NICE inContact

JUNE 5, 2019

However, every day in the contact center, supervisors and managers send incomplete messages to their agents, failing to prescribe what “medicine” is needed to correct their performance problems. So how can you effectively “treat” your contact center with invaluable coaching medicine? This is where an effective coach comes in.

Coaching 54

Coaching Contact Center Average Handle Time Quality management 54

Monet Software

NOVEMBER 11, 2020

You may want to start by putting the agent in touch with a trusted member of the team, perhaps a sensitive HR professional or their quality coach, whomever has the best rapport with the individual. Can you switch up the work, put them in charge of a project, have them coach a colleague or offer other opportunities?

Morale 100

Morale Agent burnout Contact Center Coaching 100

SharpenCX

MARCH 4, 2020

This fleeting access to memory is why in-the-moment coaching is so impactful. Download Now: Get real about coaching and training your agents with these 7 techniques. A typical call center coaches and trains agents in a few different ways. And, they cram months (and months) of feedback into a single coaching session.

Call Center 84

Call Center Feedback Coaching Average Handle Time 84

Taylor Reach Group

AUGUST 23, 2017

Login time. Available time. Busy/Not ready time. Talk time. Warp time. Hold time. Status states (lunch, break, coaching, training, etc.). Average talk time. Average hold time. Average handle time. Quality/Compliance score. Quality Manager.

Metrics 66

Metrics Contact Center Schedule adherence Coaching 66