aircall

JANUARY 15, 2019

Although it may be hard to spot, and even harder to quantify, low morale can trip up even the hardest working teams. While it’s common to have one or two team members experience a bout of decreased motivation, the long term effects can cascade and wreak havoc on employee morale and grind productivity to a screeching halt.

Morale 59

Morale Customer Support Employee engagement Metrics 59

Monet Software

SEPTEMBER 24, 2020

By taking an agent-centric approach to contact center quality management , regular QA feedback can become an opportunity for growth that agents welcome—one that improves employee satisfaction, morale, retention and yes, employee engagement. Group QA metrics into tiers, representing milestones toward interaction mastery. Here’s how. #1

Morale 48

Morale Quality management contact center workforce Employee engagement 48

NobelBiz

SEPTEMBER 12, 2023

For call centers, metrics provide insights that shape strategies and determine operational efficiency. Among these metrics, the “Talk” metric stands out as a vital instrument. Understanding the Average Talk Time metric Average Talk Time represents the actual duration an agent spends conversing with a customer.

Metrics 52

Metrics Call Center Outbound sales Contact Center 52

Solvvy

SEPTEMBER 20, 2022

Evaluate these metrics: First response time : This metric shows the time it takes customer service agents to respond to customers. Average resolution time : This metric shows how quickly customers get a resolution when they call for information. Increased Employee Morale. Easy Scalability.

Chatbots 62

Chatbots Metrics Customer Support Customer Service 62

Balto

NOVEMBER 8, 2022

There are many metrics and KPIs (Key Performance Indicators) that give you insights into agent productivity, customer satisfaction, and employee satisfaction. These metrics can significantly improve your decision-making process and make your agents and customers happier. Key Metrics for Measuring Agent Performance. Call Volume.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

CCNG

MARCH 8, 2023

You know that preventing these types of scenarios is key to keeping morale high and productivity consistent—but how? In this blog post, we're discussing how to recognize warning signs and prevent contact center agent apathy before it affects performance metrics (and profits!).

Morale 195

Morale Contact Center CCNG Agent burnout 195

SharpenCX

JUNE 10, 2021

Define metrics to track agent performance and set attainable goals for each employee. Then, make sure your agents have visibility into those key metrics and how their interactions impact each one. While you’re at it, keep track of agent-focused metrics, like Average Training Investment per agent and Transfer Rate, too.

Morale 67

Morale Call Center Contact Center Coaching 67

ShepHyken

MAY 16, 2022

Are You Tracking the Customer Service Metrics That Really Count? My Comment: We kick off this week’s Top Five roundup with an excellent article about the best customer service metrics. Yes, metrics matter. In addition to the traditional metrics, my take is that you should also measure customer behavior.

Customer Service 161

Customer Service Airlines Metrics Journey mapping 161

Call Center Weekly

OCTOBER 9, 2017

Improved quality and performance When staff are trained on a continual basis, they move the needle on quality and performance metrics such as CSAT, QA, NPS,QA. Improved morale Why is training and development important? They impact customer churn, reduce morale, and cost more money and time over the life of employment.

Contact Center 273

Contact Center Morale Government Education 273

Calltools

FEBRUARY 2, 2022

But which agent KPI metrics should you focus on? Calls per agent is one of the most fundamental agent KPI metrics. This metric will allow you to measure how productive agents are, which is especially helpful when they work from home. Improvement in employee morale. Calls Per Agent. Average Handle Time.

Call Center 52

Call Center Metrics Average Handle Time First call resolution 52

ShepHyken

AUGUST 18, 2023

Open communication and addressing these concerns are crucial for maintaining employee morale and wellbeing. Measuring Success: Key Performance Indicators (KPIs) Customer Satisfaction Metrics and Feedback Measuring customer satisfaction through feedback and survey data helps gauge the effectiveness of AI-driven customer service.

Customer Service 156

Customer Service Employee engagement Chatbots Morale 156

SharpenCX

JUNE 2, 2020

Then, use your WFM tools (or an Erlang calculator if budgets are tight) to measure how many agents you need each hour to maintain service-level metrics. The post Pivot Your Workforce Management Strategies Toward Employee Engagement Then Watch as Agent Morale, CSAT and Executive Buy-In Skyrockets appeared first on Sharpen.

Employee engagement 76

Employee engagement Morale Management Contact Center 76

Fonolo

SEPTEMBER 21, 2023

The 4 Most Important Call Center Agent Performance Metrics 1. This call center metric is an essential gauge of customer perception — how they perceive your product and service. As with many of these call center metrics, CES is a good indicator, but rife with nuance. Still, many managers use this back to front.

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

Callminer

JUNE 21, 2017

Promoting employee morale by showcasing past successes: training time is an excellent space to rally morale and help inspire staff members, especially when faced with concrete examples of positive results and behaviour by their peers. Providing data, metrics and analytics. Bringing in top performing agents.

Best practices 174

Best practices Call Center Morale Coaching 174

Fonolo

MAY 30, 2023

Executive Guide to 6 Call Center Metrics What is Workforce Management in a Call Center? Employees who use it report having a better work-life balance and improved morale. Employees who use it report having a better work-life balance and improved morale. They can manage their own schedules, request time off, and swap shifts, too.

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

JustCall

APRIL 15, 2024

Excessive workload strict metrics 2. Focus on quality over quantity metrics 6. The pressure to meet strict metrics, handle high call volumes, and provide top-notch customer service makes call centers incredibly demanding. There is also often a lack of performance metrics on which they are evaluated. Repetitive tasks 3.

Call Center 52

Call Center Agent burnout Scripts Metrics 52

The Northridge Group

JULY 20, 2023

However, as AI and other emerging technologies evolve to support associates and handle the more transactional issues, traditional productivity metrics have evolved as well. Even Some of the Best KPIs Can Be Misleading Cost-per-contact and Average Handle Time (AHT) are two metrics that may present misleading information.

Contact Center 121

Contact Center Abandon rate contact center associations Metrics 121

The Northridge Group

AUGUST 14, 2023

When The Northridge Group was engaged by a major benefits administration provider to deliver a Performance Coaching Program that included coaching and development of new hires, the partnership resulted in a 34-percentage point increase in quality acceptance rate, a decrease in escalated cases, and positive associate morale and engagement.

Contact Center 92

Contact Center Coaching Morale contact center associations 92

Horizon CX

FEBRUARY 29, 2024

The Power of Purging Perfunctory Performance Introduction In the bustling world of business, where metrics often dominate discussions and efficiency reigns supreme, one crucial aspect can sometimes be overlooked: the human element.

Morale 52

Morale Customer centricity Upselling Feedback 52

Fonolo

AUGUST 17, 2021

Use metrics and act on them. Use historical data, analytics, and call center metrics to measure your agents’ and overall call center’s performance. Evaluate metrics like first-call resolution , customer satisfaction score, abandonment rate, and average handle time to measure performance, and compare them to your competitors.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

Fonolo

JUNE 9, 2020

Metrics for Evaluating Contact Center Agent Performance. Most commonly used in call centers, this metric can help you gain insights on the responsiveness and efficiency of your agents. This metric is a great way to track how efficiently your agents are managing their time at work. Where should you begin? Occupancy Rate.

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

Fonolo

NOVEMBER 8, 2022

In fact, agent morale, customer satisfaction, and other important KPIs are directly tied to your call center’s ability to successfully manage incoming queries. When it comes to lowering call center demand, first call resolution (FCR) is the most important call center metric to focus on. Focus on First Contact Resolution.

Call Center 156

Call Center Interactive Voice Response Self service Abandon Call 156

CSM Magazine

DECEMBER 4, 2023

As businesses increasingly prioritize the incorporation of environmental, social, and governance (ESG) initiatives into their daily operations, many executives are rightfully pondering not only the moral implications of responsible ESG practices but – perhaps more importantly – how to quantify their impact on corporate financial performance (CFP).

Government 105

Government Morale Finance industry standards 105

Fonolo

JUNE 8, 2021

It takes someone with great self-control and tremendous disposition to be a successful call center agent, but even the most natural customer service professionals are susceptible to the effects of low morale. Regular acts of public recognition can really improve morale and bring out the positive spirit in everyone.

Call Center 133

Call Center Morale Contact Center Technology 133

Outsource Consultants

JANUARY 3, 2024

Grading our 2023 BPO Industry Predictions Prediction: Agent Morale is 2023’s Top Priority In late 2022, we heard from new clients that a key concern for 2023 was partnering with BPO vendors adept at managing rising attrition rates. This change in focus led clients to make decisions increasingly based on agent satisfaction levels.

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

Fonolo

MARCH 3, 2022

Metrics and data analysis. Maintaining Workplace Morale. That’s why it’s so important to keep track of call center metrics and data to assess any areas that need improvement, or any new strategy needs. Moral support. Sometimes metrics don’t tell you the whole story. Day-to-day tasks and delegations. Onboarding.

virtual call center 87

virtual call center Call Center Management call center software 87

Fonolo

JULY 14, 2020

The Executive Guide to Improving 6 Call Center Metrics. Flexible scheduling has been proven to increase morale. Flexible working arrangements show your employees that you care about their personal lives, which boosts morale. You may be able to get close but very few contact centers have a steady flow of inquiries.

Contact Center 126

Contact Center Morale Call Center Employee engagement 126

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? This comprehensive approach allows businesses of all sizes to unlock a deeper understanding of their customer’s journey, preferences, and pain points.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

Fonolo

OCTOBER 13, 2022

Unplanned absences are part of your shrinkage metric. That’s why it’s important to prioritize agent morale by offering real incentives such as flexible work scheduling, health benefits, appropriate training and the opportunity for career advancement. . Address Absenteeism. Short-term incentives can help, too.

Call Center 81

Call Center Schedule adherence First call resolution Morale 81

SharpenCX

NOVEMBER 23, 2021

10 Ways to Go Above and Beyond for Your Employees: Boosting Call Center Motivation and Morale : Invest in your agents and invest in yourself by creating a positive workplace. Read through this blog post to learn how to motivate your agents and boost morale on your team. Get the Whitepaper.

Customer Service 128

Customer Service Morale Contact Center Call Center 128

Fonolo

NOVEMBER 24, 2020

” — Kate Nasser, The People Skills Coach ™ , Author of Leading Morale , Customer Service & Leadership Consultant. This will require a change in metrics and KPIs, as these calls and interactions will take longer, and metrics like Average Handle Time will give way to KPIs such as customer sat, NPS, FCR, etc.”

Contact Center 159

Contact Center Average Handle Time Consulting Consulting 159

ClearAction

JANUARY 8, 2024

Lower productivity as value-rescuing dominates precious time, resources, morale, and tenure. Re-align out-of-sync policies, processes, agendas, reviews, metrics, approvals, rewards, recognition, and succession. Higher costs to serve: customer service, returned materials, remedies, etc.

Customer centricity 62

Customer centricity Chief Customer Officer Metrics Enterprise 62

Fonolo

JULY 7, 2022

To sum it up: contact center schedule adherence matters because it measures your agents’ productivity and engagement and can be a warning sign that agent morale is slipping. Schedule adherence is a great metric for tracking agent engagement and identifying individual underperformance. cctr #cctrmanagement Click To Tweet.

Schedule adherence 141

Schedule adherence Call Center Abandon rate Wait times 141

VirtualPBX

APRIL 1, 2021

We’ve updated our Reports selection to give you immediate access to “Video Conferencing Survivor Reports” that provide you with options to see overall colleague performance, upvotes, downvotes, and engagement metrics to use during your next employee training or morale meeting. Just don’t be too harsh about morale.

Morale 98

Morale Metrics Personalization 98

Call Center Weekly

JULY 18, 2017

Constantly checking up, interrogating, or otherwise showing you do not trust them to do their job will decrease their productivity, morale, and performance. Assign projects with deadlines, track metrics, and/or assign tasks as required. This should be avoided unless warranted. Don't allow this to be your default perspective.

Morale 120

Morale Employee engagement outsourcing Coaching 120

Hello Customer

DECEMBER 16, 2020

Your team is always fire-fighting, it’s difficult to keep morale high and it might be easy to think that your efforts go unnoticed by management. You might be tracking your team ’s performance with numerous metrics. However, i f you’re struggling to prove the value of your team, there’s at least one metric you want to step away from.

Customer Service 76

Customer Service Morale Feedback Metrics 76

Customer Service Life

DECEMBER 23, 2020

It’s the sort of contact center where agent morale is low and the culture is negative, and managers don’t bother to empower employees, requiring them to hit unreasonable goals on metrics. I love contact center leaders that plan events to bring the team together and boost morale.

Contact Center 126

Contact Center Morale Metrics Accountability 126