Fonolo

DECEMBER 15, 2022

That all depends on the goals your contact center sets. It’s up to you to set those standards and provide the right support and motivation for your call center team to achieve them. And that can be an undertaking, considering all the areas of the contact center that can affect performance.

Call Center 138

Call Center Contact center software Abandon rate Self service 138

SharpenCX

JUNE 13, 2019

The post Giving Employees Belonging and Purpose: The Bottom-Line Benefits of Employee Engagement appeared first on Sharpen Contact Center Software. What on earth am I going to be when I grow up? When I was little, there were days that I thought.

Employee engagement 69

Employee engagement Contact center software Contact Center 69

Fonolo

JANUARY 18, 2022

Contact centers have experienced a wild ride throughout the pandemic – and it looks like it is continuing in a more positive direction. The global contact center industry was valued at approximately $339 billion in 2020, and is expected to reach $496 billion by 2027!

Contact Center 81

Contact Center Interactive Voice Response Call Center Contact center software 81

Playvox

JULY 14, 2023

Providing an ever-improving customer experience while boosting contact center agent productivity is paramount for your business. Here’s the blueprint for achieving greater agent productivity in your call center. The quality of customer service and support can also have an impact on the productivity of a contact center.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Fonolo

JUNE 9, 2020

Is your contact center providing the best customer experience possible? One of the most challenging aspects of running a contact center is managing your team. Metrics for Evaluating Contact Center Agent Performance. Gathering feedback from customers has become an industry standard for contact centers.

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

NobelBiz

MAY 16, 2023

Hosted technology has been available to the contact center industry for several years, although its market penetration has been modest at best. Contact centers around the globe started experimenting with it to address the challenges posed by the pandemic.

Contact Center 52

Contact Center Customer Service Interactive Voice Response contact center solutions 52

SharpenCX

MAY 16, 2022

Outbound contact centers are often considered synonymous with spammers, but when run ethically and with the right purpose, they can play a critical role in deepening your relationships with your existing customers and connecting with new ones. Inbound Vs. Outbound Contact Centers. Best Outbound Contact Center Solutions.

Contact Center 67

Contact Center Scripts Call Center call center software 67

SharpenCX

APRIL 24, 2019

Company leaders leave $483 to $605 billion on the line each year by brushing employee engagement and empowerment under the rug. The post 8 Can’t-Miss Gallup Employee Engagement Statistics: Key Facts You Need to Know from Gallup’s State of the American Workplace Report appeared first on Sharpen Contact Center Software.

Employee engagement 69

Employee engagement Contact center software Contact Center 69

SharpenCX

APRIL 3, 2019

Countless research reports and surveys pile up each year defining the business impacts of keeping your employees engaged with their work. Happier employees. The post Why Your Customers Care About These 15 Employee Engagement Statistics (And Why You Need to Do the Same Today) appeared first on Sharpen Contact Center Software.

Employee engagement 64

Employee engagement Customer Care Contact center software Contact Center 64

CSM Magazine

APRIL 15, 2020

Puzzel, a leading European Contact Center as a Service (CCaaS) provider, has announced the acquisition of U-WFM a leading provider of workforce management and optimization software. We believe there is an easier way to deploy workforce management solutions accessible to all contact centers, regardless of size.

Employee engagement 52

Employee engagement Contact center software Contact Center Marketing 52

SharpenCX

MAY 30, 2019

Learn from the Best about Driving Employee Engagement appeared first on Sharpen Contact Center Software. Company culture, a set of shared beliefs and values of a company, sets the tone for your team. The post What can you Adopt from these Must-Have Company Cultures?

Employee engagement 64

Employee engagement Contact center software Contact Center 64

SharpenCX

APRIL 4, 2019

Having employees who are content or satisfied. The post Why Engaging Your Employees Should Matter to You: The Relationship Between Employee Engagement and Providing your Customers with the Best Experience appeared first on Sharpen Contact Center Software.

Employee engagement 69

Employee engagement Contact center software Contact Center Customer Experience 69

NobelBiz

APRIL 18, 2023

Optimizing team productivity is the key to achieving this goal, and this comprehensive guide will walk you through the steps necessary to unlock your call center’s full potential. What is hyper efficiency in a contact center? Check our guide on what KPIs to follow if you want to have excellent customer service.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Playvox

OCTOBER 18, 2022

There’s a storm brewing in customer service centers, and the aftermath could create some big challenges for contact center management. But only 40% of support center managers we talked to said they were planning to continue remote work in 2022. The State of Remote Work in Contact Centers.

Contact Center 69

Contact Center Management Coaching contact center workforce 69

SharpenCX

JUNE 26, 2019

Your contact center is the all-you-can-eat buffet of customer data. The post Your Contact Center’s Data Shouldn’t be an Afterthought: How Custom Dashboards Offer Up a Critical View of Your Customer’s Satisfaction while Driving Employee Engagement appeared first on Sharpen Contact Center Software.

Employee engagement 59

Employee engagement Contact center software Contact Center 59

NobelBiz

MAY 16, 2023

Hosted technology has been available to the contact center industry for several years, although its market penetration has been modest at best. Contact centers around the globe started experimenting with it to address the challenges posed by the pandemic.

Contact Center 40

Contact Center Customer Service Interactive Voice Response contact center solutions 40

SharpenCX

MAY 12, 2020

Download Now: Help your agents get the hang of working in a call center with these 29 coaching techniques and facts. . The onboarding process in any call center can feel daunting. Contact center agents are the primary touchpoint your customers have with your company. Cross-Train Employees to Expose Them to New Situations.

Contact Center 128

Contact Center Customer Service Employee engagement Coaching 128

SharpenCX

APRIL 11, 2019

And when they don’t get the engagement they need, they leave. But what is employee engagement in your contact center, and what can you do to keep your agents? Your agents head.

Contact Center 64

Contact Center Contact center software Employee engagement 64

SharpenCX

MAY 26, 2020

It’s common for some business leaders to view their contact center teams as an afterthought. This isn’t helped by contact centers’ notoriously high turnover rates. Call center jobs are, too often, chalked up as entry-level roles. Starting with the Source of Quality CX — Your Contact Center Agents.

Contact Center 128

Contact Center Customer Service Coaching Customer Experience 128

NobelBiz

MAY 2, 2023

Welcome to this insightful blog post, where we discuss building a successful outbound lead generation strategy for contact centers. If an outbound campaign works with a list of 500 leads and only 50 persons answer back, the Contact Rate for that particular campaign will be 10%. And no wonder. And no wonder. Learn more here.

Contact Center 52

Contact Center Average Handle Time Call Center CRM 52

Serenova

MAY 29, 2020

The strain to balance taking care of employees to protect them from the coronavirus while maintaining business continuity continues for contact center leaders. As contact volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable. Every time.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

For most contact centers, surviving the first months of COVID-19 required swift operational reboots that began with major work-from-home (WFH) transitions. The strain of balancing the need to protect employees from the coronavirus while maintaining business continuity continues for contact center leaders.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

BlueOcean

NOVEMBER 6, 2019

So, we’ll take a comprehensive look at the cost of ownership of your in-house contact center – both intangible and tangible expenses – and how it compares to the cost of outsourcing. The Cost of Contact Center Infrastructure. Next, let’s look at the physical space that is home to your contact center.

outsourcing 62

outsourcing Contact Center Employee engagement Contact center software 62

Hodusoft

MARCH 21, 2024

Choosing the right contact center software can help them deal with their key challenges effortlessly, driving operational excellence and customer-centricity. Before we talk about the role of contact center software for BPOs , let’s delve into some of the most common challenges faced by BPOs.

Contact center software 52

Contact center software Business Process Outsourcing Interactive Voice Response outsourcing 52

SharpenCX

MAY 19, 2020

The Importance of Providing an Employee Development Plan. Employee engagement and retention are closely linked. Think about how this translates in your contact center. According to research out of McKinsey & Company , engaged and satisfied contact center employees are: 8.5x

Contact Center 128

Contact Center Brand ambassadors Coaching Metrics 128

Fonolo

FEBRUARY 2, 2023

Depending on your unique operational needs and gaps, you may use a different combination of technologies to automate your contact center. Let’s explore some of the benefits you can expect from an automated call center. And with the Great Resignation looming over the contact center world, you’ll need all the help you can get!

Call Center 140

Call Center Interactive Voice Response First call resolution Self service 140

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

NobelBiz

MAY 6, 2022

This article will explain why employee recognition is based on creating a culture of recognition, and whether you can use reward and incentive strategies for contact centers. What is employee recognition? We often associate employee contribution with high performance, but that is not entirely the case.

Contact Center 52

Contact Center Morale Call Center Employee engagement 52

SharpenCX

JULY 26, 2023

Every call your contact center receives brings heaps of data with it: customer information, customer preferences, product insights, customer satisfaction scores, and much more. What is Call Center Data? Call center data is any information that comes from customer interactions in your contact center.

Call Center 67

Call Center Contact Center Contact center software Coaching 67

SharpenCX

JUNE 16, 2020

On the other hand, some employees have no space at home to work and are struggling to be productive and happy. Download Now: Learn how trends in workforce management and other key areas are impacting contact centers, according to Frost & Sullivan. What is Workforce Management vs. Workforce Engagement Management?

Contact Center 67

Contact Center Management Employee engagement call center workforce 67

SharpenCX

JANUARY 23, 2020

What’s worse, a slim 21% of employees think their performance is managed in a way that motivates them to do outstanding work. Contact center managers struggle to coach for better performance. In a sea of numbers spread across 13 different screens, how do you know what levers to pull to make real changes in your contact center?

Coaching 98

Coaching Contact Center Benchmark Management 98

Hodusoft

AUGUST 4, 2021

Majority of the call and contact center organizations in the past have focused on on-site workforce technologies, overlooking remote service as sizable workers reported to the office every day. This was the case with call and contact centers the world over. Key Features – Hybrid Workforce Solution from HoduSoft.

Technology 98

Technology Contact center software Interactive Voice Response Contact Center 98

Noble Systems

APRIL 21, 2020

The heart of the call center is its people, often called representatives, or agents, who are on the front-line of these communications. Equally important is the call center software used to manage all of those contacts. Cloud based contact centers are growing in popularity.

call center software 80

call center software Call Center Technology Contact center software 80

SharpenCX

JUNE 28, 2023

Improving your customer service metrics requires a deeper look at which KPIs make sense for your contact center and the strategies you use to achieve them. What Call Center Metrics Should You Measure? This metric can help you determine if your contact center is operating efficiently. What needs to change?

Call Center 67

Call Center Metrics call center software Contact Center 67

SharpenCX

DECEMBER 4, 2019

Two weeks ago, I sat at my desk with my headphones on digging into the 2020 contact center trends headed your way next year. To firm up your business case for agent happiness (and get your ops leaders’ stamp of approval), we’re defining the ROI of a contact center filled with happy, engaged, and empowered agents.

Contact Center 67

Contact Center Customer Experience Wait times Contact center software 67

SharpenCX

JANUARY 21, 2020

A couple of years ago, Tommy Reese, Deloitte’s Contact Center Strategy Manager said , “If you treat the client like gold, then they’ll continue to buy from you and other sales will follow.”. How can you identify the successes of your contact center? Act on your data to improve contact center performance.

Metrics 76

Metrics Contact Center Abandon rate Coaching 76

SharpenCX

AUGUST 21, 2023

“Add AI to customer service software by [date] to reduce call times X% with next best actions and predictive modeling.” This is a worthwhile strategic goal for call centers because it is easily attainable with the right contact center software and best practices. Improve the employee experience. The result?

Call Center 67

Call Center First call resolution Contact Center Contact center software 67