Spearline

JULY 13, 2021

Ultimate.ai’s ‘Navigating Customer Service 2021: The Year of Transformation’ free guide explores how COVID impacted the customer service industry. What’s on the horizon for 2021? Fig 1: Screenshot taken from GCS' infographic survey ' Is Covid-19 Illuminating Cracks in Customer Service? '

Contact Center 98

Contact Center Telecommunications Surveys Analytics 98

Outsource Consultants

SEPTEMBER 14, 2021

That’s because nearly 40% of current incoming call volume can be handled entirely with automated, self-service channels , according to a business leader survey from Gartner. The most powerful technology pairings in 2021 include call deflection, AI, and automation systems that work in harmony.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

SharpenCX

SEPTEMBER 30, 2020

Coach your agents regularly, so they know how to listen to your customers and respond kindly. In fact, 43% of CFOs surveyed by PwC said they’re planning to make remote work a permanent option. By the end of 2021, industry leaders expect mobile phones will make almost 73% of eCommerce sales. And they can tell.

Chatbots 128

Chatbots Call flow Morale Contact Center 128

Integrity Solutions

JANUARY 6, 2021

With the stresses of the pandemic, uncertainty in the business environment, and pressures of working from home and juggling personal and professional lives, we’re all looking forward to a fresh start in 2021. Here are three steps that will help you retain and develop your sales talent in 2021 and beyond: 1. Coach for Sales Success.

Coaching 77

Coaching Sales Morale Personalization 77

ProProfs Blog

SEPTEMBER 17, 2021

The answer is simple: Ask them for feedback via website surveys. . Dive into this blog to explore 35 website survey questions along with their examples and tips and learn everything you should know about these surveys. . What are Website Surveys ? Benefits of Website Surveys. Let’s begin!

Surveys 78

Surveys Feedback Marketing Construction 78

Integrity Solutions

JUNE 24, 2024

Imagine having a sales team coach who sees the potential in you that you don’t even see in yourself—and then is committed to helping you help live up to that potential. Most leaders agree that the role of sales team coach play a key role in helping salespeople achieve their goals. What Does it Mean to Be a Sales Team Coach?

Coaching 66

Coaching Sales Surveys Banking 66

The Northridge Group

AUGUST 14, 2023

The Need for Better Training and Enhanced Experiences In 2021, overall contact center attrition reached 42% , and organizations with more than 5,000 associates had as much as 50% attrition. Of the associates surveyed for this report, 49% who left cited the need for a clear career growth path.

Contact Center 120

Contact Center Coaching Morale contact center associations 120

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.

Chief Customer Officer 127

Chief Customer Officer Coaching Accountability Surveys 127

Integrity Solutions

SEPTEMBER 2, 2022

declined for the first time in decade between 2020 and 2021 and is continuing to slide this year. In other words, great managers are great coaches. Leaders consistently tout the critical role of a “culture of coaching” and the need to maintain one. No wonder employee engagement in the U.S. Old patterns will prevail.

Management 114

Management Coaching Employee engagement Surveys 114

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

COPC

MARCH 31, 2021

in conjunction with Executives in the Know, we learned key trends that businesses need to know for 2021, including: Companies were forced to fast-track strategic initiatives. With next to no warning, 50% of the organizations surveyed had to implement initiatives that hadn’t been in their business plans. SST growth took off.

Benchmark 59

Benchmark Customer Experience Surveys Coaching 59

SharpenCX

SEPTEMBER 8, 2021

NPS, though measured with a survey, looks a little different from CSAT surveys. Your agents are vital to getting those nines and 10s on your NPS surveys. Measure your agent’s satisfaction with surveys and consistent 1:1 conversations. What is your Net Promoter Score? Engage your agents to engage your customers.

Customer advocacy 128

Customer advocacy Contact Center Surveys Coaching 128

Fonolo

APRIL 29, 2021

Agents will perform phone outreach to create sales opportunities, verify information, conduct surveys, and much more. Here are some other call center roles you may consider hiring: Trainers/coaches. With that said, start your search with these three technologies: Top Contact Center Technology Trends in 2021. Hybrid call centers.

Call Center 128

Call Center outsourcing CRM Technical Support 128

Noble Systems

FEBRUARY 10, 2021

Shifting customer needs and preferences can make it challenging for contact centers to train and coach agents to ensure that they provide a consistent and exceptional customer experience during every interaction. Self-serve is the new “preferred” service. Interested in learning more?

Contact Center 98

Contact Center Gamification Self service Analytics 98

DMG Consulting

DECEMBER 7, 2020

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. 2020 – 2021 Cloud-Based Contact Center Infrastructure Market Report.

Consulting 62

Consulting Consulting Contact Center Marketing 62

TechSee

APRIL 10, 2019

It therefore comes as no surprise that Econsultancy ’s survey showed that companies feel enhancing CX is the single most exciting opportunity for 2019, ahead of both content marketing and mobile marketing. IDC estimates that 75% of enterprise applications will use AI services by 2021.

Customer Experience 154

Customer Experience Customer centricity Interactive Voice Response Wireless 154

SharpenCX

DECEMBER 8, 2021

As of May 2021, nearly 70% of companies reported they plan to fully adopt a remote work or hybrid work model. In a survey conducted by FlexJobs , 58% of respondents claimed they want a fully remote job post-pandemic, while 39% prefer a hybrid arrangement. Rule 4: Encourage employees to pursue their passions through side projects.

Employee engagement 137

Employee engagement Contact Center Call Center Coaching 137

Uniphore

JULY 1, 2021

Atlanta, GA – July 1, 2021 – Jacada, a leading provider of AI and RPA powered virtual assistants , recently released key insights on why contact center employees are stressed and how their stress negatively affects the customer experience. Kumaran Shanmuhan, Chief Growth Officer at Jacada.

Call Center 87

Call Center Customer Experience Contact Center Coaching 87

Satrix Solutions

JANUARY 29, 2021

I think we would all agree – customer surveys are everywhere. Despite such prolific use of surveys as a central component of customer experience programs, many B2B companies are failing to maximize their return on investment. Closing the loop is not about seeking blame. But it is not always true, in fact, it is hardly ever true.

Scripts 78

Scripts Surveys Feedback Customer centricity 78

3CLogic

NOVEMBER 10, 2021

In fact, a recent ICMI survey shows the average contact center’s agent turnover rate was 58% year over year. According to the ASAPP survey, 77% of agents say hands-on training and shadowing are more effective than reviewing written materials. Go Beyond Metrics To Offer Individualized Coaching.

Contact Center 93

Contact Center Interactive Voice Response Schedule adherence Average Handle Time 93

Playvox

OCTOBER 6, 2021

Training, tools, and coaching are elements that each contact center agent needs, regardless of generation. Conduct regular surveys for a snapshot of employee needs and preferences. The survey shows that 35% of Baby Boomers prefer to work in the office full-time and 34% of Gen X respondents want the same. ENJOYING THIS ARTICLE?

Contact Center 75

Contact Center Management Surveys Coaching 75

Playvox

NOVEMBER 1, 2022

Agents in our survey were resounding in their praise for remote work arrangements. A sprawling 2022 survey of more than 20,000 knowledge workers by Microsoft offers some insights. Coach And Motivate. Another fear many managers have is how to engage with remote workers and coach them to improve when they need it.

Contact Center 74

Contact Center Schedule adherence Average Handle Time Coaching 74

SharpenCX

JANUARY 6, 2021

As many as 20% of Fortune 500 companies won’t make it through 2021 in one piece. You can add channels and coach on the fly to build in more efficiency and confidence for your team, so you keep hold times and escalations at bay even during the toughest times. And, the best managers spend 75% of their time coaching in-the-moment. (

Call Center 67

Call Center Coaching Abandon rate Contact Center 67

Balto

JULY 7, 2022

When agents make mistakes on calls that lead to negative outcomes, it’s because they forget what to say and should be coached. In early 2021, Balto conducted a first-of-its-kind survey of over 1,000 agents to find out why they make mistakes on calls. It may take a few sessions before coaching and training effectively sink in.

Scripts 52

Scripts Coaching Surveys Construction 52

SharpenCX

JUNE 23, 2021

The American Express Customer Barometer Survey says 13 minutes is the cutoff before people abandon calls (and likely never call back). If you’ve got agents pausing interactions a lot, you may have some coaching to do. Outline your goals for CSAT surveys and create a survey process. Team and Agent Performance.

Contact Center 101

Contact Center Abandon rate Management Metrics 101

TeamSupport

OCTOBER 12, 2020

That’s what Mike Caracalas , leadership coach, executive consultant, and author of Ten Strategies to Get Better Results with People advised when we sat down with him last Spring. 2 Stephen Miller, Despite Reopenings, Many Employees Will Work Remotely into 2021 and Beyond. 1 (The responding companies employ 4.4 million workers. ).

Customer Support 59

Customer Support Consulting Consulting Coaching 59

Playvox

AUGUST 8, 2022

In spring 2021, roughly one year into the COVID-19 pandemic, an unprecedented change occurred in the workplace. In April 2021, a record 4 million Americans quit their jobs. The exit interviews and employee surveys taking place during the Great Resignation are revealing dominant trends among contact center agents.

Contact Center 78

Contact Center Coaching Healthcare Technology 78

GetFeedback

APRIL 3, 2019

We recently released a Post Purchase Survey on yeti.com and yeticustomshop.com that gives us feedback regarding to the whole website journey. We can limit the number of surveys they’re receiving from us and not be hit with multiple surveys from different groups across the organization. How is YETI using GetFeedback today?

Feedback 88

Feedback Surveys Analytics Coaching 88

COPC

JANUARY 15, 2024

According to the 2023 survey, only 71% of respondents felt their training adequately prepared them for success, down three percentage points over two years. Note that the same surveyed staff who are satisfied with their training are 200% more satisfied with their jobs.

Best practices 78

Best practices Employee engagement Coaching Feedback 78

ChurnZero

DECEMBER 18, 2020

Hoping to shed light on the current state of Customer Success and its influence within B2B SaaS organizations, ChurnZero along with ESG and Higher Logic, invited Customer Success leaders to participate in a survey to learn more about the top initiatives and issues facing this function today. Every board meeting is going to suck.

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87

SharpenCX

JUNE 12, 2023

Prioritize Agent Satisfaction Send anonymous surveys. Gauge agent perspectives on a regular basis with surveys they can take anonymously. Then, conduct a more comprehensive annual survey once or twice per year. Agents can voice concerns and share ideas, while managers can provide coaching tips and feedback.

Coaching 67

Coaching Morale Contact center software Call Center 67

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. We surveyed 567 agents across the United States. Demographics. Our respondents were 52.2%

Scripts 52

Scripts Coaching Contact Center Surveys 52

Balto

JANUARY 9, 2023

In 2021, we asked over 1,000 agents to tell us which contact center training methods they found most and least helpful. In our 2021 report , 81% of contact center agents found 1-on-1 training helpful — third behind peer mentorship (82%) and company training (83%). So, what does a strong training program look like?

Contact Center 52

Contact Center Coaching Best practices Feedback 52

SharpenCX

FEBRUARY 24, 2021

Are customers typically silent and suddenly flooding your surveys with complaints? Scale coaching to develop your agents. Strategic Contact’s annual challenge & priorities survey said abandon rates, lack of coaching and development and high contact volumes are the top challenges plaguing 2021 call centers.

Call Center 67

Call Center Customer Service Coaching Metrics 67

CSM Magazine

FEBRUARY 17, 2022

Arguably, in 2021 the industry experienced a seismic shift. If you are coaching someone on how to do something, or helping them get set up, it is best done by a human who can provide authentic responses. As technologies and consumer expectations develop, the customer service landscape is evolving at an accelerated rate.

Customer Service 98

Customer Service Chatbots B2B Customer Care 98

Balto

FEBRUARY 6, 2023

We surveyed over 620 tenured agents to understand if they view the contact center as a strong career path, and the answer was a resounding yes. In our survey, 46.7% In our survey, we found that 62.96% of tenured agents had a mentor at work. Key word: opportunity.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

CSM Magazine

MARCH 14, 2022

Nicereply, a leading customer satisfaction survey software provider, including CSAT, NPS and CES, has entered into a partnership with Quality Assurance & Improvement platform provider EvaluAgent , bringing these two best of breed solutions together for the benefit of fast growing customer service teams.

Customer Service 52

Customer Service Surveys Feedback outsourcing 52