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.

Contact Center 78

Contact Center Quality management Calibration Coaching 78

SharpenCX

MAY 5, 2020

Download Now: Get real about coaching your agents to engagement with these 7 methods. When you’re aware of your agents’ career goals, you seek out opportunities and set appropriate success metrics for them. Read Now: Prove the value of your customer service team to your executive team by encouraging the right behavior with metrics.

Contact Center 90

Contact Center Customer Service Coaching Metrics 90

SharpenCX

MARCH 18, 2020

FlexJobs found that of the companies that allow remote work, 85% increased productivity, 90% improved employee morale, and 77% reduced operating costs. And while they work, focus on outcomes over metrics. And, it’s how you’ll keep work-life balance and morale high for your agents. This comes from a fear of failure. What’s more?

Call Center 94

Call Center Morale Coaching Cloud contact 94

SharpenCX

OCTOBER 8, 2019

At this point in your contact center’s history, some 51% of contact centers have even realized data needs to be actionable for the specific agents and leaders who need it. Examine the tools they have, look at metrics and surveys on their satisfaction, engagement, relationships with peers (and with you).

Coaching 59

Coaching Average Handle Time Customer Experience Metrics 59

SharpenCX

FEBRUARY 18, 2020

Download Now: Grow your management and coaching techniques with 29 key takeaways from your call center manager playbook. How do you need to grow your call center manager skills to be the best manager for your team? To coach your agents towards growth, you have to know what they’re shooting for. A Good Coach.

Call Center 84

Call Center Coaching Management Contact Center 84

NobelBiz

JUNE 5, 2023

An outbound lead generation call center can deliver personalized experiences by treating every interaction as an opportunity to understand and meet the unique needs of each prospect. Utilize comprehensive CRM software that allows for easy monitoring, analysis, and reporting of lead generation metrics.

Call Center 52

Call Center Scripts CRM Contact Center 52

SharpenCX

OCTOBER 8, 2019

At this point in your contact center’s history, some 51% of contact centers have even realized data needs to be actionable for the specific agents and leaders who need it. Examine the tools they have, look at metrics and surveys on their satisfaction, engagement, relationships with peers (and with you).

Coaching 52

Coaching Average Handle Time Customer Experience Metrics 52

NobelBiz

JULY 31, 2023

Balancing Workloads In dynamic call center environments, workload imbalances can lead to inefficiencies. This not only boosts agent morale but also ensures consistent service quality levels. Agent Performance Trends: Identifying patterns in agent performance metrics can guide training needs and reward programs.

Wait times 52

Wait times Telecommunications Call Center CRM 52

SharpenCX

APRIL 1, 2020

And, it gives you ample opportunities to celebrate progress, keeping morale high and teams engaged. With objectives set, your agents have more manageable metrics and outcomes to impact. Assign KPIs and metrics to track goals – and check on progress often. And, so they don’t feel overwhelmed trying to reach your stretch goals.

Contact Center 67

Contact Center Customer Service Agent burnout Benchmark 67

Dialer 360

MAY 3, 2023

Train and Motivate Agents The success of a call center largely depends on the performance of its agents. Call center managers should provide regular coaching and training sessions to agents on product knowledge, sales techniques, objection handling, and customer service skills.

Call Center 26

Call Center Sales Abandon rate Scripts 26

TLC Associates

NOVEMBER 19, 2019

If there’s a sense of purpose in an outsourced contact center, there will be a general contentedness among the staff. And watch out for how supervisors and coaches deal with agents. If so, you’ve found the right contact center. Listen in on a Coaching Session. Check Out the Technology.

Contact Center 40

Contact Center outsourcing Coaching Average Handle Time 40

SharpenCX

OCTOBER 1, 2019

Offer thanks individually in your in 1:1s and coaching sessions, too. Pen a note telling Vanessa how incredible her metrics were last month. Here are 10 other ways we encourage you to improve agent morale. During customer service week especially, make it a point to thank your agents. Get the ball rolling, now. Need more tips?

Customer Service 59

Customer Service Contact Center Contact center software Morale 59

Dialer 360

MARCH 8, 2019

Call center reps is very important as having hiring excellent contact center software. Sometimes contact center reps is being repetitive. Generate some policies with list and decision of call center reps to make their own. This is along with coaching as they have prepared.

Contact Center 24

Contact Center Call Center Construction Coaching 24

SharpenCX

JUNE 12, 2023

To maximize productivity and performance in a remote call center or hybrid work model: Track meaningful metrics like customer and agent satisfaction. Make Your Call Center Metrics Meaningful Whether your agents work from home or the office, hours logged are not necessarily indicators of productivity or performance.

Coaching 67

Coaching Morale Contact center software Call Center 67

SharpenCX

APRIL 14, 2020

Metrics are more than just numbers on a page. Metrics don’t exist in a vacuum. When they work in a relationship with one another, your metrics can measure success and failure and recognize progress. When they work in a relationship with one another, your metrics can measure success and failure and recognize progress.

Metrics 84

Metrics Customer Service Employee engagement Morale 84

NobelBiz

APRIL 18, 2022

Aside from monetary compensation, recognition must be obtained through other ways, such as support, coaching, and training, which will help the agents to develop and advance within the firm. Phone call recording Calls and other recorded contacts can be utilized to defend agents in the case of a bad faith consumer complaint.

Call Center 52

Call Center Interactive Voice Response Contact Center Gamification 52

NobelBiz

AUGUST 14, 2023

In the intricate web of contact center dynamics, answering machine detection assumes the role of an automated guide, expertly steering agents away from voicemails and towards real-time conversations. Outcomes: The immediate result is clear – a drastic reduction in wasted time for agents and an uptick in efficiency metrics.

Contact center software 52

Contact center software Call Center Contact Center Coaching 52

SharpenCX

OCTOBER 22, 2019

You’re sitting in your 1:1 with Heather reviewing the same missed metrics you talked about last week. Maybe Heather hasn’t been clued into your contact center’s performance and her larger social impact on the customer experience. In a contact center, you’re in the business of serving customers. What gives?

Metrics 64

Metrics Call Center Abandon rate Customer Service 64

SharpenCX

FEBRUARY 25, 2020

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. But reducing call center stress (for you and your agents) matters. And, this hurts you, team morale, and your customers.

Call Center 76

Call Center Morale Metrics Abandon rate 76

Balto

NOVEMBER 2, 2023

Technology plays a key role here – by integrating different solutions, contact centers can seamlessly handle multichannel interactions, as well as collect and analyze data efficiently, all while ensuring that their agents’ efforts are directed efficiently while technology automates redundant tasks for them.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

SharpenCX

MARCH 10, 2020

You go through training, get coached to use the company software, and learn to de-escalate situations with angry customers. And after a year of dedication, you’re promoted to manager of your call center. Download Now: Improve how you coach and train agents with 29 facts and techniques for managers. Sound familiar?

Call Center 67

Call Center Management Coaching Metrics 67

NobelBiz

FEBRUARY 27, 2023

And finally, metrics, which constitute the cornerstone for every decision, and a key element to be able to analyze, track, and measure success. In this article, we will elaborate on the key elements that underlie the success of contact centers. Thus, becoming a successful contact center.

Contact Center 52

Contact Center Self service Metrics Wait times 52

SharpenCX

JANUARY 14, 2020

On top of this, you’re confronted with KPIs and metrics your team has to meet. And, the finance team tells you “There’s no room in the budget for that” whenever you mention getting more resources for call center improvements. Through all of it, you’re tasked with managing the most overwhelming metric — customer satisfaction.

Call Center 76

Call Center Customer Service Morale Finance 76