Calabrio

FEBRUARY 26, 2025

Poor work-life balance lowers morale and contributes to high turnover rates. On the flip side, companies that invest in workforce engagement strategies see significant improvements in both employee retention and customer satisfaction.

Coaching 64

Coaching Gamification Employee engagement Morale 64

Vistio

OCTOBER 15, 2024

High turnover disrupts operations, increases recruiting costs, and negatively impacts team morale. However, traditional retention strategies—like improving compensation or offering more benefits—don’t always address the root causes of why agents leave. Data-driven insights make these interventions more precise and effective.

Analytics 52

Analytics Coaching Morale Metrics 52

Myra Golden Media

JULY 15, 2019

Need some guidance on how to develop and execute a quality program that is robust, fair, and that your employees buy-in to – and one that doesn’t make your supervisors need to sip wine just to get through a coaching discussion with employees? Design Coaching Strategy. Develop Calibration Strategy.

Calibration 153

Calibration Coaching Morale Feedback 153

The Northridge Group

AUGUST 14, 2023

Additionally, contact centers must invest in streamlined and high-quality employee onboarding, continuous skill development, and coaching. When employees see an investment made in their development through coaching and continuous support, they can visualize their upward mobility.

Contact Center 120

Contact Center Coaching Morale contact center associations 120

Interaction Metrics

FEBRUARY 20, 2025

Here are 21 actionable strategies to improve your net promoter score and elevate your NPS the right way. Provide workshops and targeted coaching based on NPS insights. This not only boosts customer satisfaction but also enhances employee morale and engagement. Ready to transform your NPS strategy?

Surveys 62

Surveys Benchmark Feedback Metrics 62

Momentum Telecom

FEBRUARY 5, 2025

Below, well explore why real-time call analytics are a must-have, which insights to focus on in your strategy, and how Momentums Call Reporting for Microsoft Teams helps unify your voice data with the rest of your communication stack. Boost team morale Real-time call metrics help your agents and supervisors, too.

Analytics 52

Analytics Abandon Call Abandon rate Call Logging 52

Tethr

JUNE 5, 2020

Does your contact center need a morale boost? Improve employee morale and reduce call center stress using these strategies. A leadership team that thinks they’re above everyone else is a morale murderer. Surface impactful coaching opportunities to help your reps reach their goals regardless of where they are working.

Morale 64

Morale Contact Center Gamification Scripts 64

Call Design

FEBRUARY 19, 2025

Essential activities like coaching, performance development, and rolling out strategic initiatives are often postponed or cancelled as priorities change. Delivering Coaching, Training and Knowledge Effective coaching is the foundation of high-performing teams. Real Time Analysts therefore have a difficult task.

Time management 60

Time management Management Coaching Average Handle Time 60

SharpenCX

SEPTEMBER 30, 2020

Here are four strategies to follow to keep up with the future of omnichannel. So when your company considers where to place its efforts in omnichannel strategy, keep your customers’ needs and interests at the forefront. Coach your agents regularly, so they know how to listen to your customers and respond kindly. Until it was.

Chatbots 128

Chatbots Call flow Morale Contact Center 128

Calabrio

MARCH 25, 2025

This is where modern contact centers are turning to cutting-edge solutions, including AI, to deliver real-time performance tracking and more actionable coaching. Why it matters: CSAT directly reflects customer perception of service quality, providing valuable insights for agent coaching and process improvements.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

CSM Magazine

FEBRUARY 6, 2025

Here’s an insightful look into the concept, how it affects customer service, and actionable strategies to combat its effects effectively. Lower Morale Across Teams Disengagement is contagious. Offer training programs , coaching sessions, or mentorships to help employees sharpen skills and advance in their careers.

Customer Service 52

Customer Service Morale Coaching Surveys 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

Fonolo

NOVEMBER 3, 2020

Keynote Speaker and Official Forbes Coach. Executive Leader — Marketing, Strategy, Product, CX. The People Skills Coach ™ , Author of Leading Morale , Customer Service & Leadership Consultant. Suddenly, customer insights became the golden ticket!” ” — Annette Franz. CEO at CXJourney Inc.

Contact Center 167

Contact Center Coaching Consulting Consulting 167

Amplifai Coaching Category

AUGUST 24, 2023

Learn how AHT drives boosts productivity, improves agent morale, and drives customer satisfaction. Learn how to calculate average handle time, tips to improve your contact center's AHT, the pitfalls to avoid, and more.

Average Handle Time 97

Average Handle Time Morale Contact Center 97

Integrity Solutions

FEBRUARY 12, 2021

Have you created a customer service strategy that defines those expectations? . Not only is it important for your business and the customers you serve to have everyone behaving in appropriate ways, it’s important for morale. Implementing A Customer Service Strategy. Get Employee Input To Guide The Strategy.

Customer Service 75

Customer Service Morale Accountability Coaching 75

Calabrio

MARCH 7, 2025

So, it is imperative that organizations take steps to combat contact center agent attrition and implement strategies to retain talent. Ineffective Coaching and Training: Insufficient training and development opportunities can hinder agent performance and job satisfaction. But where to begin? Listen to your customers!

Call Center 52

Call Center Benchmark Contact Center Gamification 52

SharpenCX

AUGUST 19, 2021

Shopify employees (called Shopifolks) tout the pros of working at the company, like: Great people Remote work (without any micromanagement) Generous PTO Growth opportunities Positive team communication and morale. They keep team morale high. >> Read Next: 3 projects to refresh your customer service strategy today.

Customer Experience 137

Customer Experience Morale Consulting Consulting 137

Bill Quiseng

DECEMBER 15, 2014

Of course, the moral to the maxim is that ONLY results matter. Chik-Fil-A has implemented this strategy and it has been great for their business. My passion is in serving small business owner master their customers’ experience through my coaching offering. But that’s not exactly true. Oh, how the mighty have fallen!

Morale 152

Morale Upselling Coaching Customer Service 152

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. Legendary management consultant Peter Drucker is credited with saying, “Culture eats strategy for breakfast.” And I couldn’t agree more! What is Culture?

Morale 59

Morale Contact Center Accountability Coaching 59

Outsource Consultants

SEPTEMBER 14, 2021

Try These 3 Contact Center Strategies for Q4 Success. Call Deflection: This technology strategy diverts incoming calls to digital channels instead of bogging down your live agent queues. Higher customer satisfaction and higher agent morale. But luckily, there’s still time for you to get prepared for Q4 — before it’s too late.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

SharpenCX

APRIL 29, 2020

With the right workforce management strategies in place, you can hit all of your priorities. Use these workforce management strategies to run an efficient contact center, keep agents happy and still top customer expectations. Build in time for agent coaching. Coaching builds confidence in your agents. We’re here to help.

Coaching 76

Coaching Management Contact Center Morale 76

SharpenCX

MAY 12, 2020

Download Now: Help your agents get the hang of working in a call center with these 29 coaching techniques and facts. . Training is integral for providing a good customer experience, but it’s just as important in helping employee morale and engagement. I remember wondering, how am I ever going to get the handle of this?

Contact Center 128

Contact Center Customer Service Employee engagement Coaching 128

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. Rewarding your agents in general is a great strategy for engagement. Call center managers sometimes rely too heavily on data to inform coaching and performance measures.

Call Center 136

Call Center Surveys Coaching Best practices 136

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

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

Real Blue Sky

NOVEMBER 25, 2024

Continuous Feedback and Coaching: Regular feedback is vital. Leaders can prioritize mental health and well-being through several key strategies. Last, regular recognition and support boost morale and resilience. First, open and honest communication is vital.

Construction 52

Construction Morale Feedback Coaching 52

BlueOcean

FEBRUARY 25, 2019

This proved to be a highly effective strategy, with agents who’d received the revised training curriculum outperforming existing agents right out of the gate in metrics that measured the customer experience. 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

Serenova

MAY 1, 2020

According to research, 82% of North American employees do not think they receive adequate recognition at work, and that hurts productivity, morale and profitability—regardless of what else is happening in the world. It enables coaching sessions that are focused and individualized, prompting real conversations about an agent’s performance.

Morale 98

Morale Coaching Contact Center Quality management 98

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

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

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. The creativity that will go into their new workforce management and engagement strategies will make call centers pretty exciting places for some time to come.

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. Call review and coaching sessions contribute to team building. Here’s how. #1 1 By the Numbers.

Morale 48

Morale Quality management contact center workforce Employee engagement 48

Robert Davis

JANUARY 13, 2020

Let’s talk about the value of a coach in someone’s life. A coach can do that. At every level of sports, we see coaches who help the team perform and do what they can. Individuals are searching for coaches as personal trainers or as life coaches. It is clear that the coach’s role is important.

Coaching 48

Coaching Contact Center Call flow Morale 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. According to a report by PWC , 90% of CEOs believe customers have the biggest impact on company strategies.

Call Center 128

Call Center Metrics Benchmark Contact Center 128

Quality Contact Solutions

FEBRUARY 17, 2022

Strategic & Performance-Driven A strong sales leader can help build, refine, and execute their sales strategy based on experience, market knowledge, and best practices. Showing appreciation in group settings, like team meetings, and also acknowledging their individual contributions can help boost morale.

Sales 98

Sales Telemarketing Best practices Coaching 98

Calltools

MAY 3, 2023

But being able to implement the above strategies means first employing some lesser-known tips. Invest In Call Coaching Call coaching can be a great tool to build confidence in contact center agents. After all, happy agents make happy customers.

Contact Center 98

Contact Center Coaching Average Handle Time Analytics 98

SharpenCX

NOVEMBER 10, 2020

Then, put the performance data to work in your coaching and training plans. Step #2: Boost agent morale and performance through frequent training. Coach your agents frequently and make it a priority to check in with them daily. Read Next] Fit coaching into your daily workflow with Sharpen’s Quality Management tools.

Call Center 121

Call Center Customer Service Coaching Wait times 121