Let’s face it. Spreadsheets were made to manage numbers, not people. For scheduling and managing the complexities of a high-demand agent workforce, spreadsheets do not cut it. In fact, they can be a detriment to the effective operations of your contact center. If you’re struggling with forecasting, scheduling, and monitoring your workforce in real-time, you’re…
With remote work likely here to stay, you may need ideas on how to boost agent engagement and the virtual work experience of your employees.Â
According to Glassdoor, appreciation is the most critical element for motivating customer service teams. According to its recent study, 81% of customer service employees feel appreciation is their most important motivating factor, followed by demanding bosses (38%) and fear of losing one’s job (37%).
Keeping employees happy and motivated is challenging in any workplace, and agent motivation is especially difficult for contact centers. Although you might think employee happiness is less of a priority than ROI, customer experience, or profit margins — research shows that happy employees are more productive. It’s here, at the juncture of happiness and productivity,…
If you’re focused on strengthening customer service within your contact center, the first step is to boost your agents’ performance. Why? Because agent performance directly impacts customer satisfaction and sales. Agents are the foundation and most important asset of your company — they’re on the front lines. They’re in constant communication with your customers and…
So, you’ve chosen an LMS for your customer service team. You plan to create the most effective learning courses you can. You want every single frontline employee to grow into a master of outstanding service. Sounds overly ambitious? Not at all. With the right LMS and learning courses, you can help your customer service team…
As a customer service agent, you’re responsible for representing a business or organization in every single interaction. Your performance has a massive impact on the customer’s experience. Research by American Express revealed a ‘pleasant’ representative was crucial to 68 percent of consumers’ satisfaction when dealing with a business, and they’re willing to spend 17 percent…
Every call center or business with its own customer service department should invest in a high-quality Learning Management System (LMS). Why? Because ongoing education for your employees is crucial to keep delivering the best customer experience. Yes, it’s another expense your budget might seem too small for, but you have to recognize just how vital…
Every successful call center relies on a good team. You can offer exceptional products or services at killer prices, but if you hire the wrong employees — or simply fail to manage the right ones properly — you’re very unlikely to see the results you hope for.
Every employee in your call center or customer service department has their own soft skills.
WEBINAR
Are you ready for AI?
Wednesday, April 17, 2024 at 11:00 AM EDT