CX Global Media

OCTOBER 15, 2018

We are living in a time where entire industries are being reshaped with old-school routine business models being rendered useless in favor of more agile people, plans and processes. Industry Insight. Innovation only occurs through the capture of industry insight, reflection and new idea generation as a process. Time to Thrive.

Contact Center 269

Contact Center Morale Call Center Metrics 269

ShepHyken

FEBRUARY 9, 2018

– 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. Read Shep’s latest Forbes Article: Business Lessons From NAMM 2018 And The Music Industry.

Customer Service 399

Customer Service Morale Sales Coaching 399

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 30, 2017

People, process, technology, reporting, culture, competition, morale, data, automation, self-service – which word matters most? In my 20+ years in the contact center industry, the past three years elevated this one word to utmost importance. Then you’ll better understand the impact coaching has on moving key metrics.

Contact Center 149

Contact Center Coaching Education Call Center 149

aircall

JANUARY 3, 2018

If you’re managing a customer support team, then you’re as much a coach as you are a supervisor. Good coaches make their players better, but great coaches go the extra mile and continue making themselves better as well. Identify Coaching Opportunities. Reward High Performers . How could it not be?

Coaching 86

Coaching Morale Analytics Benchmark 86

aircall

JANUARY 3, 2018

If you’re managing a customer support team, then you’re as much a coach as you are a supervisor. Good coaches make their players better, but great coaches go the extra mile and continue making themselves better as well. Identify Coaching Opportunities. Reward High Performers . How could it not be?

Coaching 81

Coaching Morale Analytics Benchmark 81

Fonolo

NOVEMBER 3, 2020

We spent the last couple of months asking influencers and industry leaders how they thought the pandemic had impacted customer service. Download the full industry report FREE: The State of the Contact Center 2020 . Keynote Speaker and Official Forbes Coach. One recurring theme was that of agent satisfaction.

Contact Center 167

Contact Center Coaching Consulting Consulting 167

Fonolo

NOVEMBER 24, 2020

We spent the last couple of months asking influencers and industry leaders how they thought the pandemic had impacted customer service. Read the Full Industry Report Here: Contact Center Trends 2021. ” — Kate Nasser, The People Skills Coach ™ , Author of Leading Morale , Customer Service & Leadership Consultant.

Contact Center 159

Contact Center Average Handle Time Consulting Consulting 159

Vistio

OCTOBER 15, 2024

Agent retention is a critical challenge in many industries, but especially so in customer service and support. High turnover disrupts operations, increases recruiting costs, and negatively impacts team morale. The Importance of Agent Retention and the Role of Data Agent retention has far-reaching implications.

Analytics 52

Analytics Coaching Morale Metrics 52

CSM Magazine

FEBRUARY 6, 2025

Higher Response Times Customer service requires agility and responsiveness, especially in industries like retail and hospitality, where customer inquiries are time-sensitive. Lower Morale Across Teams Disengagement is contagious. When quiet quitting becomes common within a team, it can create a ripple effect.

Customer Service 52

Customer Service Morale Coaching Surveys 52

Fonolo

OCTOBER 13, 2020

The last few years have seen several reassuring trends in the contact space industry. For an industry that relies on human resources, this paints a troubling picture. ” — Annette Franz , CEO of CXJourney , Official Forbes Coach, Keynote Speaker and Author. And executives were ready to spend money to solve it.

Call Center 144

Call Center Contact Center Coaching contact center workforce 144

Integrity Solutions

JANUARY 28, 2021

If you’re in a high-growth or competitive industry, you can bet there’s some fierce competition in the market for your salespeople. In some industries, average sales rep tenure is just two years. As a result, the loss of that one salesperson can have a ripple effect on productivity and morale across the sales organization.

Sales 114

Sales Coaching Morale SaaS 114

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 Contact Center Gamification 52

Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. William Taylor. velvetjobs. Your team has to know you as a person, not just a supervisor.

Call Center 182

Call Center Management Scripts Coaching 182

Outsource Consultants

SEPTEMBER 14, 2021

Look no further than the travel industry, which is already reeling to meet Q4 demand spikes and record call volume. Higher customer satisfaction and higher agent morale. Make It Fun: Whether through big changes (like gamification software) or smaller initiatives (like reward contests), look for opportunities to increase agent morale.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

CX Global Media

JULY 20, 2017

The high energy and the feeling of ‘making a difference’ are all highly attractive components for many choosing to work in the contact center industry. Not having a good agent career path is definitely one of the problems that contributes to low tenure and low morale. That type of career coaching is not taught at home or in school.

Contact Center 136

Contact Center Coaching Morale Call Center 136

Beyond Philosophy

JULY 29, 2019

The moral is, once you start making changes and not just talking about it theoretically, people get engaged. Many times, for senior people, it is not just about doing their job; it is also about how they are perceived in the organization, as well as in the industry with their colleagues in other organizations. Do they want power?

Consulting 260

Consulting Consulting Morale Benchmark 260

Callminer

MAY 11, 2020

Ongoing training and coaching are equally important to ensure that your employees are equipped with the skills and knowledge they need to do their jobs effectively. And, coaching sessions provide an ideal opportunity for managers to check in with their agents or employees to get their feedback on how things are going from their perspective.

Management 273

Management Customer Experience Customer Service Coaching 273

TechSee

SEPTEMBER 29, 2020

However, these drastic measures are usually short term as they negatively affect CX and employee morale. There are a wide range of techniques that address individual agents’ skill gaps while boosting cost and time efficiency, such as collaboration, gamification, visual assistance, and whisper coaching.

Call Center 196

Call Center Self service Gamification Contact Center 196

Playvox

SEPTEMBER 14, 2021

Increasingly, company culture is one of the most important factors in attracting and retaining employees, boosting agent morale and in promoting higher levels of productivity. Perks like free coffee, lunch and snacks are nice, but may only temporarily raise agent morale. What is Culture? Remember to publicly recognize your team.

Morale 59

Morale Contact Center Accountability Coaching 59

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. Engagement is especially important for call centers, since staff turnover is typically high.

Call Center 136

Call Center Surveys Coaching Best practices 136

Monet Software

MARCH 10, 2021

Although there is a lot of truth to that old saying, “the only constant is change,” the work-from-home agent is likely to become a permanent feature of the industry landscape. The call center industry was beyond the experimental phase of work-from-home before COVID-19 hit. Here’s why. Cost-savings.

Contact Center 118

Contact Center call center workforce contact center workforce Morale 118

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. Empathy has been a hot topic in the contact center industry this past year. Offer a variety of sessions and materials that include roleplay, one-on-one coaching, and even quick tips and one-pagers.

Contact Center 150

Contact Center Agent Empowerment Morale Coaching 150

BlueOcean

FEBRUARY 25, 2019

A global, cross-industry study published by Matthew Dixon in the Harvard Business Review helps us answer this (we were also honored to be featured in the ensuing article, Kick-Ass Customer Service ). 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

SharpenCX

SEPTEMBER 30, 2020

COVID-19 threw a wrench in the year 2020, and every industry has felt its effects. In fact, the CX industry has changed rapidly this year. 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. And they can tell.

Chatbots 128

Chatbots Call flow Morale Contact Center 128

JustCall

NOVEMBER 24, 2022

This is a growing concern for several companies and industries. This leads to higher turnover, less stress, and better morale in the workplace. It’s a solution for low morale and declining performance and can lead to enhanced agent engagement and improved overall service quality. So, What Exactly is Employee Engagement?

Morale 52

Morale Call Center call center workforce Metrics 52

CX Global Media

JULY 12, 2019

Agent retention is a massive threat to the success of the contact center industry and common practices in the industry are fueling our poor retention performance. Over 35 industry experts deliver insights and tools on the topics of agent hiring, on-boarding, development, leading, and retention. Consolidated.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

24-7 InTouch

APRIL 15, 2021

After more than a full year of BPOs operating contact centers in a 100% virtual environment, there have been some key learnings and takeaways that will continue to impact the customer care industry for years to come. . Brands can action that data to inject some extra fun into the work environment to help improve associates’ mood and morale.

Contact Center 52

Contact Center Morale Employee engagement Customer Care 52

Talkdesk

MAY 11, 2020

How should contact center leaders talk about performance and coach teams? Use data to validate why agents should adopt new behaviors through micro-coaching sessions to improve every customer interaction. We may have people joining our teams who we’ve never met in person. What should be avoided? Take the emotion out of it!

Coaching 88

Coaching Contact Center Morale Analytics 88

aircall

JANUARY 3, 2018

If you’re managing a customer support team, then you’re as much a coach as you are a supervisor. Good coaches make their players better, but great coaches go the extra mile and continue making themselves better as well. Identify Coaching Opportunities. Reward High Performers . How could it not be?

Coaching 48

Coaching Morale Analytics Benchmark 48

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. Employees may express their creative side, get to know one another better, and foster a nice environment.

Customer Support 52

Customer Support Morale Coaching Personalization 52

Fonolo

JUNE 9, 2020

Gathering feedback from customers has become an industry standard for contact centers. This is great for team morale and lets them know what they’re doing well so they can continue the trend. Plus, it shows them that their employer is willing to invest in them, which is always great for morale. Customer Satisfaction.

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. They also help facilitate learning opportunities for industry-specific trends and developments to help keep the edge over their competition.

Sales 98

Sales Telemarketing Best practices Coaching 98

CX Global Media

AUGUST 17, 2018

Tell me what you think after watching or reading this edited transcript of my interview with Jens: Jim Rembach : Hey this Jim for the Fast Leader Show and Call Center Coach and I’m here with Jens Eckels of Avaya. We’re all doing ninety percent of the same thing in this industry anymore. Please Share. – Click to Tweet.

Contact Center 149

Contact Center Coaching Call Center Technology 149

CX Accelerator

JULY 1, 2019

Step Two: Train As your team identifies the pain points for customers that experience a disability ask your training team if these problems can be solved through training, coaching, or other experiential learning experiences. There’s no single metric that will work for every organization in every industry.

Customer Experience 140

Customer Experience Journey mapping Education Morale 140

CX Accelerator

APRIL 30, 2018

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. Lauren Lombard is the Corporate Trainer for a mid-sized company supporting four clients in the travel / hospitality industry.

Journey mapping 140

Journey mapping Airlines Morale Call Center 140

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. Nick’s career in the call center industry started in 1986 as a call center agent in New York City. Gene Caballero.

Call Center 140

Call Center call center software outsourcing Coaching 140