Fonolo

AUGUST 24, 2021

Your call center or contact center environment plays a big role in how engaged your agents are in their day-to-day work. A work environment plays a great role in a company’s culture, productivity, and overall success. Did you know that 58% of employees who have quit their jobs cited negative office politics as a reason ?

Call Center 148

Call Center Morale Best practices Contact Center 148

Playvox

OCTOBER 18, 2022

In our 2022 study of customer support agents and managers, 68% of agent respondents said they didn’t want to return to an office. Offering remote work has a big impact on agent retention and recruiting: 41% of managers say a work-from-home option has reduced resignations, and 49% say they use it as a recruitment tool. Leanne Y.,

Contact Center 69

Contact Center Management Coaching contact center workforce 69

ProProfs Blog

MAY 6, 2020

As per Forbes , 80 to 90 percent of employees want to work from home, at least on a part-time basis. . As per the Harvard Business Review, while 22% of Americans work from home, around 50% of them are involved in virtual or remote work. . What makes managing a remote customer service team so daunting?

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Management Customer Service Best practices Entertainment 162

ProProfs Blog

NOVEMBER 19, 2021

And just like online surveys, poll questions are also a great way to gauge public opinion on a specific topic. A poll is nothing but a mini-survey having one or two questions that help you connect with your audience for on-the-spot feedback. Good poll questions could be an ideal way to spark a conversation with your target audience.

Finance 147

Finance Surveys Feedback Education 147

SharpenCX

JULY 23, 2020

This scene makes for good drama, but today contact centers look different. . With the COVID-19 pandemic, companies are forced to make changes to support better work from home conditions. When stay-at-home orders started, about 74% of companies moved their contact center agents to home offices.

Contact Center 101

Contact Center Call Center Education At home agents 101

SharpenCX

MARCH 18, 2020

Remote workers cite flexible schedules, the ability to work from anywhere, no commute, and the ability to spend more time with family as top benefits of working from home. FlexJobs found that of the companies that allow remote work, 85% increased productivity, 90% improved employee morale, and 77% reduced operating costs.

Call Center 94

Call Center Morale Coaching Cloud contact 94

Playvox

AUGUST 30, 2022

Our 2022 research study of contact center agents and managers revealed a big conflict between these groups: Despite most agents’ appetite for remote work, almost half of contact centers plan to bring employees back to the office this year. If you want to keep your team, you need to explore ways to continue remote work.

Contact Center 84

Contact Center Transportation Management Feedback 84

Talkdesk

MAY 19, 2020

The possibility to work from home provides staff with greater flexibility and reduces levels of pressure and stress. Having grown more than 44% over the last five years, remote work has proved to be a huge enabler for business productivity. Think about why and how it can benefit your organization as a whole.

Employee engagement 100

Employee engagement Quality management Accountability Management 100

aircall

AUGUST 30, 2021

If you’re a new manager of a remote team or a work-from-home veteran, check out Aircall’s free toolkit on how to build and manage effective remote teams. If you’re a new manager of a remote team or a work-from-home veteran, check out Aircall’s free toolkit on how to build and manage effective remote teams.

Feedback 133

Feedback Management CRM Technology 133

Fonolo

APRIL 27, 2020

Now, more than ever, your call center agents need your support. Here are our top tips for engaging remote employees and keeping agent morale high, so that you and your team can go (virtually) unimpeded for as long as you need to. Improve your communication with remote employees. Schedule more check-ins .

Call Center 112

Call Center Morale Contact Center Gamification 112

TechSee

OCTOBER 9, 2018

On her way out, she checks with Alexa whether her shoes have been shipped by Amazon, grabs her ear buds, sets her smart home security system, and rides her electric scooter to her WeWork shared office space, stopping briefly at the local convenience store to pick up her morning coffee. A day in the life of a Millennial.

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

JustCall

DECEMBER 13, 2022

Whether you’re working from home, in an office building across town from your co-workers, or even on vacation, the technology exists to help you stay connected with those who can’t be physically present in your workspace. You want to communicate with your team. Why Do You Need Virtual Collaboration Tools?

Management 52

Management Technology 52

ProProfs Blog

APRIL 30, 2020

But how you compose yourself during those times defines your spirit and will define your future.” – Richard Branson , Founder- Virgin Group. In case you are wondering what is a pandemic plan or how to prepare for a pandemic, we have assembled the right answers and ways you can still be hopeful during this gloomy atmosphere.

Entertainment 147

Entertainment Finance Customer Support Government 147

SharpenCX

APRIL 7, 2020

Or robots cooking lunch for everyone in the office. Download Now: 7 tactics to coach your agents, no matter where they’re working. Globally, companies are attempting to maintain productivity while working in a new environment, through a crisis. How do you keep your team as productive from home?

virtual call center 104

virtual call center Call Center Coaching Contact center software 104

Uniphore

JUNE 10, 2021

We’ve learned a lot during the past 12 months: what restaurants deliver, what six feet actually looks like, what makes up a “home office.” Along the way, we learned a lot about the obstacles customers and agents face today. We also learned where automation can make the biggest impact. Make Legacy Tech Work Smarter.

Call Center 98

Call Center Self service Contact Center Interactive Voice Response 98

JivoChat

MAY 23, 2022

Counting on pre-built business website templates will make it much easier to create your website. It doesn’t require you to have design or coding skills and will make your pages look more professional. The design of your website plays an important role in how potential customers perceive your brand.

Real estate 75

Real estate Consulting Consulting Construction 75

Playvox

AUGUST 15, 2022

Today’s top-performing contact center leaders know remote workforce training and agent engagement are the new imperatives for performance optimization. Whether your contact center is remote, hybrid, or moving back to the office full-time, getting agent performance right means unlocking the potential of every employee, every day.

Contact Center 77

Contact Center Gamification Surveys Management 77

SharpenCX

APRIL 21, 2020

Most of us have been working from home for over a month, some longer. The Coronavirus pandemic has fundamentally changed the way most industries work. But with no end date yet announced for us to return to our offices, uncertainty still looms. 4 Best Practices for Managing your Remote Team. Expectations are hard to set.

Best practices 76

Best practices Management Coaching Metrics 76

SharpenCX

JULY 1, 2020

It’s often difficult to gauge how your relationship is going with coworkers when you’re limited to online interactions. And, if something does start to derail your relationship, you don’t have the benefit of informal office interactions to build rapport and re-establish trust. Those absent, non-verbal cues are hard to interpret.

Contact Center 137

Contact Center Management call center workforce Morale 137

Lumoa

MARCH 21, 2023

Although it makes sense to search for information online where you can find up-to-date answers to specific questions, what about getting a more comprehensive understanding by reading a book about the topic. To help you out, we have listed our top 10 must-read customer experience books.

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Management 94

Taylor Reach Group

OCTOBER 31, 2021

The early returns were very positive: productivity went up and absenteeism and sick days went down, to the surprise and delight of managers. Over time, many organizations maintained their productivity but saw slippage in their attendance and absenteeism for remote staff. Did they lose their way between the kitchen and the office?

Contact Center 65

Contact Center Coaching Consulting Consulting 65

SharpenCX

JUNE 9, 2021

Companies may begin to move back to in-office operations this summer. Companies may begin to move back to in-office operations this summer. I’m sure if your company wasn’t used to remote work prior to Spring 2020 that the shift has been overwhelming, and perhaps even painful. This is an increase of 16.8

Management 67

Management Contact Center Employee engagement Engineering 67

Comm100

APRIL 7, 2020

Coronavirus has entirely changed the notion of working from home. Almost overnight, millions of people have been asked or ordered to leave the office and work remotely to help contain the spread of the virus, while trying to continue operations ‘as normal’. Whatever camp you’re in, your customer service will have been affected.

Customer Service 52

Customer Service Contact Center Call Center Management 52

aircall

JULY 23, 2021

However, unlike fully remote offices, hybrid workplaces have a physical office and location. And unlike an in-person workplace, its physical office has a smaller real estate footprint. It has the best qualities of remote and in-person work arrangements and overcomes the shortcomings of each type of office environment.

Real estate 62

Real estate Construction Personalization Employee engagement 62

Fonolo

JUNE 2, 2020

But there are far too many sunken costs and entrenched values to make such a sudden change. A lot has changed in the past few months but there should be no question that contact centers will return to their physical offices in some shape or form once the pandemic abates. Determine Your Ability to Meet Demand Throughout Transition.

Call Center 74

Call Center Contact Center Government Education 74

JustCall

NOVEMBER 16, 2022

If you are a business owner, having mobile Voice over IP (VoIP) makes logical sense, given that around 82% of U.S. So, if you want to empower your employees, you need to have the right mobile Voice over IP set up in place. In this blog, we will look at the top five reasons why Mobile VoIP is emerging as a must-have for businesses.

voip 52

voip Transportation Technology CRM 52

SharpenCX

FEBRUARY 23, 2021

We’ve settled into new routines and grown accustomed to different office set-ups. On top of that, you have the daily struggles of running a contact center, like high call center agent turnover rates and disconnected technology. You can’t cultivate a collaborative office culture. They just won’t stop.

outsourcing 67

outsourcing Customer Service Coaching Contact Center 67

Netomi

JUNE 18, 2023

Editor’s Note: The Top Customer Centricity Examples article was originally written on July 19th, 2022 and was most recently updated for relevance and clarity on June 18th, 2023 Customer centricity. Over the last 10-15 years there has been a pivot from being price- and product-focused to centering everything around the customer.

Customer centricity 52

Customer centricity Chief Customer Officer CRM Analytics 52

SharpenCX

APRIL 15, 2020

I’m sitting in my guest-room-turned-office in week four (or is it five?) of our nationwide push to keep people home and communities safe. Download Now: Learn 29 tactics and facts to coach your agents – no matter the circumstances. So you and your team can continue to help customers while still caring for yourself.

Time management 106

Time management Call Center Management Coaching 106

delighted

AUGUST 26, 2022

Actions can be taken to help keep your talent around for longer. Below, we take a closer look at what employee retention is, why it matters, and 10 strategies for boosting employee retention at your organization. Employee retention is the ability to keep employees at your organization. The good news? What is employee retention?

Surveys 87

Surveys Feedback Benchmark Management 87

CSM Magazine

SEPTEMBER 11, 2021

A lot of time and money is spent on office furniture, but it’s also important to spend some time rearranging your office so that you feel comfortable in the space. The first thing to consider when rearranging your office is the layout. Are all of your furniture pieces functional? Consider the Layout.

Personalization 52

Personalization 52

ProProfs Blog

MAY 21, 2020

However, it also indicates that a lot depends on the kind of customer service operators you hire for your business. However, it also indicates that a lot depends on the kind of customer service operators you hire for your business. That’s quite a shocking revelation but something that every business owner wouldn’t like to experience.

Customer Service 166

Customer Service Engineering Customer Support Management 166

CSM Magazine

JULY 26, 2022

Top 7 Ways to Improve Video Conferencing. Top 7 Ways to Improve Video Conferencing. If you have access to the Internet, whether you’re in the office, on the beach, hiking in the mountains or on a plane, you can easily participate in video meetings. But how do you make the time? Make video calls!

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ProProfs Blog

SEPTEMBER 17, 2021

When your employees are happy, their efforts result in better customer experiences, leading to better organizational growth. This blog guides you on the actionable ways to improve employee experience and create a productive workplace. What is Employee Experience? Source: HR Exchange Network.

Best practices 78

Best practices Surveys Journey mapping Gamification 78

SharpenCX

JUNE 30, 2021

Why wouldn’t a customer find a company that makes buying and learning a product or service quick, easy, and accessible? Why would I go through with my purchase if I could order a similar product from another site and have it shipped for free within two days? Good customer service makes a big difference. What a scam!

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

NobelBiz

MARCH 19, 2024

These digital command centers offer a comprehensive overview of operations, enabling supervisors to make informed decisions in real-time. Choosing the Right Dashboard for Your Organization Selecting the appropriate dashboard type depends on your company objectives, operational priorities, and desired outcomes.

Call Center 59

Call Center Average Handle Time Abandon Call Contact Center 59

Fonolo

NOVEMBER 17, 2020

We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. They say it takes 21 days to ‘form’ a habit and 90 days to make it a permanent lifestyle change. Read the Full Industry Report Here: Contact Center Trends 2021.

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Contact Center Gamification Call Center Average Handle Time 176