Managing a contact center comes with a slew of day-to-day challenges. Empowering agents and satisfying customers, all while maintaining exceptional levels of quality? It’s nothing short of a juggling act! However, there’s a clear path to success: Hire highly skilled quality assurance analysts who are dedicated to achieving your organization’s goals. If you’ve recently established…
Leading a contact center workforce with agents whose ages vary widely can be a challenge. You know it, and your agents know it: In its 2020 Global Human Capital Trends report, Deloitte found that only 6 percent of employees surveyed said they felt their leaders were equipped to handle a multi-generational workforce well. Part of…
Lately, it seems companies are increasingly focused on the happiness of their employees. It’s with good reason — fulfilled and engaged employees are more likely to stay and be productive. It’s a win-win for the company and the staff.
If you work in a contact center, you know all too well the problem with employee morale. Between the long hours, repetitive work, and training problems, it’s no wonder turnover is so high.
Contact centers need candidates who can multitask, problem-solve, work reliably, and work flexible shifts, as well as use their technical skills and keep customers happy. contact center recruiting means sourcing and screening candidates who possess these skill sets. Well-managed job attraction is crucial if your organization wants to hire the right people and reduce attrition….
Customers who repeatedly contact agents for help can cost you — and more than just money. Your contact center agents lose time to repeated contacts, and you’ll risk a decrease in customer satisfaction, too. Companies and contact center agents must implement First Contact Resolution (FCR) strategies. Improve your FCR rate by learning what it is,…
First-call resolution (FCR) is one of the most important aspects to maintain high customer satisfaction in the call center. Unfortunately, customers are calling with increasingly complex questions and it isn’t always possible to give them the answer or in the time they want. Repeated calls can mean increased call volume, expenses and unfortunately, unhappy customers….
WEBINAR
Are you ready for AI?
Wednesday, April 17, 2024 at 11:00 AM EDT