Uniphore

JUNE 10, 2021

3 Ways Call Center Coaching is Leading to Customer Churn. It’s no secret that better coaching creates more effective agents and better overall customer interactions. Why then do so many call centers struggle to convert coaching into real, measurable results? Smarter Coaching Is A Smart Investment.

Coaching 59

Coaching Call Center Average Handle Time Contact Center 59

COPC

MARCH 31, 2021

in conjunction with Executives in the Know, we learned key trends that businesses need to know for 2021, including: Companies were forced to fast-track strategic initiatives. With next to no warning, 50% of the organizations surveyed had to implement initiatives that hadn’t been in their business plans. SST growth took off.

Benchmark 59

Benchmark Customer Experience Surveys Coaching 59

The Northridge Group

AUGUST 14, 2023

The Need for Better Training and Enhanced Experiences In 2021, overall contact center attrition reached 42% , and organizations with more than 5,000 associates had as much as 50% attrition. Of the associates surveyed for this report, 49% who left cited the need for a clear career growth path.

Contact Center 92

Contact Center Coaching Morale contact center associations 92

SharpenCX

SEPTEMBER 30, 2020

Coach your agents regularly, so they know how to listen to your customers and respond kindly. In fact, 43% of CFOs surveyed by PwC said they’re planning to make remote work a permanent option. By the end of 2021, industry leaders expect mobile phones will make almost 73% of eCommerce sales. And they can tell.

Chatbots 128

Chatbots Call flow Morale Contact Center 128

DMG Consulting

DECEMBER 7, 2020

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. 2020 – 2021 Cloud-Based Contact Center Infrastructure Market Report.

Consulting 62

Consulting Consulting Contact Center Marketing 62

Integrity Solutions

SEPTEMBER 2, 2022

declined for the first time in decade between 2020 and 2021 and is continuing to slide this year. In other words, great managers are great coaches. Leaders consistently tout the critical role of a “culture of coaching” and the need to maintain one. No wonder employee engagement in the U.S. Old patterns will prevail.

Management 116

Management Coaching Employee engagement Surveys 116

Balto

JULY 7, 2022

When agents make mistakes on calls that lead to negative outcomes, it’s because they forget what to say and should be coached. In early 2021, Balto conducted a first-of-its-kind survey of over 1,000 agents to find out why they make mistakes on calls. It may take a few sessions before coaching and training effectively sink in.

Scripts 52

Scripts Coaching Surveys Construction 52

Playvox

NOVEMBER 1, 2022

Agents in our survey were resounding in their praise for remote work arrangements. A sprawling 2022 survey of more than 20,000 knowledge workers by Microsoft offers some insights. Coach And Motivate. Another fear many managers have is how to engage with remote workers and coach them to improve when they need it.

Contact Center 74

Contact Center Schedule adherence Average Handle Time Coaching 74

COPC

JANUARY 15, 2024

According to the 2023 survey, only 71% of respondents felt their training adequately prepared them for success, down three percentage points over two years. Note that the same surveyed staff who are satisfied with their training are 200% more satisfied with their jobs.

Best practices 78

Best practices Employee engagement Coaching Feedback 78

Balto

JANUARY 9, 2023

In 2021, we asked over 1,000 agents to tell us which contact center training methods they found most and least helpful. In our 2021 report , 81% of contact center agents found 1-on-1 training helpful — third behind peer mentorship (82%) and company training (83%). So, what does a strong training program look like?

Contact Center 52

Contact Center Coaching Best practices Feedback 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. We surveyed 567 agents across the United States. Demographics. Our respondents were 52.2%

Scripts 52

Scripts Coaching Contact Center Surveys 52

Balto

FEBRUARY 6, 2023

We surveyed over 620 tenured agents to understand if they view the contact center as a strong career path, and the answer was a resounding yes. In our survey, 46.7% In our survey, we found that 62.96% of tenured agents had a mentor at work. Key word: opportunity.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

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

Satrix Solutions

JANUARY 29, 2021

I think we would all agree – customer surveys are everywhere. Despite such prolific use of surveys as a central component of customer experience programs, many B2B companies are failing to maximize their return on investment. Closing the loop is not about seeking blame. But it is not always true, in fact, it is hardly ever true.

Scripts 78

Scripts Surveys Feedback Customer centricity 78

Playvox

OCTOBER 6, 2021

Training, tools, and coaching are elements that each contact center agent needs, regardless of generation. Conduct regular surveys for a snapshot of employee needs and preferences. The survey shows that 35% of Baby Boomers prefer to work in the office full-time and 34% of Gen X respondents want the same. ENJOYING THIS ARTICLE?

Contact Center 75

Contact Center Management Surveys Coaching 75

SharpenCX

SEPTEMBER 8, 2021

NPS, though measured with a survey, looks a little different from CSAT surveys. Your agents are vital to getting those nines and 10s on your NPS surveys. Measure your agent’s satisfaction with surveys and consistent 1:1 conversations. What is your Net Promoter Score? Engage your agents to engage your customers.

Customer advocacy 128

Customer advocacy Contact Center Surveys Coaching 128

Uniphore

JULY 1, 2021

Atlanta, GA – July 1, 2021 – Jacada, a leading provider of AI and RPA powered virtual assistants , recently released key insights on why contact center employees are stressed and how their stress negatively affects the customer experience. Kumaran Shanmuhan, Chief Growth Officer at Jacada.

Call Center 87

Call Center Customer Experience Contact Center Coaching 87

TeamSupport

OCTOBER 12, 2020

That’s what Mike Caracalas , leadership coach, executive consultant, and author of Ten Strategies to Get Better Results with People advised when we sat down with him last Spring. 2 Stephen Miller, Despite Reopenings, Many Employees Will Work Remotely into 2021 and Beyond. 1 (The responding companies employ 4.4 million workers. ).

Customer Support 59

Customer Support Consulting Consulting Coaching 59

Balto

AUGUST 3, 2022

We surveyed 361 executives across the United States for the purpose of this survey. Figure 1: Geographic Distribution of Survey Participants. Figure 2: Gender Distribution of Survey Participants. Figure 3: Age Distribution of Survey Participants. Figure 4: Title Breakdown of Survey Respondents. Demographics.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

CSM Magazine

MARCH 14, 2022

Nicereply, a leading customer satisfaction survey software provider, including CSAT, NPS and CES, has entered into a partnership with Quality Assurance & Improvement platform provider EvaluAgent , bringing these two best of breed solutions together for the benefit of fast growing customer service teams.

Customer Service 52

Customer Service Surveys Feedback outsourcing 52

Fonolo

APRIL 29, 2021

Agents will perform phone outreach to create sales opportunities, verify information, conduct surveys, and much more. Here are some other call center roles you may consider hiring: Trainers/coaches. With that said, start your search with these three technologies: Top Contact Center Technology Trends in 2021. Hybrid call centers.

Call Center 128

Call Center outsourcing CRM Technical Support 128

Playvox

AUGUST 8, 2022

In spring 2021, roughly one year into the COVID-19 pandemic, an unprecedented change occurred in the workplace. In April 2021, a record 4 million Americans quit their jobs. The exit interviews and employee surveys taking place during the Great Resignation are revealing dominant trends among contact center agents.

Contact Center 78

Contact Center Coaching Healthcare Technology 78

CSM Magazine

OCTOBER 12, 2022

Recently, Calabrio surveyed 250 consumers around the world and the results were impressive. At the same time, the proportion of British consumers happy to self-serve complaints has dropped to 28% in 2022, down from 34% in 2021. Despite a rise in digital interactions, the phone call still holds a special place in consumer hearts.

Coaching 52

Coaching Upselling Analytics Customer centricity 52

Integrity Solutions

MAY 26, 2022

According to the 2021 Global Business Ethics Survey® , around 1 in 5 U.S. With the onset of the pandemic, remote work and disruption put a strain on controls, training and in-person management and coaching. Clearly, how (and whether) companies deliver on that core value promise varies dramatically.

Sales 52

Sales Morale Coaching Surveys 52

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. In a survey conducted by FlexJobs , 58% of respondents claimed they want a fully remote job post-pandemic, while 39% prefer a hybrid arrangement. Rule 4: Encourage employees to pursue their passions through side projects.

Employee engagement 137

Employee engagement Contact Center Call Center Coaching 137

CSM Magazine

JUNE 1, 2021

At the height of the pandemic, CSPN and Medallia surveyed more than 400 call centre leaders and agents across 14 industries, seeking to understand the key trends influencing how contact centres are navigating service within and beyond the COVID-19 pandemic. Date: June 3, 2021. Time: 1PM – 1:45PM EST. Platform: WebEx. Register here.

Surveys 52

Surveys SaaS Coaching Employee engagement 52

Playvox

MARCH 21, 2022

pic.twitter.com/gGUjo1P58I — Nick Bunker (@nick_bunker) November 15, 2021. In a survey by AARP, 79% of older employees said that working with younger workers gave them a chance to pass along experience and knowledge. More people continue to ‘unretire’ as the labor market situation improves. ENJOYING THIS ARTICLE?

Contact Center 82

Contact Center contact center workforce Coaching Surveys 82

SharpenCX

FEBRUARY 24, 2021

Are customers typically silent and suddenly flooding your surveys with complaints? Scale coaching to develop your agents. Strategic Contact’s annual challenge & priorities survey said abandon rates, lack of coaching and development and high contact volumes are the top challenges plaguing 2021 call centers.

Call Center 67

Call Center Customer Service Coaching Metrics 67

Balto

JUNE 22, 2023

Guest post by Jeff Toister How do you coach agents to be self-sufficient and self-motivated? For example, one contact center gave agents an incentive for achieving good survey scores. His Customer Service Foundations course was LinkedIn’s most-watched customer service course in the world in 2021.

Contact Center 59

Contact Center Surveys Coaching Consulting 59

Uniphore

JUNE 15, 2021

Customers are 10x more likely to recommend a brand whose employees can answer their questions* 91% of call center agents are likely to quit their jobs in 2021 † 41% cite stress and burnout as their reason to leave †. Source: forester † Enghouse Interactive Agent Wellbeing Survey. How to Train and Onboard Agents in 2021.

Call Center 64

Call Center Contact Center Coaching Accountability 64

Balto

MAY 13, 2022

It’s typically measured with surveys. In 2021, a survey we did of more than 1,000 contact center agents analyzed what led to mistakes. Provide Regular Coaching and Feedback. Balto’s Conversation Excellence Lab surveyed more than 560 agents recently. Provide the Right Training and Tools.

Contact Center 52

Contact Center Gamification Scripts Coaching 52

Playvox

JANUARY 13, 2022

billion smartphone users worldwide in 2021. In 2021 , WhatsApp had two billion monthly users worldwide, Facebook Messenger counted 1.3 Today’s contact center leaders need a QM solution that’s built for digital channels so they can access the right data and tools to engage, coach and develop employees – before an issue occurs.

Cloud contact 52

Cloud contact Best practices Contact Center Gamification 52

ProProfs Blog

SEPTEMBER 17, 2021

The answer is simple: Ask them for feedback via website surveys. . Dive into this blog to explore 35 website survey questions along with their examples and tips and learn everything you should know about these surveys. . What are Website Surveys ? Benefits of Website Surveys. Let’s begin!

Surveys 78

Surveys Feedback Construction Marketing 78

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. Send a post-onboarding survey to your new agents: Did this program help them in their role? CSAT Surveys.

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

Balto

JUNE 13, 2022

The Conversation Excellence Lab surveyed 567 agents from contact centers large and small to uncover the nuances in scripting across the industry. What we think it means: As we reported on coaching , problems with script adherence scale with contact center size. 2021, October 22) We Surveyed 500 Managers About Call Center Coaching.

Scripts 52

Scripts Contact Center Morale Best practices 52

aircall

OCTOBER 22, 2021

According to Aircall’s 2021 eCommerce Customer Service Experience Report, the most common reasons people seek customer service are to: Get delivery status updates (51%). Most consumers have used email (68%), phone (64%), or website chat (51%) to contact customer service in the past six months, according to our 2021 e-commerce survey.

call center software 62

call center software Call Center call center solutions Interactive Voice Response 62

ChurnZero

DECEMBER 18, 2020

Hoping to shed light on the current state of Customer Success and its influence within B2B SaaS organizations, ChurnZero along with ESG and Higher Logic, invited Customer Success leaders to participate in a survey to learn more about the top initiatives and issues facing this function today. Every board meeting is going to suck.

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87