Fonolo

JUNE 9, 2020

Is your contact center providing the best customer experience possible? One of the most challenging aspects of running a contact center is managing your team. Metrics for Evaluating Contact Center Agent Performance. Gathering feedback from customers has become an industry standard for contact centers.

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

Fonolo

JULY 14, 2020

But many contact centers had yet to take advantage of the many benefits that come from offering your contact center agents flexible working arrangements. Flex-Time is Probably Right for Your Contact Center. The short answer is: Yes, flex-time is right for your contact center.

Contact Center 126

Contact Center Morale Call Center Employee engagement 126

Taylor Reach Group

MAY 11, 2023

by Colin Taylor I was in Las Vegas last week attending and speaking at Call & Contact Center Expo US and it was a great time. Otherwise, you are condemned to play contact center ‘Whack-a-Mole’ as you jump from problem to problem. I got to see a number of familiar faces and meet a bunch of new friends.

Contact Center 62

Contact Center Morale Consulting Consulting 62

Fonolo

OCTOBER 3, 2018

Contact centers are like people: We’re all at different stages, chugging along healthily but sometimes faltering along the way. As we begin to look back at 2018, one thing is becoming clear: Not every contact center is created equal. All contact centers face barriers, and you certainly know your own intimately.

Contact Center 170

Contact Center contact center workforce Gamification Call Center 170

SmartAction

NOVEMBER 22, 2023

Contact center managers who embrace and implement this technology reap the rewards of increased efficiency, reduced costs, and a customer experience that fosters loyalty. Conversational IVR breaks the mold of the traditional contact center, which focuses on efficiency at the expense of customer service. Collaborate.

Contact Center 90

Contact Center Interactive Voice Response Virtual Agent Management 90

Customer Service Life

DECEMBER 23, 2020

As I’ve spent time reflecting on Buddy, it’s clear to me that he worked in a contact center at some point in his life. But it also seems like Buddy is talking about his last contact center job — possibly one with super high agent turnover. Buddy is no typical contact center agent, however. Don’t believe me?

Contact Center 126

Contact Center Morale Metrics Accountability 126

SharpenCX

AUGUST 31, 2021

A lot of data is coming in and out of your contact center platform throughout the busy day. This is where a call center dashboard comes in. Listen Now]: An Interview with Ric Kosiba: Using your Contact Center Data to Make Better Business Decisions. That’s a lot, but a clear call center dashboard can help.

Call Center 128

Call Center Metrics Benchmark Contact Center 128

CCNG

MARCH 8, 2023

As a contact center leader, you’re always looking for ways to improve performance and keep your agents happy. You know that preventing these types of scenarios is key to keeping morale high and productivity consistent—but how? We missed the warning signs during their interviews," is what one contact center leader once told me.

Morale 195

Morale Contact Center CCNG Agent burnout 195

Playvox

JULY 14, 2023

Providing an ever-improving customer experience while boosting contact center agent productivity is paramount for your business. Here’s the blueprint for achieving greater agent productivity in your call center. The quality of customer service and support can also have an impact on the productivity of a contact center.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Playvox

APRIL 4, 2023

Every workplace has its pros and cons, but contact center agents have one of the toughest jobs out there. Just like agents are protecting your company, contact center leaders and managers need to protect them and their mental health. Burnout Burnout is at the heart of poor emotional well-being in a contact center.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

CX Global Media

AUGUST 30, 2017

People, process, technology, reporting, culture, competition, morale, data, automation, self-service – which word matters most? In my 20+ years in the contact center industry, the past three years elevated this one word to utmost importance. In our rapid paced contact center environments, we must have “focus”.

Contact Center 149

Contact Center Coaching Education Call Center 149

Calltools

MARCH 20, 2024

Artificial intelligence has revolutionized how contact centers streamline processes and serve customers. While not all contact centers utilize AI, learning how the technology can serve your employees and customers benefits growth. Auto Scores Leads Lead management can improve a contact center’s conversions.

Contact Center 52

Contact Center Self service Best practices Wait times 52

Kayako

JULY 11, 2019

Leaders, do you know how to lead high morale for great customer service delivery? Customer service work in help desks , contact centers, technical support teams, and ecommerce centers is challenging and stressful. In other words, are you leading morale for great customer service? Metric only focus. .

Morale 73

Morale Customer Service Technical Support Metrics 73

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 13, 2023

With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. That in itself makes a strong case for keeping your contact center quality management budget intact, but the effects of a strong program go far beyond revenue. of their revenue due to bad experiences.

Contact Center 78

Contact Center Quality management Calibration Coaching 78

Call Experts

APRIL 14, 2022

The ASA metric is measured in seconds, and it’s calculated as the average time calls spend waiting in the queue before they are answered. The ASA is a powerful metric to improve your customer experience and make sure your customers are happy. There are many contact center metrics that you can use to measure agent performance.

Metrics 98

Metrics Call Center First call resolution Average Handle Time 98

Fonolo

DECEMBER 17, 2019

It’s been a journey: The contact center evolved from the humble call center, as more channels of communication became commonplace. In order to keep up with the demands of modern consumers, the contact center is destined to evolve further, into the ‘Customer Experience Hub’ of the future.

Contact Center 76

Contact Center Average Handle Time Morale Call Center 76

NobelBiz

SEPTEMBER 12, 2023

For call centers, metrics provide insights that shape strategies and determine operational efficiency. Among these metrics, the “Talk” metric stands out as a vital instrument. Understanding the Average Talk Time metric Average Talk Time represents the actual duration an agent spends conversing with a customer.

Metrics 52

Metrics Call Center Outbound sales Contact Center 52

Hodusoft

OCTOBER 19, 2023

10 Effective Ways to Reduce Costs in Your BPO Contact Center Business Process Outsourcing (BPO) contact centers play a vital role in today’s modern businesses. They help manage customer interactions by serving as the initial point of contact. million in 2022 to US$34, 570.73 from 2023 to 2028. from 2023 to 2028.

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

CX Global Media

JULY 12, 2019

The fifth step ( Step 1 , Step 2 , Step 3 , Step 4 ) in the contact center agent journey is about agent retention. Retaining contact center agents has always been a significant focus area in contact centers. A several Expert Sessions are dedicated to the topic of on-boarding contact center agents.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

NobelBiz

FEBRUARY 22, 2023

While It might be challenging, to be a leader in the contact center industry. Effective leadership has the ability to increase both your contact center performances and customer satisfaction. As a new contact center owner, you may think that you simply “lead” and do not contribute.

Contact Center 52

Contact Center Morale contact center solutions Construction 52

NobelBiz

FEBRUARY 22, 2023

While It might be challenging, to be a leader in the contact center industry. Effective leadership has the ability to increase both your contact center performances and customer satisfaction. As a new contact center owner, you may think that you simply “lead” and do not contribute.

Contact Center 52

Contact Center Morale contact center solutions Construction 52

Monet Software

SEPTEMBER 24, 2020

Can SMB call center quality management be about more than quality? Monitoring and scoring calls—these quality assurance (QA) tasks are constant at nearly every contact center. With quantitative metrics and reporting, agents can gauge whether they’ve gotten better at giving a welcoming call opening or using mirroring effectively.

Morale 48

Morale Quality management contact center workforce Employee engagement 48

SharpenCX

JUNE 10, 2021

Unfortunately, even the best call center leaders can’t get rid of the high-stress moments and angry customers agents have to face on the job. But you do have influence over making your contact center a great place to work and motivating your team. In fact, being a contact center agent is incredibly rewarding.

Morale 67

Morale Call Center Contact Center Coaching 67

InGenius

MARCH 26, 2020

In recent weeks, the need for contact center agents to work remotely has become a necessity. This time they previously spent in transit can be turned back into time spent with loved ones or hobbies and interests, which goes a long way to improving the morale of your agents. Comfortable environment.

Contact Center 93

Contact Center Management Call Logging CRM 93

Balto

MARCH 27, 2023

Share on Twitter Share on Facebook Share on LinkedIn Share on Email Back in August 2022, the Conversation Excellence Lab published a report called “ How to Recession-Proof Your Contact Center, According to 360+ Executives ”. If you view your contact center as a value center, and treat it as such, that value will be realized.

Contact Center 52

Contact Center Coaching Morale Finance 52

Vistio

FEBRUARY 21, 2023

Because agents have so many options, contact center leaders need to start understanding what qualities make for a good call center agent job—and learn how to deliver. The focus isn’t on performance or metrics; it’s all about employee experience. In today’s labor market, retaining agents is more difficult than ever.

Contact Center 52

Contact Center Morale Feedback Metrics 52

Vistio

FEBRUARY 21, 2023

Because agents have so many options, contact center leaders need to start understanding what qualities make for a good call center agent job—and learn how to deliver. The focus isn’t on performance or metrics; it’s all about employee experience. In today’s labor market, retaining agents is more difficult than ever.

Contact Center 52

Contact Center Morale Feedback Metrics 52

Balto

NOVEMBER 8, 2022

There are many metrics and KPIs (Key Performance Indicators) that give you insights into agent productivity, customer satisfaction, and employee satisfaction. These metrics can significantly improve your decision-making process and make your agents and customers happier. Key Metrics for Measuring Agent Performance. Call Volume.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

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

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.

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

24-7 InTouch

APRIL 15, 2021

After more than a full year of BPOs operating contact centers in a 100% virtual environment, there have been some key learnings and takeaways that will continue to impact the customer care industry for years to come. . Employee Engagement. Blended Model. The Evolution Continues.

Contact Center 52

Contact Center Morale Employee engagement Customer Care 52

Fonolo

SEPTEMBER 21, 2023

Ready to level up your contact center team? Improving call center agent performance can seem overwhelming, and you might wonder where to start. TIP: Common KPIs for contact center agents can include average handle time (AHT), first call resolution (FCR), and customer satisfaction score (CSat).

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

SharpenCX

JUNE 2, 2020

And, your contact center has the right number of agents working each shift to keep service levels in the green. Daily, you juggle agents’ schedules and KPIs — constantly working for greater efficiency in your contact center. Why Engaging With Your Contact Center Agents is More Important Than Ever Before.

Employee engagement 76

Employee engagement Morale Management Contact Center 76

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? How do you navigate the sea of data to extract actionable insights and make informed decisions that propel your contact center forward?

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

SharpenCX

MAY 5, 2020

Every time you lose an agent, this loss costs your contact center $35k to $105k. Considering that the average call centers in the US have turnover rates as high as 30-45% , it’s time for call center management to focus on retaining and engaging agents. Fighting Negative Stereotypes in your Call Center.

Contact Center 90

Contact Center Customer Service Coaching Metrics 90

SharpenCX

NOVEMBER 23, 2021

U nlock the potential of your call center and invest in your customer experience. The Secret to Unlocking Service Excellence Is Data : From this Contact Center Pipeline post, learn how to use the data in your call center to deliver a personalized customer experience and become an example of quality service.

Customer Service 128

Customer Service Morale Contact Center Call Center 128