SharpenCX

JUNE 23, 2020

Younger employees reference a TikTok that went viral, the latest internet meme, or quote from Schitt’s Creek. Download Now: Unleash your agents’ strengths and talents with 7 methods to get real about coaching. Millennials account for more than half of all employees in the U.S., Be personal with your coaching and training.

Management 76

Management Call Center Coaching Contact Center 76

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

Taylor Reach Group

AUGUST 29, 2017

Employee Engagement. How to Create a Highly Engaged Workforce – Start at the Beginning. To create a highly engaged workforce, we need to start at the beginning. Make career pathing a critical part of regular coaching meetings with front-line associates. By: Peg Ayers, MBA, CCXP. The Front Line. Customer Experience.

Gamification 99

Gamification Contact Center Coaching Employee engagement 99

JustCall

JUNE 11, 2024

JustCall Workspace is more than your average employee engagement platform. JustCall was founded in 2016 and is backed by leading venture capitalists, including Peak XV, Base 10 Partners, and Eight Roads Ventures.

SaaS 59

SaaS Coaching Employee engagement Personalization 59

SharpenCX

JUNE 23, 2021

If you’ve got agents pausing interactions a lot, you may have some coaching to do. You suffer from high costs to hire and train new employees, inconsistent service, staffing shortages, low team and agent morale, the list goes on (and on). We originally posted this article on November 16, 2016. Team and Agent Performance.

Contact Center 101

Contact Center Abandon rate Management Metrics 101

ijgolding

NOVEMBER 17, 2016

In 2014, after 10-years of solid building, marketing, and promotion, I left what I had created in the good hands of a protégé that I had trained and coached in the nuances of CX. This post originally appeared on the CXPA Blog on November 10, 2016. IG: Experience, experience, experience.

Customer Experience 95

Customer Experience Customer centricity outsourcing B2B 95

Natalie Petouhof

FEBRUARY 28, 2016

In a recent survey 22 percent of respondents identified performance management as the “most likely” solutions to be replaced in 2016. . Is the performance of employees consistent across time? Why Is It Important to Balance Cost, Quality and Customer Service? What Does This Latest Release Feature?

Gamification 45

Gamification Management Analytics Metrics 45

Netomi

JANUARY 5, 2022

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. A 5-time Chief Customer Officer and coach to over 20,000 leaders, her practices are field-tested and proven. Kate Nasser, The People Skills Coach and founder/president CAS, Inc. Kate Nasser.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

CX Journey

SEPTEMBER 8, 2016

It appeared on their blog on January 7, 2016. Fact : Without your employees, you have no customer experience. The linkage between employee experience and customer experience has been proven. It's real, and your employees matter. What is the employee experience?

Journey mapping 49

Journey mapping Customer Experience Airlines Surveys 49

Enghouse Interactive

APRIL 28, 2019

Training and Retention: Happy agents tend to stay with a business, and overall levels of agent satisfaction can be dramatically improved through ongoing engagement, individual coaching and proper rewards. Zion Market Research 2016. In summary: Call Recording + Quality Management = Cost Savings. Dimension Data 2019 report.

Quality management 40

Quality management Management Scripts Call flow 40

Balto

FEBRUARY 6, 2023

Figure 12: Satisfaction Metrics by Mentor Another facet of mentorship that we looked at was coaching type and frequency. The takeaway here is that agents appreciate coaching, training, and feedback — and for the most part, more is better. Those who received zero forms of coaching had the worst satisfaction metrics across the board.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Acting on negative feedback will strengthen customer engagement and sharing and acting on positive feedback will strengthen employee engagement. Just as change must be demonstrated, employees also should be empowered to take action where necessary in order to be a part of building the culture.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 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.” Call Center Trends 2016. of contact center traffic.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176