Balto

JUNE 23, 2022

This presents pain points for managers and agents alike as companies have to pay for enforcement tools, perform ongoing training, and coach agents on a tool that may not lend itself to optimal results in terms of agent satisfaction and retention. This means that managers are spending more time preparing for less effective coaching sessions.

Scripts 52

Scripts Coaching Contact Center Surveys 52

Balto

OCTOBER 31, 2022

“Coach your agents on how to improve at their jobs, and provide specific feedback where possible. Proper coaching will help those that may be struggling, and will advance those that are already doing a good job. Do you need to introduce more 1-on-1 coaching? 2012 Allied Workforce Mobility Survey: Onboarding and Retention.

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

Customer Interactions

AUGUST 7, 2014

During her 12-years at SRFECC, Julee has taken approximately 85,000 calls including 40,000 9-1-1 calls for service. Her EMD Protocol Compliance standards are a perfect 100% in Post-Dispatch Instructions and her Customer Service score a near perfect 99.98% Julee has served as a supervisor for SRFECC for the last 7 years.

Telecommunications 31

Telecommunications Construction Morale Technical Support 31

BlueOcean

OCTOBER 4, 2021

The pandemic only accelerated the growth of the subscription economy, which has seen an incredible 437% growth since 2012—and a 66% increase from 2019 to 2020. For those of us in the contact center space, the truly fascinating thing (besides the astounding growth itself) is the impact on customer care and the customer experience.

Customer Experience 77

Customer Experience Coaching B2C Customer Care 77

BlueOcean

OCTOBER 4, 2021

The pandemic only accelerated the growth of the subscription economy, which has seen an incredible 437% growth since 2012—and a 66% increase from 2019 to 2020. For those of us in the contact center space, the truly fascinating thing (besides the astounding growth itself) is the impact on customer care and the customer experience.

Customer Experience 62

Customer Experience Coaching B2C Customer Care 62

Callminer

SEPTEMBER 5, 2017

But when the whole month has a lot of calls which were of all different types, the quality report – which can identify potential gaps and required agent coaching or training – may be delayed by many days. Meanwhile, hundreds of other customer interactions may suffer. Who is coaching the coaches? Gene Caballero.

Call Center 140

Call Center call center software outsourcing Coaching 140

Comm100

OCTOBER 30, 2017

Free Download] 120+ Ready-to-Use Live Chat Scripts for Both Sales and Customer Service. A 2012 study by Beyond Philosophy, called out “silo mentality” as the biggest organizational hurdle in improving the customer experience. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams.

Best practices 45

Best practices Contact Center Management outsourcing 45