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Seizing the Digital Future in Customer Experience Transformation 

COPC

This pursuit includes engaging employees, reducing operational costs, and boosting product and service performance. Global Benchmarking Series | Contact Center Technologies Today, executives deploy digital solutions with increased confidence and swiftness.

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Leader’s Guide to Call Center Retention

COPC

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. How do we know?

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Adapting to a Global Workforce: Managing Remote Teams Effectively

Playvox

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.

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Ensuring a Successful Go-Live Launch for Your Call Center Technology

NICE inContact

This is especially relevant for contact centers where agents suffer from change-fatigue – what’s going to get them excited to adopt this system over all those others you’ve implemented in the past? A good change management strategy involves communicating with and engaging your end-users long before your actual Go-Live date.

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How to motivate your WFH contact center staff – tactics for remote employee engagement

TechSee

COVID-19 has forced many companies to transition their contact centers to enable remote work at scale. How can they drive remote employee engagement? Call Center Engagement ideas. Research shows that collaborative contact center work environments perform 50% better and reduce errors by 25%.

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29 Customer Service Training and Coaching Tips

Stella Connect

And if you’re in a contact center performance management role, you’ve probably invested a lot of time and energy into your customer service training and customer service coaching programs. You also hope to keep agents engaged so they’ll want to stay put. Make customer service training engaging and fun. Keep it simple.

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29 Customer Service Training and Coaching Tips

Stella Connect

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 also hope to keep agents engaged so they’ll want to stay put. During the session, it’s fine to remind agents of brand guidelines. Put things in context.