CSM Magazine

NOVEMBER 25, 2020

Start by giving them the tools to do their job to the best of their ability, and make time for line managers to build rapport with their staff, so that they can support and nurture them. According to Gallup there are several factors in driving positive employee engagement. Andrew Tucker, Success Manager at Cirrus explains.

Abandon rate 59

Abandon rate Employee engagement Cloud contact Wait times 59

JustCall

JANUARY 19, 2023

With the help of contact center optimization, the business manages its regular call center operations and improves employee engagement. It also manages the hiring and training of employees, call center workforce scheduling and better customer interaction. The lesser the waiting time, the more customers prefer to engage with.

Best practices 52

Best practices Call Center call center workforce Abandon rate 52

OctopusTech

MARCH 1, 2023

Engage agents The saying “happy agents make happy customers” may be overused, but that doesn’t mean it’s not 100% true. Engaged employees feel an emotional commitment toward their employers and are more vested in helping their employers succeed.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Hodusoft

OCTOBER 19, 2023

This will help in efficient allocation and utilization of resources including the agents, preventing understaffing during peak call times and overstaffing during quieter periods. Real-Time Monitoring : With the help of real-time monitoring tools, customer wait times can be minimized greatly.

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

JustCall

OCTOBER 4, 2022

Agents can embrace various call routing methodologies such as taking turns to answer inbound calls, routing calls to the most qualified agent based on the caller query, sending calls to agents who have been idle for a long time, and so on. Second, it reduces the call wait time and length for your customer.

voip 52

voip Interactive Voice Response CRM Abandon rate 52

Fonolo

AUGUST 12, 2021

Not only does it lead to higher profits and lowered costs, it also results in better employee engagement and improved customer experiences. Here are a few: Call abandonment rate. Call abandonment occurs when a customer hangs up before an agent answers the phone. Average Handle Time (AHT).

Call Center 148

Call Center Abandon rate Average Handle Time Construction 148

Fonolo

NOVEMBER 17, 2020

Nobody escaped the long lines and endless waiting times. Tip: If your contact center cares about the customer experience, wants to reduce abandon rates, and decrease telco costs, then a cloud call-back solution is a must-have solution for 2017. Keeping employees motivated is a challenge in every industry.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Playvox

JULY 14, 2023

In times where doing more with less is critical, the first place a business should look to save costs is with their people and their processes. A more productive contact center will have shorter wait times and higher First Contact Resolution rates, usually leading to increased customer satisfaction.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74