Playvox
FEBRUARY 2, 2022
Agent burnout directly harms the quality of customer service your business provides and significantly hurts your company’s bottom line. It’s hard to ignore the fact that contact centers are plagued with high agent burnout and turnover rates. Some contact centers experience almost no turnover at all. Consider this.
Transparent BPO
AUGUST 5, 2019
Interview with Robert Gofourth, Vice President, Operations Strategy & Performance, Blue Cross Blue Shield of North Carolina Providing better customer experiences should be every contact center’s number one concern. “People call into contact centers for help, seeking resolution to a problem.
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Talkdesk
MAY 21, 2020
The Impact of Employee Engagement in the Contact Center What exactly is employee engagement? Why is it so critical to the customer experience and operational efficiency in the contact center? Employee engagement is absolutely critical to meeting and exceeding their organizational goals.
Etech GS
APRIL 30, 2019
Contacting a company in the hopes of resolving an issue only to receive less-than-impressive service is likely a scenario you’ve personally encountered at least once in your lifetime. Customers have more options than ever, and competition is fierce. Don’t Overlook the Importance of Employee Engagement.
Contact Center Pipeline
JULY 31, 2015
Our top blog post in July offered insights from AllStaff’s Eric Berg about customers’ views of offshore contact centers—why offshore centers have an image problem and the impact on Customer Effort Scores. Customer Perception: Offshore vs. America In the course […].
TechSee
NOVEMBER 3, 2020
Growing focus on reducing customer effort. Growing focus on reducing customer effort. Today’s remote support is fully integrated within the contact center workflows, enabling remote technicians and contact center agents to collaborate together to provide faster and more efficient service.
CSM Magazine
OCTOBER 17, 2023
Put Employee Engagement First When employees are disengaged and feel out of control, they are generally less productive and more likely to leave—the worst-case scenario in a tight labour market. The good news is UK contact centres appear to be on the right track by recognising the importance of agent wellbeing.
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