Balto

JULY 12, 2022

As we continue our series into Key Performance Indicators (KPIs) for contact centers, we’re turning our attention to managers and supervisors. But what about our managers? These are the folks that keep our operations running smoothly: training and coaching our agents, and working to improve overall customer satisfaction.

Management 52

Management Coaching Contact Center Average Handle Time 52

Playvox

FEBRUARY 20, 2024

However, managing remote teams effectively comes with its own set of challenges. While there are many benefits of remote teams, managing remote teams effectively comes with its own set of challenges. And, it’s forced companies to get creative in their management practices to figure out how to best manage remote teams.

Management 88

Management Gamification Calibration Quality management 88

SharpenCX

DECEMBER 12, 2018

All that cheer and joy comes jam-packed with lofty time management expectations and an added dose of expenses. Everyone has too little time and too many priorities. The post A Coaching Framework to Sail Through the Holidays appeared first on Sharpen Contact Center Software. I blinked and we’re half-way.

Coaching 64

Coaching Contact center software Contact Center Time management 64

Integrity Solutions

OCTOBER 16, 2018

To develop your sales coaching strategy, you first need to understand where your organization’s level of coaching is right now. Figuring out your sales coaching strategy has become a hot topic in business today, and for good reason. Many organizations now recognize that coaching is critical for building skills and capacity.

Coaching 49

Coaching Sales Accountability Management 49

CCNG

NOVEMBER 9, 2022

The warp-speed migration to work-from-home complicated things further—IT and operations management continue to augment processes and technologies to support an evolving landscape of remote and hybrid teams. Use game mechanics as a core component of your performance management and employee engagement strategy.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

Playvox

MARCH 29, 2022

As one of the newest terms to enter the contact center space, workforce engagement management (WEM) is much more than a simple change in the words we use. So what is workforce engagement management? Why Workforce Engagement Management Matters. Workforce engagement management products get to the heart of human motivation.

Management 60

Management Contact Center Coaching Quality management 60

NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? The Need for Hyper Efficiency in Call Centers As a call center operations manager, you need to stay on top of the latest trends in hyper efficiency to ensure that your organization is successful.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

LiveVox

OCTOBER 30, 2023

The contact center industry’s transition to flexible work arrangements has introduced new complexities for frontline managers. With agents working from home, full or part time, it can be difficult to monitor their interactions with customers, track their productivity, provide timely feedback and coaching, and do so in real time.

Analytics 90

Analytics Coaching Contact Center Feedback 90

CSM Magazine

MARCH 23, 2016

There is not a manager out there, that doesn’t have a story to tell about the lessons they learned in their first roles of managing people and teams. Many first time leaders are promoted into their first roles, based on competence or technical skills. 7 Downfalls of First Time Managers. Rely on Title.

Time management 45

Time management Management Construction Feedback 45

Connect First

MAY 1, 2018

Call center supervisors juggle a multitude of responsibilities including expert service provider, coach, trainer, mentor, motivator and often times manager.

Coaching 40

Coaching Call Center Time management Management 40

Playvox

JUNE 7, 2023

When I worked in contact centers, people would ask what I did for a living, and I would say Workforce Management. While workforce management on the whole can sound boring, high-tech, and at times confusing, there is logic to the madness. A workforce management solution is a must in a successful customer service center.

Management 52

Management Contact Center Abandon rate Metrics 52

CSM Magazine

MAY 16, 2024

Workshops and courses focusing on leadership principles , conflict resolution, and team motivation strategies can empower leaders to manage their teams more effectively. Time Management Courses Customer support environments are often fast-paced and require juggling multiple tasks simultaneously.

Customer Support 52

Customer Support Coaching Construction CRM 52

ChurnZero

MAY 15, 2024

We asked CSMs to select which aspects of leading a team their manager is good at. Our top three results: Making time for me when I need them. (73%) 67%) Elsewhere in the survey, 68% of CSMs say they like and appreciate their managers. Our top three results: Making time for me when I need them. (73%)

Chief Customer Officer 52

Chief Customer Officer Coaching Surveys Best practices 52

Peter Lavers

FEBRUARY 27, 2018

When you’re providing training on hard skills, look to also teach your reps to manage customer expectations. Provide continuous coaching. Like any other employee, reps need time, practice, and professional development to hone their craft. That’s where coaching comes in. That’s where coaching comes in.

Customer Service 249

Customer Service Coaching Chatbots Best practices 249

Playvox

JANUARY 25, 2024

Are you taking the right steps to evolve toward workforce engagement management? Operational costs – Agents who aren’t invested or lack training, feedback, or coaching tend to be inefficient, ultimately costing your business financially. However, the two main components are Quality Management and Workforce Management.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

SharpenCX

FEBRUARY 4, 2020

Download Now: Master your manager skill set with 29 tactics and strategies to better coach agents. These are skills like time management and organization, oral and written communication skills, or the willingness to collaborate. As a manager of a contact center, your role is essential to the care of your customer base.

Call Center 84

Call Center Management Coaching Contact Center 84

Hodusoft

JUNE 7, 2024

Call Center Management: Challenges, Strategies, Tips, and Best Practices In today’s time, setting up a call or contact center is extremely easy. In such time, the words of noted American business executive, chemical engineer, and writer Jack Welch ring true even after so many years. Why do businesses need call center management?

Best practices 52

Best practices Call Center Omni-channel support Management 52

Playvox

FEBRUARY 27, 2024

A related term, workforce engagement management (WEM), recently coined by Gartner, has rapidly become the business strategy, processes, and related technologies of choice. AI-driven tools and platforms are shaping the way contact centers engage with and manage their workforce. But it goes beyond enabling automation.

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

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

ChurnZero

JULY 9, 2024

CSMs’ roles have also changed, with technical CSMs assuming commercial responsibilities that used to be the domain of account managers. So, we need to coach and support CSMs to have these conversations and coach CSMs on balancing long-term impacts and immediate issues. 59% of this group listed burnout as a factor.

Coaching 98

Coaching Upselling Management Accountability 98

CX Accelerator

DECEMBER 31, 2018

Other Actions: Coach your leaders to use the leadership behaviors you'd like to see, taking care to model how you want them to coach their direct reports.Ask your leaders to emulate the service vision when working with employees. From Jeremy Hyde: How do your leaders calibrate on what they “coach” on and how/when they approach it?

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

ShepHyken

SEPTEMBER 19, 2017

Shep Hyken interviews Judy Hoberman, President of Selling in a Skirt – international speaker, trainer, coach, mentor, and author, who has a passion for customer experience. T – Time Management – It doesn’t matter who you are, everyone struggles with some sort of time management. Then you are in the right place!

Coaching 213

Coaching Time management Customer Experience Customer Service 213

Monet Software

APRIL 24, 2020

Management and motivational techniques are also required to overcome these new challenges. And they should take into account that remote work generally requires more independent time management skill and tech savvy than on-site employment. Manage to the Metrics. So let’s get started! The Rules Still Apply.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

CX Global Media

OCTOBER 3, 2018

It’s also critical that new supervisors and team managers receive the necessary training as they move into this new leadership role. Just like frontline staff and executives need ongoing coaching, supervisors need ongoing development too. appeared first on Call Center Coach. Essential Skills. Ongoing Development.

Call Center 174

Call Center Coaching Contact Center Time management 174

Call Design

SEPTEMBER 2, 2021

If you’ve been in the contact centre space for more than a few hours, you’ve likely heard some version of the unofficial motto “Connecting the right interaction, to the right agent, at the right time.” We define our agents as “top producers” or “needs coaching”. DIRECTOR OF WORKFORCE MANAGEMENT AND ANALYTICS AT WORLD TRAVEL HOLDINGS.

Schedule adherence 148

Schedule adherence Coaching Finance Interactive Voice Response 148

Virtual Live Labs

SEPTEMBER 30, 2020

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. It’s no wonder contact center managers, supervisors and team leaders are nervous about losing their jobs.

Coaching 130

Coaching Contact Center Employee engagement Accountability 130

Virtual Live Labs

SEPTEMBER 30, 2020

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. It’s no wonder contact center managers, supervisors and team leaders are nervous about losing their jobs.

Coaching 130

Coaching Contact Center Employee engagement Accountability 130

Serenova

AUGUST 25, 2020

For this reason, workforce management has become a core focus of discussion amongst leaders looking to take their contact centers to the next level. However, a recent study highlighted that more than 69% of businesses still have no cross-channel workforce management solution in place. What is Workforce Management?

Contact Center 40

Contact Center Schedule adherence Management Coaching 40

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

JustCall

OCTOBER 19, 2023

About 63.37% of leaders feel making WFH a permanent option should be essential: However, maintaining employee productivity for any contact center manager is near impossible, no matter how much they micro-manage. Time Management Problems: Your remote workers may have gotten used to working in more flexible schedules.

virtual call center 52

virtual call center Sales call center software Scripts 52

CustomerSuccessBox

JUNE 8, 2022

The capacity to forecast that a specific customer is at a high risk of churning while there is still time to do something about it is a major new possible revenue generator for any company. We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! Q: Please introduce yourself.

Management 52

Management Upselling Accountability Metrics 52

Etech GS

JANUARY 7, 2020

Coach John Wooden of UCLA won 11 national championships in 12 years, yet he never stopped searching for ways to learn more, improve himself, and improve his teams. He leveraged the knowledge of basketball from his experience as a player and the wisdom of his coaches (Earl Warner, Glenn Curtiss, and Piggy Lambert). General knowledge.

Coaching 94

Coaching Education Surveys Time management 94

Integrity Solutions

MARCH 9, 2022

Against the backdrop of The Great Resignation, it’s something sales leaders and talent management leaders have to address head on, especially since burnout is now the number one reason people are quitting. It could be a problem with the sales process or time management skills. Prioritize Coaching.

Sales 70

Sales Coaching Multichannel Feedback 70

CSM Magazine

MARCH 6, 2024

This software gives managers peak productivity times and lesser-known bottlenecks that slow down processes. Improved Time Management Efficiency is key to managing time better. It’s all about using time wisely. Employees can show off their self-discipline and time management skills.

industry standards 52

industry standards Benchmark Coaching Accountability 52

CSM Magazine

MAY 12, 2022

In this workforce wellbeing management series, we’re bringing a magnifying glass to the current state of the contact centre, the rising stress levels in contact centres, and the action plan required to address them. Performance coaching – ‘out of sight’ should definitely not mean ‘out of mind’.

Coaching 59

Coaching Analytics Chatbots Self service 59

CSM Magazine

OCTOBER 27, 2023

These skills gained through comprehensive call center coaching equip them to better understand client needs and articulate solutions. Improved Customer Satisfaction Enhancing versatile skills in customer service leads to improved satisfaction as it allows representatives to effectively handle a variety of customer issues.

Customer Service 64

Customer Service Customer centricity Coaching Customer retention 64

Robert Davis

AUGUST 11, 2020

For Supervisors: Coaching Your Work-From-Home Agents for Maximum Results. Davis and Associates ( [link] ) is excited to present three online courses designed to maximize the performance of supervisors, leaders at all levels, and contact center agents in the work-from-home environment. For Leaders at Any Level: Proven Leadership Tactics.

Contact Center 62

Contact Center Coaching Accountability Time management 62