Taylor Reach Group

SEPTEMBER 3, 2021

It’s easy for managers to justify lower wages for remote employees: no commute time or travel expenses, reduced stress, and improved work-life balance. But these “perks” only contribute to job satisfaction and employee engagement; they should not be viewed as a trade-off for fair and equitable compensation.

Contact Center 139

Contact Center Morale Consulting Consulting 139

ShepHyken

JULY 1, 2016

Frontline employees in the thick of everyday customer service may see or speak to 100+ clients a day, which gives them valuable insight into your business. Open up the line of communication with your employees to evaluate your current processes and reach your customer experience goals.

Brand ambassadors 215

Brand ambassadors Construction Morale Feedback 215

Playvox

FEBRUARY 20, 2024

And, while you may think gamification is not necessary to engage and motivate working adults, research published by Harvard Business Review would tell you that gamification works quite well in motivating and engaging employees. And, there is no need to go all out on the types of rewards offered.

Management 88

Management Gamification Calibration Quality management 88

Playvox

MAY 11, 2023

They have a lot at stake when operating with autonomy, including demonstrating their: Reliability Credibility Ability Time management If a remote worker has more autonomy in their work, they will feel less pressure, perceive themselves as more useful to the company, and gain more confidence to suggest new ideas and take on new responsibilities.

Management 89

Management Contact Center Coaching Employee engagement 89

Monet Software

APRIL 24, 2020

Unfortunately, working from home can also have a negative impact on morale and providing an exceptional customer experience. Management and motivational techniques are also required to overcome these new challenges. For more information about these elements, download our whitepaper on employee engagement here.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

CSM Magazine

JUNE 14, 2022

Offering superior levels of scalability to meet the rapidly changing needs of your business while guaranteeing high availability and uptime, true-cloud solutions also provide enhanced security to make changes and updates in real-time while protecting customer and end-user data. Are you leading the charge or falling behind?

Cloud contact 59

Cloud contact Banking Business Process Outsourcing Employee engagement 59

CSM Magazine

AUGUST 18, 2021

With employee engagement as a top priority, we shared proven strategies to make life easier for frontline staff, including streamlining processes and technology. When it comes to complexity, we tend to think about advisors and customer experience first, but what about those running the show? About Calabrio.

Best practices 52

Best practices Morale Employee engagement Technology 52

NobelBiz

APRIL 18, 2023

In contact centers, hyper efficiency means streamlining processes and leveraging technology in such a way as to maximize output while minimizing costs, often with the aim of improving customer experience. Check our guide on what KPIs to follow if you want to have excellent customer service.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Playvox

JUNE 7, 2023

Related Article: Boosting Employee Engagement: 6 Tips for Keeping Contact Center Agents Motivated What Can Workforce Management Do? Workforce management will have a positive impact on your contact center — when you get it right. For example, does the contact center agent need coaching on better time management skills ?

Management 52

Management Contact Center Abandon rate Metrics 52

Fonolo

NOVEMBER 15, 2017

Sign #4: You’re Always on Time. Time management is extremely important to customer service success. If you always know how to prioritize your tasks so that things are completed on time and managed properly, there’s a good chance you’re going to go far, kid! VPs & Directors of Customer Experience.

Customer Service 100

Customer Service Agent burnout Best practices Call Center 100

Netomi

FEBRUARY 2, 2022

While offering a great customer experience is paramount, what is clear is that, first and foremost, there is a strong need to dramatically improve the experience of agents themselves. AI-powered chatbots: a way to elevate the agent experience.

Call Center 52

Call Center Chatbots Employee engagement Accountability 52

Fonolo

MARCH 4, 2020

There, he served as a regional sales manager before progressing to become Head of Outbound Contact Centres, a role he served in for five years before moving onto multiple leadership roles in that company. RBC is where my customer experience, customer delivery, and service delivery expertise were nurtured,” he remembers.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

NICE inContact

JANUARY 25, 2017

Earning money at that time was the ticket to freedom and fun as I would no longer be dependent on begging my parents for funds anytime I wanted to go out. My enthusiasm for my job never waned and it kept me happy and excited all the time, literally. An employee’s attitude can have a significant effect on the customer experience.

Management 24

Management Employee engagement Contact Center Enterprise 24

Dialer 360

SEPTEMBER 14, 2022

For call center optimization you need to think about improving your customer experience. While providing outstanding customer service should always be the aim of a call center, it shouldn’t be your primary objective. It’s wonderful if your agents treat customers with respect. But it’s insufficient.

Call Center 26

Call Center Interactive Voice Response Schedule adherence First call resolution 26

Fonolo

FEBRUARY 20, 2020

There, he served as a regional sales manager before progressing to become Head of Outbound Contact Centres, a role he served in for five years before moving onto multiple leadership roles in that company. RBC is where my customer experience, customer delivery, and service delivery expertise were nurtured,” he remembers.

Customer Service 67

Customer Service Metrics Call Center Banking 67

Serenova

AUGUST 25, 2020

Customer expectations are evolving, and contact center leaders are working to elevate the customer experience. And in today’s current health crisis, which performance management strategies can adapt to a work from home model now that supervisors and agents are geographically dispersed? What is Workforce Management?

Contact Center 40

Contact Center Schedule adherence Management Coaching 40

Noble Systems

MARCH 19, 2021

A blended system will let the same agents work on both inbound and outbound calls at the same time, managing the workflow to let incoming calls be answered and making outgoing calls to keep agents busy while they are waiting. These advanced calling capabilities make agents’ jobs easier while providing better customer experiences.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

Russel Lolacher

OCTOBER 10, 2022

She’s the Vice President of Marketing agent and customer experience at live ops Inc, founder and host of the doing CX right podcast. Let’s call this customer experience Professionals Association. And she’s been a been a bunch of top this and top that list for customer experience leadership.

Journey mapping 52

Journey mapping Finance Personalization Customer Experience 52

Noble Systems

JULY 24, 2020

Key among their needs are finding integrated solutions to help improve productivity, use resources more effectively, improve the customer experience, monitor performance and right-party-contacts, enhance debtor activities, preserve existing investments, and provide responsive support. 6 Collections Tools to Improve Operations.

Call Center 87

Call Center Technology Gamification Analytics 87