SharpenCX

AUGUST 31, 2021

A customized dashboard offers many benefits : Focused insights to improve training and coaching methods Compiled data to improve decision making Transparency to increase agent productivity Clarity around team goals and benchmarks. How you customize your dashboard depends on the outcome you’re looking for.

Call Center 128

Call Center Metrics Benchmark Contact Center 128

CX Global Media

OCTOBER 15, 2018

If you’re a customer experience focused organization, there are a few core metrics that can differentiate you from everyone else – customer effort and first contact resolution top the list. But when considering these two metrics specifically, some things that impact these metrics can be out of your control.

Customer Experience 211

Customer Experience Abandon rate Contact Center Coaching 211

SharpenCX

DECEMBER 13, 2021

To get you started, we’ve compiled a few useful metrics and tactics to ensure your remote agents are engaged, motivated, and successful in their at-home offices. One on one sessions give your agents a safe space to process feelings and talk through challenging customer situations. Make your Metrics Visible.

virtual call center 128

virtual call center Call Center Metrics Coaching 128

The Northridge Group

JANUARY 9, 2020

The rationale is that this creates very clear expectations for the agents and allows them to make adjustments to their behavior that will improve the customer experience. Check the box” programs often just give agents a list of things to do, whether they are done in a way that promotes a positive customer experience or not.

Customer Experience 100

Customer Experience Coaching First call resolution Metrics 100

Fonolo

MARCH 28, 2023

Customer experience managers in the contact center have never mattered more. Because even though most businesses work hard to offer excellent service , today’s savvy customers notice so much more. They also share and compare their experiences with your business against the biggest brands in the world. CX matters!

Customer Experience 81

Customer Experience Management Contact Center Call Center 81

SharpenCX

JUNE 2, 2021

How to improve your call center QA and deliver a better customer experience. Some 95% of consumers worldwide consider customer service a defining factor in their brand choices and loyalty. Your goal is to deliver a consistently positive customer experience at every touchpoint. Help the customer feel heard.

Coaching 67

Coaching Call Center Scripts Analytics 67

COPC

APRIL 1, 2022

Customer experience management platforms Artificial Intelligence (AI) tools like Nexcom’s RevealCX Boost (1) offer customer experience departments innovative ways of efficiently collecting data. Historically, Quality Assurance (QA) has been a money pit for contact centers and customer experience organizations.

Customer Experience 96

Customer Experience Management Coaching Best practices 96

CSM Magazine

FEBRUARY 1, 2022

Calabrio, the customer experience intelligence company, today announced its new coaching solution for agent performance management, Calabrio Performance Coaching. Identifying individual or team skill gaps allows leaders to better offer coaching and support to agents that need it.

Coaching 52

Coaching Gamification Customer Service Quality management 52

Tethr

AUGUST 18, 2020

There is no such thing as placing too much emphasis on the customer experience. As brands battle for the largest share of customer minds and wallets, it’s clear that appeasing the customer’s entire journey is the best way to stay competitive in a world where a company’s reputation and reviews are but an internet search away.

Customer Experience 109

Customer Experience Customer centricity Customer effort Enterprise 109

Uniphore

JUNE 10, 2021

3 Ways Call Center Coaching is Leading to Customer Churn. It’s no secret that better coaching creates more effective agents and better overall customer interactions. Why then do so many call centers struggle to convert coaching into real, measurable results? Smarter Coaching Is A Smart Investment.

Coaching 59

Coaching Call Center Average Handle Time Contact Center 59

SharpenCX

MARCH 25, 2021

Download Now] Use your contact center’s data to improve the customer experience today. But how can you effectively coach and improve the performance of a dispersed workforce? And using data from real customer conversations gives you the context you need to effectively coach your team.

Coaching 67

Coaching Analytics Call Center Quality management 67

Nicereply

JUNE 20, 2023

Recruiting a customer experience talent is always a challenge. Recruiting top Customer Experience talent has added complexities because these hires likely impact customers directly. Likewise, you need to understand individual candidates’ CX experience. Hiring is important for every role at a company.

Customer Experience 86

Customer Experience SaaS Construction Morale 86

JustCall

MARCH 22, 2022

It involves continuous efforts to coach and better sales teams. Sales coaching plays a key role in raising a high-performing team of sales representatives. But statistics show that with excellent sales coaching, sales teams can attain 91% attainment of sales quota. So, are you tapping into coaching for your sales reps?

Coaching 52

Coaching Sales Scripts Construction 52

Playvox

JANUARY 24, 2022

Delivering exceptional customer experiences is the new competitive advantage. While it’s hard to argue against the importance of delivering great CX, it’s also all too easy to assume that the experiences your contact center delivers are up to par simply because you are handling interactions efficiently.

Contact Center 88

Contact Center Customer Experience Brand ambassadors Average Handle Time 88

GetFeedback

AUGUST 14, 2019

In customer experience (CX) terms, we often dismiss Customer Satisfaction Score (CSAT) measurement as too simple. Measuring just a piece of this journey can seem short-sighted or not as powerful as other CX metrics, like Net Promoter Score (NPS). CX shouldn’t ever be measured by one metric alone. Just like Jagger.

Metrics 109

Metrics Journey mapping Surveys Feedback 109

Taylor Reach Group

DECEMBER 11, 2019

It is your agents that interact with your customers, they are the ones who deliver service and have the greatest impact on your Customer Experience. In other sections, we have discussed the importance of performance improvement and coaching. Clearly define the metrics and provide proper (continuous) reporting.

Customer Experience 119

Customer Experience Coaching Contact Center Morale 119

Tethr

JUNE 1, 2020

Start holding agents accountable for customer experience by aligning agent performance with business outcomes. Traditional QA scorecard criteria doesn’t allow businesses to measure the metrics that matter most. Learn strategies for saving at-risk customers and spotlighting critical business transformation opportunities.

Metrics 75

Metrics Scripts Coaching Accountability 75

ChurnZero

NOVEMBER 9, 2021

One great place to start when it comes to reducing churn is focusing on creating a consistent customer experience. It’s vital to customer retention. To improve customer experience is to start inspiring customer loyalty, and that means higher retention rates. . Design a Fluid Onboarding Experience.

SaaS 97

SaaS Customer Experience Surveys Customer retention 97

NobelBiz

FEBRUARY 14, 2022

To properly manage your teams and fulfill your customers and business objectives, you must monitor many KPIs. The metrics that are appropriate for your organization will serve as your compass. What are the right call center agent performance metrics to monitor? And second, how well the agents are performing.

Metrics 52

Metrics Management Average Handle Time Contact Center 52

CSM Magazine

MAY 17, 2021

Customer experience is more important than ever. As already-high customer expectations continue to evolve, businesses need to pivot rapidly to meet them. That means contact center leaders need to get smart about how they deliver better customer experiences – and it begins with looking inward.

Customer Experience 59

Customer Experience Coaching Average Handle Time Contact Center 59

Playvox

FEBRUARY 13, 2024

They are among your organization’s most valuable assets, and you depend on them to deliver loyalty-building customer experiences every day, with every interaction. Are you trying to boost customer sentiment ? Do you want to improve overall customer experience? Get clear and honest about your real goals.

Contact Center 88

Contact Center Gamification Coaching Feedback 88

NICE inContact

JUNE 5, 2019

The contact center may have a great quality management program that provides agents evaluations on their interactions as well as a stellar performance management platform that gives agents real-time insights into how they are performing against specific goals and metrics. This is where an effective coach comes in.

Coaching 54

Coaching Contact Center Average Handle Time Quality management 54

Playvox

JANUARY 25, 2024

It has however morphed from the days of regarding the call center as a cost center to realizing contact centers and the agents who work there are valuable contributors to the customer experience. Schedule adherence – When agents don’t adhere to schedules, they aren’t available to service customers as planned.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

COPC

OCTOBER 24, 2023

In last month’s article , we looked at how coaching customer satisfaction (CSAT) to a number may lead to wasted time and effort, employee dissatisfaction, and difficulty improving CSAT results. CSAT as an Output Metric Something we need to align on first is that CSAT is an output metric in the contact center, not an input.

Metrics 92

Metrics Coaching Average Handle Time Consulting 92

SharpenCX

OCTOBER 27, 2021

Contact center leaders turned to customer and agent analytics to catapult performance to new heights. And, they’ve significantly improved their customer experience and satisfaction along the way. >> Learn More: How Centricity improved CSAT by 15% and reduced callbacks by 16% . They couldn’t have in-person coaching conversations.

Analytics 128

Analytics Coaching Contact Center Metrics 128

The Northridge Group

AUGUST 14, 2023

Additionally, contact centers must invest in streamlined and high-quality employee onboarding, continuous skill development, and coaching. Download Part II of Northridge's State of Customer Experience 2023 Research Report for more CX insights!

Contact Center 92

Contact Center Coaching Morale contact center associations 92

Steve DiGioia

JUNE 26, 2023

We have studied ways to best serve our customers ad nauseam. We use numerous metrics to gauge customer sentiments. We sit through seminar after seminar to learn the latest tactics to enhance the customer experience and spend thousands of dollars on certification courses signaling to our peers our “expertise”.

Customer centricity 195

Customer centricity Coaching Metrics Accountability 195

Lumoa

SEPTEMBER 8, 2021

Customer Experience is evolving. To keep pace and make sure your products deliver value, you need to be continually listening for customer input. Sharpening your customer experience skills will help you stay ahead of your competitors. 6 Customer Experience Skills That You Should Know About 1.

Customer Experience 83

Customer Experience Management Surveys Feedback 83

SharpenCX

JANUARY 21, 2020

And, while that doesn’t necessarily shed any new light onto our customer experience outlooks, isn’t it what all of our strategies are trying to do? When you treat your customers like a valuable piece of your corporate puzzle they’re going to be more loyal. Measure it company-wide across a variety of customer touchpoints.

Metrics 76

Metrics Contact Center Abandon rate Coaching 76

Taylor Reach Group

MAY 18, 2018

In the daily operation of our Call and Contact Centers we throw around metrics and performance measures like they were candy. But while we know what each of these acronyms stand for, our callers and customers may have a slightly different perspective based on their experience. By Colin Taylor.

Call Center 99

Call Center Metrics Interactive Voice Response Average Handle Time 99

COPC

MARCH 11, 2024

This is a recruitment quality metric.) Do our learners find the training experience engaging or boring? What does the coaching process look like? Do managers have the bandwidth and tools/processes to prepare for coaching conversations and give meaningful feedback? If not, what support is available to them?

Call Center 98

Call Center Gamification Coaching Employee engagement 98

TeleDirect

DECEMBER 2, 2019

How you handle your customers determines ultimate business success. Poor customer service is linked to low satisfaction metrics, disappointed clients, and reduced profits. Everyone from employment psychologists to corporate-sponsored business coaches seeks a winning strategy to enhance the customer experience.

Customer Experience 104

Customer Experience Business Process Outsourcing outsourcing Benchmark 104

SharpenCX

FEBRUARY 24, 2023

Banks have long been struggling to keep up with digital customer experience expectations. It’s time for banks to take their customer experience to the next level. Let’s dive into 4 ways banks can hyperpersonalize customer experiences at scale. faster than their competitors.

Banking 76

Banking Personalization Customer Experience Chatbots 76

Playvox

JULY 14, 2023

Providing an ever-improving customer experience while boosting contact center agent productivity is paramount for your business. A more productive contact center will have shorter wait times and higher First Contact Resolution rates, usually leading to increased customer satisfaction.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

SharpenCX

MAY 26, 2020

The world is changing, and customers run the show. Organizations must wake up to the truth of the matter — remarkable customer service is a competitive advantage. Now, 89% of businesses compete on the customer experience they deliver — not just through the initial sale. Coaching on the Fly. Think about it.

Contact Center 128

Contact Center Customer Service Coaching Customer Experience 128

Comm100

SEPTEMBER 27, 2018

Customer service agents should be adequately and continuously coached to learn the skills they need to provide quality customer service. Just like coaching in any other field, the coach needs to take the time to observe those being coached and to build them up where they need help. According to Cynthia J.

Coaching 64

Coaching Feedback Customer Service Customer retention 64