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.

Call Center 48

Call Center Technology Gamification Coaching 48

inmoment

MAY 14, 2020

It was an interactive online program, using personal coaches and well-known celebrities such as Dr. Oz. Since the program was launched in late 2015, more than 100,000 members have collectively lost over 1 million pounds or an average of 7% of their body weight, according to United Healthcare.

Healthcare 52

Healthcare Chief Customer Officer Metrics Call Center 52

Natalie Petouhof

FEBRUARY 28, 2016

Managing performance and productivity in a typical enterprise is no easy task, given disparate systems, complex processes and the differences in performance metrics between roles and functions. The latest version of Verint Performance Management became generally available in November 2015. What Does This Latest Release Feature?

Gamification 45

Gamification Management Analytics Metrics 45

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. But knowledge retention isn’t the only metric worth looking at. Do you need to introduce more 1-on-1 coaching?

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

CX Journey

JULY 7, 2015

Today's post is a modified version of a post I originally published on Touchpoint Dashboard on February 4, 2015. Coach and train employees on these areas: keep doing the things you're doing well, but make improvements where you're falling down. Be sure to establish metrics to track performance of – and against – improvements.

Journey mapping 68

Journey mapping Coaching Feedback Customer Experience 68

Enghouse Interactive

APRIL 28, 2019

As a result, on a global basis 88% (versus 77% in 2015) of business executives* have identified that improving the customer experience is their most important focus for 2019 onwards, specifically noting that integrating and pro-actively managing omni-channel capabilities are key to achieving that objective.

Quality management 40

Quality management Management Scripts Call flow 40

Enghouse Interactive

MAY 21, 2019

As a result, on a global basis 88% (versus 77% in 2015) of business executives* have identified that improving the customer experience is their most important focus for 2019 onwards, specifically noting that integrating and pro-actively managing omni-channel capabilities are key to achieving that objective.

Quality management 40

Quality management Management Scripts Call flow 40

Service Agility

OCTOBER 18, 2017

Originally published in Contact Center Pipeline, May 2015 X% answered in y seconds. Because it is such a clear indicator of caller dissatisfaction, the abandoned percent is one of the most critical metrics we have. This is a mathematical fact, and no amount of hoping, coaching, or micro-managing can change the occupancy rate.

Service level 40

Service level Abandon rate Contact Center Metrics 40

CX Journey

OCTOBER 20, 2015

It appeared on their blog on April 23, 2015. Giving employees feedback - and ongoing coaching - helps to guide them in the right direction, to do things better, to do the right things. I mentioned at the beginning that there's a metric called customer effort score. It took less time than I expected to handle this issue.

Customer Experience 75

Customer Experience Scripts Customer effort Journey mapping 75

Insite Managed Solutions

MAY 23, 2013

Top 10 Technological Contact Center Trends Cloud: Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015. 2017 Key Metric Success. Call Center Coaching Can Lead to Attrition. Nicola Behr. 2017-09-25T14:57:12+00:00. Conference Chatter.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

Tenfold - Contact Center Blog

JULY 9, 2018

It begins with setting metrics. The right metrics or key performance indicators (KPIs) should effectively measure a business’s specific capacities. Here’s a list of the most crucial metrics that inbound call center must measure. To improve AHT, quality training and customized coaching should be done.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78

Netomi

JANUARY 5, 2022

Mr. Ray helps CX and marketing leaders to launch and manage successful CX programs, gather and use voice of the customer (VoC) data more effectively, align CX metrics to the right leading indicators of success, and improve the use of customer journey maps and personas. Follow Frank on Social Media: Twitter: Frank Eliason (@FrankEliason).

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

aircall

NOVEMBER 21, 2022

As a result of Aircall, the Spotahome team was able to increase bookings by 350% from 2015 to 2016.” ? Our Call Analytics Dashboard helps you monitor your customer satisfaction over time by letting you keep track of all your call metrics—such as wait time, missed call rate, and call volume—in one place. . Want to learn more?

CRM 62

CRM Wait times Consulting Consulting 62

JustCall

APRIL 12, 2023

Founded in 2015, Gong is a popular sales intelligence software that provides deep insights into deal progress, pipeline, and market trends. MeetRecord Overview MeetRecord is a call recording and coaching software used by 35+ startups and mid-market companies. However, post-pandemic many Gong competitors have come to the fore.

Sales 52

Sales Coaching CRM Contact center software 52

CrazyCall

APRIL 9, 2019

Alice Heiman is a sales coach and internationally renowned sales expert who demonstrates business owners and SMBs how to generate leads, handle objections and close more deals. So far, she has over 30 years of experience in corporate sales and 16 years of young executive coaching & talent management consulting practice.

Sales 133

Sales Consulting Consulting Coaching 133

Zoom International

NOVEMBER 7, 2018

Is your goal to hit contact center metrics? In the day to day operations of many contact centers, we focus on traditional operational metrics, such as service level, talk time and adherence. In 2015, we kicked off a customer experience transformation powered by the Net Promoter® methodology for our customer-facing teams.

Contact Center 40

Contact Center Banking Surveys Metrics 40

Customer Guru

DECEMBER 13, 2017

In one of our own research at Customer Guru conducted in 2015, almost one-third of respondents said that employees don’t have a clear understanding of what exceptional customer experience means. Coaching mid-management on customer experience. Employees don’t understand what good customer experience means.

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

ClientSuccess

AUGUST 7, 2019

Founded by Kristen Hayer in 2015, The Success League is a customer success consulting firm dealing in leadership consulting, training, and coaching. From department goals and metrics to training and education, The Success League team helps customer success leaders develop every single part of the process.

Consulting 41

Consulting Consulting Sales Coaching 41

Amity

FEBRUARY 10, 2017

It’s evolved immensely and especially so since Catherine Blackmore joined Oracle Marketing Cloud back in August of 2015. From an external point of view, there is no other organization that is as relied upon by the customer to be its champion, guide, coach, and conduit to critical information.

Marketing 80

Marketing Customer centricity Coaching Sales 80

CX Global Media

SEPTEMBER 10, 2018

He shared the history of their contact center which opened in October of 2015 and how the business has changed since then and changes they foresee in the near future. The post 5 Teams Coca-Cola Created That Blows the Top Off Employee Engagement appeared first on Call Center Coach. I was thrilled when he accepted.

Employee engagement 185

Employee engagement CCNG Contact Center Education 185