NobelBiz

JUNE 5, 2023

According to a report by SmallBizGenius , sales representatives must make an average of 18 calls to reach one potential buyer. Or course, there are different types of lead generation that typically fall into two main categories: Outbound lead generation which generally include direct mail, advertising, cold calling and email marketing.

Call Center 52

Call Center Scripts CRM Contact Center 52

SharpenCX

OCTOBER 8, 2019

Start by sharing agent-specific metrics with each agent for better performance management and employee development. Your agents don’t have the time (or, usually, access) to dig through dozens of cells seeking the metrics that matter to them. And, they certainly don’t have time to dig around for customer information, either.

Coaching 59

Coaching Average Handle Time Customer Experience Metrics 59

CSM Magazine

OCTOBER 15, 2018

It’s time to introduce a ‘less haste, more speed’ culture supported by the latest technology. management (WFM). This perennial tug of war is damaging to agent morale, the customer experience and health of the overall business. Add ‘travel time’ into schedules – in a bid to save time, managers often take.

Contact Center 56

Contact Center contact center workforce Average Handle Time Metrics 56

SharpenCX

OCTOBER 8, 2019

Start by sharing agent-specific metrics with each agent for better performance management and employee development. Your agents don’t have the time (or, usually, access) to dig through dozens of cells seeking the metrics that matter to them. And, they certainly don’t have time to dig around for customer information, either.

Coaching 52

Coaching Average Handle Time Customer Experience Metrics 52

Fonolo

SEPTEMBER 28, 2021

Congratulations, call center manager! Of course, all new positions come with learning curves. To help start you off on the right foot, we’ve put together a guide about all things call center management , so you know exactly how to succeed and can teach your agents how to do the same. 7 steps to success as a call center manager.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

Fonolo

SEPTEMBER 14, 2023

Executives and managers know that contact center goal-setting helps usher in progress and bring about positive change. In a busy customer service department, having an agreed-upon set of milestones helps you cross the finish line because it clarifies decision-making, keeps morale up, and can even reduce agent turnover.

Contact Center 91

Contact Center Call Center Average Handle Time Construction 91

Playvox

MARCH 27, 2023

This could include a combination of classroom training, on-the-job training, learning courses , and workshops. Setting goals can also help managers monitor agent performance and identify areas where additional training or coaching may be needed. Playvox offers a Quality Management suite that welcomes you to the digital era.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

3CLogic

NOVEMBER 10, 2021

Consider the additional effect on employee morale, the ongoing loss in intellectual property, and the long-term implications for the customer experience — the costs can grow far beyond immediate operational expenses. 7 Employee Retention Strategies For Contact Center Managers. Not convinced? Establish Promising Growth Opportunities.

Contact Center 93

Contact Center Interactive Voice Response Schedule adherence Average Handle Time 93

SharpenCX

MARCH 10, 2020

You’re praised for your low Average Handle Time, high First Call Resolution, and outstanding CSAT Scores. And after a year of dedication, you’re promoted to manager of your call center. But this time… you take on a new role without any training. So, how do you manage a call center team?

Call Center 67

Call Center Management Coaching Metrics 67

Callminer

OCTOBER 11, 2018

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Post-call work time isn’t a stand-alone metric; it affects many other KPIs.

Call Center 561

Call Center Metrics Contact Center Wait times 561

Comm100

OCTOBER 30, 2017

Contact center management is a difficult job. Even as an outsider, if you’ve spent any time at all working alongside a call center or contact center you’ve probably seen the same mistakes being made by management over and over regardless of the company, the market, the product or customer base. How can I fix it?

Best practices 45

Best practices Contact Center Management outsourcing 45

SharpenCX

OCTOBER 22, 2019

On the flip side, a study out of The Strategic Journal of Business & Change Management linked KPIs to better work. It’ll improve agent morale and engagement, and skyrocket your business outcomes. Like First Call Resolution and Average Handle Time. Head to Your Call Center Manager Playbook.

Metrics 64

Metrics Call Center Abandon rate Customer Service 64

delighted

SEPTEMBER 20, 2019

In the past, customer experience was whether or not the support rep on the phone or the attendant managing department store returns — or any other gatekeeper of company protocol — could help you amend a product related issue. Of course not. Addressing customer feedback and managing your reputation. Hold times reduce.

Customer Experience 45

Customer Experience Customer Service Surveys Self service 45