Playvox

FEBRUARY 13, 2024

A 2022 ICMI study showed that the top two KPIs most customer support centers measure are customer satisfaction and agent productivity, respectively. In a 2022 Salesforce study , 78% of service agents said it was difficult to balance speed and quality. Gamification breaks up the daily routine while promoting team collaboration.

Contact Center 88

Contact Center Gamification Coaching Feedback 88

Playvox

FEBRUARY 20, 2024

It also provides employees with more flexibility and a better work-life balance, as they can create their own schedules and avoid long commutes. Forty-three percent of companies in a January 2022 PwC executive survey said they would keep offering hybrid work options for employees and 30% said they’d make remote work a permanent option.

Management 88

Management Gamification Calibration Quality management 88

JustCall

AUGUST 10, 2022

Top 8 Avoxi Alternatives & Competitors in 2022. The post Top 8 Avoxi Alternatives & Competitors in 2022 appeared first on. Looking for a robust Avoxi alternative ? You’ve come to the right place. Before we jump into the tools, a brief background on Avoxi. Genesys CloudX Pricing Plans. Genesys Cloud CX 1: $75.00

Interactive Voice Response 52

Interactive Voice Response voip CRM call center software 52

COPC

JANUARY 15, 2024

Ineffective Training    Training should be impactful and engaging, ensuring no trainees are overlooked. COPC’s Employee Engagement Research Series reveals a declining trend in frontline staff’s perceptions of training effectiveness. Set clear and achievable goals. Learn more about how COPC Inc.

Best practices 79

Best practices Employee engagement Coaching Feedback 79

Fonolo

APRIL 5, 2022

In 2022, agent attrition is worse than ever. And, agent engagement continues to be the catalyst for customer loyalty and revenue. The easiest way to boost employee engagement and retention is to invest in the right call center leader. Agent Engagement Will Be Critical for Contact Centers in 2022.

Call Center 99

Call Center Contact Center Gamification Construction 99

Playvox

MARCH 12, 2024

Agent motivation in a call center is crucial for driving employee engagement, enhancing customer satisfaction, and increasing overall performance. When exploring how to motivate agents, it’s important to note that intrinsic motivators have a more significant impact on employee engagement and performance than extrinsic motivators.

Morale 78

Morale Gamification Contact Center Quality management 78

Fonolo

DECEMBER 13, 2022

Specific: “Agent X aims to improve their first-call resolution rate from 37% to 55%, from October 2022 to March 2023.” Time-based: October 2022 to February 2023 is a clear timeline. . Offering agent engagement surveys and incentives for completing them. . Step #4: Invest in Employee Engagement .

Call Center 135

Call Center Average Handle Time Interactive Voice Response Abandon rate 135

Playvox

APRIL 27, 2023

Tackle Agent Attrition, Address Burnout With WEM In 2022, the average a gent turnover rate climbed as high as 30% for large customer service organizations. The agent’s role in contact center success is critical — and the trend to prioritize employee experience and employee engagement is too.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

Playvox

NOVEMBER 15, 2022

Globally, a 2022 Gallup report shows that only 21% of employees are engaged in their work, with about 35% of the U.S. workforce feeling engaged and just 9% of the UK employees engaged at work. Employee burnout and dissatisfaction come at a high cost. Investing in technology that supports engagement.

Management 86

Management Schedule adherence Coaching Contact Center 86

Fonolo

JANUARY 29, 2019

billion in 2017 to USD 93 billion by 2022! Gamification is the future of employee engagement and attrition for the call center. This keeps your employees happy and your call center on point! There are currently 15 million people employed as call center employees. By 2022, that’s expected to reach $407.1

Call Center 85

Call Center Airlines Contact Center Self service 85

Playvox

JULY 28, 2022

But that’s not what’s happening enough — about a third of Gen Z respondents in a 2022 Deloitte survey said decisions in their organization are made at the top and employee feedback is disregarded. Try matching a new Baby Boomer agent with a younger colleague with more contact center experience to help them both grow and feel engaged.

Contact Center 66

Contact Center Gamification Surveys Feedback 66

NobelBiz

APRIL 18, 2023

For instance, McKinsey.com found that using advanced real-time analytics: reduced average handle time by up to 40%, increased self-service containment rates by 5 to 20%, cut employee costs by up to $5 million, boost the conversion rate on service-to-sales calls by nearly 50%, all while improving customer satisfaction and employee engagement.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Playvox

AUGUST 15, 2022

According to the Playvox research , despite the reported successes contact centers are experiencing with remote work, nearly half (45%) of managers surveyed say they’ll bring their agents back to the office in 2022. That’s because 45% of employees are likely to stay longer at a workplace where they feel engaged and appreciated.

Contact Center 77

Contact Center Gamification Surveys Management 77