Tethr

JUNE 5, 2020

Does your contact center need a morale boost? Improve employee morale and reduce call center stress using these strategies. A leadership team that thinks they’re above everyone else is a morale murderer. The post Maintaining morale in your contact center appeared first on Tethr.

Morale 65

Morale Contact Center Gamification Scripts 65

SharpenCX

JUNE 10, 2021

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. But you do have influence over making your contact center a great place to work and motivating your team. Which for many, is the best part of working in a call center.

Morale 67

Morale Call Center Contact Center Coaching 67

JustCall

APRIL 15, 2024

Call center agent burnout is a real problem, and the job demands can take a toll on even the most resilient employees. A report from Jeff Toister that covered some key call center burnout statistics reported that 59% of agents face some risk of burnout, while 28% face a severe burnout risk! Those are concerning numbers.

Call Center 52

Call Center Agent burnout Scripts Metrics 52

Ann Michaels and Associates

JULY 21, 2023

Getty Images Conducting call center evaluations for customer service is essential for ensuring consistent quality and identifying areas for improvement. With over 100 locations, this made call center evaluations somewhat challenging. This helps prevent any personal biases from influencing the evaluation.

Call Center 52

Call Center Customer Service Construction Coaching 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. If taken too lightly, interviews can end up being a formality that wastes time and doesn’t help you find the right person for the job (or the person who’ll stick around).

Call Center 128

Call Center Coaching Contact Center Feedback 128

Fonolo

OCTOBER 13, 2020

” — 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. However, it would be just as naïve to think the demand for contact center agents will decrease over the next two years.

Call Center 144

Call Center Contact Center Coaching contact center workforce 144

NobelBiz

JUNE 19, 2023

By harnessing cutting-edge technology and advanced analytics, call centers can gain valuable insights into their operations as they unfold , making informed decisions in the heat of the moment. In a call center setting, real-time monitoring refers to the continuous observation and analysis of customer interactions as they occur.

Call Center 52

Call Center Coaching Contact Center Metrics 52

Outsource Consultants

FEBRUARY 22, 2021

For most workers, it’s been almost a year away from the office — and morale is high: 86 percent of remote workers feel less stressed. But for call center leaders it’s been a year of tirelessly onboarding new tools and deploying new strategies catered to remote work. Innovation — Key to Building Better Call Centers.

Call Center 76

Call Center Gamification Coaching Morale 76

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. If you’re just starting out or are building a new team, here are a few things to keep in mind when you’re training, supporting and coaching agents.

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Coaching Customer Service Scripts Morale 91

NobelBiz

JUNE 5, 2023

However, executing new outbound lead generation programs can be challenging, here are the top 15 challenges related to executing new outbound lead generation programs in call centers and how to tackle them. According to a report by SmallBizGenius , sales representatives must make an average of 18 calls to reach one potential buyer.

Call Center 52

Call Center Scripts CRM Contact Center 52

Fonolo

APRIL 27, 2020

Now, more than ever, your call center agents need your support. It’s never been more important for call center managers to support their agents. Here are our top tips for engaging remote employees and keeping agent morale high, so that you and your team can go (virtually) unimpeded for as long as you need to.

Call Center 112

Call Center Morale Contact Center Gamification 112

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

SharpenCX

FEBRUARY 18, 2020

Download Now: Grow your management and coaching techniques with 29 key takeaways from your call center manager playbook. How do you need to grow your call center manager skills to be the best manager for your team? To coach your agents towards growth, you have to know what they’re shooting for. A Good Coach.

Call Center 84

Call Center Coaching Management Contact Center 84

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 68

Call Center Morale Gamification First call resolution 68

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. Call review and coaching sessions contribute to team building. Yep, it’s the linchpin of employee engagement, too! Here’s how. #1

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 10, 2021

At the heart of every call center is a team of agents who want to show up every day and do their best work. How do the best call center managers keep morale high and performance strong when agents aren’t able to interact in person and enjoy the camaraderie of a vibrant call center?

Call Center 52

Call Center Morale Personalization Management 52

Calltools

AUGUST 5, 2020

You may discover that your call center saves money by moving agents off-site. In this article, you will learn about the difficulties of managing remote call center agents, and some ways that you can overcome those challenges. Managers can also listen silently to calls without letting the employee or customer know.

Call Center 52

Call Center Management Interactive Voice Response Real estate 52

Babelforce

JANUARY 20, 2022

Call center managers have one hell of a challenge sometimes, and it’s a challenge to keep a level head. Not only are you responsible for overseeing a team of productive call center agents , but you’ve also got the needs of their company’s customers to consider. Effective leaders are essential for any successful business.

Call Center 52

Call Center Management Construction Best practices 52

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. Identify Coaching Opportunities. An attentive leader stays in-the-know of possible exterior influences.

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. Feedback is dual-sided.

Call Center 76

Call Center Coaching Contact Center Feedback 76

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

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

MARCH 18, 2020

FlexJobs found that of the companies that allow remote work, 85% increased productivity, 90% improved employee morale, and 77% reduced operating costs. When your agents aren’t hardwired to their desks and the world calls for flexibility, you can bend. It looks a bit different than it does for your work from home call center agents.

Call Center 94

Call Center Morale Coaching Cloud contact 94

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. Identify Coaching Opportunities. An attentive leader stays in-the-know of possible exterior influences.

Coaching 81

Coaching Morale Analytics Benchmark 81

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.

Coaching 62

Coaching Contact Center Morale Consulting 62

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

CX Global Media

MAY 24, 2018

I had the delightful experience and honor to interview Adrianna shortly after the she received her recognition at the ICMI Global Contact Center Awards ceremony at the CCExpo in Orlando. During her interview she shared with me her personal journey on making it to this high-mark in her career. The Call Center Supervisor Success Path.

industry standards 257

industry standards Contact Center Morale Call Center 257

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. However, achieving sales targets in a call center can be challenging, as agents have to overcome various obstacles such as rejection, competition, and customer objections.

Call Center 26

Call Center Sales Abandon rate Scripts 26

Monet Software

MARCH 10, 2021

The lasting impacts of COVID-19 are unknown but the accelerated shift to the remote call center workforce management is likely to endure. Will remote agents continue to represent a significant proportion of the call center workforce? The contact center workforce was already going remote. Here’s why.

Contact Center 118

Contact Center call center workforce contact center workforce Morale 118

Tethr

APRIL 1, 2020

What if the secret to driving customer loyalty was engaging your call center reps? Would you then spend more time and resources improving call center morale? Consider the sheer number of challenges call center agents face during a workday. Provide strong coaching.

Coaching 73

Coaching Call Center Morale Feedback 73

CSR Inc.

JULY 17, 2016

Earlier this month, I discussed the growing trend towards home-based call center agents. But the role of tech in the call center industry stretches well beyond enabling virtual agents. Gamification I had written about call center ‘employee incentive’ or ‘rewards-driven’ programs (gamification) last year.

Call Center 48

Call Center Technology Gamification Coaching 48

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. The onboarding process in any call center can feel daunting.

Contact Center 128

Contact Center Customer Service Employee engagement Coaching 128

Playvox

MARCH 10, 2021

How do the best call center managers keep morale high and performance strong when agents aren’t able to interact in person and enjoy the camaraderie of a vibrant contact center? Even when your agents are working remotely, a strong team spirit is central to customer satisfaction and agent performance.

Contact Center 97

Contact Center Morale Call Center Personalization 97

Fonolo

AUGUST 29, 2018

In contemporary times, the deafening sounds of the outside world via the news, social media, the subway, the radio, the street, and even the phone lines can distract us from our long-term professional and personal goals. We call it the ‘golden rule’ of customer service. It’s simply become too loud. We are all customers for something.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

Fonolo

NOVEMBER 3, 2020

Keynote Speaker and Official Forbes Coach. ” This deeper emotional trend drove the changing perception of contact centers. “Given their anxiety and angst about their own personal situations outside of work, contact center agents moved from the service principle of ‘Think like the Customer’ to ‘Be the Customer.’

Contact Center 167

Contact Center Consulting Consulting Coaching 167

CX Global Media

JULY 20, 2017

Not having a good agent career path is definitely one of the problems that contributes to low tenure and low morale. When it comes to complex issues, consumers prefer personalized service from humans that are more knowledgeable and creative in problem-solving. That type of career coaching is not taught at home or in school.

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Contact Center Coaching Morale Call Center 136