SurveySensum

JANUARY 11, 2024

It’s all about employee productivity. Why Employee Productivity Matters? Why Employee Productivity Matters? When your team is productive, they are not just working faster; they are working smarter. The Magic of the Right Tools Imagine a toolkit that speeds up processes and enhances the quality of work.

Construction 52

Construction Social Media Start-ups Innovation 52

Totango

DECEMBER 26, 2021

If you’ve noticed any signs of burnout within your team, it’s important to take action immediately to prevent any long-term consequences to the health of your employees as well as to your organization. Build an Open and Supportive Work Environment. Encourage a Positive Work-Life Balance. 5 Ways to Fight Burnout.

Sports 103

Sports Start-ups 103

Inside Customer Service

FEBRUARY 17, 2022

percent and employers were competing for good employees. To job applicants, this often boils down to “What’s it like to work here?” Are employees proud to work for the company? How are senior leaders viewed by employees? Sometimes it also helps to reach out to ex-employees and ask similar questions." "One

Social Media 130

Social Media Customer Service 130

Zendesk

NOVEMBER 2, 2023

What is workforce management? Workforce management (WFM) is a set of processes and technologies a business can use to manage employees and resources, optimize productivity, and ensure the organization complies with laws and regulations. Why is workforce management important?

AI 52

AI Technology Technology Start-ups 52

Fonolo

MAY 30, 2023

Managers know that call center workforce management matters. Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too.

Contact Center 106

Contact Center Customer Satisfaction CX CRM 106

Taylor Reach Group

SEPTEMBER 3, 2021

After several months of remote working – a workstyle many contact center leaders would have deemed impossible to implement a year and a half ago – employers are finding it difficult to lure staff back into the office. Reduced wages encourages employee turnover, regardless of work style.

Contact Center 139

Contact Center Start-ups Technology Technology 139

Fonolo

MARCH 25, 2021

Satisfaction surveys are one of the best ways to gain insight into how you can improve your employee experience. The connection between agent attrition and agent satisfaction is obvious — the happier your agents are in their work, the less likely they are to leave your team. How does one quantify their employees’ experience?

Contact Center 147

Contact Center Customer Satisfaction Start-ups Customer Service 147

Uniphore

DECEMBER 6, 2021

They can even implement superb customer experience strategies; but without an able and trustworthy leader at the helm, they will ultimately fail. They lead their organizations through the changes and challenges that contact centers encounter and champion processes and procedures to deliver excellent customer experiences.

Contact Center 130

Contact Center Technology Technology AI 130

RateMyService

JULY 19, 2023

A path to boosting workforce productivity source: Gallup The world of work is transforming, with organizations grappling with the challenges of an evolving business landscape. Amidst these changes, employee experience stands out as a critical driver of success. They feel lost and disconnected from their workplace.

Construction 52

Construction CX 52

Execs In The Know

MAY 22, 2023

The customer experience (CX) industry is a competitive and ever-evolving space, and many organizations struggle to stay ahead of the curve. For businesses that specialize in providing top-tier CX, staying on top of agent-focused employee experience is a priority. What does a positive agent-focused employee experience look like?

CX 64

CX Technology Technology Construction 64

Beyond Philosophy

NOVEMBER 30, 2023

One of my clients has done an excellent job in the last couple of years improving their customer experience. Starting with… Help People Realize How Their Role Affects The Customer Many people in the organization who do not work with customers might need help with this connection. We all know happy employees make happy customers.

Legal 78

Legal Finance Net Promoter Score NPS 78

Fonolo

AUGUST 29, 2018

Sheri Greenhaus – Managing Partner CRMXchange. I remember when ‘telemarketers’ were working off of flip charts, QA was through a Dictaphone recorder, and reports were done by tick sheets. I remember when ‘telemarketers’ were working off of flip charts, QA was through a Dictaphone recorder, and reports were done by tick sheets.

Contact Center 271

Contact Center Non-Profits Technology Technology 271

Callminer

APRIL 21, 2020

The role of a call center manager is complex and challenging. Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. Hassan Alnassir.

Gaming 182

Gaming Non-Profits Contact Center Sales 182

Fonolo

MARCH 3, 2022

Call center management requires high levels of attention, coordination, and strategy, especially as remote work environments become more and more of a reality. . It is clear that completely outsourced, work-from-home, and hybrid models are all common call center scenarios these days. . What is Call Center Management?

Customer Satisfaction 87

Customer Satisfaction Technology Technology CRM 87

Fonolo

MARCH 14, 2023

Skilled agents are key to delivering a great customer experience, and agent retention is vital to a healthy contact center. Contact center work is challenging. The work can be repetitive and stressful, leading to employee burnout. The work can be repetitive and stressful, leading to employee burnout.

Contact Center 95

Contact Center Artificial Intelligence AI Technology 95

Execs In The Know

APRIL 7, 2024

Workforce management (WFM) provides several benefits to agents, including improved focus, additional resources, and valuable assistance. By Lilith Shoemaker, Staff Writer As an agent, I understand the customer-facing side of the service experience better than most.

Scorecard 52

Scorecard Start-ups Education Customer Experience 52

CSAT.AI

JANUARY 25, 2023

There’s a lot of talk around the work from home and return to office debate. But does this debate apply to the contact center work from home model? The WFH and Hybrid Work Issue It’s true that the pandemic forced a hard work from home model on most businesses and their employees.

Contact Center 96

Contact Center Sentiment Analysis AI CX 96

Uniphore

JUNE 17, 2021

Few KPIs have a bigger influence on the customer experience than First Call Resolution (FCR). In fact, 63% of customers churn after a bad experience.*. Unresolved callbacks not only create more work for your agents, they also often come with added customer frustration. Intro to Call Center Life. Why FCR Matters to CX.

AI 182

AI Social Media Customer Satisfaction Omnichannel 182

Zendesk

JANUARY 23, 2024

Agent scheduling is the strategic process of organizing work hours for customer service agents. This involves setting weekly schedules, navigating time off and PTO requests, and ensuring the right number of agents work at the right time for optimal organizational efficiency. Here are the top benefits of effective agent scheduling.

Outlook 52

Outlook Construction Social Media AI 52

Fonolo

AUGUST 24, 2021

A company’s work environment isn’t just about air conditioning, water cooler chats, and table tennis. Employees, especially call center agents, spend a significant portion of their lives at work. Your call center or contact center environment plays a big role in how engaged your agents are in their day-to-day work.

Contact Center 148

Contact Center Technology Technology Education 148

Fonolo

MAY 27, 2021

Employee feedback is critical for businesses who want to understand their employees’ opinions and attitudes towards work, and improve their business policies and processes. Measuring engagement through surveys allows for employees to feel heard. Reward employees for participation. How do you feel about work today?

Construction 136

Construction Technology Technology Contact Center 136

Fonolo

OCTOBER 19, 2021

No matter where someone’s working, there will always be positive points and pain points. Though they vary from person to person, there are a few universal pros and cons to working in a contact center environment that all agents tend to agree on. The pros of working in a call center environment. The option to work from home.

Contact Center 95

Contact Center Customer Satisfaction Start-ups Sales 95

Intercom, Inc.

FEBRUARY 25, 2021

Most businesses design customer experiences from the inside out, based on what is best for the company, when they should be doing the exact opposite. Few people are as passionate about customer experience as Annette, the founder and CEO of consulting firm CX Journey Inc. How to put the “customer” in “customer experience”.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

Fonolo

FEBRUARY 27, 2023

To work effectively, they need to be integrated into your contact center strategy. 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.,”

Contact Center 142

Contact Center CX Gaming AI 142

Fonolo

JULY 13, 2021

While it’s easy to assume they’re having a bad day, you could be ignoring a few classic signs of employee burnout. Work and money are two of the most common sources of stress among adults. Anyone can experience burnout, regardless of their job title, position, and salary. Advocate for work-life balance.

Contact Center 81

Contact Center Construction Technology Technology 81

Zendesk

MARCH 18, 2024

I was an agent (I’m now a Customer Success Manager) so I get this side of the barricade better than most. WFM gives us agents the ability to bring needs together to improve customer experience, get the resources we need to do our job well, and the best work-life balance possible.

Scorecard 52

Scorecard Start-ups Education CX 52

Intercom, Inc.

JULY 21, 2021

The COVID-19 pandemic forced a sudden shift to remote working in one of the largest global experiments in the history of work. As parts of the world reopen, the experiment moves to its next phase – adjusting to a post-pandemic reality in which remote and in-office work are no longer “either/or” alternatives. .

Construction 138

Construction Start-ups Technology Technology 138

Comm100

JANUARY 23, 2023

2023 looks to be a year of great change in customer experience (CX). With economic uncertainty ahead, some organizations are asking employees to make do with fewer resources, while others are increasing CX investment. It turns out employees weren’t quitting work altogether. They were leaving to move to better jobs.

Customer Experience 123

Customer Experience AI Outlook CX 123

SurveySensum

AUGUST 25, 2023

What came first: the engaged employee, or the happy customer? Strangely, it’s often overlooked in businesses where employees interact a lot with customers. Strangely, it’s often overlooked in businesses where employees interact a lot with customers. It’s the chicken-and-the-egg mystery of modern-day marketing.

Business Growth 52

Business Growth Customer Satisfaction Social Media Retail 52

Intercom, Inc.

APRIL 23, 2020

is a special four-part series on Inside Intercom exploring what that means for various facets of life and learning how people across many industries and countries are managing to persevere with the help of technology. Will working from home become a more regular occurrence as companies weigh the pros and cons of remote employees?

Healthcare 197

Healthcare Start-ups Sales Technology 197

ECXO

JUNE 20, 2023

Fotocomposicion ECXO(1) Article source: The Rising Tide of Brand Purpose in B2B [link] There’s an old adage in customer experience. Expectations are set by the best experience on offer – inside and outside of the workplace – in Europe, in Asia, and across the globe. How can you bring your purpose and values to life?

B2B 122

B2B Innovation CX Education 122

Zendesk

MARCH 7, 2023

They are building a culture of inclusivity through their commitment and work within our employee communities (ECs), while forging ahead in their careers in the technology industry. She joined Zendesk in January 2022 and has over 10 years of experience in the FMCG industry, with seven years specifically in the IT industry.

Non-Profits 52

Non-Profits Education Engineering Technology 52

Zendesk

APRIL 14, 2023

Building a team of talented employees is already a challenge. You can avoid this by investing in your employee experience management. Having a dedicated representative focus on treating employees like they’re valued customers can have far-reaching effects. What does an employee experience manager do?

Start-ups 52

Start-ups Technology Technology Touchpoint 52

Zendesk

APRIL 5, 2021

When the COVID-19 pandemic hit, most companies and workers weren’t ready for remote work life. A recent PwC study found that 83 percent of companies think they’ve successfully transitioned to remote work. Working from home is the workplace model of the present—and the foreseeable future. What is remote work?

Start-ups 98

Start-ups CRM 98

Callminer

MARCH 9, 2020

Software of this type helps streamline scheduling processes in a variety of ways, ranging from daily task management to full-blown shift scheduling and leave regulating. Managing Shifts. Rotating schedules and shifting operational goalposts can make keeping track of attendance and scheduled leave among employees especially tricky.

Start-ups 182

Start-ups Customer Satisfaction Retail Technology 182

Fonolo

NOVEMBER 23, 2021

With the rise of remote and hybrid work environments , customers don’t always have access to brick-and-mortar businesses. That’s a big hit to an industry that already experiences a 30-45% agent attrition rate outside of COVID! Balancing education and engagement. Involve your employees in data collection and analytics.

Contact Center 148

Contact Center Gaming Education Sales 148

Zendesk

JANUARY 10, 2024

What are workforce management metrics? Workforce management metrics are statistics businesses can use to measure, analyze, and optimize their operations. These figures provide information on team performance, employee engagement, and the organization’s overall productivity.

Net Promoter Score 52

Net Promoter Score Non-Profits Start-ups Customer Satisfaction 52