SharpenCX

MAY 26, 2020

With effective and frequent customer service training and coaching. Aside from quarterly summits, make a schedule for more frequent coaching. Give them constructive feedback on how they’re performing day-to-day and as a teammate. Coaching on the Fly. How do you combat those negative experiences from occurring?

Contact Center 128

Contact Center Customer Service Coaching Customer Experience 128

Calabrio

APRIL 11, 2025

Use surveys, interviews, and focus groups. This nesting phase can include supervisors, evaluators, or dedicated coaches providing immediate feedback, guidance, and support to reinforce learning and help build confidence. Ask: What types of customer interactions do you struggle most to resolve efficiently?

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

Calabrio

MARCH 11, 2025

Automate performance evaluation: AI-driven QA scorecards and analytics streamline the evaluation process, freeing up managers to focus on coaching and development. Agent Performance and Development: QA provides valuable insights for targeted coaching, empowering agents to enhance their skills and performance.

Best practices 52

Best practices Contact Center Chatbots Call Center 52

Calabrio

MARCH 7, 2025

Ineffective Coaching and Training: Insufficient training and development opportunities can hinder agent performance and job satisfaction. Regularly check in with new hires, offer support, and provide constructive feedback during the initial onboarding period. All you need is 15-20 minutes when your agents have a clear agenda upfront.

Call Center 52

Call Center Benchmark Gamification Contact Center 52

Real Blue Sky

NOVEMBER 25, 2024

Yet, only 42% of organizations offer emotional intelligence training, according to a Lee Hecht Harrison Penna survey, highlighting a broader challenge: emotional agility receives even less focus. Continuous Feedback and Coaching: Regular feedback is vital.

Construction 52

Construction Morale Feedback Coaching 52

NICE inContact

NOVEMBER 23, 2015

Many agents and supervisors cringe when it is time for coaching. From an agent perspective, the coaching experience has historically been associated with a supervisor controlling a conversation; speaking to what the agent has done wrong on a call. This type of preparation is also helpful when coaching agents in the contact center.

Coaching 49

Coaching Best practices Construction Contact Center 49

Fonolo

JUNE 9, 2020

Surveys are also a great way to collect insightful data. For example: Customer satisfaction surveys, employee feedback. Cultivating a culture where both positive and constructive feedback is embraced by everyone can help bolster your contact center’s productivity. For example: Average Handle Time, First Call Resolution.

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

Interaction Metrics

OCTOBER 31, 2023

What’s going on with Providence’s healthcare surveys? Does Providence’s CEO Rod Hochman want to execute a strategy based on gamed survey data? Or is Providence Health & Services unaware that it collects deeply flawed survey data? The term survey-begging aptly captures what’s going on.

Healthcare 62

Healthcare Surveys Construction Coaching 62

Customer Service Life

AUGUST 22, 2019

Let’s first look at the three most popular customer survey metrics and how they’re measured and then I’ll share a way to approach the results more holistically. Survey timing also varies. Some companies survey customers immediately after each customer service transaction whereas others send it once the case or issue has been solved.

Contact Center 107

Contact Center Metrics Surveys Coaching 107

Customer Relationship Metrics

JULY 26, 2017

You’ve conducted surveys, created committees, put in recognition programs, and still you struggle. A Towers Watson survey, shows that only half of managers set effective employee goals. Get a Constructive Process. While technology may have helped to automate these practices, the constructs are relatively the same.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

Customer Guru

MAY 22, 2018

Source: Aon Hewitt European Manager Survey 2011. Here are a few easy ways to improve your employee engagement: Conduct periodic employee surveys. Also, many times, companies usually have surveys that garner data which is of no use. Surveys must have questions that are actionable. Aon Hewitt.

Employee engagement 96

Employee engagement Coaching Surveys Construction 96

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

Fonolo

SEPTEMBER 21, 2023

Surveying your agents and gaining qualitative feedback can help you identify gaps in your operational processes, especially when compared with quantitative data. Surveys are also a great way to collect insightful data. Offer coaching sessions Think training is a one-time requirement for your agents?

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 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

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

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

Tethr

JUNE 21, 2019

The original CES was a survey question that asked customers how much effort they had to put forth to get their issue resolved. While this new version of the CES question improved on the original, it didn’t solve for what is a more fundamental problem: relying on surveys to ask a question that companies should already know the answer to.

Surveys 68

Surveys Coaching Customer effort Metrics 68

SoliCall

AUGUST 2, 2023

2 – Performance Feedback and Coaching. Implement a robust performance feedback system to provide agents with constructive feedback. Regularly evaluate their performance and provide individual coaching sessions to address areas of improvement. 3- Clear Performance Metrics. 4- Quality Assurance Programs.

Call Center 52

Call Center First call resolution Construction call center software 52

SharpenCX

JULY 21, 2020

Build a better customer experience by coaching your agents to success. They surveyed hundreds of companies and almost 100,000 customers. And, Gartner’s survey found that constructing your CX strategy around delighting your customers can cost 10% to 20% more in operational costs. Delighting customers only goes so far.

Customer Experience 67

Customer Experience Construction Interactive Voice Response Contact Center 67

Blueship Call Center

OCTOBER 9, 2023

Ask them about their demands that are particular to your sector through a survey, an email, a phone call, or any other resource you have at your disposal. Empathy will assist you in concentrating on improving customer happiness, which will have an impact on your bottom line, as part of your performance coaching objectives.

outsourcing 81

outsourcing Call Center Customer Care Coaching 81

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

Outsource Consultants

JANUARY 16, 2025

Actionable Feedback Loops: Provide timely, constructive feedback to agents. Targeted Training and Development: Use QA findings to inform personalized coaching sessions and broader training initiatives. Regular surveys and focus groups can provide invaluable insights into what customers value most in their interactions with your brand.

Best practices 67

Best practices Contact Center First call resolution Average Handle Time 67

Ann Michaels and Associates

OCTOBER 28, 2018

“Our Assurance team, which more than doubled in size in 2012, ensures team members have the skills needed to uphold this by providing ongoing coaching and positive enforcement when team members are speaking with clients. utilizes detailed customer feedback surveys that specifically address levels of customer service satisfaction. “To

Construction 61

Construction Surveys Scripts Feedback 61

Russel Lolacher

APRIL 5, 2021

Collaboration, coaching, inspiration, motivation… no contribution comes without connection to others. To get the best from your people and yourself, nurture a space where everyone can be constructively challenged and can demonstrate and explore what drives them. A plant grows in the right environment, and so do staff.

Customer Care 98

Customer Care Government Transportation Employee engagement 98

Comm100

JANUARY 11, 2023

In 2022, 59% of companies surveyed agreed that their markets have become more competitive in recent years. In research conducted by the non-profit organization Partnership on AI , employees were surveyed after experiencing AI in different workplace scenarios. The State of Automated Customer Service in 2023.

Customer Service 98

Customer Service Chatbots Healthcare Wait times 98

Robert Davis

FEBRUARY 7, 2017

On January 26, 2017, we conducted an NPS survey to determine our impact on our client. The survey was a three-question anonymous survey of our client’s contact center site leadership about RCDA’s performance in our support of 10 sites. Post-survey feedback has been validating as well. Keep up the great work!”

Coaching 48

Coaching Consulting Consulting Surveys 48

Playvox

MARCH 12, 2024

This stands in contrast to contact center managers we surveyed, who thought recognition from superiors was the top motivator for agents. Agents do want recognition from leaders, but those we surveyed preferred more personal rewards and had a strong desire to work remotely with some flexibility.

Morale 78

Morale Gamification Contact Center Quality management 78

Balto

JUNE 13, 2022

When managers have to interact with customers due to an escalation, it pulls them away from agent coaching, training, and other duties that can help reduce other escalations. Training also requires coaching on handling escalations. A survey by Balto showed that 64% of agents thought there needed to be changes to scripts.

Management 52

Management Contact center software Coaching Contact Center 52

Balto

AUGUST 10, 2022

The Conversation Excellence Lab surveyed over 360 contact center executives about their budgeting plans. We surveyed 361 executives across the United States. For the purpose of this survey, we defined executives as Directors, Vice Presidents, Presidents, and C-Suite Executives. Demographics. and CSAT of 86.3

Contact Center 52

Contact Center Real estate Telecommunications Coaching 52

CSM Magazine

FEBRUARY 4, 2019

When constructing a customer-centric organization, it is critical to be holistic – specifically because core behaviors and purpose should not change, whether a vendor or a key customer. Traditionally, customers are perceived as most important to an organization, defined by the revenue they provide.

Customer centricity 49

Customer centricity Construction Coaching Consulting 49

Monet Software

JUNE 29, 2021

Responses to constructive criticism can range from dejection to defensiveness. A QA manager, for example, might be looking for improved customer satisfaction scores in post-call surveys, while the agent is mostly worried about getting flustered in certain scenarios, which compromises their service quality. Here are a few tips. #1

Contact Center 62

Contact Center Feedback contact center workforce Construction 62

Toister Performance Solutions

MARCH 7, 2019

Measuring employee engagement isn't relegated to an annual survey. One-on-one coaching sessions revolve around how well employees' actions align with the values. they're engaged), while constructive feedback and encouragement is shared when an employee does not follow the values (i.e. they're disengaged).

Airlines 61

Airlines Employee engagement Construction Feedback 61

Balto

NOVEMBER 28, 2023

Once the root causes behind low scores are identified, decision-makers within a contact center can start implementing personalized coaching sessions for agents to overcome their weaknesses and improve their performance in different customer interactions. Not to mention, customer surveys tend to be skewed.

Quality management 52

Quality management Call Center Management Contact Center 52

SharpenCX

JUNE 10, 2021

Start with coaching and training. Create a strategy that sets your agents up for success, and coach them to always improve and reach their personal goals. Use in-line training paired with automation to cut down on the time you spend searching for coaching moments. Give your agents constructive feedback.

Morale 67

Morale Call Center Contact Center Coaching 67

Interaction Metrics

AUGUST 14, 2024

A survey by Forrester Consulting found that customers are most frustrated about: Different customer service agents giving different answers (41 pct) Customer service agents not knowing the answer (34 pct) Respondents being unable to find an answer on a website (31 pct) The good news is that this is preventable.

Consulting 62

Consulting Consulting Customer Service Surveys 62

CSM Magazine

NOVEMBER 25, 2019

When you hire, empower them through coaching and training programs. Doing your research and surveys through social media, your website or email will help you understand their experience when using your product or service. Don’t be afraid of constructive criticism. However, hiring the wrong people can lead to epic failure.

Construction 52

Construction Coaching Surveys Sales 52

Outsource Consultants

JANUARY 27, 2025

To improve QA scores: How to Improve QA Scores: Implement regular coaching sessions with constructive feedback. Many contact centers use post-interaction surveys to gather this data. These scores typically assess factors such as adherence to scripts, problem-solving skills, and communication effectiveness.

Contact Center 67

Contact Center Abandon rate Average Handle Time outsourcing 67