SharpenCX

JULY 26, 2023

How to Use the Data You Collect According to Gartner, there are five categories of customer experience KPIs that can improve your call center performance: employee engagement; quality operations; customer satisfaction; loyalty, churn, and retention; and advocacy and brand reputation. But if it’s so valuable, what can you do with it?

Call Center 67

Call Center Contact Center Contact center software Coaching 67

Serenova

MAY 29, 2020

Throughout the crisis, we have worked with contact center leaders to help them meet the challenges of these unprecedented times. Monitor agent calls for coaching opportunities. Monitor interactions to identify exactly where agents are delivering great service while uncovering opportunities for training and coaching.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Playvox

APRIL 4, 2023

Gallup reports that low-effort managers engaging in “quiet firing” is a big issue. Quiet firing happens when managers don’t take an active role in employee engagement, support, and development, effectively pushing employees out the door. How feedback is framed has a tremendous effect on employee engagement.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Serenova

MAY 29, 2020

Throughout the crisis, we have worked with contact center leaders to help them meet the challenges of these unprecedented times. Monitor agent calls for coaching opportunities. Monitor interactions to identify exactly where agents are delivering great service while uncovering opportunities for training and coaching.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

CSM Magazine

NOVEMBER 14, 2023

7 Ways to Bridge the Gap However, contact centres have a long way to go to create their dream teams because many agents are not yet ready to meet the demands of an AI future. Put Employee Engagement Top of the Agenda When employees are disengaged, they are less productive and more likely to leave.

Average Handle Time 52

Average Handle Time Customer centricity Coaching Self service 52

Balto

NOVEMBER 2, 2022

Management activities include training, coaching, onboarding, scheduling, forecasting, and more. The ultimate goal of managers is to ensure an efficient and successful contact center that meets or exceeds key KPIs and drives business goals. Balto Real-Time Coaching Reports. Average Handling Time (AHT).

Call Center 52

Call Center Management Average Handle Time Gamification 52

NobelBiz

APRIL 18, 2023

These metrics should be data-driven, allowing you to identify areas of improvement and track progress over time. Average Handle Time (AHT) The average call handling time (AHT) is frequently used to determine individual agents’ effectiveness and the performance of the customer service organization as a whole.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Playvox

MARCH 27, 2023

Invest In Your Agents’ Well-Being, Training, And Development Effective training programs provide agents with the necessary skills and knowledge to handle customer queries, resolve issues, and maintain a positive customer experience. Training programs should be designed to meet the specific needs of the contact center and its agents.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

SharpenCX

MARCH 4, 2021

You’re ready to walk into a monthly meeting tomorrow with your VP of Ops when your phone lights up with a dreaded “ding!” – an after-hours email from your boss. You know that meeting you have tomorrow? Or, you can see that a customer reached out three different times in one week looking for answers. Queue the anxiety*.

Analytics 67

Analytics Average Handle Time Management Metrics 67

Monet Software

APRIL 24, 2020

Others will find remote agents better able to meet increasing customer demand for off-hours service. Contact center managers can schedule breaks, monitor adherence and adjust to shifting call volumes and other factors on the fly, all the while directing agents’ attention where it’s needed and inserting adequate time to refresh.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

Talkdesk

JULY 16, 2019

Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification. However, gathering enough data to decide where to direct resources to improve performance requires a huge amount of time and managerial energy.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

SharpenCX

MARCH 24, 2021

Learn your customer demographics, coach agents to ask clarifying questions to understand customer needs, and take notes on each customer interaction. Cloud call centers make performance tracking much simpler because you can keep tabs on your agents – and coach them – no matter where they’re working. And on their own time.

Call Center 67

Call Center Technology Customer Service call center software 67

SharpenCX

OCTOBER 8, 2019

Employee Engagement. Here, we step beyond employee engagement and look at this category as your agents’ holistic experience. Then, eliminate specific pain points in their experience and coach for empowerment. Tailor their coaching and in-line training to address issues specific to each agent.

Coaching 59

Coaching Average Handle Time Customer Experience Metrics 59

Serenova

AUGUST 25, 2020

Such a disconnect leads to the following questions: How can organizations best support agents’ productivity so they not only meet but exceed their goals? This article provides a roadmap for how call centers can leverage workforce management solutions to optimize customer experience and employee engagement.

Contact Center 81

Contact Center Schedule adherence Management Coaching 81

SharpenCX

OCTOBER 8, 2019

Employee Engagement. Here, we step beyond employee engagement and look at this category as your agents’ holistic experience. Then, eliminate specific pain points in their experience and coach for empowerment. Tailor their coaching and in-line training to address issues specific to each agent.

Coaching 52

Coaching Average Handle Time Customer Experience Metrics 52

Fonolo

SEPTEMBER 27, 2016

Back in 2016, we asked some of them this question: “ How do you meet (or exceed) the KPIs set for your contact center?” Meeting performance level expectations is dependent on several factors (technology, reporting, luck) but ultimately it comes down to people. Continuous coaching and training helps mitigate this risk.”

call center professionals 98

call center professionals Call Center Average Handle Time Contact Center 98

Verint

DECEMBER 13, 2017

What solutions should we invest in to help achieve customer experience goals and meet customer expectations? When you can evaluate many more calls, you can get a better understanding of your agents’ performance and take appropriate action to automatically assign coaching exactly when and where it’s needed.

Average Handle Time 26

Average Handle Time First call resolution Employee engagement Quality management 26

OctopusTech

MARCH 1, 2023

Engage agents The saying “happy agents make happy customers” may be overused, but that doesn’t mean it’s not 100% true. Engaged employees feel an emotional commitment toward their employers and are more vested in helping their employers succeed. Fight the urge.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

teleopti

OCTOBER 18, 2019

McKinsey and Company found that companies that have already applied advanced analytics have reduced average handle time by up to 40 percent , cut employee costs and boosted the conversion rate on service-to-sales calls by nearly 50 percent—all while improving customer satisfaction and employee engagement.

Customer Experience 66

Customer Experience Average Handle Time Analytics Contact Center 66

JustCall

DECEMBER 10, 2020

Whether it’s about any newly launched services or updates in the existing product, sales and support reps must be strongly equipped with training and tools to better meet the needs of their customers. Increase Employee Engagement With Sessions. This increases employee engagement. Why call center training of agents?

Best practices 52

Best practices Call Center Sales Average Handle Time 52

SharpenCX

FEBRUARY 25, 2020

But then, I’ve got a handful of impending deadlines, a meeting I’m dreading with a client, and I find myself – you got it – BITING MY NAILS. Each disengaged employee can cost you $2,246 , according to ADP. Employee engagement is directly tied to revenue growth. I know, I know, I need to stop.

Call Center 76

Call Center Morale Metrics Abandon rate 76

NobelBiz

MAY 2, 2023

Companies that find a way to meet that standard will succeed, and those that don’t will struggle. Solution: To avoid agent attrition, contact center higher-ups need to focus on creating a positive and supportive work environment by prioritizing employee engagement. Let’s dive in a little deeper.

Contact Center 52

Contact Center Average Handle Time Call Center CRM 52

Serenova

AUGUST 25, 2020

Such a disconnect leads to the following questions: How can organizations best support agents’ productivity so they not only meet but exceed their goals? This article provides a roadmap for how call centers can leverage workforce management solutions to optimize customer experience and employee engagement.

Contact Center 40

Contact Center Schedule adherence Management Coaching 40

CSM Magazine

OCTOBER 30, 2019

McKinsey and Company found that companies that have already applied advanced analytics have reduced average handle time by up to 40 percent, cut employee costs and boosted the conversion rate on service-to-sales calls by nearly 50 percent—all while improving customer satisfaction and employee engagement.

Customer Experience 40

Customer Experience Average Handle Time Analytics Contact Center 40

Fonolo

NOVEMBER 17, 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.”. Keeping employees motivated is a challenge in every industry. Improving Average Handle Time (AHT).

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176