Hot Trends Impacting Contact Centers: Employee Engagement

Contact Center Pipeline

Agent Engagement call center contact center employee engagement VoE Voice of the Employee work environmentYou would expect to see a feature article about trends at the beginning of the year. We did that.

Contact Center Executive Outlook on Employee Engagement

Contact Center Pipeline

Employee engagement continues to top the lists of management challenges—and with good reason. Contact centers have learned a lot about employee engagement in recent years, most significantly that the foundation […]. Agent Engagement agent feedback agent retention call center contact center continuous improvement employee engagement mentoring recognition transparency

Unlock Your Employee Engagement Potential

Contact Center Pipeline

When I think about employee engagement, I relate it to a culture that includes things like trust, purpose, empowerment, development and recognition. Agent Engagement call center contact center continuous improvement employee engagement

Employee Engagement: Now is the Time

Call Center Weekly

If leadership is wondering if employee engagement is good and necessary for their teams, I would have to emphatically say, "yes, it is!" I have worked in the contact center environment for many years. Therefore, engagement must be unique and personal.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

5 Teams Coca-Cola Created That Blows the Top Off Employee Engagement

Call Center Coach

Contact centers are built on processes and systems that need to be managed and led. Because of the rapid pace of work and unforgiving workloads that come, they need to be effective and high-caliber, including employee engagement.

Why Should Contact Centers Care About Employee Engagement?

Noble Systems

But in order to ensure that this is so, every employee must also have an equally wonderful experience at work every day. So, in order to be truly customer-centric, you must first become employee-centric. Disengaged Employees Cost Money. Engaged Employees Make Money.

Eight Days a Week: The Always-On Contact Center

Contact Center Pipeline

Technology 24/7 operation call center contact center employee burnout employee engagement hybrid workforce workload balance workplace stressIn February 1965, The Beatles released a song called “Eight Days a Week” as a single to the U.S.

Why Should Contact Centers Care About Employee Engagement?

Noble Systems

But in order to ensure that this is so, every employee must also have an equally wonderful experience at work every day. So, in order to be truly customer-centric, you must first become employee-centric. Disengaged Employees Cost Money. Engaged Employees Make Money.

Engage Your Agents to Turn Around an Underperforming Contact Center

Contact Center Pipeline

Do those types of actions get enough traction to change the direction of your center’s performance? Performance Management call center contact center employee engagement employee feedback leadership performance management recognition

The Number One Factor in Your Contact Center’s Success

Speaker: Jim Rembach, President of Call Center Coach

Leadership that Engages in Contact Centers: Top Experts Reveal Secrets

Call Center Coach

The fourth step ( Step 1 , Step 2 , Step 3 ) in the contact center agent journey is about leadership that engages agents. Employee engagement has always been a problem in contact centers. Speaker Faculty on Leadership that Engages.

How Technology Is Paving the Path to Contact Center Workplace Wellness

Contact Center Pipeline

For years, organizations have embarked on workplace wellness initiatives to help reduce healthcare costs, cut absenteeism, prevent employee burnout and keep employee productivity on point.

Improving Contact Center Operations: Happiness All Around to a “T”

Contact Center Pipeline

The contact center environment can be hectic—you probably have don’t have much time or patience for a third-party outsourcer telling you how to “transform” your call center operations. I get it, having run brick-and-mortar call centers […].

Hot Trends Impacting Contact Centers: Millennials

Contact Center Pipeline

The impact that millennials are having on work environments across sectors continues to be a leading topic for contact center leaders. Technology call centers contact centers customer experience digital transformation employee engagement millennials

Game On! Using Gamification to Increase Performance and Employee Retention

Speaker: Casey Kostecka, Convergent

Why Do Contact Center Agents Stay?

Call Center Coach

Regardless of the economic cycle, turnover can be a problem for a lot of contact centers. Whether it’s just retaining any person to be in your contact center or just those high performers. The frontline supervisor ( Call Center Supervisor Success Path ).

NEW Ways to Supercharge Contact Center FCR and AHT Performance

Call Center Coach

I’ve been amazed at some of the new ways to drive agent performance in contact centers. Common KPIs like First Contact Resolution (FCR) and Average Handle Time (AHT) might be common KPIs but they ways they are being improved upon are very dynamic.

4 Ways Contact Centers Will Boost Employee Engagement in 2019

Advantage Communications

Whether you outsource your customer service to a contact center or have your own in-house team, happy and engaged employees are the very foundation of your business. Contact Center

Contact Center Supervisor Training – Contact Center Fitness Boot Camp

Call Center Coach

Supervisor training with Call Center Coach’s virtual boot camps can take on a variety of developmental areas. Virtual boot camps provide a hands-on and action-based way for contact supervisor training to deliver greater value. Our newest boot camp is on contact center fitness.

Using a Continuous Cycle of Improvement to Drive Engagement

Speaker: Dan Hale, Managing Director - Customer Care, Best Western

Trust is Important in the Contact Center

Call Center Weekly

By Celia Thomas To aid and ensure contact center agents are successful, leadership must support and values them. Trust is a result of listening to staff, engagement, and inclusion. The return on the investment we make on the agents positively effects many areas in the center.

Tear Apart and Put Together Your New Contact Center

Call Center Coach

Flexibility is often an innocently misunderstood element in the contact center technology evaluation criteria. Afterall, unless you’re evaluating and implementing a wide-array of contact center technology as part of your everyday job, it’s just impossible to keep up with.

Contact Centers Stream Past Virtual Agents to Virtual Presence

Call Center Coach

For many contact centers taking the leap to implement virtual agents to handle the simple and repetitive tasks is somewhat an easy decision to make. But for one contact center that implemented virtual agents, their call handle times quadrupled!

Why You Shouldn’t Hire Siri and Alexa in Your Contact Center

Call Center Coach

But in more ways then one, Siri and Alexa do not have the skills to be contact center agents. Thanks to Anthony Scodary of Gridspace for sharing his insight at Customer Contact Week. They need to be able to define declaratively what they want to search for in the call center.

Hot Trends Impacting Contact Centers: A Sole Source of Data

Contact Center Pipeline

In our mid-year series discussing hot topics impacting contact centers, we have presented insights from industry experts on employee engagement, IoT-enabled service strategies, artificial intelligence and millennials.

Unleashing Agent Retention in Contact Centers: Top Experts Reveal Secrets

Call Center Coach

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. Contact Center Industry Facts.

Learn How Coca-Cola Adds Life to Contact Center Employee Engagement

Call Center Coach

For many, managing morale and employee engagement in a contact center is a complete mystery. Regardless of how lost you feel now, join Joachim “Joe” Rogers, Senior Director of Customer Care Center for Coca-Cola Bottling Co. Examples of employee-led engagement teams.

Successful On-boarding in Contact Centers: Top Experts Reveal Secrets

Call Center Coach

The second step ( the first step ) in the contact center agent journey comes with the on-boarding process. In my experience seeing many contact center operations, I see this area of the agent journey being full of improvement opportunities. Contact Center Industry Facts.

Evolving employee engagement with Workforce Management (WFM)

teleopti

This is especially relevant as employees often spend more waking hours with their colleagues than they do with their own partners or families so keeping them happy and engaged should be a top priority. Learn how to power employee engagement with WFM.

How to Reimagine Tired Employee Engagement Trends with These 12 Empowering Techniques for Your Contact Center

SharpenCX

From technology that puts employees front-and-center to better vacation policies, employee engagement trends are constantly buzzed-about. Business leaders figure out the state of engagement (or more likely, disengagement) of their.

How to boost employee engagement in your contact center with 2 simple tactics

Injixo

In this post, I want to talk about employee engagement in the contact center and why it’s critical to have engaged agents. Employee Engagement

Two Factors Make It Easy for Contact Center Chat

Call Center Coach

The contact center industry can seem very fragmented at times. One thing that we must remember is there are new contact centers being opened all of the time, and in a wide range of industries. These Two Factors Make It Easy for Contact Center Chat – Click to Tweet.

Contact Center Technology Finally Enables You to Be Customer Centric

Call Center Coach

The irony of many legacy contact center communication platforms that are being used to serve customers often prevent you from doing it effectively. Also, what you wanted to create is as self-manage contact center with a very strong artificial intelligence component into it.

The Most Unlikely Source Is Blocking Contact Center Transformation

Call Center Coach

Change is hard, especially in the contact center industry. The humor of this eye-opener is that those of us in the contact center profession are supposed to be in the business of helping meet the needs of our ever-changing customer expectations.

Keeping your Contact Center Agents in their Seats: Employee Engagement is the Answer to the Aches and Pains of Attrition

SharpenCX

The post Keeping your Contact Center Agents in their Seats: Employee Engagement is the Answer to the Aches and Pains of Attrition appeared first on Sharpen Contact Center Software.

Top 3 Trends in Contact Centers Today

Call Center Coach

I met up with Justin Robbins at the opening Demo Hall Bash at the CCDemo in Las Vegas to find out about the top trends in contact centers today. What are the top 3 trends in contact center today?” AI is making the contact center agent a more valued organizational asset.”

Hot Trends Impacting Contact Centers: IoT-enabled Service Strategies

Contact Center Pipeline

In our mid-year look at five“hot” topics that have been garnering much attention recently, our last post offered insights into why employee engagement is so critical to modern contact centers.

Boost Employee Engagement by Creating a Coaching Culture Where your Agents Thrive

SharpenCX

The post Boost Employee Engagement by Creating a Coaching Culture Where your Agents Thrive appeared first on Sharpen Contact Center Software. Phones are ringing back to back. You’ve got an inbox full of unread emails.

Contact Center Agent Burnout – Part 2, Causes and Remedies

Noble Systems

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%. Contact center technologies can help.