SharpenCX

SEPTEMBER 25, 2020

Coach your agents to be conversational with their customers. Download Now] Get real about coaching your agents with these 7 action points. Especially if they’re working hard to meet their Average Handle Time metric. And sometimes, this makes finding a resolution take even longer (which is no good for hitting call time metrics).

Contact Center 128

Contact Center Coaching Scripts Average Handle Time 128

TeamSupport

AUGUST 26, 2020

When B2B companies were asked to state the single most exciting opportunity for 2020, the number one response was customer experience (or CX), beating content marketing, video marketing and social!* Track trends and service issues to get to the root cause and identifying areas where more training or coaching is needed.

B2B 98

B2B Customer Support Coaching Metrics 98

SharpenCX

MAY 6, 2021

Focusing on metrics that impact your customer happiness in the biggest ways helps you find gaps and pains in your customer journey, so you can fix them. 5 Metrics to Understand then Improve Customer Satisfaction for Better ROI . And, keep a close eye on churn data to see how those metrics create (or eliminate) more churn.

Metrics 84

Metrics Agent Empowerment Contact Center Customer effort 84

Uniphore

JUNE 10, 2021

3 Ways Call Center Coaching is Leading to Customer Churn. It’s no secret that better coaching creates more effective agents and better overall customer interactions. Why then do so many call centers struggle to convert coaching into real, measurable results? Smarter Coaching Is A Smart Investment.

Coaching 59

Coaching Call Center Average Handle Time Contact Center 59

Call Design

SEPTEMBER 2, 2021

How we understand our agents often comes from our KPIs and their metrics. We define our agents as “top producers” or “needs coaching”. WINNER 2020 ICMI WORKFORCE PLANNER OF THE YEAR. Clearly this leaves one last thing to focus on “the right agent”. Dan Smitley.

Schedule adherence 148

Schedule adherence Coaching Finance Interactive Voice Response 148

SharpenCX

DECEMBER 2, 2020

American businesses risk a staggering $494 billion in revenue from poor customer care, according to the 2020 National Customer Rage Study. . Do agents have access to daily performance metrics? How can we improve your training and coaching? How to upskill your agents with frequent coaching and better metrics.

Call Center 128

Call Center Customer Service Contact Center Metrics 128

SharpenCX

NOVEMBER 21, 2019

2020 call center trends look to finally shake up the stale industry. As we look to 2020 call center trends, we look past shiny objects. In 2020, data strategies will go a step further than they did last year. In 2020, data strategies will go a step further than they did last year. Ready to put your metrics to use?

Call Center 84

Call Center Contact Center Interactive Voice Response Self service 84

Fonolo

JUNE 9, 2020

Metrics for Evaluating Contact Center Agent Performance. Most commonly used in call centers, this metric can help you gain insights on the responsiveness and efficiency of your agents. This metric is a great way to track how efficiently your agents are managing their time at work. Where should you begin? Did you know?

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

SharpenCX

OCTOBER 13, 2021

Some 32% of organizations were running their contact centers with cloud technology at the end of 2020. So, find a platform that allows your employees to talk to each other, access customer information, and see important metrics all in one place. Look for technology with targeted coaching and personalized remote training.

Contact Center 128

Contact Center Technology Coaching Cloud contact 128

Fonolo

MAY 7, 2015

UPDATED FEBRUARY 2020: The call center is an extremely stressful work environment. This means being present for your teams to provide support and advice, for coaching and development, and to essentially guide them to success. Handpicked related content for you: Top Customer Service Blogs to Read in 2020.

Call Center 126

Call Center Management Contact Center Coaching 126

Totango

JULY 23, 2021

He needs a good catcher and good infielders and outfielders to support him, good batters to score points, and good coaches to make strategic play calls. In baseball, the success of the team starts with the right coach. Excellent athletes who work together on both offense and defense to win the game. What Technology Does a CS Team Need?

Chief Customer Officer 127

Chief Customer Officer Coaching Accountability Surveys 127

Education Services Group

FEBRUARY 5, 2021

ESG, the market leader in Customer Success as a Service ® is proud to announce record-breaking 2020 year-end results. The economic uncertainty of 2020 has transformed the retention and growth of current clients from a “nice-to-have” into a “must-have” for any business that operates with a subscription model.

Enterprise 52

Enterprise Consulting Consulting Customer centricity 52

SharpenCX

NOVEMBER 10, 2020

Step #1: Look at past metrics to create a framework for future goals. Also, take time to review past metrics to know how your agents are doing. Then, put the performance data to work in your coaching and training plans. Coach your agents frequently and make it a priority to check in with them daily.

Call Center 121

Call Center Customer Service Coaching Wait times 121

SharpenCX

DECEMBER 8, 2021

Share metrics and insights. When companies went remote in the spring of 2020, millions of employees were stuck working from home without the proper technology and tools. Make sure it includes clear reporting tools and allows you to give coaching tips remotely. What challenges are you facing? Where would you like to grow?

Employee engagement 137

Employee engagement Contact Center Call Center Coaching 137

Quality Contact Solutions

FEBRUARY 17, 2022

Finally, they use and apply metrics to make data-driven decisions and track progress. Prioritize Coaching The overarching goal of coaching is to make individuals and the team better. In early 2020 the pandemic fundamentally changed the way sales leaders engaged with, managed, and led their teams.

Sales 98

Sales Telemarketing Best practices Coaching 98

NICE inContact

JANUARY 11, 2019

By the 2000s, adoption of quality management software soared, supporting targeted agent coaching. In a webinar , Lauren and I discussed the changes the current decade has brought to QM and what companies should do in terms of planning for 2020 QM challenges. Change Brought by Omnichannel Interactions.

Quality management 18

Quality management Management Average Handle Time Chatbots 18

SharpenCX

NOVEMBER 21, 2019

2020 call center trends look to finally shake up the stale industry. As we look to 2020 call center trends, we look past shiny objects. In 2020, data strategies will go a step further than they did last year. In 2020, data strategies will go a step further than they did last year. Ready to put your metrics to use?

Call Center 67

Call Center Contact Center Interactive Voice Response Self service 67

SharpenCX

APRIL 29, 2020

And, look to your year-over-year metrics for added guidance, too. Flash forward to 2020, and your average interaction volume in January – April increased to 1250 interactions per day. Look to your historical data and reports to find metrics to input into the calculator fields. Build in time for agent coaching.

Coaching 76

Coaching Management Contact Center Morale 76

Fonolo

SEPTEMBER 27, 2016

We often hear from call center managers who are trying to improve their call metrics with our solutions. Handpicked related content: Top Contact Center Trends in 2020. 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.”

call center professionals 98

call center professionals Call Center Average Handle Time Contact Center 98

Serenova

DECEMBER 4, 2019

Increasingly, supervisors are using this information to coach agents, serve as fodder for gamification and deliver rewards. are planning to add one by the end of 2020, according to Nemertes’ 2019-20 Intelligent Customer Engagement research study of 518 global organizations. Today, 37.2% of companies have a CCO, up from 25% last year.

Analytics 89

Analytics Chief Customer Officer Gamification Coaching 89

TeamSupport

MARCH 10, 2021

From time to first response to hourly ticket totals to the number of chat sessions per day and everything in between, a good customer service system can provide you with the metrics needed to improve your service operation. 1 The Definition of Customer Success, Customer Success Association, retrieved Nov 16, 2020, [link].

B2B 98

B2B Upselling Coaching Customer Support 98

TeamSupport

JANUARY 12, 2021

Expand efforts to build customer proficiency through training, coaching and skills development. Download the full report, Customer Support Transformation: The Guide to Essential Practices and Metrics. Make efforts to capture and learn from customer interactions an imperative to driving Support efficiency.

B2B 86

B2B Customer Support Technical Support Coaching 86

Noble Systems

SEPTEMBER 29, 2020

In the contact center, WFM provides the necessary metrics to gain insights into the number of agents and supervisors with the right skill sets that are required to complete the work at any given time of day, week or month. WEBINAR ON DEMAND: 2020 – The Year That Transformed WFM • watch. What is Workforce Optimization (WFO)?

Management 86

Management Gamification Quality management Schedule adherence 86

Serenova

JULY 7, 2020

It’s no longer about simply training agents to work faster with the singular goal of reducing contact resolution metrics. Advanced contact center solutions can use the metrics and KPIs to dynamically prescribe tailored training courses and coaching sessions. Contact centers must train agents to work smarter and more effectively.

Call Center 52

Call Center Scripts contact center solutions Coaching 52

SharpenCX

JULY 9, 2020

Recruiting and training new hires cuts into the valuable time available for coaching and developing your team. Serve up frequent coaching and training to your agents, so they can improve their effectiveness and customer approach. You can use metrics like eNPS and Walker’s loyalty matrix to learn how your agents feel about their jobs.

Coaching 67

Coaching Metrics Contact Center Morale 67

SharpenCX

NOVEMBER 5, 2020

Putting in the time to coach and train your team ensures you stop bad agent habits in their tracks. With so much to do, it’s tough to find the headspace, let alone the time, to think through how to coach your agents regularly. Agent scorecards are feedback tools to help you put intention behind your coaching moments.

Average Handle Time 67

Average Handle Time Coaching Calibration Feedback 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. That means sharing policy changes, marketing or sales objectives, goals, and metrics, and ensuring the team understands how their roles impact each of these things.

Customer Experience 77

Customer Experience Coaching B2C Customer Care 77

SharpenCX

MARCH 18, 2020

Buffer’s State of Remote Work in 2020 report found that almost every employee who works remotely, a whopping 98%, want to continue remote work (at least part-time) for the rest of their careers. And while they work, focus on outcomes over metrics. Use video conferencing for coaching sessions and team meetings. What’s more?

Call Center 94

Call Center Morale Coaching Cloud contact 94

Call Design

AUGUST 9, 2021

It integrates with your ACD and WFM tool to monitor contact centre metrics and uses this information to determine when to deliver training during the most optimal time. Examples include: 1:1 coaching, personalised training, time to read company updates or responding to emails.

Interactive Voice Response 78

Interactive Voice Response Chatbots Coaching Virtual Agent 78

SharpenCX

AUGUST 18, 2020

The top five challenges are all united by a common theme: agent effort.” – Brian Cantor, CCW April 2020 Market Study. According to CCW’s August 2020 Market Study , 57% of consumers will complain directly to the agent or supervisor after a bad experience, increasing your handle times. In-line coaching and training.

Contact center software 67

Contact center software Contact Center Coaching Call flow 67

SharpenCX

AUGUST 18, 2020

The top five challenges are all united by a common theme: agent effort.” – Brian Cantor, CCW April 2020 Market Study. According to CCW’s August 2020 Market Study , 57% of consumers will complain directly to the agent or supervisor after a bad experience, increasing your handle times. In-line coaching and training.

Contact center software 67

Contact center software Contact Center Coaching Call flow 67

SharpenCX

FEBRUARY 4, 2020

Download Now: Master your manager skill set with 29 tactics and strategies to better coach agents. LinkedIn ’s Emerging Job Reports from 2017 , 2018 , and 2020 , said people with strong soft skills will only have a leg up at work as automation increases. Or, only had your head in the metrics of your call center. Time Management.

Call Center 84

Call Center Management Coaching Contact Center 84

SharpenCX

FEBRUARY 11, 2020

It’s vital that you know where your team’s strengths and weaknesses lie, so you know how to coach to better performance. With metrics and KPIs, you set the bar for performance across your contact center. Use metrics to know where your agents need more coaching or training. Tip #3: Coaching for a Better Team.

Call Center 67

Call Center Coaching Contact Center Agent burnout 67

Infinity

NOVEMBER 6, 2019

From insights into the insurance marketing world, key metrics to prioritise, and how to stand out as an agency, our interview is jam-packed full of invaluable takeaways. And, what is a key metric that insurance clients are always looking to measure? So, moving forward, what will the insurance industry focus on in 2020?

Marketing 70

Marketing Coaching Advertising outsourcing 70

SharpenCX

JUNE 30, 2021

According to PWC , the number of companies investing in their omnichannel customer experience jumped by more than 300% from 2010 and 2020. And since we were all forced to use digital channels while social distancing in 2020, creating an easy omnichannel customer experience is on the radar of all the top business leaders.

Customer Experience 76

Customer Experience Multichannel Customer retention Customer centricity 76

BlueOcean

DECEMBER 16, 2019

Before we sign off for the holiday break, we want to give shouts to all the frontline agents and coaches holding it down for clients and customers in contact centers everywhere. If not, this read might help set you up for a merry holiday peak in 2020. See you back here in 2020 – ready to tackle a bright, shiny new decade!

Contact Center 62

Contact Center Morale Gamification Transportation 62

SharpenCX

MAY 27, 2021

You can monitor for triggers in customer conversations (then respond and coach your agents on those triggers). Traditional metrics like First Contact Resolution and Average Speed of Answer are still critical to a successful contact center. Build up your agents’ confidence to improve traditional efficiency and quality metrics.

Contact Center 67

Contact Center Customer Service Interactive Voice Response Coaching 67