Verint

SEPTEMBER 19, 2017

In my previous blog post , I discussed the rise to prominence of employee engagement in today’s contact center industry. As a reminder, 82 percent of participants in Saddletree Research’s recent survey of end-users ranked employee engagement as a highly important component of their contact center operational strategy.

Employee engagement 32

Employee engagement Contact Center Surveys Management 32

ShepHyken

APRIL 14, 2017

Plagued by rising costs, employee churn, absenteeism and declining standards, contact centers across the world are facing a combination of challenges unprecedented in the 50-year history of the industry. Engagement isn’t just about keeping people focused on their day-to-day workload.

Contact Center 206

Contact Center Employee engagement Technology Metrics 206

Serenova

FEBRUARY 11, 2019

If you’re a contact center leader, there’s a lot about Millennials and Generation Z worth understanding. In fact, these younger generations just may be your contact center’s BFFs. Tapping into these generational shifts is one of five trends highlighted in our e-book, Contact Center Trends You Need to Know 2019.

Contact Center 40

Contact Center contact center workforce Self service Employee engagement 40

Monet Software

NOVEMBER 11, 2020

How to treat employee burnout and reinvigorate call center engagement for the long haul. Do you feel it spreading through your contact center workforce? If you’re seeing symptoms of burnout in your SMB contact center, or in online interactions with certain remote agents, it’s time to do something about it.

Morale 100

Morale Agent burnout Contact Center Coaching 100

USAN

MAY 10, 2022

Most contact centers have been optimizing the customer experience for years. They’ve started offering a more robust omnichannel experience, allowing customers to engage with them in myriad ways and enabling agents to provide proactive service efficiently and effectively. Workforce Flexibility.

Gamification 52

Gamification Contact Center contact center workforce Employee engagement 52

Noble Systems

SEPTEMBER 29, 2020

If you’re a contact center manager, you’ve probably heard a lot about how to manage and engage your workforce with WFM and WFO – especially recently. What is Workforce Management (WFM)? WFM is a set of processes that helps optimize employee productivity. What is Workforce Optimization (WFO)?

Management 86

Management Gamification Quality management Schedule adherence 86

Monet Software

SEPTEMBER 24, 2020

Can SMB call center quality management be about more than quality? Yep, it’s the linchpin of employee engagement, too! Monitoring and scoring calls—these quality assurance (QA) tasks are constant at nearly every contact center. 3 Improve agents’ call experience. It’s much the same with contact center roles.

Morale 48

Morale Quality management contact center workforce Employee engagement 48

Verint

FEBRUARY 10, 2016

While a good bit of the discussion focuses on the customer experience—and it should—providing tools for success to the people who speak daily with your customers should be front and center as well. After all, those are the people who serve your customers and help determine if they stay loyal or not.

Employee engagement 27

Employee engagement Gamification Customer Experience contact center workforce 27

Verint

DECEMBER 15, 2017

In 2018, the contact center industry will be all about automation. contact center industry, and likely the global contact center industry. contact center industry. For these individuals, automated scoring can be introduced to the contact center at their own pace.

Quality management 29

Quality management Call Logging Management Employee engagement 29

Verint

AUGUST 23, 2017

Rapidly changing technology, shifting work-life priorities, and a surprisingly high “disengagement rate” have all collaborated to drive the need for changes—big ones—in the contact center. of employees are disengaged. We all know today’s workforce is changing quickly and dramatically. Think about that for a minute.

Gamification 42

Gamification Employee engagement Best practices Contact Center 42

Verint

DECEMBER 13, 2017

Enhancing what you have to deliver better experiences. A question being asked within many organizations is—how can we deliver better customer experiences? What solutions should we invest in to help achieve customer experience goals and meet customer expectations?

Average Handle Time 26

Average Handle Time First call resolution Employee engagement Quality management 26

Verint

JUNE 6, 2017

As discussed in a recent blog post by Laurie Wickham, the 2017 Verint Engage Global Customer Conference took place recently in Orlando, Florida with attendees from 17 countries and a variety of industries.

Employee engagement 34

Employee engagement Quality management Analytics Best practices 34

Verint

AUGUST 18, 2017

It was also interested in surfacing trends and hidden insights, as well as creating more transparency about employee performance. See how Humana has put Verint to work to help its members thrive.

Customer Service 42

Customer Service Healthcare Analytics Contact Center 42

Verint

FEBRUARY 15, 2018

If you haven’t, consider how your positive feelings about a brand partly arise from the good feelings you had about a customer service experience—or several of them. In a new article for Contact Center Pipeline , I discuss some simple, practical ways that organizations can demonstrate to their customers that they matter.

Contact Center 26

Contact Center Average Handle Time First call resolution Customer Service 26

Verint

FEBRUARY 7, 2018

Maybe you haven’t thought about this yet, but are you aware that contact centers are now using automation to modernize quality management? Automated Quality Management automates scoring of up to 100 percent of agent calls, ensuring modern, employee-empowering and cost-effective quality management.

Quality management 25

Quality management Coaching Contact Center Management 25

NobelBiz

MAY 22, 2022

The 2020 pandemic started a cascade of unforeseen changes and transformations that radically changed the contact center world. As a response to the pandemic lockdowns, call center businesses rushed to move their operations to the cloud and implement work-from-home systems ASAP. Let’s meet the experts!

call center workforce 52

call center workforce Call Center Management Gamification 52

Verint

MARCH 29, 2018

They can also share their perspectives on doing business with us in the Customer Experience Zone. Conference attendees will have the opportunity to get a sneak peek at what Verint is planning for the future in the Product Innovation Zone.

Big data 23

Big data Journey mapping Customer Experience Management 23

Verint

MAY 29, 2015

Can you remember the last time you experienced a customer service call that actually left you satisfied? When a service interaction is seamless, that moment lives on in a customer’s mind—and it sets the expectation for how all future experiences should go.

Big data 44

Big data Personalization Customer Service Management 44

Verint

OCTOBER 30, 2017

Top 5 Best Practices for Extending WFO Beyond the Contact Center. Verint’s Craig Seebach, vice president, workforce optimization strategy, will present this content at 11 a.m. The contact center is often just the start of the customer’s journey. Empower Your Employees with More Data, More Automation.

Contact Center 6

Contact Center Self service Best practices Coaching 6

Verint

JUNE 2, 2015

Verint’s Donna Denehy, enterprise workforce optimization, will present “Have You Listened to Your Customer Today?” She will explore how recording, analytics and customer feedback are all involved in the ongoing transformation of quality. CRMXchange Virtual Conference: Quality Assurance and Analytics. June 1-4; Online Webinar.

Analytics 35

Analytics Enterprise Feedback Customer effort 35

Verint

JUNE 29, 2017

The latest enhancements to the Verint Employee Engagement and Engagement Channels suites are based on feedback from our customers and the changing needs of the marketplace. Following are three customer examples of where these advancements are well underway. Global Warranty Company.

Customer Service 31

Customer Service Employee engagement Wait times Contact Center 31

Verint

FEBRUARY 21, 2018

Hear from Holland American Line, PlumChoice, NRG Energy, Allianz Worldwide Partners, Premier Bankcard and Navy Federal Credit Union on how they put Verint solutions to work to better serve their customers. Share your perspectives on doing business with us in the Customer Experience Zone.

Entertainment 36

Entertainment Best practices Journey mapping Management 36