What Is Customer Sentiment Analysis — And Why Is It Important?

What Is Customer Sentiment Analysis — And Why Is It Important?

Words matter, but language is complex and often left to interpretation. That’s especially true in your contact center, where millions of customer interactions across dozens of platforms can leave you overwhelmed by information and unable to act on what you hear from your customers.  The rise in conversational commerce — chat interactions on a variety…

5 Best Ways To Keep Remote Contact Center Agents Connected And Engaged

5 Best Ways To Keep Remote Contact Center Agents Connected And Engaged

The road to the contact center of the future is winding and uncertain. Flexibility, though, is the key to a smoother ride. Adapting to the work styles and learning preferences of your remote contact center agents is a smart place to start. You’ll increase engagement now and optimize performance long-term. Research from Playvox — including…

5 Ways Contact Center Managers Are Adapting to Remote Work

5 Ways Contact Center Managers Are Adapting to Remote Work

Want to retain your agents? What about attracting new ones for your open positions? While these might be rhetorical questions, our customers tell us again and again that agent retention has never been more important. So we’ve got two words for you: remote work.  There’s no way around it — most agents are looking for…

4 Smart Reasons To Offer Remote Work In Your Contact Center

4 Smart Reasons To Offer Remote Work In Your Contact Center

Here’s an alarming statistic: More than half (56%) of contact center agents say they’d think about leaving their jobs if they couldn’t work remotely. Our 2022 research study of contact center agents and managers revealed a big conflict between these groups: Despite most agents’ appetite for remote work, almost half of contact centers plan to…

3 No-Fail Remote Workforce Training Techniques Top Contact Centers Use

3 No-Fail Remote Workforce Training Techniques Top Contact Centers Use

Contact centers succeed or fail on agent performance. Today’s top-performing contact center leaders know remote workforce training and agent engagement are the new imperatives for performance optimization. Whether your contact center is remote, hybrid, or moving back to the office full-time, getting agent performance right means unlocking the potential of every employee, every day. While…

The Great Resignation: How to Retain Your Contact Center Agents

The Great Resignation: How to Retain Your Contact Center Agents

In spring 2021, roughly one year into the COVID-19 pandemic, an unprecedented change occurred in the workplace. There was a mass exodus. Quit rates skyrocketed as workers gave notice and set out to find greater satisfaction in their livelihoods, pursue higher wages, and discover their true professional purpose. In April 2021, a record 4 million…

Leading A Multigenerational Workforce in the Contact Center

Leading A Multigenerational Workforce in the Contact Center

A contact center is a perfect place for a multigenerational team. There’s so much to do and so many types of customers to work with — not to mention so many channels to manage — that having a team of agents with different strengths will invigorate your customer experience. Tapping into the capabilities of your…

How WFM Tools Create Success for Omnichannel Contact Centers

How WFM Tools Create Success for Omnichannel Contact Centers

During the global pandemic, customers massively turned to digital communications, and, according to consumer studies, this change is here to stay. While presenting a tremendous opportunity for business growth, this trend also creates  challenges for contact centers. Customers now expect to do business with an omnichannel contact center that delivers consistent and seamless customer experiences…

Five Coaching Tips For Contact Center Agents that Work

Five Coaching Tips For Contact Center Agents that Work

Coaching your contact center agents on their performance can either fill everyone with dread or be a productive activity that you and your agents look forward to. Either way, it needs to be done, and arming yourself with a full set of coaching tips for contact center agents will ensure the sessions are productive. Agent…

High Performance Contact Centers Begin With the Right WEM Suite

High Performance Contact Centers Begin With the Right WEM Suite

Most companies aspire to excellence in customer experience (CX). But without getting contact center performance right, all other CX elements – such as marketing, user experience, etc. –  will ultimately fall flat. How do you build a high performance contact center? The foundation of contact center success is attracting and retaining skilled and motivated employees…