CSM Magazine

MAY 29, 2024

They leave because their managers and supervisors are not coaching, nurturing, recognizing, or motivating them. Fifty percent of responders in a Gallup Employee Engagement Survey of employees in the United States said that, at some point in their careers, they have left to get away from their managers.

Coaching 105

Coaching Customer Service Employee engagement Surveys 105

CCNG

NOVEMBER 9, 2022

Despite its unique impediments, contact center senior leaders should regularly examine the effectiveness of their employee engagement strategies. Integrate holistic coaching, intelligent workflows, gamification, performance-based compensation and other capabilities to engender teamwork, accountability and collaboration.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

Taylor Reach Group

MAY 14, 2020

According to the Gallup Organization, you could do all this and more by making your way to the top quartile of employee engagement. Gallup defines engaged employees as those who are involved in, enthusiastic about and committed to their work and workplace. Connecting with employees is always step one.

Employee engagement 171

Employee engagement Consulting Consulting Coaching 171

CX Global Media

NOVEMBER 13, 2018

They are acknowledging and realizing that developing leadership skills in supervisors requires a journey approach with blended learning methods and time spacing because it meets the needs of the modern learner – and the organization. Learning happens all over, in hallways, in meetings, at computer screens. Learning needs to be micro.

Call Center 278

Call Center Contact Center Coaching Employee engagement 278

CX Global Media

NOVEMBER 19, 2018

The humor of this eye-opener is that those of us in the contact center profession are supposed to be in the business of helping meet the needs of our ever-changing customer expectations. While ADDIE does have a place, it does not meet the modern learning with context of today’s workflow. Different = Big ROI.

Contact Center 233

Contact Center Coaching Benchmark Call Center 233

Integrity Solutions

JUNE 18, 2021

Being a coach for sales teams has never been more important. Here are 10 sales coaching articles that can inspire new thinking, motivate your sales leaders and ultimately move the needle on your sales team’s performance. When your sales leaders hear the word “coach”, what comes to mind for them?

Coaching 96

Coaching Sales Transportation Employee engagement 96

SharpenCX

JANUARY 23, 2020

Only one in four employees think that their managers deliver meaningful feedback, or that the feedback they get helps them work better. What’s worse, a slim 21% of employees think their performance is managed in a way that motivates them to do outstanding work. Contact center managers struggle to coach for better performance.

Coaching 98

Coaching Contact Center Benchmark Management 98

CCNG

MARCH 30, 2022

This can also impact employee engagement and retention. 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. The supervisor goes on, “So I’ll send this to you in the coaching form.

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195

CCNG

OCTOBER 12, 2022

Many companies are currently reevaluating their culture, recruiting practices, and employee engagement strategies to increase employee retention. In the end, your labor dollars will be the same, and you will be meeting each leader at a level that they can handle yet still challenges them.

Coaching 195

Coaching CCNG Employee engagement Best practices 195

CX Global Media

APRIL 27, 2017

However the use of gamification tools in employee experience and performance has really just begun to emerge. For decades contact centers have explored ways to turn the tide of low employee engagement and low morale. would fail to meet business objectives, primarily due to poor design. And it’s rising quickly.

Gamification 227

Gamification Call Center Morale Contact Center 227

SharpenCX

SEPTEMBER 29, 2021

As a manager, your executive team is consistently pushing you to keep employees engaged, reduce turnover, increase profitability and efficiency. We’ve compiled four employee training templates to give you practical strategies to increase learning and training in your contact center. I understand. Where do you start?

Contact Center 137

Contact Center Coaching Employee engagement Call Center 137

CSM Magazine

DECEMBER 28, 2021

takes an in-depth look at how leaders can improve employee engagement to drive a better customer experience and achieve greater customer loyalty. You know the old adage, “happy employees = happy customers.” That is where employee engagement comes into the picture. What employee engagement is and what it is not?

Employee engagement 59

Employee engagement Customer Experience Coaching Brand ambassadors 59

CX Global Media

SEPTEMBER 23, 2019

We’re regular exhibitors at ICMI and CCW in the United States and Europe and have had the great pleasure of seeing, hearing and meeting a number of great minds in the customer experience field. WEBINAR: How Coca-Cola® Adds Life to Contact Center Employee Engagement. WEBINAR: How Do Your Call Center Supervisors Measure Up?

Contact Center 159

Contact Center Coaching Employee engagement Call Center 159

Beyond Philosophy

APRIL 15, 2019

We spoke with Marilyn Suttle, a conference speaker, and three-time best-selling author and coach, on a recent podcast. Her clients have won industry awards, raised customer satisfaction scores, and increased employee engagement. Incorporate customer service wins into established parts of the employee’s experience.

Customer Service 287

Customer Service Airlines Best practices Consulting 287

Noble Systems

FEBRUARY 14, 2019

But in order to ensure that this is so, every employee must also have an equally wonderful experience at work every day. So, in order to be truly customer-centric, you must first become employee-centric. Getting and keeping contact center employees engaged is foundational to accomplishing this objective. Talent Culture ).

Employee engagement 59

Employee engagement Contact Center Gamification Customer centricity 59

Playvox

APRIL 11, 2023

Invest In Coaching To keep contact center agents engaged, investing in training and coaching is essential. They’ll be better equipped to meet customer needs while outperforming competitors. Coaching is a critical aspect of agent engagement in contact centers.

Employee engagement 63

Employee engagement Contact Center Gamification Coaching 63

CX Global Media

JULY 17, 2018

Make no mistake, Call Center Coach is not only the name of our business — it’s an industry need. According to an Executive Priorities report from Strategic Contact , coaching is the number one priority in contact centers. In many circles, the thought of coaching is about supervisors coaching agents. Click to Tweet ).

Contact Center 179

Contact Center Coaching Construction Call Center 179

Call Center Weekly

NOVEMBER 1, 2018

This allows people to be themselves, use their strengths (which is way more important than trying to coach weaknesses) and work toward outcomes in ways natural to them. In fact, the best managers reject the golden rule, and treat each person as they would like to be treated.

B2B 185

B2B Coaching Sales Marketing 185

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

CX Global Media

OCTOBER 31, 2018

I finally had the chance to meet him face-to-face at Customer Contact Week (CCW) in Las Vegas in June 2018. How Coca-Cola® Adds Life to Contact Center Employee Engagement. appeared first on Call Center Coach. How Do Your Call Center Supervisors Measure Up?

Customer Experience 207

Customer Experience Customer Service Chief Customer Officer Contact Center 207

Noble Systems

FEBRUARY 14, 2019

But in order to ensure that this is so, every employee must also have an equally wonderful experience at work every day. So, in order to be truly customer-centric, you must first become employee-centric. Getting and keeping contact center employees engaged is foundational to accomplishing this objective. Talent Culture ).

Employee engagement 53

Employee engagement Contact Center Gamification Customer centricity 53

Callminer

JULY 15, 2019

Employee Engagement Trends of 2019 featuring nGuvu. Employee engagement is a persistent problem at contact centers, as evidenced by high employee attrition rates, flat or declining sales, increased customer service complaints, and increased compliance violations. Register for 9am BST Session .

Telecommunications 28

Telecommunications Contact Center Analytics Employee engagement 28

Virtual Live Labs

SEPTEMBER 30, 2020

Leaders in this new virtual contact center struggled to engage their employees. Leaders and employees noticed that the processes of engagement, like training and coaching, just didn’t work anymore. Employees have team meetings, round tables and coaching sessions. Lost in the “Virtual Hallways”.

Coaching 130

Coaching Contact Center Employee engagement Accountability 130

Virtual Live Labs

SEPTEMBER 30, 2020

Leaders in this new virtual contact center struggled to engage their employees. Leaders and employees noticed that the processes of engagement, like training and coaching, just didn’t work anymore. Employees have team meetings, round tables and coaching sessions. Lost in the “Virtual Hallways”.

Coaching 130

Coaching Contact Center Employee engagement Accountability 130

CX Global Media

JUNE 5, 2017

It’s one of the 7 Keys to Contact Center Employee Engagement and it’s one big key of success for an onsite massage program. Therefore, to improve employee health implement prevention strategies involving workplace layout, tool and equipment design, work practices and treatment before it becomes a major issue is vital.

Agent burnout 192

Agent burnout Contact Center Morale Call Center 192

COPC

MAY 23, 2023

This article uses insights from the following research to reveal the quantifiable impact of contact center team leaders on employee satisfaction, retention and performance. US Employee Engagement Research Report COPC Inc. These meetings help to ensure quality conversations and the rapid rollout of any necessary changes.

Contact Center 88

Contact Center Employee engagement Coaching Benchmark 88

SharpenCX

DECEMBER 8, 2021

When employees feel disconnected, lonely, and frustrated over collaboration and communication, you’re stuck with a potentially weakened company culture and lower employee engagement. So, we’ve compiled 4 clear rules to live by in your remote call center to keep agents engaged and productive while they work from home.

Employee engagement 137

Employee engagement Contact Center Call Center Coaching 137

Talkdesk

MAY 21, 2020

The Impact of Employee Engagement in the Contact Center What exactly is employee engagement? Employee engagement is defined as the emotional investment employees make in their organizations. Employee engagement is absolutely critical to meeting and exceeding their organizational goals.

Management 109

Management Employee engagement Morale Contact Center 109

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. Managing Out of Fear If you have a good employee who is performing well, and meeting their requirements, you are doing well.

Morale 120

Morale Employee engagement outsourcing Coaching 120

Callminer

JULY 23, 2019

Lack of Confidence: Some managers are great at meeting metrics and making schedules. Providing accurate, real-time, and consistent feedback plays an important role in employee engagement , which in turn improves employee satisfaction and motivates agents to provide excellent customer service. Does it really matter?

Best practices 140

Best practices Feedback Call Center Coaching 140

SharpenCX

MAY 26, 2020

With effective and frequent customer service training and coaching. Aside from quarterly summits, make a schedule for more frequent coaching. Agent Scorecards and employee engagement surveys are great tools to lead discussions with your agents on a regular basis. Coaching on the Fly.

Contact Center 128

Contact Center Coaching Customer Service Customer Experience 128

SharpenCX

OCTOBER 6, 2021

Whether your agents are burnt out or bored, it’s important to optimize workflows to increase employee engagement. And, you get data to bring to your coaching conversations, so you can teach them how to grow. Engage your Contact Center Employees with Coaching and Training. It’s not fun staying stagnant. .

Contact Center 128

Contact Center Coaching Metrics Employee engagement 128

SharpenCX

AUGUST 4, 2021

And when you have to run from meeting to meeting, slip in training sessions and handle escalations, you’re left exhausted. Project #1: Consistently Coach and Train your Agents. Implementing consistent coaching and training for your agents is an essential first step in giving your customer service strategy a jump start.

Customer Service 128

Customer Service Coaching Contact Center Interactive Voice Response 128

TechSee

JUNE 4, 2019

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. Every customer interaction is tagged by the agent, enabling both employees and the system itself to grow smarter and more resourceful, right from day one.

Call Center 117

Call Center Technology Gamification Coaching 117

CX Global Media

JULY 12, 2019

You can never give agents schedules that they like and still meet service level!” 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.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

CX Global Media

JULY 17, 2018

Make no mistake, Call Center Coach is not only the name of our business — it’s an industry need. According to an Executive Priorities report from Strategic Contact , coaching is the number one priority in contact centers. In many circles, the thought of coaching is about supervisors coaching agents. Click to Tweet ).

Contact Center 136

Contact Center Coaching Construction Call Center 136

Integrity Solutions

SEPTEMBER 13, 2018

Coach accordingly… You’ve been coaching one of your salespeople and you think you’ve made good, clear points. It’s like they’re not hearing you during sales coaching sessions. If you’re a sales manager and coach, then you probably know this feeling. She realized she was coaching in the way she wanted to be coached.

Coaching 58

Coaching Sales Personalization Management 58