Playvox

FEBRUARY 20, 2024

However, managing remote teams effectively comes with its own set of challenges. Forty-three percent of companies in a January 2022 PwC executive survey said they would keep offering hybrid work options for employees and 30% said they’d make remote work a permanent option. First, let’s define remote work.

Management 88

Management Gamification Calibration Quality management 88

Monet Software

SEPTEMBER 24, 2020

Can SMB call center quality management be about more than quality? Yep, it’s the linchpin of employee engagement, too! For the most part, managers tend to think about QA in terms of improving customer experience (CX) or, unfortunately, as a mere policing function intended to “crack down” on undesirable agent behaviors.

Morale 48

Morale Quality management contact center workforce Employee engagement 48

JustCall

NOVEMBER 24, 2022

So, What Exactly is Employee Engagement? It is not purely employee satisfaction. Instead, it is the emotional commitment that the employee has towards the business and its goals. This leads to higher turnover, less stress, and better morale in the workplace. Call Center Employee Incentives Provide 360° Recognition.

Morale 52

Morale Call Center call center workforce Metrics 52

Call Center Weekly

JULY 24, 2017

As agents get developed, whether it be through coaching, training, or one-on-one conversations, leadership is offered the opportunity to strengthen the bonds of trust between them. When the front line has confidence in the leadership team, they will be more open to coaching, modifying their behaviors, and they’ll adapt to change easier.

Contact Center 273

Contact Center Morale B2C Coaching 273

Playvox

SEPTEMBER 14, 2021

Increasingly, company culture is one of the most important factors in attracting and retaining employees, boosting agent morale and in promoting higher levels of productivity. Legendary management consultant Peter Drucker is credited with saying, “Culture eats strategy for breakfast.” What is Culture?

Morale 59

Morale Contact Center Accountability Coaching 59

CX Global Media

OCTOBER 22, 2018

For many, managing morale and employee engagement in a contact center is a complete mystery. Attend and learn how to get and keep employees engaged and wanting to work for you. Learn about the little things that have the biggest impact on employees and how to create an environment that motivates.

Employee engagement 45

Employee engagement Contact Center Morale Coaching 45

CX Journey

JULY 13, 2017

Image courtesy of Pixabay Why is it so difficult to understand what employee engagement is all about? It's great that there's an ongoing spotlight on employee engagement because it's still at an all-time low. It's great that there's an ongoing spotlight on employee engagement because it's still at an all-time low.

Employee engagement 51

Employee engagement Airlines Coaching Morale 51

Playvox

MARCH 12, 2024

Agent motivation in a call center is crucial for driving employee engagement, enhancing customer satisfaction, and increasing overall performance. When exploring how to motivate agents, it’s important to note that intrinsic motivators have a more significant impact on employee engagement and performance than extrinsic motivators.

Morale 78

Morale Gamification Contact Center Quality management 78

Playvox

APRIL 4, 2023

Just like agents are protecting your company, contact center leaders and managers need to protect them and their mental health. To keep turnover under control, you have to make sure your managers are trained to keep engagement up and morale high. Building a supportive work climate is the first step.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

TechSee

AUGUST 26, 2024

Reduce Wait Times and Handle Times: Implementing strategies to manage call volume effectively is crucial. Utilize Customer Relationship Management (CRM) tools to gather and use customer data for personalized interactions. Employee Engagement: Keeping agents motivated is essential for maintaining high service standards.

Call Center 124

Call Center Customer Service Average Handle Time Interactive Voice Response 124

Call Center Weekly

JULY 18, 2017

By Julie Fredrickson Whether you have a few employees occasionally working at home, or an entire staff working remotely, there are some extreme management techniques that can kill your employees’ productivity. Setting goals, assigning projects, and checking progress keeps your employees accountable.

Morale 120

Morale Employee engagement outsourcing Coaching 120

CX Global Media

APRIL 27, 2017

For decades contact centers have explored ways to turn the tide of low employee engagement and low morale. We all know that employee burnout and low morale negatively impact agent productivity and costs. The post Brett Brosseau shares insight into Call Center Gamification appeared first on Call Center Coach.

Gamification 227

Gamification Call Center Morale Contact Center 227

SharpenCX

MAY 12, 2020

Download Now: Help your agents get the hang of working in a call center with these 29 coaching techniques and facts. . Making Training Engaging. Training is integral for providing a good customer experience, but it’s just as important in helping employee morale and engagement. they move on to a competitor.

Contact Center 128

Contact Center Customer Service Employee engagement Coaching 128

Monet Software

APRIL 24, 2020

Unfortunately, working from home can also have a negative impact on morale and providing an exceptional customer experience. Management and motivational techniques are also required to overcome these new challenges. Manage to the Metrics. The real struggle in managing a remote workforce generally comes in belonging.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

Fonolo

AUGUST 17, 2021

The Contact Center Guide to Managing Spikes in Call Volume. As success leaders and call center managers, you need to be an example for your agents. Ask agents for feedback, resolve issues, monitor performance, and take active steps to boost morale in the office. Be strategic in your workforce management, or scheduling.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

SharpenCX

AUGUST 31, 2021

Transparency is key when you’re managing a successful team. When organizations practice transparency with their employees, they see greater success in several areas. They have increased employee engagement, a stronger company culture, and foster a comfort that empowers employees to communicate freely.

Call Center 128

Call Center Metrics Benchmark Contact Center 128

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

CX Global Media

JUNE 5, 2017

Improving Employee Morale. The biggest thing we see is employee morale goes way up. Employees, when you talk to them onsite, they say what a great company for helping us like this,” shared Everett. Contact center agents praise the company and morale goes way up. Click to Tweet. Agents feel more valued.

Agent burnout 192

Agent burnout Contact Center Morale Call Center 192

Integrity Solutions

APRIL 20, 2023

But all too often, they and their employees end up frustrated with the results. It’s also why, in the absence of the appropriate mindset, coaching and support, this culture of more can backfire. But as leaders and coaches, it’s up to us to recognize and help them break through their self-imposed barriers.

Sales 73

Sales Coaching Personalization Morale 73

Fonolo

MAY 27, 2021

Measuring engagement through surveys allows for employees to feel heard. Engagement is especially important for call centers, since staff turnover is typically high. Research shows that customer complaints, poor morale, and low pay all attribute to high turnover rates in the call center industry.

Call Center 136

Call Center Surveys Coaching Best practices 136

Taylor Reach Group

DECEMBER 11, 2019

contact center management). In other sections, we have discussed the importance of performance improvement and coaching. An environment and opportunity to continuously improve individual performance will keep the employees engaged and loyal to the organization. ” Elements of Effective Incentive Programs.

Customer Experience 119

Customer Experience Coaching Contact Center Morale 119

CSM Magazine

JANUARY 20, 2020

Good managers are different from other bosses. A key attribute about good managers is that they talk differently than their colleagues, and that adds to our sense of empowerment. 10 Phrases from Good Managers. Good managers do this concisely but with passion, not matter what the work is. Plus, they think bigger.

Management 52

Management Coaching Morale Employee engagement 52

Serenova

AUGUST 30, 2019

Recognition is an often underestimated but powerful employee engagement strategy. Well-recognized employees are more engaged, feel a stronger connection to their organization and have better work relationships ( Cicero ). The post Boosting Agent Engagement: The Power of Recognition appeared first on Serenova.

Morale 60

Morale Gamification Coaching Employee engagement 60

24-7 InTouch

APRIL 15, 2021

Employee Engagement. In a recent blog post , we highlighted key engagement drivers for at-home employee models, including flexible scheduling and virtual communities. Knowing your employees is an important step in helping them feel engaged and appreciated. . Blended Model.

Contact Center 52

Contact Center Morale Employee engagement Customer Care 52

Integrity Solutions

JANUARY 28, 2021

In the meantime, the sales manager has to invest time in helping that new hire get ramped up. As a result, the loss of that one salesperson can have a ripple effect on productivity and morale across the sales organization. Profitability finally comes around month 21. And it gets worse: It might even cause more sales reps to leave.

Sales 113

Sales Coaching Morale SaaS 113

CX Global Media

JULY 12, 2019

Todd Hixon Capacity Manager, Hulu. See who strategic growth in thinking outside the box can help your company build a highly executable and repeatable model that engages agents and reduces attrition. EXPERT SESSION – How Coca-Cola® Adds Life to Contact Center Employee Engagement. Consolidated. Judy McKee ?Business

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Playvox

MARCH 21, 2024

When customer interactions are the heartbeat of business operations, one crucial factor often takes center stage – agent morale. According to Harvard Business Review , engaged employees deliver better customer experiences. All of this leads to better agent morale.

Morale 90

Morale Contact Center Quality management Coaching 90

Noble Systems

JULY 30, 2019

The benefits of gamification in the debt collection industry include: Increased Agent Morale: Giving collectors a technology platform that’s engaging, enjoyable, and easy to use creates a more pleasant working environment. There’s no denying that debt collection can be a brutal job for employees. 61% boost in call scores.

Gamification 53

Gamification Automotive Coaching Morale 53

Integrity Solutions

JUNE 29, 2018

Sales Effectiveness Often Starts by Understanding Why Your Sales Managers Still Aren’t Coaching Their Teams. It’s about sales coaching- and sales effectiveness. Sales managers have a stressful job. If it’s so important, why aren’t more sales managers in your organization coaching their people?

Sales 43

Sales Coaching Management Morale 43

JustCall

DECEMBER 1, 2022

Work from home call centers must deal very cautiously with employees who prefer to work from home. The need of the hour is for managers of work from home call centers to assist, interact and engage with their home agents using a range of reporting, monitoring and management tools. Call Center Online Management Tips.

Call Center 52

Call Center Management Agent burnout Scripts 52

Taylor Reach Group

DECEMBER 3, 2018

You have plenty to worry about coaching your less skilled leaders. It’s up to you to manage up the line and prevent issues there from distracting your people. They create development plans and systems so those with an interest in leadership can get a taste in advance. It’s easy to let your best leaders run on auto-pilot.

Contact Center 99

Contact Center Management Morale Coaching 99

Fonolo

APRIL 27, 2020

' says @TaxJar #remotework #cctr #management Click To Tweet. It’s never been more important for call center managers to support their agents. Here are our top tips for engaging remote employees and keeping agent morale high, so that you and your team can go (virtually) unimpeded for as long as you need to.

Call Center 112

Call Center Morale Contact Center Gamification 112

Fonolo

JUNE 9, 2020

One of the most challenging aspects of running a contact center is managing your team. The first rule of business performance management: don’t make decisions blindly. This metric is a great way to track how efficiently your agents are managing their time at work. Metrics for Evaluating Contact Center Agent Performance.

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

SharpenCX

MAY 5, 2020

No matter the department or company, management has to be aware of these questions. What drives your employees to start weighing the pros and cons? Download Now: Get real about coaching your agents to engagement with these 7 methods. found that engaged and satisfied call-center employees are: 8.5x

Contact Center 90

Contact Center Customer Service Coaching Metrics 90

SharpenCX

JULY 9, 2020

When 45% of your agents take a spin through the revolving door to leave your company each year, it isn’t good for morale. Recruiting and training new hires cuts into the valuable time available for coaching and developing your team. So, how can you, manager, improve an agent’s mood ? And it isn’t good for your customers.

Coaching 67

Coaching Metrics Contact Center Morale 67

Playvox

MARCH 12, 2023

While key performance indicators (KPIs) are a great way to understand how efficient and effective a support center is, it never hurts to incorporate other means that can help contact center managers define success and efficiency for their contact centers. What Is Contact Center Efficiency?

Contact Center 52

Contact Center Gamification Metrics Quality management 52

Integrity Solutions

MAY 26, 2022

With the onset of the pandemic, remote work and disruption put a strain on controls, training and in-person management and coaching. At the same time, employees were being stretched at home and work as lines between each blurred more than ever before. Your Sales People Are Watching; Keep Them Engaged!

Sales 52

Sales Morale Coaching Surveys 52