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News : Balto Research Team Finds Tenured Agents Believe the Contact Center Is a Strong Career Choice

#ContactCenterWorld

ST. Louis, MO, USA, Feb 2023 - Balto's Conversation Excellence Lab has released a new report outlining why the majority of tenured agents choose to build careers in contact centers.

The report, "Is the Contact Center a Good Career? Tenured Agents Say Yes," is on a survey of over 620 tenured agents across the United States. Respondents answered questions about job satisfaction, benefits, mentorship, promotion-seeking behavior, coaching cadence, and more.

The report also details:

How agents use their jobs to develop social skills and problem solving techniques, and build professional relationships.
Strong benefit programs to happier employees.
The positive correlation between mentorship programs and job satisfaction
How contact centers use guidance software to boost employee performance.

"We asked our respondents if they thought that the contact center was a career choice and 85.5% said yes. This is staggeringly high," said Lior Torenberg, Director of Research Content at Balto. "The truth is, contact centers provide plenty of opportunities for leadership experience, internal promotions, cross-training, and the development of core people skills like clear communication, active listening, rapport-building, and more. 

#ContactCenterWorld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.accesswire.com


About Balto Software Inc:
Company LogoBalto understands phone conversations and tells reps what to say, live on each call.
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Today's Tip of the Day - Feasibility Of An IP Contact Center

Read today's tip or listen to it on podcast.

Published: Wednesday, February 8, 2023

Printer Friendly Version Printer friendly version

2024 Buyers Guide Telecoms

 
1.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

2.) 
PRILINK

Demarc Network Traffic Monitor
A lightweight Network Traffic Monitor that privides real-time traffic alerts and tracks all IP and SIP endpoints at Demarc. It analyzes mirrored SIP Trunk and Internet traffic in real-time and compiles Network Traffic Analytics (NTA) for all endpoints giving daily network traffic telemetry, most active endpoint summary, endpoint search table and more.

3.) 
Scopserv Integrated Services

ScopTEL IP PBX
The ScopTel IP PBX solution is a distributed software application
that can be installed on both virtual and physical servers, thus
offering a multitude of architectural designs from premise-based
servers to a centralized data center (DC) hosted WAN
environment. The application is distributed as an ISO which
includes the customized Linux operating system

4.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.
 

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