Playvox

FEBRUARY 13, 2023

With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. But quality management is a vital area of your business — it’s what ensures your customers get top-notch service. If they don’t get it, they’re likely to move on, costing your business money in the long run.

Contact Center 78

Contact Center Quality management Calibration Coaching 78

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).

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

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? The same is true in the modern contact center. The bottom line?

Management 109

Management Employee engagement Morale Contact Center 109

NobelBiz

JUNE 19, 2023

Harnessing the power of real-time monitoring in call centers is like having a crystal ball that reveals customer needs and preferences in the moment, enabling personalized interactions that leave a lasting impression. Successfully integrating real-time call monitoring in your contact center requires a well-thought-out strategy.

Call Center 52

Call Center Coaching Contact Center Metrics 52

SharpenCX

DECEMBER 30, 2019

87% of employees who are happy with their jobs are willing to work extremely hard for their company’s customers. When your agents work hard for your customers, they reduce customer effort and build positive customer relationships. Internally, it breaks down team morale. Calculate it based on the facts.

Agent Empowerment 94

Agent Empowerment Contact Center Contact center software Morale 94

NobelBiz

AUGUST 28, 2023

Hey there, fellow contact center champions! Ready to dive deep into the heart of transforming your contact center’s performance? In this article, we’ll explore actionable strategies that will help you revolutionize your contact center’s performance and create experiences that leave customers raving.

Contact Center 98

Contact Center Multichannel Analytics Feedback 98

Mindtouch

MARCH 22, 2018

A company whose support team cannot keep pace with the rate of growth will soon see dips in its customer experience KPIs like customer satisfaction and customer effort score. The cost of agent turnover can have a significant effect on more than just the bottom line—it can diminish the customer experience considerably.

Morale 48

Morale Call Center Contact Center Customer effort 48