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For more information on fraud prevention through the use of speech analytics and AI, download our whitepaper, Sitel + CallMiner Survey: Preventing Fraud and Preserving CX with AI. Fraudulent callers may not be able to answer particularly personal questions about a customer. Caller fails voice biometrics screening.
In this whitepaper , you’ll read about several significant subplots in 2019: Gamification in the Contact Center. By adding playful elements such as competition, rewards, and recognition in your contact center, you can facilitate and reward learning, creativity, and social and personal growth. Investing in Agents.
When it comes to fostering better behavior and improving morale across your workforce, rewards play a particularly important role. With real-time call quality monitoring , managers can provide personalized feedback and coaching, ultimately resulting in better-performing agents and increased customer satisfaction.
If you are interested in learning about improving performance among your agents and bolstering agent retention within your organization through interaction analytics, take a look at our whitepaper, Understanding How Interaction Analytics Can Reduce Agent Attrition. Room Capacity. Emergency Exits and Protocol.
Simply scanning paper-based manuals into electronic formats, or using legacy knowledge management software does not provide the high-impact, just-in-time information that today’s customers want. In this whitepaper we focus on the information made available to contact center agents.
Download our whitepaper, Understanding How Interaction Analytics Can Reduce Agent Attrition , to learn more about how interaction analytics can help you create a positive company culture and better support your employees to reduce attrition. Just assign the perfect person to address the problem and let others work.
Call center leadership has a significant impact on performance by setting the tone of the workplace and fostering employee morale. Learn more about how gamification can help boost call center agent performance by downloading our whitepaper, Using Gamification to Improve Contact Center Performance. And this goes both ways.
First, let’s take a quick look at the panel of speakers: Nate Brown from UL EHS Sustainability, Jim Rembach from Beyond Morale, Shep Hyken from Shepard Presentations, Rainer Uphoff from Avionline, Omer Minkara from Aberdeen Group, and Shai Berger from Fonolo. WhitePaper: 9 Critical Contact Center Trends for 2018.
Across industries, sales leaders are struggling to keep morale and engagement up while they push for higher revenue, margins and market share. Maybe, deep down, the person fears rejection. View of Abilities: A person’s inner beliefs about whether they have the necessary talents and abilities to be successful in sales.
According to a whitepaper from the UNC Kenan-Flagler Business School , when collaboration permeates organizations, they experience huge bottom-line benefits, including engaged employees, attracting and retaining talent, increased velocity, and profitability. Related: 7 Ways to Drive Cultural Change that Boosts Agent Morale.
Larger organizations might even seek to hire a dedicated person with engagement written into their job description, a new form of CEO or “Chief Engagement Officer”. Communicate the strategic value of the individual – engaged people go above and beyond what is expected of them because they feel part of a purpose larger than themselves.
In contemporary times, the deafening sounds of the outside world via the news, social media, the subway, the radio, the street, and even the phone lines can distract us from our long-term professional and personal goals. My top advice for contact centers is to invest in the morale of the support team. It’s simply become too loud.
Aggressive efforts to eradicate shrinkage in call centers can negatively affect team cohesion, agent training, morale and retention. Personal days. Socializing and personal calls. Off-call activity, from training sessions to bathroom breaks, is an inevitable part of the business. Vacation time. Emergencies. Absenteeism.
Be it the endless menus, the hunting and pecking for options on the keypad, and worst of all, the failure of the system to understand your request, is enough to drive even the calmest person crazy. Agent Fatigue and Low Morale. WhitePaper: CX Trends You Need to Watch in 2018. The Need for Speed.
Download this whitepaper to learn how to prevent, deal with, and follow up on difficult customers. Maybe the person who didn’t take the time to read about the product before purchasing is running low on sleep because of a new baby. They want hyper-personalization. And you need more. Download Now.
Before “customer service” was even a thing, the Seven Deadly Sins existed as a guideline for moral living. WhitePaper] The Guide to Becoming a Top Performing Live Chat Operator. It’s very important to not take things personally. Pride is an interesting contrast to that – especially at a personal level.
Relationship-building skills are vital for success at work and in personal life. In addition to building solid relationships, a business development person should be adept at convincing others. While it’s possible to influence others negatively, moral influence involves understanding and finding common ground.
If a person says clothes, for example, ask them if the clothes are for warm or cold weather. In the second round, give each group a slip of paper with a destination, and ask them to repeat the activity. Then that person will whisper it to the next person and so on and so on, until the last person will declare the message out loud.
WhitePaper] The Guide to Becoming a Top Performing Live Chat Operator. The activities in this eBook can be great training materials to improve customer service or morale in your team. The result is a social media page where personal inquiries, desperate complaints, and more comes in – but nothing goes out. Download Now.
But you just want to make sure that if that person is under Customer Success, they’re very well aligned and working very closely with the Sales Operations Manager. I never had that person. You want to make sure that you’re placing equal weight regardless of how or where this person is living. Do a brainstorm.
It’s a person’s attitudes, beliefs and a genuine desire to create value for customers that separate high-achieving salespeople from the rest. What it doesn’t cover: those factors that influence a person’s inner drive to achieve. And this is where sales training should spend the largest proportion of its focus.
While a few years ago there may have been more of a customer demand for chat bots, DIY online self-services, and service apps to improve the customer experience, this year brands are noting that they should be more customer-centric, personalized, customized, and humane. The moral of the story? Be Special. Be Generous.
The right tools can help unify the call center’s split personality and foster an environment that is both employee- and customer-centric. Opting in,” even for something as simple a Friday on the job, can lead to higher morale. One moment you’re obsessing about workforce engagement, an hour later about service levels.
The downloadable contains scripts for all kinds of scenarios, ranging from greetings to collecting personal information, and can help your live chat team deliver more efficient, quality support immediately. Have a dedicated person from each department receive the feedback, and bring it to the rest of the team. Download Now.
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