CX Global Media

JUNE 5, 2017

Improving Employee Morale. The biggest thing we see is employee morale goes way up. Contact center agents praise the company and morale goes way up. The post Obvious Contact Center Agent Burnout Problem Revealed appeared first on Call Center Coach. The bill ends up being a lot larger than the doctor visit.

Agent burnout 192

Agent burnout Contact Center Morale Call Center 192

ShepHyken

DECEMBER 28, 2021

Invest in training whether online or in-person to equip your staff with the tools to connect with customers, even the ones that are upset. Standing up for your staff is great for morale and loyalty. ” “Empower your employees to self-coach. Train staff properly. Don’t throw your staff under the bus.

Morale 200

Morale Consulting Consulting Coaching 200

CX Global Media

AUGUST 30, 2017

People, process, technology, reporting, culture, competition, morale, data, automation, self-service – which word matters most? To help supervisors focus on the right tasks, they need good tools, frameworks, and processes. When I was a manager, I used to help developing managers build their own frameworks, tools, and processes.

Contact Center 149

Contact Center Coaching Education Call Center 149

Vistio

OCTOBER 15, 2024

As the workplace becomes more data-driven, advanced analytics is emerging as a key tool in understanding and improving agent retention. High turnover disrupts operations, increases recruiting costs, and negatively impacts team morale. The Importance of Agent Retention and the Role of Data Agent retention has far-reaching implications.

Analytics 52

Analytics Coaching Morale Metrics 52

Calabrio

FEBRUARY 26, 2025

Poor work-life balance lowers morale and contributes to high turnover rates. With Calabrios self-scheduling tools , agents can adjust their work hours within set parameters, reducing stress and improving work-life balance. Inefficient feedback mechanisms make employees feel unheard and disconnected from company goals.

Coaching 64

Coaching Gamification Employee engagement Morale 64

CSM Magazine

APRIL 22, 2025

Youll find actionable tools to build efficient communication, smooth, trackable workflows, and doable planning. To ease this process and build efficient collaboration, product owners combine communication tools and techniques for every separate team to achieve the best results: Leverage seamless tools. Milestone celebration.

Morale 52

Morale Best practices Engineering outsourcing 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. The right tools matter. Your team is only as good as the tools you provide. Be a team player.

Morale 64

Morale Contact Center Gamification Scripts 64

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

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. Understand Your Ups and Downs. Reward High Performers .

Coaching 86

Coaching Morale Analytics Benchmark 86

CX Global Media

OCTOBER 15, 2018

When training can’t be accessed when needed or isn’t exactly what they need – it results in lower long-term productivity and morale because learning cannot be applied right away. The post ALERT: Leadership Training for Supervisors Is Being Disrupted appeared first on Call Center Coach. Experiential Learning. Know Your Metrics.

Contact Center 269

Contact Center Morale Call Center Metrics 269

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. Understand Your Ups and Downs. Reward High Performers .

Coaching 81

Coaching Morale Analytics Benchmark 81

CX Global Media

JULY 11, 2019

You can get access to high-performance agent development expert insights and tools anytime, anywhere. Over 35 industry experts deliver insights and tools on the topics of agent hiring, on-boarding, development, leading, and retention. EXPERT SESSION – Leaders, 7 Steps to Engage for High Morale and Performance!

Contact Center 120

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.

Customer Service 52

Customer Service Management Morale Feedback 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.

Customer Service 52

Customer Service Morale Coaching Surveys 52

Calabrio

APRIL 11, 2025

Provide them with the tools and know-how to deliver quality serviceand to keep them engaged and boost retention over the long term. Shadowing live calls helps trainees understand nuances, hear best practices in action, and ask questions in context, while also fostering social learning, a more collaborative culture, and better team morale.

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

CX Global Media

JULY 10, 2019

You can get access to high-performance agent development expert insights and tools anytime, anywhere. More than 35 industry experts deliver insights and tools on the topics of agent hiring, on-boarding, development, leading, and retention. Jackie Morales Chief Insurance Officer, Bestow.

Contact Center 120

Contact Center Morale Coaching Chief Customer Officer 120

Fonolo

AUGUST 17, 2021

Ask agents for feedback, resolve issues, monitor performance, and take active steps to boost morale in the office. From seminars and videos to group training and one-on-one coaching sessions, there is no excuse to slack on agent training. Technology is a great tool for all businesses, especially call centers.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

SharpenCX

JUNE 23, 2021

Watch your agent’s efficiency, and see if they have the tools they need to maintain pace with customer demands and keep wait times at bay. If you’ve got agents pausing interactions a lot, you may have some coaching to do. Need more tools in your toolbox? Are your customers hanging up while in the queue? Agent turnover rate.

Contact Center 101

Contact Center Abandon rate Management Metrics 101

SharpenCX

AUGUST 19, 2021

We’re crushing on Shopify and their dedication to building better tools and the best customer experience for entrepreneurs. 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.

Customer Experience 137

Customer Experience Morale Consulting Consulting 137

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

Fonolo

JULY 27, 2021

TIP: Smart routing is a great tool for lowering abandon rates. Call center agent scorecards are also great tools to show agents how their performance looks throughout calls. Every agent has unique strengths, and recognizing them improves agent morale. Offer coaching sessions and mentorship. Net promoter score (NPS).

Call Center 142

Call Center Abandon rate First call resolution Construction 142

CSM Magazine

NOVEMBER 29, 2024

For example: People with disabilities may find audio-only meetings easier to engage with compared to video, particularly if accessibility tools like screen readers or transcription services are used alongside them. Empowering individuals to work in ways that suit their needs and capabilities strengthens both team morale and productivity.

Morale 52

Morale Coaching Personalization Sales 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. Improve agent utilization.

Call Center 196

Call Center Self service Gamification Contact Center 196

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. Your goal as a manager is to make sure your contact center agents have all the tools they need to succeed in their job. What do they want coaching to look like? Teamwork truly makes the dream work.

Call Center 128

Call Center Coaching Contact Center Feedback 128

Comm100

JUNE 26, 2018

With the World Cup in full swing, now is probably the perfect time to talk about one of the essential elements of any team – the Coach. Coaches are focused on improving performance during the moment, and the skills required for an excellent coach are very distinct. This is where a coach comes into play. Coaching Skills.

Coaching 61

Coaching Feedback Morale Accountability 61

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. Perks like free coffee, lunch and snacks are nice, but may only temporarily raise agent morale. What is Culture?

Morale 59

Morale Contact Center Accountability Coaching 59

Calabrio

MARCH 7, 2025

Ineffective Coaching and Training: Insufficient training and development opportunities can hinder agent performance and job satisfaction. Make it fun with gamification: Inject some excitement into the workday with call center gamification tools. Then follow up on broader trends and ongoing issues with more in-depth coaching sessions.

Call Center 52

Call Center Benchmark Gamification Contact Center 52

Talkdesk

MAY 21, 2020

The Tools You Need to Manage a Remote Workforce Although building a better employee experience and increasing engagement can help improve your customer experience in any scenario, best-in-class workforce engagement solutions become mission-critical when managing a remote workforce.

Management 109

Management Employee engagement Morale Contact Center 109

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. Contact center leaders accustomed to managing on-site teams need tools to support them as they lead in a remote environment.

Morale 98

Morale Coaching Contact Center Quality management 98

SharpenCX

JUNE 10, 2021

Provide your agents with the right tools. 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.

Morale 67

Morale Call Center Contact Center Coaching 67

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

Calltools

MAY 3, 2023

Utilize Text Analytics Tools Are you analyzing agent performance with text analytic tools ? These tools can help identify areas where agents are struggling or excelling. Employ Speech Analytics Much like text analytics tools, speech analytics can help managers monitor an agent’s performance.

Contact Center 98

Contact Center Coaching Average Handle Time Analytics 98

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. .

Contact Center 150

Contact Center Agent Empowerment Morale Coaching 150

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. Whisper coaching enables managers to listen in on agents’ calls, and coach them in real time.

Contact Center 117

Contact Center Wireless Scripts Average Handle Time 117

Real Blue Sky

NOVEMBER 25, 2024

Tools like journaling and mindfulness exercises can help them stay in tune with their feelings and improve their interactions. Continuous Feedback and Coaching: Regular feedback is vital. Last, regular recognition and support boost morale and resilience. Here’s how to develop these skills: 1.

Construction 52

Construction Morale Feedback Coaching 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. .

Coaching 52

Coaching Sales Morale Feedback 52

Outsource Consultants

SEPTEMBER 14, 2021

Higher customer satisfaction and higher agent morale. Technology is a tremendous tool with huge benefits. A common feature of some of the most successful development teams in the world, daily team huddles give you the opportunity to set priorities, coach your agents, and monitor ongoing success.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125