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.

Contact Center 52

Contact Center Customer emotions Quality management Morale 52

Transparent BPO

AUGUST 13, 2019

Customer satisfaction with contact centers is down, according to the Contact Center Satisfaction Index 2019 from CFI Group, a market research firm. How can contact centers turn that around so that customers are left feeling positive about the interaction?

Contact Center 85

Contact Center Customer Experience Gamification Interactive Voice Response 85

SharpenCX

MAY 26, 2020

It’s common for some business leaders to view their contact center teams as an afterthought. This isn’t helped by contact centers’ notoriously high turnover rates. Call center jobs are, too often, chalked up as entry-level roles. Starting with the Source of Quality CX — Your Contact Center Agents.

Contact Center 128

Contact Center Customer Service Coaching Customer Experience 128

NICE inContact

AUGUST 22, 2019

In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. In Part Two, we will seek to address intraday management and employee engagement as components of a WFM program. Employee engagement. Intraday management.

Contact Center 54

Contact Center Management contact center workforce Employee engagement 54

NICE inContact

AUGUST 22, 2019

In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. In Part Two, we will seek to address intraday management and employee engagement as components of a WFM program. Employee engagement. Intraday management.

Contact Center 54

Contact Center Management contact center workforce Employee engagement 54

Playvox

JANUARY 25, 2024

Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? Are you taking the right steps to evolve toward workforce engagement management? If you think about that, you’ll do things differently.”

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Serenova

MAY 29, 2020

The strain to balance taking care of employees to protect them from the coronavirus while maintaining business continuity continues for contact center leaders. As contact volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable. Every time.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

For most contact centers, surviving the first months of COVID-19 required swift operational reboots that began with major work-from-home (WFH) transitions. The strain of balancing the need to protect employees from the coronavirus while maintaining business continuity continues for contact center leaders.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

Taylor Reach Group

MARCH 8, 2019

What is a high performance contact center? So a High performance contact center is one that meets or exceeds the performance parameters or metrics expected of it. In contact center these parameters will include quantitative: grade of services, AHT, ATT, ASA etc., By Colin Taylor. measures.

Contact Center 95

Contact Center Accountability Entertainment First call resolution 95

Robert Davis

APRIL 7, 2020

Now that your people are working from home because of COVID-19, how do you keep them engaged? How do you help them balance all of those KPIs when service levels are still suffering? Your supervisors need these people skills that build employee engagement. How do you keep them focused on their KPIs? Coordinate.

Contact Center 62

Contact Center Coaching Virtual Agent Employee engagement 62

CX Accelerator

DECEMBER 31, 2018

When we are honest with ourselves, we all know culture is the linchpin for everything we do in the Contact Center. At a leader level, do they feel like there are unclear/changing priorities? Nate recently turned me onto OfficeVibe which can help you measure employee engagement. They have a free or paid version.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

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

Robert C. Davis and Associates

APRIL 7, 2020

Now that your people are working from home because of COVID-19, how do you keep them engaged? How do you help them balance all of those KPIs when service levels are still suffering? Your supervisors need these people skills that build employee engagement. How do you keep them focused on their KPIs? Coordinate.

Contact Center 52

Contact Center Coaching Virtual Agent Employee engagement 52

Playvox

JULY 31, 2023

Employee self-service can nurture employee satisfaction and agent performance and promote a motivated and engaged workforce. Reduced Labor Costs Overstaffing and understaffing are both major workforce scheduling challenges in customer service centers.

Self service 85

Self service Management Coaching Contact Center 85

Playvox

MARCH 1, 2022

If your contact center doesn’t have effective eLearning capabilities, you’re missing an opportunity to optimize agent performance. One of the biggest training challenges contact centers face is keeping agents’ skills sharp following onboarding. What is Contact Center eLearning?

Contact Center 83

Contact Center Call Center Service level Employee engagement 83

Playvox

JANUARY 12, 2023

No matter where your contact center team is physically located, bringing out their best performance can be a big challenge. Remote and hybrid work are no longer hard-to-find benefits in customer support centers. Remote and hybrid work are no longer hard-to-find benefits in customer support centers. But does it have to?

Quality management 69

Quality management Coaching Contact Center Metrics 69

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. All new agents need training.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53

Monet Software

JUNE 10, 2021

8 Tips for Optimizing Schedules and Enhancing Contact Center Workforce Engagement.at Many contact center managers, however, don’t realize how much more value their scheduling activity can deliver to employees, beyond letting agents know when to show up for shifts. the Same Time. We all love a win-win.

contact center workforce 122

contact center workforce Average Handle Time Schedule adherence Inbound sales 122

Monet Software

FEBRUARY 13, 2020

With a WFM solution, responsive scheduling and service-level achievement can combine with ease. 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. The oscillation can seem endless.

Schedule adherence 77

Schedule adherence Contact Center Employee engagement Morale 77

CSM Magazine

OCTOBER 17, 2023

Put Employee Engagement First When employees are disengaged and feel out of control, they are generally less productive and more likely to leave—the worst-case scenario in a tight labour market. What is interesting is that AI is considered to be the most effective as a tool to help agents rather than customers.

Customer centricity 52

Customer centricity Coaching Employee engagement Surveys 52

Expivia

SEPTEMBER 2, 2021

Call center reporting is the only way to know how your contact center is performing. From daily performance reports to identifying seasonal trends, reporting is an art form in the call center that defines the past, present, and future of your organization. What Is Call Center Reporting? Daily Summary Report.

Call Center 96

Call Center Average Handle Time Benchmark Best practices 96

Call Center Weekly

APRIL 27, 2018

By Sean Hawkins On a daily basis, call center managers are inundated with data, decisions, escalations and reports. If all goes well, service levels have been met, CSAT or NPS will be satisfactory and you may actually have time to take an uninterrupted lunch. Such is the life of the contact center manager.

Government 120

Government Metrics Call Center Contact Center 120

SharpenCX

MAY 20, 2020

Contact center leaders and their workforce managers alike must key in on important details to keep customers happy and operations smooth as remote work continues. Leave room for longer customer interactions in service-level forecasting. Get real about coaching your contact center teams with these methods.

Management 84

Management Coaching Contact Center Contact center software 84

teleopti

DECEMBER 16, 2019

The challenge for contact centers next year will be to harness the power of innovative technology that makes life better for employees and customers while removing operational complexity. Keep WFM easy and personalized. The same easy and personalized approach also benefits team leaders and planners.

Analytics 73

Analytics First call resolution Contact Center Chatbots 73

Fonolo

JANUARY 29, 2019

Without further ado, here are some surprising, fundamental, and/or entertaining stats about the call center, a customer service lifesaver that is here to stay: The most frustrating aspect of the customer service experience? Automated Telephone Systems (IVR) and “the inability to reach a live person for customer support.”

Call Center 85

Call Center Airlines Contact Center Self service 85

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. allow the number.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

COPC

MARCH 11, 2022

Attracting & retaining top talent to meet service levels. Contact centers have not been immune to this phenomenon. Attrition and recruiting difficulties are not new to contact centers, and strategies to combat this have been developed and honed over the years. million unemployed persons.

Contact Center 85

Contact Center Customer Support outsourcing Marketing 85

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. That’s where leveraging contact center performance management software can help. What is Performance Management?

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

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. A rep should be able to handle pressure.

Call Center 186

Call Center Morale Employee engagement Customer centricity 186

JustCall

JANUARY 19, 2023

Large companies usually have call centers to: Provide help to customers Answer their questions Carry out marketing through the phone Perform market research But each of these jobs has changed a lot in the past few years, making the contact center possible. What is Call Center Optimization? What Is a Call Center?

Best practices 52

Best practices Call Center call center workforce Abandon rate 52

SharpenCX

JUNE 23, 2021

But, your contact center KPIs are an important piece of creating a happy team and happy customers. Plus, you need a high-performing, empowered contact center. But, don’t feel burdened to track the dozens of KPIs in your contact center. Service level. Service level is a fundamental metric.

Contact Center 101

Contact Center Abandon rate Management Metrics 101

Aria Solutions

MARCH 8, 2018

Well, the experience in a contact center is no different than the one in the restaurant. At a time when all products are similar and switching services happens seamlessly, the customer experience can make it or break it. For example, screen pops are a common feature utilized in any contact center. Sounds familiar?

CRM 48

CRM Employee engagement Contact Center Sales 48

Fonolo

SEPTEMBER 14, 2023

Executives and managers know that contact center goal-setting helps usher in progress and bring about positive change. In a busy customer service department, having an agreed-upon set of milestones helps you cross the finish line because it clarifies decision-making, keeps morale up, and can even reduce agent turnover.

Contact Center 91

Contact Center Call Center Average Handle Time Construction 91

CSM Magazine

OCTOBER 6, 2021

Analytics competition winners were selected from a field of customer applicants and will share $100,000 in prize money to use in their contact centers. The mission of the ONE Awards is to recognize high-achieving customers charting the future of agent and customer engagement using Calabrio ONE. THE ONE AWARDS WINNERS.

Analytics 52

Analytics Interactive Voice Response Average Handle Time Employee engagement 52

Aria Solutions

MARCH 8, 2018

Well, the experience in a contact center is no different than the one in the restaurant. At a time when all products are similar and switching services happens seamlessly, the customer experience can make it or break it. For example, screen pops are a common feature utilized in any contact center. Sounds familiar?

CRM 48

CRM Employee engagement Contact Center Sales 48

Aria Solutions

MARCH 8, 2018

Well, the experience in a contact center is no different than the one in the restaurant. At a time when all products are similar and switching services happens seamlessly, the customer experience can make it or break it. For example, screen pops are a common feature utilized in any contact center. Sounds familiar?

CRM 48

CRM Employee engagement Contact Center Sales 48

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Organizational success and long-term growth primarily depends on customer satisfaction and loyalty, and customer service has always supported corporate growth by keeping customers happy and ensuring their ongoing loyalty. Don’t send an annual survey to see if they’re satisfied with your products, contact center or delivery performance.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56