Contact Center Pipeline

JULY 31, 2018

Our most-read posts in July included something for everyone—including insightful suggestions for improving employee engagement by top industry leaders; a two-step process to help you stay on target to meet monthly or weekly service level goals; a look at how customer experience is driving new levels of business growth; why customer satisfaction survey (..)

Employee engagement 100

Employee engagement Surveys Service level Customer Experience 100

Fonolo

SEPTEMBER 28, 2021

According to research from the Harvard Business Review, 71% of managers surveyed said employee engagement is an important factor in the overall success of a company. They motivate employees through goal setting, help resolve conflicts, and play a large role in improving employee morale. Remember the acronym S.M.A.R.T

Call Center 150

Call Center Management Agent burnout Employee engagement 150

Callminer

OCTOBER 11, 2018

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Employee engagement.

Call Center 561

Call Center Metrics Contact Center Wait times 561

TMP Direct

DECEMBER 18, 2024

Customer Communication: Keep customers informed of potential delays or service changes to manage expectations. Employee Engagement: Recognize employee efforts and provide support to manage stress. Engaged and motivated employees are essential for maintaining high service levels during the holiday season.

Employee engagement 52

Employee engagement Service level Technology Sales 52

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. But be warned: gathering this information and not doing anything with it can backfire and create disengaged employees.

Call Center 138

Call Center Contact center software Abandon rate Self service 138

Calabrio

FEBRUARY 7, 2025

Having timely data-driven insights means WFM strategies can be refined to improve back office performance, which in turn helps contact center agents deliver a higher standard of customer service.

Contact Center 52

Contact Center Management Schedule adherence Service level 52

Fonolo

DECEMBER 5, 2019

The experience is delivered by the employees.” ” It’s no surprise then that the organizations providing the best customer experience are also leading the way in their employee engagement ratings. Metric #4: Service Level. The industry standard for FCR is 70-75%. How does yours measure up?

Call Center 125

Call Center Metrics First call resolution Contact Center 125

SharpenCX

AUGUST 31, 2021

When organizations practice transparency with their employees, they see greater success in several areas. They have increased employee engagement, a stronger company culture, and foster a comfort that empowers employees to communicate freely. Transparency is key when you’re managing a successful team.

Call Center 128

Call Center Metrics Benchmark Contact Center 128

Fonolo

NOVEMBER 7, 2018

Feast your eyes on the infographic below (along with the accompanying Coles notes) which acts as a handy cheat-sheet for those looking to revitalize their contact and call centers with simple changes (including gamification, service levels, and call-backs), all of which will continue to shape the landscape in 2019. Service Levels.

Contact Center 182

Contact Center Gamification Abandon rate Call Center 182

Callminer

OCTOBER 3, 2019

.” – Tim Cook, as told to Catherine Clifford, 5 traits Tim Cook looks for in an Apple employee , Make It (CNBC); Twitter: @CatClifford. . Keep the three key factors of employee engagement in mind. Shannon, Kevin Kruse’s Quick Tips for Employee Engagement , TINYpulse; Twitter: @Kruse. .

Call Center 186

Call Center Morale Employee engagement Customer centricity 186

COPC

JANUARY 13, 2023

In this article, we use data from the following research reports to demonstrate how training and development can function as an employee retention strategy: COPC Inc. Employee Engagement Research, Global Report. Reviews often center around employee performance KPI goals and career development. .

Benchmark 79

Benchmark Employee engagement Contact Center Coaching 79

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 Coaching Customer Service Customer Experience 128

Monet Software

JUNE 10, 2021

Many contact center managers, however, don’t realize how much more value their scheduling activity can deliver to employees, beyond letting agents know when to show up for shifts. 1 Start with Data. If you need help boosting accuracy, we’ve got some forecasting advice here. They enjoy a manageable but motivating pace. #2

contact center workforce 122

contact center workforce Average Handle Time Schedule adherence Inbound sales 122

CX Global Media

JULY 12, 2019

You can never give agents schedules that they like and still meet service level!” See who strategic growth in thinking outside the box can help your company build a highly executable and repeatable model that engages agents and reduces attrition. EXPERT SESSION – Creating A Dynamic Culture Through Employee Engagement.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

TechSee

APRIL 26, 2021

These touchpoints through systems, services, and products ultimately foster brand loyalty and strengthens relationships with the brand – all benefits that drive revenue. Vision: A key element for transforming contact centers . Creating a visual interaction between an agent and a customer in need of assistance is the fastest path to success.

Contact Center 109

Contact Center Self service Upselling Call Center 109

Noble Systems

JULY 24, 2020

Workforce Management (WFM) is the art of having the right number of skilled people, and supporting resources, in the right place at the right time to meet the desired service levels for an accurately forecasted workload. GAMIFICATION & COLLECTOR ENGAGEMENT to Create Happier Employees – and Happier Customers.

Call Center 87

Call Center Technology Gamification Morale 87

SharpenCX

OCTOBER 6, 2021

Whether your agents are burnt out or bored, it’s important to optimize workflows to increase employee engagement. How does one strategy affect your productivity and service levels? It’s nearly impossible to have happy customers when your employees are unhappy. Assess your data and the survey results.

Contact Center 128

Contact Center Coaching Metrics Employee engagement 128

SharpenCX

JUNE 23, 2021

Service level. Service level is a fundamental metric. Your service level tells you how accessible your contact center is to your customers.It’s a metric that helps you evaluate customer demand and staff appropriately for their needs, and it’s a great place to start when you look at KPIs.

Contact Center 101

Contact Center Abandon rate Management Metrics 101

Up Your Service

MARCH 5, 2016

“REI actually cares about me” stated one employee I spoke to. This points directly to the relationship between employee engagement and customer satisfaction. Organizations known for service excellence almost always have high employee engagement scores. That’s why I love working here.”

Customer Service 66

Customer Service Banking Employee engagement Call Center 66

Expivia

MAY 4, 2021

But if you become too efficient, your customer service levels suffer. SLA (service level agreement) and ASA (average speed of answer) aren’t as crucial as you think when compared to new metrics of sentiment, CSAT (customer satisfaction), and NPS (net promoter score). Don’t Depend on Self-Service Only. Here’s why.

Customer Service 86

Customer Service Interactive Voice Response Call Center Average Handle Time 86

Fonolo

MARCH 17, 2022

But strong call center management is essential in managing call center operations, quality monitoring, and employee engagement — among a long list of tasks that ensure the center meets its day-to-day goals. For these reasons, hiring an effective all center manager should be a vital goal for all call center leaders. Avoiding questions.

Call Center 91

Call Center Management call center software Average Handle Time 91

Expivia

SEPTEMBER 2, 2021

Service level : How many calls were handled at a given time? Bonus tip : Adding service level reports to those intervals can add an extra level of information. Agent sentiment reports let you know about efficiency issues, training needs, and employee satisfaction. Skills : What skills were needed that day?

Call Center 96

Call Center Average Handle Time Benchmark Best practices 96

Expivia

MARCH 11, 2021

Answer Time and Service Level. The industry average for service level and answer time is 80/30. And we found a balance between great customer service and employee engagement. Knowing your call center’s average handle time is crucial to running an effective contact center.

call center workforce 98

call center workforce Call Center Management Average Handle Time 98

Robert Davis

APRIL 7, 2020

Now that your people are working from home because of COVID-19, how do you keep them engaged? How do you help them balance all of those KPIs when service levels are still suffering? Your supervisors need these people skills that build employee engagement. How do you keep them focused on their KPIs? Coordinate.

Contact Center 62

Contact Center Coaching Virtual Agent Employee engagement 62

Call Center Weekly

APRIL 27, 2018

If all goes well, service levels have been met, CSAT or NPS will be satisfactory and you may actually have time to take an uninterrupted lunch. At the end of the week, month or quarter, we review performance levels and take pride in the success of our centers. Such is the life of the contact center manager.

Government 120

Government Metrics Call Center Contact Center 120

Taylor Reach Group

JANUARY 6, 2023

They will rationalize and rebalance their staffing and service levels for all contact channels. We have seen more than 20 months of long wait times due to “higher than normal contact volumes”. . I think in the coming year we are going to see the rightsizing of Contact Centers.

Contact Center 117

Contact Center Healthcare Consulting Consulting 117

Playvox

MARCH 1, 2022

Service levels could suffer, and besides, training costs money. In large contact centers, it can take dozens of classroom sessions to train all agents from all shifts without sacrificing service levels. Career development is important to most workers and can affect employee satisfaction and loyalty.

Contact Center 83

Contact Center Call Center Service level Employee engagement 83

Customer Guru

JULY 20, 2018

They align every single employee of the organization with their customer-centric ideas. They understand the importance of employee engagement. Such leaders understand that engaged employees will lead to engaged customers. They ensure that exceptional service levels are encouraged and rewarded.

Customer centricity 110

Customer centricity Metrics Coaching Employee engagement 110

Calabrio

FEBRUARY 25, 2025

These capabilities are designed to optimize staffing levels, minimize overstaffing or understaffing, and ensure service level targets are met. In 2023, Genesys began offering the standalone Genesys Cloud EX solution focused on employee engagement.

Management 52

Management contact center workforce Schedule adherence Contact Center 52

SharpenCX

JANUARY 21, 2020

Service Level. Service Level, similar to Customer Satisfaction, is a broad, all-encompassing metric. It’s in our rundown of what metrics to measure because it’s super useful for measuring service efficiency of your inbound contact center. Service Level is best used as an efficiency metric.

Metrics 76

Metrics Contact Center Abandon rate Coaching 76

NICE inContact

AUGUST 22, 2019

In Part Two, we will seek to address intraday management and employee engagement as components of a WFM program. Employee engagement. In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. Intraday management. Schedule changes.

Contact Center 54

Contact Center Management contact center workforce Employee engagement 54

NICE inContact

AUGUST 22, 2019

In Part Two, we will seek to address intraday management and employee engagement as components of a WFM program. Employee engagement. In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. Intraday management. Schedule changes.

Contact Center 54

Contact Center Management contact center workforce Employee engagement 54

Noble Systems

APRIL 21, 2020

Quality Monitoring – The ability to monitor and manage resources and service levels, observe agent activities and calls, and view system activities, phone lines, and queues.

call center software 80

call center software Call Center Technology Contact center software 80

Customer Service Life

APRIL 16, 2018

Here’s a working definition to get us started: Workforce management in the contact center is about predicting the staffing required to handle customer contact volumes within a desired service level. Service level goal – This is the percentage of customer interactions we want to handle or respond to in X number of minutes or hours.

Management 74

Management Contact Center Average Handle Time Service level 74

SharpenCX

MAY 20, 2020

Pad agent schedules with extra time, and keep in close communication with your workforce, so you can keep your service level standards high and be the manager your team needs – no matter the circumstances. . Leave room for longer customer interactions in service-level forecasting. That’s where you come in.

Management 84

Management Coaching Contact Center Contact center software 84

Fonolo

JANUARY 29, 2019

Gamification is the future of employee engagement and attrition for the call center. This keeps your employees happy and your call center on point! The 80/20 service level metric used by call centers does not, in fact, fit for most call centers. That’s a whopping 25.2% Read more about why here.

Call Center 85

Call Center Airlines Contact Center Self service 85

ProProfs Blog

DECEMBER 14, 2018

The software helps to design a response process and SLA, basically, customize to meet the organizational goals with respect to the customer service. Workflow rules can be set up around priorities, filters, and service level agreements. We’ve found that the more tools employees have at their disposal, the more engaged they are.

Surveys 142

Surveys Customer Support Metrics call center software 142