Playvox

FEBRUARY 27, 2024

Likewise for agents, if they don’t feel engaged, appreciated, or see a growth path, they too can take their talent to another organization. In a buyer’s market, what is the future of workforce engagement? How do you keep your best employees engaged, motivated, and empowered? What is Workforce Engagement?

Contact Center 73

Contact Center Coaching Real estate Brand ambassadors 73

Calabrio

MARCH 25, 2025

Growing in tandem along with the latest AI innovations busy transforming the role and capabilities of the modern contact center, todays VoC tools play a key part in shaping the future of customer experience, marketing, and beyond. Translate insights into more effective agent coaching and training.

Journey mapping 52

Journey mapping Contact Center Analytics Surveys 52

Playvox

JANUARY 25, 2024

Operational costs – Agents who aren’t invested or lack training, feedback, or coaching tend to be inefficient, ultimately costing your business financially. Prevent and close employee skill gaps with a seamless integration to coaching. Workforce Management The yin to QM’s yang is Workforce Management (WFM).

Contact Center 77

Contact Center Coaching Quality management Schedule adherence 77

Playvox

JULY 31, 2023

However, some of the quickest ROI can come from the employee self-service (ESS) aspects of a WFM solution. Experienced employees will mentor new hires and raise the collective competence of the staff, creating a positive work atmosphere and making life better for everyone. All that time adds up quickly.

Self service 85

Self service Management Contact Center Coaching 85

BlueOcean

JULY 20, 2023

You want to be able to see your vendor’s offices, meet their entire leadership team, chat with frontline agents and coaches, and get a sense of the team dynamic and overall company culture. Does it align with your own? Could you see yourself working there? Pro Tips: Make sure everyone on your buying team understands why in-person matters.

outsourcing 117

outsourcing Contact Center Personalization contact center solutions 117

Noble Systems

JUNE 2, 2020

Monitor interactions in real time to provide on-the-spot coaching and improve performance. Gain Greater Visibility of Activities – Easily access data to make strategic decisions that impact your contact center operations as well as marketing, sales and service delivery. Each has its advantages.

Call Center 80

Call Center Management Contact Center First call resolution 80

Calabrio

FEBRUARY 25, 2025

Beyond its robust communications and routing platform, Genesys offers its own WEM and WFM solutions. In 2023, Genesys began offering the standalone Genesys Cloud EX solution focused on employee engagement. Strong learning and coaching support: Talkdesk is known for its strong support team.

Management 52

Management contact center workforce Schedule adherence Contact Center 52

Playvox

JANUARY 30, 2024

Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching. According to a recent Gallup survey , only 23% of employees worldwide and 32% in the U.S. fall in the “engaged” category. Yet managers continue to fall short.

Gamification 79

Gamification Contact Center Coaching Quality management 79

Vcaretec

JUNE 6, 2022

Customer Care & Contact Center Influencers Mike Aoki Bio: Contact center expert and trainer for Agents (customer service, dealing with "irates," sales skills) and Managers (coaching, presentation skills). Connect: @mikeaoki Roy Atkinson Bio:Sr. Writer/Analyst by trade. Tweets are my own.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

Playvox

MARCH 19, 2024

AI-powered solutions and tools are shaping the way organizations engage with and manage their workforce. Likewise AI can help cut the time contact center agents spend helping and responding to customer concerns and inquiries, getting to resolution faster. But it goes beyond enabling automation. But there’s more.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Outsource Consultants

JANUARY 9, 2025

Cloud-Based Solutions Offer Flexibility and Scalability The adoption of cloud-based contact center solutions has become a game-changer for many businesses. A key benefit of a cloud-based contact center is the ability to scale operations quickly and seamlessly without needing additional hardware.

Contact Center 67

Contact Center Gamification outsourcing Self service 67

Serenova

NOVEMBER 19, 2019

We’ve seen a consistently growing need for a combined CCaaS and workforce optimization solution set. The addition of ProScheduler to Serenova’s robust portfolio of contact center solutions represents the right combination of product, technology and talent to fit our vision while meeting market need—a win for all.

Cloud contact 69

Cloud contact Contact Center Quality management contact center solutions 69

Playvox

MAY 11, 2023

To truly create an environment of trust, a contact center leader needs to know how to delegate responsibilities, be able to track agents’ progress with key performance indicators, and be available to guide agents when needed. To make remote work a success, your team needs autonomy, regular check-ins, coaching, and a sense of purpose.

Management 89

Management Contact Center Coaching Employee engagement 89

SharpenCX

MAY 16, 2022

And Officervibe’s 2021 State of Employee Engagement report found that 72% of employees think their manager could define clearer goals. Whether an agent is a naturally gifted speaker or someone who needs more coaching and guidance, everyone needs a solid script. Best Outbound Contact Center Solutions.

Contact Center 67

Contact Center Scripts Call Center call center software 67

Playvox

APRIL 4, 2023

Gallup reports that low-effort managers engaging in “quiet firing” is a big issue. Quiet firing happens when managers don’t take an active role in employee engagement, support, and development, effectively pushing employees out the door. How feedback is framed has a tremendous effect on employee engagement.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Serenova

JULY 7, 2020

Advanced contact center solutions can use the metrics and KPIs to dynamically prescribe tailored training courses and coaching sessions. Rather than see training as a hassle and waste of time, agents are motivated to engage with highly relevant content. The most successful contact centers take it further.

Call Center 52

Call Center Scripts contact center solutions Coaching 52

Playvox

MARCH 5, 2024

That’s especially true when it comes to workforce schedule optimization, where AI has helped companies optimize forecasting, considering several factors such as employee availability, customer traffic, and agent skill sets and preferences – all at once to identify the optimal staffing needs.

Quality management 78

Quality management Management Contact Center Coaching 78

Playvox

FEBRUARY 2, 2022

In short, you need a solid employee engagement program. You do this by implementing a full quality management program that ties together QA, coaching, and motivation. After identifying performance gaps with QA tools, you’re able to deliver coaching to agents based upon evaluation results. ENJOYING THIS ARTICLE?

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

NobelBiz

APRIL 18, 2023

For instance, McKinsey.com found that using advanced real-time analytics: reduced average handle time by up to 40%, increased self-service containment rates by 5 to 20%, cut employee costs by up to $5 million, boost the conversion rate on service-to-sales calls by nearly 50%, all while improving customer satisfaction and employee engagement.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Enghouse Interactive

OCTOBER 12, 2021

Provide agent support when issues arise, focus on solutions and not blame, and agents will go the extra mile – more often than you would expect. Listen to and act on staff issues, engenders deeper employee engagement – they’ll see that their inputs are fundamental to making a difference.

Customer Experience 89

Customer Experience Self service Banking Employee engagement 89

Playvox

APRIL 27, 2023

Related Article: How Contact Center Agent Burnout Decreases Productivity (And What You Can Do About It) Trend 3: Prioritization Of Employee Experience And Employee Engagement Your help desk is the relationship hub for your brand. Simply put, it’s where CX rises and falls.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

Balto

JUNE 3, 2022

But as nearly a third of contact centers redesign their processes to accommodate virtual work, it’s clear that remote and hybrid agents are here to stay. Are Remote Agents Really Less Engaged? Nearly a quarter of contact centers believe that remote work has had a negative impact on employee engagement.

Gamification 52

Gamification Scripts Contact Center Surveys 52

NobelBiz

MAY 16, 2023

Software Integrations With an on-premise contact center, you have the freedom to customize your software, but development takes time and resources. With a cloud-based contact center, solutions like NobelBiz OMNI+ come with ready-to-use integrations for popular CRMs, payment processors, and databases. Let’s see why.

Contact Center 52

Contact Center Customer Service Interactive Voice Response contact center solutions 52

Noble Systems

SEPTEMBER 3, 2019

In addition to displays that everyone can see, contact center solutions can provide personalized dashboards on each agent’s desktop. Of course, automated feedback is not meant to be a substitute for one-on-one feedback and coaching, but it does help to provide frequent feedback to complement these sessions.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53

ROI CX Solutions

DECEMBER 6, 2024

Key takeaways Enhancing efficiency: AI tools allow contact centers to automate repetitive tasks, enabling major time and cost savings and allowing agents to focus more on high-value tasks. This allows agents to get quick answers to important questions, enhancing the support they can provide to customers.

Contact Center 52

Contact Center call center solutions Call Center Chatbots 52

NobelBiz

MAY 16, 2023

Software Integrations With an on-premise contact center, you have the freedom to customize your software, but development takes time and resources. With a cloud-based contact center, solutions like NobelBiz OMNI+ come with ready-to-use integrations for popular CRMs, payment processors, and databases. Let’s see why.

Contact Center 40

Contact Center Customer Service Interactive Voice Response contact center solutions 40

Playvox

MARCH 12, 2023

Use your leadership foundation to engage with agents about their metrics, where they’re excelling, and how they can improve. Get in the habit of using quality management software with coaching to provide meaningful feedback and guidance to your agents. Related Article: 7 Simple Tips To Give Quality Feedback In Your Call Center 5.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

JustCall

AUGUST 10, 2022

Live call coaching, recording, transcripts, and swift closure of deals with call intelligence. Features like call queuing, call recording, number porting, and speech-to-text make it a great solution for support and sales agents. Selecting the right phone services solution can elevate or ruin your VoIP game. Image Source.

Interactive Voice Response 52

Interactive Voice Response voip CRM call center software 52

TLC Associates

OCTOBER 30, 2019

You’ve likely thought that very question (or a variation of it) while talking to vendors about outsourced contact center solutions. Yet there’s another equally important follow-up question you need to ask: “how much do in-house contact center operations cost me?”. Contact Center Training Costs.

Contact Center 40

Contact Center Real estate outsourcing Interactive Voice Response 40

JustCall

APRIL 5, 2023

Five9 has additional features like customizable templates, data visualization, and employee coaching tools. Vonage Overview Vonage offers a unified communications solution, which is ideal for businesses looking to scale. Additionally, the biggest advantage of this platform is that it can be implemented quickly.

voip 52

voip Interactive Voice Response APIs Contact Center 52

Playvox

JULY 14, 2023

To ensure your contact center agents spend a vast majority of their time with customers resolving issues and as little time as possible on administrative tasks and after-call work, agents need the right kind of tools, processes, coaching, motivation, and goals in place. How are managers delivering coaching?

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Serenova

MAY 29, 2020

Monitor agent calls for coaching opportunities. Monitor interactions to identify exactly where agents are delivering great service while uncovering opportunities for training and coaching. Quality Management for call center recording software and screen recording to effectively monitor, evaluate and coach agents.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

Serenova

MAY 29, 2020

Leverage solutions to easily map and modify new flows as needed. Monitor agent calls for coaching opportunities. Monitor interactions to identify exactly where agents are delivering great service while uncovering opportunities for training and coaching. Encourage their feedback, which keeps them engaged.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Interaction Metrics

MARCH 20, 2025

Its AI-driven insights and broad feature setincluding dedicated suites for customer experience, employee engagement, and advanced market researchgive large organizations the real-time data to make big decisions fast. Contact the Emplifi team for a quote tailored to your social, commerce, and care needs.

Enterprise 62

Enterprise Surveys Analytics Feedback 62