ChurnZero

JANUARY 10, 2023

Whether you’re an experienced Customer Success professional looking for a new role, or you’re a newcomer hunting for your first Customer Success position, these are the hiring trends to anticipate and leverage in 2023. The CSM career path expands with the advent of senior-level individual contributor roles and player-coach roles.

Coaching 52

Coaching Benchmark Consulting Consulting 52

The Northridge Group

JULY 20, 2023

Download Part II of Northridge's State of Customer Experience 2023 Research Report for more CX insights! Through workshops, practical trainings, and mentoring initiatives, Northridge helped leadership shift the contact center and training culture to focus on behavior-based coaching that produces a better CX.

Contact Center 121

Contact Center Abandon rate contact center associations Metrics 121

JustCall

MARCH 28, 2023

Using online surveys, questionnaires, target market studies, and methodical research involving case studies, you can easily find out: What are these personas looking for? Proper coaching and mentoring from expert and experienced mentors can go a long way in terms of adding much-needed relevant inputs to a sales pitch.

Sales 52

Sales Coaching Feedback Surveys 52

JustCall

MARCH 9, 2023

2)Badges allow employees to feel a greater sense of accomplishment and honor, thereby boosting their morale and improving work satisfaction, which can lead to greater productivity 3 Best Sales Gamification Tools in 2023 Sales gamification software leverages technology to build a game-like environment for the agents to play on.

Gamification 52

Gamification Sales Morale CRM 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

JustCall

APRIL 18, 2023

Call Whispering Coach your reps during live calls when the deal is going south. Some of the top JustCall features include sales and predictive dialer, live call activity, voicemail drop, cold and warm transfer, bulk SMS/MMS, SMS workflows, call recordings, post-call surveys, and more.

call center software 52

call center software Call Center call center solutions Enterprise 52

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

JustCall

APRIL 12, 2023

MeetRecord Overview MeetRecord is a call recording and coaching software used by 35+ startups and mid-market companies. It allows you to e xecute, coach, and gain insights throughout the deal cycle at every stage. The brand has integrations for Salesforce and newer CRMs such as Pipedrive and Gainsight. Though Chorus.ai Pros Chorus.ai

Sales 52

Sales Coaching CRM Contact center software 52

JustCall

APRIL 5, 2023

Top 9 Alternatives For Talkdesk In 2023 JustCall Five9 Avaya 8×8 Genesys Mitel Zendesk Twilio Vonage 1. Five9 has additional features like customizable templates, data visualization, and employee coaching tools. Let’s jump right in. JustCall Overview JustCall is a VoIP business phone system and contact center software.

voip 52

voip Interactive Voice Response APIs Contact Center 52

CSM Magazine

OCTOBER 17, 2023

Ed Creasey shares a 3 point plan based on findings from Calabrio’s latest State of the Contact Centre Report 2023: Activating the Agent of the Future , to prepare your operation. In the UK, 43% of contact centre managers say voice of the agent surveys are highly effective for improving agent engagement.

Customer centricity 52

Customer centricity Coaching Employee engagement Surveys 52

Upstream Works

DECEMBER 14, 2022

Artificial Intelligence (AI) is going to be a defining trend for contact centers in 2023, and IT leaders must be prepared to think broadly about the possibilities. AI applications can coach agents in real-time to better handle difficult situations. One way is with a follow-up survey or poll.

Chatbots 78

Chatbots Contact Center Coaching Surveys 78

Call Design

MAY 14, 2024

Self-Rostering of Coaching and Training activities Empower your agents by giving them access to book their own coaching, training, or even follow-up time. Preference Based Scheduling According to the 2023 SMAART recruitment survey, “49% of organisations are still scheduling using roster rotations.”

Gamification 78

Gamification Employee engagement Coaching Accountability 78

JustCall

JANUARY 31, 2023

Call Intelligence – Make the best use of IQ to sketch out the best pitches, real-time conversation insights, and coaching with conversational intelligence. The post Top 8 Dialpad Alternatives & Competitors in 2023 appeared first on. per user, per month Professional – $21.95 per user, per month Enterprise – $31.95

voip 52

voip Enterprise Interactive Voice Response CRM 52

JustCall

APRIL 5, 2023

Call Intelligence – Make the best use of IQ to sketch out the best pitches, real-time conversation insights and coaching with conversational intelligence. Top Features of JustCall SMS Features – Get hold of Bulk SMS for giving out offers and reminders, SMS bots for instant replies, and SMS automation for quick support.

voip 52

voip Enterprise Interactive Voice Response CRM 52

Toister Performance Solutions

MARCH 2, 2023

A worldwide survey of contact center agents revealed 59 percent are at risk of burnout, including 28 percent who face a severe burnout risk. Agent burnout can lead to: Poor customer service Chronic absenteeism Turnover The survey investigated what factors made agents more at risk of burning out, and what factors made them more resilient.

Contact Center 102

Contact Center Agent burnout Surveys Accountability 102

Playvox

OCTOBER 20, 2023

On the flip side, according to a Zendesk CX 2023 Trends report, 70% of consumers spend more with companies that offer fluid, personalized, and seamless customer experiences. Gather data from as many sources as possible, including social media platforms, emails, customer surveys, positive comments, negative comments, etc.

Contact Center 82

Contact Center Coaching Feedback Surveys 82

Integrity Solutions

JANUARY 23, 2023

They’ll need to sharpen their coaching skills — and then own their responsibility for actually doing it. While most sales leaders recognize the value of coaching, that doesn’t mean they necessarily do it effectively, consistently or frequently enough. Practice developing great coaching questions.

Sales 78

Sales Coaching Accountability Metrics 78

CSM Magazine

SEPTEMBER 21, 2023

Calabrio, the workforce performance company, has released its annual analysis of the contact centre market, the State of the Contact Centre 2023: Activating the Agent of the Future. Anticipating the Agent Workforce Evolution with AI Calabrio surveyed 400 contact centre managers from across 10 countries, 4 age groups, and 6 industries.

Customer Service 59

Customer Service Customer centricity Analytics Contact Center 59

CSM Magazine

NOVEMBER 14, 2023

In the UK contact centres rely on voice of the agent surveys and in the Nordics, hybrid scheduling is the most popular. Greater emphasis on targeted, proactive training and coaching will ensure agents have all the skills they need for the future. However, there are other ways to nurture your brightest talent.

Average Handle Time 52

Average Handle Time Customer centricity Coaching Self service 52

Playvox

MARCH 12, 2024

trillion in lost productivity, according to Gallup’s State of the Global Workplace: 2023 Report. This stands in contrast to contact center managers we surveyed, who thought recognition from superiors was the top motivator for agents. The importance of agent motivation in a call center cannot be overstated.

Morale 78

Morale Gamification Contact Center Quality management 78

Playvox

FEBRUARY 16, 2024

The Role of AI in Quality Management According to a June 2023 McKinsey report , about 75 percent of the value that generative AI use cases could deliver falls across four areas: Customer operations, marketing and sales, software engineering, and R&D.

Quality management 75

Quality management Contact Center Management Best practices 75

SharpenCX

JANUARY 6, 2021

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. Integrated coaching, coaching that happens immediately after calls, can improve team performance by 12%. Supporting remote workers. Strategic Contact ).

Call Center 67

Call Center Coaching Abandon rate Contact Center 67

Balto

MARCH 27, 2023

In January 2023 alone, over 60,000 people were laid off from their jobs. You Have to Spend Money to Make Money For our report , we surveyed 361 executives across the United States, and defined executives as Directors, Vice Presidents, Presidents, and C-Suite Executives.

Contact Center 52

Contact Center Coaching Morale Finance 52

Balto

JUNE 22, 2023

Guest post by Jeff Toister How do you coach agents to be self-sufficient and self-motivated? A 2023 study discovered that empowering agents also makes them more resilient to burnout. For example, one contact center gave agents an incentive for achieving good survey scores. Autonomy is control over how work is done.

Contact Center 59

Contact Center Surveys Coaching Consulting 59

CSM Magazine

JANUARY 19, 2023

Start with the wealth of information held in call recordings and post call surveys – is it chatbot containment? Growth —for example, actively looking for qualified opportunities by assessing an agent’s ability to overcome customer objections to a special offer and then coaching them accordingly. Is it agent availability?

Coaching 52

Coaching Chatbots Analytics Customer centricity 52

ChurnZero

JANUARY 4, 2024

“As growth rates slowed in 2022 and 2023, there was a lot of pressure on SaaS businesses to double down on their customer bases, but many companies weren’t prepared to execute thoughtful strategies that require buy-in from multiple departments. “I’m calling it now,” says CS management coach Ryan Johansen.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

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 keep engagement up, feedback should be focused on coaching rather than micromanaging.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

DMG Consulting

MAY 8, 2023

Workforce management, interaction analytics, analytics-enabled quality management, surveying, coaching, customer journey analytics, and more are either built on AI technology or depend on it to provide increasingly useful and actionable findings and intelligence for users.

Management 62

Management Enterprise Analytics Contact Center 62

Playvox

OCTOBER 12, 2022

According to an article by KPMG , more than $7 trillion dollars will be invested in making work digital by 2023. Creative team building and sharing are also important, according to the customer service agents surveyed. Managers in the Playvox survey cited this as an important benefit of remote work. Train Well.

Best practices 76

Best practices Contact Center Management contact center solutions 76

AWS Machine Learning

DECEMBER 21, 2023

In October 2023, SageMaker Canvas announced support for foundation models among its ready-to-use models , powered by Amazon Bedrock and Amazon SageMaker JumpStart. As per the 2022 NICE WEM Global Survey , 58% of call center agents say they benefit very little from company coaching sessions.

Contact Center 86

Contact Center Scripts Interactive Voice Response contact center solutions 86

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

Horizon CX

MARCH 10, 2023

Work with operating leaders as a visionary, coach, facilitator, and sympathetic listener. In 2023, you owe it to your organization – and yourself – to at least consider whether building a permanent autonomous CX department is right in all organizations, always, and in perpetuity. Mr. McDonald passed away in January of 2019.

Education 52

Education Finance Accountability Coaching 52

Integrity Solutions

MAY 6, 2022

Spoiler alert: Stay tuned for news about our latest book, which will be released in 2023). But it takes more than selling skills to be an effective leader and coach of a sales team. No matter how many of these sales books pique your interest, we hope that you will be inspired to make an investment in your ongoing self-development.

Sales 55

Sales B2B Coaching Personalization 55

Russel Lolacher

MARCH 13, 2023

So something that we take for granted, and 2023 that we have eight hour work days, came after a long period of revolt, and then eventually bloody strife. But from 2015 to 2023. And then Edelman found in a survey of I think, 21,000 people across 34 different markets. A visionary even though it kind of felt like that.

Government 98

Government Management Employee engagement Coaching 98