Integrity Solutions

AUGUST 24, 2022

What they don’t always recognize is that it’s something that can be developed through effective training and coaching. These and other alignment checks should be part of the ongoing performance strategies of the sales manager and coach. Are our sales managers building the bridge?

Sales 88

Sales Coaching Calibration B2B 88

CSR Inc.

OCTOBER 1, 2017

Calibrations Aren’t Just a Chore. It is the supervisors who coach agents that make or break a quality program. And to deliver on the promise of a quality program, supervisors must be supported by management. From the get-go, management buy-in is critically important, and will be one of the largest success factors.

Calibration 59

Calibration Coaching Scripts Call Center 59

Customer Relationship Metrics

JULY 26, 2017

Managing a contact center is fast paced and furious. When control over employee performance is influenced by management implementing carrot and stick practices, employees are stripped of control. Effective setting of employee expectations is a critical part of successfully leading and managing a team. Managing Emotions.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

NobelBiz

FEBRUARY 27, 2024

Here are some standout features: Hold Queues and Smart Call Routing: Efficiently managing incoming call volumes is fundamental. This not only helps in ensuring compliance with protocols but also provides opportunities for coaching and feedback based on actual performance. Hold queues and smart call routing play a pivotal role.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

SharpenCX

NOVEMBER 5, 2020

Putting in the time to coach and train your team ensures you stop bad agent habits in their tracks. But, how do you, manager, with heaps of other work to do, stay on top of these daily supplements for your agents? Agent scorecards are feedback tools to help you put intention behind your coaching moments. DO look for outliers.

Average Handle Time 67

Average Handle Time Coaching Calibration Feedback 67

Callminer

AUGUST 1, 2017

Coping with unanticipated upticks in demand, staff turnover, and other common call center challenges only further complicate matters for managers working to create an efficient, productive, and effective team. Vincent Nero is the VP General Manager of Successories. Source: Human Resource Management; Issue: 51(4); 2012; Pages 535-548.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Taylor Reach Group

JANUARY 5, 2018

Don’t let the management staff keep you in a conference room suffering death by PowerPoint. Assign a project manager to create a meticulously detailed timeline and to meet at least weekly with the appropriate partner managers. A solid, searchable knowledge management system keeps everyone informed and allows regular updating.

outsourcing 70

outsourcing Calibration First call resolution Coaching 70

NICE inContact

JUNE 21, 2016

Great quality management programs compile results at the agent, team, and location levels to track growing trends and gain additional insights. Finding trends at the team and location level lets you provide targeted group training to create larger performance impacts. attitude that impedes getting buy-in during coaching sessions.

Calibration 50

Calibration Coaching Contact Center Quality management 50

OrecX

AUGUST 15, 2018

As a BPO or call center outsourcer, you are potentially taking over a role your clients cannot manage on their own or don’t want to handle any longer. Centralized management of all recording data (voice and screen). Multi-tenancy so you can manage multiple clients independently, yet simultaneously. Report filtering (e.g.

outsourcing 48

outsourcing Call Center Calibration Average Handle Time 48

Callminer

SEPTEMBER 5, 2017

Ensuring all agents gather and deliver 100% accurate information to consumers is a top priority for any QA manager, and something they must take incredibly seriously. One of the major challenges in this context is that managers typically estimate their agent calls throughout the month. Lindsey Havens.

Call Center 140

Call Center call center software outsourcing Coaching 140

aircall

MARCH 17, 2016

Improving performance management and training best practices in the call center is key to keeping your customers happy. Schedule monthly calibrations with representatives from all of our different departments to review calls. Encourage upper management to listen to calls and praise agents. Lunch and learn.

Best practices 59

Best practices Call Center Calibration Coaching 59

Robert Davis

APRIL 5, 2018

And no matter how flawless your operation, watchdog groups, federal agencies and the media will be watching closely for any missteps. Add to that frontline managers with on-the-phones experience who coach, counsel and mentor agents for the high-stress, often unforgiving world of outbound.

Telemarketing 48

Telemarketing Outbound sales outsourcing Quality calibration 48

Robert C. Davis and Associates

APRIL 5, 2018

And no matter how flawless your operation, watchdog groups, federal agencies and the media will be watching closely for any missteps. Add to that frontline managers with on-the-phones experience who coach, counsel and mentor agents for the high-stress, often unforgiving world of outbound.

Telemarketing 40

Telemarketing Outbound sales outsourcing Quality calibration 40