ShepHyken

NOVEMBER 9, 2018

The fact of the matter is, as companies begin to scale, a lack of office space and restrictive full-time staffing budgets can cause hiccups in business development plans and significantly reduce departmental output. At the fundamental level, most organizations maintain a corporate blog and regularly contribute to its development.

Blog 95

Blog E Commerce E-support Article 95

One Millimeter Mindset

JULY 5, 2018

Instead, this customer experience mid year blog post review refreshes and recalibrates your brain! Readers selected the top 7 blog posts based on content they find relevant and valuable to successfully executing their own customer experience and customer retention strategies. Subscribe to my blog. Contact me. Image: Fotolia.

Blog 44

Blog Customer Experience Customer Retention Workshop 44

CX Accelerator

JULY 1, 2020

Companies with business continuity (BC) plans and with digitally transformed solutions found it easier to adjust. Even for prepared companies, this pandemic definitely battle tested the maturity of those BC plans and their digital maturity. Many of these companies have their entire workforce working from home now. Digital First.

Contact Center 182

Contact Center 2022 Call Center Roadmap 182

TechSee

AUGUST 14, 2023

Follow on LinkedIn Dan Smitley, Workforce Management and Contact Center Guru As an experienced public speaker and thought leader, Dan is passionate about leveraging workforce management, contact center operations, strategic thinking, project planning, and data analytics to help companies, customers, and front-line employees succeed.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Think Customers

MARCH 28, 2022

Here’s how to engage and motivate a gigCX workforce that delivers exceptional results. workforce by 2023. Adjust your perspective on strategies for gig workers to build programs that successfully engage your workforce and promote loyalty in a short-term work culture. adults are current or recent gig workers.

Contact Center 105

Contact Center Effort Score Metrics 2023 105

One Millimeter Mindset

SEPTEMBER 24, 2018

Do you plan to keep your head down, gazing at your organization’s hopscotch client retention strategy? Subscribe to my blog. Create a more engaged and profitable workforce relentlessly focused on customer success and customer retention. Or, worse yet, their businesses will fail to thrive. Contact me.

B2C 213

B2C Workshop Customer Retention B2B 213

CSM Magazine

AUGUST 18, 2021

In the first blog in this series, we introduced the importance of adding simplicity to the contact centre. We revealed how the trend towards flexible workforces can impact agent satisfaction, recruitment and retention as people threaten to quit their jobs rather than return to the office.

Blog 52

Blog Technology Touchpoint Engagement 52

Michel Falcon Experience

APRIL 2, 2020

In this blog post, I will share the five steps to follow when it comes time to start rebuilding your team. If your team has downsized because of current market conditions than I would create a communications plan (you don’t need to hire a pro for this). Evaluate each use case and identify your workforce management requirements.

Events 158

Events Airlines Leadership Insurance 158

NICE inContact

APRIL 10, 2019

So the company turned to NICE inContact for the solution: CXone Workforce Management Enterprise. Supervisors were spending two or three days developing a week’s schedule and making changes, and it was impossible to do long-term planning. A major turnaround came when Oscar Health implemented CXone Workforce Management Enterprise.

Management 55

Management Insurance Metrics Measurement 55

TechSee

JUNE 10, 2021

Sure, they divert your workforce from more strategic tasks. . This blog challenges that status quo. Of course, in-person contact puts employees and customers at risk. Analysts and organizations have been waving the red flag of unnecessary truck rolls for years.

Innovation 207

Innovation 2025 Transportation Consumers 207

CSM Magazine

MARCH 16, 2023

Dashboards powered by analytics give agents all the visibility they need to create their own self-assessments and personal development plans. Employ in-the-moment data insights and share them with the rest of the organisation to drive greater certainty, trends, better action planning and decision-making across the wider organisation.

Fashion 52

Fashion Insights Interaction Customers 52

SurveySensum

FEBRUARY 29, 2024

To further explore this crucial topic, in this blog, we’ll be delving into employee satisfaction and its profound impact on your business’s success. A happy workforce is a creative workforce, constantly generating new ideas and finding innovative solutions to challenges. So, what is the solution here?

Culture 52

Culture Customer Satisfaction Loyalty Reference 52

One Millimeter Mindset

APRIL 20, 2021

First, read these 3 blog posts. Can A Multigenerational Workforce be A Collaboration Sandbox? Planning your next team, corporate or association meeting? Or do you prefer to play a behind-the-scenes role when it comes to revenue generation? Except that there really is nowhere to hide. Get to where you really need to go.

Leadership 79

Leadership Consulting Innovation Presentation 79

SurveySensum

FEBRUARY 27, 2024

At the heart of any successful organization lies its workforce, and the key to unlocking the full potential lies in ensuring your employee satisfaction and well-being. By maintaining a satisfied workforce, organizations can reduce turnover and retain valuable talent. to 2 times the employee’s annual salary.

Metrics 52

Metrics Culture Demo Healthcare 52

Uniphore

JUNE 22, 2021

If you’d like to develop a workforce of knowledgeable problem solvers, listen to your call center agents. Their rants shed light on how to train and onboard a hybrid workforce. #2 An EngHouse study reported that 91% of call center agents say they’re planning to quit in 2021.

Call Center 87

Call Center Contact Center Social Media 2021 87

One Millimeter Mindset

NOVEMBER 26, 2018

My One Millimeter Mindset blog post, “ Do Our Professional Labels create Positive Customer Experiences? Click on this link or click on the widget appearing in the right hand column of this blog! When this happens, your innovative planning falls short of your own, internal expectations. Enjoy this blog post?

Customer Retention 73

Customer Retention Workshop Events Innovation 73

CSM Magazine

DECEMBER 13, 2023

This may indicate instability in the workforce, affecting productivity, employee morale, or worse, customer service quality since this directly impacts their overall performance and efficiency. Create a positive workplace environment that encourages collaboration, open communication, and recognition within the workforce.

Customer Service 52

Customer Service Call Center Customer Satisfaction Poor Customer Service 52

NICE inContact

FEBRUARY 14, 2019

Make sure to get the most out of your visit by planning in advance with the Interactions 2019 Agenda Preview ! In our breakout sessions, learn how to create the most engaged workforce, how to use analytics to maximize business results and how to take your next step in your journey to the cloud. appeared first on NICE inContact Blog.

2019 63

2019 Interaction Insurance Blog 63

One Millimeter Mindset

MAY 23, 2019

Lead a more employee- and customer-focused workforce. Ponder that potentially everyone in your workforce is stuck in their own toxic professional stories. Planning your next corporate or association meeting? Subscribe to my blog. Share your email address in the red box in the right column of this blog.

Workshop 70

Workshop Presentation Leadership 2019 70

NICE inContact

AUGUST 22, 2019

In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. WRONG – much to the dismay of all workforce managers everywhere! The post Workforce Management Basics in Today’s Contact Center: Part 2 appeared first on NICE inContact Blog.

Contact Center 54

Contact Center Management Average Handle Time Metrics 54

NICE inContact

AUGUST 22, 2019

In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. WRONG – much to the dismay of all workforce managers everywhere! The post Workforce Management Basics in Today’s Contact Center: Part 2 appeared first on NICE inContact Blog.

Contact Center 54

Contact Center Management Average Handle Time Metrics 54

PeopleMetrics

MAY 12, 2015

That’s about 14% of their workforce. That email subsequently leaked, which led to Zappos posting it on their insights blog for your reading pleasure.) I’ll concede a 14% loss is a considerable one, for any workforce. Or you can check out past employee engagement blog posts here. A Call to Arms. Look Whose Driving!!!!!!!

Engagement 107

Engagement 2006 2008 2013 107

NICE inContact

JUNE 10, 2019

So often I hear contact centers say: “We are looking for quality management and performance management, but we don’t really need workforce management.” Thinking of it as an afterthought to the rest of your workforce optimization program really puts you and your customers at a disservice. I’m talking about your contact center.

Contact Center 54

Contact Center Books Management Engagement 54

One Millimeter Mindset

MARCH 6, 2019

How often is this customer assumption actually a true reflection of your business and workforce models? Planning your next corporate or association meeting? Subscribe to my blog. Share your email address in the red box in the right column of this blog. Well, do they? But also, employee churn.

Sales 68

Sales Workshop Customer Confidence Touchpoint 68

NICE inContact

MARCH 15, 2018

With so much to see and do in three days, make sure to get the most out of your time at Interactions 2018 by planning in advance with the Interactions 2018 Agenda Preview ! Join us to learn how to create the most engaged workforce, how to use analytics to maximize business results and how to take your next step in your journey to the cloud.

2018 48

2018 Interaction Customer Experience Blog 48

Talkdesk

APRIL 1, 2020

In my previous blog , I stressed the importance of using cloud technology to quickly move call center agents to a safe, work-at-home environment, to continue support for their customers during the coronavirus (COVID-19) crisis. Have you done load testing at high volumes for a fully remote agent workforce?

Call Center 105

Call Center Contact Center Events Travel 105

One Millimeter Mindset

APRIL 8, 2019

When business decision makers tune out these talented professionals, their actions negatively impact workforce productivity and profitability in your organization. Planning your next corporate or association meeting? Subscribe to my blog. Share your email address in the red box in the right column of this blog.

Presentation 75

Presentation Workshop Communication Download 75

Upstream Works

JANUARY 26, 2021

As we look to the future, contact centers need new plans and strategies for continuing to accommodate the changes brought on by the global pandemic while looking ahead to its long-term impact. Supporting a distributed workforce. New Drivers of CX Success. Meeting the new criteria of CX. Leverage data with a holistic approach to CX.

2021 78

2021 Contact Center Omnichannel Download 78

NICE inContact

SEPTEMBER 20, 2019

Features like Workforce Management , Call Recording and even call advanced reporting functions like call tracking metrics are more easily accessible in a cloud environment. The post Moving to Cloud: A Must for Contact Centers appeared first on NICE inContact Blog. Cloud allows you to activate features with incredible ease.

Contact Center 63

Contact Center Call Recording Document ROI 63

NICE inContact

AUGUST 20, 2019

How well does your system support modern call center requirements like omnichannel , digital channels , workforce management and more? But the good news is that your next upgrade can be much easier and affordable if you have a plan. The post Get Your Contact Center Ready for the Modern Age appeared first on NICE inContact Blog.

Contact Center 54

Contact Center White Paper 2012 Call Center 54

NICE inContact

AUGUST 20, 2019

How well does your system support modern call center requirements like omnichannel , digital channels , workforce management and more? But the good news is that your next upgrade can be much easier and affordable if you have a plan. The post Get Your Contact Center Ready for the Modern Age appeared first on NICE inContact Blog.

Contact Center 54

Contact Center White Paper 2012 Call Center 54

Beyond Philosophy

DECEMBER 8, 2014

However, with a very tenured workforce, (employees with 30 to 40 years of experience not being unusual) they needed a strategy for evolving the customer experience that started from the inside-out. It validates that we at least have a good plan and sense of direction. It was dubbed: On Brand, All Day, Every Day. You Will Now.

Engagement 142

Engagement 2014 Employee Experience Customer Experience Management 142

VDS

JUNE 6, 2023

Consider features like omnichannel communication, intelligent routing, analytics, workforce management, and CRM integration. How does your solution integrate with workforce management systems and CRM platforms? Communicate the plan to stakeholders and ensure everyone is prepared for the transition.

Contact Center 52

Contact Center Return on Investment ROI Demo 52

VDS

JUNE 6, 2023

Consider features like omnichannel communication, intelligent routing, analytics, workforce management, and CRM integration. How does your solution integrate with workforce management systems and CRM platforms? Communicate the plan to stakeholders and ensure everyone is prepared for the transition.

Contact Center 52

Contact Center Return on Investment ROI Demo 52

Upstream Works

NOVEMBER 19, 2020

Supporting a Distributed Workforce. A distributed workforce at scale will be viewed as the norm going into 2021. Many home-based broadband plans will need to be upgraded and IT won’t want agents using consumer-grade communications applications. Connectivity and communications will no longer be centralized in the same way.

2021 78

2021 Average Handle Time Contact Center E Commerce 78

Avaya

AUGUST 24, 2016

Common recently became a beta user of Avaya Workforce Optimization Select , an easy-to-implement, easy-to-use, security-oriented solution that gives contact center managers and representatives access to scalable and flexible tools. Workforce Optimization Select has upped the ante when it comes to workforce optimization tools.

Call Recording 47

Call Recording Contact Center E-support Return on Investment 47

CSM Magazine

MAY 12, 2021

Calabrio’s new blog series explores the rise of the Connected Enterprise. Along the way, we uncover some interesting insights into the elevated role of the contact centre and share a step-by-step plan for transforming your organisation into a truly Connected Enterprise. What do Connected Enterprise businesses have in common?

Connections 64

Connections E-support Social Media Roadmap 64