NobelBiz
FEBRUARY 27, 2024
This not only helps in ensuring compliance with protocols but also provides opportunities for coaching and feedback based on actual performance. These tools enable real-time feedback and coaching, ensuring that agents adhere to quality standards and continuously improve their interaction skills.
Talkdesk
MAY 11, 2020
How should contact center leaders talk about performance and coach teams? Use data to validate why agents should adopt new behaviors through micro-coaching sessions to improve every customer interaction. They then leave comments to motivate, coach, or encourage agents via Observe.AI. What should be avoided?
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Serenova
MARCH 31, 2020
Serenova’s CxEngage cloud contact center solution goes beyond simply moving agents from a seat in the contact center to one in their own home, it provides tools and features that keep your contact center agents working safely and productively long-term. Supervisors can’t stop by an agent’s desk with a quick comment.
8x8
OCTOBER 25, 2017
The good news: pure cloud contact center providers have benefited from legacy providers’ struggles to create flexible solutions to transform customer experiences and turn pain into triumph. Unfortunately, agents often lack coaching and training. The result is an inadequate toolset for customer service agents and poor training.
Playvox
MAY 26, 2022
Providing proper training—including soft skills coaching (like how to speak with customers and provide exceptional customer care) and technology training—signals to your remote customer service agents that you’re invested in their success.
NobelBiz
FEBRUARY 14, 2022
And that’s where your coaching ability as a manager comes in. And this is where your managerial and coaching skills come in. Learn more from our webinar on mental health in Call Centers by asking Dr. James Diefendoff Ph.D. But the last piece of the puzzle is knowing how to improve your call center agent performance.
Enghouse Interactive
JANUARY 13, 2021
Successful companies more likely to use cloud services and are more successful when they do. Using cloud contact center platforms drives more revenue (54.1% Video enablement: either use internally to manage remote agents, or externally for communications with customers. 43% using video for customer interactions, and 67.2%
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