ShepHyken

NOVEMBER 25, 2016

So what’s the moral of this story? She is a Conference and Workshop Presenter, Executive Coach and Author based in Australia. Read Shep’s latest Forbes Article: 2016 Black Friday, Cyber Monday Holiday Insights And Predictions. Don’t stay at a hotel that puts things in writing? My guess it’s the second option and here’s why.

Morale 274

Morale Coaching Customer Service Customer Experience 274

CX Global Media

OCTOBER 22, 2018

For many, managing morale and employee engagement in a contact center is a complete mystery. In 2016, he and his wife launched the Amani Marie Foundation , a non-profit organization focused on economic mobility in the Charlotte, NC community. Jim Rembach is the President of Call Center Coach and Host of the Fast Leader Show podcast.

Employee engagement 45

Employee engagement Contact Center Morale Coaching 45

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

Balto

JUNE 13, 2022

What we think it means: As we reported on coaching , problems with script adherence scale with contact center size. With this in mind, it doesn’t help morale that agents in the largest contact centers report having the longest scripts. In 1,000+ agent contact centers, this situation is tough on morale. 2016, October 20).

Scripts 52

Scripts Contact Center Morale Best practices 52

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

Fonolo

SEPTEMBER 27, 2016

Back in 2016, we asked some of them this question: “ How do you meet (or exceed) the KPIs set for your contact center?” Not only do you have to have the right people talking to your customers, but you have to have the right managers in place motivating and coaching the agents.” Tip 3: Create a Pipeline of Coaches.

call center professionals 98

call center professionals Call Center Average Handle Time Contact Center 98

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? We Surveyed 500 Managers About Call Center Coaching.

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52