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

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

Enghouse Interactive

OCTOBER 12, 2021

Integrate a Knowledge Base into your self-service process to ensure specific help can be provided quickly via text, documents, or text-to-speech. Listen to and act on staff issues, engenders deeper employee engagement – they’ll see that their inputs are fundamental to making a difference.

Customer Experience 86

Customer Experience Self service Banking Employee engagement 86

Verint

DECEMBER 12, 2017

Automated quality management provides the ability to automatically score some or all of the questions—in some or all of your evaluation forms. Increasing both customer and employee satisfaction are at stake. Want to learn more?

Quality management 30

Quality management Coaching Contact Center Technology 30

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