Serenova

JULY 7, 2020

It’s no longer about simply training agents to work faster with the singular goal of reducing contact resolution metrics. Advanced contact center solutions can use the metrics and KPIs to dynamically prescribe tailored training courses and coaching sessions. Contact centers must train agents to work smarter and more effectively.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

SharpenCX

OCTOBER 27, 2021

When Centricity first moved to a work-from-home model in 2020, they had to stray from their traditional management style. They couldn’t have in-person coaching conversations. They worked with Sharpen’s Data Science Team to focus on metrics agents could actually impact, like Active Contact Resolution instead of First Call Resolution. .

Analytics 128

Analytics Coaching Contact Center Metrics 128

SharpenCX

MAY 6, 2021

Focusing on metrics that impact your customer happiness in the biggest ways helps you find gaps and pains in your customer journey, so you can fix them. 5 Metrics to Understand then Improve Customer Satisfaction for Better ROI . And, keep a close eye on churn data to see how those metrics create (or eliminate) more churn.

Metrics 84

Metrics Agent Empowerment Contact Center Customer effort 84

Fonolo

NOVEMBER 3, 2020

Our research for The State of the Contact Center 2020 Report indicates that the change to remote work, along with increasing public scrutiny and growing corporate EQ, will cement Agent Satisfaction as the ‘Master KPI’ on which all other metrics depend. Keynote Speaker and Official Forbes Coach. CEO at CXJourney Inc.

Contact Center 167

Contact Center Consulting Consulting Coaching 167

SharpenCX

MARCH 5, 2020

You can narrow in on a specific agent’s metrics, tracking them through every touchpoint to get summed up insight about their experience. Then, you can coach your agents to what you find. Use customer sentiment, AX and contact center metrics to better inform your decision-making. All while factoring in your agent experience, too.

Best practices 67

Best practices Contact Center Airlines Benchmark 67

SharpenCX

NOVEMBER 21, 2019

2020 call center trends look to finally shake up the stale industry. As we look to 2020 call center trends, we look past shiny objects. In 2020, data strategies will go a step further than they did last year. In 2020, data strategies will go a step further than they did last year. Ready to put your metrics to use?

Call Center 84

Call Center Contact Center Interactive Voice Response Self service 84

SharpenCX

SEPTEMBER 25, 2020

Coach your agents to be conversational with their customers. Download Now] Get real about coaching your agents with these 7 action points. Especially if they’re working hard to meet their Average Handle Time metric. And sometimes, this makes finding a resolution take even longer (which is no good for hitting call time metrics).

Contact Center 128

Contact Center Coaching Scripts Average Handle Time 128

Skybridge

MARCH 10, 2023

As a growing number of organizations have come to recognize, customer expectations of brand interactions have shifted since 2020. Yes, you want to know the average number of agents reporting to each supervisor and the quantitative metrics by which their performance is measured. But those are just table stakes.

Coaching 52

Coaching Contact Center Scripts Accountability 52

Serenova

JULY 7, 2020

It’s no longer about simply training agents to work faster with the singular goal of reducing contact resolution metrics. Advanced contact center solutions can use the metrics and KPIs to dynamically prescribe tailored training courses and coaching sessions. Contact centers must train agents to work smarter and more effectively.

Call Center 52

Call Center Scripts contact center solutions Coaching 52

SharpenCX

NOVEMBER 21, 2019

2020 call center trends look to finally shake up the stale industry. As we look to 2020 call center trends, we look past shiny objects. In 2020, data strategies will go a step further than they did last year. In 2020, data strategies will go a step further than they did last year. Ready to put your metrics to use?

Call Center 67

Call Center Contact Center Interactive Voice Response Self service 67

SharpenCX

DECEMBER 2, 2020

American businesses risk a staggering $494 billion in revenue from poor customer care, according to the 2020 National Customer Rage Study. . Do agents have access to daily performance metrics? How can we improve your training and coaching? How to upskill your agents with frequent coaching and better metrics.

Call Center 128

Call Center Customer Service Contact Center Metrics 128

Call Design

SEPTEMBER 2, 2021

How we understand our agents often comes from our KPIs and their metrics. We define our agents as “top producers” or “needs coaching”. WINNER 2020 ICMI WORKFORCE PLANNER OF THE YEAR. Clearly this leaves one last thing to focus on “the right agent”. Dan Smitley.

Schedule adherence 148

Schedule adherence Coaching Finance Interactive Voice Response 148

Quality Contact Solutions

FEBRUARY 17, 2022

Finally, they use and apply metrics to make data-driven decisions and track progress. Prioritize Coaching The overarching goal of coaching is to make individuals and the team better. In early 2020 the pandemic fundamentally changed the way sales leaders engaged with, managed, and led their teams.

Sales 98

Sales Telemarketing Best practices Coaching 98

SharpenCX

OCTOBER 13, 2021

Some 32% of organizations were running their contact centers with cloud technology at the end of 2020. So, find a platform that allows your employees to talk to each other, access customer information, and see important metrics all in one place. Look for technology with targeted coaching and personalized remote training.

Contact Center 128

Contact Center Technology Coaching Analytics 128

SharpenCX

SEPTEMBER 24, 2020

2020 didn’t cancel National Customer Service Week. Have your typical 1:1 conversation, reviewing performance metrics and action items, first. Use CS week and the start of Q4 to set goals, policies and metrics that help your agents do better work. I blinked in March and now somehow we’re finalizing our plans for Q4.

Virtual Agent 52

Virtual Agent Customer Service Scripts Coaching 52

SharpenCX

APRIL 29, 2020

And, look to your year-over-year metrics for added guidance, too. Flash forward to 2020, and your average interaction volume in January – April increased to 1250 interactions per day. Look to your historical data and reports to find metrics to input into the calculator fields. Build in time for agent coaching.

Coaching 76

Coaching Management Contact Center Morale 76

SharpenCX

NOVEMBER 5, 2020

Putting in the time to coach and train your team ensures you stop bad agent habits in their tracks. With so much to do, it’s tough to find the headspace, let alone the time, to think through how to coach your agents regularly. Agent scorecards are feedback tools to help you put intention behind your coaching moments.

Average Handle Time 67

Average Handle Time Coaching Calibration Feedback 67

SharpenCX

JULY 9, 2020

Recruiting and training new hires cuts into the valuable time available for coaching and developing your team. Serve up frequent coaching and training to your agents, so they can improve their effectiveness and customer approach. You can use metrics like eNPS and Walker’s loyalty matrix to learn how your agents feel about their jobs.

Coaching 67

Coaching Metrics Contact Center Morale 67

Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. It’s 2020, and many businesses are utilizing remote work. William Taylor.

Call Center 182

Call Center Management Scripts Coaching 182

Fonolo

JUNE 9, 2020

Metrics for Evaluating Contact Center Agent Performance. Most commonly used in call centers, this metric can help you gain insights on the responsiveness and efficiency of your agents. This metric is a great way to track how efficiently your agents are managing their time at work. Where should you begin? Did you know?

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

Integrity Solutions

JULY 28, 2022

Research shows that the top four contact center KPIs/metrics, in order of importance, are: customer satisfaction, customer experience, quality assurance and revenue growth. Despite this, one of the most measured metrics per agent is “call handle time.” The ideal metric they’re going for is a 0.3-0.5

Contact Center 52

Contact Center Coaching Metrics Self service 52

SharpenCX

NOVEMBER 10, 2020

Step #1: Look at past metrics to create a framework for future goals. Also, take time to review past metrics to know how your agents are doing. Then, put the performance data to work in your coaching and training plans. Coach your agents frequently and make it a priority to check in with them daily.

Call Center 121

Call Center Customer Service Coaching Wait times 121

Playvox

APRIL 4, 2023

According to the 2023 Customer Rage Study by CCMC and Arizona State University , 74% of respondents reported experiencing a problem with a company’s product or service, up from 66% in 2020 and 56% in 2017. To get a resolution for their problems, 79% of customers complained to the company at fault, an increase from 72% in 2020.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. “If 2020 has taught us anything, it’s that people need human connection and clear communication. Contact Center Trends 2020. Read the Full Industry Report Here: Contact Center Trends 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

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.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

Call Design

AUGUST 9, 2021

It integrates with your ACD and WFM tool to monitor contact centre metrics and uses this information to determine when to deliver training during the most optimal time. Examples include: 1:1 coaching, personalised training, time to read company updates or responding to emails.

Interactive Voice Response 78

Interactive Voice Response Chatbots Coaching Virtual Agent 78

SharpenCX

AUGUST 18, 2020

The top five challenges are all united by a common theme: agent effort.” – Brian Cantor, CCW April 2020 Market Study. According to CCW’s August 2020 Market Study , 57% of consumers will complain directly to the agent or supervisor after a bad experience, increasing your handle times. In-line coaching and training.

Contact center software 67

Contact center software Contact Center Coaching Call flow 67

SharpenCX

AUGUST 18, 2020

The top five challenges are all united by a common theme: agent effort.” – Brian Cantor, CCW April 2020 Market Study. According to CCW’s August 2020 Market Study , 57% of consumers will complain directly to the agent or supervisor after a bad experience, increasing your handle times. In-line coaching and training.

Contact center software 67

Contact center software Contact Center Coaching Call flow 67

Quality Contact Solutions

JANUARY 12, 2023

Finally, they use and apply metrics to make data-driven decisions and track progress. 10 Best Practices for Delivering Virtual Training Prioritize Coaching The overarching goal of coaching is to make individuals and the team better. Great sales leaders are adaptable to change.

Sales 52

Sales Best practices Coaching Morale 52

Playvox

DECEMBER 21, 2022

While these are great virtual meeting tools for communicating in and engaging as a group, you might need other technology in place for one-on-one coaching for individual agents. Paired together, they can show you the impact of behavior adjustments on hard metrics so you know exactly which agents need to improve in specific areas.

Contact center software 52

Contact center software Contact Center Coaching Quality management 52

TeamSupport

JANUARY 12, 2021

Expand efforts to build customer proficiency through training, coaching and skills development. Download the full report, Customer Support Transformation: The Guide to Essential Practices and Metrics. Make efforts to capture and learn from customer interactions an imperative to driving Support efficiency.

B2B 86

B2B Customer Support Technical Support Coaching 86

Integrity Solutions

MAY 26, 2022

employees said their workplaces had a strong ethical culture in 2020, compared with 1 in 10 who felt that way in 2000. employees experienced 2x more pressure in 2020. Of course, 2020 was a significant and uniquely challenging year for many reasons. Of course, 2020 was a significant and uniquely challenging year for many reasons.

Sales 52

Sales Morale Coaching Surveys 52

SharpenCX

JUNE 29, 2021

[Read Next:] Coaching and Training Action Items to Inspire your Customer Service Training Program. To keep up with changes in automation and our increasingly digital workplace, coach your agents in the skills they need to keep up with the future of work. Coaching and Upskilling Agents Toward 3 Essential Customer Service Skills.

Customer Service 67

Customer Service Coaching Call Center call center software 67

SharpenCX

DECEMBER 8, 2021

Share metrics and insights. When companies went remote in the spring of 2020, millions of employees were stuck working from home without the proper technology and tools. Make sure it includes clear reporting tools and allows you to give coaching tips remotely. What challenges are you facing? Where would you like to grow?

Employee engagement 137

Employee engagement Contact Center Call Center Coaching 137

SharpenCX

MAY 27, 2021

You can monitor for triggers in customer conversations (then respond and coach your agents on those triggers). Traditional metrics like First Contact Resolution and Average Speed of Answer are still critical to a successful contact center. Build up your agents’ confidence to improve traditional efficiency and quality metrics.

Contact Center 67

Contact Center Customer Service Interactive Voice Response Chatbots 67

Serenova

DECEMBER 4, 2019

Increasingly, supervisors are using this information to coach agents, serve as fodder for gamification and deliver rewards. are planning to add one by the end of 2020, according to Nemertes’ 2019-20 Intelligent Customer Engagement research study of 518 global organizations. Today, 37.2% of companies have a CCO, up from 25% last year.

Analytics 89

Analytics Chief Customer Officer Gamification Coaching 89

SharpenCX

FEBRUARY 11, 2020

It’s vital that you know where your team’s strengths and weaknesses lie, so you know how to coach to better performance. With metrics and KPIs, you set the bar for performance across your contact center. Use metrics to know where your agents need more coaching or training. Tip #3: Coaching for a Better Team.

Call Center 67

Call Center Coaching Contact Center Agent burnout 67