CSR Inc.

JULY 17, 2016

While I agree with the gist of the article about ways in which technology can positively impact the call center workplace (some are common talking points for me as well), I want to focus on two in particular that inevitably come up in discussions with call center managers: gamification and coaching/feedback.

Call Center 48

Call Center Technology Gamification Coaching 48

SharpenCX

FEBRUARY 12, 2020

billion in annual revenue since their debut in 2012. And even as the company has shifted and changed since their launch in 2012, their mission and values have remained core to who they are, who they hire, and what they do for customers. Find out how coaching to a specific mission and values fuels better contact center performance.

Customer Experience 67

Customer Experience Transportation Contact Center Coaching 67

BlueOcean

OCTOBER 4, 2021

The pandemic only accelerated the growth of the subscription economy, which has seen an incredible 437% growth since 2012—and a 66% increase from 2019 to 2020. Making sure everyone is on the same page—from the agents to the coaches to managers to the client—is key to ensuring we don’t sacrifice quality. Providing Agent Feedback.

Customer Experience 62

Customer Experience Coaching B2C Customer Care 62

NICE inContact

JULY 25, 2019

According to research done by Bersin and Associates (2012), companies with recognition programs have 31 percent lower voluntary turnover than companies that don’t. 2) Ask for Feedback. The ability for agents to give feedback and communicate how they feel is a way to engage them that doesn’t require a promotion or raise.

Call Center 56

Call Center Gamification Coaching Contact Center 56

Noble Systems

DECEMBER 18, 2018

A recent study conducted by CSO Insights, says that sales goal attainment across geographies and industries dropped from 63% in 2012 to 53% in 2016. For the purposes of this blog, we will focus on the following: Deliver continuous sales development and feedback. Continuous development and feedback keep sales agents on track.

Gamification 75

Gamification Sales Contact Center Business Process Outsourcing 75

Amity

OCTOBER 31, 2016

In 2012, our Co-Founders realized it was time to transform the customer support team into a true Customer Success team. Almost immediately, we started to scale the team to enable us to be more proactive to ensure we were able to do all the things that Customer Success does best: onboarding, coaching, renewals, upsell, support, and services.

Coaching 0

Coaching Upselling Engineering Marketing 0

CSM Magazine

MARCH 28, 2023

EvaluAgent was founded in 2012, helping businesses to improve their call centre quality assurance capabilities with its award-winning AI-powered Quality Assurance and Performance Improvement platform. It will use real-time reports, calibration, agent appeals and feedback to improve performance.

Calibration 52

Calibration Average Handle Time Coaching Feedback 52

Outsource Consultants

APRIL 9, 2025

AI-driven speech analytics : This tool analyzes customer calls in real-time, providing agents with instant feedback and suggestions to improve interactions. AI-driven speech analytics provide real-time feedback to agents, which enhances the quality of customer interactions.

Call Center 67

Call Center outsourcing Chatbots Analytics 67

Comm100

OCTOBER 30, 2017

A 2012 study by Beyond Philosophy, called out “silo mentality” as the biggest organizational hurdle in improving the customer experience. Companies often fall foul of measuring employees, but then not providing them with feedback (or giving feedback far too late, when it is no longer relevant or useful). How can I fix it?

Best practices 66

Best practices Contact Center Management outsourcing 66

ChurnZero

MARCH 3, 2020

Since 2012, the annual INBOUND event has grown to 26,000+ attendees from over 110 countries. The conference features a Customer Service track that focuses session content on Customer Success, Account Management, customer experience, customer feedback, customer loyalty, and customer retention.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

Balto

JUNE 23, 2022

This presents pain points for managers and agents alike as companies have to pay for enforcement tools, perform ongoing training, and coach agents on a tool that may not lend itself to optimal results in terms of agent satisfaction and retention. This means that managers are spending more time preparing for less effective coaching sessions.

Scripts 52

Scripts Coaching Contact Center Surveys 52

Balto

FEBRUARY 6, 2023

It’s constant practice and instant feedback as you work on your social skills.” – Lior Torenberg, Head of the Conversation Excellence Lab Let’s also bust the myths around introverts and sales. Figure 12: Satisfaction Metrics by Mentor Another facet of mentorship that we looked at was coaching type and frequency.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

Balto

OCTOBER 31, 2022

“Coach your agents on how to improve at their jobs, and provide specific feedback where possible. Proper coaching will help those that may be struggling, and will advance those that are already doing a good job. Do you need to introduce more 1-on-1 coaching? We Surveyed 500 Managers About Call Center Coaching.

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

Balto

AUGUST 3, 2022

From training and coaching to software enhancements, investments allow you to scale your output without hiring, automate repetitive tasks, strengthen your funnel, and improve cross-functional collaboration and visibility. Create your own user feedback survey. quotes, feedback, etc.) Quotes, feedback, etc.). Responses %.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

Comm100

MAY 1, 2018

Born roughly from the late 1990’s or early 2000’s to 2012, early Gen Zers are often lumped in with Millennials because of the fuzzy nature of this generation’s start date. Ease Gen Xers skepticism through one-on-one contact that cuts through the bureaucracy, and by giving them constructive feedback. Generation Y (Millennials).

Management 56

Management Education Surveys Government 56

Fonolo

NOVEMBER 17, 2020

To achieve that within a remote or hybrid work environment, we’re going to see more contact centers reach for a cloud-based technology that drives camaraderie, increases visibility, allows supervisors to coach from anywhere, and enables agents to self-manage.” 4. Customer Feedback. Big Data is Getting Bigger.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

SmartKarrot

JANUARY 20, 2022

Developers can achieve this through their cloud platform, which provides real-time feedback and automated solution suggestions during the development process. Checkout.com was founded in 2012. Sales managers can use Refract’s AI-powered web-based sales coaching platform to pinpoint exactly what contributes to sales success.

SaaS 10

SaaS Advertising B2B Transportation 10

CrazyCall

SEPTEMBER 4, 2018

Coach to SaaS founders, Chief instigator at DanMartell.com. Dan Martell is a serial entrepreneur, a world-famous business coach for SaaS founders and an angel investor since young years. Sales Coach & Chief Connections Officer at Make It Great Institute. Must-read: Zero to IPO: Lessons From The Unlikely Story of HubSpot.

Sales 129

Sales SaaS CRM B2B 129

Kayako

SEPTEMBER 20, 2018

It is, therefore, no real surprise that many sales companies are increasing investment in customer experience training and coaching efforts. Interestingly, 89 percent of companies now believe they compete primarily on the basis of customer experience, compared with just 36 percent who thought the same back in 2012.

Best practices 90

Best practices B2B Sales Customer Experience 90

Nicereply

MARCH 14, 2023

The 4 Disciplines of Execution By Chris McChesney, Sean Covey, and Jim Huling Published: 2012 Length: 296 As a support manager, it’s your responsibility to build a strong team and create a fantastic customer experience. No amount of coaching, training, or quarterly feedback surveys will prevent it. Books on business acumen 3.

Management 98

Management Call Center Entertainment Metrics 98

aircall

DECEMBER 19, 2016

By training knowledgeable customer service employees, and coaching them to be empathetic, Apple makes its entire customer experience seamless, and most of all, effortless. Often individual twitter users will be thanked for their feedback with a custom playlist or recommendation. Best customer service of 2016: “our own pick” division.

Customer Service 74

Customer Service Advertising Transportation Customer Support 74