SharpenCX

OCTOBER 9, 2018

Losing agents costs your company thousands of dollars, slows productivity, and brings down agent morale. We know that attrition is taxing on contact centers, but why is. The post 8 Reasons for Agent Burnout (and how to avoid it) appeared first on Sharpen Contact Center Software.

Agent burnout 72

Agent burnout Contact center software Morale Contact Center 72

SharpenCX

APRIL 16, 2019

Poor morale in your contact center is the silent killer of productivity and performance. The post 7 Data-Backed Ways to Engage Employees (Free Pizza and Branded Swag Not Included) appeared first on Sharpen Contact Center Software. They’ll lack inspiration and motivation, and plummet customer satisfaction.

Contact center software 64

Contact center software Morale Contact Center 64

JustCall

MARCH 7, 2023

Allowing them to work from home can boost their morale and productivity and help you attract and retain talent in your organization. Further, contact centers generally look to hire agents globally or regionally for linguistic regions. Removing these out of the picture naturally makes operating a cloud contact center cheaper.

Contact Center 52

Contact Center Cloud contact Contact center software contact center solutions 52

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.

Interactive Voice Response 98

Interactive Voice Response Contact Center Contact center software contact center solutions 98

Calltools

MAY 3, 2023

Excellent customer service happens with excellent contact center agents, and agents achieve excellence when you help them flip the switch on that vicious cycle. When you help your agents become motivated and engaged, improve their skills, and satisfy customers, the whole team’s morale and confidence are bolstered.

Contact Center 98

Contact Center Coaching Average Handle Time Analytics 98

SharpenCX

JULY 24, 2018

A revolving-door of agents (on average, 45 percent) isn’t good for morale, or for your customers. The post Don’t Settle for Satisfied Agents appeared first on Sharpen Contact Center Software. Are your agents happy, or happy enough? We have to talk about agent experience [.]. We have to talk about agent experience [.].

Contact center software 59

Contact center software Morale Coaching Contact Center 59

SharpenCX

JUNE 15, 2018

Contact center stress is the bane of B2C companies across the globe. Beleaguered agents cause your team’s efficiency, morale, and customer satisfaction to plummet. The post 4 Causes of Contact Center Stress Managers can Absolutely Fix appeared first on Sharpen Contact Center Software.

Contact Center 52

Contact Center B2C Management Contact center software 52

SharpenCX

FEBRUARY 6, 2018

Managers try their best to improve productivity and morale, but most of the time the incentives and programs:· Involve more work· Only benefit a small group· Distract from their jobsIn the end, agents are left with incentive programs that either [.].

Gamification 52

Gamification Contact Center Contact center software Morale 52

Fonolo

JUNE 9, 2020

Once you’ve selected and established the KPIs that fit your contact center’s needs, you’re ready for the next step. Most contact center software will include analytics, which you can use to measure the activity of your contact center agents over your chosen period of time (6 months, for example).

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

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.

Customer centricity 52

Customer centricity Contact Center Contact center software Morale 52

Hodusoft

OCTOBER 19, 2023

Cloud-Based Solutions: Implementing cloud-based contact center software offers better flexibility, scalability, and cost-efficiency. This technology allows contact centers to easily adjust their resources as per the call volumes, reducing the risk of overstaffing or underutilization. Ask for a Free demo!

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

Altivon

JUNE 7, 2020

Virtually all major contact center software vendors stepped up to the plate, offering free interim licensing. It enables greater schedule flexibility and employee morale. We leverage contact center software and team-oriented tools to stay connected with our customers and our teammates.

Contact Center 52

Contact Center Chief Customer Officer Contact center software Morale 52

SharpenCX

MAY 12, 2020

Training is integral for providing a good customer experience, but it’s just as important in helping employee morale and engagement. Creative coaching and training ideas can be an organic way to build culture, improve morale, and help customer service agents learn and grow more. Making Training Engaging.

Contact Center 128

Contact Center Customer Service Employee engagement Coaching 128

VocalCom

JULY 1, 2019

Contact center managers should mentor them, encouraging their best practices and assisting them when they have concerns. Peers may also be paired together to encourage ongoing learning and moral support. The post Contact Center Agents: The Key to Great Customer Experiences appeared first on Vocalcom Blog.

Contact Center 48

Contact Center Customer Experience Contact center software Average Handle Time 48

Playvox

JULY 14, 2023

Do your contact center agents often place customers on hold or need to engage other agents to help them service a customer? Having contact center software in place to automatically detect holds and dead air is a great way to minimize abandonment rates, maximize efficiency, and highlight areas for improvement.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Fonolo

SEPTEMBER 21, 2023

Most contact center software will include analytics, which you can use to measure the activity of your contact center agents over your chosen period of time (6 months, for example). Plus, it shows them that their employer is willing to invest in them, which is always great for morale.

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

Playvox

FEBRUARY 13, 2023

Related Article: Surprising Ways to Use QA to Boost Agent Engagement and Morale Keep Investing In Quality Management To Stay Ahead Of The Competition You can’t manage what you can’t measure, so maintaining a solid budget for quality management should be a top priority for every customer support center.

Contact Center 78

Contact Center Quality management Calibration Coaching 78

NobelBiz

JUNE 5, 2023

An outbound lead generation call center can deliver personalized experiences by treating every interaction as an opportunity to understand and meet the unique needs of each prospect. However, it can take a toll on the morale of the call center staff.

Call Center 52

Call Center Scripts CRM Contact Center 52

VocalCom

JULY 10, 2017

Giving employees a chance to get to know one another and enjoy fun activities together away from the office can boost morale. When it comes to customer service, effective communication in the call center leads to more satisfied employees and customers who are more likely to commit to a brand for the long-term.

Call Center 54

Call Center Contact center software Morale Contact Center 54

SharpenCX

DECEMBER 30, 2019

Internally, it breaks down team morale. The post How to Keep Your Customers Happy in a World with the Highest Expectations: 6 Data-Backed Methods to Put People First and Build Positive Experiences appeared first on Sharpen Contact Center Software. Unproductive, undervalued agents can’t make customers happy.

Agent Empowerment 94

Agent Empowerment Contact Center Contact center software Morale 94

aircall

APRIL 30, 2021

Differences Between Call Routing Services & Call Routing Software. There are lots of terms to learn and understand in the world of voice and contact center software. Call routing services and software sound similar, but each has a different meaning. Call routing services are part of a business phone system.

Interactive Voice Response 62

Interactive Voice Response Contact center software Sales CRM 62

SharpenCX

MARCH 18, 2020

FlexJobs found that of the companies that allow remote work, 85% increased productivity, 90% improved employee morale, and 77% reduced operating costs. And, it’s how you’ll keep work-life balance and morale high for your agents. In fact, companies with flexible work policies reap pretty hefty rewards.

Call Center 94

Call Center Morale Coaching Cloud contact 94

NobelBiz

JULY 31, 2023

Balancing Workloads In dynamic call center environments, workload imbalances can lead to inefficiencies. This not only boosts agent morale but also ensures consistent service quality levels. Call queuing systems dynamically distribute calls, ensuring no agent is overwhelmed while others are idle.

Wait times 52

Wait times Telecommunications Call Center CRM 52

NobelBiz

MAY 6, 2022

When you appreciate somebody for their efforts in a meaningful way, this instills a sense of belonging, boosts employee morale, and reinforces that somebody values and recognizes their efforts. Along with boosting employee morale, recognition can boost retention, productivity, and employee engagement.

Contact Center 52

Contact Center Morale Call Center Employee engagement 52

SharpenCX

DECEMBER 4, 2019

One where your employee morale lives at the heart of your business. The post Build a Business Case for the Customer Happiness Agent: Contact Center Employees Live at the Core of Customer Experience Strategies in 2020 appeared first on Sharpen Contact Center Software.

Contact Center 67

Contact Center Customer Experience Wait times Contact center software 67

SharpenCX

APRIL 29, 2020

We harbored some customer goodwill and boosted agent morale and inclusion in the process. The post Meet Customer Needs Without Overwhelming Your Agents: 6 Workforce Management Strategies to Engage your Team and Still Surpass High Customer Expectations appeared first on Sharpen Contact Center Software.

Coaching 76

Coaching Management Contact Center Morale 76

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?

Metrics 52

Metrics Call Center Outbound sales Contact Center 52

Hodusoft

FEBRUARY 3, 2022

Also Read: Why should you move from Legacy PBX to Modern Contact Center Software? It is not just results, but it also increases the agents’ confidence and morale to do their best work as they know they’re experts in specific areas. Skills-based routing. Conference Call .

voip 52

voip Interactive Voice Response Analytics Contact center software 52

Hodusoft

DECEMBER 6, 2023

By embracing dynamic scripting, businesses operating call centers can easily improve the quality of customer relations, offering a positive place that ensures customers’ expectations are being met each time they get in touch with an agent. It’s a feature-rich software, designed to meet the precise needs of businesses.

call center software 59

call center software Scripts Call Center Personalization 59

SharpenCX

APRIL 22, 2020

Acting with intention and connecting your team to purpose has big benefits for team productivity, morale, and retention, too. But the sentiment remains true: make decisions that align with your values, and you’ll build loyal customers who pay back the dividends. Learn how. The customer’s best interest is at the heart of what they do. .

Customer Experience 76

Customer Experience Scripts Contact Center Contact center software 76

Callminer

AUGUST 6, 2019

If most of your agents are complaining about the same issues, listen to them, because they are the people who will be spending most of the time with the software.” – Sandie Simms, 12 Questions to Ask When Choosing Contact Centre Software , West UC; Twitter: @West_UC. Know the latest call center trends. Social media.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

SharpenCX

MAY 5, 2020

If you hold agents to a standard they believe they can’t affect, morale and engagement decline rapidly. The post Setting up Success in the Long Term: Retain and Engage Contact Center Employees by Fostering Your Customer Service Representative’s Career Goals appeared first on Sharpen Contact Center Software.

Contact Center 90

Contact Center Customer Service Coaching Metrics 90

NobelBiz

FEBRUARY 22, 2023

Today’s call center systems include gamification features that boost staff morale and motivation. Segmentation is a must Indeed, within your contact center, shrinkage rates vary widely from department to department and from team to team. Another approach to keep them competitive is to provide incentives.

Call Center 52

Call Center contact center solutions Contact Center Cloud contact 52

SharpenCX

APRIL 1, 2020

And, it gives you ample opportunities to celebrate progress, keeping morale high and teams engaged. Learn 7 projects you can share with your VP of Ops to improve business outcomes and contact center ROI. And, so they don’t feel overwhelmed trying to reach your stretch goals. Give your team ownership over each goal.

Contact Center 67

Contact Center Customer Service Agent burnout Benchmark 67

Hodusoft

JULY 3, 2023

It also increases agents’ morale. All in all, The AHT is an extremely important metric in the call center industry. Be it call center or contact center software or SMS and email broadcast software, we have the right solutions for you. Contact our team of communication experts to get a free demo.

Average Handle Time 52

Average Handle Time Abandon rate Call Center Interactive Voice Response 52

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.

Call Center 52

Call Center Coaching Contact Center Metrics 52

SharpenCX

MARCH 3, 2020

Rallying your team around a common purpose is good for morale (and good for business). Don’t — Put off adding your call center agents to your software. As a call center, you’re dependent on the effectiveness of your call center software. Learn why a central mission is critical to agent performance.

Contact Center 86

Contact Center Coaching Call Center call center software 86