SharpenCX

DECEMBER 4, 2019

Two weeks ago, I sat at my desk with my headphones on digging into the 2020 contact center trends headed your way next year. And, Glassdoor is predicting 2020 will kick off a culture-first decade. One where your employee morale lives at the heart of your business. So, what’s the trend that has me (and soon, you) hyped?

Contact Center 67

Contact Center Customer Experience Wait times Contact center software 67

Noble Systems

SEPTEMBER 8, 2020

Your employees are used to in-person contact with managers and other team members. Encouraging and even rewarding remote collaboration can go a long way to address feelings of isolation and keep all employees engaged. The strategies that drive the contact center industry in 2020 and beyond are different from the past.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

Fonolo

JUNE 15, 2021

Those leaders focusing only on the task-based output of workers while ignoring agent engagement and general well-being will likely lose top employees to competitors, and have to foot big bills related to recruitment, training , and turnover. How to Foster Agent Engagement in a Hybrid Contact Center.

Call Center 115

Call Center Contact Center Metrics Morale 115

Playvox

APRIL 4, 2023

According to the 2023 Customer Rage Study by CCMC and Arizona State University , 74% of respondents reported experiencing a problem with a company’s product or service, up from 66% in 2020 and 56% in 2017. To get a resolution for their problems, 79% of customers complained to the company at fault, an increase from 72% in 2020.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

24-7 InTouch

APRIL 15, 2021

Challenges faced in 2020 by organizations across the globe reinforced the importance of strong core capabilities and investment in people and technology. Employee Engagement. In a recent blog post , we highlighted key engagement drivers for at-home employee models, including flexible scheduling and virtual communities.

Contact Center 52

Contact Center Morale Employee engagement Customer Care 52

Transparent BPO

NOVEMBER 12, 2019

When turnover runs rampant in the contact center, institutional knowledge is lost, productivity drops, the quality of service decreases, and employee engagement and morale go down. Several states are shooting for $12 per hour in 2020. But agent attrition has always been a burden on a company’s bottom line.

Contact Center 73

Contact Center Abandon rate outsourcing Morale 73

Monet Software

DECEMBER 4, 2019

Aggressive efforts to eradicate shrinkage in call centers can negatively affect team cohesion, agent training, morale and retention. Suddenly chiding agents about breaks or targeting aggressive reductions in post-call time devoted to paperwork can weigh on employee engagement, retention and performance. .

Schedule adherence 15

Schedule adherence Management Contact Center Call Center 15

BlueOcean

OCTOBER 4, 2021

The pandemic only accelerated the growth of the subscription economy, which has seen an incredible 437% growth since 2012—and a 66% increase from 2019 to 2020. So much of employee engagement depends upon the employee’s understanding of how critical their individual role is to the success of the team.

Customer Experience 77

Customer Experience Coaching B2C Customer Care 77

SharpenCX

JUNE 9, 2021

According to Upwork’s 2020 Future Workforce Pulse Report , approximately 1 in 4 Americans will continue to work remotely through 2021. But many will continue to offer a hybrid model to employees, with flexibility to allow remote work as desired. The expansion of remote work has altered how companies manage employees.

Management 67

Management Contact Center Employee engagement Engineering 67

SharpenCX

JULY 9, 2020

When 45% of your agents take a spin through the revolving door to leave your company each year, it isn’t good for morale. Use employee engagement surveys, 1:1 conversations and other agent-focused metrics to get insight into the core components of your agent experience. And it isn’t good for your customers. Get the tip sheet.

Coaching 67

Coaching Metrics Contact Center Morale 67

CSM Magazine

FEBRUARY 7, 2023

And with this generational shift comes expectation differences too: the research suggests these jobseekers are looking for a company with morals, with causes it champions, with an environmental policy, and with a degree of flexibility in the way it operates.

Healthcare 64

Healthcare Morale Employee engagement Management 64

BlueOcean

OCTOBER 4, 2021

The pandemic only accelerated the growth of the subscription economy, which has seen an incredible 437% growth since 2012—and a 66% increase from 2019 to 2020. So much of employee engagement depends upon the employee’s understanding of how critical their individual role is to the success of the team.

Customer Experience 62

Customer Experience Coaching B2C Customer Care 62

Netomi

JANUARY 5, 2022

COVID-19 and the Rise Of Intermediate-Term Business and Marketing Planning in 2020. His newest book, Inside Your Customer’s Imagination, will be released in September 2020. . His newest book, Inside Your Customer’s Imagination, will be released in September 2020. . Use Emotion To Connect With Customers and Employees.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Integrity Solutions

MAY 26, 2022

employees said their workplaces had a strong ethical culture in 2020, compared with 1 in 10 who felt that way in 2000. employees experienced 2x more pressure in 2020. Of course, 2020 was a significant and uniquely challenging year for many reasons. Compared with 2017, U.S.

Sales 52

Sales Morale Coaching Surveys 52

Fonolo

SEPTEMBER 27, 2016

Handpicked related content: Top Contact Center Trends in 2020. They drive morale, they make agents better by coaching and as we all know, they are the most important factor in whether an agent stays or leaves. Back in 2016, we asked some of them this question: “ How do you meet (or exceed) the KPIs set for your contact center?”

call center professionals 98

call center professionals Call Center Average Handle Time Contact Center 98

Solvvy

NOVEMBER 18, 2019

The outcome is increased employee engagement, team morale, and retention rates. If your customer support team can empower your agents to deliver fantastic customer experiences and empower your customer at the same time, your team will prancing and dancing into 2020. . How to Make Your CX a Jolly Good Time For All.

Customer Support 9

Customer Support Self service Morale Employee engagement 9

Enghouse Interactive

MAY 14, 2020

Organizations are realizing that their contact centers are the single most important point of contact they now have with their customers…which is shining a very strong spotlight on how those employees engage with their customers. As noted in a recent Accenture study (Jan 2020), during times of crisis, contact centers are crucial.

Customer Service 70

Customer Service Contact Center Employee engagement Management 70

Uniphore

SEPTEMBER 30, 2021

Ideas for public recognition can include: Stopping in the middle of a meeting to recognize employees who have gone above and beyond or passed personal milestones like one, two or five years of service to the organization. Calling out team wins to keep morale levels high.

Morale 40

Morale Call Center Best practices Feedback 40

Integrity Solutions

DECEMBER 12, 2022

If we learned anything in 2020 it was that customer relationships- and the role that salespeople play in cultivating them- has never been more important. In fact, it may be even more critical during volatile economic times when stress and distractions are high and morale and employee engagement may take a hit.

B2B 52

B2B Sales Accountability Inbound sales 52

ClearAction

JANUARY 12, 2022

Gaps between what’s promised and what’s delivered are the main reason why we invest in customer engagement programs — remedial investments. Cost savings, productivity improvements, and higher morale were enjoyed throughout Applied Materials and across the customer base. These gaps erode trust.

Government 62

Government Enterprise Customer centricity Banking 62

Monet Software

OCTOBER 28, 2020

A long-term, customized employee engagement strategy should be the ultimate goal for any call center. But maybe you just need to boost motivation, morale and workforce engagement as this crazy year (finally!) When it comes to employee engagement strategies, these tips are only the beginning. 2 Get healthy.

Employee engagement 90

Employee engagement Call Center Morale call center workforce 90

Interaction Metrics

MARCH 20, 2025

Its AI-driven insights and broad feature setincluding dedicated suites for customer experience, employee engagement, and advanced market researchgive large organizations the real-time data to make big decisions fast. Basic reporting is so 2020. angry social media comments). Demand more than pretty dashboards.

Enterprise 62

Enterprise Surveys Analytics Feedback 62

aircall

AUGUST 4, 2021

Employees might not have the right tools they need to do their jobs effectively, they might be experiencing burnout, or there could be something going on in their personal lives that’s impacting their work lives. The moral of the story is to check in before you make an assumption about productivity and competency.

Employee engagement 108

Employee engagement Morale call center software Consulting 108