Onboarding is a critical piece of the employee experience maybe even the most important part of the employee journey! With the average tenure of US employees sitting at just above 4 years, HR leaders and teams are under tremendous pressure to maximize their investment in new hires and prevent costly turnover.
HR is a challenge even during the best of times, but 2023 featured a line-up of harrowing events that disrupted lives, homes, and workplaces around the world. Not to mention the many rounds of tech layoffs that began in late 2022, and the ongoing labor shortages across a number of industries
How much time off is too much or too little? What types of PTO should you offer? In most companies, it's up to HR pros to answer these questions, build effective policies, and solve other time-off challenges
The release of ChatGPT one year ago unleashed tremendous expectations for enterprises to leverage Large Language Models (LLMs) and Generative AI resources. Businesses are steadily exploring applications and use cases that improve customer experience, employee productivity, and prospects for increased revenue. In this 2023 edition of the Conversational AI Intelliview, Opus Research evaluates 1 leading Enterprise Intelligent Assistants providers who are under increasing pressure to leverage emerging technologies for automated, natural-language, self-service solutions and the ongoing refinement of voicebots, chatbots, and other conversational assistants.
Surge capacity requires contact centers to quickly scale up their resources to meet seasonal peaks or an unexpected increase in demand.
According to Salesforce, "First Call Resolution or FCR is a metric for customer service that identifies the percentage of customer issues resolved in a single interaction with a representative."
Contrary to popular belief, call center outsourcing and contact center outsourcing are different. Even though professionals use the terms contact center and call center interchangeably. Today’s customers have more options than ever to contact a company for support. When it comes to outsourcing, it’s essential to understand the difference between the two to identify the right solution for your business.
The average rate of attrition for contact centers refers to the turnover or churn of employees within these organizations. According to a study conducted by Contact Center Pipeline, the attrition rate in contact centers can vary widely depending on factors such as industry, location, and company culture.
A contact center’s main focus should center on providing exceptional customer service and support. Most contact center operators understand the value of outsourcing to help meet their service levels and maintain KPIs for their contact center functions. However, if you’re new to outsourcing or exploring new options, you may be searching for the right mix of support to augment your in-house team.
Contrary to popular belief, there is a way for contact centers to achieve perfect staffing. Whether you're a new contact center leader or a seasoned veteran, you understand that contact center staffing is one of the most challenging functions of operating a contact center. The growth of omnichannel support and customer expectations create unique requirements for contact centers to find the right people or resources to provide excellent customer service.
