CSM Magazine

FEBRUARY 6, 2025

This group has seen a significant decline in engagement since the pandemic. Lower Morale Across Teams Disengagement is contagious. Other employees may grow frustrated, contributing to a workplace culture that tolerates mediocrity, further threatening both team morale and customer satisfaction. Only 32% of U.S.

Customer Service 52

Customer Service Morale Coaching Surveys 52

Fonolo

MAY 27, 2021

Research shows that customer complaints, poor morale, and low pay all attribute to high turnover rates in the call center industry. Call center managers sometimes rely too heavily on data to inform coaching and performance measures. This question helps you assess a need for greater group engagement. Do you have a friend at work?

Call Center 136

Call Center Surveys Coaching Best practices 136

Fonolo

AUGUST 17, 2021

Ask agents for feedback, resolve issues, monitor performance, and take active steps to boost morale in the office. From seminars and videos to group training and one-on-one coaching sessions, there is no excuse to slack on agent training. As success leaders and call center managers, you need to be an example for your agents.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

Fonolo

JANUARY 14, 2021

And high turnover rates won’t just hit you in the wallet — it also impacts morale, which will affect any new hires. Offer a variety of sessions and materials that include roleplay, one-on-one coaching, and even quick tips and one-pagers. One great way to do this is to form committees and groups within your organization.

Contact Center 150

Contact Center Agent Empowerment Morale Coaching 150

Taylor Reach Group

DECEMBER 11, 2019

Rewarding the top 20% of agents with bonus is nice for that high achieving group and provides incentive/motivation to those directly behind them, but more than half the center is likely to give up on the bonus because they see it (the bonus) as unachievable. Rewarding agents based on objective performance can be more challenging.

Customer Experience 119

Customer Experience Coaching Contact Center Morale 119

TechSee

OCTOBER 10, 2019

In addition, a culture of collaboration builds stronger morale for agents who see themselves as part of a bigger picture, working together to achieve company goals, rather than racing to meet their own quotas. Group effort. Whisper coaching enables managers to listen in on agents’ calls, and coach them in real time.

Contact Center 117

Contact Center Wireless Scripts Average Handle Time 117

TechSee

SEPTEMBER 29, 2020

However, these drastic measures are usually short term as they negatively affect CX and employee morale. According to research and consulting firm Service Quality Measurement Group, for every 1% improvement in FCR, a call center reduces its operating costs by 1%. Accelerate resolutions with AI-powered agent assistance.

Call Center 196

Call Center Self service Gamification Contact Center 196

CX Accelerator

APRIL 30, 2018

Group “Deep Breath” - If there is a new product launch, a system malfunction, or any other highly stressful event taking place, have a group “deep breath”. It sounds silly, but hitting that reset button together, as a united team, makes a huge impact on the psyche of the individuals and the morale of the group as a whole.

Journey mapping 140

Journey mapping Airlines Morale Call Center 140

Comm100

JUNE 26, 2018

With the World Cup in full swing, now is probably the perfect time to talk about one of the essential elements of any team – the Coach. Coaches are focused on improving performance during the moment, and the skills required for an excellent coach are very distinct. This is where a coach comes into play. Coaching Skills.

Coaching 61

Coaching Feedback Morale Accountability 61

Calabrio

APRIL 11, 2025

Use surveys, interviews, and focus groups. Shadowing live calls helps trainees understand nuances, hear best practices in action, and ask questions in context, while also fostering social learning, a more collaborative culture, and better team morale. Ask: What types of customer interactions do you struggle most to resolve efficiently?

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

BlueOcean

FEBRUARY 25, 2019

She sees herself as the communication facilitator making sure agents, coaches, and managers and the client are all on the same page to keep all hands-on-deck without sacrificing quality. In-person communications include side-by-side coaching, monthly one-on-ones, as well as and small focus groups.

Customer Experience 116

Customer Experience Coaching Feedback Customer Care 116

CX Accelerator

JULY 1, 2019

The Temkin Group states that CX is made up of three components – success, effort, and emotion. A recent study published by the Temkin group discovered that companies earning $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience. Make the necessary changes.

Customer Experience 140

Customer Experience Journey mapping Education Morale 140

The Northridge Group

JULY 20, 2023

The Northridge Group needs the contact information you provide to us to contact you about our products and services. Creating a Productive Workforce in the Contact Center The Northridge Group recently partnered with one of the largest US health insurance companies to implement and enhance a contact center performance excellence program.

Contact Center 128

Contact Center Abandon rate contact center associations Average Handle Time 128

CSM Magazine

DECEMBER 23, 2024

Team building, team development, and team coaching are all methods that may help to encourage motivation, cohesiveness, and enjoyment in the workplace. A festive mood in the workplace may boost morale and team dynamics. Divide the squad into smaller groups and have them solve puzzles and mysteries together.

Customer Support 52

Customer Support Morale Coaching Personalization 52

Talkdesk

MAY 11, 2020

How should contact center leaders talk about performance and coach teams? If you don’t have time to meet with agents one-on-one, try organizing small group discussions with ring groups or regions, also known as huddles. They then leave comments to motivate, coach, or encourage agents via Observe.AI.

Coaching 88

Coaching Contact Center Morale Analytics 88

Monet Software

MARCH 10, 2021

Numerous contact centers report increased productivity and morale after sending agents home, which helps reduce churn and the associated recruitment, training and service level costs. Many people enjoy the convenience of working from home. After all, who can argue with comfortable shoes (or slippers)? Cost-savings.

Contact Center 118

Contact Center call center workforce contact center workforce Morale 118

Monet Software

SEPTEMBER 24, 2020

By taking an agent-centric approach to contact center quality management , regular QA feedback can become an opportunity for growth that agents welcome—one that improves employee satisfaction, morale, retention and yes, employee engagement. Group QA metrics into tiers, representing milestones toward interaction mastery. Here’s how. #1

Morale 48

Morale Quality management contact center workforce Employee engagement 48

SharpenCX

AUGUST 31, 2021

A customized dashboard offers many benefits : Focused insights to improve training and coaching methods Compiled data to improve decision making Transparency to increase agent productivity Clarity around team goals and benchmarks. Aside from increased transparency amongst your team , the benefits of dashboards are evident.

Call Center 128

Call Center Metrics Benchmark Contact Center 128

JustCall

MAY 6, 2022

This is why data-driven sales coaching is so important. . As a sales manager or leader, a big part of your responsibility is to coach your reps and assist them in their growth. Now, of course, real-time sales coaching is far from easy. Speaking to everyone with a single coaching program is ineffective. .

Coaching 52

Coaching Sales Morale Feedback 52

Fonolo

JUNE 9, 2020

According to SQM group , the average call center has an FCR of 72%, which means that 28% of calls require a follow-up engagement. This is great for team morale and lets them know what they’re doing well so they can continue the trend. First Call Resolution (FCR). Training isn’t just for new hires! Don’t just focus on numbers.

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

Quality Contact Solutions

FEBRUARY 17, 2022

Showing appreciation in group settings, like team meetings, and also acknowledging their individual contributions can help boost morale. Prioritize Coaching The overarching goal of coaching is to make individuals and the team better. Check out 10 best practices for delivering virtual training.

Sales 98

Sales Telemarketing Best practices Coaching 98

Expivia

DECEMBER 7, 2020

Each Supervisor has their own preferred ways of coaching, and finding their personal methods will be a process during your first few months as a Supervisor. In regards to coaching, what can be the most beneficial tool is being completely transparent with your reps. This allows you to see what coaching approach you should take.

Coaching 89

Coaching Education Morale Feedback 89

CX Global Media

JULY 12, 2019

For many, managing morale and employee engagement in a contact center is a complete mystery. Trainer and Coach in the Contact Center Business for over 25 years. She is an author of “The Positive Coach Approach” with her daughter Sally Cordova and three other books about Call Center Agents. Consolidated.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Taylor Reach Group

DECEMBER 3, 2018

You have plenty to worry about coaching your less skilled leaders. If other department heads are creating difficulties for your group, it’s your job to eliminate those problems. For help with this and much more, contact the experts at The Taylor Reach Group, www.thetaylorreachgroup.com. Appreciate them. Spend time with them.

Contact Center 99

Contact Center Management Morale Coaching 99

Fonolo

APRIL 27, 2020

Here are our top tips for engaging remote employees and keeping agent morale high, so that you and your team can go (virtually) unimpeded for as long as you need to. Encourage employees to get creative with their groups and channels, and find ways to integrate them into your processes, so that your team gets used to using it day-to-day.

Call Center 112

Call Center Morale Contact Center Gamification 112

Tethr

APRIL 1, 2020

Would you then spend more time and resources improving call center morale? Provide strong coaching. Scheduling regular cadence for coaching sessions built into employee schedules is one way to combat the “fell through the cracks” obstacle that frequently creeps up on busy call centers. .

Coaching 73

Coaching Call Center Morale Feedback 73

BlueOcean

OCTOBER 4, 2021

Making sure everyone is on the same page—from the agents to the coaches to managers to the client—is key to ensuring we don’t sacrifice quality. Agents need to feel heard to keep morale and engagement high. Creating a sense of striving is essential to engagement whether your agent has been on the job for a week or five years.

Customer Experience 77

Customer Experience Coaching B2C Customer Care 77

SharpenCX

FEBRUARY 18, 2020

Download Now: Grow your management and coaching techniques with 29 key takeaways from your call center manager playbook. To coach your agents towards growth, you have to know what they’re shooting for. A Good Coach. To be successful, you need to build a coaching culture to inspire your agents. What are your goals?

Call Center 84

Call Center Coaching Management Contact Center 84

Noble Systems

APRIL 14, 2021

Imagine a call center – a hub of inbound and outbound calls, staffed by a team of agents and managers – but the agents and managers are located off-site, whether in small groups in other offices or individually at their own homes. Training and coaching to deliver the highest level of customer service. What is a virtual call center?

virtual call center 98

virtual call center Call Center call center solutions call center software 98

Interaction Metrics

FEBRUARY 20, 2025

Provide workshops and targeted coaching based on NPS insights. This not only boosts customer satisfaction but also enhances employee morale and engagement. It also prevents your results from being disproportionately influenced by a small, unrepresentative group of respondents. Some might be new users who find setup confusing.

Surveys 62

Surveys Benchmark Feedback Metrics 62

Callminer

SEPTEMBER 5, 2017

But when the whole month has a lot of calls which were of all different types, the quality report – which can identify potential gaps and required agent coaching or training – may be delayed by many days. Who is coaching the coaches? Constant QA, coaching, and accountability is how you ensure all interactions are positive.

Call Center 140

Call Center call center software outsourcing Coaching 140

SharpenCX

APRIL 29, 2020

Build in time for agent coaching. To keep your team engaged and performing at their best, your agents need to be coached daily. As you forecast for customer needs and plan agent schedules, build in time for coaching each agent. Often, WFM will cancel scheduled agent coaching sessions when volume spikes.

Coaching 76

Coaching Management Contact Center Morale 76

Integrity Solutions

DECEMBER 10, 2018

Values: The moral and ethical beliefs that guide your behavior. The problem is, sales training development — and even the coaching sales managers provide — doesn’t often address these critical factors in any significant way. Once you’ve identified them, focus your coaching around closing those gaps to create alignment.

Sales 72

Sales Coaching Morale Education 72

Expivia

FEBRUARY 1, 2021

Coaching & Reprimanding in Private. Coaching or reprimanding someone for a mistake is best done privately. If you coach or reprimand someone publicly, or in front of their friends and coworkers, the immediate response will be defensiveness. This way the whole group, or even the whole company, can feed off that positive vibe.

call center association 52

call center association Call Center Morale Coaching 52

Noble Systems

FEBRUARY 4, 2019

Plus, gamification can be tailored to the needs of several employee groups, which makes it ideal for all generations of employees – from baby-ers and Generation Xers, to Millennials and the latest, Gen Zers. Improves employee morale. Fair and unbiased feedback improves agent morale. Here are just a few. Energizes and motivates.

Gamification 62

Gamification Feedback Morale Employee engagement 62

Fonolo

AUGUST 29, 2018

Here, experts and influencers in the CX and CS industries give us incredibly valuable soundbites on best practices, boosting morale, improving performance, implementing technology, building partnerships, and delivering a well-orchestrated customer support offering to your burgeoning audience of customers. Learn more about Jon here and here.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

Calabrio

MARCH 5, 2025

Providing your frontline agents with not only targeted training and ongoing support but improved work-life balance and intuitive technology is crucial to driving better overall CXnot to mention supporting higher morale and agent retention. Discover what performance coaching is and why your CX team could use it.

Best practices 40

Best practices Benchmark First call resolution Contact Center 40