CX Global Media

OCTOBER 22, 2018

For many, managing morale and employee engagement in a contact center is a complete mystery. Regardless of how lost you feel now, join Joachim “Joe” Rogers, Senior Director of Customer Care Center for Coca-Cola Bottling Co. What Joe will cover in this free training seminar…. Seminar Leaders.

Employee engagement 45

Employee engagement Contact Center Morale Coaching 45

ShepHyken

JANUARY 29, 2021

They provide some tips and tricks to set your business up for success in the contact center. Following best practices and applying hacks has proven fruitful for a lot of contact centers. This shortlist of contact center best practice hacks should set you up for success in the pursuit of customer service excellence.

Best practices 258

Best practices Contact Center Interactive Voice Response Call Center 258

CX Global Media

OCTOBER 15, 2018

Most all contact center executives know they need to respond aggressively to the fact that we are in a state of massive transformation and disruption in the marketplace. The contact center has been targeted as a pivotal organizational component in this age of disruption that we live in. Supervisor Training Reset.

Contact Center 269

Contact Center Morale Call Center Metrics 269

Taylor Reach Group

NOVEMBER 30, 2018

There are a lot of smart — very smart — individuals managing and directing Call and Contact Centers today. This is my top ten list of really dumb things that smart call and contact center executives do. Contact Center staff is one of the most expensive and important assets within the Contact Center.

Contact Center 111

Contact Center Average Handle Time At home agents First call resolution 111

Fonolo

AUGUST 17, 2021

The Contact Center Guide to Managing Spikes in Call Volume. Luckily, a successful call center is within reach. With some careful thought and these helpful tips, you can optimize your call center’s performance: 1. As success leaders and call center managers, you need to be an example for your agents.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

Fonolo

JULY 27, 2021

Several centuries later, Galileo’s words still ring true for contact centers. These days, there are tons of key performance indicators (KPIs) and call center metrics to evaluate call center performance and call center agent performance. How to Foster Agent Engagement in a Hybrid Contact Center.

Call Center 142

Call Center Abandon rate First call resolution Construction 142

Myra Golden Media

JULY 15, 2019

Here’s the 8 Step Quality Program we use at Myra Golden Seminars. What’s morale like? I have help for you. Define the Problem You Need to Solve. Determine Outcomes – What you want your employees to do, do differently as a result of quality monitoring. Develop Standards and Objectives for Customer Experience.

Calibration 153

Calibration Coaching Morale Feedback 153