Fonolo

AUGUST 17, 2021

To optimize your call center’s performance, you need to think about improving your customers’ experience. After all, customer-centric companies are 60% more profitable. While incredible customer service should always be a call center’s goal, it shouldn’t be your only goal. But it’s not enough.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

Fonolo

APRIL 15, 2020

It takes constant support and coaching to make sure that your customer service reps are staying on top of their duties while providing the best possible experience for the customers. Handpicked related content: 5 Creative Ways to Manage Agent Shortages in Your Contact Center. Create 1-on-1 Time. Always follow up.

Coaching 91

Coaching Customer Service Scripts Morale 91

Fonolo

SEPTEMBER 21, 2023

Ready to level up your contact center team? Improving call center agent performance can seem overwhelming, and you might wonder where to start. The 4 Most Important Call Center Agent Performance Metrics 1. The customer service industry is evolving and hasn’t looked back.

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

SharpenCX

JUNE 10, 2021

Most people don’t grow up dreaming about being a frontline customer service agent. Unfortunately, even the best call center leaders can’t get rid of the high-stress moments and angry customers agents have to face on the job. Customer service isn’t a bad gig, but it does come with its stresses.

Morale 67

Morale Call Center Contact Center Coaching 67

JustCall

APRIL 15, 2024

As a sales or customer support manager, you’ve likely noticed some agents seem disengaged, burned out, or stressed. Call center agent burnout is a real problem, and the job demands can take a toll on even the most resilient employees. Recognize good performance What is call center burnout? Allow breaks 8.

Call Center 52

Call Center Agent burnout Scripts Metrics 52

SharpenCX

SEPTEMBER 1, 2021

As a hiring manager, there’s a lot riding on your ability to have a productive interview and find the right agents and supervisors for your call center. >> Read Next: 3 Call Center Interview Tips and Tricks for a Better Agent Experience. What does customer service mean to you?

Call Center 128

Call Center Coaching Contact Center Feedback 128

SharpenCX

AUGUST 31, 2021

This is where a call center dashboard comes in. A call center dashboard provides simple graphics, custom views, and real-time insights into your team’s performance. But your executive team is likely looking for a big picture view into your center. How do our customers feel? What’s our churn rate?

Call Center 128

Call Center Metrics Benchmark Contact Center 128

Global Response

JUNE 27, 2023

Once you’ve determined the location, strategy, services and structure that’s right for your call center, you still have one of the toughest parts yet to go—recruiting and hiring. Unfortunately, many call centers fall into the same hiring traps and pitfalls.

Call Center 62

Call Center outsourcing Advertising Coaching 62

Fonolo

OCTOBER 13, 2020

Suddenly customer insights became the golden ticket!” ” — Annette Franz , CEO of CXJourney , Official Forbes Coach, Keynote Speaker and Author. Our research shows that contact center executives are still very keen to solve agent attrition. Why is Call Center Agent Turnover Increasing?

Call Center 144

Call Center Contact Center Coaching contact center workforce 144

NobelBiz

JUNE 19, 2023

The modern world is centered on the concept of immediacy and the ability to obtain information instantly. As businesses, we need to harness this culture of immediate responses to elevate customer service levels. This enables them to identify areas for improvement and provide timely feedback and coaching to agents.

Call Center 52

Call Center Coaching Contact Center Metrics 52

SharpenCX

MAY 12, 2020

Back in college, I took a customer service job one summer working in a call center for a nationwide moving service. Day one you’re handed large amounts of information to learn, systems to get acclimated with, and told to listen to phone calls taken by your peers. Product & Service Demonstration.

Contact Center 128

Contact Center Customer Service Employee engagement Coaching 128

CSM Magazine

JUNE 8, 2021

As you are aware, most call centers transitioned to working from home (WFH) due to the current pandemic while a few continued to work in the regular brick-and-mortar format. Chances are that morale could take a dip as agents may be reluctant about the change. Try having a few team-building events to engage your team.

Call Center 75

Call Center Morale Coaching Customer Service 75

Tethr

MAY 11, 2020

Call centers should activate leadership activities that can become valuable strategies in the workplace. When done correctly, these activities can impact the attitudes of call center agents by making them feel supported and appreciated in the workplace. What does it look like inside the call center?

Call Center 67

Call Center Morale Gamification First call resolution 67

Monet Software

SEPTEMBER 24, 2020

Can SMB call center quality management be about more than quality? Monitoring and scoring calls—these quality assurance (QA) tasks are constant at nearly every contact center. Specialties like customer service can feel nebulous. Call review and coaching sessions contribute to team building.

Morale 48

Morale Quality management contact center workforce Employee engagement 48

Calltools

MAY 12, 2021

Measuring agent performance is essential for call center managers to evaluate how successful their sales efforts are. By giving your employees more choices in their work environment, you can improve morale as well as productivity. These benefits extend from the agent’s performance to overall call center operations.

Call Center 52

Call Center Morale Coaching Education 52

Playvox

MARCH 12, 2024

When you’re working in a contact center, this is your reality — taking contact after contact, call after call, from people who either need support or are angry about their experience with your company’s product or solution. The importance of agent motivation in a call center cannot be overstated.

Morale 78

Morale Gamification Contact Center Quality management 78

Calltools

MAY 3, 2023

It can’t be said enough: the level of happiness your customers’ experience is directly linked to the experience and engagement of your call center agents. After all, happy agents make happy customers. Invest In Call Coaching Call coaching can be a great tool to build confidence in contact center agents.

Contact Center 98

Contact Center Coaching Average Handle Time Analytics 98

aircall

JANUARY 3, 2018

If you’re managing a customer support team, then you’re as much a coach as you are a supervisor. Good coaches make their players better, but great coaches go the extra mile and continue making themselves better as well. Each customer could be a potential product evangelist or a vocal detractor. How could it not be?

Coaching 86

Coaching Morale Analytics Benchmark 86

SharpenCX

JUNE 11, 2020

Yet contact center leaders still struggle to engage agents, develop their teams, and improve performance. Coaching and training in the contact center misses core components that make it stick. Download Now: Get real about coaching agents with these 7 methods you can apply today. You can fix it.

Call Center 76

Call Center Coaching Contact Center Feedback 76

Fonolo

SEPTEMBER 27, 2016

Operating a successful contact center is rarely a simple undertaking. As any customer support manager knows, there are a number of crucial factors that come into play when looking to succeed in the call center world. We often hear from call center managers who are trying to improve their call metrics with our solutions.

call center professionals 98

call center professionals Call Center Average Handle Time Contact Center 98

NobelBiz

APRIL 18, 2022

On the surface, increasing the efficiency of your call center appears to be a simple and straightforward process. Simply reduce the amount of time spent on the phone with clients, which gives you more calls handled in a day and hence more efficiency for your business. What is call center efficiency?

Call Center 52

Call Center Interactive Voice Response Contact Center Gamification 52

Playvox

JULY 14, 2023

To ensure your contact center agents spend a vast majority of their time with customers resolving issues and as little time as possible on administrative tasks and after-call work, agents need the right kind of tools, processes, coaching, motivation, and goals in place. How are managers delivering coaching?

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

JustCall

DECEMBER 1, 2022

Remote call center employees feel they can be more flexible, productive, and satisfied while working from home. Work from home call centers must deal very cautiously with employees who prefer to work from home. Work from home call centers must deal very cautiously with employees who prefer to work from home.

Call Center 52

Call Center Management Agent burnout Scripts 52

Robert Davis

DECEMBER 16, 2019

When it comes to coaching team members, we’ve seen contact center leaders reprioritize it and push it off until tomorrow, especially if coaching is not in their comfort zone. Davis and Associates ( [link] ), we’ve observed that it’s not because they find coaching unimportant. Davis and Associates. At Robert C.

Coaching 62

Coaching Contact Center Morale Consulting 62

SharpenCX

JUNE 30, 2021

Microsoft says 90% of Americans use good customer service as a factor when deciding whether to do business with a company. Why would customers stay loyal to brands that are slow or can’t offer help? Why wouldn’t a customer find a company that makes buying and learning a product or service quick, easy, and accessible?

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

Robert Davis

JANUARY 13, 2020

Let’s talk about the value of a coach in someone’s life. A coach can do that. At every level of sports, we see coaches who help the team perform and do what they can. Individuals are searching for coaches as personal trainers or as life coaches. It is clear that the coach’s role is important.

Coaching 62

Coaching Contact Center Call flow Morale 62

SharpenCX

APRIL 16, 2021

The key to delivering better customer service sits right in front of us. When your agents are down in the dumps, your customers get bad service. Investing in your agents is the only path to better customer service. Your data shows you the landscape of your customer experience. After all, I’m human.

Customer Service 67

Customer Service Construction Coaching Metrics 67

SharpenCX

MAY 5, 2020

Download Now: Get real about coaching your agents to engagement with these 7 methods. Considering that the average call centers in the US have turnover rates as high as 30-45% , it’s time for call center management to focus on retaining and engaging agents. This doesn’t have to be the case for your agents.

Contact Center 90

Contact Center Customer Service Coaching Metrics 90

aircall

JANUARY 3, 2018

If you’re managing a customer support team, then you’re as much a coach as you are a supervisor. Good coaches make their players better, but great coaches go the extra mile and continue making themselves better as well. Each customer could be a potential product evangelist or a vocal detractor. How could it not be?

Coaching 81

Coaching Morale Analytics Benchmark 81

JustCall

MARCH 9, 2023

Your customer service team is the brand’s spokespersons and representatives. The way they interact and serve the client sets a benchmark for customer experience. As such, they lay the foundation for long-term customer loyalty. Agents can then apply the customized learnings in real-world interactions for greater success.

Customer Service 40

Customer Service Morale Benchmark Scripts 40

Callminer

MAY 11, 2020

Ongoing training and coaching are equally important to ensure that your employees are equipped with the skills and knowledge they need to do their jobs effectively. And, coaching sessions provide an ideal opportunity for managers to check in with their agents or employees to get their feedback on how things are going from their perspective.

Management 273

Management Customer Experience Customer Service Coaching 273

Dialer 360

MAY 3, 2023

Sales targets are the lifeblood of any call center, as they serve as a benchmark for measuring the performance and success of the company. Hitting sales targets is a crucial aspect of any business, as it not only boosts revenues but also enhances brand reputation and customer loyalty. Customer service and sales go hand-in-hand.

Call Center 26

Call Center Sales Abandon rate Scripts 26

Calltools

DECEMBER 9, 2020

Increasing online sales usually creates more consumer calls directed at call centers. Since shoppers can’t ask in-person sales representatives questions, they rely on call centers to solve their problems. More likely than not, at least some of your call center’s staff members currently work remotely.

Call Center 52

Call Center Interactive Voice Response CRM Morale 52

Fonolo

AUGUST 29, 2018

Here, experts and influencers in the CX and CS industries give us incredibly valuable soundbites on best practices, boosting morale, improving performance, implementing technology, building partnerships, and delivering a well-orchestrated customer support offering to your burgeoning audience of customers. Start there first.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

SharpenCX

MARCH 10, 2021

With cloud platforms taking over the call center industry, many leaders are kicking off their search for the best call center solutions for their business. Call center software has evolved to wrap service & technology into one bundle. How about how they help customers? Their stress levels?

Call Center 67

Call Center call center software Morale call center solutions 67

Playvox

APRIL 11, 2023

Engaged contact center agents are essential to the success of any customer service operation. And happy agents tend to deliver experiences that delight your customers. But disengaged agents create challenges in a customer service center.

Employee engagement 63

Employee engagement Contact Center Gamification Coaching 63

Fonolo

NOVEMBER 3, 2020

We spent the last couple of months asking influencers and industry leaders how they thought the pandemic had impacted customer service. Suddenly, customer insights became the golden ticket!” Keynote Speaker and Official Forbes Coach. CX & Customer Service Expert, Founder of ThinkCX.

Contact Center 167

Contact Center Consulting Consulting Coaching 167