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Engaged Employees = Happy Customers

Contact Center Pipeline

Employee engagement is more than just a buzzword. Engaged employees are more enthusiastic about their contribution to the business and, ultimately, increase the level and consistency of service provided to their clients. Successful customer service organizations create a culture that encourages it.

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Cazoo Uses Calabrio Workforce Management to Support Fast-Growing Business

CSM Magazine

Calabrio WFM currently supports agents who handle thousands of voice and WhatsApp conversations every month as well as other types of multichannel interactions, including email, SMS and social media. Cazoo’s frontline workforce has over doubled in size since implementing the WFM software.

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The Role of Research on CX Operations & Customer Experience Best Practices

COPC

They also merit increasing employee engagement initiatives. Structure and process coordination for multichannel CX programs. The latest updates, announced in August 2021, reflect the growing use of digital support technologies and consider the service journey as a whole. are the latest updates.?.

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How to Measure Contact Center Agent Productivity and Five Ways to Boost It

Playvox

To minimize the percentage of unproductive time periods, you need a workforce management (WFM) solution that will accurately forecast multichannel agents across all channels in your business. The benchmark for this metric is typically 85-90% occupancy across all multichannel agents. What is the occupancy rate?

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10 Effective Ways to Reduce Costs in Your BPO Contact Center

Hodusoft

Read Also: Why BPO Companies Must Adopt Multichannel Customer Support Center 6. Employee Engagement There is no doubt that highly engaged employees are more motivated and productive. This proves that employee engagement is a fundamental factor in business profitability.

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Multiexperience: Where the customer journey and employee journey converge

TechSee

However, enhancing the customer journey requires an equal focus on another dimension of customer service: the employee journey. For years, companies have focused on improving CX by offering customers a seamless omnichannel or multichannel experience that provides consistency across multiple touchpoints and channels.

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New Year, New Resolutions: Four Brand Strategies that Will Increase Customer Satisfaction in 2017

Calabrio

Companies Will Deploy Employee Engagement Practices Geared Toward Millennials. More and more companies are realizing that the key to happy customers is happy employees. Given these factors, brands can’t afford to ignore the importance of employee engagement and retention. Engaged employees = #customerengagement.