SharpenCX

MAY 26, 2020

And it’s easy to think that once a consumer becomes a customer and pays for your product or service, the hard work is done, right? Download Now: See what Frost & Sullivan say are the most important trends impacting contact centers. Upping the frequency of your customer service training doesn’t have to feel daunting.

Contact Center 128

Contact Center Customer Service Coaching Customer Experience 128

Calabrio

APRIL 23, 2025

It connects quality data, adherence and scheduling metrics, interaction trends, sentiment indicators, and moremaking it easier to spot patterns and take action. One financial services customer built a customized Auto QM program to track compliance with mandatory disclosures. The result? One source of truth. Insights user 2.

Contact Center 52

Contact Center Coaching Schedule adherence Agent burnout 52

Calabrio

FEBRUARY 7, 2025

Transformed forecast accuracy : Contact center WFM tools excel at gathering and analyzing vast tracts of historical data to identify trends and forecast workloads accurately. This type of flexible scheduling promotes employee wellbeing, helping staff to determine their work-life balance without impacting the contact centers service levels.

Contact Center 52

Contact Center Management Schedule adherence Service level 52

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

Expivia

SEPTEMBER 2, 2021

From daily performance reports to identifying seasonal trends, reporting is an art form in the call center that defines the past, present, and future of your organization. Service level : How many calls were handled at a given time? Snapshot Reports – Monthly Volume Trend. Interval Trend Report.

Call Center 96

Call Center Average Handle Time Benchmark Best practices 96

SharpenCX

OCTOBER 6, 2021

Whether your agents are burnt out or bored, it’s important to optimize workflows to increase employee engagement. Do data trends show you days of the week or time frames where customer problems often pop up? How does one strategy affect your productivity and service levels? Categorize your customer inquiries.

Contact Center 128

Contact Center Coaching Metrics Employee engagement 128

TechSee

APRIL 26, 2021

With today’s digital-first mentality, the need for remote support, and enhanced employee engagement, brands are recognizing the need to add ‘eyes’ to their contact center offerings – visual strategies are the hottest trend right now. Vision: A key element for transforming contact centers .

Contact Center 109

Contact Center Self service Upselling Call Center 109

Callminer

OCTOBER 3, 2019

Only 29 percent of IT organizations rate their ability to keep pace with technology trends as excellent. Keep the three key factors of employee engagement in mind. The top three drivers of employee engagement – getting emotional commitment to an organization and its goals – are Growth, Recognition and Trust.

Call Center 186

Call Center Morale Employee engagement Customer centricity 186

ProProfs Blog

DECEMBER 14, 2018

Not only can business trends be documented and found with a help desk software, like ProProfs Help Desk but other applications or surveys can be implemented. The software helps to design a response process and SLA, basically, customize to meet the organizational goals with respect to the customer service. Employee engagement drives CX.

Surveys 142

Surveys Customer Support Metrics call center software 142

Expivia

MARCH 11, 2021

Identifying the trends and patterns in all your data can help you determine what you should expect. You always need to think of unforeseen or emerging trends. Every call center is different, so make sure you know the trends. Answer Time and Service Level. You only need to examine the data you already have.

call center workforce 98

call center workforce Call Center Management Average Handle Time 98

Aria Solutions

MARCH 8, 2018

In other words, satisfaction of your employees has a direct impact on your customers’ loyalty, and therefore on your revenue and profits. While leadership, employee engagement, and other HR related measures obviously play a big role, the importance of technology in the workplace is steadily increasing.

CRM 48

CRM Employee engagement Contact Center Sales 48

Aria Solutions

MARCH 8, 2018

In other words, satisfaction of your employees has a direct impact on your customers’ loyalty, and therefore on your revenue and profits. While leadership, employee engagement, and other HR related measures obviously play a big role, the importance of technology in the workplace is steadily increasing.

CRM 48

CRM Employee engagement Contact Center Sales 48

Aria Solutions

MARCH 8, 2018

In other words, satisfaction of your employees has a direct impact on your customers’ loyalty, and therefore on your revenue and profits. While leadership, employee engagement, and other HR related measures obviously play a big role, the importance of technology in the workplace is steadily increasing.

CRM 48

CRM Employee engagement Contact Center Sales 48

Transparent BPO

AUGUST 13, 2019

Make It Easier to Do Business Reversing the trend in customer dissatisfaction demands that we make it easier for customers to do business with us. Engaged agents, on the other hand, help drive up customer satisfaction and positively impact ROI. That’s why increasing employee engagement is a big deal here at Transparent BPO.

Contact Center 85

Contact Center Customer Experience Gamification Interactive Voice Response 85

Up Your Service

MARCH 5, 2016

REI), bucked this trend. 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.

Customer Service 66

Customer Service Banking Employee engagement Call Center 66

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

Fonolo

JANUARY 29, 2019

You may know a few of these already, but trust us: It never hurts to revisit some of the pivotal advancements, trends, stats, and interesting facts that have made waves in the call center industry (both past and present). Gamification is the future of employee engagement and attrition for the call center. That’s a whopping 25.2%

Call Center 85

Call Center Airlines Contact Center Self service 85

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

SharpenCX

FEBRUARY 10, 2021

The only way to sustain service levels is to learn what’s really happening in your contact center. Here’s how you can use customer service data to inform your decisions and deliver the customer experience your customers beg for this year. Your hold times, your service levels, and your abandon rates all fall into this category.

Contact Center 76

Contact Center Customer Service Metrics Call Center 76

NICE inContact

AUGUST 12, 2019

The ability to achieve the “right” staffing mix has a direct impact on customer service metrics like service levels (SLA), average speed of answer (ASA), and customer satisfaction (CSAT). Check back soon for Part two of the series, where we will address intraday change management and employee engagement!

Contact Center 59

Contact Center Management contact center workforce Employee engagement 59

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. Real-Time Speech Analytics (RTSA) provides real-time screening, as calls are in progress, for more proactive services.

call center software 80

call center software Call Center Technology Contact center software 80

SharpenCX

MAY 20, 2020

And, you’ve culled through tips on how to engage remote teams and keep productivity pulsing through your dispersed workforces. But trends tell us that remote work won’t vanish any time soon. 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

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. Other companies may be rapidly growing week over week so we use historical trends to predict future growth.

Management 74

Management Contact Center Average Handle Time Service level 74

NICE inContact

AUGUST 12, 2019

The ability to achieve the “right” staffing mix has a direct impact on customer service metrics like service levels (SLA), average speed of answer (ASA), and customer satisfaction (CSAT). Check back soon for Part two of the series, where we will address intraday change management and employee engagement!

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

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

COPC

MARCH 11, 2022

Managing/leveraging outsourced service providers. Attracting & retaining top talent to meet service levels. Significant labor market trends may be the primary cause of a particular contact center’s hiring and retention challenges. Key drivers affecting labor markets.

Contact Center 85

Contact Center Customer Support outsourcing Marketing 85

DMG Consulting

JANUARY 10, 2022

While it’s understandable that agents need to adhere to an agreed-upon set of working hours for a contact center to meet its service level (response time) commitments to customers, demanding overly high occupancy rates (the percentage of time that agents are required to be available to handle interactions) is not a good practice.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

Noble Systems

SEPTEMBER 29, 2020

Workforce Management – WFM includes robust forecasting and staffing management that let you create schedules that put the right resources in the right place at the time, and then tracks schedule adherence so you can make adjustments to meet service level goals.

Management 86

Management Gamification Quality management Schedule adherence 86

Playvox

MARCH 21, 2024

Let’s take a deeper look at the factors that influence employee engagement and morale. Definition of Agent Morale Agent morale refers to the overall satisfaction, motivation, and mental well-being of customer service representatives in a contact center. All of this leads to better agent morale.

Morale 90

Morale Contact Center Quality management Coaching 90

Up Your Service

MARCH 5, 2016

REI), bucked this trend. 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.

Customer Service 40

Customer Service Banking Employee engagement Call Center 40

Outsource Consultants

JANUARY 9, 2025

Omnichannel solutions give agents access to customer information and interaction history across all channels, resulting in more personalized and efficient service. Workforce Management Tools Optimize Operations Effective workforce management maintains high service levels while controlling costs.

Contact Center 67

Contact Center Gamification outsourcing Self service 67

Hodusoft

OCTOBER 19, 2023

Continuous Learning and Quality Monitoring : Ongoing learning and development programs are required to keep agents up-to-date with the latest technologies and industry trends. Make use of predictive analytics to determine future costs based on historical data and trends. It is equally important to forecast future costs.

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

CSM Magazine

OCTOBER 17, 2023

These are trends that apply equally to the world of customer service. Put Employee Engagement First When employees are disengaged and feel out of control, they are generally less productive and more likely to leave—the worst-case scenario in a tight labour market.

Customer centricity 52

Customer centricity Coaching Employee engagement Surveys 52

CSM Magazine

DECEMBER 15, 2022

If you can enable, empower, and engage your agents, you provide better interactions, which leads to higher customer retention. Now is a good time to pause and reflect on support center activity and trends by refining what we have learned and building on experiences to make agents, processes, and operations the best they can be in 2023.

Contact Center 52

Contact Center Customer emotions Morale Quality management 52

SharpenCX

MARCH 30, 2021

Employee engagement: How engaged are my agents? Does our call center technology offer tools to help predict service levels and keep up with customer expectations? Look for trends and triggers in your data so you get a grasp on the entire customer journey and how your call center technology helps (or hurts) it.

Call Center 67

Call Center Technology Customer Experience Contact Center 67

Playvox

JANUARY 11, 2024

Call center workforce management is the art and science of having the right number of agents available at the right times to answer an accurately forecasted volume of incoming customer contacts at the service level standard set by a contact center while minimizing cost. Leaders must set the tone for everyone else to follow.

Call Center 52

Call Center Schedule adherence call center workforce Management 52