CSM Magazine

MAY 12, 2022

In this workforce wellbeing management series, we’re bringing a magnifying glass to the current state of the contact centre, the rising stress levels in contact centres, and the action plan required to address them. Of course, stress is nothing new, but agents today are far more vocal in raising concerns about it.

Coaching 59

Coaching Analytics Chatbots Self service 59

JustCall

MARCH 6, 2023

Implement time-management techniques Here are some popular time-management techniques that you can experiment with and implement for improving agent speed of working: Prioritizing tasks: Make a to-do list and prioritize tasks based on their importance and deadline.

Coaching 52

Coaching Call Center Scripts Construction 52

CustomerSuccessBox

JUNE 8, 2022

The capacity to forecast that a specific customer is at a high risk of churning while there is still time to do something about it is a major new possible revenue generator for any company. We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! Q: Please introduce yourself.

Management 52

Management Upselling Accountability Metrics 52

Nicereply

JUNE 21, 2021

When it, of course, failed, I had to admit my mistake. The customer was angry that I had wasted his time, and negatively impacted his entire team. He likely would have been less angry had I stated I didn’t know and asked for the time to research the right answer. Staying Mentally Strong.

Coaching 124

Coaching Customer advocacy Technical Support Best practices 124

Integrity Solutions

MAY 24, 2023

All the product knowledge, core selling skills, time and CRM management capabilities are far less impactful to the ultimate success of a salesperson than their core attitudes, beliefs, values and motivations. What role will managers play? The most important variable in the success of any salesperson is themselves.

Sales 52

Sales Coaching Accountability Personalization 52

aircall

NOVEMBER 22, 2022

Operations professionals, of course. This refocusing of priorities has seen operations teams and ops managers, in particular, explore solutions to business challenges that offer streamlined processes and the greatest return on investment (ROI). Start saving 20% of time from the outset.

Consulting 62

Consulting Consulting Management Metrics 62

Balto

SEPTEMBER 23, 2022

This requires proactive management. Managers Often Focus on New Hires. When you find agents are not following the course you’ve set, solicit feedback and make them part of creating or revising the playbook. Leveraging Agent-Sourced Content with Real-Time Guidance. So keeping them is paramount.

Scripts 52

Scripts Gamification Benchmark Surveys 52

NobelBiz

APRIL 18, 2022

Modern customers want immediate and dependable solutions, which means your call center’s efficiency must be at its peak at all times. In this article, we detail all the methods to achieve call center efficiency, in terms of contact center technology, management and performance. How to manage a call center efficiently?

Call Center 52

Call Center Interactive Voice Response Contact Center Gamification 52

Toister Performance Solutions

DECEMBER 7, 2017

Managers are often too busy to prepare employees for training or coach them through implementing new skills afterwards. Will time management training fix the problem? More Resources The short video was from my online course, How to Design and Deliver Training Programs. It often doesn't.

Advertising 24

Advertising Coaching Accountability Time management 24

SharpenCX

MARCH 10, 2020

You go through training, get coached to use the company software, and learn to de-escalate situations with angry customers. You’re praised for your low Average Handle Time, high First Call Resolution, and outstanding CSAT Scores. And after a year of dedication, you’re promoted to manager of your call center.

Call Center 67

Call Center Management Coaching Metrics 67

Russel Lolacher

MAY 15, 2023

In this episode of Relationships at Work, Russel chats with CEO, leadership coach and entrepreneur mentor Tammy McKinney on defining and establishing our boundaries at work, including how to defend them. So the first one that emotional intellectual boundaries, and of course, physical boundaries, physical boundaries are pretty obvious.

Coaching 52

Coaching Consulting Consulting Personalization 52

Integrity Solutions

JANUARY 17, 2023

Goal clarity keeps you on course and helps prevent sales burnout. In another episode of the Mental Selling podcast, “Someday Is Today” author Matthew Dicks shared some tips for managing time and attention more productively and getting the most out of your days. Self-doubt creeps in.

Sales 71

Sales Management Personalization Time management 71

NobelBiz

AUGUST 11, 2022

CCaaS Solutions also allow cost reduction, peak activity management, and ensuring that the contact center can expand to match the demands and dynamics of the business. Of course, this translates into better cost-per-minute rates, better coverage, and faster resolutions when it comes to downtimes or any other infrastructure-related issue.

contact center solutions 52

contact center solutions Contact Center Interactive Voice Response Cloud contact 52

Russel Lolacher

FEBRUARY 20, 2023

And, you know, I think one of the worst things that happens sometimes as you as as managers in life, you, we have this habit of sort of letting little things go. And I think that speaks to so much of what’s challenging about life, as a manager as a leader, and will will continue to eat be even be more challenging as we move forward.

Education 52

Education Personalization Employee engagement Coaching 52

Integrity Solutions

JUNE 19, 2023

“A logical, easy to apply model ensures a consultative selling process, provides continuity for a sales team, and creates that common language, which also makes coaching easier,” he says. Product Knowledge We talk all the time about being able to memorize and repeat product features & benefits is not selling.

Sales 16

Sales Consulting Consulting Time management 16