COPC
SEPTEMBER 21, 2023
This series will cover a variety of topics, including key driver analyses, managing variation, hypothesis testing, and more! Let’s start with a topic that often comes up on my assignments – coaching customer satisfaction (CSAT). It is also the most common coaching example I get when I ask to see how supervisors coach their team.
Contact Center Pipeline
NOVEMBER 17, 2020
Now that call centers have transitioned to working from home, many managers and supervisors are finding coaching remotely to have its challenges. Managers often go into “survival mode” and put coaching on the back burner, or worse, turn to “command-and-control mode” in an effort to maintain business as usual.
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CCNG
FEBRUARY 14, 2024
In response, contact centers have been forced to evolve operationally. Recently, it became obvious to me that the definition of knowledge management has also evolved—and in a big way. The question is, have our contact centers kept up with this knowledge evolution? This is where we are with knowledge management.
CCNG
APRIL 19, 2023
Does your contact center jokingly reference certain teams as “Bad News Bears”? They are a careless and lackluster team with a sarcastic coach who grows frustrated with the responsibility to produce a respectable team. This approach will allow supervisors to effectively and efficiently manage their teams.
Speaker: Jim Rembach, President of Call Center Coach
Keeping up with constantly changing contact center technologies, economic issues, business issues, and personnel issues requires you to become skilled in a wide range of areas. The most important journey to your contact center (and no, it's not the customer journey). June 12th, 2019 11:00am PDT, 2:00PM EDT, 7:00PM GMT
Beyond Philosophy
MAY 25, 2022
The contact center at many organizations doesn’t get the strategic consideration it deserves. My former contact center team at British Telecom seemed to be viewed primarily as a cost center, a necessary expense. However, the contact center should have been valued.
The Northridge Group
OCTOBER 1, 2020
Developing service excellence at the contact center management level is a critical enabler for a company’s long-term success. In a typical contact center, frontline managers are responsible for developing team members, but for a variety of reasons, they don’t always do it as well as they should.
Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager at SupportLogic
The 'great resignation' and the 'great talent reshuffle' have impacted contact center and customer support staff as much, if not more than, any other part of the workforce. Attendees will walk away with insight on the following: Critical components for coaching programs. How proper coaching can reduce agent burnout.
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Contact center leaders understand that frontline agents need in-call guidance to manage complex calls and drive higher levels of employee and customer experience. Real-time agent assist technology is enabling leading contact centers to accomplish these goals.
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When was the last time you took a step back and really examined the quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center.
Speaker: Dave Seaton CCXP, Founder & Principal at Seaton CX
But how do contact center leaders assess, manage, and coach agents to show empathy? Emotional Intelligence provides a framework for understanding and managing human emotions. Take away valuable exercises and job aids to coach agents and improve empathy skills in your contact center.
Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI
Setting aside the large costs involved in high rates of employee turnover that can result from lack of employee satisfaction and engagement, the positive results of good Workforce Engagement Management include increased performance and productivity as well as enhanced customer satisfaction and loyalty. What is Workforce Engagement Management?
Speaker: Melissa Pollock, Customer Success Officer, AmplifAI
As companies continue to seek every competitive advantage available, organizations must explore new opportunities and ways to increase productivity in our modern contact centers. With new technologies and emerging methods, managers must be both proactive and relevant in order to keep their agents engaged.
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A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.
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