Russel Lolacher

APRIL 5, 2021

Ten years of leading a provincial government team in web services and social customer care has been a challenging and rewarding experience. What I’ve Learned… about Employee Engagement. Collaboration, coaching, inspiration, motivation… no contribution comes without connection to others.

Customer Care 98

Customer Care Government Transportation Employee engagement 98

CCNG

MAY 27, 2021

Move to home-based agent program Moving from in center to work from home agents requires expertise in how to set up a work from home program that brings in best practices around training, performance management, WFM/WFO, quality assurance and coaching, technology, communication. culture, motivation, incentives, and employee engagement.

Consulting 195

Consulting Consulting Contact Center Gamification 195

BlueOcean

MAY 5, 2023

We’ve said it before and we’re not afraid to repeat it until the cows come home: using a boilerplate RFP in the process to find a new customer care outsourcer is a quick road to failure. You’re looking for a strategic partner who will interface with your customers day in and day out. That requires a custom RFP.

Customer Care 62

Customer Care Coaching outsourcing Contact Center 62

CX Global Media

JULY 12, 2019

Bill White Executive Director – Customer Care, ???Stuller, About Bill White : Bill has worked in Customer Care for over 20 years in leadership positions with Asurion Insurance Services, AT&T, ClientLogic, Omnipoint Communications and Unicel Wireless. Stuller, Inc. Consolidated. About Judy McKee : ?Trainer

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

CX Global Media

JULY 11, 2019

The fourth step ( Step 1 , Step 2 , Step 3 ) in the contact center agent journey is about leadership that engages agents. Employee engagement has always been a problem in contact centers. EXPERT SESSION – Leaders, 7 Steps to Engage for High Morale and Performance! Contact Center Virtual Summit LinkedIn Page.

Contact Center 120

Contact Center CCNG Morale Coaching 120

COPC

MAY 23, 2023

This article uses insights from the following research to reveal the quantifiable impact of contact center team leaders on employee satisfaction, retention and performance. US Employee Engagement Research Report COPC Inc. US Employee Engagement Research Report , only 15% of centers have weekly discussions with their agents.

Contact Center 88

Contact Center Employee engagement Coaching Benchmark 88

CX Global Media

JULY 9, 2019

If you seek to make a great impact in employee engagement, this is one place where you’d want to invest in increasing your knowledge. Many organizations attempt to focus on the customer experience while neglecting to focus on their own employee experience. Kelli’s ultimate passion comes in employee development.

Contact Center 120

Contact Center Chief Customer Officer Employee engagement Call Center 120

TechSee

APRIL 10, 2019

BT has taken this opportunity seriously, instituting a company-wide customer-centric culture. The company invested in coaching frontline talent and built a volunteer program called ‘Tiger Teams’ where employees engage in projects focused on improving customer experience in telecoms.

Customer Experience 154

Customer Experience Customer centricity Interactive Voice Response Wireless 154

Noble Systems

MARCH 30, 2020

Contact centers, like businesses in all industries, are making every effort to keep employees safe without disrupting customer care during the current Coronavirus outbreak. By monitoring and analyzing every interaction, companies can also uncover agent deficiencies so that they can develop new content for training and coaching.

Management 90

Management Gamification Contact Center Coaching 90

BlueOcean

OCTOBER 4, 2021

And it’s one that undeniably impacts our perception of the customer experience. Exploring Customer Care in the Subscription Economy. For those of us in the contact center space, the truly fascinating thing (besides the astounding growth itself) is the impact on customer care and the customer experience.

Customer Experience 77

Customer Experience Coaching B2C Customer Care 77

24-7 InTouch

APRIL 15, 2021

After more than a full year of BPOs operating contact centers in a 100% virtual environment, there have been some key learnings and takeaways that will continue to impact the customer care industry for years to come. . Employee Engagement. Blended Model.

Contact Center 52

Contact Center Morale Employee engagement Customer Care 52

BlueOcean

JULY 20, 2023

In our world of outsourced customer care solutions, one of the big challenges we continue to wrestle with on the sales side of things is the significant change in the contact center RFP process. On-site pitching and negotiations are critical to establishing long-term strategic partnership with your customer care outsourcer.

outsourcing 117

outsourcing Contact Center Personalization contact center solutions 117

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. Powerful, right?

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

BlueOcean

OCTOBER 4, 2021

And it’s one that undeniably impacts our perception of the customer experience. Exploring Customer Care in the Subscription Economy. For those of us in the contact center space, the truly fascinating thing (besides the astounding growth itself) is the impact on customer care and the customer experience.

Customer Experience 62

Customer Experience Coaching B2C Customer Care 62

Integrity Solutions

SEPTEMBER 23, 2021

Do you have the leadership and coaching skills and commitment to support the shift to value based selling? For customers to perceive you as a partner, your sales team has to maximize the value you create by developing both customer intimacy and trust and differentiated solutions. The Right Commitment. The Right Support.

Coaching 70

Coaching Sales Employee engagement Customer Care 70

Integrity Solutions

MARCH 3, 2020

The most persistent contact center challenges can be overcome by making coaching a part of the culture and developing your agents’ listening and problem-solving skills. For several years we’ve been participating in Customer Contact Week (CCW), the world’s largest customer contact event series. The Power of Coaching.

Contact Center 59

Contact Center Coaching Scripts Management 59

Playvox

MARCH 5, 2024

The Role of AI in Streamlining Quality Management Processes The use of AI has enormous potential in the contact center: McKinsey reports that using generative AI in customer care functions could improve productivity by 30-45%. That’s why it’s important to analyze 100% of your interactions.

Quality management 78

Quality management Management Contact Center Coaching 78

Serenova

AUGUST 25, 2020

This article provides a roadmap for how call centers can leverage workforce management solutions to optimize customer experience and employee engagement. Workforce Management (WFM) refers to the process of maximizing performance and employee contributions within an organization. What is Workforce Management?

Contact Center 81

Contact Center Schedule adherence Management Coaching 81

BlueOcean

JANUARY 23, 2024

Additionally, you need managers, supervisors, coaches, and trainers to manage your frontline agents, not to mention the extra HR time and financial investment in supporting them. Employee engagement is critical for retention. The right outsourced partner invests heavily in their retention efforts and employee engagement.

outsourcing 62

outsourcing Contact Center Employee engagement Contact center software 62

BlueOcean

NOVEMBER 6, 2019

Additionally, you need managers, supervisors, coaches, and trainers to manage your frontline agents, not to mention the extra HR time and financial investment in supporting them. Employee engagement is critical for retention. The right outsourced partner invests heavily in their retention efforts and employee engagement.

outsourcing 62

outsourcing Contact Center Employee engagement Contact center software 62

CSM Magazine

JANUARY 9, 2023

The new and enhanced workforce engagement solution for Salesforce Contact Center is available on the Salesforce AppExchange. With this launch, Playvox’s entire workforce engagement suite, which also includes quality management and coaching, is available to Salesforce customers. About Playvox.

Contact Center 59

Contact Center Schedule adherence Gamification CRM 59

CSM Magazine

JULY 19, 2023

Significant resource planning efficiencies help European customer service outsourcer release valuable time back into customer care. About Ascensos Ascensos was established in 2013 in Motherwell, Scotland to transform the customer experience by bringing a fresh and personal approach to customer care.

outsourcing 52

outsourcing Coaching Self service Customer centricity 52

SharpenCX

JUNE 16, 2020

Where workforce management is a bit more technical in how you strategize for optimization, workforce engagement management accounts for the human needs of your employees. And, it acknowledges the power of employee engagement on performance and retention. Focus area #1: Manage all your employees with a focus on connection.

Contact Center 67

Contact Center Management Employee engagement call center workforce 67

Skybridge

JUNE 10, 2020

Skybridge Americas is one of very few customer care call centers that had invested early and robustly in the technology, infrastructure, and talent necessary to run large, geographically dispersed at-home agent teams. All customer care agents need to know they’re supported by their employer and their coworkers.

Agent burnout 52

Agent burnout Call Center At home agents Coaching 52

COPC

APRIL 1, 2024

They extend to tools for answering customer queries, feedback and coaching systems, and virtual collaboration. Customer-facing technologies encompass a range of AI-powered tools for direct customer interaction. The first is to enhance the customer experience, a goal most businesses share (88%).

Customer Experience 88

Customer Experience Gamification Benchmark Chatbots 88

ClearAction

APRIL 29, 2020

Ongoing coaching by the VP-Customer Experience’s team is essential. Develop recognition for formal and informal collaboration that resolves issues, prevents issues, and creates value for internal and external customers. Some things must be empowered and deployed rapidly, and most things will take some time. Bachelor’s degree.

Customer Experience 71

Customer Experience Chief Customer Officer Customer centricity Enterprise 71

CSM Magazine

JULY 9, 2021

Besides that, they could also help improve processes for existing employees. After coaching the client care agents, they could also ensure all persons work within the guidelines provided during training. A customer service executive could be a great addition to your company. Conclusion.

Customer Service 59

Customer Service Finance Enterprise Coaching 59

Netomi

JANUARY 5, 2022

Dan doesn’t just talk about customer experience; his fast-paced, energetic presentation style creates an experience for the audience that they’ll surely remember. . Dan is the author of the book, Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media , a host of the Experience This!

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Verint

JANUARY 16, 2018

Ovum believes the major benefit of Automated Quality Management is the freeing up of valuable supervisory time from scoring to be used for coaching and other agent support efforts. Modern technology allows for an Automated Quality Management (AQM) process that provides more fairness for agents and is more useful to supervisors.

Coaching 34

Coaching Quality management Employee engagement Feedback 34

NobelBiz

APRIL 18, 2023

It may be a valuable tool for establishing standards against which the customer relationship center can push its customer service goals. While AHT is generally used to determine the duration of a client’s phone conversation, a business that uses an omnichannel strategy for customer care can compare phone support to other channels.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Comm100

SEPTEMBER 20, 2018

Customer care is an integral part of any successful business. After all, potential or loyal customers will often engage with customer care teams to inquire about a product or ask for help regarding specific issues that they may be facing. Conclusion.

Technology 53

Technology Chatbots Customer Care Feedback 53

SharpenCX

FEBRUARY 10, 2021

Now, looking at this repeat behavior, you learn that to improve customer retention, you have to improve first contact resolution , first. Think about your customer surveys and what you learn in your agent 1:1s, here. You need qualitative data to understand customer sentiment and employee engagement.

Contact Center 76

Contact Center Customer Service Metrics Call Center 76

BlueOcean

OCTOBER 7, 2024

Listen to the audio or read the article Choosing a strategic partner to deliver an outsourced customer care solution is a significant business decision – maybe one of the most significant decisions you’ll make in your career. Ask yourself: Are agents “coached” for performance or are they just “corrected” for making mistakes?

Contact Center 62

Contact Center outsourcing Sales Government 62

BlueOcean

OCTOBER 7, 2024

Listen to the audio or read the article Choosing a strategic partner to deliver an outsourced customer care solution is a significant business decision – maybe one of the most significant decisions you’ll make in your career. Ask yourself: Are agents “coached” for performance or are they just “corrected” for making mistakes?

Contact Center 62

Contact Center outsourcing Sales Government 62

Comm100

SEPTEMBER 20, 2018

Customer care is an integral part of any successful business. After all, potential or loyal customers will often engage with customer care teams to inquire about a product or ask for help regarding specific issues that they may be facing. Conclusion.

Technology 49

Technology Chatbots Customer Care Feedback 49

SharpenCX

MARCH 30, 2021

What does your data tell you about where you need to coach and develop your teams? Use Gartner’s five KPI categories for customer experience as your guide. Employee engagement: How engaged are my agents? As our customer journey evolves, can our call center technology evolve with it? With their managers?

Call Center 67

Call Center Technology Customer Experience Contact Center 67

BlueOcean

AUGUST 21, 2019

Choosing a strategic partner to deliver an outsourced customer care solution is a significant business decision – maybe one of the most significant decisions you’ll make in your career. Are agents “coached” for performance or are they just “corrected” for making mistakes?

Contact Center 63

Contact Center outsourcing Government Sales 63