What does it take for your employees to thrive working remotely? While many organizations are now working remotely, is anyone really doing it well? We talked with remote work expert Chase Warrington about what it takes to cultivate a thriving remote work environment—and a few pointers on what not to do in our latest Cohesion Podcast on Improving the remote work experience.
Looking for a detailed guide to call center optimization? Call centers are an inseparable part of a customer-centric business. They greatly assist an organization in improving customer interaction, resolving issues, and enhancing brand value. The customer service industry has grown by leaps and bounds, and most call centers now use advanced technology to enhance their performance. To stay in the race, your organization needs to focus on improving the quality of the call center.
Excellent customer service depends on knowing what you’re selling like the back of your hand. Business Wire revealed that consumers rank “knowledge about the product or service” as one of the top qualities of customer service agents. Customers expect support agents to know everything there is to know about a company’s products and services. Simply reading out specs from a product information sheet won’t cut it.
Workforce analytics has been around for quite some time now, and it is still going strong today. In fact, you might be surprised to learn that workforce analytics isn’t just a method of data collection and analysis. Instead, workforce analytics can actually be described as an umbrella term encompassing several separate processes and methods of gathering data and then using it to your company’s advantage to make better decisions and gain a competitive advantage over the competition.
Call center reporting converts raw data into insightful reports. Based on the type of report, you can understand agent performance, evaluate key team performance metrics, and make informed decisions to enhance your customer support. Moreover, identifying and resolving issues granuarly can help you build strategies to achieve excellent customer engagement. This article will cover what call center reporting is, its benefits, and the top eight call center reports.
Do you ever feel overwhelmed when faced with a seemingly endless list of tasks to complete? It can be hard to know how and where to start. That’s why setting priorities is an important part of staying organized, on task, and accomplished. By prioritizing tasks, it helps us ensure that we are completing the most important ones first and finding balance in our lives both at home and at work.
Almost 75% of employees have experienced burnout at some time in their lives. Project manager burnout is a paradox in many ways. Project work’s tempo, intensity, and complexity provide a perfect setting for burnout. Project managers are natural go-getters who excel under pressure. You cannot afford to overlook the symptoms of project management burnout. A state of physical, mental, or emotional exhaustion caused by continuous work stress is burnout. The symptoms may resemble those of depression.
In our increasingly volatile world, organisations are having to assess how well they can respond to a crisis. When considering their ability to communicate in a crisis, many companies running mission critical services are turning to Element. Critical national infrastructure is a high value target for all types of physical and cyber attacks, with both profit-minded criminals and rogue nations seeking to benefit by causing major - potentially life threatening - disruption.
