Playvox
JANUARY 13, 2022
If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. We recently participated in a discussion with two industry experts that focused on megatrends that will impact contact centers in 2022. Technology always needs focus.
SharpenCX
APRIL 29, 2020
Workforce management in your contact center is all about finding balance. Plus, you toss in overseeing your contact center budget, too. But you shouldn’t have to sacrifice customer happiness to run a lean contact center. Get 29 tips to improve coaching in your contact center.
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SharpenCX
MARCH 18, 2020
FlexJobs found that of the companies that allow remote work, 85% increased productivity, 90% improved employee morale, and 77% reduced operating costs. Aside from your cloud contact center platform, agents will need access to your knowledge base, customer files, SOPs, CRM, and ticketing system, too.
SharpenCX
FEBRUARY 25, 2020
And, this hurts you, team morale, and your customers. Think of where clutter lives in your contact center. When you open your call center software and see a page of all your reports, with data points, spreadsheets, graphs and colors, your brain gets overwhelmed. Employee engagement is directly tied to revenue growth.
Etech GS
DECEMBER 10, 2019
It is easy to entertain grand perceptions of a team’s performance and how organizational culture helps and hinders this. Reduction in employee morale and productivity or increased turnover can all be signs. For example, a contact center may take over an account with poor customer service reviews.
BlueOcean
FEBRUARY 25, 2019
You know your wallet is stuffed with membership cards (roadside assistance, your local gym, and Costco) and your front porch welcomes monthly subscription boxes (Blue Apron, Trunk Club, and Honest Essentials), while your go-to entertainment is no longer cable TV but subscription-based media (Netflix, Hulu, and Amazon Prime.)
Fonolo
OCTOBER 10, 2018
The bot didn’t just delight and entertain customers who were frustrated with their lack of sleep; it also provided the company with important information about their target customers (specifically, it collected a high volume of their mobile phone numbers). The moral of the story? Call Center 101: The Golden Rules of SLAs.
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