TechSee

APRIL 16, 2019

When employees feel they are providing value via their everyday tasks, and are trusted for their knowledge, expertise and integrity, they experience a boost in self-worth, motivation and confidence in dealing with more complex issues. When agents are empowered, they become invested in every customer interaction. Proactivity is Key.

Call Center 126

Call Center Contact Center Agent Empowerment Coaching 126

Calabrio

FEBRUARY 7, 2025

Customer Support Another common and long-term issue cited by Verint detractors is a customer support team that can be extremely slow to respond. In the 2024 G2 Grid Report for Contact Center Workforce products , Verint users ranked the platforms quality of support among the lowest of any market leaders.

Management 52

Management contact center workforce Contact Center Schedule adherence 52

Playvox

FEBRUARY 13, 2024

Re-examine Your KPIs For better results, choose KPIs that align with your customer support center’s goals. Are you trying to boost customer sentiment ? Do you want to improve overall customer experience? Offer Training Opportunities Through Coaching There’s more than one way to effectively train agents.

Contact Center 88

Contact Center Gamification Coaching Feedback 88

Playvox

NOVEMBER 15, 2022

Working efficiently becomes even more important when costs are rising, agents are hard to hire, and customer service expectations are higher than ever before. Coach And Develop Your Customer Service And Support Team. workforce feeling engaged and just 9% of the UK employees engaged at work.

Management 86

Management Schedule adherence Coaching Contact Center 86

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

Fonolo

JANUARY 31, 2023

Simply put, call center training is any course, seminar, video, coaching session, or other activity that teaches the skills and behavior required for success in a call center. Call center training is important because it’s part of your customer service plan – and part of a strong employee engagement plan.

Call Center 141

Call Center Contact Center Coaching Gamification 141

Fonolo

SEPTEMBER 27, 2016

As any customer support manager knows, there are a number of crucial factors that come into play when looking to succeed in the call center world. Not only do you have to have the right people talking to your customers, but you have to have the right managers in place motivating and coaching the agents.”

call center professionals 98

call center professionals Call Center Average Handle Time Contact Center 98

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

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

However, executing a customer-centric strategy doesn’t happen overnight, and it has to be guided by a well-laid out customer centric business strategy. Strategies in Optimizing Call Center Customer Support for Increased Revenue. Establishing a Customer-First Mindset without Sacrificing Efficiency.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

Calabrio

FEBRUARY 25, 2025

From complex setup and integration processes to concerns about pricing, reporting limitations, and customer support challenges, organizations may find themselves seeking alternatives that better address their workforce management needs. Capterra user The customer support is the worst I’ve ever dealt with.

Management 52

Management contact center workforce Schedule adherence Contact Center 52

Playvox

JANUARY 25, 2024

Their performance and effectiveness positively or negatively impact: Customer satisfaction scores (CSAT) and net promoter scores (NPS) – Agents who are disengaged or lacking customer support knowledge can negatively impact not only your scores but overall CX.

Contact Center 77

Contact Center Coaching Quality management Schedule adherence 77

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. Customer support ticketing.

Journey mapping 52

Journey mapping Contact Center Analytics Surveys 52

Playvox

JULY 31, 2023

However, some of the quickest ROI can come from the employee self-service (ESS) aspects of a WFM solution. Engaging and empowering customer support center agents is as important as ever, so allow them to handle things themselves when they need to request annual leave or shift swaps. All that time adds up quickly.

Self service 85

Self service Management Contact Center Coaching 85

Fonolo

JUNE 9, 2020

Providing additional training and coaching sessions for your agents throughout their career with your contact center will help them widen their skill-sets and improve their daily performance. While KPIs are important, it’s so important to also recognize their achievements by providing excellent customer support and solving challenging issues.

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

Playvox

MARCH 27, 2023

These 10 strategies will help you boost productivity, improve operational efficiency , and enhance customer engagement, so you can achieve your goals and promote growth. Revolutionize Your Customer Support Center Productivity: 10 Proven Strategies 1. We will delve deeper into both of these points later in this article.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Playvox

MARCH 19, 2024

According to a recent Gartner survey , 62% of millennials and 75% of Gen-Z customers prefer self-service almost all the time, even when they have an option of contacting customer support. This compares to 19% of baby boomers and 43% of Gen X customers who report they would do the same. But there’s more. Powerful, right?

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Aspect

OCTOBER 16, 2017

A recent Gallop survey found that actively disengaged employees cost the U.S. The natural next step is to search for the secret to keeping employees engaged. Customer support chatbots to the rescue. With a force of dedicated agents and happy to serve customers, imagine the possibilities for your organization.

Contact Center 81

Contact Center Surveys Chatbots Coaching 81

Vcaretec

JUNE 6, 2022

As a leader in outsourced customer service solutions, the customer care specialists at Vcare voted on fifty of the top thought leaders in our space. These experts make up our inaugural list of the Vcare Top 50 Customer Care Influencers. I tweet about customer focus, leadership, IT, and tech. Writer/Analyst by trade.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

SharpenCX

JULY 14, 2020

In the general workforce, customer support is one of the functions most at risk for burnout, and that’s without crisis. It’s not impossible to combat stress and abusive language from angry customers. As a manager, you can provide training to support and coach agents through those abusive online experiences.

Agent Empowerment 128

Agent Empowerment Call Center Contact Center Morale 128

Playvox

MAY 11, 2023

For example, a customer support center might enjoy lower costs when they don’t have to support a physical location, while agents might have higher productivity since they no longer need to spend time and energy commuting to and from an office.

Management 89

Management Contact Center Coaching Employee engagement 89

Playvox

MARCH 5, 2024

And 62% of millennials and 75% of Gen-Z customers prefer self-service almost all the time, even when they have an option of contacting customer support. This compares to 19% of baby boomers and 43% of Gen X customers who report they would do the same. That’s why it’s important to analyze 100% of your interactions.

Quality management 78

Quality management Management Contact Center Coaching 78

Playvox

APRIL 4, 2023

Not only are they bad for business, but they’re also bad for customer support center employees themselves. Gallup reports that low-effort managers engaging in “quiet firing” is a big issue. The trouble is that Gallup also found only 21% of employees felt they had received recent meaningful feedback.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Calabrio

JANUARY 19, 2017

Companies Will Deploy Employee Engagement Practices Geared Toward Millennials. More and more companies are realizing that the key to happy customers is happy employees. Given these factors, brands can’t afford to ignore the importance of employee engagement and retention. Omnichannel Will Continue to Expand.

Employee engagement 59

Employee engagement Analytics Multichannel Contact Center 59

Playvox

OCTOBER 18, 2022

There’s a storm brewing in customer service centers, and the aftermath could create some big challenges for contact center management. In our 2022 study of customer support agents and managers, 68% of agent respondents said they didn’t want to return to an office. In the end, bringing employees back is a risky move.

Contact Center 69

Contact Center Management Coaching contact center workforce 69

Playvox

JANUARY 12, 2023

Remote and hybrid work are no longer hard-to-find benefits in customer support centers. Diagnosing opportunities for improvement in customer interactions from afar isn’t too complicated, but coaching agents to succeed and recognizing agents when they do well at a distance is a bigger challenge. But does it have to?

Quality management 69

Quality management Coaching Contact Center Best practices 69

Fonolo

APRIL 27, 2020

And for many customer support departments, that has been whilst under a relentless onslaught of customer inquiries. According to remote work strategist Laurel Farrer , it typically takes six to 12 weeks for a smooth transition from on-site to remote work — that’s under normal circumstances.

Call Center 112

Call Center Morale Contact Center Gamification 112

Kayako

APRIL 29, 2019

There is a lot of focus on employee engagement and experience these days. And with good reason, customer-centric culture is the backbone of good customer experience. Richard Branson famously said “If you look after your staff well, they will look after your customers. Encourage employee self-care.

Customer Service 83

Customer Service Employee engagement Customer centricity Entertainment 83

Taylor Reach Group

NOVEMBER 29, 2019

Of course they may miss trying to be psychic and trying to guess what the customer will value. The traditional approach is dangerous and those that employ it should cease and desist immediately.

Contact Center 107

Contact Center Consulting Consulting Coaching 107

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. Supports schedule compliance.

Contact Center 81

Contact Center Schedule adherence Management Coaching 81

COPC

MARCH 11, 2022

And what can customer support operations do to begin to solve the current challenges of the labor market? ” What existing criteria are prospective employees using to evaluate customer support roles, and how does your organization measure up? But for some reason, this time, it feels different. Why is this?

Contact Center 85

Contact Center Customer Support outsourcing Marketing 85

Contact Center Pipeline

SEPTEMBER 30, 2022

As the start of October will ring in Customer Service Week, it is only fitting that our top post this month is another annual favorite from Susan, bringing you 10 top Customer Service Week inspiration posts full of ways to recognize and show your appreciation for […]. Welcome to the top 5 blog posts in September!

Customer Service 36

Customer Service Virtual Agent B2C Employee engagement 36

Playvox

DECEMBER 15, 2021

They both come with coaches, leaders who motivate the team to do their best work. As with team sports, workforce management thrives when team members are engaged and encouraged to perform. As with team sports, workforce management thrives when team members are engaged and encouraged to perform. That’s where Playvox comes in.

Management 52

Management Customer advocacy Coaching Employee engagement 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. This new era of customer service is marked by enhanced interactivity, engagement, and efficiency.

Customer Experience 88

Customer Experience Gamification Benchmark Chatbots 88

Noble Systems

OCTOBER 25, 2017

On October 25th at the Annual CallMiner LISTEN2017 User Conference, Fidotrack Gamification, the award-winning employee engagement platform for Collections, Sales and Customer Support Organizations announced their latest release; a Gamified Learning Management System. About Fidotrack, LLC. .

Gamification 40

Gamification Call Center Management Coaching 40

aircall

MARCH 17, 2016

From taking orders to providing customer support, sticky situations are bound to arise. But how you handle these situations can mean the difference between creating loyal customers and losing business. Create instant ‘shout outs’ based on great customer feedback. Recognise great customer support in a very public way.

Best practices 59

Best practices Call Center Calibration Coaching 59

Call Experts

DECEMBER 28, 2018

Compensation is not the only way to keep employees happy with their job. . When your team is happy, they ensure a better customer experience for your clients. Secure more return for your brand by improving employee engagement, and use the culture of your organization to drive customer satisfaction. Free your Phone!

outsourcing 56

outsourcing Call Center Employee engagement Answering services 56

Call Experts

JUNE 5, 2019

If you want your employees to meet your expectations, it is crucial to help them understand their responsibilities. If they are having trouble handling their work, provide additional assistance, continued education, and career coaching to improve their skills. Employee experiences are connected to customer experiences.

Customer Experience 60

Customer Experience outsourcing Call Center Answering services 60