Playvox

JANUARY 30, 2024

According to a recent Gallup survey , only 23% of employees worldwide and 32% in the U.S. fall in the “engaged” category. In order to be successful, managers need to be better equipped to provide ongoing feedback and employ effective strategies to boost employee engagement. Adding game-like elements is one way.

Gamification 79

Gamification Contact Center Coaching Quality management 79

Playvox

MARCH 21, 2024

Let’s take a deeper look at the factors that influence employee engagement and morale. Definition of Agent Morale Agent morale refers to the overall satisfaction, motivation, and mental well-being of customer service representatives in a contact center. All of this leads to better agent morale.

Morale 90

Morale Contact Center Quality management Coaching 90

Netomi

JANUARY 5, 2022

Customer service leaders come in all shapes and sizes. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Top 51 Customer Service Leaders and CX Influencers (Editor’s Choice): Adam Toporek.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Playvox

JANUARY 12, 2023

While some customer service centers are transitioning back to the office, agents continue to want the option to work remotely. Leading CX centers rely on world-class quality management and workforce management technologies to provide excellent service and support while improving efficiency and reducing costs.

Quality management 69

Quality management Coaching Contact Center Metrics 69

Fonolo

APRIL 7, 2022

Call quality monitoring is an essential piece of the puzzle when it comes to increasing and maintaining high customer satisfaction (CSat) scores. Quality management is also a great way to find holes in a call center agent’s skill set and address them head on with specific training. Schedule regular check-ins with agents.

Call Center 87

Call Center Contact Center Average Handle Time First call resolution 87

Playvox

MARCH 27, 2023

Whether you’re looking to implement new technologies, fine-tune your staffing strategy, or empower your agents to provide exceptional customer service, you’re in the right spot. The training should cover a range of topics, such as customer service skills, communication skills, product knowledge, and technical skills.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

SharpenCX

AUGUST 31, 2021

Transparency is key when you’re managing a successful team. When organizations practice transparency with their employees, they see greater success in several areas. They have increased employee engagement, a stronger company culture, and foster a comfort that empowers employees to communicate freely.

Call Center 128

Call Center Metrics Benchmark Contact Center 128

Playvox

MARCH 31, 2022

Every interaction our workforce engagement management (WEM) software enables helps agents love their job and encourages customers to love their favorite brands. From workforce management to quality management , we strive to deliver the full suite of solutions contact centers need to bring WEM into the digital era.

Contact Center 63

Contact Center industry standards Employee engagement Quality management 63

Fonolo

APRIL 7, 2022

Call quality monitoring is an essential piece of the puzzle when it comes to increasing and maintaining high customer satisfaction (CSat) scores. Quality management is also a great way to find holes in a call center agent’s skill set and address them head on with specific training. Schedule regular check-ins with agents.

Call Center 67

Call Center Contact Center Average Handle Time First call resolution 67

Monet Software

SEPTEMBER 24, 2020

Can SMB call center quality management be about more than quality? Yep, it’s the linchpin of employee engagement, too! Monitoring and scoring calls—these quality assurance (QA) tasks are constant at nearly every contact center. Specialties like customer service can feel nebulous. Here’s how. #1

Morale 48

Morale Quality management contact center workforce Employee engagement 48

DMG Consulting

FEBRUARY 8, 2024

AI is the Tailwind for 2024 Contact Center Technology Investments On an annual basis, DMG Consulting conducts a worldwide survey of enterprise, customer experience (CX), contact center, and customer service executives and managers to ask about their top business priorities and technology investment plans for the following year.

Contact Center 48

Contact Center Technology Self service Surveys 48

Playvox

MARCH 12, 2023

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. This leads to undesirable outcomes that have a snowball effect, such as poor customer service, which leads to angry customers.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

Verint

APRIL 14, 2016

Thinking back on my time in Operations, like so many other people I spent a significant amount of time trying to understand the root cause of the quality management (QM) opportunities in my organization. What could it be?

Quality management 21

Quality management Management Coaching Employee engagement 21

CSM Magazine

DECEMBER 15, 2022

Customer loyalty is more important than ever, and prioritizing customer service — with an excellent, dynamic, and engaged contact center — can help your company stand out. After all, your customer support team is the heart and soul of the customer experience (CX). The human connection remains essential.

Contact Center 52

Contact Center Customer emotions Quality management Morale 52

Playvox

DECEMBER 14, 2021

We know how important it is that our customers delight their customers with every interaction in contact centers around the world. That’s why we work to build the best workforce engagement management (WEM) software on the market. We’re truly honored to have received such high G2 scores from Playvox users.

Contact Center 52

Contact Center Enterprise Employee engagement Quality management 52

Playvox

APRIL 4, 2023

Signs And Effects Of Poor Agent Emotional Well-Being In Your Contact Center Working with customers requires a lot of emotional labor from your customer service center agents — even if customers are happy. Gallup reports that low-effort managers engaging in “quiet firing” is a big issue.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Noble Systems

SEPTEMBER 29, 2020

WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience. Workforce Management. Voice of The Customer. Quality Management. What are the Benefits of using a WFO Solution? A true WFO suite includes a number of technologies. Call Recording.

Management 86

Management Gamification Quality management Schedule adherence 86

CSM Magazine

JANUARY 5, 2022

In 2022, it will be imperative to think strategically about customer and employee engagement strategies to align the customer experience with the employee experience. This is critical to support accurate forecasting and scheduling, and quality management programs to support optimal customer experiences.

Contact Center 52

Contact Center Coaching Quality management Employee engagement 52

SharpenCX

SEPTEMBER 29, 2021

As a manager, your executive team is consistently pushing you to keep employees engaged, reduce turnover, increase profitability and efficiency. We’ve compiled four employee training templates to give you practical strategies to increase learning and training in your contact center. I understand. Where do you start?

Contact Center 137

Contact Center Coaching Employee engagement Call Center 137

CSM Magazine

JANUARY 9, 2023

The new and enhanced workforce engagement solution for Salesforce Contact Center is available on the Salesforce AppExchange. With this launch, Playvox’s entire workforce engagement suite, which also includes quality management and coaching, is available to Salesforce customers. About Playvox.

Contact Center 59

Contact Center Schedule adherence Gamification CRM 59

CSM Magazine

APRIL 28, 2021

When Calabrio surveyed over 300 contact centre professionals, the most effective way to improve employee engagement moving forward was quoted to be giving people the ‘ right tools and tech ’. This comes as no surprise as agents regularly contend with 20+ different desktop applications to serve customers.

CRM 59

CRM Analytics Multichannel Telecommunications 59

Call Design

AUGUST 20, 2019

The Workforce Optimisation suite focuses on both workforce productivity and employee engagement strategies, with best-of-breed workforce, performance and quality management solutions. Aspect is on a mission to simplify and improve customer engagement. About Aspect.

Gamification 60

Gamification Employee engagement Consulting Consulting 60

Call Design

AUGUST 20, 2019

The Workforce Optimisation suite focuses on both workforce productivity and employee engagement strategies, with best-of-breed workforce, performance and quality management solutions. Aspect is on a mission to simplify and improve customer engagement. About Aspect.

Gamification 60

Gamification Employee engagement Consulting Consulting 60

Playvox

OCTOBER 18, 2022

There’s a storm brewing in customer service centers, and the aftermath could create some big challenges for contact center management. In our 2022 study of customer support agents and managers, 68% of agent respondents said they didn’t want to return to an office. Leanne Y.,

Contact Center 69

Contact Center Management Coaching contact center workforce 69

CSM Magazine

FEBRUARY 17, 2021

Customer service starts with people, and the recent changes in the world of work present a great opportunity for contact centres to engage with their frontline staff. The latest analytics tools help contact centre leaders understand the “why” behind the “what” of operations to improve agent and customer experience.

Gamification 52

Gamification Analytics Employee engagement Quality management 52

Playvox

SEPTEMBER 7, 2021

At Playvox, we prioritize what matters most to our customers — just like you do in your contact center! From quality management to workforce management , we strive to put not only the best, but also the most efficient and effective product on the market. Support Operations Manager. Customer Experience Specialist.

Contact Center 52

Contact Center Morale Quality management Employee engagement 52

NICE inContact

SEPTEMBER 27, 2019

It was a no-brainer,” said Philip Bennett, Empire Customer Service Operations Manager. Empire launched a search for a contact center provider that could deliver flexibility, scalability, functionality, robust analytics, reporting, visibility and quality management. Increased customer satisfaction.

Abandon rate 54

Abandon rate Contact Center Wait times Interactive Voice Response 54

Playvox

FEBRUARY 2, 2022

Agent burnout directly harms the quality of customer service your business provides and significantly hurts your company’s bottom line. In short, you need a solid employee engagement program. You do this by implementing a full quality management program that ties together QA, coaching, and motivation.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

Serenova

MAY 29, 2020

Components of an effective WFO system include: Workforce Management ( WFM ) for intelligent staffing and scheduling based on real-time forecasts and historical data. Quality Management for call center recording software and screen recording to effectively monitor, evaluate and coach agents. Smart Quality Management.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Contact Center Pipeline

SEPTEMBER 6, 2016

We’re planning our agent celebrations for Customer Service Week next month. Our September issue focuses on many agent issues; performance metrics, attendance, agent desktops, employee engagement, customer experience…and more. Our agents have tremendous impact on our customer satisfaction.

Contact Center 100

Contact Center Employee engagement Metrics Customer Experience 100

Serenova

MAY 29, 2020

Components of an effective WFO system include: Workforce Management ( WFM ) for intelligent staffing and scheduling based on real-time forecasts and historical data. Quality Management for call center recording software and screen recording to effectively monitor, evaluate and coach agents. Smart Quality Management.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

JustCall

JANUARY 19, 2023

A good call center optimization can match the customer’s expectations with the best level of customer service. The continuous investment in the call center optimization model will help maintain customer loyalty as well as the profitability of the organization in the long run.

Best practices 52

Best practices Call Center call center workforce Abandon rate 52

Verint

AUGUST 31, 2017

Verint will gather attendees from all over the Asia Pacific region and around the world for this event to highlight customer success, solution innovation, customer experience (CX) insights and best practices for maximizing customer and employee engagement. CRMXchange Webinar: What Is the Future of Customer Service?

Customer Service 27

Customer Service Employee engagement Healthcare Chatbots 27

CSM Magazine

NOVEMBER 4, 2020

In contact centres, more employees than ever are working remotely while customer expectations have risen to their highest levels since Internet connectivity and the smartphone revolution first transformed our lives. Omnichannel CX – expectations around omnichannel service have significantly risen during the pandemic.

Self service 52

Self service Analytics Employee engagement Surveys 52

SharpenCX

JUNE 9, 2021

A survey conducted by Boston Consulting Group found that despite the challenges of the pandemic, 75% of employees feel they have maintained or even improved their productivity. Remote work can be great, but as a manager, managing remote teams is also a new stressor for many. Think about your remote customer service agents.

Management 67

Management Contact Center Employee engagement Engineering 67

Brad Cleveland Blog

MARCH 10, 2022

These organizations see both employee engagement and business returns improve. I explain these seven key principles in this video from my LinkedIn Learning course “Customer Service: Motivating Your Team.” As … The post Want engaged employees?

Employee engagement 26

Employee engagement Customer Service Quality management Contact Center 26

Verint

DECEMBER 13, 2017

Your agents have a significant impact on your customer experiences, so it is important to be able to identify deficiencies so that you can target specific agent skills for improvement. Increase Employee Engagement by Providing Transparency. helping your organization to create a better customer experience.

Average Handle Time 26

Average Handle Time First call resolution Employee engagement Quality management 26