CCNG

JANUARY 10, 2024

Quality Assurance and the Supervisor Within a contact center environment, quality assurance plays a big role to make sure the agents perform consistently and the information that is being delivered to the customer is accurate. A knowledge management system is different than a knowledge base. Heightens customer confidence.

Technology 195

Technology CCNG Coaching Contact Center 195

CCNG

NOVEMBER 1, 2023

Our insight into the intricacies of agent management and scheduling positions us to contribute significantly to strategic planning discussions. By incorporating WFM into the strategic planning process, organizations can tap into our wealth of data and insights to inform future forecasts, resource allocation, and performance measurement.

CCNG 195

CCNG Analytics Employee engagement Contact Center 195

ShepHyken

MARCH 18, 2024

I have added my comments about each article and would like to hear what you think too. While MarTech emerged, customer engagement reached a new level and made it easier for the management to shorten the distance between marketers and clients. Here are my top five picks from last week.

Customer Service 196

Customer Service Government Customer centricity Customer Experience 196

ShepHyken

JANUARY 14, 2024

I have added my comments about each article and would like to hear what you think too. This compilation of nine best practices for managing unhappy customers comes from the Rolling Stone Culture Council. Each week, I read many customer service and customer experience articles from various resources.

Customer Service 142

Customer Service Best practices Metrics Banking 142

ShepHyken

JANUARY 14, 2024

I have added my comments about each article and would like to hear what you think too. This compilation of nine best practices for managing unhappy customers comes from the Rolling Stone Culture Council. Each week, I read many customer service and customer experience articles from various resources.

Customer Service 137

Customer Service Best practices Metrics Banking 137

Beyond Philosophy

APRIL 16, 2021

These rules for managing company politics are here because no one ever officially tells you how to deal with them. Here are the five I have narrowed down to my list: 5 Rules for Successfully Managing Your Company Politics. To hear more about this idea in more detail, listen to the complete podcast here. Don’t be naïve.

Management 370

Management Consulting Consulting Personalization 370

Beyond Philosophy

APRIL 9, 2021

Let’s imagine that you’re an account manager with 200 customers. We discussed Dunbar’s number and limitations of managing groups of people on a recent podcast. Once you understand your limitations, you can discover the actual number of people you can effectively manage. Yep, you guessed right, not much.

Management 391

Management Accountability Consulting Consulting 391

ShepHyken

FEBRUARY 14, 2022

I have added my comment about each article and would like to hear what you think too. 7 Customer Service Training Tips Every Manager Needs to Know by Justin Herrick. Stella Connect) As a result of a high-performing customer service team, your brand will establish a reputation for quality service that keeps customers coming back.

Customer Service 307

Customer Service Surveys Customer Experience Accountability 307

CCNG

AUGUST 16, 2023

Organizations want to know the customer’s overall satisfaction with their products and services while desperately trying to achieve some nebulous overall score so they can tie it to leadership performance or tout it to investors. Establish a closed loop system for surveying.

Surveys 195

Surveys CCNG Airlines Consulting 195

Beyond Philosophy

JANUARY 11, 2024

You might have heard that to form a new habit, one must perform the activity 21 times. Therefore, consistent reinforcement is more accessible to implement and more straightforward to manage. We’d love to hear it below in the comments. We would be glad to hear from you and help you with your challenges.

Education 221

Education Feedback Call Center Marketing 221

Beyond Philosophy

MARCH 28, 2019

Managing our risk aversion and the risk aversion of our customers is a significant part of providing an excellent Customer Experience. Luckily, there are a few ways to manage uncertainty—and its related risk. The manager has a phrase I quite like that applies here. I even told my training manager to put on his researcher hat.

Management 359

Management Consulting Consulting Benchmark 359

ShepHyken

NOVEMBER 6, 2023

I have added my comment about each article and would like to hear what you think too. Key Contact Center Metrics You Should Be Tracking by Foundever (Foundever) There are myriad metrics and indicators that an organization can monitor to measure contact center performance. Here are my top five picks from last week.

Customer Service 163

Customer Service Self service Surveys Contact Center 163

CCNG

SEPTEMBER 27, 2023

The customer hears, “May I put you on hold for one to two minutes while I research that for you?” DO MORE WITH LESS There is a difference between a knowledge base and knowledge management systems. A knowledge management system can be used with all agent channels and should have an AI component.

Management 195

Management Average Handle Time Self service First call resolution 195

CCNG

MARCH 8, 2023

As a contact center leader, you’re always looking for ways to improve performance and keep your agents happy. In this blog post, we're discussing how to recognize warning signs and prevent contact center agent apathy before it affects performance metrics (and profits!). So, what if the issue is apathy?

Morale 195

Morale Contact Center CCNG Agent burnout 195

Beyond Philosophy

SEPTEMBER 3, 2020

So, yes, this concept is simple to say, and it makes sense when you hear it, but it is also harder to do than it sounds. For example, when choosing a specialist doctor to perform surgery, we often have NO idea if they are skilled surgeons. To hear more about this idea in more detail, listen to the complete podcast here.

Banking 390

Banking Consulting Consulting Accountability 390

ShepHyken

FEBRUARY 8, 2019

They directly hear what the customers’ problems are and have a finger to the pulse of what your customers need. It is better that you hear from your employees and you nip the problem in the bud, rather than finding out about it later after your customers have blasted you on social media. What You Can Do.

Feedback 235

Feedback Customer Experience Abandon rate Surveys 235

Myra Golden Media

JULY 12, 2019

The manager carefully crafted a monitoring form, which would be used to measure everything from listening skills to friendliness, to empathy. Quality monitoring programs must motivate employees to perform at optimal levels, be easy to manage, and yes, they must be fair. Make It About Coaching Employees to Optimal Performance.

Contact Center 136

Contact Center Calibration Coaching Feedback 136

Steve DiGioia

MARCH 20, 2023

Each sales manager would touch on the key points of their customer’s requests, and I would explain the operational procedures on how we plan on servicing the event. When we got to one of our newer sales managers, I could already sense that she was a little nervous about this event. I had a great team and was sure we’d do a fine job.

Sales 182

Sales Management Customer Service 182

Myra Golden Media

APRIL 11, 2023

Strategy 1: Optimize Agent Training and Performance Optimizing agent training and performance is the first strategy for maximizing your contact center’s potential. Contact centers can optimize performance by implementing a training program that focuses on developing the skills and knowledge of your agents.

Average Handle Time 156

Average Handle Time Contact Center First call resolution Analytics 156

AWS Machine Learning

APRIL 16, 2024

The biggest concern we hear from customers as they explore the advantages of generative AI is how to protect their highly sensitive data and investments. The Nitro System is an unparalleled computing backbone for AWS, with security and performance at its core.

Engineering 120

Engineering Personalization Accountability Customer Experience 120

ShepHyken

AUGUST 28, 2023

I have added my comment about each article and would like to hear what you think too. My Comment: As Peter Drucker was often quoted as saying, “You can’t manage what you can’t measure.” Here are my top five picks from last week. Businesses that want to grow in 2023 (and beyond) realize that this isn’t a problem—it’s an opportunity.

Customer Service 156

Customer Service Journey mapping Feedback Consulting 156

The Northridge Group

APRIL 22, 2024

In our 3-part series: People, Process, & Technology — and the Intersection of AI, we have asked industry leaders in technology, people and process management to explain what AI is, what it isn’t, and how it can be a benefit (and a curse) in each area. You’re a CSR, and there’s so much you hate about your job. Reply better!

Technology 76

Technology Coaching outsourcing Customer centricity 76

Customer Service Life

FEBRUARY 29, 2024

Image by Mikko Koivuneva from Pixabay Whether it’s called a one-on-one meeting, or a coaching conversation, or a performance check-in, this regular conversation between a supervisor and an employee is essential to an effective and high-performing contact center. What’s on their mind? What do they love doing outside of work?

Contact Center 88

Contact Center Metrics Coaching Feedback 88

Totango

DECEMBER 20, 2023

We are delighted to share that Totango was recognized in the G2 Winter 2024 reports for its exemplary performance in the customer success software category. Health scoring : Users value the proactive management of customer success through health scores, allowing them to stay ahead and ensure product success.

Enterprise 108

Enterprise Customer centricity Benchmark Upselling 108

Steve DiGioia

OCTOBER 12, 2020

It all depends on what is more important to you as a manager. The Better With You Manager. Some managers want to be the center of attention, the star. They may also have a heavy-handed management style where no decision can be made without their input or approval. It all went through the BWY manager.

Morale 213

Morale Management Surveys 213

Peter Lavers

FEBRUARY 21, 2019

It presented a huge opportunity to learn about emerging technologies, get one-on-one advice from experts, and hear about the successes and challenges faced by global business leaders and industry disruptors. HR – staff engagement/talent/culture/performance management.

Customer centricity 167

Customer centricity Technology Marketing Customer Experience 167

LiveVox

JULY 6, 2021

Remote work has become a core aspect of contact center operations but the latest research indicates that there are disparities between how contact center managers perceive work from home and how it has actually impacted operational performance. The post On-Demand Webinar: The Remote Tipping Point — Is Work from Home Here to Stay?

Contact Center 92

Contact Center Management 92

Jon Arnold

AUGUST 31, 2022

Managing all these applications is harder to do than appears, especially since many of them are real-time. IT cannot possibly keep up with all the updates and performance testing, and when things don’t go to plan, the user experience suffers, and that can really impact UCaaS adoption.

Management 73

Management 73

ChurnZero

APRIL 18, 2024

Those are some big shifts – whether it’s updating your books , implementing a new management system, or revamping the tools, resources, and customer journeys you already have. Consider these tried-and-tested activities: Calling customers (on the phone) – they want to hear from you, and appreciate the extra effort.

Journey mapping 52

Journey mapping SaaS Metrics Engineering 52

Fonolo

SEPTEMBER 2, 2021

But customer success leaders know that performance isn’t always based solely on profit. Call center managers must be aware of industry trends, customer needs, and the latest call center technology. Call center managers might consider investing in visual IVR and hiring more agents to lower abandonment rates. Usually, yes.

Benchmark 142

Benchmark Call Center Abandon rate Average Handle Time 142

VirtualPBX

FEBRUARY 15, 2022

For a business, the neat thing about ACD Queues is that it allows you to monitor essential call metrics like call volume, wait times, and agent performance. Pro takes your average queue management system to the next degree of efficiency so you can scale your business as quickly as you need to without losing customer retention.

call center software 98

call center software Call Center Wait times Customer retention 98

Integrity Solutions

APRIL 8, 2024

Unfortunately, managers and salespeople alike usually end up frustrated when the needle still won’t seem to budge. In fact, not only can mindset, motivation and drive be developed and nurtured, they must be if we want to improve sales performance and unleash the full potential of our people. That’s just the simple truth.

Sales 73

Sales Coaching Personalization Surveys 73

Virtual Live Labs

DECEMBER 9, 2020

It can be the lethargic feeling that their work is boring, or they may feel disconnected from their manager or organization. It takes both leaders and employees by surprise and can ultimately have an effect on employee satisfaction and performance. What are you hearing today?” Check in with them individually midday—by phone.

Personalization 130

Personalization Management 130

Virtual Live Labs

DECEMBER 9, 2020

It can be the lethargic feeling that their work is boring, or they may feel disconnected from their manager or organization. It takes both leaders and employees by surprise and can ultimately have an effect on employee satisfaction and performance. What are you hearing today?” Check in with them individually midday—by phone.

Personalization 130

Personalization Management 130

Spearline

MARCH 2, 2023

Voice Assure Realtime with Matthew Lawlor “ At Spearline, our product vision is create one platform which makes managing business critical communications easy. It allows our customers to select country and perform a test and have that audio streamed straight to them so they can hear exactly what’s happening within that market.”

Marketing 52

Marketing Management 52

Fonolo

AUGUST 19, 2021

Attention all call center managers – don’t worry! Lack of support and feedback from management. Agents handle the customers, while managers handle the agents. Feedback is also essential for high performance. As a manager, you have a lot on your plate. have over double the turnover rate of other occupations.

Agent burnout 148

Agent burnout Call Center Metrics Contact Center 148

Toister Performance Solutions

MAY 11, 2023

I hear these three questions most often: Does the training program work? I was working for a parking management company when I received a call from the CEO with an urgent request to deliver customer service training at one of our locations. Recent mystery shopper results provided a baseline for their performance.

Customer Service 87

Customer Service Surveys Best practices Customer retention 87