The Northridge Group

AUGUST 14, 2023

Additionally, contact centers must invest in streamlined and high-quality employee onboarding, continuous skill development, and coaching. Download Part II of Northridge's State of Customer Experience 2023 Research Report for more CX insights!

Contact Center 120

Contact Center Coaching Morale contact center associations 120

The Northridge Group

JULY 20, 2023

Download Part II of Northridge's State of Customer Experience 2023 Research Report for more CX insights! These fees and factors impact the overall employee experience, which in turn, can negatively influence productivity and the customer experience as low morale chips away at job performance and adds friction to the customer journey.

Contact Center 128

Contact Center Abandon rate contact center associations Average Handle Time 128

Balto

DECEMBER 16, 2022

2022 was another year packed with shifting trends for the contact center, and 2023 shows no signs of changing course. With renewed focus on agent experience, ever-advancing AI capabilities, and the embrace of omnichannel solutions, contact center leaders face an exciting opportunity to best serve their customers in 2023. Email support.

Contact Center 52

Contact Center Agent Empowerment Self service Scripts 52

JustCall

MARCH 9, 2023

Constructive Feedback is Key Ideal for: Sales managers looking to boost their employee’s morale with real-time, constructive feedback The sales landscape can be challenging. This keeps their morale high and encourages them to repeat the behavior, leading to long-term success.

Gamification 52

Gamification Sales Morale CRM 52

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 keep turnover under control, you have to make sure your managers are trained to keep engagement up and morale high.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Playvox

MARCH 12, 2024

In contrast, low agent motivation is linked to high attrition rates in contact centers, resulting in increased recruitment and training costs, along with a negative impact on overall team morale. trillion in lost productivity, according to Gallup’s State of the Global Workplace: 2023 Report.

Morale 78

Morale Gamification Contact Center Quality management 78

SharpenCX

AUGUST 18, 2020

When you do, productivity, morale and customer satisfaction suffer. In-line coaching and training. Does your omnichannel software put coaching and training into your daily workflow? Your agents crave feedback and relevant coaching in-the-moment. Don’t invest in systems that cause more pain for your agents. Until it was.

Contact center software 67

Contact center software Contact Center Coaching Call flow 67