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? Design Coaching Strategy. What’s morale like? I have help for you.

Calibration 153

Calibration Coaching Morale Feedback 153

SharpenCX

JUNE 12, 2023

Conduct routine meetings. Regular meetings, whether one-on-one, team-wide, digital, or in-person, provide much-needed facetime for teams to connect and level set. Agents can voice concerns and share ideas, while managers can provide coaching tips and feedback. Implement inbound and outbound automation.

Coaching 67

Coaching Morale Contact center software Call Center 67

Playvox

APRIL 11, 2023

Offer Feedback Regularly offering agents feedback is key in helping contact center agents understand how they are performing. Feedback should always be a mix of positive comments and opportunities to improve. Related Article: 7 Simple Tips To Give Quality Feedback In Your Call Center 3.

Employee engagement 63

Employee engagement Contact Center Gamification Coaching 63

Playvox

APRIL 4, 2023

Ticket volumes and customer feedback are way up in the last few years. To keep turnover under control, you have to make sure your managers are trained to keep engagement up and morale high. How a manager gives feedback is one of the most important aspects of their communication.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Horizon CX

FEBRUARY 29, 2024

Too often businesses treat customers with minimum effort which comes across as perfunctory— a superficial and routine interaction that lacks genuine care, empathy, or effort to meet the individual needs and expectations of customers. Here are some strategies to consider.

Morale 52

Morale Customer centricity Upselling Feedback 52

Playvox

JULY 14, 2023

To ensure your contact center agents spend a vast majority of their time with customers resolving issues and as little time as possible on administrative tasks and after-call work, agents need the right kind of tools, processes, coaching, motivation, and goals in place. How are managers delivering coaching?

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Noble Systems

FEBRUARY 4, 2019

Employees like feedback – formal and informal, personalized, meaningful feedback that will help them become more successful at their job. So, what is the right cadence and type of feedback for employees, today? According to a Forrester report, employees want continuous feedback. Improves employee morale.

Gamification 47

Gamification Feedback Morale Employee engagement 47

Expivia

MARCH 7, 2022

Always praise your agents publicly to keep up morale. . Instead of taking your complaints public, your employees need time to process mistakes and absorb your feedback in a safe setting. At the same time, keep the feedback positive, actionable, and empowering to help your reps to succeed. . Keep Team Meetings Positive.

Construction 98

Construction Morale Feedback Coaching 98

Comm100

JUNE 26, 2018

With the World Cup in full swing, now is probably the perfect time to talk about one of the essential elements of any team – the Coach. Coaches are focused on improving performance during the moment, and the skills required for an excellent coach are very distinct. This is where a coach comes into play. Coaching Skills.

Coaching 43

Coaching Feedback Morale Accountability 43

Playvox

FEBRUARY 20, 2024

And, because the schedulers used different processes, it was a challenge to scale to meet the growing demands of their customer base. The Playvox WFM solution has made a significant impact on our ability to scale our customer operations team and gives our agents a morale boost as they now know their schedules will be accurate.

Management 88

Management Gamification Calibration Quality management 88

CX Global Media

MAY 24, 2018

Feedback : Known as one of the most underutilized tools in a leader’s kit, Adrianna’s focus was on individual team members. It was thrilling to get to meet her and see the wisdom she has obtained in her young contact center career. The post 8 Vital Lessons from an Award-winning Supervisor appeared first on Call Center Coach.

industry standards 257

industry standards Contact Center Morale Call Center 257

Fonolo

MAY 27, 2021

Employee feedback is critical for businesses who want to understand their employees’ opinions and attitudes towards work, and improve their business policies and processes. Research shows that customer complaints, poor morale, and low pay all attribute to high turnover rates in the call center industry.

Call Center 136

Call Center Surveys Coaching Best practices 136

Fonolo

SEPTEMBER 21, 2023

Surveying your agents and gaining qualitative feedback can help you identify gaps in your operational processes, especially when compared with quantitative data. Qualitative Data – Data that needs interpretation such as employee feedback. TIP: Feedback sessions don’t always have to happen in a formal evaluation setting.

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. Meet Our Panel of Call Center Managers & Business Leaders: Adeel Shabir.

Call Center 182

Call Center Management Scripts Coaching 182

Playvox

MARCH 27, 2023

Training programs should be designed to meet the specific needs of the contact center and its agents. It is important to regularly assess the effectiveness of training programs and make necessary adjustments to ensure that they are meeting the needs of both the agents and the customers.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Quality Contact Solutions

FEBRUARY 17, 2022

Effective sales leaders also strike a balance between the desire to meet organizational objectives and provide the necessary support their team expects and needs. Showing appreciation in group settings, like team meetings, and also acknowledging their individual contributions can help boost morale.

Sales 98

Sales Telemarketing Best practices Coaching 98

CSM Magazine

OCTOBER 1, 2019

Meaningful meetings are possible, desirable, and should be the aim of every executive. But many people say meaningful meetings is an oxymoron, and they have a point. Research shows consistently that most meetings waste time and cost significant sums. Some studies show over 75% of meetings waste time. Targeted invitees.

Consulting 40

Consulting Consulting Morale Personalization 40

JustCall

MARCH 9, 2023

Constructive Feedback is Key Ideal for: Sales managers looking to boost their employee’s morale with real-time, constructive feedback The sales landscape can be challenging. And one of the best ways to do this is by gamifying the feedback process and rewarding the employee’s strengths as well as achievements.

Gamification 52

Gamification Sales Morale CRM 52

JustCall

APRIL 15, 2024

Provide ongoing training and feedback 7. The pressure to meet strict metrics, handle high call volumes, and provide top-notch customer service makes call centers incredibly demanding. Meeting aggressive call quotas requires working well beyond their scheduled shifts. Rotate responsibilities 5. Allow breaks 8.

Call Center 52

Call Center Agent burnout Scripts Metrics 52

Tethr

APRIL 1, 2020

Would you then spend more time and resources improving call center morale? Provide strong coaching. Fear of meeting complicated performance standards is a chief worry for call center agents. Unlocking an agent’s potential to maximize their own performance requires coaches who will invest in rep learning.

Coaching 74

Coaching Call Center Morale Feedback 74

SharpenCX

JUNE 30, 2021

And if you use a platform like Sharpen’s , you can pair your omnichannel service with training and coaching all in the same platform. Project 2: Create a Compelling Coaching and Training Program (& Make Use of These Resources!). Productive coaching and training doesn’t just happen organically. Learn More ]. Read More] .

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

BlueOcean

FEBRUARY 25, 2019

For Carol, empowering contact center agents depends upon three key factors: engagement, communication, and feedback. 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. Providing Agent Feedback.

Customer Experience 116

Customer Experience Coaching Feedback Customer Care 116

SharpenCX

JUNE 11, 2020

Coaching and training in the contact center misses core components that make it stick. Download Now: Get real about coaching agents with these 7 methods you can apply today. Let’s walk through how to handle call center performance reviews to motivate agents and improve performance, not tank morale. Feedback is dual-sided.

Call Center 76

Call Center Coaching Contact Center Feedback 76

Fonolo

JUNE 9, 2020

Gathering feedback from customers has become an industry standard for contact centers. Qualitative Data – Provides information that must be interpreted (feedback, observations, etc.). For example: Customer satisfaction surveys, employee feedback. How to Give Feedback to Improve Agent Performance. Be consistent.

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

SharpenCX

APRIL 16, 2021

Coach often using what you learn from your call center data . Then, turning that data into actionable and relevant feedback for your team gives agents context for how to improve. Then, turning that data into actionable and relevant feedback for your team gives agents context for how to improve. Even the tough ones.

Customer Service 67

Customer Service Construction Coaching Metrics 67

JustCall

NOVEMBER 24, 2022

Every company needs a diligent performance coaching model to hone the skills of new and experienced salespeople and introduce them to the company’s core sales skills, goals, and culture. Coaching and mentoring of salespersons enables organizations to develop the sales team. Relevance of Sales Coaching Programs – Facts.

Sales 52

Sales Coaching Best practices Morale 52

SharpenCX

MARCH 18, 2020

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. Use video conferencing for coaching sessions and team meetings.

Call Center 94

Call Center Morale Coaching Cloud contact 94

TechSee

OCTOBER 10, 2019

The traditional contact center – with agents in cubicles following scripts and rushing to meet individual KPIs – will soon be a thing of the past. Collect team feedback: Brainstorming sessions and focus groups can surface any barriers to cooperation and help smooth the way toward a collaborative culture.

Contact Center 117

Contact Center Wireless Scripts Average Handle Time 117

SharpenCX

FEBRUARY 18, 2020

Between meetings with other managers and department heads, you barely have time to answer all the mentions on Slack. And, you have a meeting with a customer in an hour to talk about some data they lost due to a bug in your system. To coach your agents towards growth, you have to know what they’re shooting for. A Good Coach.

Call Center 84

Call Center Coaching Management Contact Center 84

Expivia

FEBRUARY 26, 2024

These tools utilize AI to predict call volumes, manage agent availability, and ensure that the right agents are in the right place at the right time to meet customer demand. This support helps agents resolve queries faster and more accurately, improving both customer satisfaction and agent morale.

Contact Center 52

Contact Center Technology Chatbots Call Logging 52

Avaya

MAY 20, 2016

Coming back from the defeats of the World Cup, the players really needed to trust their new coach and each other. You might think that the sheer physicality of rugby means that coaches are men of few words and that suits the players just fine. Never go into a team meeting without having prepared at least some of the words you’ll say.

Coaching 40

Coaching Morale Feedback Enterprise 40

Quality Contact Solutions

JANUARY 12, 2023

Effective sales leaders also strike a balance between the desire to meet organizational objectives and provide the necessary support their team expects and needs. Showing appreciation in group settings, like team meetings, and also acknowledging their individual contributions can help boost morale.

Sales 52

Sales Best practices Coaching Morale 52

aircall

JULY 14, 2021

What’s more, low employee engagement levels can harm their overall productivity and impact their ability to meet goals or targets. You can identify disengaged employees by their low morale and negative perception toward work and even their colleagues. I’m not getting feedback on my work. Am I doing well?

Employee engagement 98

Employee engagement Surveys Interactive Voice Response Morale 98

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. Improve agent utilization.

Call Center 196

Call Center Self service Gamification Contact Center 196

SharpenCX

NOVEMBER 10, 2020

Then, put the performance data to work in your coaching and training plans. Step #2: Boost agent morale and performance through frequent training. Coach your agents frequently and make it a priority to check in with them daily. Read Next] Fit coaching into your daily workflow with Sharpen’s Quality Management tools.

Call Center 121

Call Center Customer Service Coaching Wait times 121

Calltools

AUGUST 5, 2020

Some of the tools your remote employees deserve include: A good CRM Call monitoring Whisper coaching IVR (interactive voice response) Metrics Imagine your employees trying to function without these tools. Losing whisper coaching means that they won’t get the feedback that they need to close difficult deals.

Call Center 52

Call Center Management Interactive Voice Response Real estate 52

SharpenCX

NOVEMBER 3, 2020

The Experience Coach. The experience coach focuses on individualism. You know that providing relevant feedback often will improve your agents’ well-being and your customer satisfaction. Because, to be a stellar manager, you have to be a good coach, too. And, a lack of autonomy drains morale (plus, performance).

Call Center 67

Call Center Agent Empowerment Management Coaching 67