Callminer

OCTOBER 11, 2018

Fortunately, there are valuable tools that can help you gain deeper insights, such as speech analytics , to better leverage your data and boost call center performance. Employee engagement. With smart-routing, companies can also boost employee morale. Call-type tracking is also important.

Call Center 561

Call Center Metrics Contact Center Wait times 561

Fonolo

AUGUST 17, 2021

Use historical data, analytics, and call center metrics to measure your agents’ and overall call center’s performance. Ask agents for feedback, resolve issues, monitor performance, and take active steps to boost morale in the office. Employee engagement is necessary for improved productivity. Use metrics and act on them.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

ClearAction

APRIL 18, 2015

Part 2 of this article revisits a #CXO chat on twitter where ideas were discussed on how HR can expand value to the company’s CX goals by facilitating knowledge management, employee engagement, and cross-functional collaboration. Data insights can help maximize ROI of the work done by HR and employees collectively.

Customer Experience 96

Customer Experience Employee engagement Big data Customer centricity 96

Monet Software

SEPTEMBER 24, 2020

Yep, it’s the linchpin of employee engagement, too! By taking an agent-centric approach to contact center quality management , regular QA feedback can become an opportunity for growth that agents welcome—one that improves employee satisfaction, morale, retention and yes, employee engagement. Here’s how. #1

Morale 48

Morale Quality management contact center workforce Employee engagement 48

Fonolo

JUNE 9, 2020

Most contact center software will include analytics, which you can use to measure the activity of your contact center agents over your chosen period of time (6 months, for example). This is great for team morale and lets them know what they’re doing well so they can continue the trend. Don’t just focus on numbers.

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

Noble Systems

JULY 24, 2020

Analytics solutions and information-based decision making are becoming prevalent. SPEECH ANALYTICS with Data Mining, Analysis & Evaluations. Speech Analytics is one of the collection industry’s fastest growing market segments. GAMIFICATION & COLLECTOR ENGAGEMENT to Create Happier Employees – and Happier Customers.

Call Center 87

Call Center Technology Gamification Morale 87

ClearAction

MAY 31, 2015

The costs: stress, wasted time, re-work, scrap, lower morale, and missed opportunities — for all parties. Customers First, or Employees First ? Employee Engagement in Balanced Scorecards. Silver Bullets. Turning to technology or organization structure to solve all these ills is often a step in the right direction.

Customer Experience 100

Customer Experience Management Employee engagement Customer centricity 100

Branch Mesenger

MAY 2, 2018

In many instances, you can’t talk about how a business succeeds without first laying the foundation for customer service practices designed around a measurement of employee satisfaction and engagement. According to a recent Gallup poll, 13 percent of employees are actively engaged at work. They were absolutely spot on.

Engineering 74

Engineering Morale Employee engagement Big data 74

Balto

JANUARY 14, 2025

In todays customer-first world, monitoring and improving call center performance through analytics is no longer a luxuryits a necessity. Utilizing call center analytics software is crucial for improving operational efficiency and enhancing customer experience. What Are Call Center Analytics?

Call Center 52

Call Center Analytics Average Handle Time Big data 52

Calabrio

MARCH 22, 2025

Leverage machine learning and analytics to predict call volume, anticipate changes, and then optimize schedules to minimize wait times and maximize resource utilization. To foster a healthy, engaged culture, prioritize open communication, provide regular feedback and recognition, and offer opportunities for professional development.

Best practices 52

Best practices Contact Center Management Call Center 52

Aspect

JANUARY 21, 2019

The morale and productivity of supervisors, quality analysts, workforce planners and administrators of all sorts have a direct impact on the morale of agents and their ability to serve customers well. Aspect has been a pioneer in employee engagement, introducing the first icon and widget-based workforce optimization interface in 2014.

contact center workforce 75

contact center workforce Morale Contact center software Contact Center 75

Noble Systems

SEPTEMBER 8, 2020

Other essential software technologies to consider for your cloud-based contact center include WFM for schedule optimization; analytics to uncover trends and assist agents during a transaction; and advanced IVR to create new flows or self-service programs to enrich the customer’s experience.

contact center workforce 76

contact center workforce Best practices Contact Center Gamification 76

TechSee

AUGUST 26, 2024

Employee Engagement: Keeping agents motivated is essential for maintaining high service standards. Recognition programs that highlight outstanding performance, career development opportunities, and fostering a positive work environment can significantly boost morale, as well as technology adoption.

Call Center 124

Call Center Customer Service Average Handle Time Interactive Voice Response 124

Calabrio

NOVEMBER 18, 2024

Analytics Navigating rising retail costs with Workforce Engagement Management: A strategic approach for the festive season Share Retailers across the UK are gearing up for the busiest shopping season of the year while simultaneously contending with rising costs and regulatory changes that will take effect in April 2025.

Management 52

Management Analytics Morale Customer centricity 52

Serenova

JULY 23, 2019

One of the foundational elements of employee engagement is clear expectations. According to Gallup analytics , workers who strongly agree that their supervisor helps them determine performance goals are nearly eight times more likely to be engaged than those whose supervisors don’t help them set performance goals.

Contact Center 56

Contact Center Gamification Morale Employee engagement 56

TechSee

MARCH 7, 2019

With this high turnover presenting a significant challenge to contact centers in terms of cost, productivity and morale, it is not surprising that there’s an ongoing global trend towards fostering agent development and enhancing their day-to-day activities. Today’s limited Virtual Employee Assistants.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

Outsource Consultants

JANUARY 9, 2025

Advanced workforce management tools use historical data and predictive analytics to forecast call volumes and optimize agent schedules. Several key strategies can significantly enhance agent effectiveness and morale. Call recording and analytics tools provide specific, actionable feedback.

Contact Center 67

Contact Center Gamification outsourcing Self service 67

SharpenCX

JUNE 23, 2021

You need powerful analytics to monitor, measure, and manage your agents and your interaction data during the day. You suffer from high costs to hire and train new employees, inconsistent service, staffing shortages, low team and agent morale, the list goes on (and on). Metrics aren’t everything. It can be hard to manage.

Contact Center 101

Contact Center Abandon rate Management Metrics 101

Monet Software

APRIL 24, 2020

Unfortunately, working from home can also have a negative impact on morale and providing an exceptional customer experience. Remote workforce managers don’t have the ability to “feel” when their team is firing on all cylinders, but real-time analytics and live and recorded call monitoring can more than fill the gap. Next Steps.

Contact Center 62

Contact Center Management call center workforce Gamification 62

Monet Software

NOVEMBER 6, 2019

As a manager, you are in the perfect position to implement modern solutions to improve morale in your call center. Workforce engagement management, a relatively new term in the market, combines solutions that help drive employee engagement through listening to the voice of your employee.

Call Center 54

Call Center Schedule adherence Management call center workforce 54

Playvox

MARCH 27, 2023

Additionally, it can create a fun and exciting work environment that helps to reduce stress and boost morale. Prioritizing Engagement And Hiring The Right People Employee empowerment is a crucial strategy for boosting contact center efficiency. This fosters a sense of teamwork and camaraderie among agents.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

JustCall

MARCH 28, 2023

Trusted by 6000+ global companies and packing a host of features including integration, analytics, and automation, you can try it out for free- sign up for a 14-day trial. Maintain Team Morale and Motivation Building trust with reps is a key area of focus for remote sales team leaders.

Sales 52

Sales Management Morale Employee engagement 52

CSM Magazine

OCTOBER 3, 2024

By making employees feel valued and appreciated, businesses can boost morale and motivation, leading to better service and happier customers. Creative Ideas for Customer Service Week Celebrating Customer Service Week should be enjoyable and engaging for everyone involved.

Customer Service 52

Customer Service Customer centricity Morale Employee engagement 52

CSR Inc.

JULY 17, 2016

Gamification I had written about call center ‘employee incentive’ or ‘rewards-driven’ programs (gamification) last year. When properly implemented, these types of programs are an effective tool for call centers seeking to boost productivity, as well as employee engagement, satisfaction and retention.

Call Center 48

Call Center Technology Gamification Coaching 48

VirtualPBX

MARCH 31, 2025

Check in on employee progress through your tools performance dashboards , project tracking, and analytics can quickly let you know if everyone is doing their job without wasting valuable meeting time. Many companies utilize tool features to track employee engagement and sentiment in the background.

Morale 59

Morale Employee engagement Personalization Analytics 59

Enghouse Interactive

OCTOBER 12, 2021

Listen to and act on staff issues, engenders deeper employee engagement – they’ll see that their inputs are fundamental to making a difference. By being part of something bigger, leads to more personal satisfaction, more commitment, and employee retention.

Customer Experience 89

Customer Experience Self service Banking Employee engagement 89

Noble Systems

SEPTEMBER 3, 2019

Speech analytics. Advanced solutions offer post call and real-time speech analytics to provide feedback, assist agents with calls, identify areas for improvement and give kudos to top performers. This enhances motivation, builds morale and a sense of community. Contact center technology can alleviate agent burnout.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53

SharpenCX

OCTOBER 8, 2019

We’ve been conditioned to understand that intelligent analytics give us a clear view of what’s happening with our business. We’re digging into five categories of metrics Gartner identified in their Future of Customer Service Analytics Report as the customer experience KPIs to watch. Employee Engagement.

Coaching 59

Coaching Average Handle Time Customer Experience Customer Service 59

Hodusoft

OCTOBER 19, 2023

Cost Tracking and Analytics Cost tracking and analytics are also among the most critical strategies to reduce costs in your BPO contact center. Make use of predictive analytics to determine future costs based on historical data and trends. This proves that employee engagement is a fundamental factor in business profitability.

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

CSM Magazine

DECEMBER 13, 2023

This signifies the rate employees leave or are replaced within a specific period. This may indicate instability in the workforce, affecting productivity, employee morale, or worse, customer service quality since this directly impacts their overall performance and efficiency. How to mitigate this?

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

CSM Magazine

AUGUST 18, 2021

With employee engagement as a top priority, we shared proven strategies to make life easier for frontline staff, including streamlining processes and technology. Leaders turn ‘rogue’ within a moral, ethical and financially responsible business framework. This hybrid workforce calls for a different approach to problem-solving.

Morale 52

Morale Best practices Employee engagement Technology 52

DMG Consulting

OCTOBER 11, 2019

See Figure 1, and keep in mind that RPA will be an “elephant in the room” and will negatively impact employee engagement unless it is properly addressed by management. Best Practices for Getting Employee Buy-In for RPA. Figure 1: Don’t Let the Elephant Win. Final Thoughts. Learn more at www.dmgconsult.com.

Virtual Agent 48

Virtual Agent Morale Best practices Contact Center 48

delighted

APRIL 26, 2019

Employee engagement (eNPS). Employee engagement, measured through an employee NPS (eNPS) survey, and customer experience are intrinsically linked. Employees who feel engaged and enthusiastic about the company and the job are likely to pass that positive feeling along to the customers when they interact.

Metrics 66

Metrics Customer Experience Surveys Employee engagement 66

Netomi

JANUARY 5, 2022

Our favorite content from Adrian: How to make sure that employee analytics and monitoring doesn’t destroy your employee and customer experience. After taking on various roles at Deloitte, Strategy, and GSK, he has been serving as the VP of Digital & Analytics Transformation at Genpact since May 2018.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Call Experts

APRIL 7, 2022

It can monitor employee interactions, gather analytics based on reporting, and improve your HR department’s service goals. You can measure employee satisfaction, burnout, and productivity with KPIs. Managing change means keeping track of employee morale and constantly upskilling staff to meet the needs of a company.

Answering services 52

Answering services Morale Self service Healthcare 52

Playvox

MARCH 12, 2023

By using AI-enabled text analytics, contact centers can quickly identify and resolve customer issues, leading to increased efficiency and improved customer satisfaction. Showing that you care goes a long way in helping boost team morale and, as a result, performance.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

SharpenCX

OCTOBER 8, 2019

We’ve been conditioned to understand that intelligent analytics give us a clear view of what’s happening with our business. We’re digging into five categories of metrics Gartner identified in their Future of Customer Service Analytics Report as the customer experience KPIs to watch. Employee Engagement.

Coaching 52

Coaching Average Handle Time Customer Experience Customer Service 52