BlueOcean

OCTOBER 7, 2024

You’ll task your team with running a tight procurement process to assess potential contact center partners. The right contact center RFP questions can tell you a lot, but discerning which partner is exactly aligned with your long-term goals, your company culture, your customer base, and your team – well, that requires a site visit.

Contact Center 156

Contact Center Culture Leadership Call Center 156

BlueOcean

OCTOBER 7, 2024

You’ll task your team with running a tight procurement process to assess potential contact center partners. The right contact center RFP questions can tell you a lot, but discerning which partner is exactly aligned with your long-term goals, your company culture, your customer base, and your team – well, that requires a site visit.

Contact Center 156

Contact Center Culture Leadership Call Center 156

BlueOcean

AUGUST 21, 2019

You’ll task your team with running a tight procurement process to assess potential contact center partners. That’s why we’ve put together a list of the top 10 things to assess on your contact center vendor site visit. The pace of change in the contact center industry is mind-blowing. 2. Technology.

Contact Center 159

Contact Center Culture Leadership Sales 159

BlueOcean

JANUARY 20, 2023

Agent Engagement What is your annual agent attrition rate companywide (list both voluntary and involuntary turnover numbers)? Describe your employee engagement strategies and measurement processes. How have your employee engagement strategies evolved to support remote and/or physically distanced work environments?

Contact Center 156

Contact Center Customer Care Comparison Culture 156

BlueOcean

AUGUST 6, 2020

Describe your employee engagement strategies and measurement processes. How have your employee engagement strategies evolved to support remote and/or physically distanced work environments? What percentage of your new hires comes from employee referrals? Contact center pricing models vary from vendor to vendor.

Contact Center 156

Contact Center Customer Care Comparison Culture 156

CX Accelerator

DECEMBER 31, 2018

When we are honest with ourselves, we all know culture is the linchpin for everything we do in the Contact Center. You might take some ideas from what they did: All leaders attended Situational Leadership II training. Nate recently turned me onto OfficeVibe which can help you measure employee engagement.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

BlueOcean

JUNE 21, 2016

One of our most popular blog posts is 52 Contact Center RFP Questions to Ask Vendors. Choosing a contact center outsourcer is a huge investment. We’ve compiled a list of 51 contact center RFP questions to help you ensure you’re making the most informed decision. Agent Engagement. Need some insight?

Contact Center 120

Contact Center First Call Resolution Culture e-support 120

InMoment XI

MARCH 25, 2025

It shows up often in marketing and the sales process (such as with location-based campaigns ) and retail (in the form of customer feedback)but its also a great tool for developing contact center teams. Then leadership can communicate those successful, productive tactics to entire teams. Heres how: 1. Training is key here.

Contact Center 195

Contact Center Call Center Software Leadership 195

COPC

MAY 23, 2023

Most contact centers recognize the importance of team leaders. This article uses insights from the following research to reveal the quantifiable impact of contact center team leaders on employee satisfaction, retention and performance. US Employee Engagement Research Report COPC Inc.

Contact Center 88

Contact Center Engagement Employee Engagement Leadership 88

COPC

NOVEMBER 2, 2022

Employee engagement strategies are only as successful as the company culture allows. It’s vital that organizations recognize employee engagement’s impact on the customer experience and, therefore, on overall success. Get Employee Engagement Research Insights. ”?.

Employee Engagement 89

Employee Engagement Culture Engagement Company 89

COPC

JULY 23, 2021

Employee engagement is the glue that binds companies together. Siva and the leadership team started preparing to meet their growing client demands and refining their existing processes and policies to ensure smooth sailing operations. s Employee Engagement Services to implement FBC’s first employee survey.

Employee Engagement 98

Employee Engagement Engagement Survey Analysis 98

Playvox

FEBRUARY 13, 2024

As a contact center leader, the top agents you hire, train, and manage are the clutch players. First, if your agents feel their efforts aren’t accurately measured or noticed by leaders, it reduces engagement, negatively impacts job satisfaction, and weakens motivation to perform at the highest levels.

Contact Center 88

Contact Center Gamification Measurement Training 88

Integrity Solutions

FEBRUARY 15, 2019

The past few years have seen a dramatic increase in investments in AI, data analysis and other technologies designed to increase contact center efficiency. But in spite of all the technology that’s now available, the #1 factor contributing to whether or not your contact center achieves its objectives hasn’t changed.

Contact Center 77

Contact Center Training Employee Engagement Technology 77

BlueOcean

DECEMBER 20, 2017

What does that mean for outsourced contact center employers? In our opinion, it means we better be doing a good job setting up an employment experience that meets the average Millennial’s needs, and we better be shaping our industry to support engagement of this demographic for the short term and the long term.

Omni-Channel 159

Omni-Channel Contact Center Employee Engagement eBook 159

TechSee

JUNE 16, 2021

The technology has been proven to improve ROI by boosting efficiency in contact centers and field services, reducing truck rolls and dispatches, decreasing product return rates , and improving the overall customer experience. Like any enterprise technology, the success of Visual Assistance rests heavily on employee engagement.

ROI 251

ROI Case Study Strategy Wireless 251

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. Describe your employee engagement strategies and measurement processes. What results have you seen?

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

NICE inContact

MARCH 26, 2019

Most contact centers share a goal of delivering excellent customer service. Customer experience has never been more important in earning brand loyalty — and for your center to improve, you should understand how your organization compares with others. But how many truly achieve that objective? Organizations in this stage.

Customer Experience 152

Customer Experience Contact Center Customer Centricity Policies 152

Playvox

MARCH 27, 2023

Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. Training programs should be designed to meet the specific needs of the contact center and its agents.

Contact Center 84

Contact Center Gamification Training Chatbots 84

Bold360

JANUARY 22, 2020

But focusing on better employee engagement can in turn lead to better customer engagement. And yes, we’re talking all employees. Frontline employees in stores and branches. Contact center employees answering calls and chats. At first glance, this seems like a no-brainer.

Employee Engagement 76

Employee Engagement Engagement Customer Experience Chatbots 76

TechSee

JANUARY 25, 2023

He is a visionary with a demonstrated ability to identify customer needs and design a strategy that builds innovative, profitable, and scalable solutions, delivering greater customer loyalty and employee engagement. Jon has been with KONE Americas for over 16 years, and serves on the Americas Leadership Team.

Management 41

Management Automotive Leadership Effort Score 41

TechSee

APRIL 16, 2019

Many of us have worked in contact centers. Contact center agents want to work for employers who help them to develop and grow their careers – and they’re not afraid to leave if they’re not getting what they need. What Matters Most to Contact Center Managers. Proactivity is Key.

Call Center 126

Call Center Culture Contact Center Net Promoter Score 126

Experience Investigators by 360Connext

MARCH 23, 2021

And debrief with the employee about what you heard, what’s common and what’s not, etc. Visit your contact center when you feel out of touch. See if you can listen in, talk directly to your contact center agents, and get a pulse on where customers are seeking support.I

Customer Experience 271

Customer Experience Contact Center Customer Journeys Metrics 271

Experience Investigators by 360Connext

APRIL 23, 2024

Then consider how to intentionally design and execute on customer journey improvements, internal process design, and employee engagement efforts to move the organization closer to those goals. Many leaders are seeing heavy turnover in contact centers, leading to costs around hiring, training, and losing institutional knowledge.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

CX Accelerator

DECEMBER 5, 2017

With a fresh outlook on employee engagement, you can create a working environment worth sticking around for. This article will focus on three essential (but rarely discussed) engagement techniques specific to service professionals Peer-To-Peer Relationship Focus Do you want to know the top reason people stay at their jobs?

Loyalty 140

Loyalty Customer Service Contact Center Sports 140

Experience Matters

JANUARY 6, 2015

As you can see in our video Driving CX Transformation , the blueprint for a customer-centric culture is based on what Temkin Group calls the four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness. Contact Center Loyalty Aspirations.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

Integrity Solutions

MARCH 3, 2020

The most persistent contact center challenges can be overcome by making coaching a part of the culture and developing your agents’ listening and problem-solving skills. For several years we’ve been participating in Customer Contact Week (CCW), the world’s largest customer contact event series. The Power of Coaching.

Contact Center 59

Contact Center Culture Conference Call Center 59

CSM Magazine

DECEMBER 28, 2021

takes an in-depth look at how leaders can improve employee engagement to drive a better customer experience and achieve greater customer loyalty. You know the old adage, “happy employees = happy customers.” That is where employee engagement comes into the picture. What employee engagement is and what it is not?

Employee Engagement 59

Employee Engagement Engagement Customer Experience Culture 59

Playvox

MARCH 12, 2023

Running a smooth and efficient contact center can feel like the ultimate struggle, but don’t worry, you’re not alone. Providing noteworthy customer experiences is a top priority for any business, and a well-run help desk, support center, or customer service center is the key to improving contact center performance.

Contact Center 52

Contact Center Strategy Gamification Customer Satisfaction 52

Experience Investigators by 360Connext

JULY 28, 2020

It’s easy to believe your brand is thinking of customers when in reality the leadership simply isn’t ever asked to do so. Track employee engagement with CX by partnering with Human Resources on the annual employee feedback survey. Or it may be defined as what happens in the contact center.

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

CSM Magazine

JUNE 16, 2020

As contact centres evolve as a result of COVID-19, Thomas Rødseth, Chief Technical Officer at Puzzel says now is a critical time to keep frontline staff safe and motivated. What comes first: happy customers or happy employees? Finally, introduce a strong and inclusive leadership culture. Provide purpose and tools.

Employee Engagement 52

Employee Engagement Omni-Channel Engagement Strategy 52

InMoment XI

JUNE 5, 2024

Contact Centers: Analyzes call transcripts for categorization, QA, alerting, and enhanced CX with tools like Conversational Intelligence and dashboards for agents and managers. Innovation – Following the Lexalytics acquisition, InMoment led text analytics innovation, which is recognized with industry awards.

Analytics 195

Analytics Effort Score Social Media Innovation 195

Calabrio

APRIL 28, 2021

Key market and societal shifts require a repositioning of how organizations manage employees and ensure engagement within their contact centers.” In our State of the Cont act Center 2021 : Cloud is Here. ” 1 . What’s Next? Analytics will be at the heart of much of the new functionality.”

Meeting 130

Meeting Engagement Management Contact Center 130

Brad Cleveland Blog

JUNE 30, 2022

This has been a brutal few years for many contact centers. The work we’re handling has surged and become more complex, while the employees … Continue reading → The post Do your goals and metrics foster employee engagement? appeared first on Brad Cleveland.

Employee Engagement 48

Employee Engagement Metrics Engagement Contact Center 48

COPC

MARCH 11, 2024

Early attrition poses a significant and costly challenge for contact centers. and Centrical have teamed up to present the Improving Contact Center Retention Series, offering strategies to increase call center retention and lower attrition-related expenses. To address this issue, COPC Inc.

Call Center 97

Call Center Gamification Contact Center Employee Engagement 97

COPC

JULY 23, 2021

Employee engagement is the glue that binds companies together. Siva and the leadership team started preparing to meet their growing client demands and refining their existing processes and policies to ensure smooth sailing operations. s Employee Engagement Services to implement FBC’s first employee survey.

Employee Engagement 52

Employee Engagement Engagement Survey Analysis 52

NICE inContact

JANUARY 30, 2017

NICE positioned as a Leader and is positioned highest in Ability to Execute and furthest in Completeness of Vision due to significant growth, large market share, and innovation leadership in product development highlights the enterprise as paving the way in the Workforce Engagement Management category.

Engagement 120

Engagement Management Leadership Employee Engagement 120

Brad Cleveland Blog

FEBRUARY 23, 2023

The most customer-centric organizations build on a foundation of employee engagement. What’s behind that level of engagement? As it turns out the key driver is purpose.

Employee Engagement 52

Employee Engagement Engagement Customer Centricity Video 52