CX Accelerator

JUNE 8, 2020

As he points out, “The customer isn’t actually using their voice to provide feedback.” Motteram also suggests setting up a customer advisory board where you “Invite a representative cross-section of your customers into a room on a periodic basis to provide feedback on things like company people, processes, and product.”.

Surveys 345

Surveys Contact Center Consulting Consulting 345

Expivia

MAY 15, 2021

Call center coaching is just like coaching a little league team. A talented kid will master swinging the bat on their own, but a coach can help them perfect the move. However, they need that extra coaching to truly become incredible agents. However, they need that extra coaching to truly become incredible agents.

Coaching 98

Coaching Call Center Average Handle Time Feedback 98

AWS Machine Learning

NOVEMBER 15, 2024

QnABot is a multilanguage, multichannel conversational interface (chatbot) that responds to customers’ questions, answers, and feedback. Usability and continual improvement were top priorities, and Principal enhanced the standard user feedback from QnABot to gain input from end-users on answer accuracy, outdated content, and relevance.

Chatbots 112

Chatbots Engineering Enterprise Government 112

CX Global Media

MAY 24, 2018

As I was listening, I heard eight distinct skills she developed that enabled her to not only survive the most difficult job in the contact center industry, but to thrive in it. Feedback : Known as one of the most underutilized tools in a leader’s kit, Adrianna’s focus was on individual team members. Continue On…. Additional Resources.

Contact Center 257

Contact Center industry standards Morale Call Center 257

ShepHyken

FEBRUARY 22, 2022

.” About: Stephanie Coradin is the founder of DEMBO Inc , she has over 18 years of experience in providing leadership and development training, and life coaching to individuals and groups from varied industries. Stephanie is an advocate of employee empowerment and dynamic leadership. New York Times ?

Coaching 323

Coaching Personalization Customer Service Management 323

CCNG

MAY 11, 2021

A recent CCNG panel webinar, Why Performance-Based Training Requires Automation , featuring Mike Roberts, Technology Leader for Learning at Citibank, who adopted simulations to automate role play and coaching exercises in 2020 and Trey Fischer, an industry-leading consultant, discussed today’s impact of automation on performance-based training.

CCNG 195

CCNG Coaching Contact Center Employee engagement 195

Callminer

APRIL 10, 2019

We’re delighted that CallMiner has been named by Call Centre Helper as one of the Top 10 providers of Contact Centre Software and Technology for the third year running with Eureka Coach. Eureka Coach enables contact centres to build an agent culture that underpins an excellent customer experience, improved compliance and reduced risk.

Technology 28

Technology Coaching Analytics Feedback 28

Callminer

APRIL 24, 2020

call center industry is alive and well. According to the data, the industry saw a total of 32,000 new positions added in Q1 2019, with several major companies expanding their call center operations. Not doing so risks losing valuable customers and call center talent in an industry that’s already known for high agent attrition rates.

Best practices 182

Best practices Call Center Coaching Schedule adherence 182

TeleDirect

FEBRUARY 3, 2025

Provide regular feedback and coaching to improve skills. Keep agents informed about new industry trends and best practices. Gather Customer Feedback and Implement Improvements Customer feedback is essential for improving call center operations and customer satisfaction. Use post-call surveys to gather insights.

Call Center 62

Call Center Customer Service First call resolution outsourcing 62

Steve DiGioia

OCTOBER 8, 2015

Provide On-going Coaching. Successful leaders take the time to mentor and coach customer service every day. We need to learn from our customers’ feedback and make changes to exceed their expectations. have created legendary customer service in their industry. As I mentioned leadership is not a one-time event. So can you!

Customer Service 222

Customer Service Coaching Employee engagement Call Center 222

Calabrio

FEBRUARY 26, 2025

Customer Experience The Link Between Customer Satisfaction and Employee Retention Share How Happy Employees Create Loyal Customers and Drive Business Success The contact center industry is plagued by high attrition rates, averaging around 32% and reaching as high as 60%.

Coaching 64

Coaching Gamification Employee engagement Morale 64

CX Global Media

AUGUST 27, 2018

In the contact center industry, our common practices are by no means what you want to follow – unless you want to be average. Often times the customer feedback process and practices were owned by other areas of the business. At the time, I didn’t know how to go about acting on what their customer feedback revealed.

Contact Center 174

Contact Center Surveys Coaching Call Center 174

Calabrio

DECEMBER 10, 2020

The turnover rate is notoriously high for contact centers at a staggering 30% – 40% — more than twice the average for US industries. Think less boss/worker relationship and more coach/player dynamic. The coaching model also helps supervisors groom and train future leaders seeking to climb the ladder.

Coaching 105

Coaching Contact Center Construction Self service 105

ShepHyken

FEBRUARY 9, 2018

Ask for feedback. When you actively solicit feedback, it empowers your employees and sends a clear signal that you’re willing to work on you, too. – Every rep needs something a little different from the coaching process, and asking this question is a quick way to hone in on exactly what assistance your rep needs to grow.

Customer Service 416

Customer Service Morale Sales Coaching 416

TeleDirect

APRIL 7, 2025

Data handling policies Confidentiality agreements Industry-specific regulations (e.g., Product updates Policy changes Performance-based training Industry trends and best practices Best Practices for Effective Call Center Training Successful training programs are structured, engaging, and adaptable. healthcare, finance) 5.

Call Center 62

Call Center First call resolution Best practices Gamification 62

CCNG

MAY 27, 2021

Understanding the best path to follow, with the fluidity of the contact center industry, can be a daunting task. Bring in Expertise – Wealth of knowledge Although you are the expert on everything about your company, center and customer, an outside consultant can bring in expertise on industry best practices for a variety of workstreams.

Consulting 195

Consulting Consulting Contact Center Gamification 195

The Northridge Group

AUGUST 19, 2020

Let’s say you have a secure process in place, your wait times are acceptable, and you’re meeting many industry standards. Organizations that have transitioned from good to great stay away from solely coaching to the numbers and instead put more focus on improving behaviors. Clear coaching for continued development of staff.

Contact Center 145

Contact Center Coaching Call Center First call resolution 145

CSM Magazine

OCTOBER 18, 2023

Zenarate expands its AI Coach language capabilities to 79, the most in the industry, and adds new agent feedback reporting for AI simulation training. The company’s AI Coach platform now supports 79 languages, the most options in the industry.

Coaching 59

Coaching Feedback Telecommunications First call resolution 59

Integrity Solutions

OCTOBER 26, 2021

With the stakes higher than ever, organizations recognize that coaching plays a critical role in engaging employees, reducing turnover and improving overall business performance. So why are most of their coaching efforts failing? For years coaching has been seen as a critical aspect of an employee retention strategy. The result?

Coaching 74

Coaching Employee engagement Management Feedback 74

Calabrio

APRIL 24, 2025

While well-intentioned, this approach isnt only limited in its viewits time-consuming, expensive, error- and bias-prone, and often delivers feedback too slowly to be effective. QA teams have diligently listened to calls and reviewed interactions, providing valuable feedback.

Quality management 52

Quality management Customer Experience Management Coaching 52

ShepHyken

SEPTEMBER 9, 2016

If you are already running your own business, and your clients are sharing their honest feedback with you, it’s bad business sense to ignore what your clients are telling you they want! Take note when a client offers you feedback, because you have a golden opportunity to give them exactly what they need and want!

Coaching 0

Coaching Marketing Feedback Sales 0

ROI CX Solutions

APRIL 29, 2025

AI isn’t just a futuristic buzzword; its a powerful tool thats already reshaping customer support operations across industries. Examples of AI customer service Visualizing how AI operates in agent and customer journeys can help you further understand AIs role in the industry and plan your own uses of it.

Customer Support 52

Customer Support Interactive Voice Response Chatbots Coaching 52

Calabrio

APRIL 11, 2025

Reviewing Customer Feedback: Use customer interaction data to determine your audiences most common concerns and biggest needs. This nesting phase can include supervisors, evaluators, or dedicated coaches providing immediate feedback, guidance, and support to reinforce learning and help build confidence.

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

Calabrio

APRIL 23, 2025

Across industries, leaders are asking the same question: How do we connect all of this information to make smarter decisions, faster? One tool that speaks to the needs of coaches, analysts, and contact center leaders alike. Interaction recordings, quality scores, adherence metrics, customer sentimentthe list goes on. Insights user 2.

Contact Center 52

Contact Center Coaching Schedule adherence Agent burnout 52

TeleDirect

MARCH 14, 2025

Training strategies for call center agents: Conduct regular coaching and skill-building sessions. Implement a Customer Feedback Loop Customer feedback provides valuable insights into service quality and areas for enhancement. Ways to gather feedback: Conduct post-call surveys to assess satisfaction levels.

Best practices 62

Best practices Call Center Multi-channel support First call resolution 62

Vistio

OCTOBER 15, 2024

Agent retention is a critical challenge in many industries, but especially so in customer service and support. Here are some strategies for leveraging analytics in retention efforts: Personalized Coaching and Development: Analytics can help managers identify areas where agents may need additional coaching or support.

Analytics 52

Analytics Coaching Morale Metrics 52

Calabrio

JANUARY 17, 2025

These numbers highlight the growing positivity within the industry, but theres still room for improvement, particularly when it comes to promoting contact center career growth and retention. Training and Development: Coaching new hires and supporting existing employees in refining their skills.

Contact Center 52

Contact Center Coaching Construction Analytics 52

Callminer

JULY 5, 2018

When they don’t receive consistent performance feedback, agents often experience burnout and lose their drive to perform efficiently resulting in agent churn and poorer customer experiences. Call scoring is far from being a new term in the call center industry and is a technique that many use to evaluate agent performance.

First call resolution 157

First call resolution Call Center Average Handle Time Contact Center 157

delighted

DECEMBER 8, 2021

SupporTrends applies natural language processing to all customer conversations – whether they’re in a help desk, 3rd-party review site, Zoom meeting, or you guessed it, Delighted survey feedback. MaestroQA: Enrich agent coaching with real-time customer feedback. Planhat: Improve customer health with feedback.

Feedback 77

Feedback Coaching Surveys Marketing 77

TeleDirect

MARCH 13, 2025

Provide feedback to improve communication skills and response times. Provide constructive feedback on areas for improvement. A: Training duration varies by industry, but a 1-2 week structured program with ongoing coaching is recommended. Focus on handling difficult calls and de-escalation techniques.

Best practices 62

Best practices Call Center Customer Service Average Handle Time 62

The Northridge Group

NOVEMBER 30, 2021

While offering an apology to a customer is often the best an empathetic associate can do, compassionate associates are empowered to tell customers they appreciate their feedback, offer reasonable solutions and pass the feedback on to management. Treat feedback as a gift.

Customer Experience 151

Customer Experience Airlines Coaching Finance 151

Calabrio

MARCH 7, 2025

What exactly does it mean, how is it measured, and what are the current industry trends? By calculating the rates of agent turnover and attrition, you can not only understand changes in your workforce composition over time but also compare your trends to others across the industry. Contact center industry averages vary.

Call Center 52

Call Center Benchmark Gamification Contact Center 52

TeleDirect

MARCH 20, 2025

Compliance with industry regulations (e.g., Performance Feedback and Coaching Once audits are completed, share results with agents to provide constructive feedback. Regular feedback sessions and collaborative evaluations. Improved Agent Performance: Provide targeted training and constructive feedback.

Best practices 62

Best practices Calibration Average Handle Time First call resolution 62

Balto

JANUARY 6, 2025

Insightful Data-Driven Reports: Track long-term quality trends and assess coaching effectiveness through comprehensive reports. Qualtrics Qualtrics CustomerXM enables businesses to foster customer-centricity by leveraging customer feedback analytics for actionable insights. You can also import questions from previous surveys.

Call Center 52

Call Center Coaching Surveys Contact Center 52

Hodusoft

APRIL 24, 2025

How can the insurance industry be any different? Ineffective Feedback Loops Feedback is the breakfast for champions. If the customer feedback loop is ineffective, then it becomes difficult for insurance companies to retain customers. They must have mechanisms to gather and act on customer feedback.

Contact center software 52

Contact center software Customer retention Contact Center call center software 52

SharpenCX

SEPTEMBER 29, 2021

Direct the focus of your coaching, your 1:1 time, and your available resources to support agents where they struggle. Working in customer service, no matter the industry, is tough. Employee Training Templates for 1:1 Coaching & Performance Management. Coaching is essential for employee growth and development.

Contact Center 137

Contact Center Coaching Employee engagement Call Center 137

PeopleMetrics

FEBRUARY 25, 2025

Let's look at how our recommended questions have evolved: Meeting Value: AI can now analyze meeting recordings to assess engagement levels, questions asked, and time spent on different topics providing objective data to complement subjective feedback.

B2B 62

B2B B2C Construction Sales 62