Playvox
JULY 14, 2023
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?
Fonolo
AUGUST 29, 2018
Here, experts and influencers in the CX and CS industries give us incredibly valuable soundbites on best practices, boosting morale, improving performance, implementing technology, building partnerships, and delivering a well-orchestrated customer support offering to your burgeoning audience of customers. It’s not an easy job being an agent.
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NobelBiz
AUGUST 28, 2023
Integration with Customer Feedback Channels like surveys and reviews into your contact center operations can enable agents to gather valuable insights and adapt their approach accordingly. High turnover not only affects the contact center performance but also dampens team morale. The struggle to retain skilled agents is real.
Fonolo
NOVEMBER 11, 2021
Lower contact center morale. Collecting feedback from your agents regularly will give you insights on how to best serve their needs. Team culture – ensure your agents feel supported and heard by creating opportunities for touchpoints and feedback. The consequences of overlooking disengaged agents? Embrace new technology.
Eptica
SEPTEMBER 3, 2015
Be multichannel While millennials are extremely active on social media, they don’t want to receive service exclusively through the likes of Twitter and Facebook. Smart companies will make sure they are listening to this feedback and using it to improve how they operate. Share this page on: Tweet.
Eptica
OCTOBER 21, 2015
This rising volume of customer interactions, covering everything from questions about products and post-sales queries, to complaints and positive feedback , threatens to overwhelm many organizations. Author: Pauline Ashenden Consumers are sending an increasing number of questions to companies , across more and more channels.
Eptica
OCTOBER 9, 2015
In today’s social media-driven economy, consumers increasingly want to give feedback on how they have been treated, letting friends, family and the wider world know their thoughts on brands and the service they have received. This can be through review sites, Facebook, Twitter or even just word of mouth. Share this page on: Tweet.
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