JustCall

JUNE 11, 2024

JustCall Workspace is more than your average employee engagement platform. JustCall is part of SaaS Labs , which has won accolades including the prestigious Deloitte Fast 500 2022 & 2023 awards; being listed among America’s fastest-growing companies by Inc.

SaaS 59

SaaS Coaching Employee engagement Personalization 59

Integrity Solutions

JANUARY 23, 2023

They’ll need to sharpen their coaching skills — and then own their responsibility for actually doing it. While most sales leaders recognize the value of coaching, that doesn’t mean they necessarily do it effectively, consistently or frequently enough. Practice developing great coaching questions.

Sales 78

Sales Coaching Accountability Metrics 78

24-7 InTouch

MAY 30, 2024

With a vast array of proprietary innovations across AI and automation, employee engagement, business and customer insights, and brand trust and safety, the company excels in orchestrating proprietary third-party solutions to create bespoke solutions for each client.”

Customer Experience 59

Customer Experience Coaching Best practices Government 59

SharpenCX

JANUARY 6, 2021

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. Integrated coaching, coaching that happens immediately after calls, can improve team performance by 12%. McKinsey & Co ) . Gartner ) .

Call Center 67

Call Center Coaching Abandon rate Contact Center 67

Calabrio

FEBRUARY 25, 2025

In 2023, Genesys began offering the standalone Genesys Cloud EX solution focused on employee engagement. Strong learning and coaching support: Talkdesk is known for its strong support team. Genesys Genesys is a prominent CCaaS provider with a strong presence in the world of customer service and experience management.

Management 52

Management contact center workforce Schedule adherence Contact Center 52

Playvox

MARCH 12, 2024

Agent motivation in a call center is crucial for driving employee engagement, enhancing customer satisfaction, and increasing overall performance. Employees who are not engaged or who are actively disengaged cost the world $8.8 The importance of agent motivation in a call center cannot be overstated.

Morale 78

Morale Gamification Contact Center Quality management 78

Serenova

AUGUST 25, 2020

This article provides a roadmap for how call centers can leverage workforce management solutions to optimize customer experience and employee engagement. Workforce Management (WFM) refers to the process of maximizing performance and employee contributions within an organization. Monitor agent calls for coaching opportunities.

Contact Center 81

Contact Center Schedule adherence Management Coaching 81

JustCall

APRIL 5, 2023

Top 9 Alternatives For Talkdesk In 2023 JustCall Five9 Avaya 8×8 Genesys Mitel Zendesk Twilio Vonage 1. Five9 has additional features like customizable templates, data visualization, and employee coaching tools. Let’s jump right in. JustCall Overview JustCall is a VoIP business phone system and contact center software.

voip 52

voip Interactive Voice Response APIs Contact Center 52

Playvox

APRIL 4, 2023

According to the 2023 Customer Rage Study by CCMC and Arizona State University , 74% of respondents reported experiencing a problem with a company’s product or service, up from 66% in 2020 and 56% in 2017. Gallup reports that low-effort managers engaging in “quiet firing” is a big issue.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

CSM Magazine

OCTOBER 17, 2023

Ed Creasey shares a 3 point plan based on findings from Calabrio’s latest State of the Contact Centre Report 2023: Activating the Agent of the Future , to prepare your operation. Regular progress monitoring is essential so develop a mechanism to measure the impact of training and employee engagement on productivity.

Customer centricity 52

Customer centricity Coaching Employee engagement Surveys 52

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

24-7 InTouch

AUGUST 1, 2024

Post-call tools combine Catapult, an automated coaching platform, and Vision, a technology that provides insights and predictive analytics, to create real time, dynamic reporting to spot trends, and take action on improvements.

Coaching 59

Coaching Employee engagement Engineering Technology 59

CSM Magazine

OCTOBER 24, 2023

Now in its seventh year, the awards acknowledge and celebrate Calabrio customers who are shaping the future of workforce optimisation (WFO), elevating customer experience (CX), and enhancing employee engagement within their organisations.

Coaching 52

Coaching Analytics Customer centricity Contact Center 52

CSM Magazine

NOVEMBER 14, 2023

Put Employee Engagement Top of the Agenda When employees are disengaged, they are less productive and more likely to leave. Greater emphasis on targeted, proactive training and coaching will ensure agents have all the skills they need for the future. Here are a few quick-win ideas to bridge the gap: 1.

Average Handle Time 52

Average Handle Time Customer centricity Coaching Self service 52

Serenova

AUGUST 25, 2020

This article provides a roadmap for how call centers can leverage workforce management solutions to optimize customer experience and employee engagement. Workforce Management (WFM) refers to the process of maximizing performance and employee contributions within an organization. Monitor agent calls for coaching opportunities.

Contact Center 40

Contact Center Schedule adherence Management Coaching 40

NobelBiz

MAY 2, 2023

Additionally, inflexible hours that lead to an imbalance between work and life, as well as a negative atmosphere at the workplace, could also result in getting agents leaving their jobs sooner than expected; hence employee engagement should be taken seriously by employers who want high-performing team members on board for longer terms.

Contact Center 52

Contact Center Average Handle Time Call Center CRM 52

Russel Lolacher

APRIL 24, 2023

A few reasons why he is awesome – he is the found of The Learning Moment, a consultancy for culture coaching, he’s the co-author of the book “Helping People Win at Work: A Business Philosophy Called ‘Don’t Mark My Paper, Help Me Get an A” and he served as the CEO and Chairman of WD-40 for 25 years.

Coaching 52

Coaching Employee engagement Consulting Consulting 52

Russel Lolacher

MARCH 13, 2023

So something that we take for granted, and 2023 that we have eight hour work days, came after a long period of revolt, and then eventually bloody strife. But from 2015 to 2023. But this one’s really, really funny man, I asked an audience of grocery store owners how they want to be described by their employees and 2023.

Government 98

Government Management Employee engagement Coaching 98

CSM Magazine

APRIL 17, 2025

“Our productivity year-over-year, from 2023 to 2024, increased at a minimum of 20% maybe even more.” ” Driving Better Conversations and Coaching with Data Cadaceus Health managers use Insightfuls call center quality monitoring software to inform the companys qualitative and quantitative performance analysis.

Abandon rate 52

Abandon rate Technology Employee engagement Call Center 52