SharpenCX

JUNE 24, 2020

As a manager, you own 70% of your employees’ engagement at work. . Your agents show up each day, plop down in their seats in the office or at home, and immediately start helping customers. And it’s up to you, manager, to keep them engaged in their role. Its origin isn’t your agent’s attitude about their own performance.

Management 128

Management Customer Service Agent Empowerment Contact Center 128

TechSee

MARCH 7, 2019

The contact center industry continues to face extremely high agent turnover, with some outbound and telemarketing centers experiencing attrition rates as high as 27% annually. Contact centers are ready for change. Today’s limited Virtual Employee Assistants. Current approaches to agent empowerment.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

JustCall

MARCH 9, 2023

This is how important customer experience is, especially in the context of contact centers. While your call agents strive for favorable first-call resolution metrics, your business should focus on providing them with the right customer contact center software that lets them do their job well.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

Calabrio

OCTOBER 15, 2019

We’re all about our customers, and we judge ourselves by our ability to add tangible business value to their contact centers around the world, from easily managing soaring inbound volumes across multiple communication channels to leveraging new levels of customer experience intelligence to drive deeper engagement with customers.

Agent Empowerment 16

Agent Empowerment Technical Support Gamification Analytics 16

Contact Center Pipeline

APRIL 1, 2015

Leading-edge service providers understand the need to keep getting better—and they know firsthand the power that a continuous improvement culture has on customer satisfaction, quality, employee engagement and business performance. Empowering agents […].

Employee engagement 100

Employee engagement Agent Empowerment Contact Center Call Center 100

NobelBiz

FEBRUARY 9, 2023

Contact Center Trends for 2021 For many businesses out there, 2020 will remain a defining year of radical transformation. Contact Centers had to adopt the right tools and even shift their models completely in order to achieve business continuity and customer demands. What will 2021 look like for Contact Centers?

Call Center 52

Call Center Gamification Agent Empowerment Contact Center 52

Contact Center Pipeline

FEBRUARY 26, 2015

I work with many companies looking to decrease attrition, and the same set of three problems shows up again and again in the initial employee engagement surveys. Lack of empowerment Lack of information Lack of the basic knowledge needed […].

Management 100

Management Employee engagement Surveys Agent Empowerment 100

Contact Center Pipeline

APRIL 27, 2016

Employee advocacy can be very impactful if there is a really clear and articulated business case for the program, and if every element of the program is anchored in the business case, says Christopher Hannegan, Edelman’s executive vice president, U.S. Practice Chair, Employee Engagement.

Employee engagement 100

Employee engagement Agent Empowerment Contact Center Call Center 100

Contact Center Pipeline

MAY 5, 2016

If you are considering rolling out an employee advocacy program, there are a few critical core elements that need to be in place to be successful. Practice Chair, Employee Engagement, it boils down to four areas: The content and information that you want employees to share. […].

Employee engagement 100

Employee engagement Agent Empowerment Contact Center Call Center 100

DMG Consulting

APRIL 8, 2024

Workforce management (WFM) solutions remain essential contact center productivity tools, but today they are as important for improving the customer experience (CX), and the newest generation of applications also help to boost employee engagement. These solutions were identified by 37.5 percent and 50.0 percent and 50.0

Self service 48

Self service Agent Empowerment Contact Center Gamification 48

Calabrio

FEBRUARY 25, 2025

Workforce Management Top 5 NICE Workforce Management Competitors and Alternatives Share Todays contact centers cant afford to settle for good enough when it comes to their workforce management (WFM) software. And theres no doubt that the platform offers a wide array of solutions for contact center teams.

Management 52

Management contact center workforce Schedule adherence Contact Center 52

SharpenCX

OCTOBER 8, 2019

At this point in your contact center’s history, some 51% of contact centers have even realized data needs to be actionable for the specific agents and leaders who need it. It lives in how you use your insights to fuel positive changes that improve your customer and agent experience. Employee Engagement.

Coaching 59

Coaching Average Handle Time Customer Experience Metrics 59

SharpenCX

OCTOBER 8, 2019

At this point in your contact center’s history, some 51% of contact centers have even realized data needs to be actionable for the specific agents and leaders who need it. It lives in how you use your insights to fuel positive changes that improve your customer and agent experience. Employee Engagement.

Coaching 52

Coaching Average Handle Time Customer Experience Metrics 52

teleopti

OCTOBER 3, 2019

Here, he explores how self-scheduling technology is raising the bar for employee autonomy, ushering in a new era of contact center freedom. 3 ways to maximize the power of self-scheduling technology for frontline employees. Embrace the new rules of employee engagement.

Self service 59

Self service Contact Center Gamification Service level 59

DMG Consulting

SEPTEMBER 7, 2023

These applications have always been one of the leading productivity tools in contact centers. However, in the past few years, they have begun a remarkable transformation into mission-critical components for delivering a great customer and employee experience, making them even more compelling.

Management 48

Management Real estate Agent Empowerment Enterprise 48

teleopti

SEPTEMBER 18, 2019

The first is to recognize the strategic link between employee engagement and productivity, the second is to turn the customer service department or contact center from a reactive cost-cutting organization to a proactive profit-making powerhouse and finally harness the power of data.

Management 57

Management Customer advocacy Employee engagement Contact Center 57

teleopti

DECEMBER 2, 2019

Theirs is an incredible story that has seen their use and knowledge of WFM grow to add agility and visibility to operations and make their vision for customer experience (CX) and employee engagement a reality. . 5 ways to become a WFM guru.

Coaching 68

Coaching Employee engagement Consulting Consulting 68