CX Global Media

OCTOBER 22, 2018

For many, managing morale and employee engagement in a contact center is a complete mystery. Regardless of how lost you feel now, join Joachim “Joe” Rogers, Senior Director of Customer Care Center for Coca-Cola Bottling Co. What Joe will cover in this free training seminar…. The 3 C’s of a successful Contact Center.

Employee engagement 45

Employee engagement Contact Center Morale Coaching 45

Fonolo

AUGUST 17, 2021

The Contact Center Guide to Managing Spikes in Call Volume. Luckily, a successful call center is within reach. With some careful thought and these helpful tips, you can optimize your call center’s performance: 1. Training your agents is essential when optimizing call center performance. But it’s not enough.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

Balto

OCTOBER 27, 2022

million for audit funding in 2023 — which may potentially spell disaster for some contact centers. Let’s take a look at the role a contact center may play in the compliance crackdown, as well as how to best prepare. Now more than ever, health insurance contact centers must remain mindful of updated compliance concerns.

Scripts 52

Scripts Coaching Education Contact Center 52

Myra Golden Media

JULY 15, 2019

Need some guidance on how to develop and execute a quality program that is robust, fair, and that your employees buy-in to – and one that doesn’t make your supervisors need to sip wine just to get through a coaching discussion with employees? Here’s the 8 Step Quality Program we use at Myra Golden Seminars.

Calibration 153

Calibration Coaching Morale Feedback 153

Taylor Reach Group

MARCH 20, 2020

Attendance and attrition have always been challenges in the contact center world. As contact center operators we know our environments are stressful and labor intensive, we may have hundreds or thousands of staff interacting with our customers and prospects each and every day.

Contact Center 105

Contact Center Consulting Consulting Coaching 105

Contact Center Pipeline

FEBRUARY 20, 2018

Years ago, I devised a leadership seminar and much of the program’s focus was on communication. Passing the baton” refers to handing over a particular duty or responsibility to someone, as in a relay race. We actually handed out relay race batons to illustrate the action of “handing off” information.

Calibration 138

Calibration Coaching Contact Center Call Center 138

SharpenCX

APRIL 28, 2021

So, I’m here for a quick philosophy seminar. Let’s dive in on five lessons I learned from Schitt’s Creek and how you can use each one to become an even better contact center leader. Unite your agents around something bigger than themselves to improve performance in your contact center. Give direct feedback.

Management 67

Management Coaching Construction Contact Center 67

Taylor Reach Group

MAY 14, 2020

You’ll be the “great boss example” they cite in future training seminars. Regular coaching and one-on-ones should still happen. That individual caring will be long remembered. If your people are actively working, you have more opportunities to connect with them.

Employee engagement 171

Employee engagement Consulting Consulting Coaching 171

SharpenCX

JUNE 29, 2021

[Read Next:] Coaching and Training Action Items to Inspire your Customer Service Training Program. As a manager, you know the training game in your call center. To keep up with changes in automation and our increasingly digital workplace, coach your agents in the skills they need to keep up with the future of work.

Customer Service 67

Customer Service Coaching Call Center call center software 67

Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. Ben Winter’s first job out of college was in a call center.

Call Center 182

Call Center Management Scripts Coaching 182

Fonolo

JUNE 17, 2015

The training you provide to your contact center employees prepares them for what’s to come in the workplace and helps them incrementally improve their skills. What is call center training? Handpicked related content: 5 Creative Ways to Manage Agent Shortages in Your Contact Center. Types of Call Center Training.

Call Center 96

Call Center Gamification Coaching Contact Center 96

Customer Service Life

MAY 31, 2018

I’ve also sat in seminars about quality assurance and observed one half of the room that thought their quality form was the bomb while the other half seemed to be perpetually searching for a better way to monitor their quality. The goal then becomes to affirm the areas where agents excel and coach the areas where they need improvement.

Calibration 42

Calibration Coaching Feedback Customer Service 42

Netomi

JANUARY 5, 2022

A former CEO group leader, and executive coach with the world’s largest chief executive organization, David has worked with thousands of CEOs and business leaders on their business brand, customer experience, and competitive advantages. Kate Nasser, The People Skills Coach and founder/president CAS, Inc. Kate Nasser.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

JustCall

DECEMBER 1, 2022

The need of the hour is for managers of work from home call centers to assist, interact and engage with their home agents using a range of reporting, monitoring and management tools. Offer free workshops and seminars to improve work habits and improve skills. Provide Regular Feedback And Coaching. Create A Mentoring Program.

Call Center 52

Call Center Management Agent burnout Scripts 52

Toister Performance Solutions

SEPTEMBER 17, 2019

Huddles can be used to: Quickly re-train employees on small issues Introduce new procedures Reinforce essential skills Keep employees focused on important updates Facilitate team discussions around challenging situations The UPS contact center in Las Vegas, Nevada uses daily huddles for each of its teams.

Customer Service 60

Customer Service Advertising Consulting Consulting 60

NobelBiz

AUGUST 14, 2023

Christian Montes, Executive Vice President of Client Operations @NobelBiz Key Benefits of Voicemail Detection Contact center businesses and departments embrace voicemail detection for its indispensable role in streamlining operations and enhancing agent efficiency. The outcome?

Contact center software 52

Contact center software Call Center Contact Center Coaching 52