SharpenCX

JANUARY 23, 2020

Contact center managers struggle to coach for better performance. Managers swim in a sea of data and metrics, but they fight to weed through what’s valuable to move their KPIs. Research shows coaching is vital to employee performance management to drive better business results, employee engagement, and higher customer satisfaction.

Coaching 98

Coaching Contact Center Benchmark Management 98

Steve DiGioia

DECEMBER 5, 2016

Metrics are designed to focus on what the organization wants to achieve. Metrics that focus on customer satisfaction/loyalty, and have a real impact on compensation or advancement, are also essential. As for me, I think the cause is that as organizations get larger, senior leaders have more stakeholders to answer to. Grant Cardone.

Customer centricity 264

Customer centricity Consulting Consulting Metrics 264

COPC

SEPTEMBER 21, 2023

Let’s start with a topic that often comes up on my assignments – coaching customer satisfaction (CSAT). It is also the most common coaching example I get when I ask to see how supervisors coach their team. So, why do we care, or what does this have to do with coaching CSAT?

Coaching 87

Coaching Contact Center Surveys Metrics 87

ShepHyken

APRIL 3, 2018

Strength metrics. About: Peter Ivanov is an internationally sought-after keynote speaker, business consultant, executive coach, and author. The organization – The organization can get outstanding results because it is able to have a hand in every market worldwide, because of team members working from all over the globe.

Coaching 198

Coaching Consulting Consulting Metrics 198

CCNG

MARCH 30, 2022

Coach the agent for 20 minutes – check off the box and get the green dot. Understanding the mental process for supervisors It’s time for the 15-minute agent coaching time. As the agent and the supervisor connect and talk across the video conferencing platform, the supervisor suddenly realizes that the coaching hasn’t taken place.

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195

Integrity Solutions

NOVEMBER 29, 2022

Here are the sales training metrics you should be using to measure your success. In fact, data collected by the consulting firm ES Research has shown that 85 to 90 percent of sales training fails to translate into a lasting improvement in productivity. How to Determine Sales Training Metrics.

Metrics 84

Metrics Sales Coaching Accountability 84

Callminer

FEBRUARY 4, 2021

Adrian Travis is the Founder and President of Trindent Consulting. Now more than ever, organizations need to actively manage the Average-Speed-of-Answer (ASA) metric. Carol Tompkins is the Business Development Consultant at AccountsPortal. Courtney Quingley is a Reputation Consultant from Rize Reviews. Adrian Travis.

Call Center 345

Call Center Contact Center Finance Consulting 345

ShepHyken

DECEMBER 29, 2020

Emotional engagement is driven by three metrics: pride, passion and confidence. Vibhas is an executive coach and a leadership consultant to senior executives and CEOs, as well as a well-known speaker and author. Every employee must recognize their place in the customer journey. Engaged employees lead to engaged customers.

Customer centricity 208

Customer centricity Employee engagement Coaching Consulting 208

GetFeedback

AUGUST 14, 2019

Measuring just a piece of this journey can seem short-sighted or not as powerful as other CX metrics, like Net Promoter Score (NPS). CX shouldn’t ever be measured by one metric alone. Customers and their experiences are complex and nuanced, so there’s no perfect metric. Goal 2: Coach employees. Free CSAT Calculator.

Metrics 109

Metrics Journey mapping Surveys Coaching 109

Taylor Reach Group

MAY 18, 2018

In the daily operation of our Call and Contact Centers we throw around metrics and performance measures like they were candy. To our customer however this metric becomes ‘Sucks Less’ – the better the Call Center Service Level the less the service being realized sucks. By Colin Taylor.

Call Center 99

Call Center Metrics Interactive Voice Response Average Handle Time 99

Fonolo

NOVEMBER 24, 2020

Bill Quiseng CX Expert, Speaker & Consultant. ” — Kate Nasser, The People Skills Coach ™ , Author of Leading Morale , Customer Service & Leadership Consultant. ” — Blair Pleasant , C ontact Center Industry Analyst & Consultant at BCStrategies. COVID-19 Made Customers More Empathetic.

Contact Center 159

Contact Center Average Handle Time Consulting Consulting 159

Fonolo

NOVEMBER 3, 2020

Our research for The State of the Contact Center 2020 Report indicates that the change to remote work, along with increasing public scrutiny and growing corporate EQ, will cement Agent Satisfaction as the ‘Master KPI’ on which all other metrics depend. Keynote Speaker and Official Forbes Coach. ” — Annette Franz.

Contact Center 167

Contact Center Coaching Consulting Consulting 167

TeleDirect

OCTOBER 20, 2021

Effective Call Center Strategies | Customer Service Tips for Call Centers | Call Center Coaching from TeleDirect. In other words…it takes a great coach! Like any successful plan of attack, call center coaching and effective call center strategies demand excellence from management and agents. It takes careful planning.

Coaching 62

Coaching Call Center Business Process Outsourcing outsourcing 62

ChurnZero

JUNE 17, 2022

To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding. Onboarding metrics serve two main purposes. Basing onboarding metrics on your internal operations can produce false positives.

Metrics 98

Metrics SaaS Surveys Self service 98

Interaction Metrics

AUGUST 14, 2024

If you’re not sure how your customers perceive your customer service, it’s time for a customer service consulting firm. A customer service consulting firm can transform your company into one where customer service creates loyal customers who will help grow your company through their loyalty and positive word-of-mouth marketing.

Consulting 62

Consulting Consulting Customer Service Surveys 62

Beyond Philosophy

APRIL 20, 2016

Most organizations that have already accepted that the Customer Experience is the competitive differentiator have adopted the Net Promoter Score (NPS) as the metric by which they measure their success. However, the NPS score as a metric has plateaued for many organizations. The NPS is a great metric, but it is limited.

Customer emotions 150

Customer emotions Metrics Consulting Consulting 150

SharpenCX

MARCH 25, 2021

But how can you effectively coach and improve the performance of a dispersed workforce? And using data from real customer conversations gives you the context you need to effectively coach your team. That’s why I’m diving in on how to use speech analytics to improve coaching and engagement in your call center. .

Coaching 67

Coaching Call Center Analytics Quality management 67

Taylor Reach Group

AUGUST 23, 2017

Metrics, Key Performance Indicators (KPI’s), Reports – we have a lot of names for the information and data we review to help keep our centers on track and performing as we want them to. To understand the metrics and reporting that we should be looking at, we need to look at the reasons that reporting exists in the first place.

Metrics 66

Metrics Contact Center Schedule adherence Coaching 66

SharpenCX

APRIL 14, 2020

Metrics are more than just numbers on a page. Metrics don’t exist in a vacuum. When they work in a relationship with one another, your metrics can measure success and failure and recognize progress. When they work in a relationship with one another, your metrics can measure success and failure and recognize progress.

Metrics 84

Metrics Customer Service Employee engagement Morale 84

Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. The role of a call center manager is complex and challenging. William Taylor.

Call Center 182

Call Center Management Scripts Coaching 182

Callminer

FEBRUARY 21, 2018

One common mistake I see from call centers that I have consulted with over the last year is…”. But in many cases, integration is flimsy at best because the product – while claiming to integrate fully – requires hours of additional support, e.g. manual data uploads or advice from a consultant. Mihai Corbuleac. csITsupport. Scott Sachs.

call center software 210

call center software Call Center Contact Center Interactive Voice Response 210

Call Center Weekly

OCTOBER 25, 2018

Unfortunately, managers may look at call volume, handle times and other similar metrics in making a decision to prematurely put new hires in contact with customers. Timely Feedback/Coaching: Feedback should be given as swiftly as possible. I have led or consulted contact centers of various sizes across numerous industries.

Customer Service 136

Customer Service Government Feedback Contact Center 136

COPC

OCTOBER 24, 2023

In last month’s article , we looked at how coaching customer satisfaction (CSAT) to a number may lead to wasted time and effort, employee dissatisfaction, and difficulty improving CSAT results. CSAT as an Output Metric Something we need to align on first is that CSAT is an output metric in the contact center, not an input.

Metrics 91

Metrics Coaching Average Handle Time Consulting 91

Taylor Reach Group

DECEMBER 11, 2019

In other sections, we have discussed the importance of performance improvement and coaching. However, it takes time (and necessary coaching) for agents to achieve that optimal performance. Clearly define the metrics and provide proper (continuous) reporting. Intrinsic Motivations. Which agents can benefit? –

Customer Experience 119

Customer Experience Coaching Contact Center Morale 119

CSM Magazine

MAY 22, 2024

.” The report sheds light on the latest developments in Contact Center Workforce Optimization (WFO), Workforce Engagement Management (WEM) and how Zenarate AI Coach is uniquely designed to support these vital strategic initiatives. For more information, visit www.zenarate.com.

Coaching 52

Coaching Contact Center contact center workforce Gamification 52

Outsource Consultants

AUGUST 3, 2020

Here are some key themes to consider to lower your average handle time (AHT): Coach — Reducing AHT can be as simple as executing a playbook. Set Goals — Just like lowering AHT, you call center agents should always be aiming toward metric goals. Contact Outsource Consultants for a free, no-risk consultation to find out.

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127

Callminer

SEPTEMBER 23, 2020

Call centers that implement agent performance management solutions equip their agents with the ongoing coaching and training needed to perform at their best. Keep metrics in mind and up to date. Leverage speech analytics software for ongoing training and coaching. Why is it that you’re calling, what prompted the call.”

Best practices 182

Best practices Call Center Outbound sales Telemarketing 182

Taylor Reach Group

NOVEMBER 18, 2019

Quality Listeners, then, listen to these calls for coaching opportunities while scoring the agent based on number of predefined mandatory elements (Compliance). The key point is that this new process is focussed on coaching and continuous improvement. It is not meant to be punitive.

Coaching 18

Coaching Contact Center Surveys Best practices 18

CX Global Media

JULY 12, 2019

In this session, I’ll talk through the journey my team took to reinvent this stalwart metric. Business Partner and Owner, The LAMA Training by McKee Consulting. Trainer and Coach in the Contact Center Business for over 25 years. She is the founder of McKee Consulting and the LAMA Technique. Judy McKee ?Business

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

NobelBiz

FEBRUARY 14, 2022

The metrics that are appropriate for your organization will serve as your compass. Before defining your Agent performance metrics, define your contact center goals Analyzing a KPI only because the competition does it is pointless. What are the right call center agent performance metrics to monitor?

Metrics 52

Metrics Management Average Handle Time Contact Center 52

CX Accelerator

JULY 1, 2019

Step Two: Train As your team identifies the pain points for customers that experience a disability ask your training team if these problems can be solved through training, coaching, or other experiential learning experiences. There’s no single metric that will work for every organization in every industry. Not exactly.

Customer Experience 140

Customer Experience Journey mapping Education Morale 140

Taylor Reach Group

MAY 11, 2018

Once on board, how will we train them, coach them and mentor them? What Contact Center metrics will be employed? Which of the many possible metrics will be the Key Performance Indicators (KPI’s) and why? For more information please contact us or book a free 1-hour consultation. Is there a skills map?

Call Center 104

Call Center Interactive Voice Response Real estate Contact Center 104

ClearAction

SEPTEMBER 29, 2016

ClearAction is a customer experience management consultancy specializing in company-wide collaboration to resolve and prevent the thorniest drags on customer experience excellence and ROI. For marketing teams, Marketing Future Forum is collaborative platform with a suite of tools and services that help drive velocity and opportunity metrics.

Customer Experience 66

Customer Experience Coaching B2C Consulting 66

SharpenCX

MAY 5, 2020

Download Now: Get real about coaching your agents to engagement with these 7 methods. When you’re aware of your agents’ career goals, you seek out opportunities and set appropriate success metrics for them. Read Now: Prove the value of your customer service team to your executive team by encouraging the right behavior with metrics.

Contact Center 90

Contact Center Customer Service Coaching Metrics 90

Outsource Consultants

FEBRUARY 22, 2021

And it’s only gotten harder for supervisors to effectively coach their agents with the shift to remote work. Luckily, solutions have emerged, like gamification, to give supervisors fun and motivating incentives that target key performance metrics, such as: Best CSAT agent score. Get your no-risk, no-cost consultation today.

Call Center 76

Call Center Gamification Coaching Morale 76

AWS Machine Learning

NOVEMBER 15, 2024

The Principal AI Enablement team, which was building the generative AI experience, consulted with governance and security teams to make sure security and data privacy standards were met. Model monitoring of key NLP metrics was incorporated and controls were implemented to prevent unsafe, unethical, or off-topic responses.

Chatbots 113

Chatbots Engineering Enterprise Government 113

Customer Guru

MARCH 1, 2018

She is also a Gallup Certified Strengths Coach and has trained in profiling and assessing for Emotional Intelligence. Working across industries such as manufacturing, IT, and consulting, what has your journey been like? Metrics: Is there a metrics framework set up to measure customer experience?

Customer centricity 94

Customer centricity Coaching Employee engagement Metrics 94