Outsource Consultants

SEPTEMBER 14, 2021

It’s because the ongoing labor shortage, paired with increased Q4 purchasing, is leaving many businesses that rely on contact center support exposed to looming CX disasters. Try These 3 Contact Center Strategies for Q4 Success. Higher customer satisfaction and higher agent morale. Tip the Scales with Technology.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

Noble Systems

OCTOBER 18, 2018

Improving contact center agent productivity can have a major impact on bottom-line results. There are many lists of “Top” Contact Center KPIs that you can access with a simple Internet search. There are many lists of “Top” Contact Center KPIs that you can access with a simple Internet search.

Gamification 60

Gamification Contact Center Schedule adherence Average Handle Time 60

SharpenCX

FEBRUARY 6, 2018

Being a contact center agent is a tough job; it’s stressful, tiring, and often thankless. The post How To Build A Contact Center Gamification Program That Works appeared first on Sharpen Contact Center Software.

Gamification 52

Gamification Contact Center Contact center software Morale 52

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

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. Items such as gift cards, paid time off, dinner vouchers, and gadgets all do wonders to improve morale and help job satisfaction.

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

Fonolo

NOVEMBER 29, 2018

No, it’s the top contact center trends to watch for in 2019. As the sun sets on 2018, contact center superheroes should watch for the plots, characters, and villains within them. As the sun sets on 2018, contact center superheroes should watch for the plots, characters, and villains within them.

Contact Center 73

Contact Center Gamification contact center workforce Education 73

Fonolo

JUNE 17, 2021

Keeping your staff motivated and satisfied in their work is vital to contact center performance. Employee engagement is especially important for call centers, since agent turnover tends to be higher. That’s why it’s so important to prioritize agent morale in a contact center and ensure your top performers are engaged.

Call Center 140

Call Center Morale Gamification Employee engagement 140

Outsource Consultants

JUNE 6, 2022

So how do you keep your remote contact center agents engaged? Implement Gamification Systems. Gamification has been used in team settings to enhance training programs for a long time now. By utilizing these four tips to boost morale, your company will have set in place the building blocks for a better work environment.

Gamification 128

Gamification At home agents Morale Employee engagement 128

Playvox

JANUARY 13, 2022

While many in the contact center industry are slow to transition away from on-premise software, cloud adoption shows no signs of slowing. In the last year, contact center teams that have embraced cloud-based solutions have learned some important lessons. billion in 2020. Customer Chit-Chat. There were around 6.4

Cloud contact 52

Cloud contact Best practices Contact Center Gamification 52

TechSee

SEPTEMBER 29, 2020

Contact centers are always looking for ways to reduce costs. This is particularly true during periods of uncertainty and economic downturn, when call center cost savings contribute to business continuity. However, these drastic measures are usually short term as they negatively affect CX and employee morale.

Call Center 196

Call Center Self service Gamification Contact Center 196

BlueOcean

DECEMBER 16, 2019

Before we sign off for the holiday break, we want to give shouts to all the frontline agents and coaches holding it down for clients and customers in contact centers everywhere. A reminder that the struggle to sustain morale when it’s holiday season in the contact center is real. at Blue Ocean.

Contact Center 62

Contact Center Morale Gamification Transportation 62

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.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53

Vonage

JULY 22, 2016

And for many of us working in the world of contact centers, we give a lot. In a recent study from Toister Performance Solutions , service expert Jeff Toister evaluated responses from more than 600 contact center agents with 74 percent self-reporting at risk for burnout. Does gamification prevent burnout?

Contact Center 0

Contact Center Gamification Morale Technology 0

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

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.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

BlueOcean

DECEMBER 17, 2018

Of course, greater retail sales inevitably lead to higher call volume in the contact center. The best outsourcing partners go to the ends of the earth to prepare for these massive peak season holiday spikes and will not only need to address a sustained customer experience but also team morale, agent stress, and absenteeism.

Contact Center 54

Contact Center Morale outsourcing Gamification 54

Outsource Consultants

DECEMBER 13, 2021

What Your Contact Center Agents Want: Empowerment. Help improve team morale with gamification technology, as well as reward incentives for top performers, that can accelerate performance and make day-to-day work more enjoyable for agents. Agents are only as good as the training and resources at their fingertips.

outsourcing 128

outsourcing Gamification Morale Call Center 128

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

Calabrio

JUNE 17, 2019

As contact center professionals, we all understand the importance of workforce management tools and processes in ensuring that we have enough agents to work each shift. Contact center employees want to ensure that any organization they join will allow them the freedom they require to enjoy this balance. Add Gamification.

Contact Center 40

Contact Center Management Gamification Morale 40

Fonolo

DECEMBER 13, 2018

It is important for management to acknowledge this reality and find creative ways to recognize those working in customer service and call center roles. Managers can keep both morale and productivity high by incentivizing employees. The Top Contact Center Trends to Watch in 2019. Investing in Agents.

Customer Service 113

Customer Service Call Center Gamification Self service 113

Fonolo

APRIL 5, 2022

The cost of investing in the wrong leader is exorbitant– call center attrition and customer dissatisfaction are sure to increase if you do. How to Foster Agent Engagement in a Hybrid Contact Center. Call center agents don’t have easy jobs. Agent Engagement Will Be Critical for Contact Centers in 2022.

Call Center 99

Call Center Contact Center Gamification Construction 99

Serenova

AUGUST 30, 2019

However, 82% of American employees feel like they are not recognized enough by their leaders for the contributions they make, which takes a toll on productivity, morale and profitability in a workplace ( HBR ). In a contact center where employee engagement is often low and attrition is high, recognition is essential to improvement.

Morale 60

Morale Gamification Coaching Employee engagement 60

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. When managing a team of remote call center agents, this is even more imperative.

Call Center 112

Call Center Morale Contact Center Gamification 112

NICE inContact

APRIL 1, 2019

And without real visibility into its contact center operations, managers and agents were at the mercy of wildly fluctuating call volumes and Excel spreadsheets for scheduling and forecasting. Seeing efficiency scores is a real motivator, as is the healthy competition fostered by inView’s gamification feature.

Gamification 55

Gamification Morale Interactive Voice Response Contact Center 55

NobelBiz

APRIL 18, 2022

As it overlooks three critical components: the customer experience, the rise of new communication and the new contact center technologies. Modern customers want immediate and dependable solutions, which means your call center’s efficiency must be at its peak at all times. What is call center efficiency?

Call Center 52

Call Center Interactive Voice Response Contact Center Gamification 52

Aspect

JULY 15, 2019

Portanto, não é de se surpr eender que os funcionários do contact center, assim como o rest ante da raça humana, gostariam de facilitar suas vidas. Infelizmente, o ambiente do contact center tem algumas limitações a mais. E funcionários felizes são vitais para um contact center eficaz. .

Morale 64

Morale Contact Center Gamification Chatbots 64

Playvox

FEBRUARY 23, 2022

Employee engagement is one of the most challenging aspects to master in the contact center. That’s why many organizations are putting increased emphasis on improving their company culture in order to improve employee morale. One proven way to motivate your team is to drive engagement with gamification.

Gamification 73

Gamification Contact Center Employee engagement Morale 73

NobelBiz

JUNE 5, 2023

Outbound Lead Generation In a call center, outbound lead generation is typically achieved through direct communication with prospects, usually via telephone calls. Using the Right Contact Center Technology Technology plays a vital role in lead generation. Running a contact center can get expensive.

Call Center 52

Call Center Scripts CRM Contact Center 52

Callminer

APRIL 21, 2020

Call center leadership has a significant impact on performance by setting the tone of the workplace and fostering employee morale. Call center leadership activities are valuable strategies for maintaining a positive attitude among call center agents and making agents feel supported in the workplace. Matt Skoglund.

Call Center 182

Call Center Management Scripts Coaching 182

Vistio

FEBRUARY 1, 2022

What do you think are some of the biggest misconceptions about, specifically contact center agents? A lot of the times, the flexibility that’s built-in for contact center agents is to like, get out, go do things. It’s exciting. That brings me to my next question. Hmm, biggest misconceptions.

Contact Center 52

Contact Center Customer Service Morale Engineering 52

NobelBiz

FEBRUARY 22, 2023

Does your contact center have a dedicated team that’s ready and prepared to assist your customers at all times? This aspect makes all the difference in contact lead loss. Assume your contact center employs 500 agents to answer incoming requests from your clients.

Call Center 52

Call Center contact center solutions Contact Center Cloud contact 52

ShepHyken

JANUARY 3, 2020

This week we feature an article by Tom Paton who writes about how customer service teams are using gamification as a way to improve performance and retention. Unfortunately, some team leaders fail to get the most out of their customer support agents, leading to low morale and higher turnover. What is gamification?

Gamification 194

Gamification Morale Contact center software B2B 194

Vistio

AUGUST 5, 2021

Over the last few months, contact center agents have seen considerable change, from increasing workloads to evolving work environments. And now many agents have to pivot again, this time to a hybrid work model where some coworkers are remote and others are in the physical contact center.

Contact Center 52

Contact Center Gamification Morale Technology 52

Fonolo

FEBRUARY 14, 2019

By hiring the right people and engaging agents in meaningful ways, contact centers can increase call center agent retention, reduce hiring and training costs, and improve call center profitability. The Top Contact Center Trends to Watch in 2019. Become a contact center super hero in record time!

Agent burnout 80

Agent burnout Call Center Gamification Contact Center 80

Playvox

MARCH 27, 2023

Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. Training programs should be designed to meet the specific needs of the contact center and its agents.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

NobelBiz

OCTOBER 18, 2021

Does your contact center have a dedicated team that’s ready and prepared to assist your customers at all times? This aspect makes all the difference in contact lead loss. Assume your contact center employs 500 agents to answer incoming requests from your clients.

Call Center 52

Call Center contact center solutions Contact Center Cloud contact 52