TeamSupport

AUGUST 3, 2018

Winning a hard-fought deal over a top rival can be a huge morale boost and lead to new opportunities for your company that weren’t possible before. In this scenario, it’s not up to the sales team to provide the victory, but instead the onus falls squarely onto the customer success group.

B2B 56

B2B Self service B2C Morale 56

Playvox

FEBRUARY 13, 2023

With a full investment in quality management, your customer support center can keep KPIs, customer retention, and revenue on track and become a mainstay of customer experience. That makes customer retention an essential part of your financial plan — and your digital customer service strategy.

Contact Center 78

Contact Center Quality management Calibration Coaching 78

Fonolo

SEPTEMBER 14, 2023

In a busy customer service department, having an agreed-upon set of milestones helps you cross the finish line because it clarifies decision-making, keeps morale up, and can even reduce agent turnover. In this blog, we’ll discuss how to create goals that will take your call center to the next level.

Contact Center 91

Contact Center Call Center Average Handle Time Construction 91

Callminer

AUGUST 6, 2019

For example, the business focus of the head of retail operations for a bank may be to increase customer retention and lifetime value. For big-ticket purchases needing delivery, the company used automation to prompt agents to begin outbound calls to customers scheduled for an upcoming delivery.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Global Response

AUGUST 7, 2023

Consider these key strategies that we’ve used successfully for 40+ years in creating call center cultures that strengthen employee engagement and retention while improving customer service levels. Consider that happier employees with stronger morale will provide better customer service and tend to be friendlier on calls.

Call Center 62

Call Center Morale Employee engagement Customer centricity 62

TeamSupport

AUGUST 3, 2018

Winning a hard-fought deal over a top rival can be a huge morale boost and lead to new opportunities for your company that weren’t possible before. In this scenario, it’s not up to the sales team to provide the victory, but instead the onus falls squarely onto the customer success group.

B2B 40

B2B Self service B2C Morale 40

Comm100

AUGUST 5, 2020

If a customer’s issue is not resolved and their voice is not heard, customer retention is at risk. Angry customers can even turn to social media to flame brands, harming the company’s image and impacting your bottom line. So how can your team reduce wait times and give your customers the immediate attention they expect?

Wait times 52

Wait times Interactive Voice Response Customer Service Chatbots 52

Outsource Consultants

FEBRUARY 9, 2025

For example: A leading e-commerce retailer reduced service costs by 50% while increasing first-call resolution rates. telecom company improved bilingual customer retention by 30% by leveraging culturally aligned agents. This not only improves skills but also boosts team morale and cohesion.

Call Center 67

Call Center Customer Support outsourcing Interactive Voice Response 67

CSM Magazine

DECEMBER 15, 2022

After all, your customer support team is the heart and soul of the customer experience (CX). If you can enable, empower, and engage your agents, you provide better interactions, which leads to higher customer retention. Increasing engagement with your agents is critical for retention. for school pick-up.).

Contact Center 52

Contact Center Customer emotions Morale Quality management 52

Playvox

MAY 25, 2023

The once “in-person” centers dealing with inbound calls have been replaced by global, distributed customer experience teams. In addition, new online channels have emerged to help companies serve customers in an increasingly digital landscape. This all harms customer retention, resolution times, and customer satisfaction ratings.

Contact Center 55

Contact Center Workload forecasts Agent burnout Customer retention 55

JustCall

MARCH 7, 2023

Allowing them to work from home can boost their morale and productivity and help you attract and retain talent in your organization. This point is important because the ultimate aim of all companies boils down to improving customer experience, and providing multiple channels for interaction is one way of doing so.

Contact Center 52

Contact Center Cloud contact Contact center software contact center solutions 52

Balto

NOVEMBER 8, 2022

Service Level Scores. The service level scores are a set of metrics that provide a general idea of your call center’s performance and efficiency. Most call centers tend to associate service level scores with cost efficiency. It can also mean that the work environment is affecting team morale.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

NobelBiz

JUNE 19, 2023

As businesses, we need to harness this culture of immediate responses to elevate customer service levels. Recognizing agents’ achievements in real time boosts morale, motivation, and overall engagement, leading to sustained high performance. This strengthens customer relationships and increases customer retention.

Call Center 52

Call Center Coaching Contact Center Metrics 52

Balto

JANUARY 14, 2025

Example Use Case : A retail chain implemented machine learning to predict seasonal spikes in customer inquiries. By aligning staffing levels with predicted demand, they improved service levels during Black Friday by 25%. Demographic Clustering : Groups customers by age, location, or income.

Call Center 52

Call Center Analytics Average Handle Time Big data 52

SharpenCX

JANUARY 14, 2020

How do you even begin to make your customers happier when it feels like they’re always bringing you questions and complaints? Can you boost morale, improve your service level, and retain customers without the extra cash? Engage Employees and Boost Agent Morale. Believe it or not, the answer is yes.

Call Center 76

Call Center Customer Service Morale Finance 76