Fonolo

SEPTEMBER 1, 2022

It’s simple: If you can’t engage and retain employees, you’ll have trouble satisfying customers, too. Why is Call Center Employee Retention Important? Imagine the benefits of having eight months of regular productivity if you just managed to hold onto that senior agent! Poor management. Recruitment and hiring costs.

Contact Center 137

Contact Center Customer Feedback Start-ups Customer Satisfaction 137

Inside Customer Service

FEBRUARY 17, 2022

percent and employers were competing for good employees. Are employees proud to work for the company? How are senior leaders viewed by employees? Candidates want to know if they can see themselves working for your company and if they’ll enjoy it. It can be a jarring experience. Many value it more than than money.

Social Media 130

Social Media Customer Service 130

SurveySensum

JANUARY 30, 2024

A few months ago, I interviewed candidates for the Customer Experience Head position in our team. If yes, then it’s time you discover the right customer experience interview questions that determine how well a candidate knows about customer experience management. Let’s get started!

CX 52

CX Customer Experience Customer Feedback Customer Satisfaction 52

Bill Quiseng

APRIL 18, 2021

When I say social media is bad for customer service, it is because, for retail, hospitality, healthcare, and other bricks-and-mortar customer service positions, it has created a pool of candidates who are lacking in the social skills to connect with and please customers. And their experience has mainly been without in-person interaction.

Social Media 167

Social Media Customer Service Education Retail 167

Fonolo

MARCH 10, 2022

While industry averages lie between a 30-45% attrition rate , some call centers are unlucky enough to experience over three times that amount in a single year. How do you retain high-performing call center employees ? You can solve employee turnover with a few best practices. Reduced employee morale. Bottom line?

Contact Center 91

Contact Center Technology Technology Start-ups 91

Fonolo

SEPTEMBER 28, 2021

Congratulations, call center manager! To help start you off on the right foot, we’ve put together a guide about all things call center management , so you know exactly how to succeed and can teach your agents how to do the same. Whether you’re a new manager or a seasoned pro brushing up on the fundamentals, this guide is for you.

Scorecard 150

Scorecard Start-ups Customer Satisfaction Social Media 150

Taylor Reach Group

SEPTEMBER 3, 2021

The Delta variant notwithstanding, it seems that employees are far too settled into the routine of managing teams, work, and calls to return to onsite employment anytime soon. An equitable approach would be to determine employee compensation based on the competencies and skillsets required to do the work.

Contact Center 139

Contact Center Start-ups Technology Technology 139

Callminer

OCTOBER 3, 2019

This collection of tips and common characteristics is intended to help leaders, human resource professionals, and managers in the call center. Look for ‘social employees.’ “In The profile of the very best talent is a ‘social employee’ who goes above and beyond to contribute to the success of the business. “By

Customer Service 186

Customer Service Construction Social Media Innovation 186

Intercom, Inc.

NOVEMBER 2, 2021

Countless theories have tried to explain the “Great Resignation” we’re experiencing, but none have managed to pinpoint an exact cause. One thing that will always be on that list, however, is good management. The data suggests bad management is a real and significant issue. The common denominator isn’t the 46% of employees.

Engineering 291

Engineering Construction Sports 291

Fonolo

MARCH 17, 2022

At first glance, a call center manager job may seem easy compared to the agents they oversee. But strong call center management is essential in managing call center operations, quality monitoring, and employee engagement — among a long list of tasks that ensure the center meets its day-to-day goals. Clear communication.

Contact Center 91

Contact Center Construction Customer Satisfaction Actionable Insights 91

Zendesk

JULY 14, 2022

To stem this tide of exits, human resources departments are digging deeper into employee experiences to find problems they may have missed. In an Isolved study , 92 percent of HR professionals said that employee experience is a top priority for them. That’s where employee experience journey mapping comes into play.

Start-ups 98

Start-ups Customer Journey Map Business Administration Education 98

Experience Investigators

FEBRUARY 13, 2024

Take a seat with Jeannie Walters as we chart a course through the complex seas of customer experience management challenges. In this episode of Experience Action, we tackle the pressing issue of meeting and exceeding client expectations, even when industry woes like staff shortages and technology hiccups threaten to sink our ships.

Customer Expectations 52

Customer Expectations CX Customer Experience Management Technology 52

Fonolo

APRIL 5, 2022

While those are certainly beneficial, the right candidate needs a lot more than that to make it as a successful call center leader. If you want your agents to consistently meet company goals, you must invest in the right leaders, including managers and supervisors. The Manager’s Guide to Call Center Gamification. Professional?

Contact Center 99

Contact Center Construction Technology Technology 99

Zendesk

MARCH 7, 2024

Workforce optimization (WFO) is a business strategy that combines workforce management (WFM) and quality assurance (QA) principles to maximize workforce efficiency. WFO intertwines performance data, emerging technologies, and coaching to help employees, departments, and businesses operate at peak performance.

AI 52

AI Customer Satisfaction CX Construction 52

Fonolo

NOVEMBER 26, 2020

When hiring new talent, it’s easy to get caught up in qualifications and work experience. This skill isn’t something you can immediately identify in a resume and cover letter, and it’s definitely not something your candidates can take a course in. Both of these scores are important when measuring employee performance.

Contact Center 167

Contact Center Touchpoint Customer Service 167

Fonolo

JANUARY 27, 2022

Good contact center managers instinctively know this, especially since 95% of a manager’s success resides in selecting the right people. It’s key to ask the right questions during the interview, ones that help determine whether a candidate possesses certain competencies. How many people have you managed in the past?

Contact Center 75

Contact Center Construction Customer Service Start-ups 75

Callminer

JANUARY 18, 2021

Read on to learn how your international contact centre can approach agent management optimisation, procedural improvements and more. Agent Management Tips for International Call Centres. Tone, verbal enthusiasm and clarity are key factors for every employee to consider in their dealings with callers as well as with other team members.

Contact Center 226

Contact Center Mystery Shopping Customer Satisfaction AI 226

RateMyService

MARCH 26, 2023

Behind great customer experiences, there are great employee experiences! Just as customers are consumers of your brand’s products and services, employees also consume your brand and workplace. This ranges from attracting candidates during recruiting to transitions and even exits. Positive EX is critical!

CX 52

CX Customer Satisfaction Start-ups Customer Experience 52

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. While there is certainly no perfect culture, there are those environments that give life to customer experience work, and those that make it nearly impossible. Stage One, The Gate.

CX 182

CX Customer-Centric Organization Construction Contact Center 182

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. While there is certainly no perfect culture, there are those environments that give life to customer experience work, and those that make it nearly impossible. Stage One, The Gate.

CX 182

CX Customer-Centric Organization Construction Contact Center 182

Zendesk

FEBRUARY 22, 2022

But it seems like every role requires at least one year of experience, which you might not have. Before disqualifying yourself from a sales career , you should know that your experience doesn’t have to come from an actual sales job—you just need to understand how to transfer your current skill set to the position you’re applying for.

Sales 98

Sales B2B Real Estate Social Media 98

Fonolo

JUNE 30, 2020

The fact is, striking the right balance between finding the right agent and implementing employee retention strategies will help you keep high performers motivated and happy. As the hiring manager, ask yourself this question: “What does the ideal call-center agent look like for my business?”. Why is it so difficult to find good agents?

Contact Center 136

Contact Center Construction Start-ups Sales 136

DMG Consulting

APRIL 8, 2024

Workforce management (WFM) solutions remain essential contact center productivity tools, but today they are as important for improving the customer experience (CX), and the newest generation of applications also help to boost employee engagement.

AI 48

AI Contact Center ML Artificial Intelligence 48

ProProfs

DECEMBER 12, 2022

In fact, 6 out of 7 managers think dynamic teams, including remote workers, will become the norm. Remote hiring assessments are pre-employment tests that companies conduct to gauge the suitability and skills of the candidate and pass them on to the interview stage. . Remote Assessments Efficiently Shortlist Candidates.

Finance 52

Finance Sales Gaming Start-ups 52

Fonolo

FEBRUARY 27, 2023

Customers are the ones in charge, demanding control over their support experience. “At The customer voice needs to come into play here to determine what is a candidate for personal touch; to be able to personalize that whole experience.,” That brings us to a conversation around friction in the customer experience.

Contact Center 142

Contact Center CX Gaming AI 142

Help Scout

SEPTEMBER 24, 2021

Since there are multiple, distinct steps in the customer journey , some companies choose to separate these steps and have them managed by separate roles: The sales team handles pre-sales. A customer onboarding specialist manages onboarding. A customer success specialist owns lifecycle management.

Education 113

Education Start-ups Government Sales 113

Fonolo

JULY 28, 2022

Diversity is great for employees and businesses, too. Inclusion initiatives should start with the mission to understand employees’ individual needs, based on their life experience. We all know that life experiences are dramatically different from one person to another. Let’s take a closer look.

Contact Center 81

Contact Center Customer Satisfaction Innovation Technology 81

Inside Customer Service

NOVEMBER 11, 2021

In this one featuring Los Angeles Dodgers pitcher, Max Scherzer, Scherzer uses baseball analogies to coach an applicant looking for a sales management position. A great brand promise is a core element from my book, The Guaranteed Customer Customer Experience. It focuses all of its employees on the type of experience it must deliver.

Start-ups 130

Start-ups Customer Experience Sales 130

Qualtrics

MAY 13, 2021

In turn, talent acquisition teams must adjust to meet the evolving expectations of candidates if they want to continue to attract and retain top talent. . From all-remote interviews, to knowing where companies stand on social issues, the past year has reshaped what candidates expect from a potential employer – and the interview process.

Finance 42

Finance Touchpoint Education Start-ups 42

Zendesk

JANUARY 24, 2022

When you’re applying for a sales job, you’re essentially selling your value to a hiring manager. When crafting a sales resume, it’s important to emphasize your value as an employee. Below are the various components of a sales resume—objective, skills, experience, and summary—that hiring managers will use to gauge your value.

Sales 98

Sales Engineering Education Business Administration 98

ProProfs

JUNE 14, 2023

Recruiting can be a nail-biting experience, with the wrong hire potentially costing companies a fortune. Cognitive assessment tests can help recruiters find a needle in a haystack, ensuring that candidates possess the necessary skills to succeed. Can you avoid this fate? Absolutely!

Gaming 52

Gaming Data Entry Engineering Manufacturing 52

ProProfs

JULY 11, 2022

From spending hours on finding the suitable profiles to sealing the deal with the “ Chosen Ones, ” it still doesn’t always guarantee that the hired candidates will deliver. of recruiters think discovering quality candidates isn’t an easy feat, it can relatively become easier with online testing assessments.

Gaming 52

Gaming Education Start-ups Sales 52

ProProfs

NOVEMBER 21, 2022

Employees working in the financial sector are mostly in charge of managing company finances, conducting market research, and making crucial decisions that are profitable for an organization while minimizing risks. helps you build a pool of competent employees, . Surprisingly, some candidates lie on their resumes. .

Finance 52

Finance Education Start-ups Technology 52

Execs In The Know

AUGUST 10, 2021

Despite that fact, employers across the country are searching for ways to find qualified candidates for open requisitions. That same research shows that these employees wish to continue working from home in some capacity once the pandemic is long over. Engaging employees. Perfecting the work-at-home contact center model.

Contact Center 97

Contact Center Sentiment Analysis Construction AI 97

Zendesk

MARCH 1, 2021

These events have led organizations to gauge their effectiveness in creating safe, welcoming spaces for their employees and customers. Your company can’t become more inclusive if employees continue to use language that offends or excludes part of your team. Because job candidates expect companies to be inclusive. Words matter.

Start-ups 98

Start-ups Gambling Innovation Education 98

Customer Bliss

AUGUST 24, 2017

I have said this over the years, and recently, several of my podcast guests have also discussed it: there is an ever-increasing need to think of employees as customers as well, i.e. internal customers. Hiring a new employee, getting that new employee up to speed, and everything associated with that? It costs money.

Customer Experience 107

Customer Experience Close the Loop Customer Retention 107

Zendesk

JANUARY 24, 2024

An employee onboarding process refers to the steps that integrate new employees into an organization. Dealing with high employee turnover rates brings several challenges to a business. One way to reduce employee churn is to implement an employee onboarding process that sets recruits up for success in their new roles.

Compliance 59

Compliance Start-ups Legal Construction 59