Playvox

SEPTEMBER 14, 2021

Increasingly, company culture is one of the most important factors in attracting and retaining employees, boosting agent morale and in promoting higher levels of productivity. Legendary management consultant Peter Drucker is credited with saying, “Culture eats strategy for breakfast.” What is Culture? Where Do You Begin?

Morale 59

Morale Contact Center Accountability Personalization 59

Fonolo

NOVEMBER 3, 2020

Our research for The State of the Contact Center 2020 Report indicates that the change to remote work, along with increasing public scrutiny and growing corporate EQ, will cement Agent Satisfaction as the ‘Master KPI’ on which all other metrics depend. Keynote Speaker and Official Forbes Coach. CEO at CXJourney Inc.

Contact Center 167

Contact Center Consulting Consulting Coaching 167

Robert Davis

JUNE 29, 2018

As a contact center CX consultant, I have seen outstanding customer experience, horrible customer experience and everything in between. Scheduling and sticking to coaching and development. Scheduling and sticking to coaching and development. The interactions have a positive effect on morale. Is it easy?

Coaching 48

Coaching Customer Experience Morale Contact Center 48

Robert C. Davis and Associates

JUNE 29, 2018

As a contact center CX consultant, I have seen outstanding customer experience, horrible customer experience and everything in between. Scheduling and sticking to coaching and development. Scheduling and sticking to coaching and development. The interactions have a positive effect on morale. Is it easy?

Coaching 40

Coaching Customer Experience Morale Contact Center 40

SharpenCX

MAY 5, 2020

Download Now: Get real about coaching your agents to engagement with these 7 methods. Every time you lose an agent, this loss costs your contact center $35k to $105k. Some contact centers encourage their agents to spend time shadowing other teams. Agent engagement starts with better coaching. Start today.

Contact Center 90

Contact Center Customer Service Coaching Metrics 90

Fonolo

OCTOBER 13, 2020

The COVID-19 pandemic threw a wrench in the works of many contact centers. We found a surprising and concerning trend during our analysis into the State of the Contact Center in 2020: agent attrition is getting worse. Similarly, COVID-19 could be the best thing to happen to contact center agent attrition for a long time.

Call Center 144

Call Center Contact Center Coaching contact center workforce 144

TechSee

SEPTEMBER 29, 2020

Contact centers are always looking for ways to reduce costs. This is particularly true during periods of uncertainty and economic downturn, when call center cost savings contribute to business continuity. However, these drastic measures are usually short term as they negatively affect CX and employee morale.

Call Center 196

Call Center Self service Gamification Contact Center 196

SharpenCX

AUGUST 19, 2021

Shopify employees (called Shopifolks) tout the pros of working at the company, like: Great people Remote work (without any micromanagement) Generous PTO Growth opportunities Positive team communication and morale. They keep team morale high. It’s clear Shopify employees love their work. They’re 12% more productive.

Customer Experience 137

Customer Experience Morale Consulting Consulting 137

Taylor Reach Group

DECEMBER 11, 2019

The challenge lies in how you make you employees or in the case of a contact center, your agents happy. contact center management). In this section, we will focus on what motivates agents, not only to perform better but also to continue their employment with the center. Intrinsic Motivations.

Customer Experience 119

Customer Experience Coaching Contact Center Morale 119

NobelBiz

JUNE 19, 2023

Harnessing the power of real-time monitoring in call centers is like having a crystal ball that reveals customer needs and preferences in the moment, enabling personalized interactions that leave a lasting impression. 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

NobelBiz

AUGUST 14, 2023

Christian Montes, Executive Vice President of Client Operations @NobelBiz Key Benefits of Voicemail Detection Contact center businesses and departments embrace voicemail detection for its indispensable role in streamlining operations and enhancing agent efficiency. The outcome?

Contact center software 52

Contact center software Call Center Contact Center Coaching 52

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. for Gallup.

Call Center 76

Call Center Coaching Contact Center Feedback 76

SharpenCX

APRIL 14, 2020

Or as famous management consultant Peter Drucker stated , “What gets measured gets improved.” Download Now: Use contact center data to build customer experience strategies based on real customer needs. Quality measurements are foundational to contact center performance. Metrics drive performance and behavior.

Metrics 84

Metrics Customer Service Employee engagement Morale 84

Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. My favorite call center leadership activities are…”.

Call Center 182

Call Center Management Scripts Coaching 182

Blueship Call Center

NOVEMBER 30, 2022

Do you have the resources to devote to ongoing coaching and training? Training and coaching are crucial for any team inside an organization, particularly for new groups. Regular exercise and coaching positively impact staff morale and engagement, productivity, and compliance with quality standards.

outsourcing 40

outsourcing Coaching Morale Consulting 40

NobelBiz

JUNE 5, 2023

Outbound Lead Generation In a call center, outbound lead generation is typically achieved through direct communication with prospects, usually via telephone calls. Using the Right Contact Center Technology Technology plays a vital role in lead generation. Running a contact center can get expensive.

Call Center 52

Call Center Scripts CRM Contact Center 52

Robert Davis

NOVEMBER 4, 2019

Do your supervisors seem to be stuck at their computers answering emails, attending countless meetings, and handling a lot of administrative work, taking them away from coaching and developing their teams of 12, 15, 18, or more members? This is a very common challenge in contact centers and leads to missed KPIs, low morale and high attrition.

Morale 9

Morale Coaching Best practices Customer retention 9

Balto

JUNE 23, 2022

A quick search for “contact center scripts” yields thousands of results aimed at teaching managers the best practices for enforcing script adherence. Though scripts are a cornerstone of contact centers, they have not advanced at the same pace as other industry technologies. What does this mean for contact centers?

Scripts 52

Scripts Coaching Contact Center Surveys 52

CSM Magazine

APRIL 25, 2022

Generally, a customer calls a contact center when they are having a poor experience or a problem, so arming that employee with as much information as possible to resolve it will help that employee do their job well. Too many constrictions are bad for employee morale. What has the customer called about in the past?

Scripts 52

Scripts Morale Banking Contact Center 52

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant. Arie Goldshlager.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

SharpenCX

FEBRUARY 25, 2020

Consulting group Korn Ferry found that employee stress levels have risen nearly 20% in three decades. As a call center manager, not only do you deal with high-stress customer situations, but you’re also responsible for team strategy, performance goals, management of budgets, employee satisfaction and coaching.

Call Center 76

Call Center Morale Metrics Abandon rate 76

NobelBiz

JULY 31, 2023

In the contact center world, it’s a carefully designed process that efficiently manages incoming calls, keeping customers engaged with informative on-hold messages while automatically routing them to the most suitable agent. Balancing Workloads In dynamic call center environments, workload imbalances can lead to inefficiencies.

Wait times 52

Wait times Telecommunications Call Center CRM 52

PeopleMetrics

MARCH 16, 2020

When a contact center representative fails to resolve a customer issue in the expected time frame. Recognize alerts are a great tool for internal coaching and boosting morale by showcasing the great works that your employees do every day. What are some common instances that trigger a recover alert ? Sean holds a Ph.D.

Morale 78

Morale Upselling Surveys Coaching 78

SharpenCX

JANUARY 14, 2020

Where do you start to improve your call center team? Can you boost morale, improve your service level, and retain customers without the extra cash? Download Now: Learn 29 best practices and coaching techniques for running your call center. Engage Employees and Boost Agent Morale. Attitude is everything.

Call Center 76

Call Center Customer Service Morale Finance 76

COPC

APRIL 27, 2020

When it comes to this global pandemic, contact centers pose a unique set of challenges. News of outbreaks within call centers was a part of the COVID-19 story from very early on. QA and Coaching — Do we have the right tools and processes in place to strengthen our staff? Creating Something Better than Before.

Morale 52

Morale Contact Center Coaching Call Center 52

Call Experts

DECEMBER 28, 2018

Explain the moral values, goals, and vision of your company. Continued education training, mentoring and coaching programs also help your team feel more respected and supported. Upgrade your property management services with a contact center. When do medical centers need professional contact center support?

outsourcing 56

outsourcing Call Center Answering services Employee engagement 56

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

Fenero

JULY 23, 2020

In these times of COVID-19, the ways of contact center operations have been fully shaken up. The new normal is vastly different than the traditional contact center management experience to which most had grown accustomed. So how can contact centers and their employees adapt?

Contact Center 8

Contact Center Contact center software Cloud contact Morale 8

Fenero

SEPTEMBER 15, 2018

So how exactly do the best of call centers achieve high levels of agent engagement and retention? Craving and holding on to straight productivity metrics is probably the easiest way to malign employee morale and retention. Regular rewards boost employee morale and make them feel valued and important in the organization.

Call Center 13

Call Center Morale virtual call center Metrics 13