SharpenCX

OCTOBER 27, 2021

Centricity is a new home warranty provider and leader in insurance services that’s been a customer of ours since 2018. They keep employees engaged and productive . They couldn’t have in-person coaching conversations. They inform coaching conversations with data. It comes from what you learn from the data.

Analytics 128

Analytics Coaching Contact Center First call resolution 128

TechSee

APRIL 10, 2019

The company invested in coaching frontline talent and built a volunteer program called ‘Tiger Teams’ where employees engage in projects focused on improving customer experience in telecoms. The company’s NPS jumped 9 points from 2015 to 2018 and they won two of the three J.D. Power’s 2018 U.S.

Customer Experience 154

Customer Experience Customer centricity Interactive Voice Response Wireless 154

CX Global Media

JULY 11, 2019

The fourth step ( Step 1 , Step 2 , Step 3 ) in the contact center agent journey is about leadership that engages agents. Employee engagement has always been a problem in contact centers. EXPERT SESSION – Leaders, 7 Steps to Engage for High Morale and Performance! Contact Center Virtual Summit LinkedIn Page.

Contact Center 120

Contact Center CCNG Morale Coaching 120

CX Global Media

JULY 17, 2018

Make no mistake, Call Center Coach is not only the name of our business — it’s an industry need. According to an Executive Priorities report from Strategic Contact , coaching is the number one priority in contact centers. In many circles, the thought of coaching is about supervisors coaching agents. Click to Tweet ).

Contact Center 136

Contact Center Coaching Construction Call Center 136

Integrity Solutions

DECEMBER 31, 2018

Here is some of our ‘Best of 2018’ content that can help fuel thoughts, discussions and strategies to make 2019 your best year yet. More managers have become committed to coaching. But it’s also about understanding you don’t coach people in your own image.

Coaching 45

Coaching Sales Management Employee engagement 45

SharpenCX

SEPTEMBER 8, 2021

But to take advantage of the benefits that come with engaged employees and happier, more loyal customers, it’s crucial that you, as a manager, invest resources to engage your team. We originally published this post on March 30, 2018, and we updated it for new insight on September 9, 2021. Guaranteed.

Customer advocacy 128

Customer advocacy Contact Center Surveys Coaching 128

CSM Magazine

DECEMBER 14, 2017

Eleven organizations have been shortlisted to win the 2018 Customer Contact Innovation Awards. Homeserve – Putting the customer first, by engaging our people. Sky UK – The power of Speech Analytics to lift coaching performance and customer service. RS Components – Enabling cultural change.

Best practices 40

Best practices Banking Coaching Employee engagement 40

Fonolo

JUNE 9, 2020

Providing additional training and coaching sessions for your agents throughout their career with your contact center will help them widen their skill-sets and improve their daily performance. Offer learning opportunities. Training isn’t just for new hires! Consider implementing these processes to support agent evaluations.

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

Robert Davis

NOVEMBER 10, 2018

Contact center consulting, training and coaching change agent and leading cloud employee engagement and performance management platform vendor unite to help organizations boost workforce effectiveness and business results. November 13, 2018 – Robert C. Press Release. ROSWELL, Ga. It is one thing to have data.

Contact Center 48

Contact Center Coaching Gamification Consulting 48

Integrity Solutions

MARCH 3, 2020

The most persistent contact center challenges can be overcome by making coaching a part of the culture and developing your agents’ listening and problem-solving skills. Both in 2018 and 2019, we polled CCW attendees about the critical issues they’re facing in two overarching categories: agent challenges and operational challenges.

Contact Center 59

Contact Center Coaching Scripts Management 59

SharpenCX

APRIL 7, 2021

A good manager is a good coach. Gallup found companies who strategically invest in employee development see 11% greater profitability. . Yet too many customer service leaders are bogged down by other tasks to actually dedicate time to coaching and training their teams. Avanade ) . Why it matters: Let’s set this straight.

Customer Service 67

Customer Service Coaching Call Center Employee engagement 67

Kayako

APRIL 29, 2019

There is a lot of focus on employee engagement and experience these days. This philosophy, which permeates their employee engagement from hiring to performance management, acknowledges the honor and dignity in service while empowering employees to provide great service to their customers, as equals. .

Customer Service 83

Customer Service Employee engagement Customer centricity Entertainment 83

SharpenCX

JULY 9, 2020

Recruiting and training new hires cuts into the valuable time available for coaching and developing your team. Instead, focus on making employees happy and improving the underlying agent experience for more sustainable results. And, you can fix them with better resources, more frequent coaching and intentional development.

Coaching 67

Coaching Metrics Contact Center Morale 67

Robert Davis

JULY 13, 2018

In February 2018, Blake Morgan wrote an excellent article “The Un-Ignorable Link Between Employee Experience And Customer Experience,” published on Forbes.com ( [link] ). If your organization has a contact center, the employees answering the phones, responding to customer emails, chat, SMS, social media, etc., At Robert C.

Customer Experience 48

Customer Experience Coaching Consulting Consulting 48

Call Experts

DECEMBER 28, 2018

Compensation is not the only way to keep employees happy with their job. . Secure more return for your brand by improving employee engagement, and use the culture of your organization to drive customer satisfaction. Be strategic about how to make your employees feel a sense of purpose. What is an employee call out-line?

outsourcing 56

outsourcing Call Center Employee engagement Answering services 56

Call Experts

JUNE 5, 2019

If you want your employees to meet your expectations, it is crucial to help them understand their responsibilities. If they are having trouble handling their work, provide additional assistance, continued education, and career coaching to improve their skills. Employee experiences are connected to customer experiences.

Customer Experience 60

Customer Experience outsourcing Call Center Answering services 60

Call Experts

DECEMBER 12, 2019

Our team listens and coaches so that our Experts can focus on picking up customer calls quickly and with high quality in all engagements. 6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences. Employee engagement trends that lead to company growth!

Contact Center 69

Contact Center Wait times Journey mapping Interactive Voice Response 69

Netomi

JANUARY 5, 2022

After taking on various roles at Deloitte, Strategy, and GSK, he has been serving as the VP of Digital & Analytics Transformation at Genpact since May 2018. Temkin Group was acquired by Qualtrics in October 2018. A 5-time Chief Customer Officer and coach to over 20,000 leaders, her practices are field-tested and proven.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Robert C. Davis and Associates

JULY 13, 2018

In February 2018, Blake Morgan wrote an excellent article “The Un-Ignorable Link Between Employee Experience And Customer Experience,” published on Forbes.com ( [link] ). If your organization has a contact center, the employees answering the phones, responding to customer emails, chat, SMS, social media, etc., At Robert C.

Customer Experience 40

Customer Experience Coaching Consulting Consulting 40

SharpenCX

NOVEMBER 12, 2019

And because of that lack of focus on real customer outcomes, it was pie-gate 2018. We’re diving in on this one in more detail later, but for now, think about measuring AX in terms of employee engagement and empowerment. Add qualitative measurements, like employee surveys, to your mix of measurements. Employee Engagement.

Metrics 64

Metrics Best practices Call Center Surveys 64

SharpenCX

NOVEMBER 26, 2019

New research alert: The stats are in – all this talk about “happy employees, happy customers” isn’t fluff. In August, Glassdoor released a decade of research linking employee and customer experience. From 2008 to 2018, they studied the connection between reported employee satisfaction levels and CSAT scores on the ACSI index.

Contact Center 67

Contact Center Coaching Metrics Average Handle Time 67

SharpenCX

NOVEMBER 26, 2019

New research alert: The stats are in – all this talk about “happy employees, happy customers” isn’t fluff. In August, Glassdoor released a decade of research linking employee and customer experience. From 2008 to 2018, they studied the connection between reported employee satisfaction levels and CSAT scores on the ACSI index.

Contact Center 67

Contact Center Coaching Metrics Average Handle Time 67

Integrity Solutions

MARCH 4, 2019

They coach to it. They’re engaged. Writing for Forbes about Sitel Group’s 2018 Customer Experience (CX) Index report, Dan Gingiss emphasizes, “The human-to-human connection is key to a great customer experience. And it comes from the top. Not only do leaders talk the talk, they walk it. They measure and manage by it.

Customer Experience 60

Customer Experience Customer centricity Coaching Chatbots 60

Call Experts

SEPTEMBER 18, 2019

The training continues with 3 weeks of on the job coaching, Quality Assurance monitoring, and regular feedback sessions with their trainers and leadership. Once completed, we provide a monthly continued education curriculum focused on areas like: providing impactful coaching. 6 Key Benefits of Employee Call Off Lines.

Calibration 40

Calibration Coaching Call Center outsourcing 40

Avaya

JUNE 18, 2018

GDPR went into effect in May 2018 to protect European Union (EU) citizens’ data and privacy. Gartner predicts that by the end of 2018, more than 50% of companies affected by GDPR will still NOT be in full compliance with its requirements. Comply with GDPR. As a regulation on company behavior, GDPR does not apply to technology directly.

Quality management 40

Quality management Analytics Coaching Contact Center 40

Verint

DECEMBER 15, 2017

In 2018, the contact center industry will be all about automation. On the management side, automated quality management means that quality assurance professionals will be freed from tedious manual scoring work and can concentrate more on coaching and training activities.

Quality management 29

Quality management Call Logging Management Employee engagement 29

Lumoa

OCTOBER 31, 2018

In 2018, all brands across all industries are going to have to work hard to restore trust with the everyday consumer. Honesty and transparency – the brands that continue to do what is right for their customer, when things go right and wrong, are the brands that will continue to flourish in 2018 and beyond.”

Customer Experience 60

Customer Experience Customer centricity Education Consulting 60

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. Coupling these improved ratings with a basic system of rewards (even small giveaways) can be a very powerful motivator.

Quality management 40

Quality management Management Scripts Call flow 40

Enghouse Interactive

MAY 21, 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. Coupling these improved ratings with a basic system of rewards (even small giveaways) can be a very powerful motivator.

Quality management 40

Quality management Management Scripts Call flow 40

JustCall

AUGUST 10, 2022

Live call coaching, recording, transcripts, and swift closure of deals with call intelligence. Useful features provided include Power Dialer, Analytics Dashboard, Live Activity Feed, Call Coaching, CTI, IVR, and so on. JustCall’s Powerful Sales dialers, especially the Predictive Dialers can skyrocket sales significantly.

Interactive Voice Response 52

Interactive Voice Response voip CRM call center software 52

Callminer

JULY 23, 2019

Providing accurate, real-time, and consistent feedback plays an important role in employee engagement , which in turn improves employee satisfaction and motivates agents to provide excellent customer service. Others are from training and leadership professionals, experts in the area of training and coaching employees.

Best practices 140

Best practices Feedback Call Center Coaching 140

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.” Contact Center Trends 2018. Call Center Trends 2017.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Customer Guru

DECEMBER 13, 2017

In her latest Forbes article, Blake Morgan – a leading CX authority – discusses the five trends that will shape CX in 2018. Why should you commit to overcoming these challenges in 2018? I would like to share a few pointers on where companies should focus their CX efforts in 2018. ” It is an irrefutable ask!

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

Russel Lolacher

DECEMBER 5, 2022

A few reasons why he is awesome – He’s the Executive Coach for James Pickles Coaching – helping his clients with clarity, conciseness, and confidence, an Associate Mindset Coach at Matthew Syed Consulting with a focus on growth mindset and performance and he’s sitting on more than 20 years of experience in sales and management roles.

Coaching 52

Coaching Entertainment Sales Personalization 52