CSM Magazine

OCTOBER 24, 2023

Now in its seventh year, the awards acknowledge and celebrate Calabrio customers who are shaping the future of workforce optimisation (WFO), elevating customer experience (CX), and enhancing employee engagement within their organisations.

Coaching 52

Coaching Analytics Customer centricity Contact Center 52

COPC

APRIL 1, 2024

They extend to tools for answering customer queries, feedback and coaching systems, and virtual collaboration. Operational efficiency technologies extend to applications that provide real-time analytics, prompts, and AI-driven tools for insights and reporting. This method offers a more personalized and adaptable training experience.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

SharpenCX

AUGUST 4, 2021

Project #1: Consistently Coach and Train your Agents. The Future of Jobs Report out of the World Economic Forum predicts that no less than 54% of all employees will need re-skilling or upskilling by the end of 2022. Coaching doesn’t only prepare your agents for the new skills they need in the future workforce.

Customer Service 128

Customer Service Coaching Contact Center Interactive Voice Response 128

CSM Magazine

OCTOBER 17, 2023

Put Employee Engagement First When employees are disengaged and feel out of control, they are generally less productive and more likely to leave—the worst-case scenario in a tight labour market. 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

CSM Magazine

JULY 19, 2023

Every week, agents schedule 4,700 breaks and 1,100 holiday requests using Calabrio’s self-service app while team managers utilise the WFM software to arrange 1,700 offline activities such as meetings, 1-2-1 sessions, and ‘return to work’ coaching for example, after parental leave or a career break.

outsourcing 52

outsourcing Coaching Self service Customer centricity 52

CSM Magazine

NOVEMBER 14, 2023

While organizations are embracing automation and analytics to maximize their operations, AI won’t entirely replace agents. Put Employee Engagement Top of the Agenda When employees are disengaged, they are less productive and more likely to leave. Here are a few quick-win ideas to bridge the gap: 1.

Average Handle Time 52

Average Handle Time Customer centricity Coaching Self service 52

Calabrio

OCTOBER 19, 2022

We chose the theme of “Power Up” to represent being back in person with our customers and partners after two years of virtual events. We are so grateful to every person who planned and attended the event because it was the collective ideas and effort that made C3 worthwhile. Greater work-life balance.

Contact Center 59

Contact Center Analytics Coaching Transportation 59

CSM Magazine

JANUARY 18, 2023

He is a passionate advocate for employee engagement, diversity and inclusion, and believes that people and culture are a key differentiator in business. “I

Contact Center 52

Contact Center Customer centricity Coaching Employee engagement 52

SharpenCX

JUNE 22, 2021

They also encourage self-coaching. Step 3: Use speech analytics to anticipate training needs. Speech analytics tools help you transcribe customer interactions and identify triggers in conversations, so you can improve your training. With speech analytics, your team can convert every day conversations into helpful transcripts.

Call Center 67

Call Center Coaching Analytics Employee engagement 67

Fonolo

JANUARY 31, 2023

Simply put, call center training is any course, seminar, video, coaching session, or other activity that teaches the skills and behavior required for success in a call center. Call center training is important because it’s part of your customer service plan – and part of a strong employee engagement plan. Act it out.

Call Center 141

Call Center Contact Center Coaching Gamification 141

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. Spoiler alert: artificial intelligence (AI), automation, and real-time analytics will all play leading roles. Supporting Agent Coaching and Empowerment.

Contact Center 52

Contact Center Coaching Quality management Employee engagement 52

CSM Magazine

JUNE 16, 2022

On the flip side, contact centre leaders generally find it more difficult to on-board, train and coach agents when they are based remotely. Be WFH savvy with cloud – the majority of contact centres (66%) have already implemented cloud-based call routing functionality, while speech and CRM/desktop analytics are next on the list.

Coaching 52

Coaching Self service Analytics Employee engagement 52

DMG Consulting

JANUARY 10, 2022

Many of the applications that comprise these suites (See Figure 1) should be rolled out to employees in all departments that are part of the customer journey. Figure 1: Workforce Optimization/Workforce Engagement Management Suite. Source: DMG Consulting, December 2021. Technology Takes a Leading Role.

Contact Center 77

Contact Center Self service Enterprise Gamification 77

Serenova

MARCH 31, 2020

The analytics provide agents with a sense of control over their environment and make them feel more secure about the future and their own contributions. A workforce that is used to meeting and receiving feedback in person will struggle with the loss of connectivity that comes with working from home.

Contact Center 90

Contact Center Gamification contact center solutions Finance 90

Serenova

JULY 7, 2020

Advanced contact center solutions can use the metrics and KPIs to dynamically prescribe tailored training courses and coaching sessions. Rather than see training as a hassle and waste of time, agents are motivated to engage with highly relevant content. You can pair this with gamification that encourages learning.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

Monet Software

APRIL 24, 2020

Remote workforce managers don’t have the ability to “feel” when their team is firing on all cylinders, but real-time analytics and live and recorded call monitoring can more than fill the gap. This will usually include formal QM training sessions, upskilling coursework and micro-coaching. Next Steps.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

Monet Software

SEPTEMBER 24, 2020

Yep, it’s the linchpin of employee engagement, too! By taking an agent-centric approach to contact center quality management , regular QA feedback can become an opportunity for growth that agents welcome—one that improves employee satisfaction, morale, retention and yes, employee engagement. Here’s how. #1

Morale 48

Morale Quality management contact center workforce Employee engagement 48

JustCall

MARCH 6, 2023

Provide regular feedback and coaching Providing regular feedback and coaching to agents can increase agent productivity by helping them identify areas for improvement, set goals, and track progress. To be effective, feedback and coaching should be specific, timely, and delivered in a constructive and supportive manner.

Coaching 52

Coaching Call Center Scripts Construction 52

SharpenCX

MARCH 24, 2021

Use customer data to personalize your omnichannel strategy. Learn your customer demographics, coach agents to ask clarifying questions to understand customer needs, and take notes on each customer interaction. If your goal is to personalize your CX, review customer data for patterns and trends in behavior and preferences.

Call Center 67

Call Center Technology Customer Service call center software 67

SharpenCX

JUNE 16, 2020

Last fall, Global Workplace Analytics told us that the number of people who work from home has increased by 140% since 2005. Where workforce management is a bit more technical in how you strategize for optimization, workforce engagement management accounts for the human needs of your employees.

Contact Center 67

Contact Center Management Employee engagement call center workforce 67

NobelBiz

MAY 16, 2023

Hosted contact centers leverage cloud computing technology to deliver a wide array of services and functionalities, such as call routing, interactive voice response (IVR), workforce management, and analytics. NobelBiz OMNI+ Hosted Cloud Contact Center Solution What Are the Benefits of a Hosted Contact Center? Let’s see why.

Contact Center 52

Contact Center Customer Service Interactive Voice Response contact center solutions 52

Balto

FEBRUARY 6, 2023

One respondent shared: “[The contact center] fits my personality and helps me with my social anxiety problems by forcing me to speak to strangers while also not having to be face to face.” of respondents worked in person, 26.41% worked remotely, and 26.89% worked a hybrid of the two. Key word: opportunity. In our survey, 46.7%

Contact Center 52

Contact Center Coaching Surveys Scripts 52

Playvox

MARCH 12, 2023

Related Article: Team Leaders: How to Personalize your Agent Training 3. By using AI-enabled text analytics, contact centers can quickly identify and resolve customer issues, leading to increased efficiency and improved customer satisfaction. Related Article: 7 Simple Tips To Give Quality Feedback In Your Call Center 5.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

Serenova

NOVEMBER 19, 2019

I want to share with you my personal perspective on how it will deliver value to the markets we serve, as well as our stakeholders, including customers, partners and employees. This acquisition is an exciting and positive development in Serenova’s 18-year legacy of leading the way in cloud-based contact center innovation.

Cloud contact 69

Cloud contact Quality management Contact Center contact center solutions 69

Serenova

JULY 7, 2020

Advanced contact center solutions can use the metrics and KPIs to dynamically prescribe tailored training courses and coaching sessions. Rather than see training as a hassle and waste of time, agents are motivated to engage with highly relevant content. You can pair this with gamification that encourages learning.

Call Center 52

Call Center Scripts contact center solutions Coaching 52

CSR Inc.

JULY 17, 2016

While I agree with the gist of the article about ways in which technology can positively impact the call center workplace (some are common talking points for me as well), I want to focus on two in particular that inevitably come up in discussions with call center managers: gamification and coaching/feedback.

Call Center 48

Call Center Technology Gamification Coaching 48

Talkdesk

JULY 16, 2019

Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification. Do they want personal, friendly customer interactions, or do they want an effective call center agent who can provide fast resolution of their issue?

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

CSM Magazine

AUGUST 8, 2023

Bob Dylan once sang, ‘The Times They Are a-Changin’ and when it comes to prioritising employee engagement, this is certainly true. One of the positives to come out of the pandemic is that it made every customer service department think more about the wellbeing of employees than ever before. Then apply a little common sense.

Employee engagement 52

Employee engagement Agent burnout Gamification Analytics 52

Etech GS

APRIL 30, 2019

Contacting a company in the hopes of resolving an issue only to receive less-than-impressive service is likely a scenario you’ve personally encountered at least once in your lifetime. Think of what your employees need most to assist customers best, and then seek out solutions that will fulfill your company’s own specific set of needs.

Contact Center 71

Contact Center Coaching Healthcare Feedback 71

Noble Systems

SEPTEMBER 3, 2019

Touch-tone and voice commands route calls, provide personalized information to callers and offer faster self-service for transactions that do not require an agent. Speech analytics. Analytics solutions can be integrated with CRM and other systems to ensure that the right information is always available to agents when they need it.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53

NobelBiz

MAY 16, 2023

Hosted contact centers leverage cloud computing technology to deliver a wide array of services and functionalities, such as call routing, interactive voice response (IVR), workforce management, and analytics. NobelBiz OMNI+ Hosted Cloud Contact Center Solution What Are the Benefits of a Hosted Contact Center? Let’s see why.

Contact Center 40

Contact Center Customer Service Interactive Voice Response contact center solutions 40

HireIQ

JULY 12, 2016

This customary mix of technologies included workforce management, quality monitoring, agent performance analytics and some level of e-learning. This will include well integrated hiring and agent engagement tools as well as highly personalized coaching plans. Other technologies have been added to the equation over time.

Coaching 40

Coaching Analytics Employee engagement Contact Center 40

Noble Systems

MARCH 19, 2021

The auto-attendant frees companies from needing to have a live person ready and waiting to answer every phone call. The IVR can also provide advanced features, such as self-service for items that don’t necessarily require a live person (ie, checking an account balance). Real-time Insights and Analytics. Auto-Attendant and IVR.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

NobelBiz

MAY 2, 2023

The Contact Rate is the percentage of answered connection attempts (via voice calls or other communication channels) by a living person (no, voicemail doesn’t count) out of the total number of contacts in a given list. Accurate data helps in identifying the right prospects, and it helps in crafting personalized messages to them.

Contact Center 52

Contact Center Average Handle Time Call Center CRM 52

OctopusTech

JULY 27, 2022

They should provide coaching to agents based on the feedback instead of looking for monthly reviews. The call center quality monitoring software provides an analytics feature that checks the performance and outcomes of the calls. Quality standards cover employee engagement and customer satisfaction.

Best practices 62

Best practices Call Center Scripts Feedback 62

HireIQ

DECEMBER 23, 2019

Keeping employees and customers happy is nothing new, but the connection between the two warrants more attention. Your first instinct may be to increase coaching efforts or training to alter agent behavior on the phone. Doug Conant, former CEO of Campbell Soup, once said, “To win the marketplace, you must first win in the workplace.”

Contact Center 52

Contact Center Morale Metrics Analytics 52

Verint

SEPTEMBER 6, 2017

In his Growing Leaders blog, Six Simple Ways to Better Engage Generation Z , author Tim Elmore references a change former Rams football coach Jeff Fisher made in engaging his players, the average age of which was 24. It can help: Keep millennials and the soon to enter workforce, Gen Zs, more productive and engaged.

Coaching 36

Coaching Enterprise Analytics Accountability 36