Fonolo

DECEMBER 15, 2022

Your call center platform will give you plenty of quantitative data, such as abandonment rates and service levels, which you can compare against your qualitative data, which includes customer feedback and surveys. Invest in the Right Contact Center Software. How to Buy Contact Center Software.

Call Center 138

Call Center Contact center software Abandon rate Self service 138

SharpenCX

MAY 30, 2019

Learn from the Best about Driving Employee Engagement appeared first on Sharpen Contact Center Software. Company culture, a set of shared beliefs and values of a company, sets the tone for your team. The post What can you Adopt from these Must-Have Company Cultures?

Employee engagement 64

Employee engagement Contact center software Contact Center 64

SharpenCX

APRIL 9, 2019

From technology that puts employees front-and-center to better vacation policies, employee engagement trends are constantly buzzed-about. Business leaders figure out the state of engagement (or more likely, disengagement) of their. Too often, though, leaders implement corporate programs, then forget them.

Employee engagement 59

Employee engagement Contact Center Contact center software Technology 59

CSM Magazine

JUNE 16, 2020

As contact centres evolve as a result of COVID-19, Thomas Rødseth, Chief Technical Officer at Puzzel says now is a critical time to keep frontline staff safe and motivated. What comes first: happy customers or happy employees? iii] The right technology makes life easier and brings out the best in employees.

Employee engagement 52

Employee engagement Contact center software Morale Surveys 52

SharpenCX

JUNE 19, 2019

The post Keeping your Contact Center Agents in their Seats: Employee Engagement is the Answer to the Aches and Pains of Attrition appeared first on Sharpen Contact Center Software. Your agents are your company’s fixers.

Employee engagement 59

Employee engagement Contact Center Contact center software Customer Service 59

SharpenCX

JUNE 26, 2019

The post Your Contact Center’s Data Shouldn’t be an Afterthought: How Custom Dashboards Offer Up a Critical View of Your Customer’s Satisfaction while Driving Employee Engagement appeared first on Sharpen Contact Center Software.

Employee engagement 59

Employee engagement Contact center software Contact Center 59

CSM Magazine

APRIL 15, 2020

Companies today face the challenge of keeping top contact center talent, and employee engagement and resource planning have become key pillars in finding an optimal balance between happy employees and satisfied customers,” said Børge Astrup, CEO of Puzzel. About Puzzel.

Employee engagement 52

Employee engagement Contact center software Contact Center Marketing 52

Hodusoft

NOVEMBER 29, 2022

Top 10 Contact Center Software for 2022-2023. Before the advent of contact center software, customer service representatives would handle all customer requests and complaints through telephone calls. Choosing the right contact center software is essential for success. RingCentral.

Contact center software 40

Contact center software Contact Center Interactive Voice Response contact center solutions 40

SharpenCX

MAY 12, 2020

The benefits of employee engagement are far-reaching: Companies with highly engaged employees outperform their competitors by a staggering 147%. Organizations that have over 50% employee engagement retain 80% of their customers. Engaged employees are 38% more likely to have above average productivity.

Contact Center 128

Contact Center Customer Service Employee engagement Coaching 128

Noble Systems

APRIL 21, 2020

The heart of the call center is its people, often called representatives, or agents, who are on the front-line of these communications. Equally important is the call center software used to manage all of those contacts. 7 Advanced Contact Center Software Features.

call center software 80

call center software Call Center Technology Contact center software 80

SharpenCX

MAY 26, 2020

Agent Scorecards and employee engagement surveys are great tools to lead discussions with your agents on a regular basis. Scheduled training sessions and 1:1s boost your employee engagement and motivate your employees to work harder. Consistency gives your agents confidence that you’re investing in them.

Contact Center 128

Contact Center Customer Service Coaching Customer Experience 128

SharpenCX

APRIL 11, 2019

And when they don’t get the engagement they need, they leave. But what is employee engagement in your contact center, and what can you do to keep your agents? Your agents head.

Contact Center 64

Contact Center Contact center software Employee engagement 64

Liveops

MARCH 11, 2021

Engaging with your team on a regular and frequent basis allows you to get a pulse check on their productivity and overall sentiment. Try not to align employee happiness with employee engagement. Employee-led groups foster relationships. . Five9 is the leading provider of cloud contact center software.

Gamification 118

Gamification Enterprise Contact Center Contact center software 118

Fonolo

FEBRUARY 2, 2023

And with the Great Resignation looming over the contact center world, you’ll need all the help you can get! By automating manual tasks for your staff, you can help raise employee engagement, which will improve your customer satisfaction levels in turn. How to Buy Contact Center Software 1.

Call Center 140

Call Center Interactive Voice Response First call resolution Self service 140

Calabrio

FEBRUARY 7, 2025

Verint Verint is a well-established player in the customer engagement market, offering a comprehensive suite of solutions that includes workforce management as a key component. Talkdesk Talkdesk is a cloud-based contact center software platform that incorporates WFM functionality as part of its suite.

contact center workforce 52

contact center workforce Contact Center Analytics Quality management 52

Fonolo

JUNE 9, 2020

Once you’ve selected and established the KPIs that fit your contact center’s needs, you’re ready for the next step. 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).

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

SharpenCX

JULY 15, 2020

Bottom-Line Benefits of Employee Engagement for Your Contact Center and Company: Give Employees Belonging and Purpose through Employee Engagement. We all want the best for our customers and our employees when we take on new platforms.

Customer Experience 108

Customer Experience Contact Center Employee engagement Contact center software 108

Aspect

JANUARY 21, 2019

Contact center software providers have responded to this revelation by introducing new features that cater to the needs of agents. But enhancements to agent software tools are only part of the picture.

contact center workforce 75

contact center workforce Morale Contact center software Contact Center 75

Hodusoft

OCTOBER 23, 2024

Drive Employee Engagement Employee engagement is the magnitude to which employees feel that they are a part of a company. Now, the question comes, can organizations leverage NPS to drive employee engagement? ” “Is it to assess employee engagement?” What’s yours?

Surveys 52

Surveys Benchmark Contact Center Employee engagement 52

SharpenCX

MAY 19, 2020

The Importance of Providing an Employee Development Plan. Employee engagement and retention are closely linked. With nearly 70% of the American workforce disengaged at work, retaining talent is a primary concern for most companies.

Contact Center 128

Contact Center Brand ambassadors Coaching Metrics 128

SharpenCX

APRIL 14, 2020

Work with your employees to meet their personal needs as well as their professional ones. And ultimately, guide your executive team to see the importance of employee engagement. Read Now: How a Coaching Culture can Boost your Employee Engagement. The Impact: What’s the impact of a high employee satisfaction metric?

Metrics 84

Metrics Customer Service Employee engagement Morale 84

Noble Systems

MARCH 19, 2021

While many large enterprises still use these on-premise systems, SMB call centers can now take advantage of today’s cloud call center software for small businesses. Cloud Contact Center for SMBs. Gamification is the latest player on the WEM field, and it’s quickly becoming an MVP in the employee engagement arena.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

Noble Systems

APRIL 14, 2021

The virtual call center means reduced expenses for rent and operating costs. Virtual contact center software also eliminates the need for almost all hardware — servers, a PBX, phone terminals, etc. – Companies no longer need to provide a large space with desks, chairs, equipment, etc. as well as a place to house it.

virtual call center 98

virtual call center Call Center call center solutions call center software 98

SharpenCX

MAY 5, 2020

found that engaged and satisfied call-center employees are: 8.5x Part of keeping employees engaged and satisfied is showing them they have a future that you care about as their manager. In the most successful centers, agents advance their careers through outstanding performance — not seniority or experience.

Contact Center 90

Contact Center Customer Service Coaching Metrics 90

SharpenCX

JUNE 8, 2021

Set up actions in your contact center software that trigger specific follow up questions to prompt your customers to fill out a survey after an interaction. And, when your employees feel cared for, they’re more likely to pour that positive energy and work ethic into caring for your customers. Create a feedback loop.

Customer retention 76

Customer retention Coaching Employee engagement Contact Center 76

SharpenCX

JULY 26, 2023

How to Use the Data You Collect According to Gartner, there are five categories of customer experience KPIs that can improve your call center performance: employee engagement; quality operations; customer satisfaction; loyalty, churn, and retention; and advocacy and brand reputation.

Call Center 67

Call Center Contact Center Contact center software Coaching 67

SharpenCX

JANUARY 23, 2020

Download Now: How to build customer experience strategies using the data you already have in your contact center. Research shows coaching is vital to employee performance management to drive better business results, employee engagement, and higher customer satisfaction.

Coaching 98

Coaching Contact Center Benchmark Management 98

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

BlueOcean

JANUARY 23, 2024

Though technology has grown progressively cheaper over the years, the number of technical elements needed to support each contact center agent has actually increased. 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

Though technology has grown progressively cheaper over the years, the number of technical elements needed to support each contact center agent has actually increased. 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

Fonolo

JANUARY 31, 2023

Call center training is important because it’s part of your customer service plan – and part of a strong employee engagement plan. Statistics say that highly engaged employees are 87% less likely to quit their job than disengaged employees. How to Buy Contact Center Software 6.

Call Center 141

Call Center Contact Center Coaching Gamification 141

SharpenCX

MAY 20, 2020

Employee engagement surveys from our friends down the street at Emplify prove that right now, we’re pretty exhausted. The post Lead With Empathy and Watch Poor CX Fade: 4 Methods for Workforce Managers to Reconstruct Remote Work With People, not Processes, in Mind appeared first on Sharpen Contact Center Software.

Management 84

Management Coaching Contact Center Contact center software 84

VocalCom

DECEMBER 3, 2018

Most companies agree that employee engagement is vital to brand success. When employees feel motivated to do their best, they can deliver service that customers love. At the heart of such engagement lies feedback—the more you listen to them and consider their advice, the more engaged and content they will be.

Feedback 48

Feedback Customer Service Contact center software Surveys 48

Hodusoft

OCTOBER 19, 2023

Cloud-Based Solutions: Implementing cloud-based contact center software offers better flexibility, scalability, and cost-efficiency. This technology allows contact centers to easily adjust their resources as per the call volumes, reducing the risk of overstaffing or underutilization. Ask for a Free demo!

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

SharpenCX

AUGUST 21, 2023

“Add AI to customer service software by [date] to reduce call times X% with next best actions and predictive modeling.” This is a worthwhile strategic goal for call centers because it is easily attainable with the right contact center software and best practices. Improve the employee experience. The result?

Call Center 67

Call Center First call resolution Contact Center Contact center software 67

SharpenCX

JUNE 28, 2023

These certainly aren’t the only call center metrics you can gather. Gartner recommends KPIs across five categories of employee engagement; quality operations; customer satisfaction; loyalty, churn, and retention; and advocacy brand reputation. The best way to gather this data is through customer feedback surveys.

Call Center 67

Call Center Metrics call center software Contact Center 67

SharpenCX

FEBRUARY 25, 2020

Each disengaged employee can cost you $2,246 , according to ADP. Employee engagement is directly tied to revenue growth. In fact, the total economic impact of employee engagement in the U.S. So, where do you start to reduce stress and engage agents in your call center?

Call Center 76

Call Center Morale Metrics Abandon rate 76