It’s July, which means it’s half time of 2022. With two quarters down and two quarters to go, I think it’s safe to say that at some point this year, we’ve all felt uncertain about something, given the many challenges this past year has provided. At the start of the year, most contact center leaders…
Contact center agent attrition can be as high as 38% — and it’s not hard to understand why. An agent’s work is frequently monotonous, stressful — thanks to angry customers taking out their frustrations on agents — and overwhelming with too many interactions to handle. It can be a thankless, unappealing job, pushing employees to…
If your contact center agents lack writing skills, you need to learn the practical, proven coaching strategies that will help them improve.
During the pandemic, customers turned to digital communications in droves for service and support. Contact centers quickly needed to pivot to add or enhance additional support channels such as chat, text, and email. Omnichannel support is now the de facto standard for many organizations, and this shift will continue to grow throughout 2023 and into…
The requirement to provide a better customer experience while improving agent productivity and controlling costs is paramount in contact centers in the best of times. During a recession, it could be the difference between survival and failure. Workforce management (WFM) continues to be one of the most important contact center agent productivity tools. By optimizing…
The customer experience (CX) benefits of effective Workforce Management (WFM) scheduling are clear. And, to get even more out of your WFM solution, leverage these five WFM scheduling tips and start the new year with positive momentum for lasting CX improvement. Done right, WFM scheduling also can be a critical strategy for boosting your customer…
If the last 24 months have taught us anything, it’s that long-term capacity planning is in dire need of an overhaul. Our world is dynamic. Business is dynamic. And hiring is dynamic. In the dynamic world of customer support and service, capacity planning, or the process of long-term forecasting and planning for staffing needs, can’t…
As one of the newest terms to enter the contact center space, workforce engagement management (WEM) is much more than a simple change in the words we use. WEM suites are an evolutionary shift — beyond workforce optimization — brought about by the need to take customer service operations to the next level by placing…
Are your employees excited to come to work each and every day? Or are they disengaged, disinterested, and lacking motivation? Employee engagement is one of the most challenging aspects to master in the contact center. That’s why many organizations are putting increased emphasis on improving their company culture in order to improve employee morale. One…
Agent burnout directly harms the quality of customer service your business provides and significantly hurts your company’s bottom line. It’s hard to ignore the fact that contact centers are plagued with high agent burnout and turnover rates. According to industry studies, average annual turnover ranges between 30-45 percent – with some centers experiencing turnover into…
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