SharpenCX

JUNE 22, 2021

They also encourage self-coaching. Step 4: Provide a pathway for upskilling employees and developing professional skills. Employee engagement has seen a lot of ups and downs this past year as a result of COVID-19, and it matters now more than ever. And, there are significant business benefits to employee engagement.

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Call Center Coaching Analytics Employee engagement 67

Balto

AUGUST 22, 2022

Without some creative freedom, employee engagement can take a downward spiral. With AI-powered platforms and AI-enabled tools to assist, guide, and coach agents in real time, agents are better able to resolve customer issues on the spot, reducing customer — and agent — frustration. Surprising Results. Managerial Benefits of AI.

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Contact Center Scripts Gamification Coaching 52

Calabrio

OCTOBER 19, 2022

What will the demands of the contact center be in 2030? Using technology to identify performance coaching opportunities. Contact center leaders need to find ways to strengthen employee engagement and growth for remote and in-office agents. This is a challenge Calabrio CEO, Tom Goodmanson posed this year at C3.

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Contact Center Analytics Coaching Transportation 59

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.

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Contact Center Coaching Surveys Scripts 52