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

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? Mission and Values.

Morale 59

Morale Contact Center Accountability Personalization 59

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

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. It’s much the same with contact center roles. But QA can be so much more!

Morale 48

Morale Quality management contact center workforce Employee engagement 48

NobelBiz

MAY 12, 2022

Don’t miss the chance to listen to Steve talking about his experience in the contact center industry on the first episode of our podcast series. I always try and take the time to have a short, 20 minutes meeting with each new employee. You can’t just throw another piece in there without making sure that there’s synergy.

Employee engagement 52

Employee engagement Morale Contact Center Call Center 52

SharpenCX

MAY 12, 2020

Download Now: Help your agents get the hang of working in a call center with these 29 coaching techniques and facts. . The onboarding process in any call center can feel daunting. Contact center agents are the primary touchpoint your customers have with your company. Making Training Engaging.

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Contact Center Customer Service Employee engagement Coaching 128

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. If you can enable, empower, and engage your agents, you provide better interactions, which leads to higher customer retention. for school pick-up.).

Contact Center 52

Contact Center Customer emotions Quality management Morale 52

NobelBiz

MAY 6, 2022

This article will explain why employee recognition is based on creating a culture of recognition, and whether you can use reward and incentive strategies for contact centers. What is employee recognition? We often associate employee contribution with high performance, but that is not entirely the case.

Contact Center 52

Contact Center Morale Call Center Employee engagement 52

Taylor Reach Group

NOVEMBER 26, 2019

Combating the High Agent Turnover Crippling US Contact Centers. The revolving door of employee turnover is a source of frustration for any organization. contact center agent is somewhere between 30 to 45 percent, which is more than double the average for all occupations in the country. by JD Fairweather.

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Contact Center Morale Consulting Consulting 98

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? A recent study showed that 80 percent of U.S. Get Feedback.

Gamification 128

Gamification At home agents Morale Employee engagement 128

Monet Software

APRIL 24, 2020

High-speed internet, cloud-based applications and other technologies have opened a new vista for the call center—the remote agents. Most contact centers have had to quickly transition to working from home as a direct effect of COVID-19. No longer is the company limited to the talent pool surrounding the contact center.

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Contact Center Management call center workforce Average Handle Time 62

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 defined as the emotional investment employees make in their organizations.

Management 109

Management Employee engagement Morale Contact Center 109

Vistio

APRIL 1, 2024

Instead, companies must look to innovative contact center technology solutions like Vistio, which offers next-best-action guidance and automation, to prepare their customer service agents fully. Join us as we delve into the world of contact center innovation and uncover the secrets behind exceptional customer service.

Accountability 52

Accountability Customer Service Contact Center Morale 52

Contact Center Pipeline

OCTOBER 25, 2017

So, I was thrilled to win movie tickets as part of a contact center sales campaign back when I was an agent. What motivates one person may demotivate another. I love movies. However, the coworker sitting next to me hated movies and was not motivated at all by this contest. Everyone is different. I am […].

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Contact Center Sales Personalization Morale 422

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

SharpenCX

MAY 5, 2020

On the other hand, over 70% of “high-retention-risk” employees want to leave because they see no future advancement in their current job. Every time you lose an agent, this loss costs your contact center $35k to $105k. Show how different personalities and skillsets apply to roles in the customer service industry.

Contact Center 90

Contact Center Customer Service Coaching Metrics 90

Outsource Consultants

DECEMBER 15, 2022

Contact center workers are increasingly pursuing opportunities for professional growth, positive working environments, and better perks. Meeting or exceeding these expectations is the key to avoiding high turnover among your call center agents. This shuffling of staff has become a struggle for many BPO providers.

Morale 67

Morale Call Center Contact Center Education 67

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

Taylor Reach Group

NOVEMBER 21, 2019

Record low unemployment has created new emphasis on employee retention in contact center operations throughout Canada and the United States. TRG helps clients optimize their contact center operations through focus on four pillars: people, process, technology and methodology. By Peg Ayers.

Contact Center 63

Contact Center Benchmark Business Process Outsourcing B2C 63

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. contact center management). In this section, we will focus on what motivates agents, not only to perform better but also to continue their employment with the center. Intrinsic Motivations.

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Customer Experience Coaching Contact Center Morale 119

HireIQ

DECEMBER 23, 2019

With that in mind, it’s no surprise that Forbes called employee engagement, “the wonder drug for customer satisfaction.”. Not only does a poor hire lead to lost productivity, lower staff morale and high turnover, it also has a direct impact on your company’s reputation and customer experience.

Contact Center 52

Contact Center Morale Metrics Analytics 52

Serenova

AUGUST 30, 2019

Recognition is an often underestimated but powerful employee engagement strategy. Well-recognized employees are more engaged, feel a stronger connection to their organization and have better work relationships ( Cicero ). According to Gallup Research, each employee should be recognized every seven days ( Gallup ).

Morale 60

Morale Gamification Coaching Employee engagement 60

SharpenCX

SEPTEMBER 30, 2020

Keep it personal(ized). The future of omnichannel lies in keeping things personal. Some 79% of customers say personalized customer service is more important than personalized marketing. The personal touch your customers look for often starts with your agents. And they can tell. Customers will still feel known.

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Chatbots Call flow Morale Contact Center 128

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%. Why is this so important? Agents are human. Humans have limits.

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Agent burnout Contact Center Gamification Interactive Voice Response 53

SharpenCX

SEPTEMBER 14, 2021

Whether your team is remote, hybrid, or in-person, use the first week of October to show extra appreciation to your team. Whether your team is scattered around the country, the world, or whether you’re able to meet in person, a hand-written note from managers and executives says a lot. Internal and external recognition. Have some fun!

Call Center 128

Call Center Customer Service Surveys Employee engagement 128

Monet Software

FEBRUARY 13, 2020

Many contact center leaders will often feel like Dr. Jeckyl and Mr. Hyde. Inhabiting one persona, managers strive to make employees happy, adapting to their needs and requests. One moment you’re obsessing about workforce engagement, an hour later about service levels. Is this a case of “never the twain shall meet”?

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Schedule adherence Contact Center Employee engagement Morale 77

Fonolo

MARCH 3, 2022

In an article by Destination CRM, founding partner of International Customer Management Institute (ICMI) Brad Cleveland asserts that COVID-19 shifted 80% of in-person call centers to virtual call center environments. FACT: 80% of call centers shifted to remote work environments after the COVID-19 pandemic. Moral support.

virtual call center 87

virtual call center Call Center Management call center software 87

Fonolo

APRIL 27, 2020

It’s never been more important for call center managers to support their agents. Here are our top tips for engaging remote employees and keeping agent morale high, so that you and your team can go (virtually) unimpeded for as long as you need to. Improve your communication with remote employees.

Call Center 112

Call Center Morale Contact Center Gamification 112

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

Hodusoft

OCTOBER 22, 2021

Call center managers can target other pressing issues as a result of streamlining workflow. Furthermore, allowing competent agents the freedom to retort differently and find creative ways to resolve issues can boost their morale, work engagement, and productivity. Engage agents. Set personal goals. Conclusion.

Call Center 122

Call Center call center software Schedule adherence Wait times 122

Callminer

OCTOBER 3, 2019

Good employees give each task their all, not settling for “good enough” or just doing whatever passes inspection in the end. They can handle constructive criticism without taking it personally, and they’ll be honest if you ask them questions about how things can run better. What is the answer?

Call Center 186

Call Center Morale Employee engagement Customer centricity 186

Taylor Reach Group

DECEMBER 3, 2018

If you’re wondering if what you’re saying is appropriate, picture that other person sitting silently in the corner of the office. They create development plans and systems so those with an interest in leadership can get a taste in advance. Would they feel uplifted by your conversation? If not, stop.

Contact Center 99

Contact Center Management Morale Coaching 99

Uniphore

SEPTEMBER 30, 2021

Moreover, it’s crucial to recognize your contact center agents in the right way. The Personal Touch Can Go a Long Way The biggest motivator for many people is their boss going out of their way to praise them and express gratitude for their hard work. Calling out team wins to keep morale levels high.

Morale 40

Morale Call Center Best practices Feedback 40

Fonolo

APRIL 15, 2020

Handpicked related content: 5 Creative Ways to Manage Agent Shortages in Your Contact Center. What’s more, Training programs are not usually tailored to individuals either, so a lesson may not match an employees’ goals or learning style. Keep your employees engaged in one-on-one weekly sessions. Team Building.

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Coaching Customer Service Scripts Morale 91

SharpenCX

JULY 28, 2021

And, this lack of engagement — or worse, active disengagement — has its consequences. . Low pay ruins the call center experience (and business results) with: Poor performance Low morale Absenteeism Higher attrition (and the costs that go with it). Pay has a direct effect on employee productivity and engagement.

Call center experience 67

Call center experience Call Center Brand ambassadors Morale 67

Real Blue Sky

AUGUST 9, 2022

This could not be truer in your contact center, where workplace culture is mirrored back to your customers. Our belief is that if you get the culture right, most of the other stuff like great customer service, or building a great long-term brand, or empowering employees and customers will happen on its own.”.

Contact Center 52

Contact Center Feedback Employee engagement Morale 52

Fonolo

MAY 27, 2021

Research shows that customer complaints, poor morale, and low pay all attribute to high turnover rates in the call center industry. That’s why agent engagement surveys are so important. Discover the Six Crucial Contact Center Trends That Will Shape 2021. What is the Purpose of an Agent Engagement Survey?

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Call Center Surveys Coaching Best practices 136