JustCall

JUNE 11, 2024

Meta is finally drawing the curtain on Workplace, the Facebook-based office communication platform, effective September 1, 2025. JustCall Workspace is more than your average employee engagement platform. For those wondering what to use next, say hello to JustCall Workspace, a team collaboration hub.

SaaS 59

SaaS Coaching Employee engagement Personalization 59

Outsource Consultants

JANUARY 9, 2025

Personalized Coaching and Real-Time Feedback One-size-fits-all approaches to agent development no longer suffice. Implement a system for personalized coaching based on individual agent performance metrics. Gartner predicts that by 2025, 85% of customer service interactions will start with self-service.

Contact Center 67

Contact Center Gamification outsourcing Self service 67

SharpenCX

NOVEMBER 12, 2019

We’re diving in on this one in more detail later, but for now, think about measuring AX in terms of employee engagement and empowerment. Add qualitative measurements, like employee surveys, to your mix of measurements. Employee Engagement. They’re incredibly important, but complicated. Agent Retention Rate.

Metrics 64

Metrics Best practices Call Center Surveys 64

3CLogic

APRIL 29, 2024

Many contact center vendors want you to leverage their platform for employee engagements (such as voice, chat, email, SMS, etc.), Gartner predicts that 80% of customer service and support organizations will leverage Generative AI (GenAI) by 2025, replacing 20-30% of live agents.

Interactive Voice Response 52

Interactive Voice Response Contact Center Self service Enterprise 52

CX Journey

MARCH 19, 2025

Corporate culture has the power to drive innovation, employee engagement, and business success – but improving it is often one of the toughest challenges organizations face. Despite leaders acknowledging the importance of a strong culture, many efforts to change it fall flat. Image courtesy of Pixabay.

Accountability 41

Accountability Metrics Customer centricity Coaching 41

Balto

JANUARY 14, 2025

Agent Coaching and Performance : Real-time tools identify coaching moments, enhancing performance during live calls. Monitoring and analyzing agents performance through various metrics and reports provides insights on areas where agents excel or need improvement, enabling targeted coaching and development programs. Absolutely.

Call Center 52

Call Center Analytics Average Handle Time Big data 52

JustCall

NOVEMBER 16, 2022

It is expected that by 2025, eLearning will reach $ 325 billion. Not all employees are under one roof; thus, eLearning For Call Center Agents promotes educating employees who are working from home and inculcates learning by doing. Let us consider some facts here: The eLearning market isn’t new but is now over 21 years old.

Call Center 52

Call Center Consulting Consulting Education 52

Interaction Metrics

MARCH 20, 2025

In this guide, well walk you through our favorite customer experience platforms that deliver on these promises in 2025 so you can boost loyalty, and build trust. Without further ado, here are our top picks for Customer Experience Management Software in 2025. What Is CX Software?

Enterprise 62

Enterprise Surveys Analytics Feedback 62

Calabrio

MAY 8, 2025

And while much attention is rightfully paid on contact center management strategies and questions of how to maximize employee engagement and agent performance , decisions around call center infrastructure remain key to keeping up with fast-evolving innovations and customer demands. Read the full State of the Contact Center 2025 report.

Contact Center 52

Contact Center contact center solutions Cloud contact call center solutions 52