Playvox

APRIL 11, 2023

Engaged contact center agents are essential to the success of any customer service operation. And happy agents tend to deliver experiences that delight your customers. But disengaged agents create challenges in a customer service center. Coaching is a critical aspect of agent engagement in contact centers.

Contact Center 63

Contact Center Employee Engagement Gamification Tips 63

NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? Hyper efficiency is a term used to describe the streamlining of processes to increase productivity, reduce costs, and improve customer service. Look no further!

Contact Center 52

Contact Center Call Center Management Gamification 52

NobelBiz

APRIL 18, 2022

On the surface, increasing the efficiency of your call center appears to be a simple and straightforward process. Simply reduce the amount of time spent on the phone with clients, which gives you more calls handled in a day and hence more efficiency for your business. What is call center efficiency?

Call Center 52

Call Center Contact Center How To Gamification 52

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

Playvox

MARCH 12, 2023

Running a smooth and efficient contact center can feel like the ultimate struggle, but don’t worry, you’re not alone. Providing noteworthy customer experiences is a top priority for any business, and a well-run help desk, support center, or customer service center is the key to improving contact center performance.

Contact Center 52

Contact Center Strategy Gamification Customer Satisfaction 52

NICE inContact

DECEMBER 5, 2017

Agent attrition is not a new concept in the contact center. The average lifespan of a contact center agent is traditionally short, resulting in human resource departments trying to understand this costly trend, usually turning to some kind of retroactive metric. But these do not offer predictive insight.

Contact Center 161

Contact Center Tips Gamification Culture 161

NICE inContact

NOVEMBER 6, 2018

Contact center management is hard. You need to keep up with constantly growing and shifting customer expectations. Let’s look into some ideas that will help you successfully manage you contact center environment while keeping your cool in the process. Choose the right contact center solution.

Contact Center 122

Contact Center Tips Management Contact Center Software 122

NobelBiz

FEBRUARY 22, 2023

Does your contact center have a dedicated team that’s ready and prepared to assist your customers at all times? This aspect makes all the difference in contact lead loss. Assume your contact center employs 500 agents to answer incoming requests from your clients. What is Call Center Shrinkage?

Call Center 52

Call Center Tools Strategy Contact Center 52

NobelBiz

MAY 22, 2022

The 2020 pandemic started a cascade of unforeseen changes and transformations that radically changed the contact center world. As a response to the pandemic lockdowns, call center businesses rushed to move their operations to the cloud and implement work-from-home systems ASAP. Let’s meet the experts!

Call Center 52

Call Center Management Contact Center Gamification 52

Playvox

APRIL 27, 2023

Contact center trends can directly impact success. For the greatest impact and a clear competitive edge, contact center leaders must choose wisely when making business decisions about the trends to prioritize and implement in their organizations — because all change, even positive change, costs time and resources.

Contact Center 52

Contact Center Trends Gamification Omni-Channel 52

Stella Connect

JANUARY 20, 2022

Looking for ideas for how to create the best customer service training program for your contact center? So there’s no time like the present to create the best customer service training program for your contact center. 6: DO: Make sure your customer service training program is engaging and fun.

Customer Service Training 78

Customer Service Training Contact Center Training Customer Service 78

Playvox

MAY 2, 2023

While it might seem like just about everything is in the cloud these days, many contact centers still haven’t taken the leap. But moving to a cloud contact center can have big benefits for your company, your customers, and your agents. What Does Moving To The Cloud Mean?

Contact Center 52

Contact Center Omni-Channel Contact Center Software Gamification 52

Playvox

FEBRUARY 2, 2022

Agent burnout directly harms the quality of customer service your business provides and significantly hurts your company’s bottom line. It’s hard to ignore the fact that contact centers are plagued with high agent burnout and turnover rates. Some contact centers experience almost no turnover at all. Consider this.

Contact Center 68

Contact Center Gamification Culture Employee Engagement 68

Playvox

MARCH 12, 2024

Think about the last time you reached out to a contact center for one of the services or products that you purchased. You could have contacted the company in a multitude of ways — chat, text, social media, or even an “old-fashioned” telephone call.

Contact Center 78

Contact Center How To Call Center Gamification 78

NobelBiz

FEBRUARY 22, 2023

Whatever the driving force behind this transition, it is important to consider the technological advancements that have occurred in the contact center space in recent years. In that regard, Cloud Contact Center Solutions (CCaaS) are replacing old technologies and opening up new potential for organizations.

Contact Center 52

Contact Center Contact Center Software Call Center Multi-Channel 52

NobelBiz

OCTOBER 18, 2021

Does your contact center have a dedicated team that’s ready and prepared to assist your customers at all times? This aspect makes all the difference in contact lead loss. Assume your contact center employs 500 agents to answer incoming requests from your clients. What is Call Center Shrinkage?

Call Center 52

Call Center Tools Strategy Contact Center 52

NobelBiz

FEBRUARY 21, 2022

Whatever the driving force behind this transition, it is important to consider the technological advancements that have occurred in the contact center space in recent years. In that regard, Cloud Contact Center Solutions (CCaaS) are replacing old technologies and opening up new potential for organizations.

Contact Center Software 52

Contact Center Software Contact Center Software Call Center 52

Talkdesk

JULY 16, 2019

Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. That’s where leveraging contact center performance management software can help. The answer is both.

Call Center 43

Call Center Management Average Handle Time Net Promoter Score 43

NICE inContact

JANUARY 23, 2019

If there is one single area you want to focus on in 2019 for contact center improvement, consider Performance Management. The contact center industry has always experienced higher attrition rates than many other industries, and with current workplace turnover at an all-time high, this has not changed.

Contact Center 137

Contact Center Management Gamification Call Center 137

Magellan Solutions

JULY 12, 2021

Why is Call Center Outsourcing Philippines the top destination for offshore services? The Philippines is really the top call center hub in the world. Importance of Proper Call Center Work Environment. Contact Center Services Philippines Work Environment. Rewards program.

Call Center 52

Call Center Industry Contact Center Study 52

NobelBiz

FEBRUARY 22, 2023

This particular kind of work environment has enabled many businesses and contact centers to retain service continuity. However, it is not a walk in the park to integrate remote work in contact centers. If you wish to implement remote work in your Contact Center, your agents must have a teleworking-friendly home.

Engagement 52

Engagement Contact Center Gamification Net Promoter Score 52

NobelBiz

FEBRUARY 22, 2023

This particular kind of work environment has enabled many businesses and contact centers to retain service continuity. However, it is not a walk in the park to integrate remote work in contact centers. If you wish to implement remote work in your Contact Center, your agents must have a teleworking-friendly home.

Engagement 52

Engagement Contact Center Gamification Net Promoter Score 52

RapportBoost

DECEMBER 10, 2018

Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. So, Talkdesk Enterprise Contact Center empowers companies to make their Customer Experience a competitive advantage. So, without further introductions, let’s go ahead and get started.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

Verint

AUGUST 17, 2017

At the end of 2016, I conducted 20 interviews with customer service professionals who were members of the National Association of Call Centers (NACC). The question was, “What’s keeping you up at night when you think about your contact center in 2017 and beyond.”. Don’t Panic!”

Contact Center 30

Contact Center Employee Engagement Engagement Gamification 30

TechSee

SEPTEMBER 18, 2019

Taking the time to tag the call, log the details, update the CRM system or forward customer feedback to the relevant department provides vital information to contact center managers, chief experience officers, R&D personnel and customer journey mappers. Tools & Tech to Streamline after call work.

Average Handle Time 84

Average Handle Time Contact Center CRM How To 84

Vonage

OCTOBER 22, 2015

Benefits include; automatic routing of customers to their preferred contact, allowing your team to quickly resolve issues, and increasing customer satisfaction – particularly within a business to business environment. Gamification. Many employee gamification programs focus on the ‘employee of the month’.

Technology 120

Technology Customer Service Gamification Wireless 120

Stella Connect

JANUARY 4, 2022

Customer service coaching refers to the practice of ongoing communication between the agent and their manager to hone in on how to improve on specific skills, achieve specific goals, and develop their craft so they can handle even the most difficult customer interactions. Coaching Customer Service Agents for Individual Growth. “A

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

Stella Connect

APRIL 17, 2018

If you’re in a call center performance management role, you’ve probably invested a lot of time and energy in your customer service training and coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease. Emphasize hands-on learning.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

Verint

AUGUST 23, 2017

Rapidly changing technology, shifting work-life priorities, and a surprisingly high “disengagement rate” have all collaborated to drive the need for changes—big ones—in the contact center. You can also try using gamification techniques to support ongoing knowledge and proficiency gains. of employees are disengaged.

Strategy 42

Strategy Gamification Contact Center Employee Engagement 42

Stella Connect

APRIL 17, 2018

If you’re in a contact center performance management role, you’ve probably invested a lot of time and energy in your customer service training and customer service coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease.

Customer Service Training 40

Customer Service Training Training Tips Customer Service 40

Verint

FEBRUARY 10, 2016

While you may or may not have previously considered gamification a key part of these employee engagement efforts, it can help keep your employees focused on what matters and what helps drive the bottom line. KPIs can be set to define ranges of “good” performance, while the overall score can help drive a balanced achievement of KPIs.

Employee Engagement 20

Employee Engagement Engagement Gamification Customer Engagement 20

Verint

MARCH 19, 2018

Gamification: functional and fun. Or, it could be an Intelligent Virtual Assistant that is monitoring and noticing a pattern of words or interaction that triggers a prompt to offer immediate assistance that may include connecting to a contact center agent. This was going to be fun, and we were all in it to win it.

Self Service 33

Self Service Gamification Contact Center Exercises 33

Verint

JANUARY 8, 2018

Verint’s Ryan Hollenbeck, senior vice president, global marketing, recently spoke with Saddletree Research’s Paul Stockford for Contact Center Pipeline about the major trends in customer engagement for 2018. More than ever, the customer engagement center has become a focal point for automation and shared intelligence.

Trends 33

Trends Engagement Contact Center Customer Engagement 33

SurveySensum

JULY 14, 2020

Lynn Hunsaker – CXPA Board, Customer Experience Leader, Trainer, Author . Lynn Hunsaker started her career as chair of a 20-country, 6-division task force designing customer satisfaction methodology as a manager in the Strategic Planning department at then-Fortune-250-ranked Sonoco Products. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Verint

DECEMBER 8, 2016

As you start to finalize 2017 planning for your organization, have you looked “outside in” and gathered ideas and insights from other organizations for the customer engagement optimization elements of your planning?

Loyalty 44

Loyalty Customer Engagement Engagement Interaction 44