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

SharpenCX

SEPTEMBER 1, 2021

If they’re defensive or choose not to deflect instead of reflect, it says they may be resistant to coaching conversations. They spend most of their day problem solving and answering customer questions and should have all the tools, training, and coaching to competently answer those questions. What do they want coaching to look like?

Call Center 128

Call Center Coaching Contact Center Feedback 128

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

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

Balto

JUNE 13, 2022

Call scripts are used in contact centers of all shapes and sizes — across the industry, they are considered an easy way to help ensure all of a contact center’s agents are driving calls to the same goals. But if you manage a center with hundreds or thousands of agents, then trying to keep everyone on the same script is challenging at best.

Scripts 52

Scripts Contact Center Morale Best practices 52

SharpenCX

JUNE 10, 2021

Start with coaching and training. Create a strategy that sets your agents up for success, and coach them to always improve and reach their personal goals. Use in-line training paired with automation to cut down on the time you spend searching for coaching moments. Provide your agents with the right tools.

Morale 67

Morale Call Center Contact Center Coaching 67

Kayako

MARCH 9, 2017

Blog writing has positively affected my work place morale and helped me to fulfill career aspirations. Coaching, mentoring, and training new staff. “Coaching and mentoring has helped me scale my career in customer support. There is no difference between coaching your colleague and a customer.

Customer Service 87

Customer Service Engineering Coaching Self service 87

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. Feel free to go beyond the statistics as well. How could it not be?

Coaching 48

Coaching Morale Analytics Benchmark 48

Momentum Telecom

FEBRUARY 5, 2025

It also identifies recurring bottlenecks or training gaps so you can fine-tune scripts, processes, or onboarding. Boost team morale Real-time call metrics help your agents and supervisors, too. This data helps identify coaching needs or reward top performers, making performance management more objective and fair.

Analytics 52

Analytics Abandon Call Abandon rate Call Logging 52

SharpenCX

DECEMBER 30, 2019

Showing understanding and empathy makes customers happier than sticking to a tightly-knitted call script. Truth be told, how you manage and coach your team has a massive impact on customer happiness. Internally, it breaks down team morale. When your agents handle customer interactions, be sure they don’t lose the human touch.

Agent Empowerment 94

Agent Empowerment Contact Center Contact center software Morale 94

SharpenCX

MARCH 3, 2020

Eventually, the receptionist takes your paperwork, you’re led to a desk, handed a headset and script, and you’re told — get to work! Download Now: Learn how to better coach agents with 29 tactics and facts, starting with onboarding new employees. Rallying your team around a common purpose is good for morale (and good for business).

Contact Center 86

Contact Center Coaching Call Center call center software 86

Noble Systems

FEBRUARY 4, 2019

Improves employee morale. Fair and unbiased feedback improves agent morale. When your agents know with certainty that they are all being evaluated on the same scale, and that they are all receiving feedback on a regular basis, they are confident that they are receiving a fair appraisal which helps to improve their morale.

Gamification 62

Gamification Feedback Morale Employee engagement 62

Integrity Solutions

SEPTEMBER 28, 2023

They don’t want ten minutes of on-hold music only to hear canned, scripted responses that ignore their real issues and needs. Training and coaching will activate your values and make them visible to the customer. Managers have to coach and set expectations around a customer-focused approach. Customers want empathy.

Customer Service 110

Customer Service Coaching Contact Center Banking 110

Balto

JANUARY 18, 2025

Supervisors Monitoring performance and coaching agents in real-time. Managing a Call Center Team: The Key Roles That Drive Success Managing a call center is like coaching a sports team. Supervisors The Coaches Supervisors are in the trenches. Key Focus Areas: Real-time coaching and feedback loops. Flip the script.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 17, 2025

Supervisors Monitoring performance and coaching agents in real-time. Managing a Call Center Team: The Key Roles That Drive Success Managing a call center is like coaching a sports team. Supervisors The Coaches Supervisors are in the trenches. Key Focus Areas: Real-time coaching and feedback loops. Flip the script.

Best practices 52

Best practices Call Center Metrics Management 52

SharpenCX

JUNE 30, 2021

And if you use a platform like Sharpen’s , you can pair your omnichannel service with training and coaching all in the same platform. Project 2: Create a Compelling Coaching and Training Program (& Make Use of These Resources!). Productive coaching and training doesn’t just happen organically. Learn More ]. Read More] .

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

Balto

MARCH 3, 2025

Smart Sentiment Analysis Features: Tone detection Emotion recognition Context understanding Cultural nuances Real-time transcription services convert conversations into searchable text, enabling instant quality monitoring and coaching opportunities. The system suggests relevant solutions without forcing rigid scripts.

Call Center 52

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

Balto

JANUARY 3, 2025

Modern platforms provide real-time guidance , allowing agents to receive in-the-moment coaching while maintaining compliance and efficiency. Modern call center quality management transforms coaching into a positive, collaborative process that builds confidence, improves agent performance, and aligns teams with company goals.

Best practices 52

Best practices Call Center First call resolution Coaching 52

Enghouse Interactive

JULY 29, 2021

And it may be no more than an innocent, off-script comment that causes the issue. Recordings can help ensure that agents focus on, and adhere to, proper scripting and processes. Global Privacy Requirements – Quick Reference. But as regulations increase, so does the risk that your organization is, or can be, out of compliance.

Scripts 97

Scripts Contact Center Benchmark CRM 97

Balto

DECEMBER 16, 2022

With an increased emphasis on agent empowerment, your teams can feel increased confidence and morale, and provide an improved customer experience. Involve them in the script-writing process. One cheat code towards empowered agents? Rather than supplanting agents, it will support their workflows and help them achieve more.

Contact Center 52

Contact Center Agent Empowerment Self service Scripts 52

Calltools

AUGUST 5, 2020

Some of the tools your remote employees deserve include: A good CRM Call monitoring Whisper coaching IVR (interactive voice response) Metrics Imagine your employees trying to function without these tools. Losing whisper coaching means that they won’t get the feedback that they need to close difficult deals.

Call Center 52

Call Center Management Interactive Voice Response Real estate 52

SharpenCX

OCTOBER 8, 2019

Then, eliminate specific pain points in their experience and coach for empowerment. Tailor their coaching and in-line training to address issues specific to each agent. And, get specific with your agent coaching and training. Coach your agents to improve all service interactions. Customer Satisfaction. Learn more.

Coaching 59

Coaching Average Handle Time Customer Experience Metrics 59

Noble Systems

FEBRUARY 4, 2019

Improves employee morale. Fair and unbiased feedback improves agent morale. When your agents know with certainty that they are all being evaluated on the same scale, and that they are all receiving feedback on a regular basis, they are confident that they are receiving a fair appraisal which helps to improve their morale.

Gamification 47

Gamification Feedback Morale Employee engagement 47

CSM Magazine

APRIL 25, 2022

How many times have you called into a contact center and felt like the other person on the end of the line was reading from a script? Too many constrictions are bad for employee morale. Give your employees the freedom to ‘go off script’ and really connect with customers on a human level.

Scripts 52

Scripts Morale Banking Contact Center 52

Calltools

SEPTEMBER 1, 2021

During these training sessions, coach agents on call scripts and customer service. Having clear standards for what is expected of an agent on a call is essential and good for team morale. No matter how much experience an agent has, they need to be an expert in your brand.

Interactive Voice Response 59

Interactive Voice Response Customer Experience CRM Call Center 59

Horizon CX

FEBRUARY 29, 2024

Impact on Employee Morale: Perfunctory service doesn’t just affect customers—it also takes a toll on employee morale. Overall, the implications of perfunctory service are far-reaching and can have detrimental effects on customer satisfaction, loyalty, brand reputation, employee morale, and business growth.

Morale 52

Morale Customer centricity Upselling Feedback 52

CrazyCall

APRIL 16, 2019

Finding out what metrics you should be focusing on, what are the best ways to train your agents, and which one is the best script that your agents should use can not only improve the quality of the service, as it can also result in building a less stressful work environment in which agents are more efficient whilst providing great service.

Best practices 70

Best practices Call Center Scripts Customer centricity 70

NobelBiz

JUNE 5, 2023

In short, you can measure the performance of an outbound call center by two means: either judging by the call quality or coaching call agents. Crafting a Compelling Script A well-crafted script can be a powerful tool for outbound lead generation. However, creating a script that is persuasive yet not pushy can be a daunting task.

Call Center 52

Call Center Scripts CRM Contact Center 52

JustCall

APRIL 15, 2024

They are forced to rigidly follow scripts and procedures. They feel stifled by having to follow set procedures and scripts rigidly, which makes them feel undervalued. Empower agents Micromanagement and rigid scripts make agents feel disrespected. Every call is scrutinized rather than being trusted to do their jobs.

Call Center 52

Call Center Agent burnout Scripts Metrics 52

SharpenCX

OCTOBER 8, 2019

Then, eliminate specific pain points in their experience and coach for empowerment. Tailor their coaching and in-line training to address issues specific to each agent. And, get specific with your agent coaching and training. Coach your agents to improve all service interactions. Customer Satisfaction. Learn more.

Coaching 52

Coaching Average Handle Time Customer Experience Metrics 52

Balto

NOVEMBER 2, 2023

Technology can also help contact centers guide and coach agents by easily identifying their strengths and weaknesses. These inefficiencies can be a result of low agent morale, high turnover rates, agent burnout, and a lack of self-service channels. This results in happier, more loyal customers.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

NobelBiz

JUNE 19, 2023

This enables them to identify areas for improvement and provide timely feedback and coaching to agents. This process helps in identifying areas of improvement and facilitating effective coaching. Equip them with the necessary skills to monitor calls, identify problems, and provide effective coaching.

Call Center 52

Call Center Coaching Contact Center Metrics 52

Outsource Consultants

FEBRUARY 9, 2025

This scorecard should assess factors like adherence to scripts, problem-solving skills, and customer rapport. Share these scorecards with agents and use them as a basis for coaching and performance improvement. This not only improves skills but also boosts team morale and cohesion.

Call Center 67

Call Center Customer Support outsourcing Interactive Voice Response 67

JustCall

OCTOBER 16, 2023

In fact, two out of ten customers are hit with this script (or any of its variations) before their call is transferred. The delayed resolution and poor results will further dampen morale. “I need to transfer this call to assist you better. Can I please place your call on hold?”

Customer centricity 52

Customer centricity Contact Center Contact center software Morale 52

NobelBiz

OCTOBER 8, 2024

Call Monitoring: Supervisors can listen in on calls, providing real-time coaching and support to agents. Customizable Scripts and Templates: Provide your sales team with personalized scripts and templates tailored to different target audiences, improving their confidence and effectiveness.

Outbound sales 52

Outbound sales Sales CRM Call Center 52

ROI CX Solutions

DECEMBER 6, 2024

Provide ongoing feedback and coaching: Maintain a culture of ongoing performance management with regular feedback and coaching to develop agents and help them succeed. On top of that, when agents see progress and develop new skills, morale improves, and turnover may drop because people feel more satisfied and valued.

Call Center 52

Call Center Interactive Voice Response Contact Center Average Handle Time 52

Tenfold - Contact Center Blog

DECEMBER 28, 2017

With automated, real-time monitoring of voice pitch, scripting, and key words on social, SMS or chat, call center operations can intercept negative customer interactions and provide a high level of service as incidents occur. This is an effective means to slowing turn around and improving productivity by boasting morale.

call center workforce 54

call center workforce Call Center Technology Management 54