BlueOcean

JUNE 6, 2017

At first glance, attrition seems like a chink in the armor for contact centers. Across every industry, the fact that people leave their jobs and move on is a basic truth, but in the contact center, the attrition metric receives quite of a bit of negative attention. Here’s what you need to know.

Contact Center 218

Contact Center Call Center Employee Engagement Employee Experience 218

BlueOcean

APRIL 28, 2020

For most contact centers, work-at-home solutions aren’t new – but WAH has historically been an option, one of the tools available, often deployed in conjunction with brick-and-mortar teams. And then there’s the intangible issues – in particular, employee engagement and corporate culture. What about you?

Contact Center 156

Contact Center Comparison Culture Omni-Channel 156

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?) Which leaders do you need to engage from the get-go? Search online for vendors and assess their websites for culture fit, suite of services and solutions, and self-reported strengths. Don’t do it!

Contact Center 189

Contact Center Effort Score Culture Fashion 189

BlueOcean

AUGUST 6, 2020

Describe your corporate culture including how it is differentiated from your competition. How does your corporate culture align with your understanding of our own company, values, and culture? How have you worked to maintain culture despite remote and/or physically distanced work environments? Agent Engagement.

Contact Center 156

Contact Center Customer Care Comparison Culture 156

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. And yes, the RFP can tell you a lot, but discerning which partner is exactly aligned with your long-term goals, your company culture, your customer base, and your team – well, that requires a site visit. 5. Culture.

Contact Center 159

Contact Center Culture Leadership Engagement 159

CSM Magazine

DECEMBER 28, 2021

takes an in-depth look at how leaders can improve employee engagement to drive a better customer experience and achieve greater customer loyalty. You know the old adage, “happy employees = happy customers.” That is where employee engagement comes into the picture. What employee engagement is and what it is not?

Employee Engagement 59

Employee Engagement Engagement Customer Experience Culture 59

CX Accelerator

DECEMBER 31, 2018

When we are honest with ourselves, we all know culture is the linchpin for everything we do in the Contact Center. We have the very best and newest technology, hire the perfect “on-paper” resumes, and have the budget of King Tut, but without a healthy, positive working culture…these things are essentially meaningless.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

Playvox

DECEMBER 16, 2021

Is gamification the right choice for your contact center? Are your employees excited to come to work each and every morning? Employee engagement is one of the most challenging aspects to master in the contact center. It is in every organization’s interest to have motivated employees.

Gamification 79

Gamification Contact Center Average Handle Time Employee Engagement 79

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

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. Culture Describe your corporate culture including how it is differentiated from your competition. Hourly staff?

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

Doing CX Right

JANUARY 17, 2022

Customer satisfaction is directly linked to employee engagement. The post 6 Ideas To Increase Employee Engagement appeared first on Doing CX Right. Learn & apply best practices to achieve loyalty and retention goals.

Employee Engagement 59

Employee Engagement Engagement Customer Satisfaction Loyalty 59

Playvox

JULY 18, 2022

Contact center agent attrition can be as high as 38% — and it’s not hard to understand why. It can be a thankless, unappealing job, pushing employees to leave or causing potential employees to avoid applying for contact center jobs altogether. What Causes Contact Center Agent Attrition?

Contact Center 73

Contact Center Technology Social Media Employee Engagement 73

Talkdesk

MAY 6, 2019

Recent research shows that organizations with highly engaged employees outperform those with low employee engagement by over 200%. If your employees are punching the clock every day, putting on a thin facade of politeness with customers, just to stay employed—then you’re missing out. What’s in it for me?”

Employee Engagement 84

Employee Engagement Tips Engagement Contact Center 84

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

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

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

NobelBiz

MAY 12, 2022

In this article, we’ll be looking at how to grow your company culture and keep your remote employees connected and involved. All this through the perspective of a seasoned skilled leader that knows how to create and develop a strong well-functioning company culture. You had your job and you had to do it. Well, everything!

Employee Engagement 52

Employee Engagement Engagement Culture Contact Center 52

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 41

Employee Engagement Metrics Engagement Contact Center 41

Brad Cleveland Blog

FEBRUARY 23, 2023

The most customer-centric organizations build on a foundation of employee engagement. What’s behind that level of engagement? As it turns out the key driver is purpose.

Employee Engagement 45

Employee Engagement Engagement Customer Centricity Video 45

NobelBiz

APRIL 18, 2023

Optimizing team productivity is the key to achieving this goal, and this comprehensive guide will walk you through the steps necessary to unlock your call center’s full potential. What is hyper efficiency in a contact center? Check our guide on what KPIs to follow if you want to have excellent customer service.

Contact Center 52

Contact Center Call Center Management Gamification 52

COPC

MARCH 11, 2024

Early attrition poses a significant and costly challenge for contact centers. and Centrical have teamed up to present the Improving Contact Center Retention Series, offering strategies to increase call center retention and lower attrition-related expenses. To address this issue, COPC Inc. See Figure 2.

Call Center 99

Call Center Gamification Contact Center Training 99

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

Playvox

JULY 28, 2022

A contact center is a perfect place for a multigenerational team. Tapping into the capabilities of your multigenerational contact center agents is easier than you think — all it takes is a commitment from you as the leader. Keeping agents of any generation motivated starts by keeping them engaged. Smith, Ph.D.

Contact Center 66

Contact Center Social Media Gamification Competitive Advantage 66

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

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. Get employee feedback.

Employee Engagement 60

Employee Engagement Trends Engagement Company 60

BlueOcean

OCTOBER 10, 2016

But too many contact centers assume the opposite; that your journey starts the moment an agent picks up the phone. As a contact center, we might be checking all the boxes in our call flow process, but that doesn’t mean the customer necessarily had a great experience. Measuring, Training, and Coaching.

Customer Journeys 120

Customer Journeys Contact Center Call Flow First Call Resolution 120

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

Adrian Swinscoe

MARCH 11, 2024

David […] The post A look inside a punk-inspired contact center – Interview with David Powers first appeared on Adrian Swinscoe. Today’s interview is with David Powers, who is an author, podcast host, Chief Experience Officer at Rooter Hero Plumbing & Air and a true punk.

Contact Center 59

Contact Center Employee Engagement Employee Experience Innovation 59

Playvox

OCTOBER 18, 2022

There’s a storm brewing in customer service centers, and the aftermath could create some big challenges for contact center management. But only 40% of support center managers we talked to said they were planning to continue remote work in 2022. The State of Remote Work in Contact Centers.

Contact Center 69

Contact Center Management Policies Study 69

Think Customers

DECEMBER 16, 2022

It’s impossible to know what 2023 will bring but, as we head into the new year, some clear challenges (and opportunities) are emerging and businesses have clear priorities when it comes to elevating customer and employee experience. It can be particularly tough to keep workers at contact centers, which are experiencing a turnover rate of 58%.

Employee Experience 96

Employee Experience Engagement Brands Employee Engagement 96

Brad Cleveland Blog

APRIL 14, 2022

When you peel back the layers of any customer-centric organization, you’ll find a culture of honoring employees, encouraging their insight, and engaging them every step of the way. Customer experience is built on a foundation of employee engagement. What is employee engagement?

Employee Engagement 29

Employee Engagement Engagement Customer Centricity Culture 29

CSM Magazine

DECEMBER 15, 2022

Customer loyalty is more important than ever, and prioritizing customer service — with an excellent, dynamic, and engaged contact center — can help your company stand out. If you can enable, empower, and engage your agents, you provide better interactions, which leads to higher customer retention.

Contact Center 52

Contact Center Self Service Loyalty Social Media 52

NobelBiz

MAY 6, 2022

They define corporate culture, drive performance and deal with customers. This article will explain why employee recognition is based on creating a culture of recognition, and whether you can use reward and incentive strategies for contact centers. What is employee recognition? But where do you start?

Contact Center 52

Contact Center Strategy Call Center Rewards Programs 52

Experience Investigators by 360Connext

APRIL 23, 2024

Then consider how to intentionally design and execute on customer journey improvements, internal process design, and employee engagement efforts to move the organization closer to those goals. Many leaders are seeing heavy turnover in contact centers, leading to costs around hiring, training, and losing institutional knowledge.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

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 26

Employee Engagement Metrics Engagement Contact Center 26

Brad Cleveland Blog

APRIL 14, 2022

When you peel back the layers of any customer-centric organization, you’ll find a culture of honoring employees, encouraging their insight, and engaging them every step of the way. Customer experience is built on a foundation of employee engagement.

Employee Engagement 26

Employee Engagement Engagement Customer Centricity Culture 26