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.
Forecasting is crucial for any contact center to efficiently allocate resources, manage agents, and meet customer expectations. The right calculator can simplify this complex process, ensuring you make decisions rooted in data. Here's a compilation of top forecasting calculators that every contact center professional should be familiar with
Another year of customer-centric rhetoric has unfortunately accompanied another year of customer experience disappointment.
The decision to outsource can be transformative for many contact centers, offering the potential for reduced costs and access to a broader talent pool. However, with the rise of various outsourcing models, including GigCX providers that cater to specific, localized needs, it's crucial to understand what benchmarks your team needs to establish before making an informed decision.
The importance of effective goal communication with your contact center agents cannot be overstated. At ShyftOff, transparent and effective communication is key to ensuring our on-demand agents are always on top of their performance goals to best serve our contact center partners. In this blog post, we'll delve into proven strategies and tactics to ensure seamless goal communication within your contact center, fostering a motivated and high-performing team.
Artificial intelligence has the potential to vastly increase the power of sales. It won’t replace salespeople; instead, it will allow them to spend their time on the right prospects at the right time, empowered with exactly the right information.
Generative AI is getting all the attention, headlines, and industry hype. Organizations are looking at how it can be used to create better employee and customer experiences by unlocking the potential stored in the vast troves of unstructured data that house knowledge assets.
Today’s guest is Michael Todasco, Writer about Generative AI. Mike joins Seth Earley and Chris Featherstone and shares how he got his start in Generative AI and how much it has changed his life. Mike also discusses why he thinks people should embrace AI. Be sure to listen in on Mike giving his advice on how to build a better connection with your customers!
