BlueOcean

AUGUST 6, 2020

Describe your employee engagement strategies and measurement processes. How have your employee engagement strategies evolved to support remote and/or physically distanced work environments? What percentage of your new hires comes from employee referrals? Contact center pricing models vary from vendor to vendor.

Contact Center 156

Contact Center Customer Care Comparison Culture 156

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

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

COPC

JULY 23, 2021

Employee engagement is the glue that binds companies together. Siva and the leadership team started preparing to meet their growing client demands and refining their existing processes and policies to ensure smooth sailing operations. s Employee Engagement Services to implement FBC’s first employee survey.

Employee Engagement 98

Employee Engagement Engagement Survey Analysis 98

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

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. Describe your employee engagement strategies and measurement processes. What results have you seen?

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

Integrity Solutions

FEBRUARY 15, 2019

The past few years have seen a dramatic increase in investments in AI, data analysis and other technologies designed to increase contact center efficiency. But in spite of all the technology that’s now available, the #1 factor contributing to whether or not your contact center achieves its objectives hasn’t changed.

Contact Center 78

Contact Center Training Employee Engagement Technology 78

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

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

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.

Call Center 98

Call Center Gamification Contact Center Training 98

Playvox

FEBRUARY 27, 2024

The term “buyer’s market” is best known for describing the state of the real estate market, but it’s also applicable to contact centers. Likewise for agents, if they don’t feel engaged, appreciated, or see a growth path, they too can take their talent to another organization. What is Workforce Engagement?

Engagement 73

Engagement Contact Center How To Employee Engagement 73

Bold360

JANUARY 22, 2020

But focusing on better employee engagement can in turn lead to better customer engagement. And yes, we’re talking all employees. Frontline employees in stores and branches. Contact center employees answering calls and chats. At first glance, this seems like a no-brainer.

Employee Engagement 76

Employee Engagement Engagement Customer Experience Chatbots 76

Integrity Solutions

MARCH 3, 2020

The most persistent contact center challenges can be overcome by making coaching a part of the culture and developing your agents’ listening and problem-solving skills. For several years we’ve been participating in Customer Contact Week (CCW), the world’s largest customer contact event series. The Power of Coaching.

Contact Center 62

Contact Center Culture Conference Call Center 62

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 50

Employee Engagement Engagement Customer Centricity Video 50

COPC

JULY 23, 2021

Employee engagement is the glue that binds companies together. Siva and the leadership team started preparing to meet their growing client demands and refining their existing processes and policies to ensure smooth sailing operations. s Employee Engagement Services to implement FBC’s first employee survey.

Employee Engagement 52

Employee Engagement Engagement Survey Analysis 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

Playvox

DECEMBER 14, 2021

At Playvox, customers are at the center of all we do. We know how important it is that our customers delight their customers with every interaction in contact centers around the world. That’s why we work to build the best workforce engagement management (WEM) software on the market. And it wasn’t even close.

Contact Center 52

Contact Center Report Employee Engagement Software 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 26

Employee Engagement Metrics Engagement Contact Center 26

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. You might take some ideas from what they did: All leaders attended Situational Leadership II training. Nate recently turned me onto OfficeVibe which can help you measure employee engagement.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

COPC

JANUARY 10, 2023

To design positive chain reactions, I have found it is important to understand the relationship between positive employee experience and job satisfaction and how it drives a positive customer experience and true success. Get Employee Engagement Research Insights. Employee Engagement Research Series.

Financial 77

Financial First Call Resolution Customer Experience Employee Engagement 77

Brad Cleveland Blog

DECEMBER 11, 2019

One of the keys to high levels of employee engagement in contact centers – and the strong performance that follows – is hands-on involvement from the top.

Leadership 26

Leadership Contact Center Employee Engagement Engagement 26

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 26

Employee Engagement Engagement Customer Centricity Video 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. What is employee engagement? I don’t know of any exception.

Employee Engagement 29

Employee Engagement Engagement Customer Centricity Culture 29

NICE inContact

MARCH 26, 2019

Most contact centers share a goal of delivering excellent customer service. Customer experience has never been more important in earning brand loyalty — and for your center to improve, you should understand how your organization compares with others. But how many truly achieve that objective? Organizations in this stage.

Customer Experience 152

Customer Experience Contact Center Policies System 152

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

COPC

JANUARY 10, 2023

To design positive chain reactions, I have found it is important to understand the relationship between positive employee experience and job satisfaction and how it drives a positive customer experience and true success Get Employee Engagement Research Insights COPC Inc.

Financial 52

Financial First Call Resolution Customer Experience Employee Engagement 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 143

ROI CEM Net Promoter Score Customer Experience 143

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

Stella Connect

FEBRUARY 7, 2018

Even with all the right performance management pieces in place—robust call center training programs, regular QA reviews, and employee engagement initiatives—many customer service leaders can’t figure out how to crack the code. It’s a lack of transparency on the contact center floor.

Contact Center 49

Contact Center Feedback Management Effort Score 49

BlueOcean

DECEMBER 20, 2017

What does that mean for outsourced contact center employers? In our opinion, it means we better be doing a good job setting up an employment experience that meets the average Millennial’s needs, and we better be shaping our industry to support engagement of this demographic for the short term and the long term.

Omni-Channel 159

Omni-Channel Contact Center Employee Engagement eBook 159

Stella Connect

FEBRUARY 7, 2018

Even with all the right contact center performance management pieces in place—robust call center training programs, regular QA reviews, and employee engagement initiatives—many customer service leaders can’t figure out how to crack the code. It’s a lack of transparency on the contact center floor.

Contact Center 40

Contact Center Feedback Management Effort Score 40

CSM Magazine

JANUARY 18, 2023

Calabrio is an innovative disruptor in the cloud-first contact center market, across enterprises of all sizes. He has held key leadership roles across a variety of technology services companies including Rackspace Technology, Dell, and HP. I am excited to see how Kevin moves the company forward.”

Contact Center 52

Contact Center Company Customer Centricity Employee Engagement 52

BlueOcean

JULY 20, 2023

In our world of outsourced customer care solutions, one of the big challenges we continue to wrestle with on the sales side of things is the significant change in the contact center RFP process. With this in mind, it can be helpful to assess how organized, prepared, and engaged a vendor is in a virtual setting.

Contact Center 294

Contact Center Travel Culture Meeting 294

Stella Connect

FEBRUARY 20, 2018

Contact center attrition is one of the biggest challenges brands face. The continuous cycle of hiring and onboarding new agents and ramping them up to full productivity can cost a customer service organization roughly $10,000-$15,000 per employee. Then there’s the impact on service quality. We’re very involved at every step.”.

Contact Center 43

Contact Center Effort Score Culture Feedback 43

Playvox

JANUARY 11, 2024

Call center workforce management is the art and science of having the right number of agents available at the right times to answer an accurately forecasted volume of incoming customer contacts at the service level standard set by a contact center while minimizing cost. WFM to the rescue.

Call Center 52

Call Center Management Contact Center Omni-Channel 52

Brad Cleveland Blog

DECEMBER 11, 2019

One of the keys to high levels of employee engagement in contact centers – and the strong performance that follows – is hands-on involvement from the top. For example: Among other endeavors, Dan Gilbert is the founder and chairman of Quicken Loans, the giant Detroit-based mortgage lender.

Leadership 26

Leadership Contact Center Employee Engagement Engagement 26

Stella Connect

MAY 4, 2017

This year’s ICMI Contact Center Expo & Conference in Orlando (May 22-25) promises to be quite an event. These are the topics we feel are particularly important for contact center leaders to focus on in their efforts to build world-class service organizations and stronger brands. Bancorp Fund Services contact center.

Contact Center 40

Contact Center Omni-Channel Conference Employee Engagement 40