SharpenCX

AUGUST 18, 2020

In-line coaching and training. Does your omnichannel software put coaching and training into your daily workflow? Your agents crave feedback and relevant coaching in-the-moment. An omnichannel platform with built-in coaching tools lets you leave feedback on interactions as you review them.

Contact center software 67

Contact center software Contact Center Coaching Call flow 67

SharpenCX

DECEMBER 14, 2018

Coaching your agents helps them feel connected, engaged and valued at work. The post Coaching Starts At Onboarding appeared first on Sharpen Contact Center Software. Why wouldn’t you start this process during onboarding?

Coaching 59

Coaching Contact center software Contact Center 59

JustCall

MARCH 22, 2022

It involves continuous efforts to coach and better sales teams. Sales coaching plays a key role in raising a high-performing team of sales representatives. But statistics show that with excellent sales coaching, sales teams can attain 91% attainment of sales quota. So, are you tapping into coaching for your sales reps?

Coaching 52

Coaching Sales Scripts Construction 52

SharpenCX

SEPTEMBER 13, 2018

I didn’t choose to highlight Coach Wooden because of that, though. The post A Lesson on Coaching from John Wooden appeared first on Sharpen Contact Center Software. John Wooden was from a south-central town in Indiana called Martinsville, which is a stone’s throw from the wooded property I call home in Monrovia.

Coaching 72

Coaching Contact center software Contact Center 72

SharpenCX

SEPTEMBER 20, 2018

Your agents quit their jobs when they don’t get the coaching they need. The post 10 Contact Center Coaching Methods that Work appeared first on Sharpen Contact Center Software.

Coaching 64

Coaching Contact Center Contact center software Management 64

SharpenCX

DECEMBER 11, 2018

But, the reality is, if you don’t coach and train your agents, they’ll leave. The post The Missed Opportunity of Not Coaching Your Agents appeared first on Sharpen Contact Center Software. Cue the next song on your playlist: “Another one bites the dust.” Okay, that’s a tad dramatic.

Coaching 64

Coaching Contact center software Contact Center 64

SharpenCX

DECEMBER 12, 2018

The post A Coaching Framework to Sail Through the Holidays appeared first on Sharpen Contact Center Software. All that cheer and joy comes jam-packed with lofty time management expectations and an added dose of expenses. Everyone has too little time and too many priorities. I blinked and we’re half-way.

Coaching 64

Coaching Contact center software Contact Center Time management 64

SharpenCX

SEPTEMBER 5, 2018

The post 7 Contact Center Coaching Tips to Personalize Your Agent Experience appeared first on Sharpen Contact Center Software. In that time, your agents could hike the Inca Trail and have some extra time to explore the.

Coaching 59

Coaching Contact Center Personalization Contact center software 59

SharpenCX

AUGUST 23, 2018

The problem is, though, that there’s some mystique surrounding coaching. The post 8 coaching mistakes that cost you agents: How many are you making? appeared first on Sharpen Contact Center Software.

Coaching 59

Coaching Contact center software Contact Center 59

SharpenCX

MARCH 27, 2019

The post How In-Line Training and Coaching are the Ultimate Customer Experience Management Tools appeared first on Sharpen Contact Center Software. You have a meeting in five minutes, but you see a window of time cracked open juussst enough to peek at interactions.

Coaching 59

Coaching Customer Experience Contact center software Management 59

SharpenCX

AUGUST 29, 2018

The post The Good, the Bad, and the Ugly of Contact Center Coaching appeared first on Sharpen Contact Center Software. Most days, it’s too long and unmanageable, so bottom-of-the-list priorities shift from one day to the next, to [.].

Coaching 59

Coaching Contact Center Contact center software 59

SharpenCX

JANUARY 9, 2018

The post The Contact Center Coaching Best Practice You Aren’t Using appeared first on Sharpen Contact Center Software. Learn about the best practice that can improve the engagement and performance of your front-line customer service agents. [.].

Best practices 52

Best practices Coaching Contact Center Contact center software 52

SharpenCX

AUGUST 10, 2018

The post 5 data-backed strategies to improve your contact center coaching appeared first on Sharpen Contact Center Software. Your agents are still taking calls and helping customers, yet you can’t help but wonder what the 2 [.].

Coaching 52

Coaching Contact Center Contact center software Customer Experience 52

SharpenCX

AUGUST 16, 2018

The post Coach agents to create urgency not emergency when talking to customers appeared first on Sharpen Contact Center Software. We used to be astounded by the 8-second responses we had at our fingertips when we “Googled” our most pressing questions. Now, we can have [.].

Coaching 52

Coaching Contact center software Contact Center Customer Service 52

Playvox

JULY 14, 2023

To ensure your contact center agents spend a vast majority of their time with customers resolving issues and as little time as possible on administrative tasks and after-call work, agents need the right kind of tools, processes, coaching, motivation, and goals in place. How are managers delivering coaching?

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Calltools

MAY 3, 2023

Invest In Call Coaching Call coaching can be a great tool to build confidence in contact center agents. An experienced agent or manager coaching on a live call can help your agents build confidence in handling common issues and troubleshooting new ones.

Contact Center 98

Contact Center Coaching Average Handle Time Analytics 98

Balto

JUNE 13, 2022

While sometimes escalation occurs because a query is complex or unique, it’s estimated that as many as eight in 10 escalations could have been handled at the initial point of contact. Training also requires coaching on handling escalations. Employ Guided Contact Center Software. Use Real-Time Coaching.

Management 52

Management Contact center software Coaching Contact Center 52

NobelBiz

OCTOBER 31, 2023

Brad Butler, Contact Center Software Consultant @NobelBiz Omnichannel Customer Engagement with Nobelbiz Nobelbiz’s Omnichannel Customer Engagement solution is a game-changer for businesses aiming to provide seamless communication experiences. Tune in now and supercharge your call center training!

Customer Support 105

Customer Support Contact center software Call Center Analytics 105

Hodusoft

JANUARY 3, 2024

Several key players thought that if contact center software is hosted in the cloud it would be extremely beneficial for businesses that don’t intend to install on-premise solutions. That led to the exploration of the idea of having agents access the contact center software through the Internet.

Contact Center 59

Contact Center Contact center software Interactive Voice Response Wait times 59

Balto

JUNE 6, 2023

Balto’s platform combines this real-time guidance with powerful products to support post-call analytics, QA, coaching, and after-call work to create a robust contact center software for behavior change. Real-time guidance provides agents with the right thing to say in the moment, before a call is lost.

Contact center software 83

Contact center software Contact Center Coaching Enterprise 83

Hodusoft

APRIL 14, 2022

Consequently, the customer service and contact centers are evolving rapidly with the latest technologies– cloud, artificial intelligence, and business intelligence platforms to facilitate businesses with a better understanding of the customer service experience. Targeted coaching to improve agent performance.

Customer Service 59

Customer Service Contact center software contact center solutions Contact Center 59

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. By identifying areas for improvement, call centers can increase the quality of service and customer satisfaction.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

Playvox

APRIL 25, 2023

Meet your agents where they are, incorporating flexible opportunities and customized learning options found in contact center software for a modern approach, including: Recorded videos: Provide illustrative examples and how-tos versus talking heads. Related Article: Best Contact Center Software for Remote Workers 3.

Contact Center 79

Contact Center Contact center software Gamification Feedback 79

SharpenCX

JULY 26, 2023

Use the data to see where agents struggle, whether in process, contact center software, or team cohesiveness. Then, conduct 1:1 conversations with your managers to address key concerns using call center data for support. Get specific so managers change their coaching or training tactics to include smarter processes.

Call Center 67

Call Center Contact Center Contact center software Coaching 67

NobelBiz

NOVEMBER 27, 2023

This information facilitates performance analysis, accountability, and targeted training and coaching for agents. Call Recordings (if applicable): For businesses that utilize call recording software , call logs provide a convenient way to access and link recorded calls for further analysis. Want to learn more?

Call Logging 59

Call Logging voip Contact center software CRM 59

3CLogic

AUGUST 3, 2021

Monitor Agent Activity To Provide Real-Time Coaching. While no good contact center manager would suggest that an agent should speed through a call too quickly or cut any corners, they should , however, encourage agents to be as efficient as possible.

Interactive Voice Response 98

Interactive Voice Response Contact Center Contact center software contact center solutions 98

SharpenCX

SEPTEMBER 18, 2018

It means coaching better and more often. The post How to Hire the Right Agents appeared first on Sharpen Contact Center Software. Attacking agent attrition means throwing old management methods out the window and starting new. It also means changing up the way you hire agents.

Contact center software 64

Contact center software Coaching Contact Center Management 64

SharpenCX

MAY 26, 2020

With effective and frequent customer service training and coaching. Aside from quarterly summits, make a schedule for more frequent coaching. For larger contact centers, you may have to make 1:1s monthly. Coaching on the Fly. Use contact center trends and industry tips to accelerate your coaching.

Contact Center 128

Contact Center Customer Service Coaching Customer Experience 128

Fonolo

JANUARY 31, 2023

Still have questions about call center training? What is Call Center Training? Simply put, call center training is any course, seminar, video, coaching session, or other activity that teaches the skills and behavior required for success in a call center. How to Buy Contact Center Software 6.

Call Center 141

Call Center Contact Center Coaching Gamification 141

NobelBiz

APRIL 3, 2023

Rigorous quality management systems in call centers help ensure customers have the best possible experience, which not only strengthens your brand’s reputation but also leads to long-term customer loyalty. Mike McGuire (Senior Contact Center Software Consultant @ NobelBiz) Key Takeaways: What Is Call Center Management?

Quality management 52

Quality management Call Center Management Calibration 52

SharpenCX

JULY 24, 2018

Recruiting and training new hires cuts into valuable time that could be spent on coaching and development opportunities, refining the skills of committed, engaged agents. The post Don’t Settle for Satisfied Agents appeared first on Sharpen Contact Center Software. We have to talk about agent experience [.].

Contact center software 59

Contact center software Morale Coaching Contact Center 59

Aspect

FEBRUARY 27, 2018

By bolstering agent coaching and eLearning, you’ll ensure that your agents have all the tools they need to transform bad reviews into more positive endings. To learn more about how you can leverage innovative contact center software to control the costs of bad reviews for your business, click here.

Contact Center 128

Contact Center Contact center software Chatbots contact center solutions 128

SharpenCX

JULY 25, 2017

Coaching is important, but it takes time. Pairing transcription with call recordings saves valuable time, and makes for more effective coaching. [.]. The post Improve Contact Center Performance with Call Recording Software and Transcription appeared first on Sharpen Contact Center Software.

Contact Center 52

Contact Center Contact center software Coaching Customer Experience 52

NobelBiz

APRIL 18, 2023

. – Christian Montes, Executive Vice President Client Operations @ NobelBiz Automated Call Distribution (ACD): An ACD or Automatic Call Distribution System is essential to an overall contact center software solution as it connects incoming calls to specific agents skilled in specific skill sets. Click here to tune in.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

SharpenCX

MAY 6, 2020

Coaching your agents improves the quality of service they provide. When you manage your team by coaching them, you’re showing agents that you’ll listen to them. Research from the Dean Sydney Business School, University of Wollongong, shows manager coaching leads to improvements in productivity, engagement and customer service.

Contact Center 76

Contact Center Call Center Coaching Agent burnout 76

Playvox

FEBRUARY 13, 2023

While traditional quality assurance means evaluating interactions and checking for compliance, QM takes a more holistic approach by going beyond typical contact center metrics and looking at an agent’s behaviors in both subjective and objective ways. That translates to about 32% of your agent workforce that could turn over.

Contact Center 78

Contact Center Quality management Calibration Coaching 78

NobelBiz

JULY 19, 2022

However, when it comes to customer service or sales departments that are using advanced contact center software to receive or make calls all day, you can’t afford to make mistakes or you’ll lose a prospect or a client. What is Call Whispering for Contact Centers? There is one flaw in call whispering coaching.

Contact Center 52

Contact Center Contact center software Coaching Telecommunications 52