SharpenCX

SEPTEMBER 29, 2021

As a manager, your executive team is consistently pushing you to keep employees engaged, reduce turnover, increase profitability and efficiency. We’ve compiled four employee training templates to give you practical strategies to increase learning and training in your contact center. I understand. Where do you start?

Contact Center 137

Contact Center Coaching Employee engagement Call Center 137

SharpenCX

DECEMBER 8, 2021

As of May 2021, nearly 70% of companies reported they plan to fully adopt a remote work or hybrid work model. When employees feel disconnected, lonely, and frustrated over collaboration and communication, you’re stuck with a potentially weakened company culture and lower employee engagement.

Employee engagement 137

Employee engagement Contact Center Call Center Coaching 137

SharpenCX

JANUARY 6, 2021

As many as 20% of Fortune 500 companies won’t make it through 2021 in one piece. You can add channels and coach on the fly to build in more efficiency and confidence for your team, so you keep hold times and escalations at bay even during the toughest times. And, the best managers spend 75% of their time coaching in-the-moment. (

Call Center 67

Call Center Coaching Abandon rate Contact Center 67

Integrity Solutions

DECEMBER 21, 2020

We’re all grateful for the rewarding and mutually valuable relationships we have with our clients, and we look forward to moving onward and upward with you in 2021. The post Reflections on 2020 and A Message of Thanks, Optimism and Hope for 2021 appeared first on Integrity Solutions.

Sales 69

Sales Consulting Consulting Personalization 69

SharpenCX

AUGUST 4, 2021

I’m giving you 3 projects to refresh your customer service strategy today (plus tips to start them) to round out a better 2021. Project #1: Consistently Coach and Train your Agents. Implementing consistent coaching and training for your agents is an essential first step in giving your customer service strategy a jump start.

Customer Service 128

Customer Service Coaching Contact Center Interactive Voice Response 128

Fonolo

MAY 27, 2021

That’s why agent engagement surveys are so important. Discover the Six Crucial Contact Center Trends That Will Shape 2021. What is the Purpose of an Agent Engagement Survey? Agent engagement surveys help you reach the end goals of better profits and agent performance. As mentioned, call center jobs are stressful.

Call Center 136

Call Center Surveys Coaching Best practices 136

Playvox

MAY 11, 2023

To make remote work a success, your team needs autonomy, regular check-ins, coaching, and a sense of purpose. This is what true agent engagement looks like — and engaged agents are less susceptible to burnout. Did you know that having engaged employees directly affects company profits and annual results?

Management 89

Management Contact Center Coaching Employee engagement 89

SharpenCX

SEPTEMBER 8, 2021

But to take advantage of the benefits that come with engaged employees and happier, more loyal customers, it’s crucial that you, as a manager, invest resources to engage your team. We originally published this post on March 30, 2018, and we updated it for new insight on September 9, 2021. Guaranteed.

Customer advocacy 128

Customer advocacy Contact Center Surveys Coaching 128

CSM Magazine

JANUARY 5, 2022

In 2022, it will be imperative to think strategically about customer and employee engagement strategies to align the customer experience with the employee experience. Supporting Agent Coaching and Empowerment. New technologies will help contact centers be more agile in the new year. About the Author.

Contact Center 52

Contact Center Coaching Quality management Employee engagement 52

Balto

FEBRUARY 6, 2023

Figure 12: Satisfaction Metrics by Mentor Another facet of mentorship that we looked at was coaching type and frequency. The takeaway here is that agents appreciate coaching, training, and feedback — and for the most part, more is better. Those who received zero forms of coaching had the worst satisfaction metrics across the board.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

Noble Systems

APRIL 14, 2021

Agent monitoring with listen, coach and barge modes help ensure quality and provide opportunities for training and the ability to provide assistance during a call. Training and coaching to deliver the highest level of customer service. Real-time dashboards that show the status of agents and queues are essential.

virtual call center 98

virtual call center Call Center call center solutions call center software 98

Integrity Solutions

MAY 26, 2022

According to the 2021 Global Business Ethics Survey® , around 1 in 5 U.S. employees said their workplaces had a strong ethical culture in 2020, compared with 1 in 10 who felt that way in 2000. With the onset of the pandemic, remote work and disruption put a strain on controls, training and in-person management and coaching.

Sales 52

Sales Morale Coaching Surveys 52

CSM Magazine

JUNE 1, 2021

Employee engagement programs, like recognition and more tailored coaching, can improve service delivery and reduce attrition rates. Date: June 3, 2021. Remote or hybrid models seem to be here to stay for contact centres. Up to 50% of call centres expect 35% of agents to work remotely after the pandemic. Register here.

Surveys 52

Surveys SaaS Coaching Employee engagement 52

Russel Lolacher

APRIL 24, 2023

A few reasons why he is awesome – he is the found of The Learning Moment, a consultancy for culture coaching, he’s the co-author of the book “Helping People Win at Work: A Business Philosophy Called ‘Don’t Mark My Paper, Help Me Get an A” and he served as the CEO and Chairman of WD-40 for 25 years.

Coaching 52

Coaching Employee engagement Consulting Consulting 52

SharpenCX

MAY 16, 2022

And Officervibe’s 2021 State of Employee Engagement report found that 72% of employees think their manager could define clearer goals. Whether an agent is a naturally gifted speaker or someone who needs more coaching and guidance, everyone needs a solid script. Set Clear Expectations.

Contact Center 67

Contact Center Scripts Call Center call center software 67

TechSee

APRIL 10, 2019

The company invested in coaching frontline talent and built a volunteer program called ‘Tiger Teams’ where employees engage in projects focused on improving customer experience in telecoms. IDC estimates that 75% of enterprise applications will use AI services by 2021.

Customer Experience 154

Customer Experience Customer centricity Interactive Voice Response Wireless 154

CSM Magazine

JULY 7, 2022

In addition to reducing interdepartmental barriers, curbing overspending on unnecessary technology solutions, and unlocking key insights into customer loyalty and employee engagement, it can drive results and accelerate business growth. Kate focuses on coaching and educating across the design process. About the Author.

Journey mapping 59

Journey mapping Employee engagement Feedback Metrics 59

DMG Consulting

JANUARY 10, 2022

Figure 1: Workforce Optimization/Workforce Engagement Management Suite. Source: DMG Consulting, December 2021. Real-time guidance and next-best-action applications position agents to get things right the first time, delivering a new and much more positive approach to coaching and training. Technology Takes a Leading Role.

Contact Center 77

Contact Center Self service Enterprise Gamification 77

aircall

JANUARY 21, 2022

record numbers of resignations and vacancies were seen throughout 2021. For organizations, that means offering ongoing coaching and training to drive individual development. . In the U.S. and the U.K. This “Great Resignation” means sales teams need to rethink culture and support, making talent retention a top sales trend for 2022.

Sales 62

Sales CRM Scripts Coaching 62

SharpenCX

JUNE 23, 2021

If you’ve got agents pausing interactions a lot, you may have some coaching to do. You suffer from high costs to hire and train new employees, inconsistent service, staffing shortages, low team and agent morale, the list goes on (and on). We updated it for accuracy and tone on June 24, 2021. Team and Agent Performance.

Contact Center 101

Contact Center Abandon rate Management Metrics 101

CSM Magazine

OCTOBER 6, 2021

The important insights derived from the Calabrio Workforce Engagement Management (WEM) platform help our customers achieve goals while supporting contact centre agents and creating a more connected workforce,” said Tom Goodmanson, president and CEO at Calabrio. ANALYTICS COMPETITION WINNERS. GreenPath Financial Wellness – Winner.

Analytics 52

Analytics Interactive Voice Response Average Handle Time Employee engagement 52

Russel Lolacher

JANUARY 8, 2022

Some of the reasons Leslie is awesome – Owner of the E-write consultancy, she’s a professional writing trainer, coach and instructor, professional speaker, and you feel the benefit of her expertise through organizations like Air Canada, US Fish and Wildlife Service and Caterpillar. She is owner of the Ewrite consultancy.

Employee engagement 45

Employee engagement Personalization Coaching Consulting 45

aircall

JUNE 14, 2021

In fact, according to our 2021 E-Commerce report, 59% of customers will stop doing business with a brand after just one bad experience. Leverage quality assurance software to analyze large volumes of calls and customer interactions to gather data about problems and trends and identify coaching needs.

Call Center 62

Call Center Metrics First call resolution Wait times 62

C Space

APRIL 6, 2020

The company expects to initiate human clinical studies of its lead vaccine candidate at the latest by September 2020 and anticipates the first batches of a COVID-19 vaccine could be available for emergency use authorization in early 2021, a much speedier time frame than the typical vaccine development process.

Healthcare 52

Healthcare Banking Engineering Transportation 52

Russel Lolacher

MAY 8, 2022

I was on 2020-2021. I think I need to hire you to do my intros at every single engagement I’m ever part of, for the rest of my life. One way that he had amazing intentions, I said, Well, maybe you can help him and coach him. He’s still on the list. Hey, Russel, how are you?

Consulting 52

Consulting Consulting Personalization Contact Center 52

Integrity Solutions

JUNE 18, 2021

Being a coach for sales teams has never been more important. Here are 10 sales coaching articles that can inspire new thinking, motivate your sales leaders and ultimately move the needle on your sales team’s performance. When your sales leaders hear the word “coach”, what comes to mind for them?

Coaching 98

Coaching Sales Transportation Employee engagement 98