CCNG

OCTOBER 12, 2022

Many companies are currently reevaluating their culture, recruiting practices, and employee engagement strategies to increase employee retention. If a leader is good at coaching, let them do the coaching piece of leadership on their team. Leadership plays a big part in this. Are they great with people?

Coaching 195

Coaching CCNG Employee engagement Best practices 195

CCNG

APRIL 20, 2022

Despite the benefits, spreadsheet-based systems serve as the analytics foundation in most customer contact operations, presenting serious expense, risk and functional limitations. Performance-based pay programs, to be effective, must align employee achievement to performance goals and apply impartially to others in the same role.?

Customer Experience 195

Customer Experience CCNG Gamification Analytics 195

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

MAY 27, 2021

Employee retention and engagement Onboarding and Training Performance Management Workforce Management workforce Optimization Quality Assurance Knowledge Management Agent Motivation, recognition, and gamification Idea Generator – Sounding Board You have a problem and do not know where to start?

Consulting 195

Consulting Consulting Contact Center Gamification 195

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

Integrity Solutions

NOVEMBER 14, 2018

When you have the confidence, comfort level and commitment, it’s a lot easier to make coaching a priority. A few weeks ago, we had the opportunity to present a session at the HCI Learning & Leadership Development Conference with Sharon Stahr, Chief Communications Officer at Cobalt Credit Union. Establishing a Coaching Culture.

Coaching 72

Coaching Management Sales Accountability 72

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

Integrity Solutions

FEBRUARY 27, 2023

Great sales managers are required to become great coaches. In many sales organizations, managers who rise up through the ranks view themselves as “super reps”—but they would do better to become super coaches instead. At the companies that do this best, managers can spend close to 60% of their time on coaching.

Coaching 66

Coaching Sales Management Employee engagement 66

Callminer

JULY 15, 2019

This year CallMiner is presenting our first annual WebinarStock, July 23rd through 25th. Employee Engagement Trends of 2019 featuring nGuvu. Hear from CallMiner and employee engagement experts nGuvu in a discussion of the employee engagement trends in 2019. Register for 9am BST Session .

Telecommunications 28

Telecommunications Contact Center Analytics Employee engagement 28

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

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

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. . The benefits of employee engagement are far-reaching: Companies with highly engaged employees outperform their competitors by a staggering 147%. they move on to a competitor.

Contact Center 128

Contact Center Customer Service Employee engagement Coaching 128

SharpenCX

MAY 26, 2020

With effective and frequent customer service training and coaching. Or, they give you time for in-depth product and service training and presentations. Aside from quarterly summits, make a schedule for more frequent coaching. Coaching on the Fly. How do you combat those negative experiences from occurring?

Contact Center 128

Contact Center Customer Service Coaching Customer Experience 128

Beyond Philosophy

OCTOBER 3, 2014

He believes that his job is to direct, lead, coach, drive the breakdown truck and then coach again. He admits that their present success took much hard work over many years. I agree and believe this is about another critical factor to creating a great Customer Experience, Employee Engagement.

Coaching 170

Coaching Customer Experience Customer centricity Employee engagement 170

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

I am responsible for all fiscal and operational aspects and have a particular gift for creating and maintaining a high employee engagement measured through high survey scores conducted by Denison and Gallup polls for several consecutive years. EXPERT SESSION – How Coca-Cola® Adds Life to Contact Center Employee Engagement.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Call Center Weekly

MARCH 9, 2018

Consider facilities, open social networks, employee engagement, subject matter experts available, supportive leaders, and supportive learning technologies. Will providing resources to supervisors for better coaching address the need? Be sure to think about the future and not just the present.

Contact Center 143

Contact Center Gamification Transportation outsourcing 143

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

COPC

MARCH 11, 2024

and Centrical have teamed up to present the Improving Contact Center Retention Series, offering strategies to increase call center retention and lower attrition-related expenses. Below, we present the culmination of our insights with critical questions that leaders need to consider throughout the employee lifecycle.

Call Center 97

Call Center Gamification Coaching Employee engagement 97

Beyond Philosophy

OCTOBER 3, 2014

He believes that his job is to direct, lead, coach, drive the breakdown truck and then coach again. He admits that their present success took much hard work over many years. I agree and believe this is about another critical factor to creating a great Customer Experience, Employee Engagement.

Coaching 150

Coaching Customer Experience Customer centricity Employee engagement 150

Customer Guru

AUGUST 21, 2018

With an expertise in customer service and experience trends, customer retention, employee engagement, and the like, DiJulius has worked with several brands such as The Ritz-Carlton, Starbucks, Nordstrom, and many more. John is an “Ex-Disney Guy” and Customer Experience Coach. John Formica Follow @JohnFormica.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

Integrity Solutions

APRIL 19, 2019

Coaching Sales Teams and the Link Between Expectations, Beliefs and Performance. The truth is, all of us need coaches. Most people will not work, learn and extend themselves, by themselves, to the extent that they will with the help of a coach who sets high expectations for them. It’s why coaches exist. Think about it.

Coaching 91

Coaching Sales Personalization Management 91

Calabrio

FEBRUARY 7, 2025

Pricing Meanwhile, Verint’s pricing model and premium cost can present challenges for some organizations. Automated coaching and evaluation tools: Voice and screen recording evaluation tools streamline coaching and feedback process; recording requirements can be altered to meet company needs and support PCI compliance.

Management 52

Management contact center workforce Contact Center Schedule adherence 52

Fonolo

JANUARY 31, 2023

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. Call center training is important because it’s part of your customer service plan – and part of a strong employee engagement plan.

Call Center 141

Call Center Contact Center Coaching Gamification 141

COPC

JANUARY 15, 2024

Ineffective Training    Training should be impactful and engaging, ensuring no trainees are overlooked. COPC’s Employee Engagement Research Series reveals a declining trend in frontline staff’s perceptions of training effectiveness. Lack of Manager Support   Coaching is an integral part of an effective onboarding process.

Best practices 78

Best practices Employee engagement Coaching Feedback 78

BlueOcean

JULY 20, 2023

Where once, there would have been most likely one, if not two, in-person sessions before a client and new partner inked a deal, these days, organizations are leaning more and more on virtual presentations and leaving in-person meetings until the absolute end of the process or foregoing them altogether. Does it align with your own?

outsourcing 117

outsourcing Contact Center Personalization contact center solutions 117

Expivia

MAY 28, 2021

Just because you were a great football or basketball player does not guarantee you’d be a great coach. It’s the same thing with your customer service center employees. It’s also useful for trainees to sit in on call center coaching sessions. We also present them with a new name badge. Big mistake. Complete Final Exams.

Call Center 98

Call Center Management Coaching Education 98

Call Design

MAY 14, 2024

Thankfully Workforce Planning has evolved over the years, with a greater focus now on employee engagement rather than just maximising performance. Now I know what you’re thinking: “Oh great, another post about employee engagement”, and I hear you. The words “employee engagement” seem to be everywhere.

Gamification 78

Gamification Employee engagement Coaching Accountability 78

Call Design

MAY 14, 2024

Thankfully Workforce Planning has evolved over the years, with a greater focus now on employee engagement rather than just maximising performance. Now I know what you’re thinking: “Oh great, another post about employee engagement”, and I hear you. The words “employee engagement” seem to be everywhere.

Gamification 78

Gamification Employee engagement Coaching Accountability 78

Noble Systems

MARCH 30, 2020

Contact center analytics that monitors 100% of interactions across channels can provide insight into present-day customer concerns. By monitoring and analyzing every interaction, companies can also uncover agent deficiencies so that they can develop new content for training and coaching. Better train and coach agents.

Management 90

Management Gamification Contact Center Coaching 90

TechSee

AUGUST 26, 2024

To compound matters, complex customer issues that require a high level of expertise and patience often present challenges for first-line agents that lack familiarity and depth in the product or service in question. Chat interactions also present their own unique challenges. Sophie AI takes that to another level.

Call Center 124

Call Center Customer Service Average Handle Time Interactive Voice Response 124

Customer Relationship Metrics

NOVEMBER 4, 2016

What we learned years ago is still true today (with a little twist): ‘People’ is now Employee Engagement. Employee Engagement Heads UP (or Heads DOWN). Employee Engagement is directly affected by our Supervisors. ‘Process’ is now Ease of Doing business.

Employee engagement 55

Employee engagement Coaching Analytics Contact Center 55

Integrity Solutions

DECEMBER 20, 2023

Let’s explore why that distinction is so fundamental in sales, and what you can learn about active listening in sales from the best sales coaches. This is a hallmark of effective coaching, and the same concept applies to selling. Successful sales coaching hinges on powerful questions, just like successful selling does.

Sales 87

Sales Coaching Consulting Consulting 87

SharpenCX

JULY 9, 2020

Recruiting and training new hires cuts into the valuable time available for coaching and developing your team. Instead, focus on making employees happy and improving the underlying agent experience for more sustainable results. While they don’t seem to be eyeing the exits, they’ll leave if an opportunity presents itself.

Coaching 67

Coaching Metrics Contact Center Morale 67

Serenova

AUGUST 25, 2020

This article provides a roadmap for how call centers can leverage workforce management solutions to optimize customer experience and employee engagement. Workforce Management (WFM) refers to the process of maximizing performance and employee contributions within an organization. Monitor agent calls for coaching opportunities.

Contact Center 81

Contact Center Schedule adherence Management Coaching 81

Calabrio

JANUARY 19, 2017

Companies Will Deploy Employee Engagement Practices Geared Toward Millennials. More and more companies are realizing that the key to happy customers is happy employees. Given these factors, brands can’t afford to ignore the importance of employee engagement and retention. Engaged employees = #customerengagement.

Employee engagement 59

Employee engagement Analytics Multichannel Contact Center 59

Russel Lolacher

APRIL 5, 2021

What I’ve Learned… about Employee Engagement. Collaboration, coaching, inspiration, motivation… no contribution comes without connection to others. I work with an amazing team of people that have almost all been on this journey with me from the beginning.

Customer Care 98

Customer Care Government Transportation Employee engagement 98