Execs In The Know
DECEMBER 6, 2021
For businesses around the globe, Contact Centers represent the heartbeat of their organization: it’s where their two most valued constituencies — employees and customers — intersect and interact. Employers are facing far-reaching challenges related to their contact center workforce that include: Difficulty hiring strong talent.
Execs In The Know
DECEMBER 6, 2021
For businesses around the globe, Contact Centers represent the heartbeat of their organization: it’s where their two most valued constituencies — employees and customers — intersect and interact. Employers are facing far-reaching challenges related to their contact center workforce that include: Difficulty hiring strong talent.
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Execs In The Know
FEBRUARY 29, 2024
Consider the employee experience. Contact center agents are tasked with learning seven tools, on average, to do their job well. This demand often leads to heightened burnout and attrition, resulting in higher operating costs for customer service departments — already under pressure to do more with less.
CX Accelerator
JANUARY 25, 2019
The real-time, actionable data generated will run laps around any traditional yearly employee survey. In addition to surveys and reports, the anonymous feedback portal within OfficeVibe works great as a Voice of The Employee (VoE) tool. Follow on Twitter - @CustomerIsFirst or LinkedIn.
Execs In The Know
MAY 18, 2021
Using Research — Research is most valuable when used in combination with program data — things like Voice of the Customer data, and even Voice of the Employee data. Doing Contact Center Quality Assurance the Right Way. This helps create greater relevancy for different types of research.
Confirmit
FEBRUARY 25, 2019
Finally, of course, if you’re running a Voice of the Employee or Employee Engagement program, it’s the VoE category for you. Tell us how that reduced calls into the contact center and how that reduced costs, for example. Can I enter multiple categories? Finally, use numbers.
SurveySensum
MARCH 4, 2021
In this episode Tanuj, NK, and Debbie are talking about the impact of CX on business metrics, VOC and CX metrics and their measurables, VOB, VOC, and VOE and their differences, bringing alignment across multiple teams, tips to manage the emotions of the customer, where does CX starts and ends in an organization, and a lot more!
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