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. Zooming out” to a wider time frame will give you a better idea of overall trends and benchmarks.

Coaching 81

Coaching Morale Analytics Benchmark 81

Calabrio

APRIL 11, 2025

Are there common trends indicating specific skill deficiencies? 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. Ask: Where are the gaps in performance?

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

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. Top Contact Center Technology Trends You Shouldn’t Ignore.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

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

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.

Call Center 196

Call Center Self service Gamification Contact Center 196

BlueOcean

FEBRUARY 25, 2019

It’s a trend that has a significant impact on the customer care sector. She sees herself as the communication facilitator making sure agents, coaches, and managers and the client are all on the same page to keep all hands-on-deck without sacrificing quality. What’s the best way to communicate with your frontline agents?

Customer Experience 116

Customer Experience Coaching Feedback Customer Care 116

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. Discover the Six Crucial Contact Center Trends That Will Shape 2021. 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

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. Better training for agents and leaders will be a big contact center trend in 2021 and beyond. Offer a variety of sessions and materials that include roleplay, one-on-one coaching, and even quick tips and one-pagers.

Contact Center 150

Contact Center Agent Empowerment Morale Coaching 150

Calabrio

MARCH 7, 2025

What exactly does it mean, how is it measured, and what are the current industry trends? By calculating the rates of agent turnover and attrition, you can not only understand changes in your workforce composition over time but also compare your trends to others across the industry. Listen to your customers!

Call Center 52

Call Center Benchmark Contact Center Gamification 52

Taylor Reach Group

DECEMBER 11, 2019

If correctly designed, the compensation structure can withstand changes in both market and workforce trends so that only minor, if any, adjustments are needed. In other sections, we have discussed the importance of performance improvement and coaching. Intrinsic Motivations. ” Elements of Effective Incentive Programs.

Customer Experience 119

Customer Experience Coaching Contact Center Morale 119

Kayako

OCTOBER 22, 2015

Not only does this help your team by boosting morale, but it helps you understand the common problems they face every day. Note down any trends you spot across multiple tickets and use these examples to help coach your team so they know exactly what to focus on in their next reply to a customer. Click To Tweet.

Morale 124

Morale Customer Support Coaching Feedback 124

Calltools

MAY 3, 2023

With text analytics, managers can assess the customer’s perception of their interaction with the contact center and identify sentiment trends for each agent and their workforce as a whole. Review the information and highlight any trends you notice. To implement text analytics successfully: Analyze the most apparent issues first.

Contact Center 98

Contact Center Coaching Average Handle Time Analytics 98

Momentum Telecom

FEBRUARY 5, 2025

This in-depth visibility is critical for delivering excellent customer service and making smarter operational decisions based on live call data or emerging trends. Immediate course correction Historical data helps you see trends over days or weeks, but real-time dashboards let you act in the moment. If call volume spikes at 10:15 a.m.,

Analytics 52

Analytics Abandon Call Abandon rate Call Logging 52

SharpenCX

SEPTEMBER 30, 2020

Coach your agents regularly, so they know how to listen to your customers and respond kindly. Read Next] How to Boost Morale and Keep Your Remote Employees Engaged. Download Now] Lear n what Frost & Sullivan say about contact center trends (and, about Sharpen). Consider these tech and contact center trends in 2021.

Chatbots 128

Chatbots Call flow Morale Contact Center 128

Balto

DECEMBER 16, 2022

2022 was another year packed with shifting trends for the contact center, and 2023 shows no signs of changing course. Agent empowerment is one of the top trends in the contact center space for 2023. How Balto Can Help Your Organization Keep Up with Industry Trends. Read on for a sneak peek of what we’re excited for.

Contact Center 52

Contact Center Agent Empowerment Self service Scripts 52

Fonolo

JUNE 9, 2020

This is great for team morale and lets them know what they’re doing well so they can continue the trend. Providing additional training and coaching sessions for your agents throughout their career with your contact center will help them widen their skill-sets and improve their daily performance. Don’t just focus on numbers.

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

Quality Contact Solutions

FEBRUARY 17, 2022

Showing appreciation in group settings, like team meetings, and also acknowledging their individual contributions can help boost morale. They also help facilitate learning opportunities for industry-specific trends and developments to help keep the edge over their competition.

Sales 98

Sales Telemarketing Best practices Coaching 98

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. Zooming out” to a wider time frame will give you a better idea of overall trends and benchmarks.

Coaching 48

Coaching Morale Analytics Benchmark 48

Nicereply

FEBRUARY 9, 2022

This was treated as a moral failure, and as if I was trying to cover something up and I was fired from that job. Paul : When most people look at mistakes, including myself, the knee-jerk reaction is to make an ethical or moral judgement about the person’s thought process or that there must be some sort of a character deficiency.

Morale 98

Morale Coaching Customer centricity Personalization 98

CX Accelerator

JULY 1, 2019

Step Two: Train As your team identifies the pain points for customers that experience a disability ask your training team if these problems can be solved through training, coaching, or other experiential learning experiences. Great Western Railway provided Autism awareness training for over 3500 front-line staff.

Customer Experience 140

Customer Experience Journey mapping Education Morale 140

TechSee

AUGUST 26, 2024

Regular training sessions, simulations, and workshops can keep agents updated with the latest industry trends and best practices, ensuring they are well-prepared to handle any customer issue. Additionally, mentoring and coaching programs can play a significant role in skill development. Sophie AI takes that to another level.

Call Center 124

Call Center Customer Service Average Handle Time Interactive Voice Response 124

SharpenCX

APRIL 29, 2020

Pair historical data with recent data trends from your real-time numbers. Factor in current business trends, new product or service releases and the net new customer forecasts for each quarter. Build in time for agent coaching. To keep your team engaged and performing at their best, your agents need to be coached daily.

Coaching 76

Coaching Management Contact Center Morale 76

Quality Contact Solutions

MARCH 1, 2021

According to an article about the remote workforce , 72% of employers say remote work has a high impact on employee retention, and 90% of employees feel flexible work arrangements increase employee morale. Working from home isn’t a trend. 3 Best Practices for Home-Based Telemarketing Services Employers & Employees.

Telemarketing 98

Telemarketing Morale Call Center Coaching 98

SharpenCX

MARCH 18, 2020

And past trends show, as employees get more flexibility, they never want to give it back. 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.

Call Center 94

Call Center Morale Coaching Cloud contact 94

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. Jens Eckels : I would agree, that tends to be a trend. Jens, how do you help folks get over the hump?

Contact Center 149

Contact Center Coaching Call Center Technology 149

Tethr

APRIL 1, 2020

Would you then spend more time and resources improving call center morale? Provide strong coaching. Scheduling regular cadence for coaching sessions built into employee schedules is one way to combat the “fell through the cracks” obstacle that frequently creeps up on busy call centers. .

Coaching 73

Coaching Call Center Morale Feedback 73

Calabrio

MARCH 5, 2025

Meanwhile, the AI-powered Trending Topics feature can be used to automatically sort all your conversations into a prioritized list of about 100 of your customers most common concerns. Discover what performance coaching is and why your CX team could use it. Based on historical data, AI forecasts future customer trends and demand.

Best practices 40

Best practices Benchmark First call resolution Contact Center 40

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. Learn more about Shaun here and here.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

Callminer

SEPTEMBER 5, 2017

But when the whole month has a lot of calls which were of all different types, the quality report – which can identify potential gaps and required agent coaching or training – may be delayed by many days. Who is coaching the coaches? Constant QA, coaching, and accountability is how you ensure all interactions are positive.

Call Center 140

Call Center call center software outsourcing Coaching 140

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

3CLogic

NOVEMBER 10, 2021

Consider the additional effect on employee morale, the ongoing loss in intellectual property, and the long-term implications for the customer experience — the costs can grow far beyond immediate operational expenses. Go Beyond Metrics To Offer Individualized Coaching. Remember that remote work is no longer a trend — it’s now the norm.

Contact Center 93

Contact Center Interactive Voice Response Schedule adherence Average Handle Time 93

Playvox

MARCH 10, 2021

How do the best call center managers keep morale high and performance strong when agents aren’t able to interact in person and enjoy the camaraderie of a vibrant contact center? At the heart of every contact center is a team of agents who want to show up every day and do their best work.

Contact Center 97

Contact Center Morale Call Center Personalization 97

Fonolo

SEPTEMBER 27, 2016

Handpicked related content: Top Contact Center Trends in 2020. 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.” As James Pollard at The Advisor Coach tells us, you need to implement constant training for all.

call center professionals 98

call center professionals Call Center Average Handle Time Contact Center 98

Noble Systems

SEPTEMBER 8, 2020

Other essential software technologies to consider for your cloud-based contact center include WFM for schedule optimization; analytics to uncover trends and assist agents during a transaction; and advanced IVR to create new flows or self-service programs to enrich the customer’s experience. We are all learning as we go.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

Balto

MARCH 17, 2025

Agent coaching becomes more targeted as prescriptive systems identify skills gaps and learning opportunities. Selective Automation in Call Centers Selective automation is a key trend in call centers , where automation is strategically applied to streamline and optimize specific processes and tasks.

Call Center 52

Call Center Customer Experience Average Handle Time Analytics 52

aircall

MARCH 16, 2018

Participants were asked to name the one change that would have the largest positive impact on their customer support strategy in 2018… Survey Responses Reveal Trends to Improve Customer Support. Support agent attrition and low employee morale were repeatedly cited as motivators for change in 2018.

Customer Support 88

Customer Support Brand ambassadors Morale Surveys 88

Playvox

MARCH 27, 2023

Additionally, agents can benefit from coaching and mentoring programs that provide ongoing feedback and guidance to help them improve their performance. Real-time feedback and coaching can separate successful brands from mediocre ones by helping agents identify and correct issues as they arise.

Contact Center 84

Contact Center Gamification Coaching Quality management 84