ShepHyken

MARCH 20, 2020

We’ve seen documentation (not naming names) of attrition rates as high as 150%—as in agent positions being hired for more than once a year EACH. However, most agents aren’t supported with the right training, knowledge, coaching (and so on), hence they are incapable of delivering their best. Yes, you should be freaking out.

Employee engagement 183

Employee engagement Contact Center Coaching Marketing 183

Fonolo

JANUARY 31, 2023

Simply put, call center training is any course, seminar, video, coaching session, or other activity that teaches the skills and behavior required for success in a call center. Call center training is important because it’s part of your customer service plan – and part of a strong employee engagement plan.

Call Center 141

Call Center Contact Center Coaching Gamification 141

SharpenCX

JULY 26, 2023

How to Use the Data You Collect According to Gartner, there are five categories of customer experience KPIs that can improve your call center performance: employee engagement; quality operations; customer satisfaction; loyalty, churn, and retention; and advocacy and brand reputation. But if it’s so valuable, what can you do with it?

Call Center 67

Call Center Contact Center Contact center software Coaching 67

SharpenCX

JUNE 22, 2021

Document answers once, then store them somewhere for easy access. They also encourage self-coaching. There are a lot of guides to help you establish what categories and types of documentation you should have. Step 4: Provide a pathway for upskilling employees and developing professional skills. Not sure where to start?

Call Center 67

Call Center Coaching Analytics Employee engagement 67

Noble Systems

AUGUST 25, 2020

From onboarding and product launches to regulatory compliance and ongoing training and coaching, gamification makes learning new information fun and engaging. It also provides constant feedback to employees to motivate them to continually improve performance and better serve financial services consumers.

Gamification 71

Gamification Employee engagement Banking Contact Center 71

Fonolo

SEPTEMBER 21, 2021

Did you know that managers are responsible for 70% of employee engagement ? By inviting feedback from agents, you improve their engagement by making them feel heard. While the higher-ups can use KPIs and other documented resources, it’s the agents who see managers in their day-to-day. CCTR #ContactCenter Click To Tweet.

Call Center 81

Call Center Abandon rate Management First call resolution 81

CSM Magazine

JANUARY 19, 2023

Focus on Employee Engagement Programs Workplace engagement programs are designed to keep employees connected with their peers while helping organizations build positive working relationships with existing team members throughout the year. Udemy allows you to upload documents or videos on training.

Coaching 52

Coaching Employee engagement Surveys Feedback 52

SharpenCX

MAY 19, 2020

The Importance of Providing an Employee Development Plan. Employee engagement and retention are closely linked. Employee Development Plans in your Contact Center. An employee development plan documents the goals, skills and objectives an employee needs to accomplish in order to grow in career development.

Contact Center 128

Contact Center Brand ambassadors Coaching Metrics 128

Steve DiGioia

SEPTEMBER 16, 2016

We base our surveys on trigger events so we can drill right down into what areas we’re doing well and what areas need work, so that we can improve those processes and coach our people to achieve better outcomes. How important is employee engagement at LITTLE and what are some of the things you’re doing to improve it?

Real estate 257

Real estate Customer Experience Journey mapping Employee engagement 257

HGS

SEPTEMBER 30, 2015

Coaches, team leads, trainers, and agents should work collectively to determine potential root causes for any negative trending metrics, as well as to gauge perceived knowledge gaps within the program. employee engagement. Call libraries, which are collections of calls representative of ideal service delivery, can also be used.

outsourcing 100

outsourcing Contact Center Management Coaching 100

CSM Magazine

DECEMBER 29, 2022

The most prominent ones for companies include: Higher employee engagement; Better problem-solving skills; Boosted peer interaction; Enhanced learning skills; Improved employee well-being; Increased productivity; Easier adaption to change in the work setting. Top benefits of collaborative learning.

Education 52

Education Coaching Employee engagement Enterprise 52

Serenova

MAY 29, 2020

Monitor agent calls for coaching opportunities. Monitor interactions to identify exactly where agents are delivering great service while uncovering opportunities for training and coaching. Quality Management for call center recording software and screen recording to effectively monitor, evaluate and coach agents.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

Monitor agent calls for coaching opportunities. Monitor interactions to identify exactly where agents are delivering great service while uncovering opportunities for training and coaching. Quality Management for call center recording software and screen recording to effectively monitor, evaluate and coach agents.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

SharpenCX

JUNE 9, 2020

Your employees are hungry for career investment. Professional development is a core driver for employee engagement. Let’s walk through how to build a development plan for the individual employees in your call center (with examples along the way). Document what goals they can achieve to get there.

Call Center 76

Call Center Contact Center Coaching Employee engagement 76

JustCall

DECEMBER 10, 2020

Increase Employee Engagement With Sessions. This increases employee engagement. As Jamie Sheepway, the Director of Service & Coaching at ShopPros believes, "When it comes to training in a call-center environment, there must be a step by step process. They should not be just handing over a training file.

Best practices 52

Best practices Call Center Sales Average Handle Time 52

SharpenCX

OCTOBER 8, 2019

Employee Engagement. Here, we step beyond employee engagement and look at this category as your agents’ holistic experience. Then, eliminate specific pain points in their experience and coach for empowerment. Tailor their coaching and in-line training to address issues specific to each agent.

Coaching 59

Coaching Average Handle Time Metrics Customer Experience 59

Balto

JUNE 3, 2022

Are Remote Agents Really Less Engaged? Nearly a quarter of contact centers believe that remote work has had a negative impact on employee engagement. Just 10 years ago, only about 10% of agents ever worked from home, so the contact center environment isn’t historically built for virtual engagement.

Gamification 52

Gamification Scripts Contact Center Surveys 52

SharpenCX

OCTOBER 8, 2019

Employee Engagement. Here, we step beyond employee engagement and look at this category as your agents’ holistic experience. Then, eliminate specific pain points in their experience and coach for empowerment. Tailor their coaching and in-line training to address issues specific to each agent.

Coaching 52

Coaching Average Handle Time Metrics Customer Experience 52

Fonolo

JUNE 9, 2020

Don’t just focus on the challenges and gaps — documenting the things your contact center excels in allows you to reference what has historically worked for your department. Don’t forget to highlight agent success. It’s also an opportunity to celebrate success with your call center agents. Offer learning opportunities.

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

CSM Magazine

JANUARY 20, 2020

The excellent managers adhere to this quote by Pat Riley, President of the Miami Heat: “A coach must keep everyone on the team in touch with present-moment realities- -knowing where they stand, knowing where they’re falling short of their potential, and knowing it openly and fairly.”. Each employee has untapped potential for great ideas.

Management 52

Management Coaching Morale Employee engagement 52

Call Experts

DECEMBER 28, 2018

Compensation is not the only way to keep employees happy with their job. . Secure more return for your brand by improving employee engagement, and use the culture of your organization to drive customer satisfaction. Be strategic about how to make your employees feel a sense of purpose.

outsourcing 56

outsourcing Call Center Answering services Employee engagement 56

Call Experts

JUNE 5, 2019

If you want your employees to meet your expectations, it is crucial to help them understand their responsibilities. If they are having trouble handling their work, provide additional assistance, continued education, and career coaching to improve their skills. Employee experiences are connected to customer experiences.

Customer Experience 60

Customer Experience outsourcing Call Center Answering services 60

Playvox

DECEMBER 5, 2022

Please find all supporting documentation and provide feedback to the agent.”. The empathy you show by seeking out their side will help boost employee engagement and retention. Related Article: Five Coaching Tips For Contact Center Agents that Work. How To Address Call Avoidance. Interaction Avoidance Disciplinary Letter.

Contact Center 52

Contact Center Average Handle Time Management Coaching 52

24-7 InTouch

APRIL 3, 2020

Communication : A successful WFH model involves clear communication of instructions and methodologies to ensure agents are receiving coaching and personal interactions that they would experience at our campuses. It also includes one-on-one coaching with leadership staff via video conference.

At home agents 52

At home agents Contact Center Coaching Morale 52

Call Experts

DECEMBER 12, 2019

Our team listens and coaches so that our Experts can focus on picking up customer calls quickly and with high quality in all engagements. 6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences. Employee engagement trends that lead to company growth!

Contact Center 69

Contact Center Wait times Journey mapping Interactive Voice Response 69

Russel Lolacher

JANUARY 8, 2022

Some of the reasons Leslie is awesome – Owner of the E-write consultancy, she’s a professional writing trainer, coach and instructor, professional speaker, and you feel the benefit of her expertise through organizations like Air Canada, US Fish and Wildlife Service and Caterpillar. She is owner of the Ewrite consultancy.

Employee engagement 45

Employee engagement Personalization Coaching Consulting 45

Call Experts

SEPTEMBER 18, 2019

The training continues with 3 weeks of on the job coaching, Quality Assurance monitoring, and regular feedback sessions with their trainers and leadership. Once completed, we provide a monthly continued education curriculum focused on areas like: providing impactful coaching. 6 Key Benefits of Employee Call Off Lines.

Calibration 40

Calibration Coaching Call Center outsourcing 40

SharpenCX

JANUARY 28, 2020

Good management, proper training and coaching, employee engagement strategies, the list goes on. How will your agents document each customer interaction? How will you use training and coaching tools through the software? Sure, there are many ways to offer support. What’s next? Will calls be recorded?

Call Center 69

Call Center call center software Abandon rate Contact Center 69

SmartKarrot

APRIL 7, 2022

Drive employee engagement and a high-performance culture within the teams, ensuring effective performance management, coaching, and development of the teams, and creating an environment where people can excel through accountability, encouragement, and empowerment.

Customer advocacy 19

Customer advocacy Engineering Coaching Employee engagement 19

Verint

DECEMBER 12, 2017

For even greater value, organizations can then shift resources from manually evaluating calls to where they can make more significant impact: coaching employees on the specific skills they need to improve. Increasing both customer and employee satisfaction are at stake. Want to learn more?

Quality management 30

Quality management Coaching Contact Center Technology 30

SmartKarrot

APRIL 18, 2022

Drive employee engagement and a high-performance culture within the teams, ensuring effective performance management, coaching, and development of the teams, and creating an environment where people can excel through accountability, encouragement, and empowerment.

Advertising 19

Advertising Customer advocacy Finance Best practices 19

JustCall

DECEMBER 1, 2022

Use appropriate communication channels to inspire and motivate online call center employees. Through video communication, phone calls, and sharing of documents, it is possible to contact and motivate all members of your team when necessary. Provide Regular Feedback And Coaching. Practice Flexibility.

Call Center 52

Call Center Management Agent burnout Scripts 52

SharpenCX

SEPTEMBER 29, 2021

As a manager, your executive team is consistently pushing you to keep employees engaged, reduce turnover, increase profitability and efficiency. We’ve compiled four employee training templates to give you practical strategies to increase learning and training in your contact center. I understand. Where do you start?

Contact Center 137

Contact Center Coaching Employee engagement Call Center 137

Russel Lolacher

SEPTEMBER 6, 2022

A few reasons they are awesome – They are the co-founders of Talent Collective, a consulting agency helping organizations grow their talent through effective coaching, compensation planning and career design. But it’s a internal document, a job description, and it’s like putting it on, you know, 10x. Over to Annika.

Consulting 52

Consulting Consulting Coaching Marketing 52

Playvox

MARCH 21, 2024

Let’s take a deeper look at the factors that influence employee engagement and morale. In the case of social media, there are many well-documented and viral examples of an agent providing poor customer service that then leads to a domino effect for the company’s brand. All of this leads to better agent morale.

Morale 90

Morale Contact Center Quality management Coaching 90

Netomi

JANUARY 5, 2022

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. A 5-time Chief Customer Officer and coach to over 20,000 leaders, her practices are field-tested and proven. Kate Nasser, The People Skills Coach and founder/president CAS, Inc. Kate Nasser.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

SharpenCX

JUNE 23, 2021

If you’ve got agents pausing interactions a lot, you may have some coaching to do. You suffer from high costs to hire and train new employees, inconsistent service, staffing shortages, low team and agent morale, the list goes on (and on). Did they stick to protocol when documenting the interaction? Team and Agent Performance.

Contact Center 101

Contact Center Abandon rate Management Metrics 101