Coaching Course Morale Quality management 
Playvox
MARCH 21, 2024
When customer interactions are the heartbeat of business operations, one crucial factor often takes center stage – agent morale. All of this leads to better agent morale. Let’s take a deeper look at the factors that influence employee engagement and morale.
Monet Software
SEPTEMBER 24, 2020
Can SMB call center quality management be about more than quality? Monitoring and scoring calls—these quality assurance (QA) tasks are constant at nearly every contact center. This way, the learning curve is more manageable and agents can celebrate their progress. #2 But QA can be so much more! Here’s how. #1
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Myra Golden Media
JULY 15, 2019
Need some guidance on how to develop and execute a quality program that is robust, fair, and that your employees buy-in to – and one that doesn’t make your supervisors need to sip wine just to get through a coaching discussion with employees? Here’s the 8 Step Quality Program we use at Myra Golden Seminars.
Playvox
MARCH 27, 2023
This could include a combination of classroom training, on-the-job training, learning courses , and workshops. Additionally, agents can benefit from coaching and mentoring programs that provide ongoing feedback and guidance to help them improve their performance. We will delve deeper into both of these points later in this article.
Playvox
OCTOBER 12, 2022
Stay aware of the warning signs of underperformance or low team morale and communicate to get to solutions. Regular one-on-one meetings with remote agents can help assess motivation levels and allow managers to quickly course-correct as needed. Related Article: Best Contact Center Games to Play Remotely.
SharpenCX
OCTOBER 22, 2019
It’ll improve agent morale and engagement, and skyrocket your business outcomes. One study from Service Quality Management Group found that for every 1% improvement in FCR, there’s a 1 percent improvement in CSAT. While you have your agents top-of-mind, get actionable tactics to coach and develop your team.
Enghouse Interactive
JULY 7, 2021
Contact Center call volumes are increasing exponentially, resulting in supervisors dealing with agent assessments on more of an exception basis than as a normal course of business. While expectations are that all agents will adhere to call scripts, manage conflicts, and comply with regulations while treating customers with empathy.
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