CX Accelerator

DECEMBER 31, 2018

The specific challenge was as follows: How can we as leaders develop a healthy blend of compassion, flexibility, and empathy, while fostering the right amount of individual accountability inside of our teams? From Jeremy Hyde: How do your leaders calibrate on what they “coach” on and how/when they approach it?

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Callminer

AUGUST 1, 2017

Make onboarding & ongoing coaching as stellar as possible. Metrics, Measure, and Monitor – Make sure your metrics and associated goals are clear and concise while aligning with efficiency and effectiveness. Make each metric public and ensure everyone knows why that metric is measured. James Pollard.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Playvox

JULY 31, 2023

Much of a team leader’s time is taken away from their key role of providing coaching and development to their people when they have to get involved in manual, immediate, repetitive, and cumbersome tasks like leave approval and shift swaps. This timely reaction to metrics is crucial in a fast-paced contact center environment.

Self service 85

Self service Management Coaching Contact Center 85

The Northridge Group

JULY 20, 2023

However, as AI and other emerging technologies evolve to support associates and handle the more transactional issues, traditional productivity metrics have evolved as well. Even Some of the Best KPIs Can Be Misleading Cost-per-contact and Average Handle Time (AHT) are two metrics that may present misleading information.

Contact Center 121

Contact Center Abandon rate contact center associations Metrics 121

COPC

FEBRUARY 6, 2023

2022, Employee Engagement Research Series, Global Report Figures show Top-Two box job satisfaction on a five-point scale, bucketed by frequency of coaching. Employees who understand the organization’s expectations of them and who receive consistent assessments can accomplish both personal and professional objectives.

Management 81

Management Employee engagement Metrics Contact Center 81

Voxjar

MAY 22, 2018

When you experiment with different metrics and track improvement over time, you set yourself up for success. Too many metrics, especially if they’re complex or vague, gets confusing and often builds resentment in your team. Pick and choose as you see fit and share your own metrics in the comments below if I’ve missed anything!

Coaching 45

Coaching Scripts Calibration Telemarketing 45

NobelBiz

APRIL 30, 2024

From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness. Personalization of Customer Interactions AI systems analyze customer data, including past interactions, preferences, and behaviors, to tailor the communication to individual needs.

Call Center 105

Call Center Chatbots Virtual Agent Contact Center 105

NobelBiz

APRIL 30, 2024

From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness. Personalization of Customer Interactions AI systems analyze customer data, including past interactions, preferences, and behaviors, to tailor the communication to individual needs.

Call Center 104

Call Center Chatbots Virtual Agent Contact Center 104

Skybridge

MARCH 10, 2023

To uncover the capabilities needed to wow and retain your customers, reach past the quantitative accountabilities and ask each provider about their agent responsibilities, behaviors, and routines. Those teams are built and sustained by CX-savvy contact centers that know how to recruit and retain gifted supervisors and coaches.

Coaching 52

Coaching Contact Center Scripts Accountability 52

CSM Magazine

AUGUST 15, 2022

With the pendulum swinging back to the human-led conversation, AI is increasingly top of mind for employees, trainers, and coaches to improve training effectiveness and certify employees to deliver superior customer conversations and experiences. The pendulum is finally swinging back from hyper-automation to human-led conversation.”.

Customer Service 93

Customer Service Coaching Best practices Contact Center 93

BlueOcean

MAY 5, 2023

However, coaching agents in the hybrid world looks vastly different than in-person. The right partner will be able to articulate their governance structure for creating personalized improvement plans, holding coaches accountable, and measuring for success. What’s their correction path when things get off-course?

Customer Care 62

Customer Care Coaching outsourcing Contact Center 62

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. Your team has to know you as a person, not just a supervisor. velvetjobs.

Call Center 182

Call Center Management Scripts Coaching 182

Call Experts

APRIL 8, 2024

In this comprehensive blog post, we’ll take you on a journey through the world of call center agents, exploring the key performance metrics and the qualities that define a top-notch call center agent. Performance Metrics in the Call Center Call center operations rely heavily on performance metrics to evaluate and improve efficiency.

Call Center 52

Call Center Average Handle Time Coaching Metrics 52

Horizon CX

FEBRUARY 29, 2024

The Power of Purging Perfunctory Performance Introduction In the bustling world of business, where metrics often dominate discussions and efficiency reigns supreme, one crucial aspect can sometimes be overlooked: the human element. However, perfunctory service erodes customer loyalty by failing to establish meaningful connections and rapport.

Morale 52

Morale Customer centricity Upselling Feedback 52

SharpenCX

JUNE 8, 2021

Measure churn: If you’re not already measuring churn, this is an important metric to track. Metrics make something that can feel vague and ambiguous more concrete. Set goals for your team, informed by your existing data, that are personal to your contact center’s strengths and weaknesses. Their call metrics keep trending up.

Customer retention 76

Customer retention Coaching Employee engagement Contact Center 76

Callminer

JUNE 3, 2019

It also removes the potential for any internal bias, offering both agents and managers the peace-of-mind they need to ensure they’re holding each other accountable. The problem: Agents are at the frontline when it comes to customer experience – and so their performance plays a huge factor in company metrics.

Best practices 140

Best practices Average Handle Time Analytics Coaching 140

The Northridge Group

NOVEMBER 9, 2022

These approaches fail to take the larger CX into account and result in missed opportunities to delight customers while improving the working experience for associates. If the associate isn’t able to quickly identify where that person is on their customer journey, and what steps have already been taken, the customer may feel frustrated.

Contact Center 104

Contact Center contact center associations Brand ambassadors Coaching 104

Playvox

JANUARY 24, 2022

What’s worse, without customer experience metrics in place, is that you won’t know until it’s too late. If you take the journey from providing good enough customer service to delivering great experiences, and measure your progress with actionable customer experience metrics, you’ll be able to stay ahead of the competition.

Contact Center 88

Contact Center Customer Experience Brand ambassadors Average Handle Time 88

Integrity Solutions

NOVEMBER 23, 2020

Some of the common issues we hear involve: Providing consistency across channels Overcoming employee complacency Finding new ways to connect with customers and accelerate service delivery Time and cross-training Consistent, effective coaching on customer-centricity. What Is Customer-Centric Thinking? Why Customer Centric Firms Are Successful.

Customer centricity 127

Customer centricity Coaching Finance Sales 127

Call Experts

JULY 27, 2023

From improving response times to providing personalized interactions, a call center can be a game-changer for organizations looking to elevate their customer service and thrive in today’s competitive landscape. Metrics to Track for a Successful Customer Service Call Center The business landscape today is primarily customer-centric.

Call Center 52

Call Center Customer Service Multichannel Abandon rate 52

Fonolo

NOVEMBER 29, 2022

Just as any great sports team is only as good as its coach, a call center team is only as good as its manager. Keep up to date on their personal goals and the goals they have for their team. There are plenty of call center metrics you can use to help determine how you’re doing, the most important ones being: Average waiting time.

Call Center 126

Call Center Contact Center Abandon rate Average Handle Time 126

Call Experts

OCTOBER 19, 2023

In this comprehensive blog post, we’ll take you on a journey through the world of call center agents, exploring the key performance metrics and the qualities that define a top-notch call center agent. Performance Metrics in the Call Center Call center operations rely heavily on performance metrics to evaluate and improve efficiency.

Call Center 59

Call Center Average Handle Time Coaching Metrics 59

Serenova

MAY 1, 2020

Remote work environments can make performance monitoring, coaching and feedback challenging because the natural, ongoing interactions between supervisors and agents are missing. While supervisors should devote time to personally connect with agents, the time pressures caused by increased call volume due to the pandemic leaves little time.

Morale 98

Morale Coaching Contact Center Quality management 98

SharpenCX

JUNE 23, 2020

Download Now: Unleash your agents’ strengths and talents with 7 methods to get real about coaching. Millennials account for more than half of all employees in the U.S., And, how do you ensure the necessary coaching and training is available for your multi-generational team? And maybe your agents have, too. Here’s two ways how.

Management 76

Management Call Center Coaching Contact Center 76

SmartKarrot

SEPTEMBER 20, 2023

Navigating the complex waters of Key Account Management (KAM) is difficult. Key Account Management isn’t just about building and maintaining relationships. Every account has its unique challenges. Part 3: How Playbooks Help in Practical Scenarios Scenario 1: Your key account isn’t engaging with your product.

Accountability 10

Accountability Management Feedback Coaching 10

Customers That Stick

OCTOBER 2, 2014

Kate Nasser, The People Skills Coach™ , is a smart, energizing, experienced speaker, coach, and workshop leader. I learned that it was my job to adapt to their personality and attitude not their responsibility to adapt to mine. To engage Kate Nasser’s keynotes, workshops, and coaching, visit her blog.

Coaching 152

Coaching Government Scripts Employee engagement 152

aircall

DECEMBER 16, 2022

With a comprehensive CRM that is integrated into your cloud-based business phone system, you can start creating personalized customer interactions. Coach your team in real-time . With Aircall, you can easily analyze your metrics and well as track team and individual performances. . We help you create unique customer experiences.

Sales 62

Sales CRM Interactive Voice Response Coaching 62

Help Scout

SEPTEMBER 16, 2021

Pitfall #1: Failing to take into account a solid management layer. A common mistake is to build a budget that accounts for the number of agents you need but doesn’t take into account management costs: Agents need someone to go to when they have a question about how to answer a ticket. The solution.

outsourcing 97

outsourcing Customer Service Business Process Outsourcing Average Handle Time 97

Integrity Solutions

JANUARY 18, 2021

If you’re a sales leader, make a plan to devote some of your coaching time to discussing with your salespeople the lessons of 2020 and how they will apply those to grow their book of business and reach their goals in 2021. To set tangible goals, salespeople need to be able to answer key metrics questions — for themselves, not just for you.

Sales 126

Sales Coaching B2B Metrics 126

Amity

NOVEMBER 28, 2018

Things I’ve done included developing the playbook and strategy, managing the people, really helping to coach and train my team, as well as working with the clients directly. I am the GM, the coach and the player. My first Customer Success role was Nulogy – it used to be called Technical Account Manager.

Coaching 106

Coaching SaaS Metrics Accountability 106

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Steve DiGioia

DECEMBER 5, 2016

Metrics are designed to focus on what the organization wants to achieve. I also think that companies should require leaders to spend time answering calls and dealing personally with customer issues. Metrics that focus on customer satisfaction/loyalty, and have a real impact on compensation or advancement, are also essential.

Customer centricity 264

Customer centricity Metrics Consulting Consulting 264

ChurnZero

DECEMBER 9, 2022

” Twenty years ago, COOs accounted for 76% of CEO promotions in the S&P 500. Today, division leaders who run market-facing GTM functions account for 36% of CEO appointments. I never have, and I’ve been a customer experience person. Q: In your career, did you actively seek out coaches, sponsors, and mentors?

Coaching 52

Coaching Metrics Marketing Enterprise 52

Playvox

NOVEMBER 29, 2022

When you create the right policy, you’ll get call avoidance rates down — to the benefit of both your customer satisfaction metrics and your agents’ experiences. Calling their own phone, family, friends or handling personal issues when making outbound calls. Taking unnecessary, unauthorized, or excessive personal break time.

Contact Center 77

Contact Center Agent burnout Coaching Best practices 77

Nicereply

AUGUST 3, 2021

When you start working with an outsourcer, you need one key contact person—ideally someone who really gets your company. This person should be experienced, responsive, and an excellent communicator. Ideally, you’ll have an account manager in addition to a team lead. Some outsourcers don’t offer any account management.

outsourcing 98

outsourcing Accountability Business Process Outsourcing call center professionals 98

SharpenCX

FEBRUARY 4, 2020

Download Now: Master your manager skill set with 29 tactics and strategies to better coach agents. An accountant needs to know how to reconcile bank statements, while a software developer doesn’t. Soft skills are often seen as personality traits. Sure we can say, “It’s not personal, it’s just business.” Ok, let me backup.

Call Center 84

Call Center Management Coaching Contact Center 84

ClearAction

SEPTEMBER 29, 2016

For marketing teams, Marketing Future Forum is collaborative platform with a suite of tools and services that help drive velocity and opportunity metrics. CXM Coaching topics: customer experience strategy, culture, adoption, and metrics. CXM Coaching topics: customer experience strategy, culture, adoption, and metrics.

Customer Experience 66

Customer Experience Coaching B2C Consulting 66