Playvox

FEBRUARY 2, 2022

It’s hard to ignore the fact that contact centers are plagued with high agent burnout and turnover rates. According to industry studies , average annual turnover ranges between 30-45 percent – with some centers experiencing turnover into the triple digits. Some contact centers experience almost no turnover at all.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

Playvox

DECEMBER 21, 2022

Working with virtual teams of agents in your contact center can sometimes mean you feel disconnected from them — or even worried that you aren’t able to properly manage their performance. Agents who felt their contact centers were handling remote work well told us they appreciated: Clear expectations. Communication.

Contact center software 52

Contact center software Contact Center Coaching Quality management 52

Tethr

JUNE 5, 2020

Does your contact center need a morale boost? Improve employee morale and reduce call center stress using these strategies. Call center managers earn the respect of their employees by showing them that they are not above any task. Gamification works. Be a team player. Give them a career path.

Morale 65

Morale Contact Center Gamification Scripts 65

Balto

JUNE 12, 2023

Share on Twitter Share on Facebook Share on LinkedIn Share on Email In today’s economy, contact center leaders are tasked with doing as much as possible with as few resources as possible. We talked to 400+ contact center leaders about exactly this phenomenon in order to understand how they are doing more with less.

Contact Center 52

Contact Center Coaching Gamification Upselling 52

Balto

AUGUST 22, 2022

Contact centers have been around since the1960s, and while much of the technology has changed, much has remained the same. So, it’s no wonder that when jobs are plentiful, and agents have choices, contact centers experience as much as a 100% annual turnover rate. Empowering Agents in the Contact Center.

Contact Center 52

Contact Center Scripts Gamification Coaching 52

Serenova

MARCH 31, 2020

Contact centers are still scrambling to find ways to support work-from-home (WFH) agents in the face of the coronavirus and rapidly spreading COVID-19 outbreak. With Serenova’s CxEngage Rapid Response program, contact centers can leverage a cloud solution within 48 hours. Mitigating the Toll Isolation Takes on Health.

Contact Center 90

Contact Center Gamification contact center solutions Finance 90

Noble Systems

SEPTEMBER 3, 2019

In Part 1 of this two-part series on contact center burnout we covered some of the warning signs of agent overload. According to research by Contact Babel, medium sized contact centers have an average turnover rate of 37%. Why is this so important? Agents are human. Humans have limits.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53

Hodusoft

AUGUST 9, 2023

Improving Customer Service in BPOs with Multi-Tenant Contact Center Software Noted management guru Peter F. The first option, of course! That’s the power of multi-tenant contact center software for BPOs! What is Multi-tenant Contact Center Software? Drucker once said “Do what you do best.

Contact center software 52

Contact center software Contact Center Customer Service Agent burnout 52

Fonolo

JANUARY 9, 2019

2018 was a big year for the contact center industry. We’re going to dive into all of the above on our blog this year, along with our usual coverage of industry reports, public company earnings, fun posts about call center life, findings from our sister site OnHoldWith.com , webinars, hangouts, Fonolo news (of course), and more.

Contact Center 70

Contact Center Gamification voip Chatbots 70

Fonolo

JANUARY 31, 2023

Still have questions about call center training? What is Call Center Training? Simply put, call center training is any course, seminar, video, coaching session, or other activity that teaches the skills and behavior required for success in a call center. Aim to host training monthly or quarterly.

Call Center 141

Call Center Contact Center Coaching Gamification 141

BlueOcean

DECEMBER 16, 2019

Before we sign off for the holiday break, we want to give shouts to all the frontline agents and coaches holding it down for clients and customers in contact centers everywhere. A reminder that the struggle to sustain morale when it’s holiday season in the contact center is real. at Blue Ocean. We’d love to hear from you.

Contact Center 62

Contact Center Morale Gamification Transportation 62

Noble Systems

AUGUST 4, 2020

Collection contact centers continue to face a number of ongoing challenges including increasing global competition, changing channel preferences, and evolving regulatory and legal requirements, just to name a few. Omnichannel contact centers put the right information in front of collectors at the right time.

Gamification 86

Gamification Analytics Contact Center Coaching 86

Balto

APRIL 20, 2023

Share on Twitter Share on Facebook Share on LinkedIn Share on Email Contact centers find themselves at a critical juncture. Contact center leaders are tasked with creating as much value as possible with as few resources as possible, without sacrificing the customer or agent experience. How are they doing this?

Contact Center 52

Contact Center Real estate Transportation Average Handle Time 52

Calabrio

AUGUST 7, 2019

Anyone working in the contact center industry knows Customer Contact Week (CCW) to be the end-all, be-all event for customer experience, contact center and customer care professionals. Let’s take a look at a few things Idaho Central Credit Union does differently to make it a best-in-class contact center.

Contact Center 75

Contact Center Interactive Voice Response Gamification Construction 75

DMG Consulting

JANUARY 8, 2018

Question: How can we improve our contact center coaching? Coaching can include a wide range of functions facilitated by numerous contact center and workforce optimization (WFO) applications. periods of low volume) to minimize customer and contact center impacts.

Coaching 48

Coaching Contact Center Gamification Analytics 48

BlueOcean

DECEMBER 17, 2018

Of course, greater retail sales inevitably lead to higher call volume in the contact center. Here are some key tactics for coping with holiday spikes in the contact center. And, of course, keeping your team fed with treats, holiday-themed meals, and pizza will always help keep morale high.

Contact Center 54

Contact Center Morale outsourcing Gamification 54

Fonolo

NOVEMBER 23, 2021

But now, with agent engagement becoming a growing priority for call centers, it’s a great time to reimagine your approach to training your team members. Contact Center Trends: Industry Predictions for 2022. That’s why customers rely more on contact center agents now more than ever for all the information they need.

Call Center 148

Call Center Abandon rate Gamification Education 148

Outsource Consultants

AUGUST 28, 2018

A recent article by Bill Price gives the viewpoint that first contact resolution (FCR) can be the most important contact center metric that drives customer satisfaction. However, it’s often a faulty metric with how contact centers track and report it as a one-size-fits-all piece of data. We can help!

Contact Center 52

Contact Center outsourcing Gamification Call Center 52

Aspect

OCTOBER 23, 2018

While contact center agents might be ready to jump head first into the gig economy, contact center management is a bit more reluctant, and for good reason. Of course some time slots will be less desirable for agents to work like holidays or meal hours. Motivated by access to more hours, or preferred times.

Gamification 113

Gamification Contact Center Management Technology 113

DMG Consulting

APRIL 16, 2019

Workforce Optimization Ushers in the Real-Time Contact Center. It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. By Donna Fluss. who interact with them.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

TechSee

DECEMBER 16, 2021

Providing agents with refresher courses on contact center compliance and security can better prepare them to secure their networks and avoid any breaches. Expand training possibilities Getting contact center agent training right is critical to ensuring your customers have the best experience possible.

Call Center 124

Call Center Self service Gamification Contact Center 124

8x8

DECEMBER 4, 2017

The on-boarding process included an aptitude test, interviews and a multi-week training course that covered company policies, business process and handling customer communications. I eventually became manager of the customer service team of over one hundred diverse employees, with a focus on running the company’s new contact center.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

DECEMBER 4, 2017

The on-boarding process included an aptitude test, interviews and a multi-week training course that covered company policies, business process and handling customer communications. I eventually became manager of the customer service team of over one hundred diverse employees, with a focus on running the company’s new contact center.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

DECEMBER 4, 2017

The on-boarding process included an aptitude test, interviews and a multi-week training course that covered company policies, business process and handling customer communications. I eventually became manager of the customer service team of over one hundred diverse employees, with a focus on running the company’s new contact center.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

Call Center Weekly

MARCH 9, 2018

By Elaine Carr, CPLP Several years ago while interviewing for my job at ICMI, an employee asked me, “What’s the biggest training obstacle for contact centers?” It should be part of a greater corporate strategy, or at least the contact center strategy. I thought for sure this must be a trick question. It creates focus.

Contact Center 143

Contact Center Gamification Transportation outsourcing 143

Fonolo

APRIL 5, 2022

They must set strong examples of teamwork, work ethic, company values, and of course: customer service. Being a call center leader is hard work; work that’s vital to ensure a successful call center operation. How to Foster Agent Engagement in a Hybrid Contact Center. Call center agents don’t have easy jobs.

Call Center 99

Call Center Contact Center Gamification Construction 99

Noble Systems

JUNE 18, 2019

Gamification , the use of game mechanics to improve employee productivity, efficiency and engagement, provides an excellent platform for addressing all of these traits. A gamification platform that can be accessed from a mobile device keeps Gen Zers connected to the company at all times. Gamification also provides continuous feedback.

Gamification 72

Gamification Feedback Enterprise Coaching 72

Serenova

APRIL 9, 2019

For years, contact center agents were largely run by Baby Boomer and Gen X agents. However, as many contact center managers know, those same processes may not work for their Millennial (born between 1981 and 1996) and Gen Z (born in 1997 and later) counterparts. Every generation comes with its own preferences and habits.

Contact Center 40

Contact Center contact center workforce Gamification Feedback 40

Fonolo

DECEMBER 13, 2022

Of course, these plans should be tailored to specific agents. Attainable: 37% to 55% isn’t unrealistic over the course of a few months, especially with expedited training and job shadowing. . FCR is one of the most important KPIs in a call center. . Step #3: Make a List of the Problems in Your Contact Center .

Call Center 135

Call Center Average Handle Time Interactive Voice Response Abandon rate 135

NobelBiz

APRIL 18, 2022

As it overlooks three critical components: the customer experience, the rise of new communication and the new contact center technologies. Modern customers want immediate and dependable solutions, which means your call center’s efficiency must be at its peak at all times. What is call center efficiency?

Call Center 52

Call Center Interactive Voice Response Contact Center Gamification 52

Strategic Contact

NOVEMBER 2, 2016

I just returned from Dallas where I mingled with new and old friends at ICMI’s Contact Center Demo & Conference. I relish interacting with contact center professionals during the half-day and one-hour seminars that I teach. And, of course, I like to check out the latest vendor offerings. Read More »

Gamification 48

Gamification Contact Center Technology 48

Playvox

NOVEMBER 16, 2021

The company’s contact center team shifted to a remote workplace just as Sweaty Betty – and the entire athleisure industry – started to see significant market growth. But by the end of 2020, there were 150 team members on the Sweaty Betty contact center team. out of 5 from more than 8,400 customer reviews.

Quality management 78

Quality management Management Coaching Contact Center 78

UJET

NOVEMBER 3, 2020

No matter how diverse your clientele is or how many channels your contact center utilizes, intelligent routing sends your customers to the right agent or resource quickly and efficiently. And this is good for two reasons: Gamification keeps your agents more engaged in the training program. AI Streamlines Agent Training.

Customer Service 82

Customer Service Virtual Agent Interactive Voice Response Gamification 82

Serenova

JULY 7, 2020

Contact center supervisors must be equipped to better identify and tailor training programs to each agent’s skill gaps and training needs. 6 Steps and Best Practices for Your Best Call Center Staff Training Program. Contact centers must train agents to work smarter and more effectively. Embrace continuous training.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

Babelforce

MAY 19, 2022

Automated calling software can slash the time it takes to call your customers or leads, and over the course of the day, this accumulates to save your agents a significant amount of time. babelforce is a No-Code enterprise-level telephony platform that helps call centers optimize nearly every aspect of their processes. babelforce.

Gamification 52

Gamification Interactive Voice Response Call Center Self service 52

Playvox

FEBRUARY 23, 2022

Employee engagement is one of the most challenging aspects to master in the contact center. One proven way to motivate your team is to drive engagement with gamification. Today, companies worldwide are using gamification to great effect to enhance employee engagement and productivity. The Psychology Behind Gamification.

Gamification 73

Gamification Contact Center Employee engagement Morale 73

UJET

NOVEMBER 3, 2020

No matter how diverse your clientele is or how many channels your contact center utilizes, intelligent routing sends your customers to the right agent or resource quickly and efficiently. And this is good for two reasons: Gamification keeps your agents more engaged in the training program. AI Streamlines Agent Training.

Customer Service 72

Customer Service Virtual Agent Interactive Voice Response Gamification 72