s more of a threat than ever today. Just CLICK HERE to schedule a free consultation.

Contact Center 76

Contact Center Morale Consulting Consulting 76

Taylor Reach Group

NOVEMBER 26, 2019

Combating the High Agent Turnover Crippling US Contact Centers. For contact centers, an industry known for its high attrition rate, high employee turnover can impact not just team morale and productivity, but customer acquisition and retention as well. Being in the contact center business has never been harder.

Contact Center 98

Contact Center Morale Consulting Consulting 98

Playvox

SEPTEMBER 14, 2021

Increasingly, company culture is one of the most important factors in attracting and retaining employees, boosting agent morale and in promoting higher levels of productivity. Legendary management consultant Peter Drucker is credited with saying, “Culture eats strategy for breakfast.” What is Culture? Where Do You Begin?

Morale 59

Morale Contact Center Accountability Personalization 59

CX Global Media

JULY 12, 2019

The fifth step ( Step 1 , Step 2 , Step 3 , Step 4 ) in the contact center agent journey is about agent retention. Retaining contact center agents has always been a significant focus area in contact centers. A several Expert Sessions are dedicated to the topic of on-boarding contact center agents.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Fonolo

NOVEMBER 3, 2020

Our research for The State of the Contact Center 2020 Report indicates that the change to remote work, along with increasing public scrutiny and growing corporate EQ, will cement Agent Satisfaction as the ‘Master KPI’ on which all other metrics depend. CX Expert, Speaker & Consultant. ” — Bill Quiseng.

Contact Center 167

Contact Center Consulting Consulting Coaching 167

Taylor Reach Group

MARCH 29, 2018

CX and Contact Center consulting firm, The Taylor Reach Group Inc., selected to design and develop a Virtual Contact Center for a Home Improvement Services organization. Customer Experience (CX) and Contact Center consulting firm, The Taylor Reach Group, Inc., TORONTO (PRWEB)March 28, 2018.

Contact Center 54

Contact Center virtual call center Consulting Consulting 54

Fonolo

AUGUST 29, 2019

Every year we ask: What can contact centers do to bolster their productivity, efficiency, and customer service offerings in the future? This year’s soundbites are rich with well-researched insights that a) act as a warning; and b) can help your contact center win. Learn more about Shaun here and here.

Contact Center 121

Contact Center Self service Call Center Chatbots 121

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

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. TRG helps clients optimize their contact center operations through focus on four pillars: people, process, technology and methodology. By Peg Ayers.

Contact Center 63

Contact Center Benchmark Business Process Outsourcing B2C 63

Robert Davis

DECEMBER 16, 2019

When it comes to coaching team members, we’ve seen contact center leaders reprioritize it and push it off until tomorrow, especially if coaching is not in their comfort zone. At our consultancy Robert C. By Brad Baumunk , President and COO, Robert C. Davis and Associates. At Robert C. At Robert C.

Coaching 62

Coaching Contact Center Morale Consulting 62

Beyond Philosophy

OCTOBER 28, 2021

For example, when it comes to experiences in contact centers, it’s about convenience. Carbone agrees, adding that every company has a moral obligation to create value. For example, years ago, Beyond Philosophy, my global Customer Experience consultancy, pitched a German insurance company. Subscribe today right here.

Customer Experience 243

Customer Experience Morale Consulting Consulting 243

Noble Systems

JUNE 3, 2020

Peter Drucker (legendary management consultant) is credited with saying “culture eats strategy for breakfast.” Contact centers throughout the world are faced with the daily challenge of keeping their consultants engaged and motivated and their customer service levels high. The same can be said of technology.

Morale 85

Morale Contact Center Government Consulting 85

TechSee

SEPTEMBER 29, 2020

Contact centers are always looking for ways to reduce costs. This is particularly true during periods of uncertainty and economic downturn, when call center cost savings contribute to business continuity. However, these drastic measures are usually short term as they negatively affect CX and employee morale.

Call Center 196

Call Center Self service Gamification Contact Center 196

SharpenCX

AUGUST 19, 2021

Shopify employees (called Shopifolks) tout the pros of working at the company, like: Great people Remote work (without any micromanagement) Generous PTO Growth opportunities Positive team communication and morale. They keep team morale high. It’s clear Shopify employees love their work. They’re 12% more productive.

Customer Experience 137

Customer Experience Morale Consulting Consulting 137

SharpenCX

MAY 5, 2020

Every time you lose an agent, this loss costs your contact center $35k to $105k. Considering that the average call centers in the US have turnover rates as high as 30-45% , it’s time for call center management to focus on retaining and engaging agents. Attrition is incredibly costly.

Contact Center 90

Contact Center Customer Service Coaching Metrics 90

Outsource Consultants

DECEMBER 13, 2021

What Your Contact Center Agents Want: Empowerment. Help improve team morale with gamification technology, as well as reward incentives for top performers, that can accelerate performance and make day-to-day work more enjoyable for agents. Agents are only as good as the training and resources at their fingertips.

outsourcing 128

outsourcing Gamification Morale Call Center 128

Fonolo

SEPTEMBER 1, 2022

Company culture consultant Stan Slap puts it this way: “If you can’t sell it inside, you can’t sell it outside.”. Of course, call centers are notorious for high turnover rates. But if you’re a call center leader, it’s your job to combat that damaging trend. Let’s see how we can improve call center employee retention.

Call Center 137

Call Center Abandon rate Average Handle Time Morale 137

Quiq

OCTOBER 4, 2022

My first project as a management consultant was to assist with process documentation at the then newly established NYC 311 contact center. Also, showing recognition and appreciation of their work is important in keeping morale and retention high.

Customer Service 81

Customer Service Morale Contact Center Consulting 81

CSM Magazine

OCTOBER 15, 2018

oz contact centers are sometimes too efficient for their own good leading to poor customer service and high agent attrition rates. Running a contact center takes me back to my school days and Aesop’s Fable of the ‘Tortoise and the Hare’. It all comes down to the basics so let’s start with how contact centers measure.

Contact Center 56

Contact Center contact center workforce Average Handle Time Metrics 56

Fonolo

OCTOBER 13, 2020

The COVID-19 pandemic threw a wrench in the works of many contact centers. We found a surprising and concerning trend during our analysis into the State of the Contact Center in 2020: agent attrition is getting worse. Similarly, COVID-19 could be the best thing to happen to contact center agent attrition for a long time.

Call Center 144

Call Center Contact Center Coaching contact center workforce 144

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. To find out more about how Taylor Reach can help your company with employee and the customer experience, CLICK HERE to schedule a free consultation.

Average Handle Time 125

Average Handle Time Morale Consulting Consulting 125

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

Noble Systems

APRIL 3, 2020

Some people new to the contact center industry might be wondering ‘what does IVR stand for’? IVR is an automated system generally used by contact centers that answers incoming calls and then provides a recorded message with options for the caller. A well-tuned IVR can provide a number of benefits for the call center.

Interactive Voice Response 90

Interactive Voice Response Call flow Abandon rate Contact Center 90

Outsource Consultants

AUGUST 9, 2021

Meanwhile, forcing employees to do more and more without relief creates lower employee morale, lower operational efficiency, and (ultimately) creates lower customer satisfaction and loyalty. Let’s chat during a no-risk, no-cost consultation. BPO vendors can provide multilingual agents to serve your customers. . Interested?

outsourcing 128

outsourcing Business Process Outsourcing Contact Center Morale 128

Outsource Consultants

OCTOBER 31, 2022

Saw — Your goals are aggressive when choosing a contact center, and they may seem unorthodox to some. Through contests, challenges, or bobbing for apples, you’re willing to gamify and deploy goal programs that focus on your contact center agents’ morale. No tricks, just treats.

outsourcing 67

outsourcing Morale Consulting Consulting 67

Call Center Weekly

AUGUST 14, 2017

In my opinion, there are 3 metrics that best measure a contact center's performance, and success. Sales and marketing would use these to attract more customers, while teams in the contact center were rewarded for their outstanding performance. Along with the CSAT, the others are ESAT (employee satisfaction) and quality.

Customer Service 136

Customer Service Contact Center Surveys Morale 136

NICE inContact

APRIL 3, 2019

As a growing management consulting firm headquartered in Indianapolis, IN, Engaging Solutions provides a variety of customized services to government agencies, small businesses and Fortune 500 companies. Its contact center solutions are focused largely in the Medicaid managed care sector.

Morale 55

Morale Government contact center solutions Contact Center 55

NobelBiz

JUNE 19, 2023

Harnessing the power of real-time monitoring in call centers is like having a crystal ball that reveals customer needs and preferences in the moment, enabling personalized interactions that leave a lasting impression. Successfully integrating real-time call monitoring in your contact center requires a well-thought-out strategy.

Call Center 52

Call Center Coaching Contact Center Metrics 52

TeleDirect

MAY 20, 2019

What are your expectations with your own call center? Your customer contact center requires next-gen technology, reliable infrastructure, professionally trained agents, and the flexibility to adapt with – and stay ahead of – an ever-evolving business environment. But what exactly do your customers want from your call center?

Call Center 81

Call Center outsourcing Business Process Outsourcing Morale 81

Robert Davis

JUNE 29, 2018

As a contact center CX consultant, I have seen outstanding customer experience, horrible customer experience and everything in between. For example, the outstanding contact centers do an excellent job with skill transfer, regular one-on-one coaching meetings and side-by-side coaching. One common denominator.

Coaching 48

Coaching Customer Experience Morale Contact Center 48

NobelBiz

JUNE 5, 2023

Outbound Lead Generation In a call center, outbound lead generation is typically achieved through direct communication with prospects, usually via telephone calls. Using the Right Contact Center Technology Technology plays a vital role in lead generation. Running a contact center can get expensive.

Call Center 52

Call Center Scripts CRM Contact Center 52

Call Center Weekly

OCTOBER 5, 2017

Diversity that improves and enhances culture and morale is even better. I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. I have led or consulted contact centers of various sizes across numerous industries.

Morale 84

Morale Government Contact Center Consulting 84

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

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

Eptica

SEPTEMBER 18, 2019

Date: Wednesday, September 18, 2019 Author: Anne-Merete Jensen - Senior Business Consultant 4 ways to drive recognition in your customer service team. Also, given the high turnover rates in the contact center industry, recognition can be a powerful weapon in keeping your best staff and ensuring they remain happy and motivated.

Customer Service 66

Customer Service Brand ambassadors Contact Center Average Handle Time 66

Robert C. Davis and Associates

JUNE 29, 2018

As a contact center CX consultant, I have seen outstanding customer experience, horrible customer experience and everything in between. For example, the outstanding contact centers do an excellent job with skill transfer, regular one-on-one coaching meetings and side-by-side coaching. One common denominator.

Coaching 40

Coaching Customer Experience Morale Contact Center 40