Monet Software

SEPTEMBER 24, 2020

For the most part, managers tend to think about QA in terms of improving customer experience (CX) or, unfortunately, as a mere policing function intended to “crack down” on undesirable agent behaviors. Specialties like customer service can feel nebulous. Call review and coaching sessions contribute to team building.

Morale 48

Morale Quality management contact center workforce Employee engagement 48

Robert Davis

JANUARY 13, 2020

Let’s talk about the value of a coach in someone’s life. A coach can do that. At every level of sports, we see coaches who help the team perform and do what they can. Individuals are searching for coaches as personal trainers or as life coaches. It is clear that the coach’s role is important.

Coaching 62

Coaching Contact Center Call flow Morale 62

BlueOcean

FEBRUARY 25, 2019

Instead, creating a consistent, differentiated experience is everything. And what we’ve discovered over the years is that empowering your agents to deliver these kick-ass customer experiences is the best way to delight your members and subscribers time and time again. It takes more than one person to win.

Customer Experience 116

Customer Experience Coaching Feedback Customer Care 116

Robert Davis

DECEMBER 16, 2019

When it comes to coaching team members, we’ve seen contact center leaders reprioritize it and push it off until tomorrow, especially if coaching is not in their comfort zone. Davis and Associates ( [link] ), we’ve observed that it’s not because they find coaching unimportant. Davis and Associates. At our consultancy Robert C.

Coaching 62

Coaching Contact Center Morale Consulting 62

aircall

JANUARY 3, 2018

If you’re managing a customer support team, then you’re as much a coach as you are a supervisor. Good coaches make their players better, but great coaches go the extra mile and continue making themselves better as well. Each customer could be a potential product evangelist or a vocal detractor. How could it not be?

Coaching 86

Coaching Morale Analytics Benchmark 86

ShepHyken

DECEMBER 28, 2021

Employees will respect their managers and leaders more when they see that they are willing to let go of abusive customers. Invest in training whether online or in-person to equip your staff with the tools to connect with customers, even the ones that are upset. Standing up for your staff is great for morale and loyalty.

Morale 184

Morale Consulting Consulting Coaching 184

Playvox

MARCH 12, 2024

In contrast, low agent motivation is linked to high attrition rates in contact centers, resulting in increased recruitment and training costs, along with a negative impact on overall team morale. Many of Playvox’s customers leverage tools like gamification to motivate their teams.

Morale 78

Morale Gamification Contact Center Quality management 78

SharpenCX

JUNE 10, 2021

Start with coaching and training. Create a strategy that sets your agents up for success, and coach them to always improve and reach their personal goals. Use in-line training paired with automation to cut down on the time you spend searching for coaching moments. Provide your agents with the right tools.

Morale 67

Morale Call Center Contact Center Coaching 67

BlueOcean

OCTOBER 4, 2021

And it’s one that undeniably impacts our perception of the customer experience. Exploring Customer Care in the Subscription Economy. For those of us in the contact center space, the truly fascinating thing (besides the astounding growth itself) is the impact on customer care and the customer experience.

Customer Experience 62

Customer Experience Coaching B2C Customer Care 62

3CLogic

JANUARY 31, 2022

A recent survey shows 32% of customers expect organizations to be both more empathetic and more responsive going forward. Personalization has also become a critical part of the customer experience, with research showing 80% of customers are more likely to do business with a company that offers personalized experiences.

Contact Center 59

Contact Center Customer Experience contact center solutions CRM 59

Myra Golden Media

APRIL 1, 2019

You have a responsibility to train employees, coach, and give feedback. ” “I need someone in this position who can consistently be on time, and I hope that person is you.” ” “I need someone in this position who can consistently be on time, and I hope that person is you.” ” 3.

Morale 276

Morale Coaching Feedback Management 276

Callminer

FEBRUARY 10, 2020

Local ordinances on a building’s maximum capacity by size may vary, but generally, agents should be afforded enough personal space on the floor to function freely without (sometimes literally) tripping each other up. Room Capacity. Emergency Exits and Protocol. Holds and Transfers. What floor rules matter most for your call center?

Call Center 182

Call Center Coaching Morale Analytics 182

CX Global Media

JULY 11, 2019

Nate Brown Director Of Customer Experience, UL EHS Sustainability. While Customer Service is his primary expertise, Nate is able to leverage experience in professional services, marketing, and sales to connect dots and solve the big problems. Kate Nasser The People Skills Coach™ & Author of Leading Morale.

Contact Center 120

Contact Center CCNG Morale Coaching 120

SharpenCX

MAY 31, 2023

High turnover rates not only lead to increased recruitment costs but also impact the overall customer experience. In this blog post, we’ll explore effective methods for retaining call center agents, ultimately paving the way for improved customer experiences and business success.

Call Center 76

Call Center Construction Coaching Morale 76

Netomi

JANUARY 5, 2022

This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Can I Work a Customer Service Job from Home? Adrian Swinscoe.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

SharpenCX

JUNE 12, 2023

Now, as corporations move to permanent remote and hybrid work models, it may seem difficult to keep your team as connected and productive as they are in person. How do you improve the remote agent work experience? The Era of Remote Work In-person contact center teams have slowly crept back to the office since the pandemic.

Coaching 67

Coaching Morale Contact center software Call Center 67

Horizon CX

FEBRUARY 29, 2024

While efficiency and productivity are undoubtedly essential, businesses must not forget the importance of treating customers with genuine kindness and respect. However, perfunctory service erodes customer loyalty by failing to establish meaningful connections and rapport.

Morale 52

Morale Customer centricity Upselling Feedback 52

Enghouse Interactive

OCTOBER 12, 2021

For organizations to improve their overall customer experience (CX), they must focus on how they engage with their customers, by listening understanding, and acting on what customers are telling you, and by ensuring that you’re providing your staff (front-line, back-office, and support) with the tools they need act efficiently and effectively.

Customer Experience 86

Customer Experience Self service Banking Employee engagement 86

Playvox

APRIL 4, 2023

To keep turnover under control, you have to make sure your managers are trained to keep engagement up and morale high. But the gap between how managers view feedback and how employees see it simply isn’t good for agent morale and mindset. To keep engagement up, feedback should be focused on coaching rather than micromanaging.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Serenova

MAY 1, 2020

According to research, 82% of North American employees do not think they receive adequate recognition at work, and that hurts productivity, morale and profitability—regardless of what else is happening in the world. They perform at high levels, form better relationships and deliver optimal customer experiences.

Morale 98

Morale Coaching Contact Center Quality management 98

Ann Michaels and Associates

JULY 21, 2023

This helps prevent any personal biases from influencing the evaluation. Offer Training and Coaching: If specific areas of improvement are identified for multiple agents, consider providing additional training or coaching sessions to address these areas comprehensively.

Call Center 52

Call Center Customer Service Construction Coaching 52

SharpenCX

SEPTEMBER 1, 2021

If taken too lightly, interviews can end up being a formality that wastes time and doesn’t help you find the right person for the job (or the person who’ll stick around). A quality customer service rep should be able to explain why customer service matters and offer examples of what good and bad service looks like.

Call Center 128

Call Center Coaching Contact Center Feedback 128

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. Customer service is about finding a balance between efficiency and personalization…”.

Call Center 182

Call Center Management Scripts Coaching 182

Fonolo

AUGUST 29, 2018

In contemporary times, the deafening sounds of the outside world via the news, social media, the subway, the radio, the street, and even the phone lines can distract us from our long-term professional and personal goals. Are you removing the roadblocks towards their empowerment to fix what your customers are saying is broken?”.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

The Northridge Group

JULY 20, 2023

Download Part II of Northridge's State of Customer Experience 2023 Research Report for more CX insights! Preferred Employee Experience: What Associates Want For employees, returning to fully in-office work reduces their experience by adding transportation time and costs, childcare expenses, and additional health expenses.

Contact Center 121

Contact Center Abandon rate contact center associations Metrics 121

Fonolo

NOVEMBER 24, 2020

. “I see the CX industry finding new, faster and more efficient ways to meet their customers’ needs, maybe through the use of new technology, while also balancing a deeply personal, empathetic human connection.” COVID-19 Made Customers More Empathetic. Read the Full Industry Report Here: Contact Center Trends 2021.

Contact Center 159

Contact Center Average Handle Time Consulting Consulting 159

Talkdesk

MAY 21, 2020

Why is it so critical to the customer experience and operational efficiency in the contact center? Onboarding, training and coaching can no longer take place in-person. The Impact of Employee Engagement in the Contact Center What exactly is employee engagement?

Management 109

Management Employee engagement Morale Contact Center 109

Fonolo

NOVEMBER 3, 2020

Suddenly, customer insights became the golden ticket!” Keynote Speaker and Official Forbes Coach. We were all intimately aware of the importance of customer service — and the frustration of long hold times and poor service. Support agents were — sometimes literally — a lifeline for isolated, lonely, afraid customers.

Contact Center 167

Contact Center Consulting Consulting Coaching 167

JustCall

NOVEMBER 22, 2023

In this article, we will dive deep into these challenges and explore how fixing the agent tech stack mess can pave the way for happier agents and even happier customers. The Challenges of a Cluttered & Complex Agent Tech Stack When it comes to customer experience , things can get tricky real fast.

Agent burnout 52

Agent burnout Upselling Coaching Contact center software 52

Outsource Consultants

FEBRUARY 22, 2021

For most workers, it’s been almost a year away from the office — and morale is high: 86 percent of remote workers feel less stressed. And it’s only gotten harder for supervisors to effectively coach their agents with the shift to remote work. Their experience will help influence your entire call center operation.

Call Center 76

Call Center Gamification Coaching Morale 76

SharpenCX

MAY 12, 2020

Download Now: Help your agents get the hang of working in a call center with these 29 coaching techniques and facts. . Contact center agents are the primary touchpoint your customers have with your company. To help your agents support a positive customer experience, training has to extend past initial onboarding, too.

Contact Center 128

Contact Center Customer Service Employee engagement Coaching 128

NobelBiz

JUNE 19, 2023

From monitoring agent performance and customer interactions to identifying emerging trends and addressing issues proactively, real-time monitoring is a game-changer. In this blog article, we’ll explore the transformative impact of real-time monitoring in call centers and how it can take customer experiences to new heights.

Call Center 52

Call Center Coaching Contact Center Metrics 52

SharpenCX

SEPTEMBER 30, 2020

Customer Experience is no exception. Keep it personal(ized). The future of omnichannel lies in keeping things personal. Some 79% of customers say personalized customer service is more important than personalized marketing. Read Next] Knowledgeable and friendly agents earn customers for life .

Chatbots 128

Chatbots Call flow Morale Contact Center 128

CSM Magazine

APRIL 12, 2023

Customers access leading agent self-service tools, like Self-Scheduling, that maximize team morale and day-to-day efficiency. Predictive quality scoring, streamlined evaluations, and smarter insights for more targeted coaching with AI and automation-powered Quality Management.

APIs 52

APIs Analytics Coaching Morale 52

Outsource Consultants

SEPTEMBER 14, 2021

No matter the offering, businesses are competing against their competitors not just in price and product, but also in customer experience. IVA technology is a cog in a larger AI umbrella that is making self-service more accessible for customers to solve even more complex requests than ever before. Tip the Scales with Technology.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

SharpenCX

JUNE 30, 2021

Let’s consider some of the stats around how your agents impact good customer service: 71% of consumers believe a quick response from a service team can drastically improve their customer experience. It only takes one bad experience for 80% of consumers to say they’d rather do business with a competitor. Learn More ].

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

Monet Software

MARCH 10, 2021

Numerous contact centers report increased productivity and morale after sending agents home, which helps reduce churn and the associated recruitment, training and service level costs. Workforce, management and customer experience challenges remain. The ultimate determinant for work-from-home will be customer experience.

Contact Center 118

Contact Center call center workforce contact center workforce Morale 118