Calabrio

MARCH 25, 2025

Driving Business Growth and Success: Exceptional customer experiences translate to increased customer retention, positive word-of-mouth referrals, and ultimately, significant business growth. This autonomy allows agents to better accommodate personal needs, resulting in higher morale and reduced absenteeism.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

Global Response

AUGUST 7, 2023

The Impact of Culture on Call Center Performance Call center culture doesn’t just impact your employees—it also impacts your customers and their experience with your customer service and your brand. Consider that happier employees with stronger morale will provide better customer service and tend to be friendlier on calls.

Call Center 62

Call Center Morale Employee engagement Customer centricity 62

Playvox

MAY 25, 2023

The once “in-person” centers dealing with inbound calls have been replaced by global, distributed customer experience teams. In addition, new online channels have emerged to help companies serve customers in an increasingly digital landscape. This all harms customer retention, resolution times, and customer satisfaction ratings.

Contact Center 55

Contact Center Workload forecasts Agent burnout Customer retention 55

Balto

NOVEMBER 2, 2023

These inefficiencies can be a result of low agent morale, high turnover rates, agent burnout, and a lack of self-service channels. For example, using AI to automate mundane tasks can significantly free up your agents’ time, which can help your agents stay motivated and reduce agent burnout.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

Balto

JANUARY 18, 2025

Its about creating a customer journey that feels personal, professional, and effortless. A well-run call center increases customer retention, drives upsells, and turns unhappy callers into raving fans. Managing shifts to prevent agent burnout. What are the best practices for managing remote call center agents?

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 17, 2025

Its about creating a customer journey that feels personal, professional, and effortless. A well-run call center increases customer retention, drives upsells, and turns unhappy callers into raving fans. Managing shifts to prevent agent burnout. What are the best practices for managing remote call center agents?

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 14, 2025

Demographic Clustering : Groups customers by age, location, or income. Example Use Case : A telecom provider segmented customers into price-sensitive and value-driven groups, allowing targeted offers. This personalization increased customer retention by 18%. Start by defining clear objectives and identifying key metrics.

Call Center 52

Call Center Analytics Average Handle Time Big data 52