Calabrio

APRIL 23, 2025

Interaction recordings, quality scores, adherence metrics, customer sentimentthe list goes on. Too often, performance conversations are informed by siloed spreadsheets and lagging metrics. One tool that speaks to the needs of coaches, analysts, and contact center leaders alike. But the real challenge isnt gathering data.

Contact Center 52

Contact Center Coaching Schedule adherence Agent burnout 52

Calabrio

MARCH 5, 2025

Effective call quality monitoring solutions and the contact center quality management programs they support provide valuable insights that drive agent coaching, process optimization, and ultimately, increased customer satisfaction and loyalty. Why is call quality monitoring so important in the contact center?

Best practices 52

Best practices Coaching Scripts Contact Center 52

GetFeedback

AUGUST 14, 2019

Measuring just a piece of this journey can seem short-sighted or not as powerful as other CX metrics, like Net Promoter Score (NPS). CX shouldn’t ever be measured by one metric alone. Customers and their experiences are complex and nuanced, so there’s no perfect metric. Goal 2: Coach employees. Ways to use CSAT .

Metrics 109

Metrics Journey mapping Surveys Coaching 109

Customers That Stick

OCTOBER 2, 2014

Kate Nasser, The People Skills Coach™ , is a smart, energizing, experienced speaker, coach, and workshop leader. Moreover, some companies have minimized the focus on care and maximized the focus on scripts and metrics — not great for people skills.

Coaching 152

Coaching Government Scripts Employee engagement 152

OctopusTech

FEBRUARY 21, 2025

Call Analytics and Reporting Call centers for lawyers provide detailed analytics, allowing your firm to track call metrics such as volume, number of missed calls, and call duration. With call whispering and live coaching, the call agents get all the support they need without the customer on the other end knowing.

Call Center 62

Call Center Interactive Voice Response virtual call center Coaching 62

Calabrio

APRIL 24, 2025

QA specialists spend hours on repetitive tasks, diverting resources that could be used for higher-value activities like strategic analysis and targeted coaching. Automated Compliance Monitoring Proactively identifies and flags interactions with potential compliance breaches or adherence issues based on predefined rules and scripts.

Quality management 52

Quality management Customer Experience Management Coaching 52

Callminer

SEPTEMBER 23, 2020

Call centers that implement agent performance management solutions equip their agents with the ongoing coaching and training needed to perform at their best. “A good outbound sales script contains a strong connecting statement. Keep metrics in mind and up to date. Aim to connect. Work on vocal dynamics as well.

Best practices 182

Best practices Call Center Outbound sales Telemarketing 182

Callminer

JULY 5, 2018

Call centers that utilize automated call scoring define the metrics they want to track on every call such as script adherence, industry compliance wording, voice inflection, and long spans of silence. Once you input these metrics, the software automatically scores every interaction. Customize trainings.

First call resolution 157

First call resolution Call Center Average Handle Time Contact Center 157

SharpenCX

SEPTEMBER 25, 2020

Coach your agents to be conversational with their customers. But ditch the scripts. Download Now] Get real about coaching your agents with these 7 action points. Especially if they’re working hard to meet their Average Handle Time metric. Read Now] Coach agents to create urgency, not emergency.

Contact Center 128

Contact Center Coaching Scripts Average Handle Time 128

Tethr

JUNE 1, 2020

Traditional QA scorecard criteria doesn’t allow businesses to measure the metrics that matter most. Typical scorecard metrics—did the agent use the proper greeting, say the customer’s name three times, thank them for their loyalty, follow compliance scripts, etc.—may Register today to save your spot.

Metrics 72

Metrics Scripts Coaching Accountability 72

Balto

JULY 7, 2022

When agents make mistakes on calls that lead to negative outcomes, it’s because they forget what to say and should be coached. When agents intentionally go off script, it’s because they are improvising to get a better call outcome and should be encouraged. It may take a few sessions before coaching and training effectively sink in.

Scripts 52

Scripts Coaching Surveys Construction 52

Balto

JUNE 23, 2022

“The anti-script doesn’t mean that you should wing it on every call… what anti-script means is, think about a physical paper script and an agent who is reading it off word for word… you’re taking the most powerful part of the human out of the human.” Share on Twitter. Share on Facebook.

Scripts 52

Scripts Coaching Contact Center Surveys 52

Balto

JANUARY 6, 2025

Insightful Data-Driven Reports: Track long-term quality trends and assess coaching effectiveness through comprehensive reports. Automated recommendations also aid in specialized coaching, improving dialogue quality and overall outcomes for your company and customers. Key Highlights: AI-driven Insights: Convin.ai

Call Center 52

Call Center Coaching Surveys Contact Center 52

SharpenCX

JUNE 2, 2021

In fact, 37% of companies lack time to collect and analyze their QA data, 31% struggle to have the time and resources to coach and train people to read the data, and 25% lack the necessary technology to do so. Let’s consider four topics that will directly impact your call center QA and improve your training and coaching.

Coaching 67

Coaching Call Center Scripts Analytics 67

Calltools

MAY 27, 2020

Call scoring is like an NFL game, where your sales agents are players and you’re the coach. Like linebackers or wide receivers, each agent has a unique role to play in winning the game; you are the coach that helps your team grow and function well together. Following call scripts. Improve call scripts.

Coaching 52

Coaching Government Scripts Metrics 52

Callminer

JUNE 3, 2019

The problem: Agents are at the frontline when it comes to customer experience – and so their performance plays a huge factor in company metrics. These situations put your employees at a high risk to not correctly solve a customer inquiry—something that simply can’t be resolved with a script. Improper training leaves agents unprepared.

Best practices 140

Best practices Average Handle Time Coaching Analytics 140

CSM Magazine

JANUARY 2, 2025

Blend initial sessions with ongoing coaching to keep empathy top of mind. Empathy in Customer Interaction Scripts Customer interaction scripts can easily sound roboticunless you build empathy into them. While scripts are useful for guiding conversations, they work best when framed with language that feels human and heartfelt.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

SharpenCX

MARCH 25, 2021

But how can you effectively coach and improve the performance of a dispersed workforce? And using data from real customer conversations gives you the context you need to effectively coach your team. That’s why I’m diving in on how to use speech analytics to improve coaching and engagement in your call center. .

Coaching 67

Coaching Call Center Analytics Quality management 67

Balto

JANUARY 17, 2025

Youre dealing with metrics and KPIs, sure, but also human emotions, tech stacks, and rapidly evolving customer expectations. Monitoring call center performance metrics is crucial for ensuring smooth customer interactions and motivated agents. Supervisors Monitoring performance and coaching agents in real-time. Its an ecosystem.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 18, 2025

Youre dealing with metrics and KPIs, sure, but also human emotions, tech stacks, and rapidly evolving customer expectations. Monitoring call center performance metrics is crucial for ensuring smooth customer interactions and motivated agents. Supervisors Monitoring performance and coaching agents in real-time. Its an ecosystem.

Best practices 52

Best practices Call Center Metrics Management 52

CSM Magazine

JANUARY 2, 2025

Blend initial sessions with ongoing coaching to keep empathy top of mind. Empathy in Customer Interaction Scripts Customer interaction scripts can easily sound roboticunless you build empathy into them. While scripts are useful for guiding conversations, they work best when framed with language that feels human and heartfelt.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

Serenova

JULY 7, 2020

It’s no longer about simply training agents to work faster with the singular goal of reducing contact resolution metrics. Scripting to facilitate conversations. Guiding agents through each conversation with real-time scripting helps reduce first-call-resolution times.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

SharpenCX

DECEMBER 2, 2020

Do agents have access to daily performance metrics? How can we improve your training and coaching? Surface your team’s top three performance metrics to each agent and show them their daily progress against those metrics. ( How to upskill your agents with frequent coaching and better metrics. Hey, over here!

Call Center 128

Call Center Customer Service Contact Center Metrics 128

Callminer

FEBRUARY 4, 2021

Now more than ever, organizations need to actively manage the Average-Speed-of-Answer (ASA) metric. Coaching needs to happen in real time from management. If that requires specific training for your staff or changes to call scripts to further show you are there for your customers, then that should absolutely be done.

Call Center 345

Call Center Contact Center Finance Consulting 345

Momentum Telecom

FEBRUARY 5, 2025

Accept that you will need to move past basic call metrics Some organizations track basic metrics like total calls or average handle time. How real-time call metrics transform decision-making A successful decision-making process needs actionable data. Here are a few ways real-time call metrics transform decision-making.

Analytics 52

Analytics Abandon Call Abandon rate Call Logging 52

JustCall

MARCH 22, 2022

It involves continuous efforts to coach and better sales teams. Sales coaching plays a key role in raising a high-performing team of sales representatives. But statistics show that with excellent sales coaching, sales teams can attain 91% attainment of sales quota. So, are you tapping into coaching for your sales reps?

Coaching 52

Coaching Sales Scripts Construction 52

Balto

FEBRUARY 20, 2023

Myth: Call coaching software is only helpful for onboarding new agents. Fact: 61% of tenured agents use call coaching software and those who do have higher job satisfaction and other success metrics across the board. How Does Call Coaching Software Help New Agents? How Does Call Coaching Software Help Tenured Agents?

Coaching 52

Coaching Gamification Average Handle Time Contact Center 52

SharpenCX

DECEMBER 23, 2019

Knowledgeable agents have access to the metrics they need to measure (and improve) performance regularly. Use these 7 agent-first metrics to give your team the performance knowledge they need. An agent who lets their bad attitude seep into the customer service experience flips the script and diminishes trust.

Contact Center 107

Contact Center Customer Service Coaching Contact center software 107

CSM Magazine

JUNE 28, 2022

AI Coach helps contact center leaders develop top-performing customer-facing teams with AI Conversation Simulation. Zenarate AI Coach helps leading brands develop top-performing customer-facing teams through AI conversation simulation. Zenarate’s AI Coach is used worldwide every day in over a dozen countries, including the U.S.,

Coaching 52

Coaching Contact Center Healthcare Scripts 52

ROI CX Solutions

FEBRUARY 25, 2025

Businesses can fine-tune their workforce strategies with performance metrics offered by WFM tools. Some of the most prominent workforce management processes include recruiting, hiring, HR management, performance management, coaching, and scheduling. Workforce management software analyzes these metrics to help plan staffing levels.

Call Center 52

Call Center Management call center workforce Employee engagement 52

Fonolo

JANUARY 31, 2023

Simply put, call center training is any course, seminar, video, coaching session, or other activity that teaches the skills and behavior required for success in a call center. Mentoring or coaching With the right guidance, there’s always an opportunity for one-on-one learning, which can be very effective. What is Call Center Training?

Call Center 141

Call Center Contact Center Coaching Gamification 141

Education Services Group

OCTOBER 26, 2022

Here are some helpful coaching tips: Help CSMs remove tactical communications out of their recurring strategic meetings. Coach CSMs on forecasting scenarios that may negatively impact their customers and strategies to provide them with predictive and proactive information early to build trust.

Coaching 52

Coaching Scripts Education Metrics 52

aircall

APRIL 21, 2017

To use scripts or not to use scripts? We’ve looked at the advantages of call center scripts. However, customers can smell stilted call center scripts from a mile away. If you opt to write scripts for your outbound calls strategy, the trick to craft them to help agents without tying their hands.

Best practices 81

Best practices Scripts Outbound sales Coaching 81

Hodusoft

JULY 19, 2023

Improved Reporting and Analytics: Inbound call center software offers comprehensive reporting and analytics capabilities, providing insight into call volume, agent performance, customer satisfaction, and other key metrics. Track key metrics such as call volume, wait time, average handle time, and agent performance.

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98

Balto

MARCH 3, 2025

Smart routing systems direct calls to the most qualified agents based on skills, availability, and past performance metrics. The system suggests relevant solutions without forcing rigid scripts. Performance metrics show that agents supported by automation tools resolve issues faster and receive better customer feedback scores.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52

Balto

JANUARY 21, 2025

Thats where call center agent performance metrics come in. When the right metrics are tracked and acted upon, the results are undeniable. Lets explore how these performance metrics provide the foundation for a thriving call center and set you up to exceed both customer and business goals. But how do you measure success?

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Global Response

MAY 15, 2023

Establishing Quality Control Processes First things first: in order to improve your call center quality control, you’ll need to establish baseline metrics—understanding where you are now—as well as define KPIs for the future—understanding where you want to be. What KPIs and metrics are most important for your call center?

Call Center 62

Call Center Scripts Coaching outsourcing 62