Integrity Solutions

SEPTEMBER 2, 2022

Whether they’re sending the message via quiet quitting or actually giving two weeks’ notice, more and more employees are making it clear that burnout has taken a toll, they want to find more meaning and purpose in their work, and their companies haven’t done enough to address the problems. At least, it shouldn’t be.

Management 116

Management Coaching Employee engagement Surveys 116

Calabrio

APRIL 23, 2025

It connects quality data, adherence and scheduling metrics, interaction trends, sentiment indicators, and moremaking it easier to spot patterns and take action. One tool that speaks to the needs of coaches, analysts, and contact center leaders alike. The result? One source of truth. One place to explore performance. Insights user 2.

Contact Center 52

Contact Center Coaching Schedule adherence Agent burnout 52

CX Global Media

NOVEMBER 13, 2018

Deloitte Human Capital Trends’ research shows that “reinventing careers and learning” is now the #2 issue in business (followed only by reorganizing the company for digital business), creating the urgency and budget in for learning that modernization. Becoming Modern is a Priority.

Call Center 278

Call Center Contact Center Coaching Employee engagement 278

CX Global Media

SEPTEMBER 23, 2019

We love staying on top of the latest insights, news, and trends in the customer experience, service and contact center industries. WEBINAR: How Coca-Cola® Adds Life to Contact Center Employee Engagement. The post Top 20 CX Influencers to Follow in 2019 appeared first on Call Center Coach.

Contact Center 159

Contact Center Coaching Employee engagement Call Center 159

Contact Center Pipeline

OCTOBER 1, 2019

I hated receiving quality assurance (QA) evaluations when I was an agent. Even though I got a good score, the process was based on strict adherence to procedures. Everything was black and white: Did I use the customer’s name three times? Did I verify their password? Did I remember to use the proper call identification […].

Employee engagement 32

Employee engagement Coaching outsourcing Contact Center 32

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

ShepHyken

MARCH 11, 2022

Understand that the times are changing, and the needs and expectations of employees are changing too. If you pay attention to the trends, you will realize that it’s time to reinvent the employee experience. It’s customer service 101, and it applies to your team members too. . Anticipate their needs.

Coaching 255

Coaching Personalization Marketing Customer Service 255

SharpenCX

MAY 26, 2020

Download Now: See what Frost & Sullivan say are the most important trends impacting contact centers. With effective and frequent customer service training and coaching. Aside from quarterly summits, make a schedule for more frequent coaching. Coaching on the Fly. Wrong … oh, so wrong.

Contact Center 128

Contact Center Customer Service Coaching Customer Experience 128

Playvox

APRIL 11, 2023

Invest In Coaching To keep contact center agents engaged, investing in training and coaching is essential. Ongoing learning opportunities keep staff updated on industry trends, best practices, and customer service techniques. Coaching is a critical aspect of agent engagement in contact centers.

Employee engagement 63

Employee engagement Contact Center Gamification Coaching 63

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

SharpenCX

OCTOBER 27, 2021

They keep employees engaged and productive . They couldn’t have in-person coaching conversations. They inform coaching conversations with data. Contact center managers and supervisors brought the data into coaching conversations to help agents improve. It comes from what you learn from the data. What’s more?

Analytics 128

Analytics Coaching Contact Center First call resolution 128

SharpenCX

OCTOBER 6, 2021

Whether your agents are burnt out or bored, it’s important to optimize workflows to increase employee engagement. Do data trends show you days of the week or time frames where customer problems often pop up? And, you get data to bring to your coaching conversations, so you can teach them how to grow. A technical issue?

Contact Center 128

Contact Center Coaching Metrics Employee engagement 128

ROI CX Solutions

FEBRUARY 25, 2025

From managing schedules to improving employee engagement, WFM helps call centers run smoothly by making sure the right people are in the right place at the right time. Employee engagement: Engaged employees create a positive workplace culture and have higher productivity. Who can WFM help?

Call Center 52

Call Center Management call center workforce Employee engagement 52

Fonolo

AUGUST 17, 2021

Employee engagement is necessary for improved productivity. From seminars and videos to group training and one-on-one coaching sessions, there is no excuse to slack on agent training. Top Contact Center Technology Trends You Shouldn’t Ignore. Improve training to address gaps. But having the technology isn’t enough.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

Etech GS

APRIL 30, 2019

Here are five trends to consider employing to elevate the level of service offered by your business in 2019. . Think of what your employees need most to assist customers best, and then seek out solutions that will fulfill your company’s own specific set of needs. Don’t Overlook the Importance of Employee Engagement.

Contact Center 71

Contact Center Coaching Feedback Healthcare 71

Fonolo

MAY 27, 2021

That’s why agent engagement surveys are so important. Discover the Six Crucial Contact Center Trends That Will Shape 2021. What is the Purpose of an Agent Engagement Survey? Agent engagement surveys help you reach the end goals of better profits and agent performance. As mentioned, call center jobs are stressful.

Call Center 136

Call Center Surveys Coaching Best practices 136

TechSee

APRIL 10, 2019

Comcast has tapped into this trend with their omnichannel CX approach. The company invested in coaching frontline talent and built a volunteer program called ‘Tiger Teams’ where employees engage in projects focused on improving customer experience in telecoms. Interestingly, some companies are bucking the digital trend.

Customer Experience 154

Customer Experience Customer centricity Interactive Voice Response Wireless 154

HGS

SEPTEMBER 30, 2015

Actively Monitor the Program— By actively monitoring the program once it goes live, contact center team leads ensure they are able to identify trends in metrics that could be related to a lack of tacit knowledge. employee engagement. The end result is a truly optimized customer experience. Wed, 09/30/2015 - 15:59.

outsourcing 100

outsourcing Contact Center Management Coaching 100

Taylor Reach Group

DECEMBER 11, 2019

If correctly designed, the compensation structure can withstand changes in both market and workforce trends so that only minor, if any, adjustments are needed. In other sections, we have discussed the importance of performance improvement and coaching. This is not well aligned with long-term retention and engaging all the staff.

Customer Experience 119

Customer Experience Coaching Contact Center Morale 119

Integrity Solutions

APRIL 16, 2021

Disruptors, emerging trends and unexpected events — like a pandemic, for example — can throw a wrench in your carefully thought-out strategy. Engaging employees in customer-centric behaviors must be embraced as a sustainable strategy. Increase employee engagement, retention and achievement drive, even during challenging times.

Customer centricity 120

Customer centricity Coaching Employee engagement Sales 120

aircall

JANUARY 21, 2022

In 2022, which sales trends do you need to stay on top of to set your team up for sales success? 5 Key Sales Trends for 2022. This “Great Resignation” means sales teams need to rethink culture and support, making talent retention a top sales trend for 2022. We can’t cover sales trends for 2022 without talking about AI.

Sales 62

Sales CRM Scripts Coaching 62

CSM Magazine

JUNE 27, 2023

With Zenarate AI Coach, customer and prospect-facing agents master the skills necessary to succeed in their role before their first live interaction. Just like human-to-human role play, Zenarate coaches agents on tone, soft skills, and best and required practices throughout their role-play simulation.

Coaching 59

Coaching Telecommunications Healthcare First call resolution 59

Integrity Solutions

JULY 13, 2020

To achieve more, salespeople need to learn how to overcome their self-limiting beliefs — and they need sales managers who are equipped to coach them effectively in this area. Top-performing sales reps are a hot commodity in good times and in bad, but maybe even more so in a tough economy when you need a highly engaged, purpose-driven team.

Sales 107

Sales Coaching Customer centricity Employee engagement 107

SharpenCX

SEPTEMBER 30, 2020

Coach your agents regularly, so they know how to listen to your customers and respond kindly. Read Next] How to Boost Morale and Keep Your Remote Employees Engaged. In fact, companies with strong omnichannel engagement strategies retain 89% of their customers. Consider these tech and contact center trends in 2021.

Chatbots 128

Chatbots Call flow Morale Contact Center 128

DMG Consulting

FEBRUARY 20, 2025

Contact Center Key Technology Trends for 2025: AI Leads the Charge Based on findings from a recent DMG Consulting survey, 2025 is shaping up to be an excellent year for technology investments in contact centers. The first two applications are designed to help agents and improve the employee experience (EX). Seventh place, with 22.4%

Contact Center 62

Contact Center Technology Interactive Voice Response Surveys 62

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

AUGUST 23, 2019

We’ve all been hearing about engagement for so long, it’s almost become another intangible “soft” buzzword. Yet the banks that have cracked the code on employee engagement are reaping the business and performance benefits, with passionate bankers poised to capture customers who will entrust them with their financial well-being.

Employee engagement 42

Employee engagement Banking Management Customer Experience 42

Calabrio

MARCH 25, 2025

In fact, research has found that: Companies with an active VoC program spend 25% less on customer retention Companies with mature VoC programs also drive higher employee engagement and lower customer service costs Discover top Voice of the Customer best practices to improve your VoC program.

Journey mapping 52

Journey mapping Contact Center Analytics Surveys 52

COPC

JANUARY 15, 2024

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. Therefore, keeping new hires engaged and building a sense of community is critical.

Best practices 78

Best practices Employee engagement Coaching Feedback 78

Serenova

JULY 7, 2020

Advanced contact center solutions can use the metrics and KPIs to dynamically prescribe tailored training courses and coaching sessions. Rather than see training as a hassle and waste of time, agents are motivated to engage with highly relevant content. Consider Consumer Trends. Empower agents with customized training.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

SharpenCX

SEPTEMBER 8, 2021

Identify common trends among your biggest advocates, then see how you can repeat those positive experiences for every other customer. But to take advantage of the benefits that come with engaged employees and happier, more loyal customers, it’s crucial that you, as a manager, invest resources to engage your team.

Customer advocacy 128

Customer advocacy Contact Center Surveys Coaching 128

Playvox

APRIL 27, 2023

Contact center trends can directly impact success. For the greatest impact and a clear competitive edge, contact center leaders must choose wisely when making business decisions about the trends to prioritize and implement in their organizations — because all change, even positive change, costs time and resources.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

Playvox

FEBRUARY 27, 2024

Likewise for agents, if they don’t feel engaged, appreciated, or see a growth path, they too can take their talent to another organization. In a buyer’s market, what is the future of workforce engagement? How do you keep your best employees engaged, motivated, and empowered? What is Workforce Engagement?

Contact Center 73

Contact Center Coaching Real estate Brand ambassadors 73

Noble Systems

SEPTEMBER 8, 2020

Other essential software technologies to consider for your cloud-based contact center include WFM for schedule optimization; analytics to uncover trends and assist agents during a transaction; and advanced IVR to create new flows or self-service programs to enrich the customer’s experience. We are all learning as we go.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

Noble Systems

AUGUST 25, 2020

From onboarding and product launches to regulatory compliance and ongoing training and coaching, gamification makes learning new information fun and engaging. It also provides constant feedback to employees to motivate them to continually improve performance and better serve financial services consumers.

Gamification 71

Gamification Employee engagement Banking Contact Center 71

Noble Systems

MARCH 30, 2020

Analyze issues and trends. 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. All employees, including contact center agents, are now working from home.

Management 90

Management Gamification Contact Center Coaching 90

SharpenCX

JUNE 8, 2021

Set SMART goals for your team to guide coaching: Once you know where the gaps live in your contact center strategy, create clear attainable goals for your team, and your individual agents, to achieve. Goals drive employees to pursue their own professional development and align to the culture of your team.

Customer retention 76

Customer retention Coaching Employee engagement Contact Center 76