Callminer
AUGUST 1, 2017
Source: Human Resource Management; Issue: 51(4); 2012; Pages 535-548. Make onboarding & ongoing coaching as stellar as possible. Metrics, Measure, and Monitor – Make sure your metrics and associated goals are clear and concise while aligning with efficiency and effectiveness. Encourage honest and open communication.
Nicereply
MARCH 14, 2023
The 4 Disciplines of Execution By Chris McChesney, Sean Covey, and Jim Huling Published: 2012 Length: 296 As a support manager, it’s your responsibility to build a strong team and create a fantastic customer experience. No amount of coaching, training, or quarterly feedback surveys will prevent it. Books on business acumen 3.
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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.” FCR is the Most Important Metric. The Value of Metrics.
CSR Inc.
JULY 17, 2016
While I agree with the gist of the article about ways in which technology can positively impact the call center workplace (some are common talking points for me as well), I want to focus on two in particular that inevitably come up in discussions with call center managers: gamification and coaching/feedback.
Balto
FEBRUARY 6, 2023
The whole team benefits before, during, and after an internal promotion.” – Michelle Barbeau, Senior Customer Enablement Manager The only metric which didn’t improve linearly with rate of internal promotion was whether or not respondents were actively working towards a promotion. Suddenly, their work has greater meaning and impact.
Ann Michaels and Associates
OCTOBER 28, 2018
Our Assurance team, which more than doubled in size in 2012, ensures team members have the skills needed to uphold this by providing ongoing coaching and positive enforcement when team members are speaking with clients. Measurement is foundational to our goal setting and organizational accomplishment.
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.
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