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Why Your Contact Center Needs A Remote Work Policy?

Playvox

Remote work is a benefit that’s highly important to customer service agents. Agents in our survey were resounding in their praise for remote work arrangements. A sprawling 2022 survey of more than 20,000 knowledge workers by Microsoft offers some insights. Why bring agents back when even managers are satisfied with it?

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How to Use Net Promoter Score (NPS) to Drive Growth

GetFeedback

The Net Promoter Score survey isn’t where the magic happens—it’s where it begins. Unlike conventional surveys, you won’t benefit from sitting back and waiting for NPS results to roll in. To get valuable insights, you have survey strategically. This segmentation becomes vital during survey analysis. Who are they?

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A Data Framework to Find (and Fix) Gaps in Your Call Center Technology and Customer Experience

SharpenCX

Does our call center technology offer tools to help predict service levels and keep up with customer expectations? Use your call center platform to send out CSAT surveys and encourage customer feedback. Read Next] Find out more ways to encourage your customers to take customer satisfaction surveys and deliver feedback.

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Make Every Agent Your Best Agent With WFM — Even Remotely

Playvox

While some customer service centers are transitioning back to the office, agents continue to want the option to work remotely. Agents in our survey considered it the top motivator their contact center can offer, and 56% said they would consider leaving their job if they couldn’t continue. Maintaining Quality Without Micromanaging.

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How to Deliver An Outstanding Omnichannel Customer Experience

Playvox

And that can lead to costly issues like overstaffing or missing service level agreements. To accurately predict the staff with the right skills that are required for each digital channel, you need an AI-driven solution that helps you plan, adjust, and keep service levels — and your budget — on track.

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Using Data to Drive Your Wellbeing Strategy

CSM Magazine

For example, in the contact centre, we know there’s a direct link between advisor happiness and customer satisfaction, with customers recognising improved service levels. Factors of the model were validated across additional surveys as well as through comparison with established psychological frameworks and assessments.

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Workforce Management for Call Centers: What You Need to Know

Playvox

Call center workforce management is the art and science of having the right number of agents available at the right times to answer an accurately forecasted volume of incoming customer contacts at the service level standard set by a contact center while minimizing cost. Leaders must set the tone for everyone else to follow.