SharpenCX

JUNE 8, 2021

Set SMART goals for your team to guide coaching: Once you know where the gaps live in your contact center strategy, create clear attainable goals for your team, and your individual agents, to achieve. Goals drive employees to pursue their own professional development and align to the culture of your team.

Customer retention 76

Customer retention Coaching Employee engagement Contact Center 76

Noble Systems

AUGUST 19, 2020

It can more effectively train and coach agents regarding new enterprise systems, as well as new products, and help teach them how to determine which ones are best for helping consumers reach their goals. It’s the perfect tool to attract, motivate, engage and retain millennial professionals.

Gamification 98

Gamification Banking Enterprise Coaching 98

Playvox

JANUARY 25, 2024

Operational costs – Agents who aren’t invested or lack training, feedback, or coaching tend to be inefficient, ultimately costing your business financially. Prevent and close employee skill gaps with a seamless integration to coaching. Workforce Management The yin to QM’s yang is Workforce Management (WFM).

Contact Center 77

Contact Center Coaching Quality management Schedule adherence 77

Playvox

JANUARY 30, 2024

Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching. According to a recent Gallup survey , only 23% of employees worldwide and 32% in the U.S. fall in the “engaged” category. Yet managers continue to fall short.

Gamification 79

Gamification Contact Center Coaching Quality management 79

Noble Systems

JUNE 2, 2020

Monitor interactions in real time to provide on-the-spot coaching and improve performance. Read our ebook: Buyer’s Guide To Contact Center Technology. Gain Greater Visibility of Activities – Easily access data to make strategic decisions that impact your contact center operations as well as marketing, sales and service delivery.

Call Center 80

Call Center Management Contact Center First call resolution 80

Playvox

JANUARY 12, 2023

Diagnosing opportunities for improvement in customer interactions from afar isn’t too complicated, but coaching agents to succeed and recognizing agents when they do well at a distance is a bigger challenge. Related On-Demand Webinar: Coaching: Tips and Tricks to Make it Effective. Giving Feedback and Recognizing Agent Successes.

Quality management 69

Quality management Coaching Contact Center Best practices 69

Playvox

OCTOBER 18, 2022

In the end, bringing employees back is a risky move. On top of increasing employees’ intent to leave, removing the option to work in a preferred location increases burnout and reduces employee engagement , according to a 2022 Gallup report. Related Article: 4 Smart Reasons To Offer Remote Work In Your Contact Center.

Contact Center 69

Contact Center Management Coaching contact center workforce 69

SharpenCX

JUNE 23, 2021

Your Step-By-Step Guide to Building Better Customer Experience Strategies Use data you already have to build actionable strategies for a better customer experience Get the eBook. If you’ve got agents pausing interactions a lot, you may have some coaching to do. Call Quality. Team and Agent Performance. Agent turnover rate.

Contact Center 101

Contact Center Abandon rate Management Metrics 101

SharpenCX

MARCH 4, 2021

Distill all the data living in your contact center down into a few important charts and graphs in your reports, so you can pull out actionable insights for coaching. And, you can see which agents handled these interactions, so you know where to offer additional coaching and training for a more seamless journey for future customers.

Analytics 67

Analytics Average Handle Time Management Metrics 67

SharpenCX

NOVEMBER 12, 2019

We’re diving in on this one in more detail later, but for now, think about measuring AX in terms of employee engagement and empowerment. Add qualitative measurements, like employee surveys, to your mix of measurements. Employee Engagement. Get the ebook. They’re incredibly important, but complicated.

Metrics 64

Metrics Best practices Call Center Surveys 64

Noble Systems

MARCH 19, 2021

Popular monitoring modes include listen only, in which the agent may not even know they are being observed, and coach monitoring. In the coaching mode, managers can assist the agent during a call, but the customer can’t hear the manager. Additional Resources: Ebook: Buyer’s Guide to Contact Center Technology.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

SharpenCX

FEBRUARY 10, 2021

You need qualitative data to understand customer sentiment and employee engagement. This type of data relies mostly on what you learn by asking questions and actually talking with your customers and employees. Bulk up your coaching and training. Qualitative feedback. Add more self-help resources for your customers.

Contact Center 76

Contact Center Customer Service Metrics Call Center 76

SharpenCX

MARCH 30, 2021

What does your data tell you about where you need to coach and develop your teams? Employee engagement: How engaged are my agents? Your Step-By-Step Guide to Building Better Customer Experience Strategies Use data you already have to build actionable strategies for a better customer experience Get the eBook.

Call Center 67

Call Center Technology Customer Experience Contact Center 67

Playvox

DECEMBER 5, 2022

The empathy you show by seeking out their side will help boost employee engagement and retention. Related Article: Five Coaching Tips For Contact Center Agents that Work. Get our new free ebook, Combatting Contact Avoidance And Creating The Right Policy To Manage It. How To Address Call Avoidance.

Contact Center 52

Contact Center Average Handle Time Coaching Management 52

NobelBiz

MAY 16, 2023

If you want a more in-depth, one-on-one explanation about the difference between the two and what suits best for your business, download our free exclusive ebook: On-Premise vs. Cloud Contact Center Solution: Benefits and Challenges. How Do Hosted Contact Centers Work? Let’s see why.

Contact Center 52

Contact Center Customer Service Interactive Voice Response contact center solutions 52

NobelBiz

MAY 16, 2023

If you want a more in-depth, one-on-one explanation about the difference between the two and what suits best for your business, download our free exclusive ebook: On-Premise vs. Cloud Contact Center Solution: Benefits and Challenges. How Do Hosted Contact Centers Work? Let’s see why.

Contact Center 40

Contact Center Customer Service Interactive Voice Response contact center solutions 40

SmartKarrot

MARCH 23, 2023

This eBook is our attempt to illustrate a few practices that we feel should be adopted to foster the dynamics and cater to the changes and pressures of today’s working environment. POLICY #3 Generous Paid Time Off Employers should consider time off a chance for employees to turn their brains on.

Morale 10

Morale B2B Coaching Employee engagement 10

SmartKarrot

MARCH 23, 2023

This eBook is our attempt to illustrate a few practices that we feel should be adopted to foster the dynamics and cater to the changes and pressures of today’s working environment. POLICY #3 Generous Paid Time Off Employers should consider time off a chance for employees to turn their brains on.

Morale 10

Morale B2B Coaching Employee engagement 10

Playvox

JULY 14, 2023

To ensure your contact center agents spend a vast majority of their time with customers resolving issues and as little time as possible on administrative tasks and after-call work, agents need the right kind of tools, processes, coaching, motivation, and goals in place. How are managers delivering coaching?

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

SharpenCX

JUNE 22, 2021

They also encourage self-coaching. Download Now]: Get the Customer Experience Ebook and Learn How to Use the Data Living in your Call Center Software to Grow your CX and AX Strategies. Step 4: Provide a pathway for upskilling employees and developing professional skills. More autonomy is a good thing in the call center.

Call Center 67

Call Center Coaching Analytics Employee engagement 67

Russel Lolacher

JUNE 19, 2022

In this episode of Relationships at Work, Russel chats with management consultant, executive coach and speaker Liz Kislik on the importance of compassion in the workplace. Free ebook : How to Resolve Interpersonal Conflicts in the Workplace. Connect with Liz on her platforms: Liz’s Website. Workplace Wisdom Blog. Google Podcasts.

Coaching 98

Coaching Personalization Consulting Consulting 98