Contact Center Pipeline

DECEMBER 12, 2018

Done right, it also improves morale and employee retention. You wouldn’t exercise just once in a lifetime and say that you were done. Customer experience, employee engagement and sales results are driven by effective coaching. Coaching helps develop your agents’ skills. However, coaching needs to be done on a consistent basis.

Coaching 113

Coaching Morale Employee engagement Sales 113

Customer Service Life

NOVEMBER 13, 2018

I’ve written much in the past about the importance of listening to the voice of the customer and relaying these insights to the rest of the business — and I believe firmly that this is a huge responsibility and opportunity for the contact center. The contact center shouldn’t run and hide when this happens.

Contact Center 60

Contact Center Morale Journey mapping SaaS 60

Balto

OCTOBER 31, 2022

With contact center turnover nearing 50% year-over-year, a lot of attention is given to how and why employees leave their place of work — and not enough is given to how they begin their time in the workforce. Supervisors are the contact center’s superpower if you unleash them. Use Onboarding to Get Personal.

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

Fonolo

JULY 13, 2021

Do your contact center agents seem tired, irritable, or emotional? How to Foster Agent Engagement in a Hybrid Contact Center. What causes call center burnout? Stress is notoriously prevalent in call center agents. Because of this, 75% of call center agents are at risk of burnout.

Agent burnout 81

Agent burnout Call Center Morale Contact Center 81

Customer Service Life

APRIL 1, 2019

Eat only healthy snacks at work, lose weight and burn calories through your daily exercise. Increase employee morale. Be sure to join Jenny this May 13-16 at Contact Center Expo! She’s speaking in session 102: Create a Culture of Self-Care in Your Contact Center. . Increasing productivity.

Construction 144

Construction Morale Finance Contact Center 144

CX Accelerator

MAY 8, 2018

Or would your agents be more like sword-wielding fighters, battling to defeat angry customer ogres before they burn your contact center to the ground? The exercise above might seem silly. Given that storytelling can be such a powerful way to share learning, what does that mean for your contact center?

Contact Center 160

Contact Center Customer advocacy Morale Education 160

Fonolo

APRIL 15, 2020

Handpicked related content: 5 Creative Ways to Manage Agent Shortages in Your Contact Center. Creating team-building activities can give a huge boost to team morale. Just like a team-building exercise, it’s important to recognize employees for their talents and personalities. Team Building.

Coaching 91

Coaching Customer Service Scripts Morale 91

Monet Software

SEPTEMBER 10, 2020

How to infuse contact center operations with empathy to improve interactions, customer satisfaction and CX. And new challenges—such as job loss affecting the ability to pay a bill or confusion about the technical demands of a child’s remote schooling—mean they’re contacting companies with a wide variety of pressing needs.

Call Center 71

Call Center Personalization Scripts Morale 71

Monet Software

NOVEMBER 30, 2018

That may seem like an odd question: most contact center managers do not consider monitoring agent sleep habits as part of their jobs. A lack of sleep can impact both agent performance and morale. Exercise regularly. As a last resort, some contact centers now allow breaks to be used for short naps.

Morale 48

Morale Contact Center Education Management 48

Vistio

JUNE 15, 2021

A practical guide to performing a technology audit and what to look for when choosing the correct tech to improve contact center performance. A common misconception among contact center professionals is that poor customer service is the result of poor or insufficient customer service representative (CSR) technology.

Technology 52

Technology Contact Center Morale Surveys 52

Blueship Call Center

NOVEMBER 30, 2022

Regular exercise and coaching positively impact staff morale and engagement, productivity, and compliance with quality standards. The post Questions to ask before choosing outsource live chat support service first appeared on New Jersey Call Center - Contact Center Support Blog.

outsourcing 40

outsourcing Coaching Morale Consulting 40

Fonolo

NOVEMBER 23, 2017

Next time you hear “press 1 to get a call-back” take it, you’re doing yourself and the call center a favour. Take this time to relax, exercise your brain, and stay optimistic about getting your problem solved. Who Should Attend: VPs & Directors of Contact Centers. Consultant, Beyond Morale. Plus So Much More!

Self service 86

Self service Wait times Morale Call Center 86

Myra Golden Media

JULY 15, 2019

What’s morale like? Know that developing standards and objectives will be a lengthy, challenging exercise. When I’m launching a new quality program, I usually determine outcomes by asking my client, “Imagine it’s 90 days from the take-off of your new Quality Program. What’s different?

Calibration 153

Calibration Coaching Morale Feedback 153

3CLogic

NOVEMBER 10, 2021

Agent retention has long been a challenge for contact centers. In fact, a recent ICMI survey shows the average contact center’s agent turnover rate was 58% year over year. So why is high employee turnover so common among contact centers? 7 Employee Retention Strategies For Contact Center Managers.

Contact Center 93

Contact Center Interactive Voice Response Schedule adherence Average Handle Time 93

Enghouse Interactive

SEPTEMBER 10, 2021

I know it’s only September but the sooner you try the exercises below, the sooner you can start practicing the skill, the quicker you’ll feel the benefits. He’s going to help me explain more about a brilliant skill some of you may have, are looking to develop or know little about. That skill is Emotional Intelligence (EI).

Consulting 53

Consulting Consulting Management Feedback 53

Comm100

JANUARY 25, 2018

Perhaps you have been losing employees recently, or you are noticing that the morale they once had is slowly diminishing for no apparent reason. Sending out an hour-long survey to contact center staff whose only free hour in the day is their lunch break will not go down well.

Surveys 41

Surveys Feedback Morale Employee engagement 41

Comm100

OCTOBER 17, 2017

Before “customer service” was even a thing, the Seven Deadly Sins existed as a guideline for moral living. These programs include discounts for Gym memberships, initiatives to encourage their employees to exercise and even subsidized weight loss programs! Is your contact center guilty of these sins? avaritia / Greed.

Customer Service 49

Customer Service Morale Interactive Voice Response Banking 49

Fonolo

SEPTEMBER 28, 2021

To help start you off on the right foot, we’ve put together a guide about all things call center management , so you know exactly how to succeed and can teach your agents how to do the same. The Contact Center Guide to Managing Spikes in Call Volume. Why strong call center management is important.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

Fonolo

JUNE 15, 2021

Plus, every time an employee leaves, they risk lowering their call center’s morale, threatening the engagement of the staff who are left behind. How to Foster Agent Engagement in a Hybrid Contact Center. Engaged contact center staff are “present,” active participants in their daily work.

Call Center 115

Call Center Contact Center Metrics Morale 115

SharpenCX

FEBRUARY 25, 2020

Whether it’s exercise, drinking more coffee, watching Netflix during our lunch break, we all have our efforts to decrease our stress. And, this hurts you, team morale, and your customers. Think of where clutter lives in your contact center. My bad habit is just one outworking of the stress I face during a workday.

Call Center 76

Call Center Morale Metrics Abandon rate 76

BlueOcean

OCTOBER 4, 2021

For those of us in the contact center space, the truly fascinating thing (besides the astounding growth itself) is the impact on customer care and the customer experience. We’ve found that the strategic use of role-play exercises and positive reinforcement are essential to overcoming those barriers.

Customer Experience 77

Customer Experience Coaching B2C Customer Care 77

ProProfs Blog

APRIL 2, 2019

Team building exercises may thus prove to be useful. While it’s always going to be easier to run team-building exercises in the office, the activity is going to be much more refreshing for your team, if it takes place outside the regular work environment. Laser tag, or paintball if you’re feeling adventurous.

Contact center software 83

Contact center software Morale Personalization Customer Support 83

ClearAction

DECEMBER 31, 2017

By reducing time to resolve issues by 89% for more than 130,000 customers, this company was establishing “customer experience annuities”: redirecting precious resources (budget, time, morale, goodwill) from what otherwise was a never-ending hamster wheel of costs to higher-value investments. and I expected. happened, and now.

Customer Experience 54

Customer Experience Morale Accountability Surveys 54

BlueOcean

OCTOBER 4, 2021

For those of us in the contact center space, the truly fascinating thing (besides the astounding growth itself) is the impact on customer care and the customer experience. We’ve found that the strategic use of role-play exercises and positive reinforcement are essential to overcoming those barriers.

Customer Experience 62

Customer Experience Coaching B2C Customer Care 62

Expivia

FEBRUARY 27, 2021

Why You Should Play Call Center Games. But playing games at work isn’t just about fun, there are a lot of other great benefits: Morale boost : Call center games are enjoyable. Increased Motivation : Many of these call center games help improve employee performance. The Best Call Center Games to Try in Your Contact Center.

Call Center 98

Call Center Entertainment Morale Sales 98

BlueOcean

FEBRUARY 25, 2019

For Carol, empowering contact center agents depends upon three key factors: engagement, communication, and feedback. We also use video communication (and importantly, we schedule time for individual agents to watch) group chat to share important messages and keep morale high.

Customer Experience 116

Customer Experience Coaching Feedback Customer Care 116

Dialer 360

JUNE 19, 2018

Furthermore, organizations are executing exercises that would enhance customer service. The tip is more applicable to contact centers but can be utilized anywhere! Escalate exercise of taking one or two calls at once, and you can deliver amazing customer experience. Possible these issues are common in contact centers.

Customer Service 20

Customer Service Call Center Coaching Contact Center 20

Expivia

APRIL 1, 2021

Why You Should Play Call Center Games. But playing games at work isn’t just about fun, there are a lot of other great benefits: Morale boost : Call center games are enjoyable. Increased Motivation : Many of these call center games help improve employee performance. The Best Call Center Games to Try in Your Contact Center.

Call Center 52

Call Center Entertainment Morale Sales 52

Russel Lolacher

OCTOBER 24, 2022

I’m like, Oh, this is a narcissism exercise. So when we go back to some of these human issues, you’re talking about burnout, I did a study on employee burnout, specifically in contact centers, and that there’s a number of factors that influence burnout. But 74% of contact center agents are at risk of burnout.

Employee engagement 52

Employee engagement Surveys Accountability Personalization 52