SharpenCX

NOVEMBER 26, 2019

From 2008 to 2018, they studied the connection between reported employee satisfaction levels and CSAT scores on the ACSI index. Automate coaching moments and send microlearning lessons to your agents’ queues. Encourage your agents to ask for the resources they need and take time to develop themselves. We have them.

Contact Center 67

Contact Center Coaching Metrics Average Handle Time 67

Customer Relationship Metrics

JULY 26, 2017

In a study by Jobvite, 95% of recruiters say hiring will be as or more competitive in the coming year (2017). And as many studies have confirmed, engagement is directly correlated with higher levels of individual and organizational performance. Think about the evaluation, the calibration, and the coaching. Ownership.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

JustCall

DECEMBER 10, 2020

As Jamie Sheepway, the Director of Service & Coaching at ShopPros believes, "When it comes to training in a call-center environment, there must be a step by step process. Day 3 is practicing the scripts on the phones by calling me or my team. We do fake training calls 20-30 times until the new rep is comfortable.

Best practices 52

Best practices Call Center Sales Average Handle Time 52

Fonolo

NOVEMBER 17, 2020

To achieve that within a remote or hybrid work environment, we’re going to see more contact centers reach for a cloud-based technology that drives camaraderie, increases visibility, allows supervisors to coach from anywhere, and enables agents to self-manage.” Improving Average Handle Time (AHT).

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

A study from NewVoiceMedia indicates that companies lose more than $62 billion due to poor customer service. Improved agent productivity – With more time available to front-line management, productivity improvements from focused coaching are realized. No company can afford to be a customer service laggard.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

SharpenCX

DECEMBER 2, 2020

American businesses risk a staggering $494 billion in revenue from poor customer care, according to the 2020 National Customer Rage Study. . How can we improve your training and coaching? Current state, agents surf through an average of 8+ screens per day and it drains their productivity.

Call Center 128

Call Center Customer Service Contact Center Metrics 128

Uniphore

JUNE 7, 2021

Nearly half of the respondents (46%) reported most often using the software to automate tasks and reduce average handle time. Steer conversations with dynamic scripting & process guidance. Here’s how to do it: Script adherence: Map in scripts that make sense to agents and feel instructive.

Call Center 59

Call Center Scripts Average Handle Time Analytics 59

JustCall

DECEMBER 1, 2022

THE AHT or Average Handling Time of all three employees is 3 minutes. Naturally, it’s agent 1 who delivers his best to the customer and doesn’t waste time on ACW. A Microsoft study found that 54% of consumers worldwide have higher expectations for customer service than a year ago.

Call Center 52

Call Center CRM Coaching Contact Center 52

SharpenCX

FEBRUARY 10, 2021

And, nearly two-thirds of that camp felt rage over the issue that popped up or how it was handled. Customers who had breakdowns in their interactions rose 10% over 2019 according to The National Customer Rage Study. It’s time to turn to the brain of the operation: your customer service data. Bulk up your coaching and training.

Contact Center 76

Contact Center Customer Service Metrics Call Center 76

Comm100

OCTOBER 30, 2017

Free Download] 120+ Ready-to-Use Live Chat Scripts for Both Sales and Customer Service. The downloadable contains scripts for all kinds of scenarios, ranging from greetings to collecting personal information, and can help your live chat team deliver more efficient, quality support immediately. How can I fix it?

Best practices 45

Best practices Contact Center Management outsourcing 45

LiveChat

JULY 15, 2015

In low–CQ companies , reps’ job is to stick to the game plan that’s already been scripted. During coaching sessions with each rep, supervisors listen to previously recorded calls and agree on which level the rep is achieving with that customer. It’s not considered as a “good job”, because of AHT – average handle time.

Customer Support 73

Customer Support Average Handle Time Coaching Customer Service 73

LiveChat

JULY 15, 2015

In low–CQ companies , reps’ job is to stick to the game plan that’s already been scripted. During coaching sessions with each rep, supervisors listen to previously recorded calls and agree on which level the rep is achieving with that customer. It’s not considered as a “good job”, because of AHT – average handle time.

Customer Support 44

Customer Support Average Handle Time Coaching Customer Service 44