NobelBiz

AUGUST 28, 2023

Hey there, fellow contact center champions! Ready to dive deep into the heart of transforming your contact center’s performance? In this article, we’ll explore actionable strategies that will help you revolutionize your contact center’s performance and create experiences that leave customers raving.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

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. Culture / work environment / team. Motivation.

Contact Center 161

Contact Center Tips Gamification Culture 161

Playvox

APRIL 25, 2023

How can you spice up remote agent training at your contact center to make it the most engaging and effective it can be? Make A Plan Despite the ongoing debate on the benefits and drawbacks of in-person, hybrid, and remote work, recent data and predictions support remote and hybrid work in a contact center.

Contact Center 79

Contact Center Training Contact Center Software Strategy 79

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

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

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

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

APRIL 5, 2022

But without getting contact center performance right, all other CX elements – such as marketing, user experience, etc. How do you build a high performance contact center? Fortunately, there is a way forward: leveraging the right workforce engagement management (WEM) tools. What is a High Performance Contact Center?

Contact Center 77

Contact Center Net Promoter Score Effort Score Metrics 77

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 97

Call Center Gamification Contact Center Training 97

Playvox

DECEMBER 21, 2022

Working with virtual teams of agents in your contact center can sometimes mean you feel disconnected from them — or even worried that you aren’t able to properly manage their performance. Agents who felt their contact centers were handling remote work well told us they appreciated: Clear expectations. Communication.

Contact Center Software 52

Contact Center Software Contact Center Software eBook 52

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

Playvox

JANUARY 13, 2022

While many in the contact center industry are slow to transition away from on-premise software, cloud adoption shows no signs of slowing. In the last year, contact center teams that have embraced cloud-based solutions have learned some important lessons. Maximize Workforce Engagement Management (WEM) Solutions.

Contact Center 52

Contact Center Gamification Training Social Media 52

Playvox

FEBRUARY 20, 2024

Not only do contact center agents want additional flexibility in their work schedules, but many leaders saw that agents did not need to be in a defined office space to get their jobs done well. By applying scores and prizes to your employees’ everyday tasks, you can make work feel more enjoyable and increase employee engagement.

Management 88

Management Gamification Contact Center Policies 88

CX Accelerator

MARCH 28, 2018

Originally published on ICMI Blog Does your contact center resemble an episode of "The Walking Dead?" " Whether or not you've reached zombie apocalypse levels of engagement, all customer service leaders must be intentional to win the hearts and minds of our staff. The number one motivator is play. Surprising right?

Gamification 140

Gamification Contact Center Self Service Employee Engagement 140

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. That’s equal to 9% of global GDP.

Contact Center 78

Contact Center How To Call Center Gamification 78

Playvox

MARCH 21, 2024

Let’s face it — no one contacts your contact center to tell the person who answers the phone, text, or chat to tell your organization that they love your brand, service, or product. Most interactions that contact center agents have daily are to solve a problem or issue, adjust a payment, or ask a clarifying question.

Strategy 90

Strategy Contact Center Multi-Channel Social Media 90

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

NobelBiz

FEBRUARY 27, 2024

Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case. RELATED ARTICLE What is IVR?

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

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

TechSee

JUNE 4, 2019

Nowhere is that truer than in call center training – bringing new agents up to speed on products, processes and the productivity expected of them. Traditionally, contact centers have trained new agents using one-on-one coaching or classroom-style role-playing, where the focus is on imparting knowledge and customer service etiquette.

Call Center 117

Call Center Training Technology Gamification 117

NobelBiz

FEBRUARY 9, 2023

Contact Center Trends for 2021 For many businesses out there, 2020 will remain a defining year of radical transformation. Contact Centers had to adopt the right tools and even shift their models completely in order to achieve business continuity and customer demands. What will 2021 look like for Contact Centers?

Call Center 52

Call Center Gamification Contact Center Trends 52

NICE inContact

JULY 25, 2019

The ability for agents to give feedback and communicate how they feel is a way to engage them that doesn’t require a promotion or raise. According to Deloitte Research (2016), employees value culture and growth almost twice as much as they value compensation and benefits. 3) Keep Your Agents Challenged.

Call Center 141

Call Center Gamification Contact Center Social Media 141

COPC

JANUARY 15, 2024

has partnered with Centrical to bring you the Improving Contact Center Retention Series, where we explore how organizations can reduce early attrition. Ineffective Training    Training should be impactful and engaging, ensuring no trainees are overlooked.

Employee Engagement 78

Employee Engagement Contact Center Training Call Center 78

TechSee

MARCH 7, 2019

The contact center industry continues to face extremely high agent turnover, with some outbound and telemarketing centers experiencing attrition rates as high as 27% annually. Contact centers are ready for change. Current VEAs, such as Personik and Wizy , focus mainly on helping employees engage with the company.

Self Service 104

Self Service Contact Center Gamification Video 104

Playvox

NOVEMBER 15, 2022

For contact center managers, this phrase rings in their heads each time they create a forecast, build a schedule, or track schedule adherence. . Globally, a 2022 Gallup report shows that only 21% of employees are engaged in their work, with about 35% of the U.S. Employee burnout and dissatisfaction come at a high cost.

ROI 86

ROI Software Management Contact Center 86

COPC

NOVEMBER 15, 2023

Early attrition is a common and expensive problem for contact centers. However, it is possible to cut call center attrition rates and the associated costs. COPC has partnered with Centrical to bring you the Improving Contact Center Retention Series, where we will explore how organizations can reduce early attrition.

Call Center 95

Call Center Contact Center Employee Engagement Gamification 95

NobelBiz

FEBRUARY 10, 2023

Tony Johnson: When we frame this up especially from the point of view of the contact center itself, what does a great Customer Experience mean to you? The center piece of the discussion was the virtual call center and how to manage and improve the all-round metrics of this trending business model in the contact center space.

Virtual Call Center 52

Virtual Call Center Call Center Contact Center Gamification 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

CSM Magazine

JUNE 8, 2018

Every single day your contact center agents are the difference between happy customers, and unsatisfied customers who are beginning to wonder how your competition’s customer service is. Chances are, your contact center has many different channels, and frontline agents resultingly end up serving customers in many different ways.

Contact Center 45

Contact Center Technology Gamification Wait Times 45

Experience Investigators by 360Connext

JUNE 22, 2021

They may have had one bad experience with a contact center rep and decided that was enough to open the door to consider switching. Did they seek support at similar times or stop engaging with the product or relationship manager? Product usage is a great indicator of customer engagement.

Customer Journeys 297

Customer Journeys e-support Customers Loyalty 297

Vonage

OCTOBER 22, 2015

Ten Critical Technologies to Transform Customer Engagement ’. It entails three things: being proactive, preventive and engaging. So, which technologies can improve customer engagement and experience? Gamification. Many employee gamification programs focus on the ‘employee of the month’. Customer Experience 3.0

Technology 120

Technology Customer Service Gamification Wireless 120

NobelBiz

APRIL 18, 2022

As it overlooks three critical components: the customer experience, the rise of new communication and the new contact center technologies. Modern customers want immediate and dependable solutions, which means your call center’s efficiency must be at its peak at all times. What is call center efficiency?

Call Center 52

Call Center Contact Center How To Gamification 52

NobelBiz

JUNE 5, 2023

Outbound Lead Generation In a call center, outbound lead generation is typically achieved through direct communication with prospects, usually via telephone calls. Using the Right Contact Center Technology Technology plays a vital role in lead generation. Running a contact center can get expensive.

Call Center 52

Call Center Contact Center Contact Center Software CRM 52

RapportBoost

NOVEMBER 5, 2018

is the leading conversational sales analysis platform for brands that use chat, SMS and messenger tools to engage customers. We are going to talk about training, how to train your chat agents to drive profitability, and how to implement change the contact center. Tony is currently the CEO of RapportBoost AI and RapportBoost.AI

Contact Center 40

Contact Center Video Sales Training 40

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

Magellan Solutions

JULY 12, 2021

Contact Center Services Philippines Work Environment. Gamification is a term that refers to the addition of major gaming features to regular activities. . Some contact center solutions Philippines firms conduct monthly training for their employees. Promote an inclusive culture. Rewards program.

Call Center 52

Call Center Industry Contact Center Study 52