SharpenCX

SEPTEMBER 8, 2021

Do customers typically score your company with a 9 or a 10 after they had short wait times and a fast interaction? But to take advantage of the benefits that come with engaged employees and happier, more loyal customers, it’s crucial that you, as a manager, invest resources to engage your team.

Customer advocacy 128

Customer advocacy Contact Center Surveys Coaching 128

Russel Lolacher

JUNE 15, 2021

There are some great resources on employee experience but certainly not nearly as much as around the customer experience. Employee engagement hovers around 9,000. Make the employee feel special and appreciated. You call it processing time. The customer sees it as wait time. That says a lot.

Customer Service 128

Customer Service Journey mapping Surveys CRM 128

Virtual Live Labs

SEPTEMBER 30, 2020

Organizations are now understaffed, and customers grow weary of the messages on the IVR addressing the long wait times. Now leadership wants to make employees “more accountable,” and the cycle continues. Employees can become more and more unattached to their customers, their co-workers and leadership. It never will.

Coaching 130

Coaching Contact Center Employee engagement Accountability 130

Virtual Live Labs

SEPTEMBER 30, 2020

Organizations are now understaffed, and customers grow weary of the messages on the IVR addressing the long wait times. Now leadership wants to make employees “more accountable,” and the cycle continues. Employees can become more and more unattached to their customers, their co-workers and leadership. It never will.

Coaching 130

Coaching Contact Center Employee engagement Accountability 130

Comm100

APRIL 26, 2022

Government phone support often sees citizens frustrated by long wait times and outdated systems. One study found that disengaged workers cause as much as 60% more errors than engaged employees. To improve employee engagement and satisfaction in government CX, it’s essential to provide agents with the right tools.

Government 98

Government Wait times Healthcare Employee engagement 98

Fonolo

SEPTEMBER 21, 2021

Did you know that managers are responsible for 70% of employee engagement ? By inviting feedback from agents, you improve their engagement by making them feel heard. Did you know that #CallCenter managers are responsible for 70% of employee engagement? CCTR #ContactCenter Click To Tweet. Measure the right KPIs.

Call Center 81

Call Center Abandon rate Management First call resolution 81

ProProfs Blog

MARCH 5, 2019

A figure that stresses the importance of employee engagement and feedback in current times – the Employee Engagement Benchmark study conducted by Tempkin Group in 2016 , found that. times as many engaged employees as compared to those in customer experience laggards.

Feedback 88

Feedback Customer Experience Abandon rate Call Logging 88

Noble Systems

MARCH 30, 2020

In many cases, this exponential increase in call volume is causing a number of related issues , from excessive wait times and higher average hold times, to more disconnects than ever before and more frustrated customers, where patience may already be in short supply. Analytics keeps agents on track with new KPIs.

Management 90

Management Gamification Contact Center Coaching 90

Calabrio

MARCH 22, 2025

Workforce planners: These specialists forecast call volume and customer demand, and optimize agent scheduling to ensure adequate staffing levels and minimize customer wait times. Enable real-time insights and responses Workforce planning doesnt end with the creation of the schedule.

Best practices 52

Best practices Contact Center Management Call Center 52

Fonolo

OCTOBER 11, 2022

Long wait time. You can use positive feedback to boost employee engagement. This is a great multiple-choice question. Low FCR rates are worth exploring, and this question does just that. You might offer options like: Poor technology or connection. Unhelpful agent. Escalation. Are you satisfied with our service?

Surveys 99

Surveys Call Center Interactive Voice Response First call resolution 99

Fonolo

NOVEMBER 23, 2017

Okay, okay, we’ve spelled out why hold times are so terrible, but unfortunately they are still a regular occurrence. Here are 5 things you can do to make it through those long, lonely, wait times: 1. It’ll definitely take your mind off waiting, and in the end you’ll have something to show for all that “wasted” time.

Self service 86

Self service Wait times Morale Call Center 86

Etech GS

SEPTEMBER 25, 2019

Software allows employers to use data to provide objective feedback to employees and make effective adjustments. Some key data that managers should employ tech to track in a cell center environment include the following: • Average customer wait time. Average handling time. Average talk time. Conversation rate.

Call Center 69

Call Center Management call center workforce Upselling 69

Taylor Reach Group

JANUARY 6, 2023

We have seen more than 20 months of long wait times due to “higher than normal contact volumes”. . We have seen Contact Centers struggle to find and retain workers. More candidates were ghosting, and current workers reconsidered what they want to do and be when they “grow-up”.

Contact Center 117

Contact Center Healthcare Consulting Consulting 117

Customer Interactions

JULY 7, 2015

Shorter wait times? The employees deserve just as much TLC. 2014 is the year to shift the focus from the customer to the employee. It’s easy for organizations to get caught up trying to please their customers in every way possible. Loyalty programs? But must the focus be solely on the customer?

Employee engagement 28

Employee engagement Wait times 28

NICE inContact

SEPTEMBER 27, 2019

While wait times had historically been a problem for Empire, two new features quickly reduced wait times and abandon rates: skills-based routing and the callback feature. More employee engagement, Check, check. Empire Today now? Improved efficiency. Increased customer satisfaction.

Abandon rate 54

Abandon rate Contact Center Wait times Interactive Voice Response 54

Serenova

APRIL 16, 2020

When employees feel supported, they perform better, making it easier to maintain business continuity in the short-term. Employee care programs also have a long-term impact on employee engagement , productivity, loyalty and retention. A Cloud-based Support Center for a Global Workforce.

Interactive Voice Response 96

Interactive Voice Response contact center workforce Contact Center Finance 96

Fonolo

MARCH 3, 2022

How can managers promote productivity , ensure employee engagement, and satisfy customers while managing a virtual call center? If you notice any dips in customer satisfaction or increases in wait time, these are the moments to roll up your sleeves and join the floor. Sometimes metrics don’t tell you the whole story.

virtual call center 87

virtual call center Call Center Management call center software 87

Fonolo

JANUARY 31, 2022

Agent productivity can be influenced in a number of ways, from employee engagement programs to supplementary training to adopting the right contact center tools to help them perform at their best. Learn how you can better your team performance below… How to Foster Agent Engagement in a Hybrid Contact Center.

Call Center 87

Call Center Average Handle Time Agent burnout Contact Center 87

SharpenCX

DECEMBER 4, 2019

There’s no knocking that employee engagement and meaningful work directly impact productivity. Gallup found engaged employees produce 1 7 % more than their disengaged co-workers. And Glassdoor’s recent study on the link between employee satisfaction and CSAT quantifies the impact further. Reduced wait times.

Contact Center 67

Contact Center Customer Experience Wait times Contact center software 67

Expivia

SEPTEMBER 2, 2021

Service level : How many calls were handled at a given time? Average speed of answer : How long did the callers wait before an agent answered? Longest delay : What was the longest wait time? Agent sentiment reports let you know about efficiency issues, training needs, and employee satisfaction.

Call Center 96

Call Center Average Handle Time Benchmark Best practices 96

Call Experts

DECEMBER 12, 2019

Consumers can be demanding, and at this time of year, their needs should be at the forefront of every business owner's mind. For too many customers, this also means longer wait times. This helps us forecast our holiday traffic trends and understand which days and weeks will most likely hit peak times in call volume.

Contact Center 69

Contact Center Wait times Journey mapping Interactive Voice Response 69

NICE inContact

AUGUST 12, 2019

While workforce management is a discipline with many detailed moving parts, WFM activities really boil down to four basic components – forecasting, scheduling, intraday management, and employee engagement. 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

SharpenCX

JUNE 23, 2021

Watch your agent’s efficiency, and see if they have the tools they need to maintain pace with customer demands and keep wait times at bay. The average agent hold time tracks the length of time agents actively put customers on hold after answering the interaction. Are your customers hanging up while in the queue?

Contact Center 101

Contact Center Abandon rate Management Metrics 101

Transparent BPO

AUGUST 13, 2019

Customers are tired of long wait times, being passed from channel to channel or agent to agent, constantly repeating themselves, and, worse, not getting their problems resolved. Engaged agents, on the other hand, help drive up customer satisfaction and positively impact ROI.

Contact Center 85

Contact Center Customer Experience Gamification Interactive Voice Response 85

Call Experts

DECEMBER 18, 2019

6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences. Employee engagement trends that lead to company growth! Your customers, old and new, will experience exceptional service and shorter wait times. FCC blocks Robo-Calls.

Interactive Voice Response 81

Interactive Voice Response Journey mapping Contact Center Call Center 81

Playvox

JULY 18, 2022

Contact center agent attrition rates are particularly high because of low employee engagement and high stress. Gallup found that 74% of employees reported burnout in 2021, but that some employees have no signs of burnout. Reduces Wait Time And Increases First Contact Resolutions.

Contact Center 73

Contact Center Technology Employee engagement Cloud contact 73

Creative Virtual

OCTOBER 6, 2020

A direct quote of the explanatory theme for this Customer Service Week says: “The impact of events affecting the world today have changed the way in which companies and their employees engage with customers.”

Virtual Agent 52

Virtual Agent Wait times Chatbots Employee engagement 52

CSM Magazine

NOVEMBER 25, 2020

Start by giving them the tools to do their job to the best of their ability, and make time for line managers to build rapport with their staff, so that they can support and nurture them. According to Gallup there are several factors in driving positive employee engagement. Andrew Tucker, Success Manager at Cirrus explains.

Abandon rate 59

Abandon rate Employee engagement Cloud contact Wait times 59

Call Experts

JANUARY 8, 2020

6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences. Employee engagement trends that lead to company growth! Your customers, old and new, will experience exceptional service and shorter wait times. FCC blocks Robo-Calls.

Journey mapping 78

Journey mapping Interactive Voice Response Contact Center outsourcing 78

NICE inContact

AUGUST 12, 2019

While workforce management is a discipline with many detailed moving parts, WFM activities really boil down to four basic components – forecasting, scheduling, intraday management, and employee engagement. 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

Call Experts

FEBRUARY 19, 2020

6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences. Employee engagement trends that lead to company growth! Your customers, old and new, will experience exceptional service and shorter wait times. FCC blocks Robo-Calls.

Customer Experience 80

Customer Experience Journey mapping Interactive Voice Response Self service 80

SharpenCX

MAY 20, 2020

If you’re understaffed and buried in interactions, let your customers know wait times will be unruly. Build in time for agents to put customers at ease and encourage emotional connections. Employee engagement surveys from our friends down the street at Emplify prove that right now, we’re pretty exhausted.

Management 84

Management Coaching Contact Center Contact center software 84

Call Experts

JANUARY 29, 2020

6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences. Employee engagement trends that lead to company growth! Your customers, old and new, will experience exceptional service and shorter wait times. FCC blocks Robo-Calls.

Customer Experience 78

Customer Experience Journey mapping Contact Center Interactive Voice Response 78

Calabrio

MARCH 25, 2025

In fact, research has found that: Companies with an active VoC program spend 25% less on customer retention Companies with mature VoC programs also drive higher employee engagement and lower customer service costs Discover top Voice of the Customer best practices to improve your VoC program.

Journey mapping 52

Journey mapping Contact Center Analytics Surveys 52

Call Experts

JANUARY 15, 2020

6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences. Employee engagement trends that lead to company growth! Your customers, old and new, will experience exceptional service and shorter wait times. FCC blocks Robo-Calls.

Chatbots 72

Chatbots Journey mapping Interactive Voice Response outsourcing 72

GetFeedback

MAY 9, 2019

Employee engagement : Employees have to be fluent in the company’s CX goal and strategy. This could mean reducing customer wait time for speaking with a support agent, improving the product or website UX to remove pain points, etc. Once you’ve identified these opportunities, you take action.

Customer Experience 134

Customer Experience Journey mapping Metrics Customer centricity 134

Call Experts

AUGUST 2, 2019

6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences. Employee engagement trends that lead to company growth! Your customers, old and new, will experience exceptional service and shorter wait times. Impact of Customer Experience on Churn and Retention.

outsourcing 68

outsourcing Call Center Answering services Contact Center 68