ShepHyken

MARCH 10, 2023

This week, we feature an article by Kathleen White, a business manager who helps organizations improve career opportunities and employee engagement. She writes about how companies can adopt a remote workforce and enhance customer service delivery.

Customer Service 117

Customer Service Communication Article Customers 117

BlueOcean

MAY 5, 2023

You’re looking for a strategic partner who will interface with your customers day in and day out. What gaps in your capabilities did the pandemic reveal and how did you resolve them? Finally, it is important to recognize where your own gaps are as a company. How does your culture support agent retention?

Customer Care 156

Customer Care Contact Center Government Culture 156

TechSee

JUNE 10, 2021

Absolutely, your customers aren’t happy to wait for service. Of course, in-person contact puts employees and customers at risk. Sure, they divert your workforce from more strategic tasks. . Open your eyes to Visual Assistance . It’s no secret that truck rolls are a necessary evil for the service industry.

Innovation 207

Innovation 2025 Transportation Consumers 207

Innovative CX

MAY 7, 2024

There’s been plenty written about how to improve your customer experience. And of course, there’s equally as much written on the employee experience as well. Recognizing how important the linkage between these two is imperative to improving both experiences. How does workflow through each department?

Engagement 52

Engagement Effort Score Metrics Customer Service Representative 52

Playvox

MAY 11, 2023

As a result of the COVID-19 pandemic, many companies have opted for remote work. In the midst of “ quiet quitting ” and continued low unemployment, contact centers are leveraging remote work as a way to attract team members. Remote work offers a multitude of benefits for both an organization and the individual team member.

Management 89

Management Contact Center Culture 2021 89

Playvox

JANUARY 30, 2024

There’s more to engaging, motivating, and empowering employees than simply giving lip service with buzzwords like “you’ve got this,” “quick win,” and “continuous improvement.” Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching.

Contact Center 79

Contact Center Feedback Culture Engagement 79

TechSee

SEPTEMBER 7, 2021

When most service organizations consider implementing Visual Assistance, they mainly focus on how to use the technology to support remote teams in the field or contact center. Visual Assistance 5 Use Cases Beyond Remote Support. Implementing visual guidance tools beyond remote support can also help with quality assurance.

Sales 191

Sales Consumers Technology Contact Center 191

COPC

JANUARY 15, 2024

has partnered with Centrical to bring you the Improving Contact Center Retention Series, where we explore how organizations can reduce early attrition. This second installment of the series will offer insights into onboarding best practices for new employees. 

Contact Center 79

Contact Center Call Center 2023 Engagement 79

Playvox

APRIL 25, 2023

Let’s confess — we’ve all nodded off during on-demand remote training sessions. The recorded talking-head, one-to-many format is a surefire way to put even the most highly caffeinated employees to sleep. How can you spice up remote agent training at your contact center to make it the most engaging and effective it can be?

Contact Center 79

Contact Center Measurement Feedback 2022 79

BlueOcean

NOVEMBER 28, 2022

With employees in Panama, Kenya, and India, ONQ handles complex business processes for healthcare billing and a lot more, which means the work Lucas and his team do to prepare employees for the frontlines is mission critical. I’m so excited for you to listen to our latest episode of Deep CX: A Blue Ocean Podcast.

Contact Center 156

Contact Center Healthcare 2021 Culture 156

COPC

MARCH 11, 2024

This guide sheds light on the multifaceted nature of employee retention, aiming to enhance customer satisfaction and other key performance indicators through careful questioning and thoughtful leadership actions. See here for more information on how to do this. Should this role be fully in-office, hybrid, or remote?

Call Center 99

Call Center Contact Center Culture Engagement 99

Magellan Solutions

MAY 6, 2024

As a business owner, you’re always looking for ways to streamline your operations and get more done with fewer resources. You’re probably curious about the different types of outsourcing that can benefit your company. Did you know that 24% of small businesses outsource to improve efficiency ? Don’t worry!

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2011 Telecommunications 2012 Return on Investment 78

Playvox

MARCH 12, 2024

No matter how you may have reached out, one thing is likely to be true — you weren’t calling to tell the company how pleased you were with the product. No matter how you may have reached out, one thing is likely to be true — you weren’t calling to tell the company how pleased you were with the product.

Contact Center 78

Contact Center Call Center Feedback Engagement 78

CSM Magazine

MAY 14, 2024

Training programs are not just about training your team on how to respond to inquiries but about fostering a customer-centric mindset that resonates through every interaction. The key is to invest in a program that aligns with your business goals and culture.

Customer Service Training 52

Customer Service Training Customer Service Customer Service Representative Competitive Advantage 52

COPC

NOVEMBER 15, 2023

COPC has partnered with Centrical to bring you the Improving Contact Center Retention Series, where we will explore how organizations can reduce early attrition. The second article, “ Onboarding Best Practices: Reducing Attrition in the First 90 Days ” will offer insight and best practices for engaging and retaining new hires.

Call Center 97

Call Center Contact Center Engagement Communication 97

Playvox

FEBRUARY 27, 2024

Likewise for agents, if they don’t feel engaged, appreciated, or see a growth path, they too can take their talent to another organization. In a buyer’s market, what is the future of workforce engagement? In a buyer’s market, what is the future of workforce engagement? What is Workforce Engagement? Attract new talent?

Engagement 73

Engagement Contact Center Culture Metrics 73

Playvox

JANUARY 12, 2023

No matter where your contact center team is physically located, bringing out their best performance can be a big challenge. Adding remote work or a hybrid setup to the mix can make things even tougher. Why Agents Want To Work Remotely — And Why You Should Let Them. Important KPIs To Track For Remote Agents.

Contact Center 69

Contact Center 2022 Metrics Article 69

CSM Magazine

MAY 7, 2024

Getting the gang together for some fun team-building stuff is like the secret sauce to making your work vibe amazing! Physical Team Building Exercises Field Day : A classic out-of-door exertion, Field Day, engages crews in competitive games like relay races and haul- of- war. Hey, guess what? Feel like getting active?

Engagement 52

Engagement Culture Workshop Connections 52

Playvox

AUGUST 15, 2022

Today’s top-performing contact center leaders know remote workforce training and agent engagement are the new imperatives for performance optimization. Whether your contact center is remote, hybrid, or moving back to the office full-time, getting agent performance right means unlocking the potential of every employee, every day.

Contact Center 77

Contact Center Engagement Management Communication 77

Playvox

NOVEMBER 1, 2022

If your contact center is like most, you probably have a robust set of guidelines that document your procedures, detail your standards, and outline how employees should handle various situations. But one thing many contact centers are missing is a remote work company policy. What Is A Remote Work Policy?

Contact Center 74

Contact Center Average Handle Time 2022 Government 74

TechSee

NOVEMBER 10, 2020

The discussion around how to reduce customer service costs is not a new one. For decades, service organizations have been proposing innovative ways to cut operational costs in customer service: Let employees bring their own coffee? ??. Either they did not move the needle enough (how much coffee does the staff drink?)

Customer Service 207

Customer Service Contact Center Average Handle Time Consulting 207

CSM Magazine

APRIL 29, 2024

That’s where Emergency Communication and employee communication software come into play. But the truth is, no matter how much we might want to ignore it, stuff happens – whether it’s a natural disaster, a cyber attack, or even just a simple power outage. And it’s not just about one-way communication, either.

Communication 52

Communication Document Connections Information 52

CX University

SEPTEMBER 18, 2018

There are hundreds of best practices for employee engagement, and all of them are being practiced by firms across this good, green Earth: at some growing businesses, at some failing businesses too. My question is, “How do we know which best practices will most benefit our employee engagement initiatives?

Engagement 211

Engagement 2005 Competitive Advantage 2009 211

TechSee

MARCH 24, 2021

With the new digital-first mentality, the need for remote support and enhanced customer engagement, brands are recognizing the need for a visual-first strategy for acquiring and keeping their customers. What is visual engagement? It all starts with finding the right visual engagement platform. Guided visual assistance.

ROI 109

ROI Touchpoint Engagement Insurance 109

Playvox

AUGUST 30, 2022

Here’s an alarming statistic: More than half (56%) of contact center agents say they’d think about leaving their jobs if they couldn’t work remotely. You’ve worked hard to build a team of great agents, who have grown used to a remote or hybrid environment — and they’re not ready to give it up yet. Lindsey J., Lindsey J.,

Contact Center 84

Contact Center Transportation Events Management 84

TechSee

MAY 4, 2023

Machine Learning and AI for the field From a field service perspective, what does machine learning offer, and how can it benefit partners? All this information fed through AI can significantly reduce the number of trips and repair times, thereby enhancing employee satisfaction.

2023 109

2023 Customer Satisfaction Technology Consulting 109

Playvox

FEBRUARY 13, 2024

They are among your organization’s most valuable assets, and you depend on them to deliver loyalty-building customer experiences every day, with every interaction. It should be among your key strategies and always part of your playbook. Before you can cultivate top talent, though, you have to identify your top performers.

Contact Center 88

Contact Center Measurement 2022 Culture 88

TechSee

NOVEMBER 22, 2021

The pandemic has ushered in a new age of the remote workforce. Far from being a temporary phase, Stanford University research estimates that at least 42% of the employee population in the US now works from home full-time. This means that companies must prioritize reliable round-the-clock remote IT technical support for their teams. .

Telecommunications 109

Telecommunications 2022 Travel Employee Experience 109

Playvox

JULY 31, 2023

However, some of the quickest ROI can come from the employee self-service (ESS) aspects of a WFM solution. What Is Employee Self-Service? Employee self-service can nurture employee satisfaction and agent performance and promote a motivated and engaged workforce. All that time adds up quickly.

Management 85

Management Contact Center ROI Net Promoter Score 85

ShepHyken

JANUARY 11, 2023

And as popular as CX is, there’s a somewhat new concept that has been coming on strong for the past five years, and that’s the employee experience (EX). But what about the employees’ needs? Do we make that same effort for our employees? Do we invest in technology and processes that make it easy for employees? .

Employee Experience 128

Employee Experience Customer Experience Call Center Customer Service Training 128

Playvox

JANUARY 25, 2024

Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? Are you taking the right steps to evolve toward workforce engagement management? If you think about that, you’ll do things differently.”

Contact Center 77

Contact Center Omnichannel Net Promoter Score Management 77

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. In fact, happy and satisfied employees are 13% more productive than unhappy and dissatisfied employees. What is Employee Satisfaction?

Metrics 52

Metrics Culture Demo Healthcare 52

Playvox

DECEMBER 21, 2022

Working with virtual teams of agents in your contact center can sometimes mean you feel disconnected from them — or even worried that you aren’t able to properly manage their performance. Not being in the same space as your agents means you have to go the extra mile to keep team communication, training, and motivation running smoothly.

Contact Center 52

Contact Center Omnichannel 2022 Social Media 52

TechSee

APRIL 7, 2021

Today more and more companies are recognizing the benefits of allowing their employees to work from home (WFH), or more accurately, work from anywhere (WFA) that best suits their lifestyle. While remote working is considered a win-win for companies and their staff, a WFH model makes an IT professional’s job more complicated.

2021 109

2021 Technology Engagement Presentation 109

Playvox

OCTOBER 18, 2022

But only 40% of support center managers we talked to said they were planning to continue remote work in 2022. Fifty-six percent (56%) said they would consider leaving their current employer if they weren’t offered a remote work option. The State of Remote Work in Contact Centers. Leanne Y., Philip A.,

Contact Center 69

Contact Center Management 2022 Transportation 69

Myra Golden

APRIL 28, 2021

I walked everyone through how to prepare customer service specialists to apply psychological tactics to bring down the temperature in interactions and de-escalate. When we moved to Q & A, Sherry asked a question about training and supporting remote agents: Our contact center agents will work remotely for the foreseeable future.

Customer Service 105

Customer Service Contact Center Customer Service Training Call Center 105

ProProfs Chat

MAY 6, 2020

As per Forbes , 80 to 90 percent of employees want to work from home, at least on a part-time basis. . As per the Harvard Business Review, while 22% of Americans work from home, around 50% of them are involved in virtual or remote work. . But then again, is managing remote teams similar across various departments?

Management 108

Management Customer Service Communication Customers 108