Playvox

JULY 14, 2023

Providing an ever-improving customer experience while boosting contact center agent productivity is paramount for your business. During the best of economic times, it’s a smart business practice. Here’s the blueprint for achieving greater agent productivity in your call center.

Contact Center 74

Contact Center Measurement Call Center How To 74

Playvox

DECEMBER 16, 2021

Is gamification the right choice for your contact center? Employee engagement is one of the most challenging aspects to master in the contact center. Gamification works well within a contact center environment as it leverages a number of game mechanics that workplaces can use to keep employees engaged and focused.

Gamification 79

Gamification Contact Center Average Handle Time Employee Engagement 79

Innovative CX

JANUARY 30, 2020

For four decades, I’ve been trying to improve the customer experience for organizations in a variety of industries and diverse geographic locations. Having a knowledgeable, well-trained professional customer service representative (CSR) is table stakes for any business, be it B2B, B2C or B2B2C.

Customer Service Representative 52

Customer Service Representative Training Customer Service Chatbots 52

Interactions

FEBRUARY 13, 2019

Rose is a customer service representative (CSR). She is always friendly, answers calls or chats immediately, and knows each of her customers personally. One of the biggest challenges faced by contact centers is agent churn. Over time, agents get bored, disengaged, burnt-out and overwhelmed.

Average Handle Time 48

Average Handle Time Contact Center Customer Service Representative Chatbots 48

CSM Magazine

OCTOBER 30, 2019

This reality puts the spotlight firmly on customer-facing teams and the ability to re-evaluate everything they do from the people they hire to the technology they deploy. What if this intelligence could simultaneously link to critical workforce data to ensure CSRs are properly trained, motivated and available at the right time?

Customer Experience 40

Customer Experience Self Service Contact Center Average Handle Time 40

NobelBiz

FEBRUARY 21, 2023

However, delivering a seamless customer experience is challenging. Customers are becoming more demanding, expecting rapid and accurate solutions to their inquiries. This is where the need for better management of callbacks in contact centers emanates. What is a call center callback option ?

Contact Center 52

Contact Center Abandon Rate Self Service Management 52

Team HGS

AUGUST 13, 2019

All of these journeys have to be in synch with the contact center, which is at the heart of journey success. Build the experience to what the customer wants versus what could potentially be the fastest experience. How do you build the employee experience that pays dividends for clients and their customers, as well?

Management 40

Management Conference Average Handle Time Contact Center 40