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. As the weeks and months wore on, many people felt increasingly disengaged with their managers and companies.

Coaching 130

Coaching Contact Center Employee engagement Accountability 130

Playvox

MAY 11, 2023

To make remote work a success, your team needs autonomy, regular check-ins, coaching, and a sense of purpose. Related Article: 5 Ways Contact Center Managers are Adapting to Remote Work Why Is Autonomy At Work An Effective Foundation? This is what true agent engagement looks like — and engaged agents are less susceptible to burnout.

Management 89

Management Contact Center Coaching Employee engagement 89

JustCall

MARCH 6, 2023

Implement time-management techniques Here are some popular time-management techniques that you can experiment with and implement for improving agent speed of working: Prioritizing tasks: Make a to-do list and prioritize tasks based on their importance and deadline.

Coaching 52

Coaching Call Center Scripts Construction 52

NobelBiz

APRIL 18, 2023

Utilizing Call Center Real-Time Analytics Employing real-time analytics enables operations managers to make informed decisions and respond promptly to changing trends. By monitoring key performance indicators (KPIs) in real time, managers can identify issues and implement solutions before they escalate.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Playvox

FEBRUARY 20, 2024

And, while you may think gamification is not necessary to engage and motivate working adults, research published by Harvard Business Review would tell you that gamification works quite well in motivating and engaging employees. And, there is no need to go all out on the types of rewards offered.

Management 88

Management Gamification Calibration Quality management 88

Monet Software

APRIL 24, 2020

And they should take into account that remote work generally requires more independent time management skill and tech savvy than on-site employment. This will usually include formal QM training sessions, upskilling coursework and micro-coaching. Trusting relationships can be difficult to foster at a distance. Next Steps.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

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 44

Sales Coaching Management Morale 44

Playvox

JUNE 7, 2023

Related Article: Boosting Employee Engagement: 6 Tips for Keeping Contact Center Agents Motivated What Can Workforce Management Do? Workforce management will have a positive impact on your contact center — when you get it right. For example, does the contact center agent need coaching on better time management skills ?

Management 52

Management Contact Center Abandon rate Metrics 52

Serenova

AUGUST 25, 2020

And in today’s current health crisis, which performance management strategies can adapt to a work from home model now that supervisors and agents are geographically dispersed? This article provides a roadmap for how call centers can leverage workforce management solutions to optimize customer experience and employee engagement.

Contact Center 40

Contact Center Schedule adherence Management Coaching 40

Noble Systems

MARCH 19, 2021

A blended system will let the same agents work on both inbound and outbound calls at the same time, managing the workflow to let incoming calls be answered and making outgoing calls to keep agents busy while they are waiting. Managers can listen to an agent’s call in real-time.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

ijgolding

NOVEMBER 17, 2016

Senior management wanted to outsource the function but when the outsourcer wouldn’t sign up to a KPI that targeted them with maintaining a 95% “satisfied or very satisfied” CSAT score (which is the figure the Helpdesk was consistently achieving at the time), management quickly changed their minds!

Customer Experience 95

Customer Experience Customer centricity outsourcing B2B 95

SmartKarrot

MARCH 23, 2023

POLICY #3 Generous Paid Time Off Employers should consider time off a chance for employees to turn their brains on. Let’s lead by example and encourage everyone to make use of this simple yet effective time management strategy. We need to consider it as a capital investment and make it a result-driven initiative.

Morale 10

Morale B2B Coaching Employee engagement 10

SmartKarrot

MARCH 23, 2023

POLICY #3 Generous Paid Time Off Employers should consider time off a chance for employees to turn their brains on. Let’s lead by example and encourage everyone to make use of this simple yet effective time management strategy. We need to consider it as a capital investment and make it a result-driven initiative.

Morale 10

Morale B2B Coaching Employee engagement 10

Russel Lolacher

FEBRUARY 20, 2023

You know, communication, time management, critical thinking, problem solving, interpersonal skills, are those are the skills that people are right now, most in demand moving forward, or email those right, those aren’t technical skills, right?

Education 52

Education Personalization Employee engagement Coaching 52