MiaRec

MAY 11, 2024

In my past life, I was a QA manager in a large contact center. That is one of the reasons I get so fired up when talking about MiaRec's AI-powered solutions and Conversation Intelligence or Contact Center AI solutions in general. One thing that frustrated me the most was the high agent turnover.

Morale 105

Morale Contact Center Agent burnout Personalization 105

Myra Golden Media

APRIL 28, 2021

When we moved to Q & A, Sherry asked a question about training and supporting remote agents: Our contact center agents will work remotely for the foreseeable future. I’m a contact center supervisor who trains, yet I don’t have a training background. What advice can you give me? Be supportive.

Customer Service 317

Customer Service Morale Contact Center Call Center 317

Fonolo

NOVEMBER 24, 2020

Read the Full Industry Report Here: Contact Center Trends 2021. Contact Center Teams Had to be More Empathetic. The pandemic thrust contact centers on to the frontline. “Contact center agents had to up their listening and their empathy beyond what they had ever faced before.

Contact Center 159

Contact Center Average Handle Time Consulting Consulting 159

Contact Center Pipeline

JULY 11, 2018

It’s a complex issue that directly influences the business—positively or negatively—through staff retention, productivity, schedule adherence, workplace culture and morale, service delivery and customer experience.

Employee engagement 133

Employee engagement Contact Center Schedule adherence Morale 133

CSM Magazine

DECEMBER 6, 2024

Creating a productive and comfortable contact center is crucial for both employee wellbeing and business success. For contact center managers, the challenge lies in designing an environment that promotes employee satisfaction, reduces turnover , and enhances productivityall while improving customer interactions.

Contact Center 52

Contact Center Morale Management Personalization 52

CX Global Media

AUGUST 30, 2017

People, process, technology, reporting, culture, competition, morale, data, automation, self-service – which word matters most? In my 20+ years in the contact center industry, the past three years elevated this one word to utmost importance. In our rapid paced contact center environments, we must have “focus”.

Contact Center 149

Contact Center Coaching Education Call Center 149

Taylor Reach Group

SEPTEMBER 3, 2021

After several months of remote working – a workstyle many contact center leaders would have deemed impossible to implement a year and a half ago – employers are finding it difficult to lure staff back into the office. This way, wages are fair across the board, consistent, and avoid future morale issues among peers.

Contact Center 139

Contact Center Morale Consulting Consulting 139

Fonolo

JULY 14, 2020

But many contact centers had yet to take advantage of the many benefits that come from offering your contact center agents flexible working arrangements. Flex-Time is Probably Right for Your Contact Center. The short answer is: Yes, flex-time is right for your contact center.

Contact Center 126

Contact Center Morale Call Center Employee engagement 126

Calabrio

APRIL 11, 2025

Workforce Management From Onboarding to Excellence: Your Contact Center Training Guide for 2025 Jump ahead What is Contact Center Training? To drive customer loyalty and sustain success, contact centers must keep up with customers consistently rising expectations. What is Contact Center Training?

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

Call Center Weekly

OCTOBER 9, 2017

How then does a well trained contact center impact customer experience? Higher First Contact Resolution When your staff is well trained, they can provide resolution (when possible) on the first interaction. Improved morale Why is training and development important? Without them, there is no development!

Contact Center 273

Contact Center Morale Government Education 273

Calabrio

MARCH 22, 2025

Best Practices Contact Center Management: Best Practices & Strategies for Peak Performance Share The modern contact center is no longer seen as a mere service function at the periphery of the business. At the same time, contact center operations have also taken on a new level complexity.

Best practices 52

Best practices Contact Center Management Call Center 52

Monet Software

NOVEMBER 11, 2020

How to treat employee burnout and reinvigorate call center engagement for the long haul. Do you feel it spreading through your contact center workforce? If you’re seeing symptoms of burnout in your SMB contact center, or in online interactions with certain remote agents, it’s time to do something about it.

Morale 100

Morale Agent burnout Contact Center Coaching 100

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. A several Expert Sessions are dedicated to the topic of on-boarding contact center agents. Playbook and Planner.

Contact Center 120

Contact Center CCNG Morale Coaching 120

CX Global Media

MAY 24, 2018

Adriana Thompson – Contact Center Supervisor of the Year 2018. Adriana Thompson was confronted with a challenge that so many frontline leaders in contact centers face. 59% of frontline supervisors in contact centers were formerly agents (Source: ICMI). Skills to Develop. Continue On…. Please Share.

Contact Center 257

Contact Center industry standards Morale Call Center 257

Playvox

MARCH 21, 2024

Let’s face it — no one contacts your contact center to tell the person who answers the phone, text, or chat to tell your organization that they love your brand, service, or product. Most interactions that contact center agents have daily are to solve a problem or issue, adjust a payment, or ask a clarifying question.

Morale 90

Morale Contact Center Quality management Coaching 90

The Northridge Group

AUGUST 14, 2023

In the post-pandemic world, contact center leaders are prioritizing three interconnected objectives: employee productivity, retention, and satisfaction. Additionally, contact centers must invest in streamlined and high-quality employee onboarding, continuous skill development, and coaching.

Contact Center 120

Contact Center Coaching Morale contact center associations 120

Contact Center Pipeline

AUGUST 10, 2021

The phone beeps in my ear; I answer with, “Thank you for calling Hoosier Healthwise. This is Mark. How can I help you today?” I pause to allow the other person on the line to speak. He says, “Well, I hope you can,” and he says that he needs help selecting a health plan. I […].

Contact Center 208

Contact Center Management Personalization Agent burnout 208

Tethr

MAY 28, 2023

Maintain contact center morale with these 7 tips and tricks! If you aren't proactive, your agents might already have one foot out the door.

Morale 76

Morale Contact Center 76

Hodusoft

APRIL 2, 2025

The Role of Automation in Telecom Contact Centers: Solving High Volume Challenges and Reducing Costs Uber-connected. ” The irony, however, is that the contact centers of telecom companies can do better when it comes to responding to customers’ queries and resolving their issues. Well-informed.

Contact Center 52

Contact Center Interactive Voice Response contact center solutions Morale 52

Fonolo

JANUARY 14, 2021

Fostering an inclusive work environment is essential if you want a high-performing contact center team. If you haven’t been paying attention, agent attrition has continued to rise, according to our State of the Contact Center 2020 report. Empathy has been a hot topic in the contact center industry this past year.

Contact Center 150

Contact Center Agent Empowerment Morale Coaching 150

Fonolo

JUNE 9, 2020

Is your contact center providing the best customer experience possible? One of the most challenging aspects of running a contact center is managing your team. Metrics for Evaluating Contact Center Agent Performance. Gathering feedback from customers has become an industry standard for contact centers.

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

Ansafone

MAY 27, 2020

Positive morale is an important element during a national crisis. While most people are distressed, it is the leaders’ role to keep the business foundation stable, its staff morally sound, and operations smoothly.

Morale 87

Morale Contact Center Healthcare Call Center 87

Contact Center Pipeline

AUGUST 20, 2020

There’s a lot of talk about the values-based consumer today—the preference for brands that do business in ethically positive ways or take a stand on moral issues. Winning over these consumers takes more than launching a Save-the-Whales drive or sending a team to the annual charity 5k.

Morale 279

Morale Analytics Contact Center Call Center 279

Customer Service Life

DECEMBER 23, 2020

As I’ve spent time reflecting on Buddy, it’s clear to me that he worked in a contact center at some point in his life. But it also seems like Buddy is talking about his last contact center job — possibly one with super high agent turnover. Buddy is no typical contact center agent, however. Don’t believe me?

Contact Center 129

Contact Center Morale Metrics Accountability 129

CX Accelerator

JULY 1, 2020

However, those who were planning to move their contact center to the cloud in 2021/2022 are now faced with increased stress and frustration and regret for not changing sooner. By giving employees the benefit of the doubt and not micro-managing them, you will improve morale and strengthen your relationship with your employees.

contact center solutions 266

contact center solutions Morale Contact Center call center solutions 266

CX Global Media

JULY 10, 2019

The third step ( Step 1 , Step 2 ) in the contact center agent journey is about developing high-performing agents. Since the advent of contact centers, it’s never been documented that technology has remedied a failed systematic approach. If fact, most often technology has accelerated poor performance in these instances.

Contact Center 120

Contact Center Morale Coaching Chief Customer Officer 120

The Northridge Group

JULY 20, 2023

Contact centers are in a state of flux, with many contact center associates (and workers in general) hesitant to return to the office full-time and forgo the flexibility that comes with a work-from-home (WFH) or hybrid environment. Imagine that you conduct an extensive analysis of contact center associate performance.

Contact Center 128

Contact Center Abandon rate contact center associations Average Handle Time 128

TechSee

OCTOBER 10, 2019

The traditional contact center – with agents in cubicles following scripts and rushing to meet individual KPIs – will soon be a thing of the past. Agent collaboration also enables a higher First Contact Resolution (FCR) rate by eliminating time-consuming escalations. What’s the climate of your contact center?

Contact Center 117

Contact Center Wireless Scripts Average Handle Time 117

Outsource Consultants

SEPTEMBER 14, 2021

It’s because the ongoing labor shortage, paired with increased Q4 purchasing, is leaving many businesses that rely on contact center support exposed to looming CX disasters. Try These 3 Contact Center Strategies for Q4 Success. Higher customer satisfaction and higher agent morale. Tip the Scales with Technology.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

CX Global Media

OCTOBER 15, 2018

Most all contact center executives know they need to respond aggressively to the fact that we are in a state of massive transformation and disruption in the marketplace. The contact center has been targeted as a pivotal organizational component in this age of disruption that we live in. Supervisor Training Reset.

Contact Center 269

Contact Center Morale Call Center Metrics 269

Contact Center Pipeline

JANUARY 28, 2021

Although COVID-19 is still the central focus of our everyday lives, the contact center industry appears to be moving forward with optimism, lessons learned and plans for delivering customer service in a business environment that looks nothing like the previous years. Welcome, 2021! The new year always brings hope for new beginnings.

Contact Center 147

Contact Center Agent burnout Customer Service Morale 147

Monet Software

MARCH 10, 2021

Will remote agents continue to represent a significant proportion of the call center workforce? Or will SMB contact centers and clients rush to bring employees back to the traditional production floor? The contact center workforce was already going remote. Here’s why. Flexibility & Scalability. Cost-savings.

Contact Center 118

Contact Center call center workforce contact center workforce Morale 118

Calabrio

MARCH 31, 2025

Workforce Management Contact Center Gamification: What You Need to Know to Use Games for Improved Engagement and Performance Share Did you know that low employee engagement costs the global economy about $8.9 Luckily, there is: its called contact center gamification. Table of Contents: What is Contact Center Gamification?

Gamification 52

Gamification Contact Center Call Center Metrics 52

Callminer

NOVEMBER 9, 2020

. “By using key indicator phrases, patterns and trends can emerge – for example, a contact center might see that someone called in eight times to open a new account but the caller offers erroneous information when asked for a piece of information that they should know.”

Call Center 345

Call Center Banking Contact Center Accountability 345

Contact Center Pipeline

DECEMBER 29, 2021

Morale was low, which impacted calls and led to agents not staying too long. However, our call center is […]. A few years ago, my team wasn’t doing too well. So, I started experimenting with different ways to engage team members and show them some appreciation. I’ve learned what works and what doesn’t over the years.

Contact Center 130

Contact Center Morale Call Center 130