Delivering a Great Customer Experience: Why Contact Centers Struggle and What It Takes to Succeed

Posted by 3CLogic on Jan 31, 2022 9:00:00 AM

If it feels like today’s customers have higher expectations than ever before, it’s not just your imagination. With so many options to choose from, customers can easily take their business elsewhere if a particular organization doesn’t provide an exceptional level of service.

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Topics: CRM, customer experience, contact center integrations, agent coaching, contact center solutions

Why a Smart CX Strategy Is Critical to Your Bottom Line

Posted by 3CLogic on Dec 10, 2021 11:00:00 AM

Today’s customers have a bevy of choices for nearly every type of product or service. Whether it’s a car, pair of shoes, restaurant meal, or subscription-based software they’re in need of, customers can be quite discerning in deciding which company will ultimately win their business.

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Topics: customer experience, agent coaching, omnichannel

3 Tips for More Effective Agent Coaching in Your Contact Center

Posted by Rachel Brink on Feb 24, 2016 8:46:07 AM

 

According to Contact Center Pipeline’s recent survey, the biggest challenge for today’s contact centers is high attrition rates—something that should come as no surprise when considering the average call center faces an average annual turnover rate of nearly 33%. And when asked what conditions must be present to create satisfied employees, 67% of contact center managers said relevant and sufficient training (Jabra). In fact, 41% of employees plan to leave those organizations with a training score of “poor”, as opposed to just 12% from those with a training score of “good”. So what are a few ways call centers can more effectively train and coach their employees to create a happier work environment and reduce attrition rates? Consider the following:

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Topics: call center, contact center, contact center solution, agent training, agent coaching

3 Tips to Effectively Train your Call Center’s Agents

Posted by Rachel Brink on Feb 26, 2015 11:47:43 AM
Costing roughly $5,800 annually, employee acquisition and development is one of the more expensive and time-consuming line items on any company balance sheet. As it relates specifically to the call center space, an industry that has long been associated with extremely high employee turnover rates and low employee engagement, many managers have increasingly sought to mitigate the impact of low employee retention by enhancing the quality of their training programs. And with just a moderate 2% increase in employee productivity generally covering the entire cost of any training initiative, it’s hard to argue against the investment.
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Topics: contact center software, call center software, best business practices, virtual assist, agent productivity, agent retention, agent training, agent turnover, business intelligence, gamification, employee turnover, employee engagement, agent attrition, agent coaching

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