CSM Magazine

OCTOBER 17, 2023

Put Employee Engagement First When employees are disengaged and feel out of control, they are generally less productive and more likely to leave—the worst-case scenario in a tight labour market. What is interesting is that AI is considered to be the most effective as a tool to help agents rather than customers.

Customer centricity 52

Customer centricity Coaching Employee engagement Surveys 52

Fonolo

OCTOBER 11, 2022

Long wait time. You can use positive feedback to boost employee engagement. This is a great multiple-choice question. Low FCR rates are worth exploring, and this question does just that. You might offer options like: Poor technology or connection. Unhelpful agent. Escalation. Are you satisfied with our service?

Surveys 99

Surveys Call Center Interactive Voice Response First call resolution 99

NICE inContact

SEPTEMBER 27, 2019

While wait times had historically been a problem for Empire, two new features quickly reduced wait times and abandon rates: skills-based routing and the callback feature. More employee engagement, Check, check. Empire Today now? Improved efficiency. Increased customer satisfaction.

Abandon rate 54

Abandon rate Contact Center Wait times Interactive Voice Response 54

Playvox

JULY 14, 2023

In times where doing more with less is critical, the first place a business should look to save costs is with their people and their processes. A more productive contact center will have shorter wait times and higher First Contact Resolution rates, usually leading to increased customer satisfaction.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Playvox

JANUARY 25, 2024

This results in long wait times and abandoned conversations. WEM adds the element of employee engagement as the linchpin to delivering outstanding CX. It’s well established that exceptional employee engagement produces extraordinary customer experiences. Why is WEM Better than WFO?

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

JustCall

JANUARY 19, 2023

With the help of contact center optimization, the business manages its regular call center operations and improves employee engagement. It also manages the hiring and training of employees, call center workforce scheduling and better customer interaction. The lesser the waiting time, the more customers prefer to engage with.

Best practices 52

Best practices Call Center call center workforce Abandon rate 52

SharpenCX

JULY 26, 2023

How to Use the Data You Collect According to Gartner, there are five categories of customer experience KPIs that can improve your call center performance: employee engagement; quality operations; customer satisfaction; loyalty, churn, and retention; and advocacy and brand reputation. But if it’s so valuable, what can you do with it?

Call Center 67

Call Center Contact Center Contact center software Coaching 67

Taylor Reach Group

JANUARY 6, 2023

We have seen more than 20 months of long wait times due to “higher than normal contact volumes”. . We have seen Contact Centers struggle to find and retain workers. More candidates were ghosting, and current workers reconsidered what they want to do and be when they “grow-up”.

Contact Center 117

Contact Center Healthcare Consulting Consulting 117

Etech GS

SEPTEMBER 25, 2019

Software allows employers to use data to provide objective feedback to employees and make effective adjustments. Some key data that managers should employ tech to track in a cell center environment include the following: • Average customer wait time. Average handling time. Average talk time. Conversation rate.

Call Center 69

Call Center Management call center workforce Average Handle Time 69

Creative Virtual

OCTOBER 6, 2020

A direct quote of the explanatory theme for this Customer Service Week says: “The impact of events affecting the world today have changed the way in which companies and their employees engage with customers.”

Virtual Agent 52

Virtual Agent Wait times Chatbots Employee engagement 52

Fonolo

MARCH 3, 2022

How can managers promote productivity , ensure employee engagement, and satisfy customers while managing a virtual call center? If you notice any dips in customer satisfaction or increases in wait time, these are the moments to roll up your sleeves and join the floor. Sometimes metrics don’t tell you the whole story.

virtual call center 87

virtual call center Call Center Management call center software 87

SharpenCX

SEPTEMBER 8, 2021

Do customers typically score your company with a 9 or a 10 after they had short wait times and a fast interaction? But to take advantage of the benefits that come with engaged employees and happier, more loyal customers, it’s crucial that you, as a manager, invest resources to engage your team.

Customer advocacy 128

Customer advocacy Contact Center Surveys Coaching 128

Fonolo

JANUARY 31, 2022

Agent productivity can be influenced in a number of ways, from employee engagement programs to supplementary training to adopting the right contact center tools to help them perform at their best. Learn how you can better your team performance below… How to Foster Agent Engagement in a Hybrid Contact Center.

Call Center 87

Call Center Average Handle Time Agent burnout Contact Center 87

Virtual Live Labs

SEPTEMBER 30, 2020

Organizations are now understaffed, and customers grow weary of the messages on the IVR addressing the long wait times. Now leadership wants to make employees “more accountable,” and the cycle continues. Employees can become more and more unattached to their customers, their co-workers and leadership. It never will.

Coaching 130

Coaching Contact Center Employee engagement Accountability 130

Virtual Live Labs

SEPTEMBER 30, 2020

Organizations are now understaffed, and customers grow weary of the messages on the IVR addressing the long wait times. Now leadership wants to make employees “more accountable,” and the cycle continues. Employees can become more and more unattached to their customers, their co-workers and leadership. It never will.

Coaching 130

Coaching Contact Center Employee engagement Accountability 130

SharpenCX

DECEMBER 4, 2019

There’s no knocking that employee engagement and meaningful work directly impact productivity. Gallup found engaged employees produce 1 7 % more than their disengaged co-workers. And Glassdoor’s recent study on the link between employee satisfaction and CSAT quantifies the impact further. Reduced wait times.

Contact Center 67

Contact Center Customer Experience Wait times Contact center software 67

Noble Systems

MARCH 30, 2020

In many cases, this exponential increase in call volume is causing a number of related issues , from excessive wait times and higher average hold times, to more disconnects than ever before and more frustrated customers, where patience may already be in short supply. Analytics keeps agents on track with new KPIs.

Management 90

Management Gamification Contact Center Coaching 90

Hodusoft

OCTOBER 19, 2023

This will help in efficient allocation and utilization of resources including the agents, preventing understaffing during peak call times and overstaffing during quieter periods. Real-Time Monitoring : With the help of real-time monitoring tools, customer wait times can be minimized greatly.

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

Playvox

JULY 18, 2022

Contact center agent attrition rates are particularly high because of low employee engagement and high stress. Gallup found that 74% of employees reported burnout in 2021, but that some employees have no signs of burnout. Reduces Wait Time And Increases First Contact Resolutions.

Contact Center 73

Contact Center Technology Employee engagement Cloud contact 73

aircall

AUGUST 4, 2021

Employees might not have the right tools they need to do their jobs effectively, they might be experiencing burnout, or there could be something going on in their personal lives that’s impacting their work lives. Focus on Employee Engagement. The Importance of Team Building in a Hybrid Workforce.

Employee engagement 108

Employee engagement Consulting Consulting Morale 108

ProProfs Blog

MARCH 5, 2019

A figure that stresses the importance of employee engagement and feedback in current times – the Employee Engagement Benchmark study conducted by Tempkin Group in 2016 , found that. times as many engaged employees as compared to those in customer experience laggards.

Feedback 88

Feedback Customer Experience Abandon rate Call Logging 88

NICE inContact

AUGUST 12, 2019

While workforce management is a discipline with many detailed moving parts, WFM activities really boil down to four basic components – forecasting, scheduling, intraday management, and employee engagement. Check back soon for Part two of the series, where we will address intraday change management and employee engagement!

Contact Center 59

Contact Center Management contact center workforce Employee engagement 59

NobelBiz

APRIL 18, 2023

For instance, McKinsey.com found that using advanced real-time analytics: reduced average handle time by up to 40%, increased self-service containment rates by 5 to 20%, cut employee costs by up to $5 million, boost the conversion rate on service-to-sales calls by nearly 50%, all while improving customer satisfaction and employee engagement.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

NICE inContact

AUGUST 12, 2019

While workforce management is a discipline with many detailed moving parts, WFM activities really boil down to four basic components – forecasting, scheduling, intraday management, and employee engagement. Check back soon for Part two of the series, where we will address intraday change management and employee engagement!

Contact Center 54

Contact Center Management contact center workforce Employee engagement 54

Call Experts

DECEMBER 12, 2019

Consumers can be demanding, and at this time of year, their needs should be at the forefront of every business owner's mind. For too many customers, this also means longer wait times. This helps us forecast our holiday traffic trends and understand which days and weeks will most likely hit peak times in call volume.

Contact Center 69

Contact Center Wait times Journey mapping Interactive Voice Response 69

JustCall

DECEMBER 10, 2020

Increase Employee Engagement With Sessions. This increases employee engagement. A common good practice is, when putting clients on hold, agents must predefine wait times. Longer waits times may cause customers to hang up, leading to negative experiences.

Best practices 52

Best practices Call Center Sales Average Handle Time 52

Fonolo

NOVEMBER 23, 2017

Okay, okay, we’ve spelled out why hold times are so terrible, but unfortunately they are still a regular occurrence. Here are 5 things you can do to make it through those long, lonely, wait times: 1. It’ll definitely take your mind off waiting, and in the end you’ll have something to show for all that “wasted” time.

Self service 86

Self service Wait times Morale Call Center 86

Expivia

SEPTEMBER 2, 2021

Service level : How many calls were handled at a given time? Average speed of answer : How long did the callers wait before an agent answered? Longest delay : What was the longest wait time? Agent sentiment reports let you know about efficiency issues, training needs, and employee satisfaction.

Call Center 96

Call Center Average Handle Time Benchmark Best practices 96

aircall

MARCH 16, 2022

It’s harder to create meaningful interactions when customers are waiting on hold. To minimize wait times and maximize success, you need to avoid any lost time to unnecessary call redirecting. Setting the Support Team Up for Success.

Customer centricity 71

Customer centricity Finance Interactive Voice Response Coaching 71

Serenova

APRIL 16, 2020

When employees feel supported, they perform better, making it easier to maintain business continuity in the short-term. Employee care programs also have a long-term impact on employee engagement , productivity, loyalty and retention. A Cloud-based Support Center for a Global Workforce.

Interactive Voice Response 96

Interactive Voice Response contact center workforce Contact Center Finance 96

Call Experts

DECEMBER 28, 2018

Compensation is not the only way to keep employees happy with their job. . Secure more return for your brand by improving employee engagement, and use the culture of your organization to drive customer satisfaction. Be strategic about how to make your employees feel a sense of purpose.

outsourcing 56

outsourcing Call Center Answering services Employee engagement 56

OctopusTech

MARCH 1, 2023

Engage agents The saying “happy agents make happy customers” may be overused, but that doesn’t mean it’s not 100% true. Engaged employees feel an emotional commitment toward their employers and are more vested in helping their employers succeed.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

SharpenCX

APRIL 7, 2021

A big company can save upward of $60 million annually if managers can move teams to the top quartile of engagement. Why it matters: There’s a direct link between employee training and development and employee engagement. According to Quantum Workplace , 79% of employees who had a formal development program were engaged.

Customer Service 67

Customer Service Coaching Call Center Employee engagement 67

Call Experts

JANUARY 15, 2020

6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences. Employee engagement trends that lead to company growth! Your customers, old and new, will experience exceptional service and shorter wait times. FCC blocks Robo-Calls.

Chatbots 72

Chatbots Journey mapping Interactive Voice Response outsourcing 72

bold360 Blog

APRIL 13, 2020

The consequences of this double whammy are highly-negative for CX: longer wait-times, higher customer dissatisfaction rates, more customer churn and diminishing revenues. Flip the coin over, and we see that employee experience is also suffering.

Chatbots 69

Chatbots Self service Call Center Employee engagement 69

Call Experts

JANUARY 8, 2020

6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences. Employee engagement trends that lead to company growth! Your customers, old and new, will experience exceptional service and shorter wait times. FCC blocks Robo-Calls.

Journey mapping 78

Journey mapping Contact Center Interactive Voice Response outsourcing 78

Balto

NOVEMBER 2, 2022

Here, the goal is to ensure customer satisfaction is kept high while minimizing wait times. Communicate Regularly with Employees. By communicating regularly with your call center employees, you’ll be able to increase employee engagement.

Call Center 52

Call Center Management Average Handle Time Gamification 52