SharpenCX
APRIL 29, 2020
And, look to your year-over-year metrics for added guidance, too. Once you have these predictions on deck, you can use WFM tools (like Sharpen + Community WFM ) and additional service-level metrics to figure out how many agents you need to take care of incoming customer needs. Coaching builds confidence in your agents.
SharpenCX
MARCH 18, 2020
FlexJobs found that of the companies that allow remote work, 85% increased productivity, 90% improved employee morale, and 77% reduced operating costs. And while they work, focus on outcomes over metrics. And, it’s how you’ll keep work-life balance and morale high for your agents. This comes from a fear of failure.
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Playvox
JANUARY 13, 2022
They’ve never known life without the internet and leverage digital technology to communicate, learn, shop, and be entertained. In addition to being tech-savvy, Gen Z also makes decisions based on morals and values. They’re comfortable with collaboration tools and prefer multimedia learning.
NobelBiz
JULY 31, 2023
When customers feel informed and entertained, their perceived wait time reduces, leading to enhanced satisfaction levels. This not only boosts agent morale but also ensures consistent service quality levels. Agent Performance Trends: Identifying patterns in agent performance metrics can guide training needs and reward programs.
SharpenCX
FEBRUARY 25, 2020
And, this hurts you, team morale, and your customers. How are you supposed to make sense of the relationship between these metrics? Distilling your metrics down and simplifying how you display them to your agents and execs is more effective (and less stressful). Each disengaged employee can cost you $2,246 , according to ADP.
Expivia
FEBRUARY 27, 2021
But playing games at work isn’t just about fun, there are a lot of other great benefits: Morale boost : Call center games are enjoyable. Every time an associate hits a metric, they get to choose a space. At Expivia , we do everything we can to engage, entertain and keep our employees on their toes. Battleship.
Netomi
JANUARY 5, 2022
Mr. Ray helps CX and marketing leaders to launch and manage successful CX programs, gather and use voice of the customer (VoC) data more effectively, align CX metrics to the right leading indicators of success, and improve the use of customer journey maps and personas. Follow Lyn on Social Media: Twitter: ClearAction (@clearaction).
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