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

Balto

JUNE 13, 2022

On the flip side, we also need to keep an eye on escalations and manager requests. When customers ask to speak to a manager, they’re usually not happy. So, as we continue our KPI series over the coming weeks, in this article we’re going to focus on manager requests and how to reduce them. Employ Guided Contact Center Software.

Management 52

Management Contact center software Coaching Contact Center 52

SharpenCX

SEPTEMBER 20, 2018

Your agents quit their jobs when they don’t get the coaching they need. Gallup found that 75 percent of the reasons employees voluntarily leave their jobs relate to how their boss manages, like: career advancement or promotional opportunities, management and.

Coaching 64

Coaching Contact Center Contact center software Management 64

SharpenCX

DECEMBER 12, 2018

All that cheer and joy comes jam-packed with lofty time management expectations and an added dose of expenses. The post A Coaching Framework to Sail Through the Holidays appeared first on Sharpen Contact Center Software. 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

NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? Today, hyper efficiency is no longer a luxury but a necessity for call centers looking to thrive and outperform their competition. Look no further! Why is benchmarking important?

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

NobelBiz

APRIL 3, 2023

Contact centers are responsible for handling customer inquiries and complaints while providing solutions. Call center quality management (QM) is an essential process that helps businesses ensure their call centers are meeting customer expectations and delivering quality services.

Quality management 52

Quality management Call Center Management Calibration 52

Playvox

OCTOBER 18, 2022

There’s a storm brewing in customer service centers, and the aftermath could create some big challenges for contact center management. In our 2022 study of customer support agents and managers, 68% of agent respondents said they didn’t want to return to an office. We also manage the team with the utmost respect.”.

Contact Center 69

Contact Center Management Coaching contact center workforce 69

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

With text analytics, managers can assess the customer’s perception of their interaction with the contact center and identify sentiment trends for each agent and their workforce as a whole. Employ Speech Analytics Much like text analytics tools, speech analytics can help managers monitor an agent’s performance.

Contact Center 98

Contact Center Coaching Average Handle Time Analytics 98

SharpenCX

MAY 22, 2018

Contact center management is not for the faint-hearted. It’s a balance between hitting business goals, interpreting mountains of data, and coaching people in one of the most stressful jobs on the planet. [.]. The post Three Must-have Contact Center Management Qualities appeared first on Sharpen Contact Center Software.

Contact Center 52

Contact Center Management Contact center software Coaching 52

NobelBiz

FEBRUARY 27, 2024

Here are some standout features: Hold Queues and Smart Call Routing: Efficiently managing incoming call volumes is fundamental. This not only helps in ensuring compliance with protocols but also provides opportunities for coaching and feedback based on actual performance. Hold queues and smart call routing play a pivotal role.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

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

SharpenCX

MAY 6, 2020

So, it’s up to you to convince your C-suite why the contact center is a mission-critical business unit. And, why investing in the contact center can catapult your business forward. How you manage your contact center and develop your agents has a direct impact on customer outcomes and your bottom line.

Contact Center 76

Contact Center Call Center Coaching Agent burnout 76

SharpenCX

FEBRUARY 18, 2020

Between meetings with other managers and department heads, you barely have time to answer all the mentions on Slack. But, as a contact center manager, the stakes of your own role are high. Download Now: Grow your management and coaching techniques with 29 key takeaways from your call center manager playbook.

Call Center 84

Call Center Coaching Management Contact Center 84

Playvox

APRIL 25, 2023

Playvox research shows some disconnect between what agents desire when it comes to proper training versus which elements managers believe are important. Related Article: 5 Ways Contact Center Managers are Adapting to Remote Work 2. Related Article: Best Contact Center Software for Remote Workers 3.

Contact Center 79

Contact Center Contact center software Gamification Feedback 79

SharpenCX

APRIL 29, 2020

Workforce management in your contact center is all about finding balance. Plus, you toss in overseeing your contact center budget, too. But you shouldn’t have to sacrifice customer happiness to run a lean contact center. Build in time for agent coaching. Because modern WFM is shifting.

Coaching 76

Coaching Management Contact Center Morale 76

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

NOVEMBER 27, 2023

Advanced call logging is a vital tool for businesses to enhance communication management and operational efficiency. This essential tool automates the process, ensuring accuracy and efficiency in call management. This information facilitates performance analysis, accountability, and targeted training and coaching for agents.

Call Logging 59

Call Logging voip Contact center software CRM 59

NobelBiz

OCTOBER 31, 2023

Enhance your customer strategy with insights from Brad Cleveland, a global authority on customer strategy and management, in this captivating podcast episode: Beyond Transactional: Taking Customer Service to the Next Level. Tune in now and supercharge your call center training!

Customer Support 104

Customer Support Contact center software Call Center Analytics 104

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. Make sure agents have direct access to important metrics so they can set achievable goals.

Call Center 67

Call Center Contact Center Contact center software Coaching 67

SharpenCX

MAY 20, 2020

Download Now: Apply these 7 methods to your coaching, regardless of where you’re working. Contact center leaders and their workforce managers alike must key in on important details to keep customers happy and operations smooth as remote work continues. Right now, strive to be one of those managers. The kicker?

Management 84

Management Coaching Contact Center Contact center software 84

SharpenCX

FEBRUARY 4, 2020

Download Now: Master your manager skill set with 29 tactics and strategies to better coach agents. These are skills like time management and organization, oral and written communication skills, or the willingness to collaborate. As a manager of a contact center, your role is essential to the care of your customer base.

Call Center 84

Call Center Management Coaching Contact Center 84

Playvox

FEBRUARY 13, 2023

With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. But quality management is a vital area of your business — it’s what ensures your customers get top-notch service. What Is A Quality Management Program? of their revenue due to bad experiences.

Contact Center 78

Contact Center Quality management Calibration Coaching 78

Fonolo

JANUARY 31, 2023

A strong call center training program should not just be part of your onboarding process. Instead, it’s helpful to think of it as regular part of your workforce management. Still have questions about call center training? Agents (and management) should always be looking to adjust and improve their phone manner.

Call Center 141

Call Center Contact Center Coaching Gamification 141

Talkdesk

JULY 16, 2019

What is Performance Management? Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. The answer is both.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

SharpenCX

APRIL 21, 2020

As a manager, it’s vital for you to stay on top of things and continue to care for your employees as they work remotely. Even if you feel like you’ve shared every remote-work tip in your toolbox, you can turn to these four work from home best practices to make managing remote employees easier. What are the priorities to focus on?

Best practices 76

Best practices Management Coaching Metrics 76

3CLogic

AUGUST 3, 2021

Analyze Historic Data To Staff Your Contact Center Appropriately. Inadequate or poorly distributed staffing is among the most common reasons why a call center has long hold times. Monitor Agent Activity To Provide Real-Time Coaching. Direct Inquiries To The Best Agents With Intelligent IVR.

Interactive Voice Response 98

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

NobelBiz

FEBRUARY 14, 2022

To properly manage your teams and fulfill your customers and business objectives, you must monitor many KPIs. However, with the volume of calls and data generated on a daily basis in contact centers, managers and supervisors frequently feel overwhelmed. What are the right call center agent performance metrics to monitor?

Metrics 52

Metrics Management Average Handle Time Contact Center 52

SharpenCX

SEPTEMBER 18, 2018

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

Contact center software 64

Contact center software Coaching Contact Center Management 64

Tethr

JULY 6, 2020

In most industries, there was an enormous spike in customer contacts as soon as the COVID-19 outbreak hit. Some teams quickly found that their contact center software didn’t have the power of scalability. Be sure your management team is also equipped to train and monitor off-premise agents.

Call Center 114

Call Center At home agents Contact Center Contact center software 114

JustCall

JANUARY 5, 2023

The speech analytics software tools can assist call center agents in recognizing when customers are agitated or stressed, allowing them to adapt in real-time or improve after knowing all the facts. Speech analytics solutions are either integrated into contact center software or provided as a preloaded feature.

Analytics 52

Analytics Coaching Call Center APIs 52

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? Why should your supervisors and managers whisper?

Contact Center 52

Contact Center Contact center software Coaching Telecommunications 52

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

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

SharpenCX

JUNE 16, 2020

Download Now: Learn how trends in workforce management and other key areas are impacting contact centers, according to Frost & Sullivan. As a manager of a call center, you may be panicking a little. How are you supposed to successfully manage employees that are in totally different environments?

Contact Center 67

Contact Center Management Employee engagement call center workforce 67

JustCall

NOVEMBER 25, 2022

Users: Supervisor; Customer Service Representative Industries: Computer Software; Internet Market Segment: 62% Mid-Market; 20% Small-Business. The leading provider of cloud contact center software and the top cloud platform for the customer experience is NICE (previously NICE inContact). NICE CXone. Mediafly Coach360.

Analytics 52

Analytics Cloud contact Coaching Telecommunications 52

Noble Systems

MARCH 19, 2021

This is especially true for managing customer contacts, which, while vital to growing a business, can have negative impacts if not done well. Call Center Software for SMB. In the past, the technology required to power small business call center software and hardware was usually expensive and bulky.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98