teleopti

APRIL 30, 2019

We have found to achieve this, people need to work in a positive environment where they can continue to grow, remain engaged and be productive. However, the reality is many companies are experiencing a crisis of employee engagement and are simply not aware of it. Learn how to power employee engagement with WFM.

Employee engagement 80

Employee engagement Management Strategic Value Self service 80

Playvox

DECEMBER 16, 2021

Is gamification the right choice for your contact center? Are your employees excited to come to work each and every morning? Employee engagement is one of the most challenging aspects to master in the contact center. It is in every organization’s interest to have motivated employees.

Gamification 79

Gamification Contact Center Employee engagement Average Handle Time 79

CX Global Media

JULY 12, 2019

The fifth step ( Step 1 , Step 2 , Step 3 , Step 4 ) in the contact center agent journey is about agent retention. Retaining contact center agents has always been a significant focus area in contact centers. A several Expert Sessions are dedicated to the topic of on-boarding contact center agents.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Playvox

MARCH 12, 2023

Running a smooth and efficient contact center can feel like the ultimate struggle, but don’t worry, you’re not alone. Providing noteworthy customer experiences is a top priority for any business, and a well-run help desk, support center, or customer service center is the key to improving contact center performance.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

Hodusoft

OCTOBER 19, 2023

10 Effective Ways to Reduce Costs in Your BPO Contact Center Business Process Outsourcing (BPO) contact centers play a vital role in today’s modern businesses. They help manage customer interactions by serving as the initial point of contact. million in 2022 to US$34, 570.73 from 2023 to 2028.

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

Fonolo

JUNE 17, 2021

Keeping your staff motivated and satisfied in their work is vital to contact center performance. Studies show that agent engagement is linked to increased profitability, better employee performance, employee retention, and employee empowerment. How to Foster Agent Engagement in a Hybrid Contact Center.

Call Center 140

Call Center Morale Gamification Employee engagement 140

Playvox

JULY 14, 2023

Providing an ever-improving customer experience while boosting contact center agent productivity is paramount for your business. Here’s the blueprint for achieving greater agent productivity in your call center. The quality of customer service and support can also have an impact on the productivity of a contact center.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Playvox

SEPTEMBER 14, 2021

Increasingly, company culture is one of the most important factors in attracting and retaining employees, boosting agent morale and in promoting higher levels of productivity. Perks like free coffee, lunch and snacks are nice, but may only temporarily raise agent morale. What is Culture? Where Do You Begin?

Morale 59

Morale Contact Center Accountability Personalization 59

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. Specialties like customer service can feel nebulous. Here’s how. #1

Morale 48

Morale Quality management contact center workforce Employee engagement 48

Playvox

MARCH 12, 2024

Think about the last time you reached out to a contact center for one of the services or products that you purchased. You could have contacted the company in a multitude of ways — chat, text, social media, or even an “old-fashioned” telephone call.

Morale 78

Morale Gamification Contact Center Quality management 78

SharpenCX

MAY 5, 2020

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. This doesn’t have to be the case for your agents.

Contact Center 90

Contact Center Customer Service Coaching Metrics 90

24-7 InTouch

APRIL 15, 2021

After more than a full year of BPOs operating contact centers in a 100% virtual environment, there have been some key learnings and takeaways that will continue to impact the customer care industry for years to come. . Employee Engagement. Blended Model.

Contact Center 52

Contact Center Morale Employee engagement Customer Care 52

CSM Magazine

DECEMBER 15, 2022

Customer loyalty is more important than ever, and prioritizing customer service — with an excellent, dynamic, and engaged contact center — can help your company stand out. After all, your customer support team is the heart and soul of the customer experience (CX). for school pick-up.).

Contact Center 52

Contact Center Customer emotions Quality management Morale 52

SharpenCX

SEPTEMBER 14, 2021

More than a third of hourly, customer service workers feel physically and emotionally drained after an average day’s work. And, with remote work, employees are working more than ever before. At this point, nearly 50% of American employees consider themselves workaholics. It’s time to recognize all their hard work.

Call Center 128

Call Center Customer Service Surveys Employee engagement 128

Fonolo

APRIL 15, 2020

While training is vital, it isn’t enough to help employees grow professionally at your company or in their careers. It takes constant support and coaching to make sure that your customer service reps are staying on top of their duties while providing the best possible experience for the customers. Team Building.

Coaching 91

Coaching Customer Service Scripts Morale 91

Fonolo

NOVEMBER 21, 2017

Now let’s take that scenario and think about how to show the same amount of gratitude to call center agents. Even though employee appreciation may seem like common practice, most contact center agents feel unappreciated and disengaged. In the season of giving thanks, let’s send some love to contact center agents.

Contact Center 64

Contact Center Call Center Morale Employee engagement 64

Playvox

FEBRUARY 20, 2024

Not only do contact center agents want additional flexibility in their work schedules, but many leaders saw that agents did not need to be in a defined office space to get their jobs done well. By applying scores and prizes to your employees’ everyday tasks, you can make work feel more enjoyable and increase employee engagement.

Management 88

Management Gamification Calibration Quality management 88

Playvox

SEPTEMBER 7, 2021

At Playvox, we prioritize what matters most to our customers — just like you do in your contact center! That’s why our recent G2 rankings are really meaningful: people who use Playvox every day once again ranked Playvox as a leader in the Contact Center Quality Assurance market in the recent G2 Grid® Report for Fall 2021.

Contact Center 52

Contact Center Morale Quality management Employee engagement 52

Fonolo

AUGUST 24, 2021

Employees, especially call center agents, spend a significant portion of their lives at work. Your call center or contact center environment plays a big role in how engaged your agents are in their day-to-day work. How to Foster Agent Engagement in a Hybrid Contact Center. Agent morale.

Call Center 148

Call Center Morale Best practices Contact Center 148

Fonolo

AUGUST 17, 2021

After all, customer-centric companies are 60% more profitable. While incredible customer service should always be a call center’s goal, it shouldn’t be your only goal. If your agents have polite, customer interactions — that’s great! The Contact Center Guide to Managing Spikes in Call Volume.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

Playvox

MARCH 21, 2024

Let’s face it — no one contacts your contact center to tell the person who answers the phone, text, or chat to tell your organization that they love your brand, service, or product. When customer interactions are the heartbeat of business operations, one crucial factor often takes center stage – agent morale.

Morale 90

Morale Contact Center Quality management Coaching 90

SharpenCX

AUGUST 31, 2021

When organizations practice transparency with their employees, they see greater success in several areas. They have increased employee engagement, a stronger company culture, and foster a comfort that empowers employees to communicate freely. How you customize your dashboard depends on the outcome you’re looking for.

Call Center 128

Call Center Metrics Benchmark Contact Center 128

Contact Center Pipeline

OCTOBER 25, 2018

In my 25 years in the contact center industry, I have seen a lot of drama. It usually starts with increased attrition and distracted and disengaged employees, and ends with poor performance and spiraling customer satisfaction. Before I knew how to handle it, I watched it do real damage to teams and organizations.

Customer Service 127

Customer Service Contact Center Morale Employee engagement 127

SharpenCX

DECEMBER 4, 2019

Two weeks ago, I sat at my desk with my headphones on digging into the 2020 contact center trends headed your way next year. Now, rather than hiring a few more customer service reps, companies are redefining the role of an agent. And, they’re calling these mission-critical employees the “customer happiness agent.”.

Contact Center 67

Contact Center Customer Experience Wait times Contact center software 67

Fonolo

NOVEMBER 9, 2017

On any given day, contact centers run the risk of experiencing a surge in call volume. When these things happen, call centers must be prepared to address customer needs in a timely and courteous way, despite the challenging situation. Although most companies understand this, they continue to leave customers on hold.

Customer Service 59

Customer Service Morale Call Center Contact Center 59

Call Center Weekly

MAY 14, 2018

I work in a fairly large call center that has poor morale and very abysmal culture. I’m not just saying that to be dramatic – we actually received a letter from the president when we started that their job is not to build morale but to provide service for our customers.

Morale 189

Morale Call Center Contact Center Surveys 189

Ansafone

OCTOBER 6, 2017

How to Celebrate Customer Service Week All Year. The goal of Customer Service Week, which began in 1984, is to recognize those who deliver great service and value to customers. Here are five ways you can support the important, essential work of customer service staff year-round.

Customer Service 74

Customer Service Morale Call Center Contact Center 74

Fonolo

NOVEMBER 15, 2017

The customer service profession is known for high turnover rates and agent burnout, however, some professionals greatly excel in this line of work, and show tremendous aptitude for delivering excellent customer care. Patience is a sure-fire sign of someone well-equipped for the customer service profession.

Customer Service 100

Customer Service Agent burnout Best practices Call Center 100

HireIQ

DECEMBER 23, 2019

Providing a good customer service experience is more important than ever. Research from Accenture found that 68% of customers have switched providers because of bad customer service, which means that people are looking at their interactions with your brand even more than pricing in most cases.

Contact Center 52

Contact Center Morale Metrics Analytics 52

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%. Agents will be happier, which translates to happier customers. Agents are human.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53

Playvox

JANUARY 11, 2024

Call center workforce management is the art and science of having the right number of agents available at the right times to answer an accurately forecasted volume of incoming customer contacts at the service level standard set by a contact center while minimizing cost. WFM to the rescue.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

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. It is your agents that interact with your customers, they are the ones who deliver service and have the greatest impact on your Customer Experience. contact center management).

Customer Experience 119

Customer Experience Coaching Contact Center Morale 119

SharpenCX

SEPTEMBER 30, 2020

Some 79% of customers say personalized customer service is more important than personalized marketing. So when your company considers where to place its efforts in omnichannel strategy, keep your customers’ needs and interests at the forefront. Read Next] How to Boost Morale and Keep Your Remote Employees Engaged.

Chatbots 128

Chatbots Call flow Morale Contact Center 128

Hodusoft

OCTOBER 22, 2021

Therefore, maintaining improve call center productivity, agent productivity can be a difficult task for managers. One of the most important factors that determine a call center’s efficiency is productivity. Likewise, when employees are tired, overworked, or unhappy , it shows in their work. Engage agents.

Call Center 122

Call Center call center software Schedule adherence Wait times 122

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. Easier said than done, right?

Call Center 99

Call Center Contact Center Gamification Construction 99

Fonolo

MARCH 3, 2022

It is clear that completely outsourced, work-from-home, and hybrid models are all common call center scenarios these days. . FACT: 80% of call centers shifted to remote work environments after the COVID-19 pandemic. The first step we’ll take here is to help you understand the differences between virtual and in-person call centers.

virtual call center 87

virtual call center Call Center Management call center software 87

Callminer

OCTOBER 3, 2019

“One of the most surefire ways to boost employee morale and motivation is by actually listening to what they have to say. Be sure you meet regularly with your employees to check-in and make sure they’re still happy and motivated. “If Keep the three key factors of employee engagement in mind. What is the answer?

Call Center 186

Call Center Morale Employee engagement Customer centricity 186