Playvox

DECEMBER 21, 2022

Those concerns might be why almost half of the contact center leaders in our 2022 remote work research study told us that they’re bringing agents back to the office this year. Almost half the contact center managers in our study said they would be bringing agents back to an office in 2022. Performance And Quality Management.

Contact Center Software 52

Contact Center Software Contact Center Software eBook 52

Playvox

APRIL 21, 2023

For example, A 2022 stud y by ICMI showed that while 63% of contact centers offer customer service by email, only 41% were monitoring it for quality. KPIs for voice and digital are very different, so it’s important to make sure you’re using metrics that map to the right channels and objectives.

Omni-Channel 95

Omni-Channel Self Service Customer Experience Contact Center 95

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. But only 40% of support center managers we talked to said they were planning to continue remote work in 2022. In the end, bringing employees back is a risky move. How to Make Remote Work a Win-Win Situation.

Contact Center 69

Contact Center Management Policies Study 69

Think Customers

DECEMBER 13, 2021

Fast forward to 2022—successful brands who continue to grow, innovate, and advance in the digital space need to answer the question: Are we sticking to the human side of the experience? In this step, you’ll want to build out the logistics, timeline, objectives, and metrics that will help your organization achieve CX success.

Customer Journeys 52

Customer Journeys Roadmap Metrics Strategy 52

Playvox

SEPTEMBER 30, 2022

A 2022 Salesforce report showed that 88% of both consumers and business buyers said their experience mattered as much as a company’s products did, making your team a critical part of the customer experience — and customer retention. And it misses the metric most executives jump to address: revenue.

Contact Center 67

Contact Center Report eBook Tips 67

Playvox

AUGUST 11, 2022

With this data, stakeholders across the business can make better decisions based on customer feedback. Related Article: 8 Benchmarks To Improve Your Live Chat Metrics. Related eBook: The 2022 QM Success Blueprint: Improve & Monitor Your Contact Center Agents. Poor Tag Coverage. ENJOYING THIS ARTICLE?

Report 83

Report Analytics eBook Data 83

Playvox

AUGUST 15, 2022

Overall, key metrics such as job satisfaction and retention rates have increased with the flexibility of remote work. According to the Playvox research , despite the reported successes contact centers are experiencing with remote work, nearly half (45%) of managers surveyed say they’ll bring their agents back to the office in 2022.

Contact Center 77

Contact Center Training Gamification eBook 77

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. Understanding the key call center efficiency metrics to track , and more importantly, how to improve them, will set you up for success and help keep your customers happy.

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

inQuba

AUGUST 19, 2021

Download this buyers’ guide as a complimentary ebook. Download this buyers’ guide as a complimentary ebook. Look for a journey solution that offers the ability to collect real-time customer feedback and measure customers’ satisfaction and pain points at each step. Insufficient metrics to identify failure points in journeys.

Customer Journeys 52

Customer Journeys Omni-Channel Management Insurance 52