The Northridge Group

JULY 20, 2023

Contact centers are in a state of flux, with many contact center associates (and workers in general) hesitant to return to the office full-time and forgo the flexibility that comes with a work-from-home (WFH) or hybrid environment. Imagine that you conduct an extensive analysis of contact center associate performance.

Contact Center 128

Contact Center Abandon rate contact center associations Average Handle Time 128

CX Global Media

JULY 11, 2019

The fourth step ( Step 1 , Step 2 , Step 3 ) in the contact center agent journey is about leadership that engages agents. Employee engagement has always been a problem in contact centers. We know that traditional approaches like multi-day workshops don’t build skills efficiently. Playbook and Planner.

Contact Center 120

Contact Center CCNG Morale Coaching 120

Customer Service Life

DECEMBER 18, 2018

How would you implement self-care initiatives into your contact center? 1:1 Coaching . My coaching program puts a spin on an individual’s wellness through the lens of customer service with the intention of personal growth. I’m giving away free 60-minute coaching sessions. I got you, my friend!

Contact Center 105

Contact Center Personalization Coaching Customer Service 105

Vistio

APRIL 30, 2025

In todays contact centers, training isnt just about transferring knowledge its about building adaptable, confident agents who can navigate real customer scenarios with empathy, accuracy, and speed. 10% formal learning: structured courses, workshops, or classroom training. The challenge?

Coaching 52

Coaching Contact Center Feedback Accountability 52

CX Global Media

NOVEMBER 6, 2019

Thanks to Roger Lee of Gridspace for sharing his insight at Customer Contact Week. Roger is a long-time contact center industry veteran and a respected thought-leader. At the event he conducted a workshop about Speech Analytics and he graciously shared with me his observations about what occurred during that workshop.

Analytics 136

Analytics Contact Center Coaching Call Center 136

Toister Performance Solutions

DECEMBER 12, 2024

Full or half-day workshops disrupt your operation. For example, a contact center manager I know planned a weekly quick-hit training around reducing escalations. The contact center leader shared the top escalations with the team. Offer coaching and encouragement to help them continue building and refining the skill.

Customer Service 124

Customer Service Coaching Contact Center Management 124

Fonolo

JANUARY 31, 2023

Still have questions about call center training? What is Call Center Training? Simply put, call center training is any course, seminar, video, coaching session, or other activity that teaches the skills and behavior required for success in a call center. Include workshops and group activities as much as possible!

Call Center 141

Call Center Contact Center Coaching Gamification 141

TechSee

JUNE 4, 2019

Nowhere is that truer than in call center training – bringing new agents up to speed on products, processes and the productivity expected of them. Traditionally, contact centers have trained new agents using one-on-one coaching or classroom-style role-playing, where the focus is on imparting knowledge and customer service etiquette.

Call Center 117

Call Center Technology Gamification Coaching 117

TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work. of podcasts worldwide.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Playvox

MARCH 27, 2023

Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. Training programs should be designed to meet the specific needs of the contact center and its agents.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Talkdesk

FEBRUARY 21, 2019

Jenny Dempsey is a Social Media and Customer Experience Manager at NumberBarn and a health coach at Jenny Dempsey Wellness. Years in the customer service industry as an agent, director and everything in between showed her how important wellness in contact centers is. practice it. What is Workplace Wellness?

Contact Center 73

Contact Center Coaching Customer Service Customer Experience 73

CX Accelerator

AUGUST 1, 2018

Un-peeling the layers of psychological and physical health in the contact center is incredibly powerful and can foster growth. Never force any of your team members to participate in these initiatives, and always talk with your Human Resources department before implementing any mental health programs in your contact center.

Contact Center 182

Contact Center Healthcare Coaching Education 182

Outsource Consultants

JANUARY 16, 2025

Contact center quality assurance is the backbone of exceptional customer service. What Is Quality Assurance in Contact Centers? Quality assurance (QA) in contact centers forms the foundation of exceptional customer service. Actionable Feedback Loops: Provide timely, constructive feedback to agents.

Best practices 67

Best practices Contact Center First call resolution Average Handle Time 67

SharpenCX

MAY 16, 2022

Outbound contact centers are often considered synonymous with spammers, but when run ethically and with the right purpose, they can play a critical role in deepening your relationships with your existing customers and connecting with new ones. Inbound Vs. Outbound Contact Centers. Best Outbound Contact Center Solutions.

Contact Center 67

Contact Center Scripts Call Center call center software 67

Real Blue Sky

NOVEMBER 25, 2024

Continuous Feedback and Coaching: Regular feedback is vital. Offering workshops, access to mental health resources, and promoting a healthy work-life balance can significantly reduce stress, leading to calmer, more empathetic interactions. This openness helps address issues promptly and maintain a positive work environment.

Construction 52

Construction Morale Feedback Coaching 52

CX Accelerator

AUGUST 1, 2018

Un-peeling the layers of psychological and physical health in the contact center is incredibly powerful and can foster growth. Never force any of your team members to participate in these initiatives, and always talk with your Human Resources department before implementing any mental health programs in your contact center.

Contact Center 140

Contact Center Healthcare Coaching Education 140

Taylor Reach Group

MARCH 20, 2020

Attendance and attrition have always been challenges in the contact center world. As contact center operators we know our environments are stressful and labor intensive, we may have hundreds or thousands of staff interacting with our customers and prospects each and every day.

Contact Center 105

Contact Center Consulting Consulting Coaching 105

Fonolo

JUNE 17, 2015

The training you provide to your contact center employees prepares them for what’s to come in the workplace and helps them incrementally improve their skills. What is call center training? Handpicked related content: 5 Creative Ways to Manage Agent Shortages in Your Contact Center. Types of Call Center Training.

Call Center 96

Call Center Gamification Coaching Contact Center 96

Playvox

MARCH 21, 2024

Let’s face it — no one contacts your contact center to tell the person who answers the phone, text, or chat to tell your organization that they love your brand, service, or product. Most interactions that contact center agents have daily are to solve a problem or issue, adjust a payment, or ask a clarifying question.

Morale 90

Morale Contact Center Quality management Coaching 90

NobelBiz

APRIL 18, 2023

Optimizing team productivity is the key to achieving this goal, and this comprehensive guide will walk you through the steps necessary to unlock your call center’s full potential. What is hyper efficiency in a contact center? A well-calibrated IVR system is the cornerstone for intelligent contact center automation.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Talkdesk

MAY 20, 2019

Last week, I attended ICMI’s yearly contact center expo in Fort Lauderdale, Florida. And two, because contact centers are at a particularly transformative point in their existence. As a newcomer to the contact center world, I was impressed with the strides the industry has made.

Contact Center 44

Contact Center Coaching Airlines Marketing 44

Calabrio

MARCH 5, 2025

Meanwhile, in customer service, a contact center may strive to improve the CX it delivers by quickly and efficiently resolving customer concerns, while driving overall customer satisfaction. Discover what performance coaching is and why your CX team could use it.

Best practices 40

Best practices Benchmark First call resolution Contact Center 40

SharpenCX

MAY 31, 2023

In the evolving world of customer service, contact centers play a vital role in ensuring customer satisfaction. However, call center agent retention continues to be a challenge for many organizations. Encourage ongoing learning through regular skill enhancement workshops and access to relevant resources.

Call Center 76

Call Center Coaching Construction Morale 76

COPC

MARCH 11, 2022

Explore emerging ways to create candidate interest & employee retention with Rick Zayas, COPC VP, in a pre-conference workshop at Execs In The Know’s Customer Response Summit (CSR) in Clearwater, Florida, on March 28, 2022. Contact centers have not been immune to this phenomenon. Key drivers affecting labor markets.

Contact Center 85

Contact Center Customer Support outsourcing Marketing 85

Calabrio

OCTOBER 20, 2020

We helped them spin up and maintain virtual or hybrid contact centers. We are especially proud of efforts to help local governments get contact tracing centers up and running, enabling them to schedule, evaluate and coach these new tracing workforces. The Power of People.

Government 82

Government Coaching Self service Contact Center 82

Monet Software

MARCH 26, 2020

Not all parts of your contact center solutions need to be outsourced. With contact center cloud migration in steady growth, about half the North American market is in the cloud with a steady upward trend over the past five years. This is particularly important if you’re using a cloud solution for the first time.

Coaching 71

Coaching outsourcing Strategic Value contact center solutions 71

TechSee

AUGUST 26, 2024

Chat Interactions Contact centers aren’t just for the phone. Regular training sessions, simulations, and workshops can keep agents updated with the latest industry trends and best practices, ensuring they are well-prepared to handle any customer issue. Some IVR systems can be difficult to navigate.

Call Center 124

Call Center Customer Service Average Handle Time Interactive Voice Response 124

Robert Davis

MARCH 2, 2017

Our success has provided a solid foundation, giving our company the reputation for being one of the best full-service training, coaching and facilitation consultancies in the marketplace. After ensuring understanding, call coaching focused on exceeding customer expectations from greeting to close. RCDA Results. Home Security Company.

Call flow 48

Call flow Coaching Telecommunications Customer retention 48

Balto

JUNE 7, 2022

Louis, MO — Balto, the #1 real-time guidance platform for contact centers, today announced its inclusion in the list of Hot Vendors in the 2022 Special Report by Aragon Research, Inc., Balto will be onsite at Customer Contact Week (CCW) in Las Vegas June 20-23 at booth 401. Founded in 2017 and based in St.

Coaching 52

Coaching Contact Center Best practices Technology 52

Toister Performance Solutions

SEPTEMBER 25, 2018

This suggests it can take coaching, planning, and a great deal of patience to help some of your customer service employees develop a more realistic sense of time. I’m a stickler for starting on time whenever I facilitate a meeting or a workshop. Type As were pretty spot-on, guessing on average 58 seconds.

Coaching 78

Coaching Personalization Contact Center Accountability 78

Balto

JUNE 30, 2022

We knew we wanted to make a big splash at the largest annual gathering of contact center thought leaders, insiders, vendors, and prospects. From the workshops and meetings to the main vendor floor, the space was brimming with energy and enthusiasm. Prepping for CCW. We knew the week was going to be a good one.

Contact Center 52

Contact Center Customer centricity Coaching Sales 52

SharpenCX

JUNE 16, 2021

Read Next]: Build Trust on your Call Center Team With These 10 Coaching Methods. Starting with onboarding, include educational resources in your training and coaching that holds your employees to becoming culturally competent. Read Next]: Be a supportive leader as your manage your contact center team through cultural movements.

Call Center 67

Call Center Education Coaching Construction 67

NobelBiz

JUNE 19, 2023

Harnessing the power of real-time monitoring in call centers is like having a crystal ball that reveals customer needs and preferences in the moment, enabling personalized interactions that leave a lasting impression. This enables them to identify areas for improvement and provide timely feedback and coaching to agents.

Call Center 52

Call Center Coaching Contact Center Metrics 52

NobelBiz

FEBRUARY 15, 2023

Some call centers will run more frequent or extended calls that include all agents on the team, or a few “tiger teams” that run individual reviews for each agent. This workshop brings together at the same table the management of the contact center and the ordering client. In the debriefing, the evaluations are compared.

Calibration 52

Calibration Call Center Call Logging Quality management 52

SoliCall

AUGUST 2, 2023

2 – Performance Feedback and Coaching. Regularly evaluate their performance and provide individual coaching sessions to address areas of improvement. Offer opportunities for additional training, workshops, and certifications to enhance their expertise. 3- Clear Performance Metrics. 6 – Continuous Skill Development.

Call Center 52

Call Center First call resolution Construction call center software 52

Netomi

JANUARY 5, 2022

He also led the creation and updating of many of Forrester’s customer experience evaluation methodologies and training workshops. A 5-time Chief Customer Officer and coach to over 20,000 leaders, her practices are field-tested and proven. Kate Nasser, The People Skills Coach and founder/president CAS, Inc. Kate Nasser.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

teleopti

DECEMBER 2, 2019

Consider running workshops so staff understand why you are scheduling the way you are scheduling. Once everyone is confident with the new system, discuss ways to utilize the latest WFM training planner capabilities for coaching sessions. Involve staff in the scheduling process. This is the next step to engaging with team members.

Coaching 68

Coaching Employee engagement Consulting Consulting 68