SharpenCX

FEBRUARY 4, 2020

Download Now: Master your manager skill set with 29 tactics and strategies to better coach agents. Soft skills are often seen as personality traits. You’re asked to meet a list of KPIs, all while coaching your team to meet high performance standards. Sure we can say, “It’s not personal, it’s just business.”

Call Center 84

Call Center Management Coaching Contact Center 84

Balto

JUNE 13, 2022

What we think it means: As we reported on coaching , problems with script adherence scale with contact center size. As we discussed in our report comparing how in-person and remote agents use scripts , remote agents are the most likely to view their scripts as ineffective. and 3.91, respectively) than their in-person colleagues (3.09).

Scripts 52

Scripts Contact Center Morale Best practices 52

Nicereply

MARCH 14, 2023

Packed with helpful advice relevant to leaders of all kinds—including support managers—this book shows the difference between leading and managing and comes with plenty of personal examples to inspire you in your role. You’ve become the bad person in this scene. How did that ever happen?”

Management 98

Management Call Center Metrics Entertainment 98

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.”. Sometimes, you just need to speak to a person. The Great Contact Center Diaspora. Up from just 2.2% The Value of Metrics.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Tethr

JUNE 21, 2019

In 2008 when we first reported on our findings, we recommended companies use a new metric—the Customer Effort Score—to gauge the level of effort in their customer experience. Well, the answer to that question has changed dramatically in the 10 years since our team at CEB (now Gartner) conducted the original research.

Surveys 68

Surveys Coaching Customer effort Metrics 68

SmartKarrot

SEPTEMBER 18, 2020

Founded in 2008, it developed this AI-powered Chrome extension. It is the largest college recruiting network that serves more than 17 million high school athletes and over 30.000 college and university coaches throughout the USA. The platform hosts lessons in the areas of personal development and business as well. Applyboard.

SaaS 21

SaaS Education Coaching Healthcare 21

Amity

OCTOBER 31, 2016

We’ve had a customer support team right from the founding of the company in 2008 and from the start, our support team has been wowing customers with their dedication and passion. How did you personally get started in Customer Success? If I had to sum it up, everything post-sale is the domain of the Customer Success team.

Coaching 0

Coaching Engineering Upselling Marketing 0