Call Centre Helper Magazine on LinkedIn: Discover How to Track and Improve Agent Satisfaction (2024)

Struggling with inconsistent customer experiences across channels and agents? 🤔 Our digital content director Xander Freeman with be joined by CallMiner and Martin Hill-Wilson on the 12th September to discuss:🔵 How to identify where your inconsistencies are🔵 Best practice strategies for creating a more consistent CX🔵 Top tips for getting buy-in for change🔵 Where the latest technologies can make a difference🔵 Quick wins for instant resultsDon't miss out on these valuable insights!Register here 👇 https://lnkd.in/ehfuyU_u#CCHWebinar #ContactCentres #CX

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What happens when the promise of AI meets the reality of running a contact centre? 🤔 In Scorebuddys upcoming webinar, Paul Lawless and Brian Maguire delve into the results of processing 1 million evaluations through our new AI Auto Scoring solution.Register here 👉 https://lnkd.in/eHTJyEzK#CXWebinars #CX #ContactCentres #AI

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Five9 has announced its entered into an agreement to acquire Acqueon, a real-time revenue execution platform👏 This move aims to enhance Five9’s Intelligent CX Platform by integrating AI-driven, omnichannel customer engagement, enabling businesses to interact with customers more effectively across the entire customer journey, from marketing to customer service.Mike Burkland, Chairman and CEO of Five9 said, "together with Acqueon, we can intelligently combine the preferences of the customer with the increasing variety of outreach channels to help enterprises grow their revenue and delight customers, while aligning to compliance standards."Ashish Koul, CEO of Acqueon said,“We are thrilled to join forces with Five9, an industry leader in cloud CX and AI."Read more on this exciting news here 👉https://lnkd.in/evvtkyP5#CX #CXNews #Omnichannel #AI

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Do You Treat Digital Interactions Like Voice?🤔 Digital interactions are very different from voice interactions. They can start and stop intermittently, and employees can manage multiple digital interactions simultaneously.Take a look at this video where Andrea Matsuda, Manager of Product Marketing at NICE, explains how advanced analytics and AI can transform workforce scheduling for digital interactions.For more on our contact centre best practice videos, follow this link 👇https://lnkd.in/eGMEhgKS#CX #WorkforcePlanning #ContactCentres

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Call quality is crucial for a positive customer experience, impacting satisfaction, loyalty, and retention. 🌟 Evaluating your call centre’s Mean Opinion Score (MOS) is an essential metric to understand its performance, affecting both customer and agent experiences.In this blog, we summarise the key points from a recent article from David McGeough 🚀 atScorebuddywhere he explored what MOS is, what affects it, its impact on your contact centre and strategies to improve it.👉 https://lnkd.in/ey55znWg#MOS #CX #ContactCentres #CSAT

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When evaluating your contact centre agents’ performance, you have to tread a fine line between judging whether or not someone has done something well and remaining objective. This can sometimes lead to supervisor bias👀 Translating manual scorecards into AI-driven auto scorecards helps eliminate supervisor bias, ensures consistent evaluations, and scales effortlessly In our recent article, MiaRec explains how to transition from manual scorecards to AI-driven contact centre evaluations.👉 https://lnkd.in/exYUxjnA#AI #ContactCentres #CX

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4% drop in abandonment rates ⁉ North Devon District Council chooses Zoom as their new communications technology partner to help organise, prioritise, and log calls.Andrew Tapp, Council staff at North Devon District Council said, “We’ve seen a 4% drop in our abandoned rate in the first month since going live which we attribute to the call-backs being introduced.”Read the full case study here 👉 https://lnkd.in/e_j4YJXM#CX #ContactCentres #AbandonmentRate #CXStudies

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Are you tracking how well your scheduled staffing matches actual needs? 🤔 Schedule efficiency is one of the most important metrics in the planning process. Bad schedule efficiency indicates poor customer experience, agent burnout, excessive costs, or all three.In our recent video, Richard Saqladi, Regional Sales Director at injixo explains the importance of constantly monitoring and improving your schedule efficiency.For more on our contact centre best practice videos, follow this link 👇https://lnkd.in/eGMEhgKS#CX #WorkforcePlanning #ContactCentres

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Hello everyone! Here are our top 3 tips of the week from our Editor Megan Jones 😊 For more, visit www.callcentrehelper.com and follow our LinkedIn page for all the latest industry news, events, and articles.

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To Celebrate it being 8x8 day, we’re highlighting 8x8s upcoming CX road trip 🎉 If you're Looking to transform your CX strategy and discover new connections, why not join their US CX Tour where you will:🔵 Discover the future of customer experience 🔵 Learn from customer success stories 🔵 Explore the latest in CX technology solutions 🔵 Connect with peers and industry partners to enhance your CXFurther information here 👉 https://lnkd.in/eahcKEnw#CX #ContactCentres #CXCollaboration

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