NobelBiz

MARCH 23, 2022

Running a successful contact center means you’re responsible for keeping customers happy and your agents performing effectively so that your company may thrive. And generating an ROI on your contact center to increase your company’s bottom line is part of that growth strategy. Actually, no, it’s not that simple!

Return on Investment 52

Return on Investment Contact Center ROI Measurement 52

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

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. What Are Call Center Efficiency Metrics? Call center managers need metrics to successfully measure agent performance and improvements to call center operations.

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

Natalie Petouhof

MAY 11, 2016

enterprise social networks, collaboration, digital assistants). • Future of Work: Human Capital Management – Enabling your organization to utilize your workforce as an asset. talent management, benefits, HR core). • Matrix Commerce – Commerce responds to changing realities from the supply chain to the storefront.

Case Study 40

Case Study Study Innovation Leadership 40

Stella Connect

JANUARY 4, 2022

Customer service coaching refers to the practice of ongoing communication between the agent and their manager to hone in on how to improve on specific skills, achieve specific goals, and develop their craft so they can handle even the most difficult customer interactions. Greg Levin, OFF CENTER, LLC ( www.offcenterinsight.com ). .

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

Natalie Petouhof

FEBRUARY 21, 2016

Future of Work : Human Capital Management – Enabling your organization to utilize your workforce as an asset. examples: talent management). Future of Work – Human Capital Management. Future of Work : Social Business – The technologies enabling teams to work together efficiently. Matrix Commerce.

Omni-Channel 40

Omni-Channel Customer Experience Customer Service Innovation 40

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Stella Connect

APRIL 17, 2018

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. These best practices will not only produce better results on the contact center floor, but they’ll help you bring far more value to your organization.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

Stella Connect

APRIL 17, 2018

If you’re in a contact center performance management role, you’ve probably invested a lot of time and energy in your customer service training and customer service coaching programs. Greg Levin, OFF CENTER, LLC ( www.offcenterinsight.com ). Do agents have access to the same performance data as their managers?

Customer Service Training 40

Customer Service Training Training Tips Customer Service 40