Playvox

AUGUST 30, 2022

Here’s an alarming statistic: More than half (56%) of contact center agents say they’d think about leaving their jobs if they couldn’t work remotely. You’ve worked hard to build a team of great agents, who have grown used to a remote or hybrid environment — and they’re not ready to give it up yet. Lindsey J., Lindsey J.,

Contact Center 84

Contact Center eBook Study Policies 84

Playvox

APRIL 4, 2023

They’re protecting and building your company’s brand — no matter what they have to deal with from customers. Just like agents are protecting your company, contact center leaders and managers need to protect them and their mental health. Building a supportive work climate is the first step.

Contact Center 78

Contact Center Average Handle Time Study Feedback 78

Bold360

DECEMBER 7, 2020

COVID-19 has accelerated multiple trends, such as remote work, remote learning, digital streaming, and all kinds of multi-channel digital engagement. and employee experience (lack of infrastructure, both hardware and software, to support the sudden shift to remote work). .

Self Service 98

Self Service Strategy Multi-Channel How To 98

SurveySensum

FEBRUARY 22, 2024

Imagine you are working in an organization that is incredibly famous and makes your resume stand out in a crowd of thousands. But when you join the workforce, you realize the stagnancy of growth and the lack of a work-life balance within the organization. But how to do that? What is an Employee Experience Strategy?

Employee Experience 52

Employee Experience Strategy Net Promoter Score Policies 52

Integrity Solutions

SEPTEMBER 2, 2022

One of the first big workforce catchphrases to go viral after the onset of the pandemic was “The Great Resignation,” as employees began to reevaluate their careers and leave their jobs in record numbers. Despite what the name suggests, quiet quitting is not about slacking off or doing the bare minimum.

Management 119

Management Employee Engagement Culture Leadership 119

Playvox

NOVEMBER 3, 2021

According to a white paper from the UNC Kenan-Flagler Business School , when collaboration permeates organizations, they experience huge bottom-line benefits, including engaged employees, attracting and retaining talent, increased velocity, and profitability. Related Article: How to Maintain Your Company Culture as you Scale.

Contact Center 103

Contact Center Culture Competitive Advantage Leadership 103

COPC

NOVEMBER 15, 2023

In this collaboration between Centrical and COPC, we’ll cover why employees ghost and how companies can avoid it. Before New Hires Apply   The employee journey (and the potential for early attrition) begins during the recruitment process well before the candidate can experience the actual job.

Call Center 95

Call Center Contact Center Employee Engagement Gamification 95

ViiBE Blog

JANUARY 19, 2022

ViiBE Blog Customer service challenges of remote work Anna Gorina January 19, 2022 Share this article Contents Share this article Contents Before 2020, only a few companies across the globe had remote work best practices in place where they were used to allowing team members to work from home for a certain period of time regularly.

Customer Service 52

Customer Service Net Promoter Score CRM e-support 52

ChurnZero

NOVEMBER 4, 2022

With sweeping layoffs, forecast misses, and budget cuts in the news, there’s one question running through the mind of every Customer Success leader right now: What can I do to prepare my department for the impacts of the economic downturn? Customers will respect and trust you infinitely more when you’re upfront with them.

Customer Success 98

Customer Success Customer Centricity Customers Sales 98

Playvox

DECEMBER 21, 2022

Working with virtual teams of agents in your contact center can sometimes mean you feel disconnected from them — or even worried that you aren’t able to properly manage their performance. Not being in the same space as your agents means you have to go the extra mile to keep team communication, training, and motivation running smoothly.

Contact Center Software 52

Contact Center Software Contact Center Software eBook 52

Stella Connect

FEBRUARY 15, 2022

In fact, research shows that the average annual attrition rate for contact center agents ranges between 30 to 45%—an astonishing 2X the average annual employee churn rate for all other types of jobs in the U.S. The real question is: Why do call centers have high turnover and what can leaders do about it?

Call Center 52

Call Center Contact Center Study Employee Engagement 52

NobelBiz

MARCH 14, 2023

One of the major issues faced by debt collection agencies and contact centers when it comes to compliance is the lack of the right solutions to be compliant. One of the major issues faced by debt collection agencies and contact centers when it comes to compliance is the lack of the right solutions to be compliant.

Contact Center 52

Contact Center Call Recording Call Center Guidelines 52

Inbenta

MARCH 30, 2021

What is customer service automation and what benefits does it provide? A study from Forrester shows that 66% of customers believe that the most important thing a company can do is value their time. Enterprises want to automate their customer service teams by using tools that automatically complete tasks.

Self Service 136

Self Service Customer Service Marketing How To 136

ChurnZero

SEPTEMBER 28, 2022

It’s newer when compared to more established departments like sales and marketing. One other thing that makes Customer Success particularly unique in an organization: formal Customer Success training, or lack thereof. What makes Customer Success unique. In the business landscape today, Customer Success is a bit of an outlier.

Training 94

Training Customer Success Customers Culture 94

Kustomer

MARCH 10, 2022

We find that so many leaders fail to be customer-focused and often lack the tools necessary to be effective. Gabe explains that when big events like global pandemics happen, customer service inquiries skyrocket across all industries and underprepared teams fall flat and end up losing customers. Defying the Odds in Crazy Times.

Customer Service 98

Customer Service Self Service Handbook Policies 98

Enalyzer

APRIL 16, 2020

We don’t know when we are going back to normal and therefore you should prepare for the following months. A remote workforce, especially under these circumstances, has its own challenges that you need to understand and address. Remote working has always been part of Enalyzer’s DNA. Reading time: 3 min. Barriers and challenges.

Survey 71

Survey Connections Government Communication 71

Uniphore

OCTOBER 8, 2021

By Annie Weckesser, CMO + People at Uniphore Company Culture Makes the Difference The business landscape is littered with companies that have a great idea and great products or they have strong funding and a pedigreed leadership team… and yet, they don’t achieve broad success or worse, they fail.

Culture 100

Culture Meeting Examples Customer Centricity 100

Playvox

NOVEMBER 29, 2022

Call avoidance is a common issue in contact centers and must be dealt with to ensure a positive experience for your customers. But agents can quickly become frustrated and overwhelmed when dealing with irate customers and high contact volumes, leading them to avoid interactions. Customer Rage And Pandemic Rage.

Contact Center 77

Contact Center Policies eBook Interaction 77

Hello Customer

APRIL 9, 2020

Our mass move to online and digital comes with unseen challenges for organisations that are doing their best to adapt. As people crave human contact more than ever, it’s important that companies maintain a human touch in the way they do business. Are you handling things the way your customers expected?

Customer Experience 98

Customer Experience e-support Feedback Retail 98

SurveySparrow

JUNE 28, 2022

What’s the point of an employee motivation questionnaire ? Employee Motivation Questionnaire: Top 24 Questions + Free Template. Now, let’s dive into the items that make up the employee motivation questionnaire format. We have three goals with this: Measure the interest the employee feels toward their work.

Social Media 52

Social Media Survey Feedback Culture 52

CSM Magazine

JUNE 30, 2022

When looking at the issues faced by businesses in recent years, entrepreneurs are a bit shaken when it comes to SMEs and startups. When companies lack proper time management strategies, and expertise, and are on a low budget, mishaps are always eminent. What is a Dedicated Team Model for Startups? Benefits: 1.

Software 52

Software Strategy Communication Culture 52

SurveySparrow

SEPTEMBER 1, 2021

Now, can you imagine how complicated things could get when working remotely? That’s why we decided to write this article so you can proactively avoid making remote team management mistakes and build a high-performing work-from-home team. Lack of Communication. Without further ado, let’s get right into the list.

Management 52

Management Conference Communication Exercises 52

BirdEye

SEPTEMBER 22, 2022

Whether you’re chatting with employees, customers, or vendors, it’s important to have a clear and concise communication method. Plus, how to select the right team chat software for your business. Plus, how to select the right team chat software for your business. Table of contents What is team chat?

Software 98

Software How To Healthcare Video 98

COPC

DECEMBER 23, 2022

High-performing organizations spend time creating company values that link employee engagement to broader customer experience strategies and the company’s overall success. We surveyed nearly 6,000 employees across industries at business processing outsourcing (BPO) organizations and in-house contact centers, including work-at-home staff.

Employee Engagement 87

Employee Engagement Engagement Company Contact Center 87

TechSee

AUGUST 31, 2022

However, not every visual engagement provider offers the ideal solutions to your needs. After speaking with hundreds of customers, enterprise buyers and our global team of customer success leaders, below are the five key questions to ask when evaluating a provider for your business. Internal Adoption. End-User Adoption.

Engagement 109

Engagement Self Service Video Culture 109

SurveySparrow

NOVEMBER 15, 2022

This is funny if you take it lightly and a hindrance to employee satisfaction if you think realistically because the annual meeting minutes on Zoom are over 3.3 After knowing what Zoom icebreakers are and their need for your business, here are the questions, activities, and jokes to use for it. We wanna know your secret sauce!

Meeting 52

Meeting Video Examples Training 52

SurveySparrow

MARCH 21, 2021

Due to social limitations, the employees have to work from home. . But the main question is how to keep remote work organized and effective. . In this post, you will find out five actionable tips on improving the team’s remote communication. . Pros and Cons of Remote Communication . Increase in productivity.

Communication 52

Communication Tips Video Meeting 52

CSM Magazine

JANUARY 28, 2021

When working remotely, engagement levels are crucial to success. Find out how to boost engagement and make working fun for customer service employees. It’s difficult to maintain connections and a feeling of unity when everyone is working remotely. This effort needs to come from the top down.

Engagement 52

Engagement How To Video Innovation 52

Magellan Solutions

MAY 12, 2023

Moreover, lacking manpower may result in overlooking some inquiries and concerns, causing customers to lose trust and loyalty. What Is Virtual Answering Services? A virtual answering service is a remote answering service usually provided by human answering agents. The solution to this problem is virtual answering services.

Call Recording 59

Call Recording Average Handle Time First Call Resolution Training 59

Kayako

MARCH 21, 2018

It’s a 2-hour period when the Day team have yet to rise while the Night team have signed out for the day. With just Slack and my onboarding materials to work with, I spent the first five months at the job walking on wobbly legs as I gradually built my product knowledge and adopted team processes.

Customer Service Training 140

Customer Service Training Video Training Customer Service 140

Playvox

MAY 26, 2022

For your remote agents, however, it’s often all work with little reward. In addition to feeling the mental and emotional weight of consumer-facing jobs, remote contact center agents are experiencing redundancy that can make their jobs feel tedious. Improve Your Remote Contact Center Agent Training Program.

Contact Center 52

Contact Center Strategy Self Service Rewards Programs 52

ShepHyken

MAY 10, 2019

This week we feature an article by Costi Teleman who writes about the importance of excellent customer support and what to look for when outsourcing your support team. Your business may have the best products and services in the industry, but without effective customer support, consumers would likely not care about your brand.

Resources 109

Resources Customers Groups Customer Service 109

CX Centric

FEBRUARY 11, 2021

And in fact, the only hiccup was when there was a change of personnel on the project. But what is equally as important is being clear on where your destination is, and the route that you want to take. There are two specific themes that seem to be re-occurring today: 1. Remember that? It was a big success.

Culture 105

Culture Leadership Roadmap Customer Centricity 105

Ecrion

JUNE 25, 2020

Research has shown that remote customer service employees demonstrate increased levels of productivity. A study published in the Quarterly Journal of Economics revealed that participants were able to handle 13% more requests per day when working remotely. talk to an expert today. Stimulate Team Unity.

Tips 59

Tips Customer Service Management Culture 59

Qualtrics

JULY 20, 2021

Since the start of the pandemic, more employees have been working longer hours without a clear start or end to the workday. Here’s what organizations (and individuals) can do to prevent burnout from remote and hybrid work. What is burnout from work? . Lack of energy to be productive.

Culture 49

Culture Employee Experience Technology Exercises 49

Magellan Solutions

APRIL 20, 2020

To contain the spread of the coronavirus (COVID-19) pandemic and to protect their employees from catching the disease, many business owners are now having difficulties managing a remote workforce. This article covers: What is Remote Work? The Difference Between Remote Work, On-Site Work, and Telecommuting.

Management 52

Management How To Communication Tools 52

SurveySparrow

MAY 4, 2021

You went to your favorite coffee shop to get a cappuccino. You were waiting patiently when you heard a loud voice. But as you saw, doing this process manually isn’t the best option. Now, all you got to do is start reading! . What Business Processes Can Be Automated? Automating the employee scheduling process.

Tools 81

Tools Chatbots Culture Survey 81