CCNG

APRIL 20, 2022

Truth At The Core Contact centers depend on a wide range of technologies to operate effectively. Implementing a performance management system with a robust data architecture that automates data integration and delivers performance intelligence to any business stakeholder is vital.?

Customer Experience 195

Customer Experience CCNG Analytics Gamification 195

TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work. Before joining HotDoc, Agnes spent 4 years at Apple.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

The Northridge Group

APRIL 15, 2024

In our 3-part series: People, Process, & Technology — and the Intersection of AI, we have asked industry leaders in technology, people and process management to explain what AI is, what it isn’t, and how it can be a benefit (and a curse) in each area.

Technology 122

Technology Brand ambassadors Contact Center Multichannel 122

ShepHyken

JANUARY 4, 2022

They discuss how to use AI and automation to increase efficiency, capacity, and effectiveness within your contact center and ultimately deliver a better customer experience. They don’t like waiting on hold, complex IVRs, or conversational AI that doesn’t work. People still use voice channels.

Virtual Agent 318

Virtual Agent Interactive Voice Response Contact Center Consulting 318

NobelBiz

FEBRUARY 27, 2024

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. This article delves into the essential aspects of call center optimization, including the tools and best practices that can drive performance improvements.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

Playvox

MAY 11, 2023

As a result of the COVID-19 pandemic, many companies have opted for remote work. In the midst of “ quiet quitting ” and continued low unemployment, contact centers are leveraging remote work as a way to attract team members. Remote work offers a multitude of benefits for both an organization and the individual team member.

Management 89

Management Contact Center Coaching Employee engagement 89

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. That’s why contact centers are investing in it in droves. The results?

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

Playvox

JULY 31, 2023

When thinking about workforce management (WFM), often people think of forecasting and scheduling. Employee self-service can nurture employee satisfaction and agent performance and promote a motivated and engaged workforce. Ensuring that employees can be a part of managing their schedule has big benefits.

Self service 85

Self service Management Coaching Contact Center 85

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

Playvox

NOVEMBER 15, 2022

For contact center managers, this phrase rings in their heads each time they create a forecast, build a schedule, or track schedule adherence. . Working efficiently becomes even more important when costs are rising, agents are hard to hire, and customer service expectations are higher than ever before.

Management 86

Management Schedule adherence Coaching Contact Center 86

Playvox

JANUARY 11, 2024

Managing forecasting, scheduling, and agent productivity in a call center is a lot like searching for the fountain of youth. While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM). WFM to the rescue.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

COPC

MARCH 11, 2024

Early attrition poses a significant and costly challenge for contact centers. and Centrical have teamed up to present the Improving Contact Center Retention Series, offering strategies to increase call center retention and lower attrition-related expenses. Do our learners find the training experience engaging or boring?

Call Center 98

Call Center Gamification Coaching Employee engagement 98

DMG Consulting

FEBRUARY 19, 2024

Cultivating Employee Satisfaction and Engagement View this article on the publisher’s website Employee satisfaction/engagement has decreased tremendously in the past few years. Support for hybrid work environments increases job satisfaction. Work experience and culture make a difference. and many other countries.

Contact Center 48

Contact Center Consulting Consulting Analytics 48

Playvox

JANUARY 12, 2023

No matter where your contact center team is physically located, bringing out their best performance can be a big challenge. Adding remote work or a hybrid setup to the mix can make things even tougher. Why Agents Want To Work Remotely — And Why You Should Let Them. But does it have to?

Quality management 69

Quality management Coaching Contact Center Metrics 69

Playvox

AUGUST 15, 2022

Contact centers succeed or fail on agent performance. Today’s top-performing contact center leaders know remote workforce training and agent engagement are the new imperatives for performance optimization. Recent research by Playvox sheds new light on the state of contact center remote work.

Contact Center 77

Contact Center Gamification Surveys Management 77

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. No matter how you may have reached out, one thing is likely to be true — you weren’t calling to tell the company how pleased you were with the product. That’s equal to 9% of global GDP.

Morale 78

Morale Gamification Contact Center Quality management 78

Monet Software

MARCH 10, 2021

The lasting impacts of COVID-19 are unknown but the accelerated shift to the remote call center workforce management is likely to endure. Questions remain regarding how many of the habits and work models adopted during the crisis will endure when the coronavirus subsides. Here’s why.

Contact Center 118

Contact Center call center workforce contact center workforce Morale 118

Aspect

SEPTEMBER 6, 2017

In fulfilling their typical daily responsibilities, it can be all too easy for call center agents to become fatigued. They must transition quickly from customer to customer without letting down their friendly disposition, be prepared to work atypical schedules to meet changing demand and leverage technology deftly to provide seamless service.

Call Center 193

Call Center Management Contact Center contact center solutions 193

DMG Consulting

APRIL 8, 2024

Workforce management (WFM) solutions remain essential contact center productivity tools, but today they are as important for improving the customer experience (CX), and the newest generation of applications also help to boost employee engagement. These solutions were identified by 37.5 percent and 50.0

Self service 48

Self service Agent Empowerment Contact Center Gamification 48

Fonolo

MARCH 29, 2022

What does efficiency mean to call center leaders? There’s a lot that goes into running an efficient call center. Employee training, consistent management, the right call center software – the list goes on, but one thing stands apart from the rest: call center workforce management.

Call Center 81

Call Center call center workforce Management Average Handle Time 81

NobelBiz

MARCH 26, 2024

CXA stands for Customer Experience Automation, a strategic approach that integrates automation tools and software within call centers to enhance the customer journey. Predictive analytics: Leveraging data analytics to anticipate customer needs and behaviors, enabling proactive engagement and personalized experiences.

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

Talkdesk

MAY 21, 2020

The Impact of Employee Engagement in the Contact Center What exactly is employee engagement? Why is it so critical to the customer experience and operational efficiency in the contact center? Employee engagement is defined as the emotional investment employees make in their organizations. The bottom line?

Management 109

Management Employee engagement Morale Contact Center 109

Fonolo

FEBRUARY 14, 2023

Call centers have always relied on different forms of automation to provide swift service to their clientele. As technology gets smarter and more intuitive, so does the contact center that benefits from it. To find the answer, you need to evaluate your current call center workflow and identify opportunities for automation.

Call Center 142

Call Center Interactive Voice Response call center software CRM 142

JustCall

APRIL 15, 2024

As a sales or customer support manager, you’ve likely noticed some agents seem disengaged, burned out, or stressed. Call center agent burnout is a real problem, and the job demands can take a toll on even the most resilient employees. Manageable workloads 2. Recognize good performance What is call center burnout?

Call Center 52

Call Center Agent burnout Scripts Metrics 52

Fonolo

JULY 7, 2022

Scheduling is vital to any call center leader’s job – down to the last break. If you are looking to improve call center agent productivity and optimize your contact center operations , you must learn how to calculate call center schedule adherence. What is Call Center Schedule Adherence? Conformance.

Schedule adherence 141

Schedule adherence Call Center Abandon rate Wait times 141

aircall

AUGUST 4, 2021

A recent survey conducted by global consulting firm PwC found that most executives and employees expect the hybrid workforce to become more widespread in the second quarter of 2021. Experts claim that while this will depend on the pandemic and vaccine distribution, companies will likely start making flexible work schedules permanent.

Employee engagement 108

Employee engagement Consulting Consulting Morale 108

Customer Service Life

FEBRUARY 29, 2024

Image by Mikko Koivuneva from Pixabay Whether it’s called a one-on-one meeting, or a coaching conversation, or a performance check-in, this regular conversation between a supervisor and an employee is essential to an effective and high-performing contact center. What do they love doing outside of work? What’s on their mind?

Contact Center 88

Contact Center Metrics Coaching Feedback 88

Playvox

FEBRUARY 6, 2024

They make customers the center of their business strategy, execute on delivering outstanding customer experiences, and strive for continuous improvement. It’s often the continuous improvement or quality management (QM) piece where contact centers struggle. What do they have in common? What’s their secret?

Quality management 83

Quality management Customer centricity Management Contact Center 83

TechSee

SEPTEMBER 7, 2021

When most service organizations consider implementing Visual Assistance, they mainly focus on how to use the technology to support remote teams in the field or contact center. Warranty management. Managing the end-to-end lifecycle of consumer product warranties – from product registration through warranty claim – is a costly endeavor.

Technical Support 191

Technical Support Sales Upselling Technology 191

Monet Software

JUNE 10, 2021

8 Tips for Optimizing Schedules and Enhancing Contact Center Workforce Engagement.at Many contact center managers, however, don’t realize how much more value their scheduling activity can deliver to employees, beyond letting agents know when to show up for shifts. They enjoy a manageable but motivating pace. #2

contact center workforce 122

contact center workforce Average Handle Time Schedule adherence Inbound sales 122

Playvox

JULY 14, 2023

Providing an ever-improving customer experience while boosting contact center agent productivity is paramount for your business. Here’s the blueprint for achieving greater agent productivity in your call center. The quality of customer service and support can also have an impact on the productivity of a contact center.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Fonolo

JANUARY 31, 2023

Call center training has always been one of the key pillars of running a successful call center. As the industry advances, so do the methods we use to ensure our workforce is performing at its best. A strong call center training program should not just be part of your onboarding process. What is Call Center Training?

Call Center 141

Call Center Contact Center Coaching Gamification 141

Playvox

JULY 28, 2022

A contact center is a perfect place for a multigenerational team. There’s so much to do and so many types of customers to work with — not to mention so many channels to manage — that having a team of agents with different strengths will invigorate your customer experience. What Is A Multigenerational Workforce?

Contact Center 66

Contact Center Gamification Surveys Feedback 66

Playvox

MARCH 21, 2022

If the labor shortage has left your contact center scrambling for staff, you might have overlooked a potential goldmine of knowledgeable, eager future team members: retirees. According to research by Goldman Sachs , five million people have left the workforce since the beginning of the pandemic, and most were over age 55 (3.4

Contact Center 82

Contact Center contact center workforce Coaching Surveys 82

CSM Magazine

OCTOBER 17, 2023

Hybrid working and Artificial Intelligence (AI) are revolutionising the role of the agent worldwide but UK contact centres believe it takes more than technical training to build a highly effective team. However, only 17% of contact centre managers in the country believe all their agents are currently able to develop these skills.

Customer centricity 52

Customer centricity Coaching Employee engagement Surveys 52

Fonolo

MARCH 8, 2022

As call center leaders, we know the list of things to manage on the floor is endless. Behind hold times and high call volumes, management must ensure every agent is trained, every shift is covered, and every customer is satisfied. One vital aspect of call center efficiency is call center workforce management (WFM).

call center workforce 75

call center workforce Call Center Agent burnout Management 75