Balto

JUNE 23, 2022

This presents pain points for managers and agents alike as companies have to pay for enforcement tools, perform ongoing training, and coach agents on a tool that may not lend itself to optimal results in terms of agent satisfaction and retention. We surveyed 567 agents across the United States. Demographics. Our respondents were 52.2%

Scripts 52

Scripts Coaching Contact Center Surveys 52

ChurnZero

MARCH 31, 2020

Adding a call-to-action in their email signatures inviting customers to take a quick, four-question survey about how they’ve been impacted by COVID-19. The survey asked if their business was still open, if they had plans to close it, what’s the best way to be contacted at this time, and if they had any additional comments.

Morale 72

Morale Education Surveys Accountability 72

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

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. Develop and utilize voice channels through surveys, one-on-one interviews, online feedback, and social media. Modify Your Interview Process.

outsourcing 56

outsourcing Call Center Answering services Employee engagement 56

Integrity Solutions

MAY 24, 2023

When participants leave sales training, there must be a structured follow-up process that ensures: Accountability for real-world application Repetition Feedback on progress Positive reinforcement and supportive coaching For sales training and skills to turn into a way of doing business, they have to be hard-wired into the culture.

Sales 52

Sales Coaching Accountability Personalization 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

APRIL 14, 2020

Or as famous management consultant Peter Drucker stated , “What gets measured gets improved.” Boosting FCR: Improve FCR with agent training, coaching, and empowerment. Download Now: 7 Ways to Improve your Coaching Skills to Impact Agent Performance. It leads to low morale, poor customer service, and high agent turnover.

Metrics 84

Metrics Customer Service Employee engagement Morale 84

PeopleMetrics

MARCH 16, 2020

Taking action on an individual customer response to a survey about a recent experience is the most direct evidence of ROI for VoC programs. This blog post is about the alerts that are triggered based on a customer response to a survey. Alerts allow companies to recover lost customers, recognize star employees and generate new leads.

Morale 78

Morale Upselling Surveys Coaching 78

SharpenCX

JANUARY 14, 2020

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. Through customer surveys , make use of your customer’s feedback and focus on the areas that need help.

Call Center 76

Call Center Customer Service Morale Finance 76

CrazyCall

APRIL 16, 2019

You can use surveys, quizzes, emails, pop-up surveys and more. I know that there is a stigma around the topic of call scripts , but let me tell you – there is no better way to semi-passively even the calls quality that your call center consultants make than with the usage of call scripts. Focus on caller experience.

Best practices 70

Best practices Call Center Scripts Metrics 70

Fenero

SEPTEMBER 15, 2018

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. By giving agents opportunities on critical issues create a strong culture of agent engagement and morale.

Call Center 13

Call Center Morale virtual call center Metrics 13

Fenero

JANUARY 20, 2019

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. By giving agents opportunities on critical issues create a strong culture of agent engagement and morale.

Call Center 8

Call Center Morale Automotive Metrics 8