CCNG

APRIL 20, 2022

Honesty forms the bedrock from which all legitimate success derives, and customer contact organizations challenged with attracting and retaining personnel should obsessively seek and share truth to create a culture of trust that can elevate employee and customer experience along with business performance.?

Customer Experience 195

Customer Experience CCNG Analytics Gamification 195

Outsource Consultants

JUNE 6, 2022

While the data certainly seems to indicate that fears of evaporating productivity in an at-home working environment were unfounded, maintaining employee engagement tends to take some effort. So how do you keep your remote contact center agents engaged? Implement Gamification Systems.

Gamification 128

Gamification At home agents Morale Employee engagement 128

Playvox

AUGUST 15, 2022

Contact centers succeed or fail on agent performance. Today’s top-performing contact center leaders know remote workforce training and agent engagement are the new imperatives for performance optimization. Recent research by Playvox sheds new light on the state of contact center remote work.

Contact Center 77

Contact Center Gamification Surveys Management 77

Noble Systems

AUGUST 8, 2019

Contact centers have been hiring increasing numbers of work-at-home agents in recent years and it looks like this trend is expected to grow. According to the National Association of Call Centers, over 50% of contact centers in the United States tout that some percentage of their agents are now working from home.

Gamification 65

Gamification At home agents Contact Center contact center workforce 65

Playvox

JULY 28, 2022

A contact center is a perfect place for a multigenerational team. Tapping into the capabilities of your multigenerational contact center agents is easier than you think — all it takes is a commitment from you as the leader. Keeping agents of any generation motivated starts by keeping them engaged.

Contact Center 66

Contact Center Gamification Surveys Feedback 66

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

NobelBiz

APRIL 18, 2023

Optimizing team productivity is the key to achieving this goal, and this comprehensive guide will walk you through the steps necessary to unlock your call center’s full potential. What is hyper efficiency in a contact center? Check our guide on what KPIs to follow if you want to have excellent customer service.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

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

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

Verint

AUGUST 17, 2017

The question was, “What’s keeping you up at night when you think about your contact center in 2017 and beyond.”. The responses were remarkably similar—18 of the 20 customer service professionals I interviewed voiced their concern over what can be broadly categorized as employee engagement. Don’t Panic!”

Employee engagement 30

Employee engagement Contact Center contact center workforce Gamification 30

Fonolo

JUNE 22, 2021

Despite advancements in customer service technology and automation, one thing hasn’t changed: people remain fundamental to the success of a contact center. With this in mind, it’s important that your best agents are happy and engaged enough with their work to stay put and make your contact center successful.

Call Center 151

Call Center call center software Employee engagement Gamification 151

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

Serenova

JULY 23, 2019

Most contact center agents are initially motivated by the need to pay their bills and put food on the table, but that need can usually be met elsewhere if they don’t discover more purpose. Here’s how to keep your contact center agents motivated every day: 1. Create Variety throughout the Day.

Contact Center 56

Contact Center Gamification Morale Employee engagement 56

DMG Consulting

APRIL 8, 2024

Workforce management (WFM) solutions remain essential contact center productivity tools, but today they are as important for improving the customer experience (CX), and the newest generation of applications also help to boost employee engagement. These solutions were identified by 37.5 percent and 50.0 percent and 50.0

Self service 48

Self service Agent Empowerment Contact Center Gamification 48

COPC

JANUARY 15, 2024

has partnered with Centrical to bring you the Improving Contact Center Retention Series, where we explore how organizations can reduce early attrition. This second installment of the series will offer insights into onboarding best practices for new employees.  This factor alone cuts attrition in half. 

Best practices 79

Best practices Employee engagement Coaching Feedback 79

COPC

NOVEMBER 15, 2023

Early attrition is a common and expensive problem for contact centers. However, it is possible to cut call center attrition rates and the associated costs. COPC has partnered with Centrical to bring you the Improving Contact Center Retention Series, where we will explore how organizations can reduce early attrition.

Call Center 97

Call Center Employee engagement Best practices Contact Center 97

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%. Friendly competition engages agents and motivates them to continually improve.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53

TechSee

JUNE 4, 2019

Nowhere is that truer than in call center training – bringing new agents up to speed on products, processes and the productivity expected of them. Traditionally, contact centers have trained new agents using one-on-one coaching or classroom-style role-playing, where the focus is on imparting knowledge and customer service etiquette.

Call Center 117

Call Center Technology Gamification Coaching 117

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. Most interactions that contact center agents have daily are to solve a problem or issue, adjust a payment, or ask a clarifying question.

Morale 90

Morale Contact Center Quality management Coaching 90

Noble Systems

FEBRUARY 24, 2019

Agent attrition is an epidemic that contact center leaders have unsuccessfully tried to remedy for years. To solve outbreaks caused by contaminated food, The Centers for Disease Control and Prevention (CDC) uses three types of information: epidemiologic; traceback; food and environmental testing. left within 3-6 months.

Gamification 66

Gamification Customer Service Contact Center Employee engagement 66

Balto

JUNE 3, 2022

Every contact center encounters its fair share of hurdles on the path to success. Fix-It Friday targets contact center leaders’ biggest frustrations with solution-focused content. This week, we’re talking through ways to keep remote agents engaged. How Common Are Remote Contact Center Agents?

Gamification 52

Gamification Scripts Contact Center Surveys 52

DMG Consulting

MARCH 12, 2018

Question: Our contact center only has 25 agents, what workforce optimization applications should we use? WFO suites are highly beneficial for contact centers in small to mid-size businesses (SMBs) because they provide a fully integrated and unified set of applications for managing and optimizing the operating environment.

Contact Center 48

Contact Center Gamification Coaching Analytics 48

VHT

OCTOBER 18, 2018

Contact center managers face the constant challenge of serving customers efficiently while maximizing their convenience and making the experience enjoyable. According to a 2018 Pew Internet Survey, 68% of US adults use Facebook and 24% use Twitter. Employee Engagement Technology. Social Media Customer Care.

Contact Center 48

Contact Center Gamification Employee engagement Chatbots 48

JustCall

MARCH 14, 2023

Employees are among the most valuable assets of any business, but they are even more significant when it comes to call centers and contact centers. Promoting employee productivity is paramount to ensure not only employee fulfilment but also customer satisfaction and operational efficiency.

Gamification 52

Gamification Call Center Morale Contact Center 52

Liveops

MARCH 11, 2021

Engaging with your team on a regular and frequent basis allows you to get a pulse check on their productivity and overall sentiment. Quarterly surveys are very common, however, they tend to be lagging indicators. . Try not to align employee happiness with employee engagement. Provide professional development.

Gamification 118

Gamification Enterprise Contact Center Contact center software 118

Noble Systems

DECEMBER 6, 2018

Starting a new position in a contact center can be both exhilarating and overwhelming. New employees want to get up to speed quickly on the company’s products, processes and people. Beating the odds with Gamification. After deploying gamification this figure rose to over 90%.”.

Gamification 61

Gamification Contact Center Education Call Center 61

Balto

NOVEMBER 2, 2022

The ultimate goal of managers is to ensure an efficient and successful contact center that meets or exceeds key KPIs and drives business goals. Call Center Management Roles Defined. When it comes to call center managers, there are a few different types of roles that are most common. Want to manage your call center better?

Call Center 52

Call Center Management Average Handle Time Gamification 52

Fonolo

JANUARY 29, 2019

44% of people surveyed in the U.S. The global cloud-based contact center market is expected to grow from (what was) USD 6.80 The global cloud-based contact center market is expected to grow from (what was) USD 6.80 Gamification is the future of employee engagement and attrition for the call center.

Call Center 85

Call Center Airlines Contact Center Self service 85

Fonolo

JUNE 10, 2021

While there are plenty of ways to engage call center agents, there is one low-cost, fun way to boost motivation and general satisfaction with your employees – games! How to Foster Agent Engagement in a Hybrid Contact Center. Why do games help call center agent engagement?

Call Center 91

Call Center Interactive Voice Response Gamification Contact Center 91

Liveops

MARCH 15, 2021

Engaging with your team on a regular and frequent basis allows you to get a pulse check on their productivity and overall sentiment. Quarterly surveys are very common, however, they tend to be lagging indicators. . Try not to align employee happiness with employee engagement. Provide professional development.

Gamification 62

Gamification Enterprise Contact Center Contact center software 62

RapportBoost

DECEMBER 10, 2018

Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. So, Talkdesk Enterprise Contact Center empowers companies to make their Customer Experience a competitive advantage. So, without further introductions, let’s go ahead and get started.

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

Aspect

JANUARY 21, 2019

So, it’s not surprising that contact center employees, like the rest of the human race, would like to be able to make their lives easier. Unfortunately, the contact center environment has a few more limitations. And happy employees are vital to an effective contact center.

contact center workforce 75

contact center workforce Morale Contact center software Contact Center 75

Noble Systems

MARCH 19, 2021

While many large enterprises still use these on-premise systems, SMB call centers can now take advantage of today’s cloud call center software for small businesses. Cloud Contact Center for SMBs. Let’s take a look at the best small business call center software features. Auto-Attendant and IVR.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

Natalie Petouhof

FEBRUARY 28, 2016

announced substantial enhancements to its Verint Workforce Optimization ™ software designed to help contact center, back-office and branch operations better manage the performance of employees and operations. Is the performance of employees consistent across time? What Does Gamification Have To Do With Performance?

Gamification 45

Gamification Management Analytics Metrics 45

Talkdesk

JULY 16, 2019

Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

JustCall

APRIL 5, 2023

Talkdesk often comes up as a worthy VoIP alternative, all thanks to its robust artificial intelligence (AI)-powered contact center tools. JustCall Overview JustCall is a VoIP business phone system and contact center software. However, an opaque pricing process and lack of flexibility can make users skeptical.

voip 52

voip Interactive Voice Response APIs Contact Center 52

JustCall

AUGUST 10, 2022

It also integrates with third-party solutions like HubSpot, Zendesk, Pipedrive, and Intercom, giving you the ability to create an all-rounded, robust contact center solution. It provides exceptional experiences for employees and customers. Image Source. Top Features of Cloudtalk. Image Source. Top Features of Genesys CloudX.

Interactive Voice Response 52

Interactive Voice Response voip CRM call center software 52