Voxjar

APRIL 9, 2020

The question is, how do we adjust the rest of our processes and tools to support a remote contact center workforce? This guide will show you how to make the transition to remote call coaching and quality assurance. How to overcome the biggest challenges of remote call coaching and QA. You’ll learn. Communication.

Coaching 52

Coaching Call Center Analytics contact center workforce 52

Playvox

OCTOBER 18, 2022

Because many customer service centers’ remote work policies require agents to maintain specific performance standards , managers cite solutions such as workforce management (29%) and quality management (26%) as other contact center software they turned to.

Contact Center 69

Contact Center Management Coaching contact center workforce 69

Monet Software

SEPTEMBER 24, 2020

With quantitative metrics and reporting, agents can gauge whether they’ve gotten better at giving a welcoming call opening or using mirroring effectively. Group QA metrics into tiers, representing milestones toward interaction mastery. Call review and coaching sessions contribute to team building. Take it to the next level.

Morale 48

Morale Quality management contact center workforce Employee engagement 48

Fonolo

MAY 7, 2015

And they are only beneficial to a contact center provided they do what their title suggests; lead the team of support agents and supervisors. This means being present for your teams to provide support and advice, for coaching and development, and to essentially guide them to success. Coach and Teach, Don’t Preach.

Call Center 126

Call Center Management Contact Center Coaching 126

Playvox

MAY 24, 2023

For just about any business or department, metrics are crucial to measuring performance. For the typical contact center, metrics are the key to identifying the reason behind a bad day and being able to create operational efficiency that helps avoid a repeat. Let’s break down these three key metrics.

call center workforce 52

call center workforce Metrics Schedule adherence Call Center 52

NobelBiz

MAY 22, 2022

Because of the socio-economic turmoil created by the same lockdowns, the pool of candidates ready to take up a job in a remote-work call center grew exponentially. Of course, it is always better to have a wider talent selection pool. However, this proved to be a double-edged sword.

call center workforce 52

call center workforce Call Center Management Gamification 52