Playvox

JANUARY 12, 2023

Agents in our survey considered it the top motivator their contact center can offer, and 56% said they would consider leaving their job if they couldn’t continue. Technologies like quality management or workforce management offer the constant support and feedback needed to deliver the high-quality service that the company expects.

Quality management 69

Quality management Coaching Contact Center Metrics 69

Playvox

DECEMBER 21, 2022

While these are great virtual meeting tools for communicating in and engaging as a group, you might need other technology in place for one-on-one coaching for individual agents. Related eBook: 9 Contact Center Metrics Essential for Success. Keep yourself available for regular check-ins with your agents by automating what you can.

Contact center software 52

Contact center software Contact Center Coaching Quality management 52

inmoment

AUGUST 19, 2020

To get even more specific: Financial advisors were able to identify and save at-risk client relationships, pinpoint opportunities for growth and potential new business, and leverage both the survey process and their own results to market themselves to prospective clients. There’s More Where That Came From!

Coaching 52

Coaching Surveys Feedback Analytics 52

SharpenCX

JUNE 23, 2021

Your Step-By-Step Guide to Building Better Customer Experience Strategies Use data you already have to build actionable strategies for a better customer experience Get the eBook. The American Express Customer Barometer Survey says 13 minutes is the cutoff before people abandon calls (and likely never call back). Call Quality.

Contact Center 101

Contact Center Abandon rate Management Metrics 101

SharpenCX

MARCH 16, 2021

You can’t have high expectations without the right amount of support and coaching to go with it. Then train your agents to handle each issue using fallout scripts, role-playing, and in-line coaching inside the queue to identify behaviors that should be repeated and those that need correcting. Feedback feeds their strategy.

Customer Experience 84

Customer Experience Feedback Coaching Scripts 84

ChurnZero

NOVEMBER 9, 2021

Use historical data to personalize surveys, so your customers are only answering questions that are directly relevant to their experience. Give Your Customers a Voice Customer surveys and feedback are important to your Customer Success team for a number of reasons. Creating a great customer experience starts with your employees.

SaaS 52

SaaS Customer Experience Surveys Customer retention 52

SharpenCX

MARCH 30, 2021

Does my call center technology allow me to solicit customer feedback? What does your data tell you about where you need to coach and develop your teams? Can we collect CSAT scores and customer feedback with our call center platform?? Use your call center platform to send out CSAT surveys and encourage customer feedback.

Call Center 67

Call Center Technology Customer Experience Contact Center 67

SharpenCX

JANUARY 15, 2020

Download Now: Get 7 actionable tips to improve coaching and training for better CSAT. And, the airline even asks for CSAT surveys through multiple channels, too. In fact, they have an open CSAT survey on their website. Start by improving your coaching and training, so you empower agents to deliver standout service.

Airlines 90

Airlines Customer Experience Customer Service Coaching 90

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. And, to give your agents actionable feedback backed by context.

Morale 67

Morale Call Center Contact Center Coaching 67

JustCall

APRIL 4, 2023

You can create a rich repository of blog posts, ebooks, webinars, and other forms of educational material. They must also monitor their performance and provide feedback on a regular basis. Content Marketing This strategy is all about creating and sharing valuable content that attracts potential customers to your website.

Call Center 52

Call Center Sales Inbound sales Upselling 52

SharpenCX

MARCH 10, 2020

You go through training, get coached to use the company software, and learn to de-escalate situations with angry customers. Download Now: Improve how you coach and train agents with 29 facts and techniques for managers. There are many skills you should consider when you hire new agents and coach them to success. Sound familiar?

Call Center 67

Call Center Management Coaching Metrics 67

SharpenCX

JUNE 22, 2021

When PwC surveyed 15,000 consumers, they found that 1 in 3 customers leave a brand they love after just one bad experience. They also encourage self-coaching. Download Now]: Get the Customer Experience Ebook and Learn How to Use the Data Living in your Call Center Software to Grow your CX and AX Strategies. Don’t stop training.

Call Center 67

Call Center Coaching Analytics Employee engagement 67

SharpenCX

FEBRUARY 10, 2021

Qualitative feedback. Think about your customer surveys and what you learn in your agent 1:1s, here. And using that qualitative feedback and data, you can build trends and use math to intuit what customers are experiencing. Solicit customer feedback with surveys. Bulk up your coaching and training.

Contact Center 76

Contact Center Customer Service Metrics Call Center 76

SharpenCX

APRIL 8, 2020

Rather than dedicating a few agents to email interactions and barring a few others from using chat, coach agents on best practices to handle each channel. Serve coaching opportunities to agents in-queue. Don’t make agents leave their queues to get the support and valuable coaching they need to problem-solve during interactions.

Best practices 84

Best practices Call Center Interactive Voice Response Customer Experience 84

Toister Performance Solutions

DECEMBER 26, 2017

Someone at Salesforce just thinks I am because the company profiled me in it's 2014 ebook, Secrets of the Most Productive Salespeople. The only reason I'm in there is I was blogging for Salesforce at the time and responded to a vague request from an editor to take a productivity survey. He wasn't interested in any insights or feedback.

Coaching 62

Coaching Surveys Sales Contact Center 62

Customer Relationship Metrics

MAY 17, 2017

is a question that is included in the 29 Quality Assurance Mistakes to Avoid ebook and self-assessment. more hours each month to be more productive in coaching agents to help them improve and grow. This equated to 170,000 scores given per month, with 4 completed per hour, taking 2,500 hours (not including the feedback time).

Benchmark 85

Benchmark Call Center Coaching Feedback 85

ChurnZero

MARCH 31, 2020

Adding a call-to-action in their email signatures inviting customers to take a quick, four-question survey about how they’ve been impacted by COVID-19. The survey asked if their business was still open, if they had plans to close it, what’s the best way to be contacted at this time, and if they had any additional comments.

Morale 72

Morale Education Surveys Accountability 72

aircall

JULY 7, 2021

Thus, you can use them on documents, surveys, feedback forms, SMS, email, and even social media to identify patterns and relationships among the data. Self-service analytics mine data from self-service communication channels, such as FAQs, blogs, and ebooks. But instead of speech, they focus on written text.

Call Center 62

Call Center Analytics Self service Sales 62

Noble Systems

JANUARY 30, 2019

After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying. Effective agent training and coaching have been a top priority for contact centers for a long time. Leverage Gamification for Soft Skills Development. Expand Digital Capabilities.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

Noble Systems

JANUARY 30, 2019

After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying. Effective agent training and coaching have been a top priority for contact centers for a long time. Leverage Gamification for Soft Skills Development. Expand Digital Capabilities.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

SmartKarrot

SEPTEMBER 18, 2020

Panorama Education, a data analytics company, focuses on surveys that measure school climate, teacher engagement, student satisfaction and other aspects in K-12 schools. The team designs the surveys (which can be taken securely via mobile) and administers them. Along the way, it offers relevant hints, feedback and clarification too.

SaaS 21

SaaS Education Coaching Healthcare 21

Playvox

FEBRUARY 1, 2024

The whole story—the one necessary to make informed decisions about measurable CX improvements—doesn’t come from multiple-choice answers in a customer survey or comments shared after a single interaction. Tagging helps you categorize customer feedback and communications for better analysis and more helpful insights.

Contact Center 93

Contact Center Best practices Surveys Feedback 93

Playvox

OCTOBER 12, 2022

Creative team building and sharing are also important, according to the customer service agents surveyed. Listen to feedback about what’s working and isn’t succeeding across the team. Managers in the Playvox survey cited this as an important benefit of remote work. Remember that better communication is two-way. Train Well.

Best practices 76

Best practices Contact Center Management contact center solutions 76

inmoment

APRIL 22, 2019

Tech Tip: InMoment’s front-line coaching application allows brands to integrate their standard operating procedures and best practices into the platform, which applies predictive analytic models to create “focus areas” based on each restaurant location. It’s all about tailoring the right message through the right channel to the right person.

Best practices 40

Best practices Feedback Coaching Personalization 40

Comm100

MAY 14, 2018

Minimal Coaching or Feedback. Employees, especially young employees, expect feedback to be given to help them understand how they’re doing. Feedback and coaching shouldn’t be difficult. It’s important to measure what employees say they need through the use of internal engagement surveys. Download Now.

Feedback 40

Feedback Coaching Consulting Consulting 40

Comm100

OCTOBER 11, 2017

The activities in this eBook can be great training materials to improve customer service or morale in your team. A recent ExecsInTheKnow benchmark found that when asked which department in their organization is primarily responsible for social media engagement, the companies surveyed answered as follows: 49% Marketing/PR.

Customer Service 47

Customer Service Customer Care Morale Marketing 47

Comm100

MAY 1, 2018

population survey. Ease Gen Xers skepticism through one-on-one contact that cuts through the bureaucracy, and by giving them constructive feedback. According to a Monster survey , the top three must-haves for Gen Zers are (1) Health insurance, (2) A competitive salary, and (3) A boss they respect. Baby Boomers. Lack of respect.

Management 41

Management Education Surveys Government 41

Comm100

FEBRUARY 16, 2018

According to CCW Digital’s Report, 61% of companies agree that agent coaching is a top investment priority for 2018. Other agent investment priorities include training (as listed by 57% of companies surveyed), quality monitoring and management (54%), dashboards (53%) and scheduling and forecasting (50%).

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40