CX Global Media

JULY 10, 2019

In some cases, technology has been a major factor in performance gains. It’s important to note that you want to be certain not to place too high of an expectation on technology to fix systemic causes preventing higher agent performance. If fact, most often technology has accelerated poor performance in these instances.

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Contact Center Morale Coaching Chief Customer Officer 120

CX Global Media

JULY 11, 2019

In this session we will explore methods of leadership communication that will enhance the morale and performance of your center’s workforce. EXPERT SESSION – Leaders, 7 Steps to Engage for High Morale and Performance! Kate Nasser The People Skills Coach™ & Author of Leading Morale.

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Contact Center CCNG Morale Coaching 120

CSM Magazine

MARCH 28, 2025

Talk About It Discussing your feelings of imposter syndrome with a trusted peer, mentor, or coach can provide relief and perspective. Your leadership shapes team morale, and your dedication to excellent service has a direct influence on customer loyalty and satisfaction. Don’t be afraid to take advantage of these.

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Customer Service Management Morale Feedback 52

Fonolo

AUGUST 17, 2021

With the latest call center technologies, identifying and measuring Key Performance Indicators (KPIs) is a breeze. Ask agents for feedback, resolve issues, monitor performance, and take active steps to boost morale in the office. Use and evaluate your technology. Top Contact Center Technology Trends You Shouldn’t Ignore.

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Call Center Abandon rate Average Handle Time First call resolution 156

Vistio

OCTOBER 15, 2024

High turnover disrupts operations, increases recruiting costs, and negatively impacts team morale. Here are some strategies for leveraging analytics in retention efforts: Personalized Coaching and Development: Analytics can help managers identify areas where agents may need additional coaching or support.

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Analytics Coaching Morale Metrics 52

CSM Magazine

FEBRUARY 6, 2025

Lower Morale Across Teams Disengagement is contagious. Other employees may grow frustrated, contributing to a workplace culture that tolerates mediocrity, further threatening both team morale and customer satisfaction. When quiet quitting becomes common within a team, it can create a ripple effect.

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Customer Service Morale Coaching Surveys 52

Fonolo

NOVEMBER 24, 2020

“I see the CX industry finding new, faster and more efficient ways to meet their customers’ needs, maybe through the use of new technology, while also balancing a deeply personal, empathetic human connection.” And that’s the driving force behind most of this year’s trends. COVID-19 Made Customers More Empathetic.

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Contact Center Average Handle Time Consulting Consulting 159

Call Center Weekly

JULY 18, 2017

Constantly checking up, interrogating, or otherwise showing you do not trust them to do their job will decrease their productivity, morale, and performance. Taking advantage of the mobility that technology offers! Embrace the technology that connects us. Trust them to do their job, and embrace the technology available to you.

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Morale Employee engagement outsourcing Coaching 120

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. Similar to how call-back technology makes agents’ work easier , clear and concise survey questions make it easier for agents to complete the survey. Go easy on the open-ended questions.

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Call Center Surveys Coaching Best practices 136

Calabrio

APRIL 11, 2025

Does technology ever stand in the way of effective issue resolution? Technology proficiency: Ensure agents can confidently navigate the essential tools, including logging into systems, using the basic functions of the CRM, handling contacts through the communication platform (phone, chat, etc.),

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Contact Center Coaching Call Center Average Handle Time 52

Outsource Consultants

SEPTEMBER 14, 2021

Tip the Scales with Technology. The most powerful technology pairings in 2021 include call deflection, AI, and automation systems that work in harmony. But what do these specific technologies actually do? Higher customer satisfaction and higher agent morale. Technology is a tremendous tool with huge benefits.

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Contact Center Interactive Voice Response Morale Abandon rate 125

Fonolo

JULY 27, 2021

You can accurately fill out scorecards using technology such as real-time call monitoring. Every agent has unique strengths, and recognizing them improves agent morale. Offer coaching sessions and mentorship. Consider offering mentorship opportunities or coaching sessions to help agents improve their performance.

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Call Center Abandon rate First call resolution Construction 142

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. The same can be said of technology. Think of it as an iceberg: Above the water you have technology, products, and strategy. What is Culture?

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Morale Contact Center Accountability Coaching 59

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. It can also reveal issues with technology or opportunities for automation. Why it matters: Optimizing ACW improves agent productivity and data accuracy.

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Call Center Metrics Abandon rate Coaching 52

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.

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Call Center Self service Gamification Contact Center 196

TechSee

OCTOBER 10, 2019

In addition, a culture of collaboration builds stronger morale for agents who see themselves as part of a bigger picture, working together to achieve company goals, rather than racing to meet their own quotas. Implementing new techniques and technologies can have a rapid and dramatic effect on company climate.

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Contact Center Wireless Scripts Average Handle Time 117

Talkdesk

MAY 21, 2020

While there are many factors that influence the employee experience, making this vision a reality requires the right technology for workforce engagement management. Onboarding, training and coaching can no longer take place in-person. It all starts with a better employee experience for agents, managers and administrators.

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Management Employee engagement Morale Contact Center 109

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. Offer a variety of sessions and materials that include roleplay, one-on-one coaching, and even quick tips and one-pagers. Don’t just expect them to read from the training manual and be ready to hit the ground running. .

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Contact Center Agent Empowerment Morale Coaching 150

Calabrio

MARCH 7, 2025

Ineffective Coaching and Training: Insufficient training and development opportunities can hinder agent performance and job satisfaction. Outdated Technology: Outdated or inefficient technology can frustrate agents and hinder their productivity. Develop a comprehensive onboarding program. Equip and engage agents from day one.

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Call Center Benchmark Gamification Contact Center 52

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. .

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Coaching Sales Morale Feedback 52

Monet Software

MARCH 10, 2021

Helping this transition along were cloud technologies. Work-from-home agents are a resilient resource, especially when supported with appropriately redundant technologies. Numerous companies had adopted it as their sole workforce model, among them many SMBs that found in remote agents a flexible, low-overhead workforce option.

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Contact Center call center workforce contact center workforce Morale 118

TechSee

AUGUST 26, 2024

One common “magic bullet” fix is to deploy technology that can help less-experienced representatives. However, poorly implemented technology, a lack of integrations, and new technology training create additional issues, leading to service inefficiency.

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Call Center Customer Service Average Handle Time Interactive Voice Response 124

ProProfs Blog

MAY 6, 2020

Further, with the advent of disruptive workplace technologies, employees naturally expect their companies to utilize novel means of remote collaboration and aggregation on multiple channels. . Enhance communication by leveraging technology. Use coaching and feedback for employee development. Team Building via Technology.

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Management Customer Service Best practices Entertainment 162

Talkdesk

MAY 11, 2020

With a deep technology background and intimate understanding of the contact center space, our team at Observe.AI 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.

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Coaching Contact Center Morale Analytics 88

SharpenCX

SEPTEMBER 30, 2020

Coach your agents regularly, so they know how to listen to your customers and respond kindly. But for the folks who’d already prioritized a shift to cloud-native technology, the logistics of moving home hardly hit the radar. Read Next] How to Boost Morale and Keep Your Remote Employees Engaged. And they can tell. Until it was.

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Chatbots Call flow Morale Contact Center 128

Callminer

SEPTEMBER 5, 2017

Technology systems that provide pre-recorded disclosures and automated statement delivery that is integrated with each call can make onboarding processes much easier. She has a command to write on call center software and new technologies used in contact centers. Her articles are also published on other sites as a guest blogger.

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Call Center call center software outsourcing Coaching 140

Nicereply

FEBRUARY 9, 2022

He sees support as the intersection of fixing things, serving others, and technology, three passions of his since he was a child. This was treated as a moral failure, and as if I was trying to cover something up and I was fired from that job. But not all errors are morally or ethically wrong. Instead, it was an important thread.

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Morale Coaching Customer centricity Personalization 98

CSR Inc.

JULY 17, 2016

It’s a field that – without a doubt – has been exclusively enabled by technology. There was a recent post over at CallCentreHelper.com on 25 Ways Technology Can Increase Agent Productivity. Technology is poised to have a major impact of the use of incentive programs, increasing the scope of what’s possible.

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Call Center Technology Gamification Coaching 48

The Northridge Group

JULY 20, 2023

However, as AI and other emerging technologies evolve to support associates and handle the more transactional issues, traditional productivity metrics have evolved as well. New technologies deployed in the contact center enable the measurement of performance for both in-office and at-home employees.

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Contact Center Abandon rate contact center associations Average Handle Time 128

3CLogic

AUGUST 3, 2021

Failing to do so could result in a series of business challenges including lost sales, diminished customer loyalty, and damaged employee morale. Also known as virtual hold technology, this feature enables customers to opt-out of waiting on the phone for an agent, and instead, they can request a return call when one becomes available.

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Interactive Voice Response Contact Center Contact center software contact center solutions 98

Fonolo

SEPTEMBER 27, 2016

Meeting performance level expectations is dependent on several factors (technology, reporting, luck) but ultimately it comes down to people. Not only do you have to have the right people talking to your customers, but you have to have the right managers in place motivating and coaching the agents.”

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call center professionals Call Center Average Handle Time Contact Center 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. If you’re an agent or supervisor – are disruptive technologies going to take my job?

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Contact Center Coaching Call Center Technology 149

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?

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Call Center Coaching Management Contact Center 84

Serenova

AUGUST 30, 2019

However, 82% of American employees feel like they are not recognized enough by their leaders for the contributions they make, which takes a toll on productivity, morale and profitability in a workplace ( HBR ). When a contact center has the right technology to identify reliable agents, recognition can be implemented in several ways.

Morale 60

Morale Gamification Coaching Employee engagement 60

SharpenCX

MARCH 18, 2020

FlexJobs found that of the companies that allow remote work, 85% increased productivity, 90% improved employee morale, and 77% reduced operating costs. And, it’s how you’ll keep work-life balance and morale high for your agents. Use video conferencing for coaching sessions and team meetings. At best, those lines become blurred.

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Call Center Morale Coaching Cloud contact 94

Fonolo

AUGUST 29, 2018

Here, experts and influencers in the CX and CS industries give us incredibly valuable soundbites on best practices, boosting morale, improving performance, implementing technology, building partnerships, and delivering a well-orchestrated customer support offering to your burgeoning audience of customers. Contact center professionals?

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Contact Center Brand ambassadors Morale Telemarketing 271

Tenfold - Contact Center Blog

DECEMBER 28, 2017

Depending on organizational needs, call centers can implement an array of different technologies, from basic to sophisticated. Leading Technologies for Workforce Management in Call Centers. Here we list the leading technologies that help a call center in managing its workforce in best possible way.

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call center workforce Call Center Technology Management 54