Call Center Weekly

JULY 18, 2017

Managing Out of Fear If you have a good employee who is performing well, and meeting their requirements, you are doing well. Constantly checking up, interrogating, or otherwise showing you do not trust them to do their job will decrease their productivity, morale, and performance. This should be avoided unless warranted.

Morale 120

Morale Employee engagement outsourcing Coaching 120

Fonolo

AUGUST 17, 2021

Use metrics and act on them. Use historical data, analytics, and call center metrics to measure your agents’ and overall call center’s performance. Evaluate metrics like first-call resolution , customer satisfaction score, abandonment rate, and average handle time to measure performance, and compare them to your competitors.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

aircall

JANUARY 15, 2019

Although it may be hard to spot, and even harder to quantify, low morale can trip up even the hardest working teams. While it’s common to have one or two team members experience a bout of decreased motivation, the long term effects can cascade and wreak havoc on employee morale and grind productivity to a screeching halt.

Morale 59

Morale Customer Support Employee engagement Metrics 59

SharpenCX

APRIL 14, 2020

Metrics are more than just numbers on a page. Metrics don’t exist in a vacuum. When they work in a relationship with one another, your metrics can measure success and failure and recognize progress. When they work in a relationship with one another, your metrics can measure success and failure and recognize progress.

Metrics 84

Metrics Customer Service Employee engagement Morale 84

Fonolo

JUNE 9, 2020

Metrics for Evaluating Contact Center Agent Performance. Most commonly used in call centers, this metric can help you gain insights on the responsiveness and efficiency of your agents. This metric is a great way to track how efficiently your agents are managing their time at work. Where should you begin? Occupancy Rate.

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

Hodusoft

OCTOBER 22, 2021

Particularly, the metric- cost per contact. Furthermore, allowing competent agents the freedom to retort differently and find creative ways to resolve issues can boost their morale, work engagement, and productivity. Engage agents. Call center metrics focus entirely on average handling time or average talk time.

Call Center 122

Call Center call center software Schedule adherence Wait times 122

Monet Software

SEPTEMBER 24, 2020

Yep, it’s the linchpin of employee engagement, too! By taking an agent-centric approach to contact center quality management , regular QA feedback can become an opportunity for growth that agents welcome—one that improves employee satisfaction, morale, retention and yes, employee engagement. Here’s how. #1

Morale 48

Morale Quality management contact center workforce Employee engagement 48

delighted

APRIL 26, 2019

What is a customer experience metric? Customer experience metrics are a collection of criteria that your organization can use to measure how happy your customers are, so that you can actively work towards increasing customer loyalty and reducing churn. Which metrics should you track? Popular experiential CX metrics.

Metrics 66

Metrics Customer Experience Surveys Employee engagement 66

ClearAction

APRIL 18, 2015

Part 2 of this article revisits a #CXO chat on twitter where ideas were discussed on how HR can expand value to the company’s CX goals by facilitating knowledge management, employee engagement, and cross-functional collaboration. Data insights can help maximize ROI of the work done by HR and employees collectively.

Customer Experience 96

Customer Experience Employee engagement Big data Customer centricity 96

JustCall

NOVEMBER 24, 2022

So, What Exactly is Employee Engagement? It is not purely employee satisfaction. Instead, it is the emotional commitment that the employee has towards the business and its goals. This leads to higher turnover, less stress, and better morale in the workplace. Customer Service Incentives Build Trust and Appreciation.

Morale 52

Morale Call Center call center workforce Metrics 52

Russel Lolacher

OCTOBER 24, 2022

In this episode of Relationships at Work, Russel chats with 4x author, keynote speaker and consultant on service culture Jeff Toister on connecting the dots to create tangible employee engagement at work. An instructor for Linkedin Learning, supporting training and employee development and more. He’s got some knowledge.

Employee engagement 52

Employee engagement Surveys Accountability Personalization 52

Fonolo

JUNE 15, 2021

Those leaders focusing only on the task-based output of workers while ignoring agent engagement and general well-being will likely lose top employees to competitors, and have to foot big bills related to recruitment, training , and turnover. How to Foster Agent Engagement in a Hybrid Contact Center.

Call Center 115

Call Center Contact Center Metrics Morale 115

Taylor Reach Group

DECEMBER 11, 2019

An environment and opportunity to continuously improve individual performance will keep the employees engaged and loyal to the organization. Failure to do so, not only does not deliver the expected and desired results but also could have negative impacts on employee morale and motivation. Which agents can benefit? –

Customer Experience 119

Customer Experience Coaching Contact Center Morale 119

Fonolo

MARCH 3, 2022

How can managers promote productivity , ensure employee engagement, and satisfy customers while managing a virtual call center? Metrics and data analysis. From customer data to employee network connections, remote offices make your call center vulnerable to cyber hacks and malware. . Maintaining Workplace Morale.

virtual call center 87

virtual call center Call Center Management call center software 87

Hello Customer

DECEMBER 16, 2020

Your team is always fire-fighting, it’s difficult to keep morale high and it might be easy to think that your efforts go unnoticed by management. You might be tracking your team ’s performance with numerous metrics. However, i f you’re struggling to prove the value of your team, there’s at least one metric you want to step away from.

Customer Service 76

Customer Service Morale Feedback Metrics 76

CX Global Media

JULY 12, 2019

In this session, I’ll talk through the journey my team took to reinvent this stalwart metric. I am responsible for all fiscal and operational aspects and have a particular gift for creating and maintaining a high employee engagement measured through high survey scores conducted by Denison and Gallup polls for several consecutive years.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

TechSee

AUGUST 26, 2024

These two metrics are closely related, as longer handle times will naturally result in longer wait times for customers. Employee Engagement: Keeping agents motivated is essential for maintaining high service standards. Use call recordings and performance metrics to review service delivery and provide constructive feedback.

Call Center 124

Call Center Customer Service Average Handle Time Interactive Voice Response 124

Satrix Solutions

FEBRUARY 18, 2020

An eNPS calculated score gives you a great check-in on employee loyalty and contentment but the work doesn’t stop with the score. This metric lays the groundwork for insightful intradepartmental and organizational review of the feedback; and the ability to pinpoint what’s working and what isn’t.

Morale 78

Morale Employee engagement Surveys Feedback 78

Voxjar

MARCH 10, 2020

Not to mention that you’ve been given a budget and are responsible for the measuring the success of your call center metrics. I’m going to break it down so that KPI metrics are easy to understand and easy for you to implement . And, what do KPIs have to do with customer service metrics? Well, don’t stress out too much.

Metrics 52

Metrics Customer Service Call Center Customer retention 52

Serenova

AUGUST 30, 2019

Recognition is an often underestimated but powerful employee engagement strategy. Well-recognized employees are more engaged, feel a stronger connection to their organization and have better work relationships ( Cicero ). According to Gallup Research, each employee should be recognized every seven days ( Gallup ).

Morale 60

Morale Gamification Coaching Employee engagement 60

SharpenCX

JUNE 23, 2021

Metrics aren’t everything. This guide digs into some of the essential contact center metrics to look out for, so you can pick and choose which ones need your focus. Service level is a fundamental metric. This metric can even mean that your IVR is too confusing , causing customers to give up before reaching an agent.

Contact Center 101

Contact Center Abandon rate Management Metrics 101

ijgolding

JUNE 9, 2015

Drives employee engagement and involvement — from the front lines to the executive suite. Develops and delivers ongoing CX (Customer Experience) interaction training to employees. Develop communication strategies and tactics to share the importance of CX with employees, customers, and the company.

Customer Experience 119

Customer Experience Customer centricity Metrics Journey mapping 119

Uniphore

JULY 23, 2021

Disengaged agents are more likely to engage in counterproductive behaviors. Employee Disengagement Drags Down Customer Experience Disengagement doesn’t simply lower morale; it affects performance as well. Check it out! And when agent performance suffers, so does customer experience.

Contact Center 98

Contact Center Call Center Morale Employee engagement 98

SharpenCX

MAY 5, 2020

When you’re aware of your agents’ career goals, you seek out opportunities and set appropriate success metrics for them. Awareness and intentionality goes a long way to show your employees that their career goals matter to you. Strategize Internal Growth that Benefits Employees and Customers. McKinsey & Co.

Contact Center 90

Contact Center Customer Service Coaching Metrics 90

SharpenCX

FEBRUARY 25, 2020

And, this hurts you, team morale, and your customers. 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. easily runs into billions of dollars each year. bites nails*.

Call Center 76

Call Center Morale Metrics Abandon rate 76

ProProfs Blog

JUNE 26, 2019

Quantitative survey questions are used to get quantifiable data on key evaluation metrics. Customer Effort Score (CES) is a powerful metric to measure the effort put in by customers when they complete a transaction with you. Net Promoter Score (NPS) is an industry-wide recognized metric that is used to measure customer loyalty.

Surveys 112

Surveys Feedback Education Employee engagement 112

Fonolo

APRIL 5, 2022

And, agent engagement continues to be the catalyst for customer loyalty and revenue. The easiest way to boost employee engagement and retention is to invest in the right call center leader. Agent Engagement Will Be Critical for Contact Centers in 2022. Building up performance metrics; delivering KPI reports.

Call Center 99

Call Center Contact Center Gamification Construction 99

Russel Lolacher

SEPTEMBER 22, 2020

My Experience in Keeping Remote Employees Engaged. These are just a few tactics you can take to help your employees feel more connected. How You are Being Kept Engaged. I reached out to my own network to understand some steps their organization took to help keep them, as remote employees, engaged.

Employee engagement 75

Employee engagement Morale Metrics Personalization 75

Customer Guru

AUGUST 8, 2018

He advises Fortune 500 businesses on customer-centric CX strategy, goals, metrics, and procedures. Her vast experience of over 20 years helps her clients achieve employee engagement, customer loyalty, and overall customer experience. He is also CEO and founder of Beyond Morale, a customer experience consultancy firm.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

ProProfs Blog

MARCH 14, 2019

Employee surveys are tools utilized by organizations to measure engagement, morale, and performance of employees. Additionally, companies also use employee surveys to collect feedback and insights from their employees. This has now led to employee satisfaction surveys, engagement surveys and so on.

Surveys 60

Surveys Morale Employee engagement Feedback 60

Branch Mesenger

MAY 2, 2018

In many instances, you can’t talk about how a business succeeds without first laying the foundation for customer service practices designed around a measurement of employee satisfaction and engagement. They determined that just a negligible increase in engagement netted a specific store a big boost in sales.

Engineering 74

Engineering Morale Employee engagement Big data 74

24-7 InTouch

APRIL 15, 2021

Employee Engagement. In a recent blog post , we highlighted key engagement drivers for at-home employee models, including flexible scheduling and virtual communities. Knowing your employees is an important step in helping them feel engaged and appreciated. . Blended Model.

Contact Center 52

Contact Center Morale Employee engagement Customer Care 52

Serenova

JULY 23, 2019

One of the foundational elements of employee engagement is clear expectations. According to Gallup analytics , workers who strongly agree that their supervisor helps them determine performance goals are nearly eight times more likely to be engaged than those whose supervisors don’t help them set performance goals.

Contact Center 56

Contact Center Gamification Morale Employee engagement 56

ClearAction

NOVEMBER 5, 2017

This takes a toll on morale and staff turnover, which erodes value financially and strategically (e.g. Customer experience vision silos are perpetuated by assumptions, metrics, and processes that aren’t in-sync with the customer experience journey and life cycle. 8 Customer Experience Metric Silos Mask Momentum.

Customer Experience 69

Customer Experience Customer centricity Morale Finance 69

SharpenCX

JULY 9, 2020

When 45% of your agents take a spin through the revolving door to leave your company each year, it isn’t good for morale. You can use metrics like eNPS and Walker’s loyalty matrix to learn how your agents feel about their jobs. Use these 7 metrics to understand agent performance and well-being. Jump to the article.

Coaching 67

Coaching Metrics Contact Center Morale 67

CSM Magazine

SEPTEMBER 13, 2024

In today’s ever changing business environment, the need for effective employee training and development programs has never been more critical. The Importance of Employee Training and Development Every organization thrives on the competencies and capabilities of its workforce.

Morale 52

Morale Metrics Feedback Coaching 52

TechSee

MARCH 7, 2019

With this high turnover presenting a significant challenge to contact centers in terms of cost, productivity and morale, it is not surprising that there’s an ongoing global trend towards fostering agent development and enhancing their day-to-day activities. Today’s limited Virtual Employee Assistants. Gamification.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104