Callminer

FEBRUARY 4, 2021

More effectively identifying and managing customer vulnerability isn’t just a benefit for consumers, companies that can successfully support vulnerable customers deliver better customer service and improve customer retention and loyalty. Meet Our Panel of Call Center Experts & Business Leaders: Kevin Lee. Chris Laan.

Call Center 345

Call Center Contact Center Finance Consulting 345

CCNG

MAY 10, 2023

While customers expect immediate answers to their inquiries, efficient order processing, and fast shipping, there’s no indication that fulfilling these expectations is improving customer service. You encountered a message from an organization stating due to higher-than-expected call volumes, your wait times will be longer than usual.

Customer Service 195

Customer Service CCNG Journey mapping Consulting 195

Callminer

FEBRUARY 19, 2020

There are numerous issues for which call center managers and leaders must account in running a successful customer support operation. To help you in doing so, we’ve highlighted the major concerns typically encountered by call centers below. Ballooning Call Volume. Talent Recruiting and Retention.

Call Center 287

Call Center Technology Accountability Customer Support 287

ShepHyken

AUGUST 19, 2022

This week we feature an article by Cassidy McDonnell, Creative Solutions Manager at Balto Software , a company that helps agents live on the call to analyze what’s working and scale best practices in real-time. She shares how organizations can improve employee engagement and customer satisfaction.

Scripts 200

Scripts Customer Experience Employee engagement Best practices 200

The Northridge Group

AUGUST 14, 2023

In the post-pandemic world, contact center leaders are prioritizing three interconnected objectives: employee productivity, retention, and satisfaction. By cultivating a positive working environment, leaders can optimize the employee experience to mitigate absenteeism and attrition while simultaneously enhancing productivity.

Contact Center 92

Contact Center Coaching Morale contact center associations 92

COPC

JANUARY 15, 2024

has partnered with Centrical to bring you the Improving Contact Center Retention Series, where we explore how organizations can reduce early attrition. This second installment of the series will offer insights into onboarding best practices for new employees. 

Best practices 78

Best practices Employee engagement Coaching Feedback 78

Fonolo

MARCH 14, 2023

We’ve all heard about the human touch and how important it is in the CX and call center spaces. Your customers want thoughtful and empathetic service, and that’s not something you can get from technology alone. Why do call centers struggle with retaining their agents? Contact center work is challenging.

Call Center 95

Call Center Contact Center Self service Contact center software 95

Fonolo

DECEMBER 6, 2022

When it comes to contact center development, what Darnell means is that you must engage. You can’t passively improve a call center. . As leaders and managers, you need to get down and dirty with metrics, KPIs, and agent performance to run a successful contact center. But let’s linger on leadership style.

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

ShepHyken

FEBRUARY 25, 2022

This week we feature an article by Janine Hunt, Client Partnership Director at Kura , a company that provides customer service solutions by outsourcing contact center services and software solutions. She shares how customer service is the deciding factor to your customer’s loyalty to your business. No, that’s not a typo.

outsourcing 156

outsourcing Customer retention Contact Center Customer Service 156

Global Response

FEBRUARY 26, 2024

And by increasing customer retention by a mere 5%, companies raise their profits between 25% and 95%. Improving your customer service sets your company apart from competitors and improves your bottom line. And by increasing customer retention by a mere 5%, companies raise their profits between 25% and 95%.

Call Center 62

Call Center Customer Service outsourcing CRM 62

Playvox

MARCH 12, 2024

Think about the last time you reached out to a contact center for one of the services or products that you purchased. You could have contacted the company in a multitude of ways — chat, text, social media, or even an “old-fashioned” telephone call. The importance of agent motivation in a call center cannot be overstated.

Morale 78

Morale Gamification Contact Center Quality management 78

The Northridge Group

JULY 10, 2023

From the first “How may I help you?”, your call center can make or break your business. When you ensure your call center utilizes KPIs that align with your company culture, you can start to make a difference in how your customers view you.

Call Center 104

Call Center First call resolution Advertising Scripts 104

Fonolo

OCTOBER 26, 2022

When you think of improving your call center motivation, do you dream of near-perfect customer satisfaction scores ? To get a real sense of how things are going, don’t just look at your customers; look at your agents. If they’re motivated, your customers will likely feel satisfied.

Call Center 142

Call Center Abandon rate Education Contact Center 142

Playvox

JANUARY 30, 2024

There’s more to engaging, motivating, and empowering employees than simply giving lip service with buzzwords like “you’ve got this,” “quick win,” and “continuous improvement.” Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching.

Gamification 79

Gamification Contact Center Coaching Quality management 79

Fonolo

JUNE 17, 2021

Keeping your staff motivated and satisfied in their work is vital to contact center performance. Studies show that agent engagement is linked to increased profitability, better employee performance, employee retention, and employee empowerment. How to Foster Agent Engagement in a Hybrid Contact Center.

Call Center 140

Call Center Morale Gamification Employee engagement 140

Outsource Consultants

MARCH 27, 2024

As Women’s History Month comes to a close, Outsource Consultants wants to celebrate the incredible women leading the call center industry. Women have always been a driving force behind call center excellence, ( 71% of global employees are women ) — but this representation has not scaled as quickly at the ownership level.

Call Center 67

Call Center Government outsourcing call center workforce 67

COPC

NOVEMBER 15, 2023

Early attrition is a common and expensive problem for contact centers. However, it is possible to cut call center attrition rates and the associated costs. COPC has partnered with Centrical to bring you the Improving Contact Center Retention Series, where we will explore how organizations can reduce early attrition.

Call Center 95

Call Center Employee engagement Best practices Contact Center 95

Fonolo

NOVEMBER 15, 2022

They’re a staple of almost every workplace, and call centers are no exception. If your agents aren’t satisfied in their daily work, or they’re not doing their job properly, it can spell disaster down the road. The Executive Guide to Improving 6 Contact Center Metrics. Ah, performance reviews. DID YOU KNOW?

Call Center 127

Call Center Management Average Handle Time Employee engagement 127

NobelBiz

FEBRUARY 27, 2024

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

Fonolo

FEBRUARY 22, 2022

At the end of a long work day of managing agents, customer queries, and high call volumes, call center leaders want to have achieved two fundamental goals: retain solid employees, and provide excellent customer service. A starting point for all of this is to calculate your call center’s attrition rate.

Call Center 87

Call Center Contact Center call center workforce Morale 87

NobelBiz

NOVEMBER 13, 2023

According to Forbes : 97% of consumers and 98% of contact center managers say customer service interactions impact whether consumers stay loyal to a brand. 60% of consumers have switched brands due to a negative contact center experience. 60% of consumers have switched brands due to a negative contact center experience.

Customer Experience 111

Customer Experience Contact Center Call Center Revenue potential 111

Fonolo

AUGUST 24, 2021

Employees, especially call center agents, spend a significant portion of their lives at work. Your call center or contact center environment plays a big role in how engaged your agents are in their day-to-day work. How to Foster Agent Engagement in a Hybrid Contact Center.

Call Center 148

Call Center Morale Best practices Contact Center 148

Fonolo

AUGUST 19, 2021

If you’ve ever experienced burnout, you know how catastrophic it is. Burnout is a mix of feeling exhausted, negative, and distant from your job all at once. And, those stats are even higher for customer support representatives, including call center agents. How to Foster Agent Engagement in a Hybrid Contact Center.

Agent burnout 148

Agent burnout Call Center Metrics Contact Center 148

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. With a career spanning over 20 years, Eric has an extensive amount of experience in Contact Center and 3rd party and onshore vendor management.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Fonolo

MAY 30, 2023

Managers know that call center workforce management matters. Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too.

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

Global Response

AUGUST 7, 2023

Culture is one of the most nebulous aspects of any company or team—but creating a positive one can make or break your employee experience, your customer service, and your bottom line. Your core values should be at the heart of the mission and vision of your company, and should be expressed both internally and externally.

Call Center 62

Call Center Morale Employee engagement Customer centricity 62

Global Response

MARCH 27, 2024

Call centers are increasingly turning to big data analytics as a pivotal tool for optimization. Today, we’ll explore the cutting-edge techniques and strategies at the intersection of big data analytics and call center operations. Understanding big data analytics in call centers First off, what is big data analytics?

Big data 62

Big data Call Center Analytics Interactive Voice Response 62

SharpenCX

JUNE 28, 2023

This means true customer service success is far deeper than just tracking calls received. Improving your customer service metrics requires a deeper look at which KPIs make sense for your contact center and the strategies you use to achieve them. What Call Center Metrics Should You Measure?

Call Center 67

Call Center Metrics call center software Contact Center 67

Calltools

MAY 3, 2023

Employees today can have a tendency to take that frustration out on co-workers and even on customers — especially if they don’t feel appreciated, engaged, or otherwise happy in their roles. 5 Tips to Enhance Agents’ Experience Your contact center agents’ experience is just as important as your customers’ experience.

Contact Center 98

Contact Center Coaching Average Handle Time Analytics 98

Vistio

MARCH 16, 2024

To achieve success in their contact centers, organizations must invest in efficient and comprehensive agent training approaches tailored to address the complexities and demands of the modern call center landscape. Call handling protocols and guidelines – Do agents need to give a standard greeting or call wrap-up?

Contact center software 52

Contact center software Contact Center CRM Call Center 52

Fonolo

MAY 25, 2022

Operating a successful contact center is an expensive endeavour. From agent hiring and training to in-house IT support, marketing, and HR, call center costs quickly add up. Though some folks believe cutting corners on equipment is a great way to save your call center some cash, we beg to differ.

Call Center 87

Call Center Technology First call resolution outsourcing 87

Fonolo

MAY 27, 2021

Employee feedback is critical for businesses who want to understand their employees’ opinions and attitudes towards work, and improve their business policies and processes. Measuring engagement through surveys allows for employees to feel heard. Discover the Six Crucial Contact Center Trends That Will Shape 2021.

Call Center 136

Call Center Surveys Coaching Best practices 136

Global Response

MAY 15, 2023

Outsourcing provides a flexible, scalable and affordable solution for companies to augment existing staff or scale up staffing as necessary, bypass the ups and downs of the US labor market, and create a steady, sustainable solution to reduce employee burnout and improve business performance.

outsourcing 62

outsourcing Call Center Management Service level 62

Fonolo

JUNE 7, 2022

Setting goals with your contact center agents will support your most important profit driver: your customer base. This article will cover the importance of customer service goals and how it’s vital to include agents in the strategy and some examples. How to Effectively Set Goals with Your Call Center Team.

Customer Service 81

Customer Service Abandon rate Call Center Interactive Voice Response 81

Playvox

OCTOBER 20, 2023

But when you move to a world of digital or omnichannel customer support, the human language element goes away and it becomes much more difficult to gauge how customers really feel about our company, brand, products, and experiences. How do you “read the customer” in texts and chats? What is Customer Sentiment Analysis?

Contact Center 82

Contact Center Coaching Feedback Surveys 82

Nicereply

APRIL 29, 2024

No matter what your job title is, you’re more than likely to receive some form of negative feedback. They allow you to take a closer look at your performance and take the steps to improve for the future. Some employers may even put an action plan in place and hold monthly meetings to track your progress.

Feedback 52

Feedback Construction B2B Call Center 52

Fonolo

SEPTEMBER 16, 2022

On a good day a call center can run a well-oiled machine, but call center shrinkage can derail the best-laid plans. . They might be on a break or in a meeting, and some have likely called in sick or arrived late. They might be on a break or in a meeting, and some have likely called in sick or arrived late.

Call Center 87

Call Center Schedule adherence Benchmark Average Handle Time 87