Calabrio
MARCH 22, 2025
Best Practices Contact Center Management: Best Practices & Strategies for Peak Performance Share The modern contact center is no longer seen as a mere service function at the periphery of the business. At the same time, contact center operations have also taken on a new level complexity.
Calabrio
MARCH 31, 2025
Workforce Management Contact Center Gamification: What You Need to Know to Use Games for Improved Engagement and Performance Share Did you know that low employee engagement costs the global economy about $8.9 Luckily, there is: its called contact center gamification. trillion dollars ?
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Uniphore
JULY 23, 2021
Employee disengagement is rampant in contact centers. But it’s actually the everyday reality at the contact center, according to Gartner’s recent report “Rampant Employee Disengagement is Driving Turnover and Harming Customer Outcomes.” Jacada's Call Center Life: 2021 Edition. Register Now.
BlueOcean
JUNE 6, 2017
At first glance, attrition seems like a chink in the armor for contact centers. Across every industry, the fact that people leave their jobs and move on is a basic truth, but in the contact center, the attrition metric receives quite of a bit of negative attention. Here’s what you need to know.
Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager at SupportLogic
The 'great resignation' and the 'great talent reshuffle' have impacted contact center and customer support staff as much, if not more than, any other part of the workforce. Attendees will walk away with insight on the following: Critical components for coaching programs. The importance of efficiency when onboarding and training agents.
BlueOcean
JULY 20, 2023
In our world of outsourced customer care solutions, one of the big challenges we continue to wrestle with on the sales side of things is the significant change in the contact center RFP process. With this in mind, it can be helpful to assess how organized, prepared, and engaged a vendor is in a virtual setting.
Omnicus
DECEMBER 7, 2022
As a team leader in a contact center, it can be frustrating when you have unengaged employees. These employees may be lackadaisical, uninterested in their work, or simply going through the motions without any real passion or drive.
Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.
You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center.
Speaker: Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC
The only sustainable way to get these human experiences is with employee engagement. Employee engagement requires great leadership. In this webinar, you will learn: How to improve employee retention while improving quality customer and prospective client interactions through engagement.
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When turnover runs rampant in the contact center, institutional knowledge is lost, productivity drops, the quality of service decreases, and employee engagement and morale go down. Agent attrition has always been a burden on a company’s bottom line.
Speaker: Jim Rembach, Editor in Chief, CX Global Media
Most contact center leaders view the touchpoint from agent to customer as the most important. The touchpoint from contact center leaders to their employees has become essential in order to introduce these new technologies as a form of empowerment rather than a total replacement.
Speaker: Jim Rembach, President of Call Center Coach
Keeping up with constantly changing contact center technologies, economic issues, business issues, and personnel issues requires you to become skilled in a wide range of areas. You will also learn: The single most profound finding ever on employee engagement. The 6 biggest changes you must make for contact center success.
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