NICE inContact

JULY 19, 2019

So why subject your contact center to just one flavor of gamification ? Studies show gamification positively impacts employee engagement, and employee engagement impacts the bottom line. Making the goal challenging yet attainable will go a long way in engaging the entire team, regardless of tenure.

Gamification 137

Gamification Contact Center Employee Engagement Call Center 137

TechSee

APRIL 26, 2021

The Age of Contact Center Transformation . Like many industries these days, contact centers are at a crossroads. On the other hand, call volumes are at peak levels. This means that call centers are more important than ever for assisting customers with their technical problems.

Contact Center 109

Contact Center Self Service Call Center Multi-Channel 109

NICE inContact

APRIL 7, 2021

But like anything, it comes with its own unique challenges as you try to keep employees engaged in their positions. If you’re unsure of where to start, the six pillars of a hybrid contact center workforce engagement strategy listed above would be a great place to start.

Contact Center 162

Contact Center Engagement How To Employee Engagement 162

COPC

MAY 23, 2023

Most contact centers recognize the importance of team leaders. This article uses insights from the following research to reveal the quantifiable impact of contact center team leaders on employee satisfaction, retention and performance. US Employee Engagement Research Report COPC Inc.

Contact Center 88

Contact Center Engagement Employee Engagement Leadership 88

TechSee

APRIL 16, 2019

Many of us have worked in contact centers. Contact center agents want to work for employers who help them to develop and grow their careers – and they’re not afraid to leave if they’re not getting what they need. What Matters Most to Contact Center Managers. Proactivity is Key.

Call Center 126

Call Center Culture Contact Center Net Promoter Score 126

Playvox

JULY 14, 2023

Providing an ever-improving customer experience while boosting contact center agent productivity is paramount for your business. Here’s the blueprint for achieving greater agent productivity in your call center. The quality of customer service and support can also have an impact on the productivity of a contact center.

Contact Center 74

Contact Center Measurement Call Center How To 74

NICE inContact

AUGUST 12, 2019

For seasoned workforce managers, predicting contact volumes and creating perfect schedules are second nature – even although, to those of us on the outside, they seem to speak a whole different contact center language! Scheduling is a critical contact center function, but like forecasting, can be tricky.

Contact Center 149

Contact Center Management Employee Engagement Call Center 149

BlueOcean

NOVEMBER 6, 2019

So, we’ll take a comprehensive look at the cost of ownership of your in-house contact center – both intangible and tangible expenses – and how it compares to the cost of outsourcing. The Cost of Contact Center Infrastructure. Next, let’s look at the physical space that is home to your contact center.

Contact Center 156

Contact Center Contact Center Software Employee Engagement Call Recording 156

NICE inContact

AUGUST 12, 2019

For seasoned workforce managers, predicting contact volumes and creating perfect schedules are second nature – even although, to those of us on the outside, they seem to speak a whole different contact center language! Scheduling is a critical contact center function, but like forecasting, can be tricky.

Contact Center 136

Contact Center Management Employee Engagement Call Center 136

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? Today, hyper efficiency is no longer a luxury but a necessity for call centers looking to thrive and outperform their competition. What is hyper efficiency in a contact center?

Contact Center 52

Contact Center Call Center Management Gamification 52

COPC

SEPTEMBER 26, 2022

a global customer experience (CX) consulting firm, announces the launch of its 14-part Employee Engagement Research Series. The first report provides a global view of employee engagement data and is now available at no cost. There is no cost to download Employee Engagement Research Series reports.

Employee Engagement 52

Employee Engagement Engagement Contact Center Call Center 52

BlueOcean

NOVEMBER 30, 2017

If enhancing your customer experience is a strategic priority over the next 12 months, you might be looking at putting out a contact center RFP or RFI early in the new year. While some industries benefit from limits, the contact center world is very dependent on more intangible factors like cultural alignment and customer experience.

Contact Center 149

Contact Center Call Center Report Transportation 149

ShepHyken

JANUARY 22, 2021

Sh e shares best practices supervisors can use for monitoring call center agents in a work-from-home scenario. COVID-19 has led us to believe that we need to rethink, amend, and strengthen our contact centers with robust technology to stay ahead of the pandemic. Comprehensive Call Center Metrics Report.

Call Center 87

Call Center Virtual Call Center Contact Center Average Handle Time 87

NobelBiz

MAY 16, 2023

Hosted technology has been available to the contact center industry for several years, although its market penetration has been modest at best. Contact centers around the globe started experimenting with it to address the challenges posed by the pandemic.

Contact Center 52

Contact Center Customer Service Contact Center Software Call Center 52

BlueOcean

JUNE 21, 2017

Looking for an outsourced contact center partner is one of the most complex undertakings for any strategic sourcing professional. It requires a thorough understanding of the contact center world as well as the inner workings of your organization’s processes, business objectives, and brand promises. Start with the Basics.

Contact Center 174

Contact Center Tips Culture Call Center 174

BlueOcean

AUGUST 7, 2018

Contracting a new contact center outsourcer may be one of the most impactful decisions you make all year (no pressure, right?) This alone may give you enough insight to build a basic list of potential partners for your contact center RFP process. Draft Your Contact Center RFP. Planning for 2019 already?

Contact Center 189

Contact Center Effort Score Culture Fashion 189

Playvox

APRIL 4, 2023

Every workplace has its pros and cons, but contact center agents have one of the toughest jobs out there. Just like agents are protecting your company, contact center leaders and managers need to protect them and their mental health. Burnout Burnout is at the heart of poor emotional well-being in a contact center.

Contact Center 78

Contact Center Average Handle Time Study Feedback 78

BlueOcean

AUGUST 21, 2019

You’ll task your team with running a tight procurement process to assess potential contact center partners. That’s why we’ve put together a list of the top 10 things to assess on your contact center vendor site visit. The pace of change in the contact center industry is mind-blowing. 2. Technology.

Contact Center 159

Contact Center Culture Leadership Engagement 159

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

NobelBiz

MAY 2, 2023

Welcome to this insightful blog post, where we discuss building a successful outbound lead generation strategy for contact centers. Not even the best salesmen in the universe can make a difference if the calls or contact attempts are not being answered. And no wonder. And no wonder.

Contact Center 52

Contact Center Strategy Call Center Multi-Channel 52

Stella Connect

FEBRUARY 15, 2022

It’s no secret that call centers have high turnover. 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. Feelings of isolation.

Call Center 52

Call Center Contact Center Study Employee Engagement 52

Playvox

SEPTEMBER 30, 2021

You can apply this simple but powerful concept in a contact center to encourage agents to improve their quality, productivity, and effectiveness. Why You Should Bring Gamification into Your Contact Center. Here are 12 reasons why you should bring gamification into your contact center. The best moves win.

Gamification 52

Gamification Call Center Contact Center Employee Engagement 52

Call Experts

MARCH 5, 2020

Cue the experienced live-agent contact center. . Here are our top 4 benefits of partnering with a contact center to support and grow your plumbing business: . Plumbing problems arise at any hour of the day; so, it is possible to receive customer calls even after work hours. Understanding Contact Center Billing.

Contact Center 80

Contact Center Call Center Customer Journeys Conference 80

NobelBiz

MAY 16, 2023

Hosted technology has been available to the contact center industry for several years, although its market penetration has been modest at best. Contact centers around the globe started experimenting with it to address the challenges posed by the pandemic.

Contact Center 40

Contact Center Customer Service Contact Center Software Call Center 40

Call Experts

FEBRUARY 12, 2020

By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. At the heart of the development and implementation of these solutions, contact centers have maintained a focus on improving UX and CX. .

Contact Center 69

Contact Center Trends Call Center Customer Journeys 69

NobelBiz

MAY 6, 2022

Recent studies indicate that employees leave their jobs Latest studies indicate that the main reason employees leave their job is primarily because they don’t feel sufficiently recognized. Employees are the heartbeat of your call center. If you think about it, employees are the most important asset of your company.

Contact Center 52

Contact Center Strategy Call Center Rewards Programs 52

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

BlueOcean

APRIL 5, 2016

Put your hand up if you grew up wanting to be a call center agent. That’s why we’re so dead-set on defying that stereotype and creating an excellent call center employee experience. Finding common ground in this shared goal is vital to call center success. Quality” is not part of the WFM picture.

Call Center 120

Call Center Employee Experience Contact Center Employee Engagement 120

Call Experts

FEBRUARY 26, 2020

Contact centers must capture data in real-time and enter correctly into CRM systems to provide reporting for your business to make data-driven decisions. . Telephony provider Companies are looking for a partner that can provide telephony and contact center infrastructure. Understanding Contact Center Billing.

Contact Center 59

Contact Center Call Center Customer Journeys Conference 59

Playvox

FEBRUARY 2, 2022

It’s hard to ignore the fact that contact centers are plagued with high agent burnout and turnover rates. According to industry studies , average annual turnover ranges between 30-45 percent – with some centers experiencing turnover into the triple digits. Some contact centers experience almost no turnover at all.

Contact Center 68

Contact Center Gamification Culture Employee Engagement 68

Call Experts

MAY 30, 2019

Employee engagement is the passionate communication and management of operational goals and company mission. Participation is the focus of many employee engagement models. In practice, it may appear like a complicated process to manage and optimize employee engagement. Technology influences employees.

Employee Engagement 60

Employee Engagement Trends Engagement Company 60

Brad Cleveland Blog

JUNE 30, 2022

This has been a brutal few years for many contact centers. The work we’re handling has surged and become more complex, while the employees … Continue reading → The post Do your goals and metrics foster employee engagement? appeared first on Brad Cleveland.

Employee Engagement 46

Employee Engagement Metrics Engagement Contact Center 46

BlueOcean

JUNE 21, 2016

One of our most popular blog posts is 52 Contact Center RFP Questions to Ask Vendors. Choosing a contact center outsourcer is a huge investment. We’ve compiled a list of 51 contact center RFP questions to help you ensure you’re making the most informed decision. Agent Engagement. Need some insight?

Contact Center 120

Contact Center First Call Resolution Training Culture 120

Stella Connect

NOVEMBER 18, 2021

When it comes to setting priorities for the call center, it’s important to keep rewarding and recognizing your customer service agents top of mind. After all, call center incentives aren’t just a “nice to have.” 5 Types of Call Center Incentives and How to Decide When to Use Each. #1:

Call Center 78

Call Center How To Competitive Advantage Effort Score 78

Call Experts

NOVEMBER 20, 2019

With this steady growth and increase in demand, contact centers are a vital partner to support the holiday rush. . . Customer activities and interactions with brands during the holiday season significantly impact contact centers. According to Marchex , on Cyber Monday, retailers observed a 16% hike in inbound calls.

Contact Center 60

Contact Center Management Call Center Customer Journeys 60

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.”. Figure 1 below illustrates responses to this question.

Contact Center 30

Contact Center Employee Engagement Engagement Gamification 30

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