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

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

Create a strategy that sets your agents up for success, and coach them to always improve and reach their personal goals. 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.

Morale 67

Morale Call Center Contact Center Coaching 67

Balto

MAY 31, 2022

The Conversation Excellence Lab surveyed 567 in-person, remote, and hybrid agents to learn the answers to the questions above. We found: Remote and hybrid agents use their scripts slightly more than in-person agents — and their managers know it. Our survey included 245 in-person agents, 123 remote agents, and 199 hybrid agents.

Scripts 52

Scripts Personalization Contact Center Morale 52

SharpenCX

JUNE 2, 2020

Every person who reaches out gets directed to the agent who knows how to best answer their inquiry in a reasonable time frame. Customers won’t have to jump from person to person just to get the help they need. Think of how seamless the experience becomes when customers are sent to the right person, in the right moment.

Employee engagement 76

Employee engagement Morale Management Contact Center 76

Cincom

MAY 7, 2024

By centralizing communication delivery and leveraging artificial intelligence (AI) to optimize messaging, CCM platforms empower companies to provide personalized, responsive customer experiences through any channel. can populate these communications with personalized details and required legal statements.

Healthcare 52

Healthcare Enterprise CRM Morale 52

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. However, perfunctory service erodes customer loyalty by failing to establish meaningful connections and rapport.

Morale 52

Morale Customer centricity Upselling Feedback 52

Fonolo

MARCH 3, 2022

In an article by Destination CRM, founding partner of International Customer Management Institute (ICMI) Brad Cleveland asserts that COVID-19 shifted 80% of in-person call centers to virtual call center environments. The first step we’ll take here is to help you understand the differences between virtual and in-person call centers.

virtual call center 87

virtual call center Call Center Management call center software 87

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

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. I’m personally in favour of a more straightforward NPS system: Yes or No. The customer service industry is evolving and hasn’t looked back.

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

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. This lack of work-life balance impacts agents’ overall well-being and personal relationships.

Call Center 52

Call Center Agent burnout Scripts Metrics 52

SharpenCX

NOVEMBER 23, 2021

The Secret to Unlocking Service Excellence Is Data : From this Contact Center Pipeline post, learn how to use the data in your call center to deliver a personalized customer experience and become an example of quality service. Read through this blog post to learn how to motivate your agents and boost morale on your team.

Customer Service 128

Customer Service Morale Contact Center Call Center 128

VirtualPBX

APRIL 1, 2021

You can vote your colleagues out of a meeting for any reason you want: It’s nothing personal, but maybe that speech has lasted a little too long. During a video conference, you click or hover over the person you want to vote for. Just don’t be too harsh about morale. Vote them off! Vote them off! The concept is simple.

Morale 98

Morale Metrics Personalization 98

Fonolo

OCTOBER 13, 2022

Let’s say a part-time agent is scheduled for 20 hours in a week, and spends 4 hours doing other tasks: the shrinkage rate for that person is 4/20 or 20%. Unplanned absences are part of your shrinkage metric. This includes agents taking unexplained leave or extended breaks, and overusing sick leave or personal days.

Call Center 81

Call Center Schedule adherence First call resolution Morale 81

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

Fonolo

NOVEMBER 24, 2020

. “I see the CX industry finding new, faster and more efficient ways to meet their customers’ needs, maybe through the use of new technology, while also balancing a deeply personal, empathetic human connection.” ” — Shep Hyken , CS & CX Expert and NYT Bestselling Author at hyken.com.

Contact Center 159

Contact Center Average Handle Time Consulting Consulting 159

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

Quality Contact Solutions

SEPTEMBER 14, 2022

This person or team will be able to look at the program with a fresh set of eyes and be objective in the evaluation of the telemarketing program. Improved employee satisfaction and morale: If you think about how an assessment is viewed by a front line agent making telemarketing calls, if done correctly, an assessment can be very positive.

Telemarketing 98

Telemarketing Wireless Morale Scripts 98

Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. Customer service is about finding a balance between efficiency and personalization…”.

Call Center 182

Call Center Management Scripts Coaching 182

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. Buddy the Elf here. How can I help you?”

Contact Center 126

Contact Center Morale Metrics Accountability 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

Hodusoft

OCTOBER 22, 2021

Particularly, the metric- cost per contact. Furthermore, allowing competent agents the freedom to retort differently and find creative ways to resolve issues can boost their morale, work engagement, and productivity. Call center metrics focus entirely on average handling time or average talk time. Set personal goals.

Call Center 122

Call Center call center software Schedule adherence Wait times 122

Serenova

AUGUST 30, 2019

However, 82% of American employees feel like they are not recognized enough by their leaders for the contributions they make, which takes a toll on productivity, morale and profitability in a workplace ( HBR ). While praising employees for their good work is critical, you should ensure it is genuine and personal. Keep It Sincere.

Morale 60

Morale Gamification Coaching Employee engagement 60

CCNG

JANUARY 4, 2023

However, we know that many customer needs (and customer types) still require the personal atten­tion of live agents. One manager said it feels like efforts at improving these satisfaction metrics have “hit a wall.” Consider a knowledge management {KM} system that reduces your Average Handle Time metric from 5 minutes to 4.5

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Ann Michaels and Associates

JULY 21, 2023

This helps prevent any personal biases from influencing the evaluation. Use call center software and tools to monitor performance metrics and determine if evaluations lead to improvements. Recognizing top-performing agents can boost morale and motivation.

Call Center 52

Call Center Customer Service Construction Coaching 52

Serenova

MAY 1, 2020

According to research, 82% of North American employees do not think they receive adequate recognition at work, and that hurts productivity, morale and profitability—regardless of what else is happening in the world. Relying on well-chosen KPIs, real-time metrics and consistent coaching suggestions can help maintain the necessary balance.­.

Morale 98

Morale Coaching Contact Center Quality management 98

Nicereply

JUNE 20, 2023

If a hiring mistake is made, the impact on the team, and company, can mean delays in projects, reduced morale, or at worst a disruptive pivot of a team. Roles with similar titles have vastly different responsibilities , deliverables, and metrics in the market. There are still advantages to working in person.

Customer Experience 86

Customer Experience SaaS Construction Morale 86

SmartAction

NOVEMBER 22, 2023

Conversational AI technology over the phone goes beyond chatbots to leverage the power of voice and offer a more personal experience. Adding AI creates a more ideal experience for the business and the customer, creating further efficiency while providing the personalized experience customers now demand.

Contact Center 90

Contact Center Interactive Voice Response Virtual Agent Management 90

CSM Magazine

JUNE 1, 2018

Brands like KLM Royal Dutch Airlines, have already found ways to leverage AI to power their service operations and drive friendlier and more personal customer support interactions. And how is technology changing the game in terms of operational efficiency, agent morale, and support center profitability? Improvement in Service Metrics.

Customer Service 70

Customer Service Airlines Morale Scripts 70

NobelBiz

JUNE 19, 2023

Harnessing the power of real-time monitoring in call centers is like having a crystal ball that reveals customer needs and preferences in the moment, enabling personalized interactions that leave a lasting impression. Clear objectives guide the integration process and provide metrics for measuring success. Utilize the right tools.

Call Center 52

Call Center Coaching Contact Center Metrics 52

Outsource Consultants

FEBRUARY 22, 2021

For most workers, it’s been almost a year away from the office — and morale is high: 86 percent of remote workers feel less stressed. Areas of innovation your BPO should already offer supervisors: LMS solutions to replace or supplement in-person training. Business intelligence to help supervisors target productivity hacks.

Call Center 76

Call Center Gamification Coaching Morale 76

JustCall

MARCH 9, 2023

Constructive Feedback is Key Ideal for: Sales managers looking to boost their employee’s morale with real-time, constructive feedback The sales landscape can be challenging. This keeps their morale high and encourages them to repeat the behavior, leading to long-term success. Or the quality?

Gamification 52

Gamification Sales Morale CRM 52

Monet Software

FEBRUARY 13, 2020

But then operations feel out of control or metrics drop. The right tools can help unify the call center’s split personality and foster an environment that is both employee- and customer-centric. On the other hand, the metrics-focused manager is trying to do right by the business by maximizing schedule adherence.

Schedule adherence 77

Schedule adherence Contact Center Employee engagement Morale 77

Fonolo

NOVEMBER 3, 2020

Our research for The State of the Contact Center 2020 Report indicates that the change to remote work, along with increasing public scrutiny and growing corporate EQ, will cement Agent Satisfaction as the ‘Master KPI’ on which all other metrics depend. Download the full industry report FREE: The State of the Contact Center 2020 .

Contact Center 167

Contact Center Consulting Consulting Coaching 167

Playvox

MARCH 12, 2023

Research from Playvox shows us that having well-defined metrics is essential, but sometimes that’s all that is used to measure whether or not a customer service center is being run efficiently. Related Article: Team Leaders: How to Personalize your Agent Training 3. It’s also important to allow agents to reflect on their results.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

Playvox

APRIL 4, 2023

To keep turnover under control, you have to make sure your managers are trained to keep engagement up and morale high. But the gap between how managers view feedback and how employees see it simply isn’t good for agent morale and mindset. Replacing agents lost to attrition is costly — averaging more than $14,000 per agent.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Fonolo

OCTOBER 3, 2018

Unfortunately, some contact centers still insist on a no-hangup rule (agents are penalized for ending a call) in order to improve or sustain metrics; and they do not offer moral or psychological support to front-line agents who live through some horrific experiences on the job.

Contact Center 170

Contact Center contact center workforce Gamification Call Center 170