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. Everything goes downhill.

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

Playvox

FEBRUARY 27, 2024

How do you keep your best employees engaged, motivated, and empowered? One way to tackle the challenge is to integrate artificial intelligence (AI) into your workforce engagement strategy. Every day employees make decisions and take actions that directly affect your workforce and business.

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

Playvox

MARCH 12, 2024

When you’re working in a contact center, this is your reality — taking contact after contact, call after call, from people who either need support or are angry about their experience with your company’s product or solution. Learning how to motivate agents in this kind of environment can seem difficult, if not impossible.

Morale 78

Morale Gamification Contact Center Quality management 78

Calltools

MARCH 22, 2023

Hybrid contact centers offer many benefits both for businesses and their employees. Read on to explore the benefits a hybrid contact center offers and consider these tips and tricks to help boost hybrid company culture and build bonds between your team members. In turn, this can help both employee and customer satisfaction.

Contact Center 98

Contact Center Gamification Morale Feedback 98

Fonolo

JANUARY 19, 2023

In the era of the “great resignation” and in an industry with record staff turnover, employee retention is on every manager’s mind. According to the 2021 ICMI report, a contact center’s average employee turnover rate was 58% per year. This figure is about 10 percent higher than the US average employee attrition rate of 47.2%.

Call Center 155

Call Center Brand ambassadors Contact Center Chatbots 155

Fonolo

MARCH 3, 2022

Call center management requires high levels of attention, coordination, and strategy, especially as remote work environments become more and more of a reality. . FACT: 80% of call centers shifted to remote work environments after the COVID-19 pandemic. What is Call Center Management? Metrics and data analysis. Onboarding.

virtual call center 87

virtual call center Call Center Management call center software 87

Callminer

APRIL 21, 2020

Call center leadership has a significant impact on performance by setting the tone of the workplace and fostering employee morale. Call center leadership activities are valuable strategies for maintaining a positive attitude among call center agents and making agents feel supported in the workplace. Smitha Baliga.

Call Center 182

Call Center Management Scripts Coaching 182

CX Accelerator

SEPTEMBER 24, 2019

It’s your first day on a new job and you’re trying to figure out how things work. You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be. We’ve all been there.

Customer centricity 282

Customer centricity Education Government Personalization 282

Fonolo

JANUARY 14, 2021

Fostering an inclusive work environment is essential if you want a high-performing contact center team. This is why fostering a culture of inclusion, especially today when contact center workers are on the front lines of your business supporting your customers. Train your leaders appropriately. Vary your training styles.

Contact Center 150

Contact Center Agent Empowerment Morale Coaching 150

Beyond Philosophy

MARCH 13, 2017

According to a study conducted by the Harvard and University of Pennsylvania business schools, using humor effectively can actually bolster your status at work. If you can make people laugh, they’ll think you are more competent and confident than you might actually be. “If My Tips for Using Humor When Conducting Business.

Scripts 313

Scripts Consulting Consulting Customer Experience 313

Expivia

JANUARY 26, 2022

With the right tips and advice, you can transform customer engagement in your call center. . There’s the pressure to reach KPIs , the need to support your business or the businesses you work with, and operations you need to manage as well. . Define Your Call Center Culture. But defining your workplace culture isn’t easy.

Call Center 105

Call Center Contact Center Management Employee engagement 105

Callminer

JULY 16, 2018

Working from home gives employees a break from the constant office noise along with the opportunity to embrace a more flexible schedule that improves their work-life balance. Global Workplace Analytics recently reported that businesses would save an average of $11,000 per remote employee if they worked from home at least half of the time.

At home agents 196

At home agents Call Center Gamification Average Handle Time 196

ProProfs Blog

SEPTEMBER 17, 2021

As people spend a significant part of their time at the workplace, job satisfaction is an important factor determining employee well-being. However, employees, these days are no longer satisfied with just salary, hikes or promotions. They look for something more tangible in the form of a positive employee experience.

Best practices 78

Best practices Surveys Journey mapping Gamification 78

Nicereply

APRIL 12, 2023

A strong customer service team culture is the direct result of trusting, engaged employees. People spend a lot of time at work and walking into a nightmare environment with a team you don’t really jive with can take its toll. It takes deliberate action , honesty, and people that care enough to make it work.

Customer Service 98

Customer Service Feedback Healthcare Education 98

Fonolo

JULY 28, 2022

Diversity is great for employees and businesses, too. University of Toronto professor George Dei said: “Inclusion is not bringing people into what already exists; it is making a new space, a better space, for everyone.” No matter how you look at it, employing inclusive hiring practices for your business is the right thing to do.

Call Center 81

Call Center Contact Center Surveys Feedback 81

COPC

MARCH 11, 2024

The essence of effective leadership is the ability to ask discerning questions and act to cultivate an environment of growth and satisfaction. The essence of effective leadership is the ability to ask discerning questions and act to cultivate an environment of growth and satisfaction. To address this issue, COPC Inc.

Call Center 99

Call Center Gamification Coaching Employee engagement 99

PeopleMetrics

MAY 13, 2020

Working remotely , uncertainty in the workplace and disconnection from colleagues mean that communication in the workplace must be more effective than ever. But clear, effective top-down employee communication isn’t enough. Listen to your team. Your communication should be 2x what it was before the pandemic.

Best practices 116

Best practices Customer centricity Feedback Consulting 116

Tethr

APRIL 8, 2020

If your business was just flirting with remote processes and technologies in the past, the events of today have forced you to step far outside your comfort zone. Those with strong business continuity plans have likely still had to make revisions and implement additional strategies due to the explosiveness of the situation.

Technology 110

Technology Management 110

CX Accelerator

SEPTEMBER 24, 2019

It’s your first day on a new job and you’re trying to figure out how things work. You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be. We’ve all been there.

Customer centricity 208

Customer centricity Education Government Personalization 208

Tethr

APRIL 8, 2020

If your business was just flirting with remote processes and technologies in the past, the events of today have forced you to step far outside your comfort zone. Those with strong business continuity plans have likely still had to make revisions and implement additional strategies due to the explosiveness of the situation.

Technology 108

Technology Management 108

CCNG

MAY 11, 2022

Most are women (71%); men make up 24%, and 7% identify as LGBT. However, we often overly focus on what they do versus analyzing and understanding who they are, an error that could contribute to some of the staffing and retention problems we currently face. Let's jump right in. ? Who is applying for call center jobs today?

Call Center 195

Call Center outsourcing Agent burnout Business Process Outsourcing 195

CSM Magazine

DECEMBER 29, 2022

Unlike past times when socializing in the workplace was considered unproductive and wasteful, nowadays, we can see that is quite the opposite. Today, company managers are looking for various strategies and tactics to get their employees working together as a group to achieve mutual business goals successfully.

Education 52

Education Coaching Employee engagement Enterprise 52

Fonolo

JANUARY 31, 2023

A strong call center training program should not just be part of your onboarding process. Instead, it’s helpful to think of it as regular part of your workforce management. It plays a key role in keeping your agents aligned in their approach and messaging, as they support your callers daily. What is Call Center Training?

Call Center 141

Call Center Contact Center Coaching Gamification 141

CX Accelerator

SEPTEMBER 24, 2019

It’s your first day on a new job and you’re trying to figure out how things work. You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be. We’ve all been there.

Customer centricity 182

Customer centricity Education Government Personalization 182

Fonolo

OCTOBER 6, 2022

If you’re consistently finding your team short-staffed, you may be overlooking this key area of your call center’s performance. Your absence rate can be used to highlight general areas of improvement around productivity or identify employees who may need support with time management. What is Absenteeism, Anyway?

Call Center 81

Call Center Abandon rate First call resolution Contact Center 81

Callminer

JUNE 21, 2017

Like in any professional field, training provides a neutral environment where staff can learn and practice their skills. It is important to provide employees with the best tools to ensure they can perform their tasks to the best of their ability. Below are some of the benefits of deploying effective training methods for your company.

Best practices 174

Best practices Call Center Morale Coaching 174

CSM Magazine

MARCH 27, 2023

Employees are frequently required to work in surroundings that move quickly. Customer service Employees in customer service typically respond to inquiries from customers via email or phone and resolve issues. Calls and chats can also come in every minute, and the quicker a customer’s issue is resolved, the better.

Customer Service 52

Customer Service Advertising Healthcare Customer Care 52

delighted

AUGUST 26, 2022

In a world where a remote or hybrid work experience is the new normal, employees now have greater flexibility when choosing where they want to work and employers have added pressure to avoid turnover and improve employee retention. Actions can be taken to help keep your talent around for longer. What is employee retention?

Surveys 87

Surveys Feedback Benchmark Management 87

Expivia

AUGUST 25, 2020

I had the great pleasure of being asked to give a talk to the University of Wisconsin E-Business Consortium on “Making Call Center Culture Tangible, Using Culture as a Weapon, and Engagement Practices for Call Center Reps” This is the full talk that I gave. Do your reps work best in individual or group settings?

Call Center 97

Call Center Employee engagement Sales Feedback 97

JustCall

MARCH 7, 2023

This is why you must keep a few things in mind if you are considering implementing a hybrid work model in your contact center. This is why you must keep a few things in mind if you are considering implementing a hybrid work model in your contact center. There are several advantages to the hybrid work model. What Is Hybrid Work?

Contact Center 52

Contact Center voip Business Process Outsourcing Telecommunications 52

CX Accelerator

AUGUST 1, 2018

Working in customer service or customer experience can take a massive toll on your physical and mental well-being. How can we create an environment that gives life instead of sucking it out of us? This article will provide dozens of simple ideas to help you promote both mental and physical health for your team.

Contact Center 182

Contact Center Healthcare Coaching Education 182

Fonolo

OCTOBER 18, 2022

But it takes more than hiring the right individuals to reach your goals. People management is a big part of running a successful call center, including managing employee absences, both scheduled and unscheduled. If unplanned absences are starting to get the best of your team, it’s time to act. Personal days.

Call Center 87

Call Center Abandon rate Metrics Contact Center 87

Joe Rawlinson

JULY 5, 2020

The retention of customers and employees is correlated to a point. A customer that has worked with a specific client manager or staff member will have a rapport with the employee. Constant turnover can make it difficult to build that rapport that is so important in customer retention. Perks Work. CRM Policies Should be Outlined.

Entertainment 107

Entertainment CRM Morale Customer retention 107

JustCall

DECEMBER 1, 2022

Remote call center employees feel they can be more flexible, productive, and satisfied while working from home. Work from home call centers must deal very cautiously with employees who prefer to work from home. What opportunity can you offer them to significantly improve your return on investment?

Call Center 52

Call Center Management Agent burnout Scripts 52

aircall

JULY 14, 2021

When your employees are happy, it’s easy to think you’re doing a good job. What’s more, low employee engagement levels can harm their overall productivity and impact their ability to meet goals or targets. It will also make them more satisfied with their work, reducing employee churn and increasing retention.

Employee engagement 98

Employee engagement Surveys Interactive Voice Response Morale 98

JustCall

DECEMBER 13, 2022

Another study by Global Workplace Analytics reveals that the number of people who work from home has risen by 159 percent since 2009. If you’re managing a remote team or engaged in remote work yourself, here are some top tips to boost your productivity. How Remote Workers Can Make the Most of Remote Working. Take Breaks.

Finance 52

Finance Technology Analytics Surveys 52