Fonolo

AUGUST 17, 2021

Use metrics and act on them. Use historical data, analytics, and call center metrics to measure your agents’ and overall call center’s performance. Evaluate metrics like first-call resolution , customer satisfaction score, abandonment rate, and average handle time to measure performance, and compare them to your competitors.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

SharpenCX

JUNE 28, 2023

Improving your customer service metrics requires a deeper look at which KPIs make sense for your contact center and the strategies you use to achieve them. What Call Center Metrics Should You Measure? You can use this metric to identify peak volume as well. You can use this metric to identify peak volume as well.

Call Center 67

Call Center Metrics call center software Contact Center 67

Fonolo

JANUARY 31, 2023

Simply put, call center training is any course, seminar, video, coaching session, or other activity that teaches the skills and behavior required for success in a call center. Call center training is important because it’s part of your customer service plan – and part of a strong employee engagement plan.

Call Center 141

Call Center Contact Center Coaching Gamification 141

CSM Magazine

SEPTEMBER 13, 2024

Regular training helps employees stay updated with the latest trends and tools. Employee Engagement and Satisfaction : Training programs show employees that their employer is invested in their growth. This recognition fosters a positive work environment, leading to higher job satisfaction and engagement.

Morale 52

Morale Metrics Feedback Coaching 52

ChurnZero

MAY 20, 2022

The webinar’s Q&A session uncovered a ton of tips and insights, including how to increase domain expertise, gauge employee engagement, and strengthen leadership skills beyond certifications. There are tons of seminars or webinars you can attend that are very 101. You don’t have to be too sophisticated about it.

Banking 98

Banking Finance Coaching Employee engagement 98

Calltools

AUGUST 7, 2019

You can make your sales associates better listeners by including active listening in your training seminars. 5) Boost Employee Engagement With Achievement-Specific Rewards Positive feedback and rewards can encourage sales teams to keep doing their job well.

Sales 40

Sales Morale Employee engagement Metrics 40

SharpenCX

JUNE 29, 2021

Training is vital for productive growth , employee engagement, and a successful customer experience. Your agents manage a variety of channels, navigate your CRM, track their metrics, and jump around your contact center platform. [Read Next:] Coaching and Training Action Items to Inspire your Customer Service Training Program.

Customer Service 67

Customer Service Coaching Call Center call center software 67