CCNG

JANUARY 4, 2023

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 white paper we focus on the information made available to contact center agents.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Spearline

APRIL 7, 2021

In this white paper, we examine the efficiencies and quality improvements that can be achieved through the use of appropriate vendor management techniques. This is critical to ensure that organizations are providing their customers with the optimal experience, increasing brand reputation, employee morale and revenues.

Telecommunications 69

Telecommunications Morale Benchmark Management 69

Fonolo

DECEMBER 5, 2017

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. White Paper: 9 Critical Contact Center Trends for 2018.

Customer Service 75

Customer Service Management Call Center Morale 75

Taylor Reach Group

NOVEMBER 30, 2018

After all why would we want home agents, speech recognition, higher quality or better staff morale and management? Days filled with meetings, limits interaction with direct reports, free time to review news stories, white papers, technology articles etc. I hope you can sense my sarcasm here.

Contact Center 111

Contact Center Average Handle Time At home agents First call resolution 111

Integrity Solutions

JANUARY 15, 2020

Across industries, sales leaders are struggling to keep morale and engagement up while they push for higher revenue, margins and market share. Our white paper Selling in Sync: What to Do When Conflicting Beliefs Create a Sales Roadblock takes an in-depth look at four profiles of salespeople whose beliefs and values are out of alignment.

Sales 80

Sales Coaching Banking Morale 80

Transparent BPO

NOVEMBER 12, 2019

When turnover runs rampant in the contact center, institutional knowledge is lost, productivity drops, the quality of service decreases, and employee engagement and morale go down. Download the infographic or white paper here. But agent attrition has always been a burden on a company’s bottom line.

Contact Center 73

Contact Center Abandon rate outsourcing Morale 73

Callminer

APRIL 21, 2020

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 white paper, Using Gamification to Improve Contact Center Performance. Matt Skoglund. LawnStarter.

Call Center 182

Call Center Management Scripts Coaching 182

Callminer

MAY 11, 2020

Download our white paper, 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. Poses a risk not just for customers but for overall employee morale as well.

Management 273

Management Customer Experience Customer Service Coaching 273

Playvox

NOVEMBER 3, 2021

According to a white paper 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.

Contact Center 103

Contact Center Calibration Construction Morale 103

teleopti

APRIL 30, 2019

Think about infusing AI into the employee experience – consider deploying artificial intelligence methods such as Chatbots to enhance internal communication and employee morale. Cut back on time-consuming staff monitoring and instead use bots that learn from existing data to help people manage their work-life balance.

Employee engagement 80

Employee engagement Management Self service Strategic Value 80

Fonolo

AUGUST 29, 2018

Here, experts and influencers in the CX and CS industries give us incredibly valuable soundbites on best practices, boosting morale, improving performance, implementing technology, building partnerships, and delivering a well-orchestrated customer support offering to your burgeoning audience of customers. “My

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

Monet Software

DECEMBER 4, 2019

Aggressive efforts to eradicate shrinkage in call centers can negatively affect team cohesion, agent training, morale and retention. To get a better handle on the many factors affecting profitability–from facility costs and technology needs to occupancy forecasts and average answer time estimates– download our white paper. . “

Schedule adherence 15

Schedule adherence Management Contact Center Call Center 15

Fonolo

JUNE 28, 2018

Agent Fatigue and Low Morale. White Paper: CX Trends You Need to Watch in 2018. A clear sign of zeroing out will be based on your containment rate – the amount of customers who abandoned or transferred out of the IVR to speak with an agent. Your front-line staff are just as important as your callers. The Need for Speed.

Interactive Voice Response 52

Interactive Voice Response Call Center Morale Analytics 52

Comm100

OCTOBER 17, 2017

Before “customer service” was even a thing, the Seven Deadly Sins existed as a guideline for moral living. White Paper] The Guide to Becoming a Top Performing Live Chat Operator. White Paper] The Guide to Becoming a Top Performing Live Chat Operator. avaritia / Greed. acedia / Sloth. ira / Wrath. invidia / Envy.

Customer Service 59

Customer Service Morale Interactive Voice Response Banking 59

Comm100

OCTOBER 25, 2017

Download this white paper to learn how to prevent, deal with, and follow up on difficult customers. The activities in this eBook can be great training materials to improve customer service or morale in your team. [Free Download] How to Deal with Difficult Customers over Live Chat. And you need more. Download Now.

Morale 159

Morale Customer Service Scripts Personalization 159

Andrew Mcfarland

SEPTEMBER 21, 2022

While it’s possible to influence others negatively, moral influence involves understanding and finding common ground. In this case, you can provide them with content like e-books, webinars, and white papers. You might risk a career crash if you don’t have these skills. Analyzing trends.

Morale 48

Morale Sales Scripts CRM 48

Comm100

JUNE 16, 2016

The idea here is not only to raise team morale, but actively engages them in considering what a customer is really looking for when they seek help from one of your team members. Download this white paper to learn how to deal with and follow up on difficult customers. Duration: 10-15 minutes. Download Now.

Customer Service 75

Customer Service Personalization Morale 75

Comm100

OCTOBER 11, 2017

White Paper] 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 activities in this eBook can be great training materials to improve customer service or morale in your team.

Customer Service 61

Customer Service Customer Care Morale Marketing 61

ChurnZero

SEPTEMBER 30, 2021

I did find the one that Chris Hicken wrote from NuffSaid that said really valuable, probably the most robust white paper, on CS Operations. A: The CS leader is definitely responsible for carrying out the mission of the company, the vision, boosting the morale, and keeping a pulse on everything. There are CS Ops Slack channels.

Sales 52

Sales Education CRM Metrics 52

Integrity Solutions

MAY 24, 2023

As a result, the loss of that one salesperson can have a ripple effect on productivity and morale across the sales organization. And they have to make sure any deals in the pipeline get the necessary attention and follow-through to close. And it gets worse: It might even cause more sales reps to leave.

Sales 52

Sales Coaching Accountability Personalization 52

Monet Software

FEBRUARY 13, 2020

Opting in,” even for something as simple a Friday on the job, can lead to higher morale. For an in-depth look at how to improve workforce engagement, check out our white paper The Complete Contact Center Guide to Employee Engagement for SMBs.

Schedule adherence 77

Schedule adherence Contact Center Employee engagement Morale 77

Fonolo

JULY 4, 2018

Not only did restaurant services like White Spot, A&W, and Sonic make the drive-in model one of fast food and convenience, mobile businesses like Mr. Softee brought its sweet products within walking distance of customers’ doors. The moral of the story? White Paper: The Secret Sauce for Increasing Customer Happiness.

Customer Experience 86

Customer Experience Airlines Morale Call Center 86

Comm100

OCTOBER 17, 2017

Encourage forwarding both positive and negative feedback so that your teams can work out the kinks in your operation, while also receiving a morale boost. Download this white paper to learn how to prevent, deal with, and follow up on difficult customers. Win New Fans. And you need more. Download Now.

Customer Service 66

Customer Service Customer Care Surveys Feedback 66