CX Global Media

JULY 10, 2019

The third step ( Step 1 , Step 2 ) in the contact center agent journey is about developing high-performing agents. Since the advent of contact centers, it’s never been documented that technology has remedied a failed systematic approach. If fact, most often technology has accelerated poor performance in these instances.

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Contact Center Morale Coaching Analytics 120

Expivia

FEBRUARY 26, 2024

Preparing Your Contact Center for the Future: A Strategic Technology Roadmap Introduction In the rapidly evolving contact center industry, staying ahead means not just selecting the right technologies but also preparing your organization for their integration and use.

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Contact Center Technology Chatbots Call Logging 52

Playvox

MARCH 27, 2023

Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. Training programs should be designed to meet the specific needs of the contact center and its agents.

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Contact Center Gamification Coaching Quality management 84

Balto

DECEMBER 16, 2022

2022 was another year packed with shifting trends for the contact center, and 2023 shows no signs of changing course. With renewed focus on agent experience, ever-advancing AI capabilities, and the embrace of omnichannel solutions, contact center leaders face an exciting opportunity to best serve their customers in 2023.

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Contact Center Agent Empowerment Self service Scripts 52

Playvox

DECEMBER 16, 2021

Is gamification the right choice for your contact center? Employee engagement is one of the most challenging aspects to master in the contact center. That’s why many organizations are putting increased emphasis on improving their company culture in order to improve employee morale.

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Gamification Contact Center Employee engagement Average Handle Time 79

3CLogic

NOVEMBER 10, 2021

Agent retention has long been a challenge for contact centers. In fact, a recent ICMI survey shows the average contact center’s agent turnover rate was 58% year over year. So why is high employee turnover so common among contact centers? 7 Employee Retention Strategies For Contact Center Managers.

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Contact Center Interactive Voice Response Schedule adherence Average Handle Time 93

CX Global Media

JULY 8, 2019

The first step in the contact center agent journey comes with the hiring process. In my experience as a practitioner, solution provider, learner and educator in the contact center industry, I’ve reached the conclusion that we have a massive education opportunity. Conference Coverts to On-demand Learning. Free Access.

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Contact Center Education Coaching B2B 120

SharpenCX

JUNE 23, 2021

But, your contact center KPIs are an important piece of creating a happy team and happy customers. Plus, you need a high-performing, empowered contact center. But, don’t feel burdened to track the dozens of KPIs in your contact center. Active Contact Resolution. Metrics aren’t everything.

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Contact Center Abandon rate Management Metrics 101

Playvox

OCTOBER 12, 2022

For many remote contact centers, it’s time to shift into a busier season, when the stakes are especially high for customer experience. Most people, including customer service agents, are ready for a restart, which makes now the perfect time for contact center leaders to revisit their remote work playbooks.

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Best practices Contact Center Management contact center solutions 76

Playvox

NOVEMBER 3, 2021

This is more important now with the rise of contact center agents working remotely. Related: 7 Ways to Drive Cultural Change that Boosts Agent Morale. Think of the performance calibration process as the collaboration of team leaders, and it’s a crucial contact center activity that should take place as a matter of course.

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Contact Center Calibration Construction Morale 103

Monet Software

SEPTEMBER 24, 2020

Can SMB call center quality management be about more than quality? Monitoring and scoring calls—these quality assurance (QA) tasks are constant at nearly every contact center. QA hinges on call monitoring and scoring, along with good call center analytics and reporting—but then it gets personal. Here’s how. #1

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Morale Quality management contact center workforce Employee engagement 48

Uniphore

DECEMBER 6, 2021

Contact centers can have the best customer service agents and the latest and greatest technology. Contact center leaders have a lot on their plate–from ensuring customer satisfaction and encouraging technology adoption to keeping agents happy and well-trained. Experience on the Frontline.

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Contact Center Morale Coaching Technology 52

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.

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Contact Center Morale Gamification Transportation 62

CX Global Media

AUGUST 17, 2018

At Avaya we’re really focusing on the things that are making a difference within the contact center and how we interact with customers more intelligently. Jim Rembach : So now speaking of supervisors, we know that’s a critical role in the contact center – so how is it that you’re making their job easier.

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Contact Center Coaching Call Center Technology 149

Playvox

FEBRUARY 23, 2022

Employee engagement is one of the most challenging aspects to master in the contact center. That’s why many organizations are putting increased emphasis on improving their company culture in order to improve employee morale. How to Drive Engagement with Gamification in Your Contact Center.

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Gamification Contact Center Employee engagement Morale 73

Fonolo

APRIL 20, 2020

No matter what you do as a contact center manager, there’s always going to be something you didn’t prepare for. And now that crisis is upon you, here are nine things you can do right now to handle call spikes in your contact center. Keep agent morale high. It could be a freak weather event.

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Morale Interactive Voice Response Contact Center Self service 136

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.

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Contact Center Self service Call Center Chatbots 121

NICE inContact

JANUARY 17, 2019

What if the only human interaction your customers have with your brand is through an agent working at your contact center? Contact center agents have a significant impact on customer experience and thus the bottom line. Additionally, agents influence the morale of their team. Strong Listening Comprehension Skills.

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Contact Center Brand ambassadors Morale Self service 54

CX Global Media

OCTOBER 15, 2018

Most all contact center executives know they need to respond aggressively to the fact that we are in a state of massive transformation and disruption in the marketplace. The contact center has been targeted as a pivotal organizational component in this age of disruption that we live in. Supervisor Training Reset.

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Contact Center Morale Call Center Metrics 269

BlueOcean

DECEMBER 17, 2018

Of course, greater retail sales inevitably lead to higher call volume in the contact center. The best outsourcing partners go to the ends of the earth to prepare for these massive peak season holiday spikes and will not only need to address a sustained customer experience but also team morale, agent stress, and absenteeism.

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Contact Center Morale outsourcing Gamification 54

Monet Software

NOVEMBER 30, 2018

Of course, that’s not uncommon in business. The perfect sales pitch, the perfect product launch, the perfect contact center script – these are goals to chase, and if we don’t reach them we should still keep trying. With contact center performance management, the challenge is usually in the data. Who’s Leaving?

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Contact Center Management Morale Scripts 54

Fonolo

JULY 27, 2021

Several centuries later, Galileo’s words still ring true for contact centers. These days, there are tons of key performance indicators (KPIs) and call center metrics to evaluate call center performance and call center agent performance. How to Foster Agent Engagement in a Hybrid Contact Center.

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Call Center Abandon rate First call resolution Construction 142

SharpenCX

MAY 5, 2020

Each job I’ve had of course has its pros and cons. 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.

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Contact Center Customer Service Coaching Metrics 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.

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Agent burnout Contact Center Gamification Interactive Voice Response 53

Fonolo

SEPTEMBER 1, 2022

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. If you don’t, your customer service will suffer, and your call center operations will too. Let’s see how we can improve call center employee retention. Invest in training.

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Call Center Abandon rate Average Handle Time Morale 137

Fonolo

SEPTEMBER 21, 2023

Ready to level up your contact center team? Improving call center agent performance can seem overwhelming, and you might wonder where to start. TIP: Common KPIs for contact center agents can include average handle time (AHT), first call resolution (FCR), and customer satisfaction score (CSat).

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Call Center Schedule adherence Average Handle Time Construction 87

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.

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Contact Center contact center workforce Average Handle Time Metrics 56

SharpenCX

MARCH 3, 2020

In many contact centers, new-hire orientation can be disorienting. When onboarding new employees at Zappos , they offer a five-week course focused on the culture and values of the company. Rallying your team around a common purpose is good for morale (and good for business). First Impressions Matter.

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Contact Center Coaching Call Center call center software 86

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.

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Call Center Contact Center Gamification Construction 99

Talkdesk

JULY 23, 2019

One of the biggest challenges contact centers face is agent morale. That, in turn, increases morale, reduces turnover and results in measurable improvements in common Key Performance Indicators (KPIs), including better customer satisfaction scores and higher revenues per customer.

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Customer Experience Morale Contact Center Analytics 76

NobelBiz

MARCH 5, 2024

As a call center stakeholder—be it an owner, manager, or supervisor—the task of harnessing call center reporting to pinpoint areas for improvement, optimize agent performance, and ultimately enhance customer satisfaction can seem daunting. This includes calls, emails, live chat, and social media.

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Call Center Contact Center Abandon rate Average Handle Time 59

TechSee

JUNE 16, 2021

The technology has been proven to improve ROI by boosting efficiency in contact centers and field services, reducing truck rolls and dispatches, decreasing product return rates , and improving the overall customer experience. Lack of employee adoption can result in reduced productivity and morale. But first, it must be adopted.

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Best practices Wireless Enterprise Engineering 251

Serenova

AUGUST 30, 2019

However, 82% of American employees feel like they are not recognized enough by their leaders for the contributions they make, which takes a toll on productivity, morale and profitability in a workplace ( HBR ). In a contact center where employee engagement is often low and attrition is high, recognition is essential to improvement.

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Morale Gamification Coaching Employee engagement 60

Fonolo

APRIL 27, 2020

It’s never been more important for call center managers to support their agents. Here are our top tips for engaging remote employees and keeping agent morale high, so that you and your team can go (virtually) unimpeded for as long as you need to. When managing a team of remote call center agents, this is even more imperative.

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Call Center Morale Contact Center Gamification 112

Callminer

OCTOBER 11, 2018

She has a wealth of experience working alongside contact centers, improving processes and delivering engaging, effective and fun learning and development solutions. First contact resolution (FCR) measures might be…”. The single most undervalued/overlooked call center metric which is not tracked by most contact centers is…”.

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Call Center Metrics Contact Center Wait times 561

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. Each of these, of course, is at some level a reflection of the culture and practices you have embraced in your operation. contact center management).

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Customer Experience Coaching Contact Center Morale 119

Vistio

FEBRUARY 1, 2022

What do you think are some of the biggest misconceptions about, specifically contact center agents? People go into the role, of course, they want to be paid their paycheck, but there’s a purpose behind this. It’s exciting. That brings me to my next question. Hmm, biggest misconceptions. That’s one of them.

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Contact Center Customer Service Morale Engineering 52