SharpenCX

JUNE 10, 2021

Most people don’t grow up dreaming about being a frontline customer service agent. Unfortunately, even the best call center leaders can’t get rid of the high-stress moments and angry customers agents have to face on the job. Customer service isn’t a bad gig, but it does come with its stresses. It’s hard work.

Morale 67

Morale Call Center Contact Center Coaching 67

Monet Software

SEPTEMBER 24, 2020

By taking an agent-centric approach to contact center quality management , regular QA feedback can become an opportunity for growth that agents welcome—one that improves employee satisfaction, morale, retention and yes, employee engagement. Specialties like customer service can feel nebulous. Here’s how. #1 1 By the Numbers.

Morale 48

Morale Quality management contact center workforce Employee engagement 48

Callminer

MAY 11, 2020

Ongoing training and coaching are equally important to ensure that your employees are equipped with the skills and knowledge they need to do their jobs effectively. And, coaching sessions provide an ideal opportunity for managers to check in with their agents or employees to get their feedback on how things are going from their perspective.

Management 273

Management Customer Experience Customer Service Coaching 273

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

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

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 81

Coaching Morale Analytics Benchmark 81

SharpenCX

JUNE 30, 2021

Microsoft says 90% of Americans use good customer service as a factor when deciding whether to do business with a company. Why would customers stay loyal to brands that are slow or can’t offer help? Why wouldn’t a customer find a company that makes buying and learning a product or service quick, easy, and accessible?

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

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

MAY 31, 2023

In the evolving world of customer service, contact centers play a vital role in ensuring customer satisfaction. High turnover rates not only lead to increased recruitment costs but also impact the overall customer experience. However, call center agent retention continues to be a challenge for many organizations.

Call Center 76

Call Center Construction Coaching Morale 76

JustCall

MARCH 9, 2023

Your customer service team is the brand’s spokespersons and representatives. The way they interact and serve the client sets a benchmark for customer experience. As such, they lay the foundation for long-term customer loyalty. Agents can then apply the customized learnings in real-world interactions for greater success.

Customer Service 40

Customer Service Morale Benchmark Scripts 40

ProProfs Blog

MAY 6, 2020

What makes managing a remote customer service team so daunting? Use coaching and feedback for employee development. Every person has a different understanding and perspective of everything in general. Everybody works keeping personal growth in mind. Some tips to boost team motivation and morale are: .

Management 162

Management Customer Service Best practices Entertainment 162

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. Floor rules exist to keep call centers productive and safe.

Call Center 182

Call Center Coaching Morale Analytics 182

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

CSM Magazine

NOVEMBER 15, 2022

It’s no coincidence that companies with great cultures also have great customer service. When employees feel valued and appreciated, they are more likely to go the extra mile for customers. Ask questions about their customer service philosophy and how they would handle difficult customer service situations.

Customer Service 52

Customer Service Morale Surveys Customer centricity 52

Select VoiceCom Blog

AUGUST 1, 2023

Any company looking to retain customers needs to have good customer service. Customer service is fundamental for business success as it impacts customer satisfaction, loyalty, and revenue. These statistics highlight the significance of building a top-notch customer service dream team.

Customer Service 52

Customer Service Brand ambassadors Journey mapping Metrics 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). Soft skills make your agents human and play a huge role in delivering quality customer service. What does customer service mean to you?

Call Center 128

Call Center Coaching Contact Center Feedback 128

Playvox

APRIL 4, 2023

Signs And Effects Of Poor Agent Emotional Well-Being In Your Contact Center Working with customers requires a lot of emotional labor from your customer service center agents — even if customers are happy. To keep turnover under control, you have to make sure your managers are trained to keep engagement up and morale high.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

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 48

Coaching Morale Analytics Benchmark 48

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

CSM Magazine

AUGUST 7, 2020

What separates great customer service managers from others with similar training? The best customer service managers (CSMs) are masters at multitasking. They perform administrative duties, demonstrate efficient management skills, and manage teams of customer support representatives. Customers are always first.

Customer Service 59

Customer Service Management Brand ambassadors Morale 59

SharpenCX

MAY 5, 2020

Download Now: Get real about coaching your agents to engagement with these 7 methods. Often, call center customer service positions are perceived as entry level jobs you take just to pay the bills. Let’s focus on how you can foster career goals for your customer service representatives to set them up for success long term.

Contact Center 90

Contact Center Customer Service Coaching Metrics 90

Playvox

MARCH 21, 2024

Let’s face it — no one contacts your contact center to tell the person who answers the phone, text, or chat to tell your organization that they love your brand, service, or product. When customer interactions are the heartbeat of business operations, one crucial factor often takes center stage – agent morale.

Morale 90

Morale Contact Center Quality management Coaching 90

Kristina Evey

MARCH 18, 2015

Bad customer service – we’ve all experienced it. Poor customer service is rampant these days. They have a lot going on in their personal lives.” The impact of poor customer service on your business is more than just the occasional upset customer. Customers leave because of bad service.

Customer Service 109

Customer Service Sales Coaching Morale 109

Comm100

JUNE 26, 2018

With the World Cup in full swing, now is probably the perfect time to talk about one of the essential elements of any team – the Coach. Coaches are focused on improving performance during the moment, and the skills required for an excellent coach are very distinct. This is where a coach comes into play. Coaching Skills.

Coaching 43

Coaching Feedback Morale Accountability 43

Fonolo

NOVEMBER 24, 2020

We spent the last couple of months asking influencers and industry leaders how they thought the pandemic had impacted customer service. ” — Kate Nasser, The People Skills Coach ™ , Author of Leading Morale , Customer Service & Leadership Consultant. COVID-19 Made Customers More Empathetic.

Contact Center 159

Contact Center Average Handle Time Consulting Consulting 159

Fonolo

NOVEMBER 3, 2020

We spent the last couple of months asking influencers and industry leaders how they thought the pandemic had impacted customer service. Suddenly, customer insights became the golden ticket!” Keynote Speaker and Official Forbes Coach. CX & Customer Service Expert, Founder of ThinkCX.

Contact Center 167

Contact Center Consulting Consulting Coaching 167

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. We call it the ‘golden rule’ of customer service. We are all customers for something.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

Outsource Consultants

SEPTEMBER 14, 2021

Just think “Press 1 for…” But the next evolutionary step within contact center AI is through IVAs (Intelligent Voice Assistants) or even chatbots, which leverage sophisticated speech and language intelligence to engage in more human, personalized ways. “I Higher customer satisfaction and higher agent morale. Let me help?”.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

NobelBiz

JUNE 19, 2023

As businesses, we need to harness this culture of immediate responses to elevate customer service levels. Harnessing the power of real-time monitoring in call centers is like having a crystal ball that reveals customer needs and preferences in the moment, enabling personalized interactions that leave a lasting impression.

Call Center 52

Call Center Coaching Contact Center Metrics 52

The Northridge Group

JULY 20, 2023

These fees and factors impact the overall employee experience, which in turn, can negatively influence productivity and the customer experience as low morale chips away at job performance and adds friction to the customer journey. Likewise, AHT is used to measure the time an associate spends working on a customer issue.

Contact Center 121

Contact Center Abandon rate contact center associations Metrics 121

SharpenCX

SEPTEMBER 30, 2020

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. Your customers have already made the decision to be just that–your customers. And they can tell.

Chatbots 128

Chatbots Call flow Morale Contact Center 128

Taylor Reach Group

DECEMBER 11, 2019

Although extrinsic motivations (such as promotion and bonuses) are very important, studies have shown that intrinsic motivations (such as self-mastery and personal enjoyment) have a longer lasting impact on retention. In other sections, we have discussed the importance of performance improvement and coaching. Intrinsic Motivations.

Customer Experience 119

Customer Experience Coaching Contact Center Morale 119

Fonolo

OCTOBER 13, 2020

Suddenly customer insights became the golden ticket!” ” — Annette Franz , CEO of CXJourney , Official Forbes Coach, Keynote Speaker and Author. Annette Franz , CEO of CXJourney , Official Forbes Coach, Keynote Speaker and Author. As people who have been touched or have known personally someone affected by COVID.

Call Center 144

Call Center Contact Center Coaching contact center workforce 144

Uniphore

DECEMBER 6, 2021

Contact centers can have the best customer service agents and the latest and greatest technology. They can even implement superb customer experience strategies; but without an able and trustworthy leader at the helm, they will ultimately fail. Management competency also involves coaching and training employees.

Contact Center 52

Contact Center Morale Coaching Technology 52

JustCall

APRIL 15, 2024

The pressure to meet strict metrics, handle high call volumes, and provide top-notch customer service makes call centers incredibly demanding. Exhausted agents struggle to offer the patience and empathy crucial for good customer service. This can lead to poor service and fewer conversions.

Call Center 52

Call Center Agent burnout Scripts Metrics 52

Fonolo

SEPTEMBER 21, 2023

The customer service industry is evolving and hasn’t looked back. We’re hoping that CX leaders realize the key to outstanding service is ensuring their employees are happy. I’m personally in favour of a more straightforward NPS system: Yes or No. The 4 Most Important Call Center Agent Performance Metrics 1.

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87