SharpenCX

NOVEMBER 12, 2019

In fact, she skipped over the playbook of call center metrics best practices entirely. Metrics can be overwhelming. To help tear down the barriers between you and your metrics, we’re sharing out call center metrics best practices on customer happiness. CSAT is another metric determined by customer surveys.

Metrics 64

Metrics Best practices Call Center Surveys 64

SharpenCX

MARCH 4, 2020

This fleeting access to memory is why in-the-moment coaching is so impactful. Download Now: Get real about coaching and training your agents with these 7 techniques. A typical call center coaches and trains agents in a few different ways. And, they cram months (and months) of feedback into a single coaching session.

Call Center 84

Call Center Feedback Coaching Average Handle Time 84

SharpenCX

JUNE 23, 2021

Metrics aren’t everything. This guide digs into some of the essential contact center metrics to look out for, so you can pick and choose which ones need your focus. Service level is a fundamental metric. This metric can even mean that your IVR is too confusing , causing customers to give up before reaching an agent.

Contact Center 101

Contact Center Abandon rate Management Metrics 101

CrazyCall

APRIL 9, 2019

Alice Heiman is a sales coach and internationally renowned sales expert who demonstrates business owners and SMBs how to generate leads, handle objections and close more deals. So far, she has over 30 years of experience in corporate sales and 16 years of young executive coaching & talent management consulting practice.

Sales 133

Sales Consulting Consulting Coaching 133

SharpenCX

APRIL 8, 2020

Give agents visibility into queue metrics. Metrics like Service Level, Average Speed of Answer, and Average Handle Time directly impact how interactions flow through your queues. It’s important to remember that not all of these metrics are personally actionable to your agents, though. Get the ebook.

Best practices 84

Best practices Call Center Interactive Voice Response Customer Experience 84

Playvox

FEBRUARY 13, 2024

Offer Training Opportunities Through Coaching There’s more than one way to effectively train agents. Consider allowing high-performing agents to coach peers. It’s a cost-effective coaching technique, and it communicates to top-performers that their expertise and talents are recognized and valued.

Contact Center 88

Contact Center Gamification Coaching Feedback 88

Playvox

MAY 24, 2023

For just about any business or department, metrics are crucial to measuring performance. For the typical contact center, metrics are the key to identifying the reason behind a bad day and being able to create operational efficiency that helps avoid a repeat. Let’s break down these three key metrics.

call center workforce 52

call center workforce Metrics Schedule adherence Call Center 52

Noble Systems

JUNE 30, 2020

A simple review of the conversations that close a sale or turn an unhappy customer into a happy one can lead to script changes or coaching moments that can improve customer outcomes. Specifically in the contact center space, these tools can affect agent occupancy, RPCs, and other metrics relating to contact center costs and returns.

Analytics 98

Analytics Contact Center Call Center Scripts 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

FEBRUARY 13, 2023

While traditional quality assurance means evaluating interactions and checking for compliance, QM takes a more holistic approach by going beyond typical contact center metrics and looking at an agent’s behaviors in both subjective and objective ways. But your service center can’t afford to tip the scales in the other direction.

Contact Center 78

Contact Center Quality management Calibration Coaching 78

Playvox

JANUARY 12, 2023

By tracking the right metrics and using smart technology, you can keep a close eye on your agents’ success and productivity — without becoming Big Brother in the process. To start, it’s critical for agents to have visibility into the metrics that are most important to the business. Important KPIs To Track For Remote Agents.

Quality management 69

Quality management Coaching Contact Center Best practices 69

ChurnZero

NOVEMBER 9, 2021

Members of customer-facing teams should be trained and coached to deliver quality interactions and service. 5 Customer Satisfaction Metrics You Should Be Monitoring – Find out why customer satisfaction metrics are down and how you can optimize them. Creating a great customer experience starts with your employees.

SaaS 97

SaaS Customer Experience Surveys Customer retention 97

SharpenCX

FEBRUARY 18, 2020

Download Now: Grow your management and coaching techniques with 29 key takeaways from your call center manager playbook. To coach your agents towards growth, you have to know what they’re shooting for. A Good Coach. To be successful, you need to build a coaching culture to inspire your agents. What are your goals?

Call Center 84

Call Center Coaching Management Contact Center 84

Playvox

JANUARY 30, 2024

Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching. Break up the Monotony Incorporating gamification elements into your training and coaching programs is one way to help decrease boredom that sometimes comes with traditional training methods.

Gamification 79

Gamification Contact Center Coaching Quality management 79

Playvox

NOVEMBER 1, 2022

According to a 2021 survey by ICMI , the top 10 metrics for employee performance in service centers are: Customer Satisfaction Agent Productivity Accuracy Average Handle Time Average Speed of Answer Quality Score Abandonment Rate Schedule Adherence Service Level Average Response Time. Coach And Motivate.

Contact Center 74

Contact Center Schedule adherence Average Handle Time Coaching 74

SharpenCX

JUNE 8, 2021

Measure churn: If you’re not already measuring churn, this is an important metric to track. Metrics make something that can feel vague and ambiguous more concrete. SMART goals are fantastic coaching tools. Read Next]: Create a culture of coaching to improve employee engagement in your contact center.

Customer retention 76

Customer retention Coaching Employee engagement Contact Center 76

SharpenCX

MARCH 24, 2020

But, we can’t know how we compare without some kind of standard — a grade scale, a rubric, a metric. Metrics in the workplace are incredibly helpful. Metrics motivate, create feedback channels, and provide employees with clarity in their work. Do they need coaching on de-escalating tough conversations with customers?

industry standards 52

industry standards Metrics Call Center Wait times 52

ClientSuccess

FEBRUARY 27, 2018

Although this workflow spans multiple departments, the customer success team can be thought of like the coach of a well-oiled team. Align Handoffs, Data Collection, and Success Metrics Between Departments. This means outlining clear touchpoints, data, success metrics, and outcomes to collect at each point of the customer lifecycle.

Metrics 40

Metrics Journey mapping Coaching SaaS 40

SharpenCX

APRIL 16, 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. And, agents who don’t have daily visibility into their metrics are at an increased risk for burnout. . Nobody likes coming in last place.

Customer Service 67

Customer Service Construction Coaching Metrics 67

Playvox

NOVEMBER 29, 2022

When you create the right policy, you’ll get call avoidance rates down — to the benefit of both your customer satisfaction metrics and your agents’ experiences. Related eBook: Creating A Strong Remote Work Policy For Your Contact Center. Reduce Call Avoidance With Coaching And Training. Customer Rage And Pandemic Rage.

Contact Center 77

Contact Center Agent burnout Coaching Best practices 77

SharpenCX

MARCH 4, 2021

Yeah, turns out your boss wants you to present important metrics in front of your COO now, too. Your COO cares about different metrics than your supervisors. 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.

Analytics 67

Analytics Average Handle Time Management Metrics 67

Help Scout

AUGUST 11, 2021

5 Keys for Coaching CSMs to Have Strategic Customer Conversations. Ebooks around topics like compensation and management. Aggregated “toolkits” of paired blog posts, webinars, and ebooks. HubSpot has a regular publishing cadence of content like webinars, blog posts, white papers, and ebooks.

Customer Service 82

Customer Service Coaching Education Best practices 82

Nicereply

AUGUST 3, 2021

An outsourcer should be tracking metrics such as first reply time, full resolution time, customer satisfaction, customer satisfaction, and average wait time. For more on QA, including example rubrics, check out our ebook on Quality Assurance for customer service. Provide coaching and feedback to agents who miss targets.

outsourcing 98

outsourcing Accountability Business Process Outsourcing call center professionals 98

ClientSuccess

OCTOBER 26, 2020

According to Steven Rosen , Executive Coach, “A quarterly business reviews consists of a formal review meeting between a front line manager and one of his/her sales representatives. What numbers/metrics should be known? But first, what exactly is a QBR and how should existing business teams think about this practice?

SaaS 74

SaaS Coaching Metrics Sales 74

inmoment

DECEMBER 5, 2019

And if real transformation is what you’re after, you’ll need to turn metrics into meaningful and strategic CX actions. Here are six crucial action steps outlined in the eBook that detail how you can own the customer experience transformation. . #1: Work to continuously monitor specific issues, and their impact on key metrics.

Feedback 52

Feedback Metrics Coaching Customer Experience 52

SharpenCX

MARCH 16, 2021

You can’t have high expectations without the right amount of support and coaching to go with it. And then, help them meet expectations by surfacing important metrics and performance data daily. But those expectations are paired with tons of time and energy invested in training and preparing employees for any scenario.

Customer Experience 84

Customer Experience Feedback Coaching Scripts 84

SharpenCX

SEPTEMBER 16, 2020

Regular Coaching and Feedback. Proactively coach your agents to avoid these feelings of neglect. Then, when agents see a metric start to dip, they can rattle their memory for a coaching session with you and address key concerns immediately. Use data to offer tangible feedback to your agents.

Multichannel 67

Multichannel Customer Experience Coaching Contact Center 67

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. Provide your agents with the right tools. Start with yourself.

Morale 67

Morale Call Center Contact Center Coaching 67

SharpenCX

FEBRUARY 10, 2021

Interaction data is the thousands of metrics associated with each conversation between your customers and your agents. It helps you identify trends and patterns beyond your traditional call center metrics. So, metrics like average handle time can fall into both buckets. Behavioral data (like feature usage and churn trends).

Contact Center 76

Contact Center Customer Service Metrics Call Center 76

Playvox

DECEMBER 21, 2022

While these are great virtual meeting tools for communicating in and engaging as a group, you might need other technology in place for one-on-one coaching for individual agents. Paired together, they can show you the impact of behavior adjustments on hard metrics so you know exactly which agents need to improve in specific areas.

Contact center software 52

Contact center software Contact Center Coaching Quality management 52

Customer Relationship Metrics

MAY 17, 2017

is a question that is included in the 29 Quality Assurance Mistakes to Avoid ebook and self-assessment. more hours each month to be more productive in coaching agents to help them improve and grow. “Do you have less than 20 scoring criteria to grade on your internal quality monitoring form?” Each supervisor would have at least 8.5

Benchmark 85

Benchmark Call Center Coaching Feedback 85

Playvox

OCTOBER 18, 2022

If an agent’s performance metrics begin to slip, targeted coaching can help get them back on track whether they’re remote or in the office. Gen Z, Millennial, and Gen X workers all prefer real-time, direct feedback , so look for a solution that can deliver rapid, consistent coaching through a variety of methods.

Contact Center 69

Contact Center Management Coaching contact center workforce 69

Playvox

DECEMBER 13, 2022

If an agent is taking unscheduled breaks to avoid interactions, it should show in adherence metrics , depending on how your activities are mapped in your contact center solution. Determine if the customer abandoned the interaction or if agent interaction avoidance was at play. Review adherence. Why an Agent Might Be Avoiding Interactions.

Contact Center 84

Contact Center Agent burnout Quality management contact center solutions 84

ChurnZero

MARCH 13, 2020

Once QBRs become a metric, they become less meaningful.”. The Success League provides practical advice on applying the SMART methodology to correlate metrics to goals with these examples: Specific: DON’T: Create a goal to “reduce churn”. Don’t fall into the trap of having metrics for the sake of metrics.

Metrics 59

Metrics Consulting Consulting Coaching 59

inmoment

DECEMBER 5, 2019

And if real transformation is what you’re after, you’ll need to turn metrics into meaningful and strategic CX actions. Here are six crucial action steps outlined in the eBook that detail how you can own the customer experience transformation. . #1: Work to continuously monitor specific issues, and their impact on key metrics.

Feedback 40

Feedback Metrics Coaching Customer Experience 40

NobelBiz

JULY 23, 2024

Features like call recording and real-time coaching support continuous improvement through immediate feedback and targeted training. Performance metrics and reporting tools provide insights for optimizing operations. Related Resource Ebook | 16 Must Have Productivity Tools for your Contact Center 6.

call center software 52

call center software Call Center Interactive Voice Response Coaching 52

Playvox

FEBRUARY 1, 2024

Sentiment is a great metric to use as directional data to make people and process improvements that will help create stronger experiences. Read our ebook, Celebrating Success In The Contact Center: Top Tips For Engaging And Motivating Agents to learn more. But there are proven methods for success. The key is to not rely on one input.

Contact Center 93

Contact Center Best practices Surveys Feedback 93