ShepHyken

NOVEMBER 25, 2016

So what’s the moral of this story? She is a Conference and Workshop Presenter, Executive Coach and Author based in Australia. Read Shep’s latest Forbes Article: 2016 Black Friday, Cyber Monday Holiday Insights And Predictions. Don’t stay at a hotel that puts things in writing? My guess it’s the second option and here’s why.

Morale 284

Morale Coaching Customer Service Customer Experience 284

CX Global Media

OCTOBER 22, 2018

For many, managing morale and employee engagement in a contact center is a complete mystery. In 2016, he and his wife launched the Amani Marie Foundation , a non-profit organization focused on economic mobility in the Charlotte, NC community. Jim Rembach is the President of Call Center Coach and Host of the Fast Leader Show podcast.

Employee engagement 45

Employee engagement Contact Center Morale Coaching 45

SharpenCX

JULY 14, 2020

According to a 2016 study, 74% of call center agents were at risk for burnout. Turnover is expensive and takes a toll on morale. As a manager, you can provide training to support and coach agents through those abusive online experiences. From Bullying to Burnout. And that was before the pandemic.

Agent Empowerment 128

Agent Empowerment Call Center Contact Center Morale 128

Fonolo

SEPTEMBER 27, 2016

Back in 2016, we asked some of them this question: “ How do you meet (or exceed) the KPIs set for your contact center?” Not only do you have to have the right people talking to your customers, but you have to have the right managers in place motivating and coaching the agents.” Tip 3: Create a Pipeline of Coaches.

call center professionals 98

call center professionals Call Center Average Handle Time Contact Center 98

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

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

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