2012 Coaching Management Surveys 
Nicereply
MARCH 14, 2023
Being a support manager is a demanding job that requires constant learning. These 17 books contain critical lessons that every support manager will benefit from. Every customer support manager has a busy life. Priorities are constantly competing. But one should stand strong among all the others: to keep on learning.
Calabrio
MAY 3, 2021
Albeit the hurdles, we’re proud to announce one of these leaders has been recognized by ICMI as a stand-out manager. David Flores from GreenPath Financial Wellness is named a finalist in the 2021 ICMI Global Contact Center Awards for Best Contact Center Manager. That’s why I don’t micro-manage.
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Playvox
OCTOBER 6, 2021
Gen Z (born between 1997 and 2012) 12% of 2025 workforce As digital natives, this generation uses social platforms to connect with others and to build their personal brands and businesses. Training, tools, and coaching are elements that each contact center agent needs, regardless of generation. Be a top-down manager.
NICE inContact
JULY 25, 2019
According to the JOLTS survey from the Bureau of Labor Statistics, the employee turnover rate is higher now than it has been in the past 18 years. Recognition via a performance management program in the workplace can fulfill that need and keep employees around longer. 5) Provide Coaching. and quality management products.
Fonolo
NOVEMBER 17, 2020
To achieve that within a remote or hybrid work environment, we’re going to see more contact centers reach for a cloud-based technology that drives camaraderie, increases visibility, allows supervisors to coach from anywhere, and enables agents to self-manage.” Managing a contact center has a unique set of challenges.
Balto
JUNE 23, 2022
A quick search for “contact center scripts” yields thousands of results aimed at teaching managers the best practices for enforcing script adherence. Script adherence is heavily influenced by an agent’s trust in their manager and beliefs about their coworkers’ work ethics. We surveyed 567 agents across the United States.
Balto
FEBRUARY 6, 2023
We surveyed over 620 tenured agents to understand if they view the contact center as a strong career path, and the answer was a resounding yes. of agents were able to take on additional management responsibilities. There’s plenty of room for advancement: 68% of tenured agents were actively working towards a promotion and 84.7%
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