Playvox

FEBRUARY 20, 2024

Forty-three percent of companies in a January 2022 PwC executive survey said they would keep offering hybrid work options for employees and 30% said they’d make remote work a permanent option. It also provides employees with more flexibility and a better work-life balance, as they can create their own schedules and avoid long commutes.

Management 88

Management Gamification Contact Center Policies 88

Stella Connect

JANUARY 20, 2022

Looking for ideas for how to create the best customer service training program for your contact center? After all, according to our Customer Service Trends for 2022 report: Nearly all (95%) of customers say customer service impacts their purchasing decisions. Embrace gamification, such as trivia games or peer challenges.

Customer Service Training 78

Customer Service Training Contact Center Training Customer Service 78

COPC

JANUARY 15, 2024

Call centers typically see ~70% or more of their first-year attrition within the first 90 days.  The gap decreased from a nine-point difference in 2021 (70% vs. 61%) to an eight-point difference in 2022 and further to a five-point difference in 2023.   Onboarding is a “danger zone” for attrition.

Employee Engagement 79

Employee Engagement Contact Center Training Call Center 79

Playvox

APRIL 27, 2023

Tackle Agent Attrition, Address Burnout With WEM In 2022, the average a gent turnover rate climbed as high as 30% for large customer service organizations. Gamification can contribute to a better agent experience by breaking up the daily routine while promoting collaboration and a deeper sense of community within the team.

Contact Center 52

Contact Center Trends Gamification Omni-Channel 52

Playvox

SEPTEMBER 2, 2022

Our 2022 research shows that 70% of agents say that working remotely has improved their job satisfaction, and 56% of respondents say they’d consider leaving their jobs if they couldn’t work remotely. Related Article: 7 Essentials to Managing Remote Call Center Agents. So we’ve got two words for you: remote work. Leanne Y.,

Contact Center 70

Contact Center Management Policies Gamification 70

Magellan Solutions

MARCH 3, 2021

By 2022, the sector projection is at $250 billion. Businesses prefer call center outsourcing Philippines because of the Filipino neutral accent. Even dubbed as the World’s Call Center Capital. This could threaten call center outsourcing Philippines. Gamification. Global In-house Center.

Telecommunications 52

Telecommunications Call Center Healthcare Government 52

NobelBiz

FEBRUARY 22, 2023

In the past, businesses had to spend a lot of money and take up a lot of space to install call center technology — stations, computers, servers, etc. Companies may now use Cloud Contact Center solutions without worrying about deployment and maintenance thanks to the power of the cloud. And here are the telltales.

Contact Center 52

Contact Center Contact Center Software Call Center Multi-Channel 52

NobelBiz

AUGUST 28, 2023

Multichannel Maze According to CustomerThink , a noteworthy 40% of organizations are cranking up the dial on self-service IVR software, making it crystal clear that omnichannel self-service is taking pole position in the call center’s roadmap to the future. Navigating the multichannel maze is a classic contact center challenge.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

Playvox

MAY 2, 2023

Supporting remote work in your customer service center is key to a positive employee experience. Remote work continues to be a highly desirable benefit for contact center employees. Research from 2022 by ICMI tells us that only 35% of contact centers have omnichannel capabilities, but customer demand is high for this type of support.

Contact Center 52

Contact Center Omni-Channel Contact Center Software Gamification 52

NobelBiz

FEBRUARY 21, 2022

In the past, businesses had to spend a lot of money and take up a lot of space to install call center technology — stations, computers, servers, etc. Companies may now use Cloud Contact Center solutions without worrying about deployment and maintenance thanks to the power of the cloud. And here are the telltales.

Contact Center Software 52

Contact Center Software Contact Center Software Call Center 52

NobelBiz

MARCH 23, 2022

Running a successful contact center means you’re responsible for keeping customers happy and your agents performing effectively so that your company may thrive. And generating an ROI on your contact center to increase your company’s bottom line is part of that growth strategy. In terms of numbers, ROI is expressed as a percentage.

Return on Investment 52

Return on Investment Contact Center ROI Measurement 52