Tethr

JULY 21, 2020

AIS highlights those behaviors that are best from the customer’s perspective and companies can use that to recognize those agents and as a way to replicate that behavior among other agents through coaching and training. By measuring the agent performance metrics that actually matter to their business, companies see tangible results.

Coaching 70

Coaching Construction Upselling Scripts 70

Balto

FEBRUARY 6, 2023

When I worked in service roles, I had a script, and I knew what I had to do to have a successful social interaction with a customer. This helped me build confidence through a body of evidence — you use your script correctly as a waitress and you get a dopamine hit in the form of a tip.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

SharpenCX

JUNE 10, 2021

Start with coaching and training. Create a strategy that sets your agents up for success, and coach them to always improve and reach their personal goals. Use in-line training paired with automation to cut down on the time you spend searching for coaching moments. Give your agents constructive feedback.

Morale 67

Morale Call Center Contact Center Coaching 67

SharpenCX

FEBRUARY 24, 2023

Instead of spending time sorting through data, the SharpenCX platform makes it easy to gain the insight on your customers that you’re looking for with customizable reports and dashboards showcasing only the metrics you care about. For example: Use your highest performing agents to “buddy up” and coach their peers.

Banking 76

Banking Personalization Customer Experience Chatbots 76

JustCall

DECEMBER 10, 2020

If there are any loose ends, constructive criticism is done to put things back to track and performing. As Jamie Sheepway, the Director of Service & Coaching at ShopPros believes, "When it comes to training in a call-center environment, there must be a step by step process. Explain the Importance of KPIs and Metrics.

Best practices 52

Best practices Call Center Sales Average Handle Time 52

Ann Michaels and Associates

OCTOBER 28, 2018

“Our Assurance team, which more than doubled in size in 2012, ensures team members have the skills needed to uphold this by providing ongoing coaching and positive enforcement when team members are speaking with clients. Measurement is foundational to our goal setting and organizational accomplishment.

Construction 61

Construction Surveys Scripts Feedback 61

Callminer

JULY 23, 2019

Lack of Confidence: Some managers are great at meeting metrics and making schedules. Tools like interaction analytics can help call center managers identify relevant issues and deliver precise, targeted feedback to agents and have a more direct impact on metrics like call handling time.

Best practices 140

Best practices Feedback Call Center Coaching 140

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Share responsibility and construct a common goal. Improved agent productivity – With more time available to front-line management, productivity improvements from focused coaching are realized. This requires tracking and measuring call center metrics and key performance indicators to evaluate both agent and call center performance.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

SharpenCX

NOVEMBER 5, 2020

Putting in the time to coach and train your team ensures you stop bad agent habits in their tracks. With so much to do, it’s tough to find the headspace, let alone the time, to think through how to coach your agents regularly. Agent scorecards are feedback tools to help you put intention behind your coaching moments.

Average Handle Time 67

Average Handle Time Coaching Calibration Feedback 67

Quality Contact Solutions

JUNE 24, 2021

So it is time for call centers to flip the script and change that perception. To offer constructive feedback, you need to understand where your agents are struggling and how they could improve. Check out inbound and outbound call center KPIs to discover the metrics that are most important to you. Focus on internal communication.

Call Center 89

Call Center Customer Experience Telemarketing Best practices 89

NobelBiz

MARCH 14, 2022

These metrics will be used to assess the performance of your outbound strategy. Outbound call scripts are important but are they vital? Scripts can assist outbound agents in better remembering information, avoiding mistakes, and being consistent. Think of scripts as a guide instead of a map. What does that entail?

Contact Center 52

Contact Center Scripts Average Handle Time Cloud contact 52

Integrity Solutions

MAY 23, 2023

Because mindset plays a significant role in what a salesperson is willing to do, training has to address these potential barriers and managers must be able to coach to the issues as well. They recognize that people are looking for more than a carefully constructed prospecting email sequence. Know your audience. It isn’t.

Sales 92

Sales Coaching Brand ambassadors B2B 92

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Can you describe a time when you coached a team member to turn an upset customer into a satisfied one?

Management 207

Management Customer Service Consulting Consulting 207

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Can you describe a time when you coached a team member to turn an upset customer into a satisfied one?

Management 182

Management Customer Service Consulting Consulting 182

Balto

NOVEMBER 28, 2023

Quality management typically requires the use of quality monitoring tools, as well as measuring relevant metrics and collecting customer feedback. Call flow: how well the agent is directing the call flow and whether they’re sticking to the script.

Quality management 52

Quality management Call Center Management Contact Center 52