Playvox

OCTOBER 18, 2022

There’s a storm brewing in customer service centers, and the aftermath could create some big challenges for contact center management. In our 2022 study of customer support agents and managers, 68% of agent respondents said they didn’t want to return to an office. We also manage the team with the utmost respect.”. Leanne Y.,

Contact Center 69

Contact Center Management Coaching contact center workforce 69

Playvox

JANUARY 25, 2024

Are you taking the right steps to evolve toward workforce engagement management? Operational costs – Agents who aren’t invested or lack training, feedback, or coaching tend to be inefficient, ultimately costing your business financially. However, the two main components are Quality Management and Workforce Management.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Playvox

JANUARY 30, 2024

Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching. Yet managers continue to fall short. It also lets supervisors assess and take the necessary action to help with training and coaching. fall in the “engaged” category.

Gamification 79

Gamification Contact Center Coaching Quality management 79

Playvox

FEBRUARY 13, 2023

With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. But quality management is a vital area of your business — it’s what ensures your customers get top-notch service. What Is A Quality Management Program? of their revenue due to bad experiences.

Contact Center 78

Contact Center Quality management Calibration Coaching 78

Playvox

JULY 14, 2023

To ensure your contact center agents spend a vast majority of their time with customers resolving issues and as little time as possible on administrative tasks and after-call work, agents need the right kind of tools, processes, coaching, motivation, and goals in place. How are managers delivering coaching?

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

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

SharpenCX

FEBRUARY 18, 2020

Between meetings with other managers and department heads, you barely have time to answer all the mentions on Slack. But, as a contact center manager, the stakes of your own role are high. Download Now: Grow your management and coaching techniques with 29 key takeaways from your call center manager playbook.

Call Center 84

Call Center Coaching Management Contact Center 84

Beyond Philosophy

JANUARY 28, 2015

Be sure to ask your manager how you are doing and what you can improve at each month’s end. I tried to coach her on saying no in a positive way, but she couldn’t adjust her ways. Ask your manager how long your lunch break is. All attendees will receive a discount code for 50% off the eBook. Request feedback.

Customer emotions 366

Customer emotions Customer centricity Consulting Consulting 366

Playvox

NOVEMBER 1, 2022

A remote work location requires a different mindset from contact center management — and a distinct set of guidelines. Remote work agreements make clear for both agents and managers what the qualifications are for working outside the office and what’s expected of those who do. What Is A Remote Work Policy?

Contact Center 74

Contact Center Schedule adherence Average Handle Time Coaching 74

Playvox

JANUARY 12, 2023

Related Article: 5 Ways Contact Center Managers are Adapting to Remote Work. Leading CX centers rely on world-class quality management and workforce management technologies to provide excellent service and support while improving efficiency and reducing costs. Important KPIs To Track For Remote Agents.

Quality management 69

Quality management Coaching Contact Center Metrics 69

Monet Software

MARCH 26, 2020

We created an eBook, “4 Questions to Answer for a Successful Cloud Move,” which addresses the following four questions we consistently see: What data do I migrate to the cloud? Who will manage my cloud move? Download the eBook for more questions you need to answer for a successful cloud move.

Coaching 71

Coaching outsourcing Strategic Value Enterprise 71

Playvox

DECEMBER 21, 2022

Working with virtual teams of agents in your contact center can sometimes mean you feel disconnected from them — or even worried that you aren’t able to properly manage their performance. For their part, the managers in our study believe they’ve done a good job supporting their remote customer service teams. Motivation.

Contact center software 52

Contact center software Contact Center Coaching Quality management 52

SharpenCX

AUGUST 4, 2021

As a customer service manager, you know how critical it is to deliver the best customer experience. Project #1: Consistently Coach and Train your Agents. Implementing consistent coaching and training for your agents is an essential first step in giving your customer service strategy a jump start.

Customer Service 128

Customer Service Coaching Contact Center Interactive Voice Response 128

Playvox

NOVEMBER 29, 2022

While the issue is not unusual, it’s easier to manage if you have a solid call avoidance policy in place. Related eBook: Creating A Strong Remote Work Policy For Your Contact Center. Reduce Call Avoidance With Coaching And Training. Related Article: Five Coaching Tips For Contact Center Agents that Work.

Contact Center 77

Contact Center Agent burnout Coaching Best practices 77

ClientSuccess

OCTOBER 18, 2022

As the importance of customer success – and the role of customer success managers – has grown over the past few years, more and more responsibility is falling into the laps of CSMs. Managing customer accounts is no longer contained to spearheading implementation and being on call to help customers through issues.

Best practices 72

Best practices Upselling Coaching Accountability 72

Noble Systems

AUGUST 12, 2020

Prior to speech analytics, call center managers would randomly select a number of calls to monitor quality. It allows management to categorize conversations and monitor for specific language that could expose companies to compliance risk and potential litigation. Reduce Compliance Risk and Improve the Consumer Experience.

Analytics 89

Analytics Coaching Call Center Best practices 89

Cisco - Contact Center

SEPTEMBER 17, 2020

This month, we’re introducing enhancements to Webex Experience Management , our cloud-based AI/ML powered experience management solution, that helps businesses understand their customer journeys across all touchpoints in the organization, so they can make improvements resulting in higher customer satisfaction and lower churn.

contact center solutions 130

contact center solutions Contact Center Surveys Enterprise 130

SharpenCX

JUNE 30, 2021

As a contact center manager, much of what you do daily shapes the quality of your service. And if you use a platform like Sharpen’s , you can pair your omnichannel service with training and coaching all in the same platform. Project 2: Create a Compelling Coaching and Training Program (& Make Use of These Resources!).

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

ClientSuccess

FEBRUARY 22, 2019

The role of a customer success manager (CSM) in the SaaS industry has become increasingly complex. In order to deliver the best customer experience possible, customer success managers and leaders should develop the following critical skills: Problem Solving and Resolution. There are always challenges during the customer lifecycle.

Management 58

Management SaaS Coaching Accountability 58

Noble Systems

AUGUST 19, 2020

They can now manage their money wherever and whenever they want. It can more effectively train and coach agents regarding new enterprise systems, as well as new products, and help teach them how to determine which ones are best for helping consumers reach their goals. Banks and other lenders.

Gamification 98

Gamification Banking Enterprise Coaching 98

SharpenCX

JUNE 8, 2021

As a contact center manager, your team is responsible for keeping customers happy. Let me help you make it more manageable with two simple steps: Create CSAT surveys. Watch Next]: Help your agents help your customers through managing your agents performance. Part 2: Set Meaningful and Manageable Goals for your Contact Center.

Customer retention 76

Customer retention Coaching Employee engagement Contact Center 76

SharpenCX

DECEMBER 22, 2020

We’re reviving our Definition Series to explain what good customer service looks like in a successful contact center, all in a few hundred words for the busy manager. Coach your agents in empathy and effective communication skills. But what is good customer service, and how do companies achieve it? What is good customer service?

Customer Service 76

Customer Service Contact Center Coaching Wait times 76

Uniphore

JUNE 16, 2021

Management gets to feel like they’ve given agents the resources they need, while the reality on the ground looks a little more like this…. Microlearning Rather than throwing every piece of knowledge at agents at once, microlearning splits it up into more manageable segments. Emphasis on “try.”) ”) The result?

Contact Center 81

Contact Center Call Center Scripts Coaching 81

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. For the full list of marketing KPIs that can be gamified, download the ebook , Financial Services and Gamification: Building Trust and Revenue.

Gamification 71

Gamification Employee engagement Banking Contact Center 71

Joe Rawlinson

AUGUST 12, 2022

For instance, ask for your prospects’ email addresses to give them full access to your whitepapers or ebooks on project management and the top project workflow management software. Simplify planning, scheduling, and managing your clickable post creation and distribution across social media channels.

Marketing 78

Marketing Advertising Coaching Consulting 78

inmoment

AUGUST 19, 2020

A global senior wealth management firm was able to utilize its CX programs to gather information from up to 150,000 clients annually. This new program launched using greater mobile engagement, text analytics, and case management to close the loop. Looking for a few real life examples of how brands have done this?

Coaching 52

Coaching Surveys Feedback Analytics 52

inmoment

DECEMBER 5, 2019

Our latest eBook, “How to Go Beyond CX Insights and Take Action: 6 Action Steps for Experience Transformation” guides you on everything from feedback to insights, insights to intelligence, intelligence to action, and action to transformation. . 1: Get the right reports. Train your employees efficiently. Use data to empower your staff. .

Feedback 52

Feedback Metrics Coaching Customer Experience 52

Nicereply

AUGUST 3, 2021

Ideally, you’ll have an account manager in addition to a team lead. The account manager is your primary point of contact—the person you call when something is changing, you need to plan for the future, or the team isn’t meeting your goals. The team lead supervises your agents and manages the day-to-day operations.

outsourcing 98

outsourcing Accountability Business Process Outsourcing call center professionals 98

Creative Virtual

JANUARY 4, 2022

I am struggling to manage multiple chatbots across different business divisions or departments. Your first step should be to download the new ebook Conversational AI Issues & Solutions: Transforming Ineffective Chatbot & Virtual Agent Projects.

Virtual Agent 52

Virtual Agent Chatbots Coaching Consulting 52

Playvox

JANUARY 5, 2022

While working from anywhere has its advantages, it also means leaders have the extra challenge of managing contact center agents in multiple locations. But when your agents are scattered across locations, managers have to be diligent about communicating regularly. What is Agent Experience?

Contact Center 72

Contact Center contact center workforce Gamification Coaching 72

JustCall

APRIL 4, 2023

.’ It can include a wide range of topics such as product knowledge, sales techniques, effective communication, objection handling, customer service, and time management. You can create a rich repository of blog posts, ebooks, webinars, and other forms of educational material.

Call Center 52

Call Center Sales Inbound sales Upselling 52

SharpenCX

JUNE 22, 2021

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. Read Next]: 5 Soft Skills Call Center Managers Need to Find Greater Success as a Leader. More autonomy is a good thing in the call center.

Call Center 67

Call Center Coaching Analytics Employee engagement 67

ClientSuccess

AUGUST 24, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. From : Sam Feil , Customer Success Manager. From : Sara Masson , Senior Customer Success Manager. Company : ClientSuccess. Company : Loopio.

Management 40

Management Chief Customer Officer Best practices SaaS 40

teleopti

AUGUST 23, 2019

Ben Willmott at Teleopti advocates the comfortable middle ground using automated Workforce Management to improve agent occupancy and reduce shrinkage. . Download our eBook. In the race to maximise productive agent time, contact centres increase the risk of employee burnout and diminished customer experience. Collaborative working.

Coaching 63

Coaching Morale Best practices Contact Center 63

inmoment

DECEMBER 5, 2019

Our latest eBook, “How to Go Beyond CX Insights and Take Action: 6 Action Steps for Experience Transformation” guides you on everything from feedback to insights, insights to intelligence, intelligence to action, and action to transformation. . 1: Get the right reports. Train your employees efficiently. Use data to empower your staff. .

Feedback 40

Feedback Metrics Coaching Customer Experience 40

Noble Systems

JUNE 30, 2020

According to market research firms, the call center analytics field, especially for speech analytics, is one of the fastest-growing segments in the call center management technology market. Learn more about the business benefits in the ebook , “Learn from Every Customer Conversation: Actionable Insights from Conversations Analytics”.

Analytics 98

Analytics Contact Center Call Center Scripts 98

SharpenCX

JANUARY 15, 2020

Download Now: Get 7 actionable tips to improve coaching and training for better CSAT. Employees boast necessities like excellent benefits (for part-time workers, too), fantastic upper-management, a community of fun and welcoming coworkers, and even flight perks. . The company’s positive reputation holds true with its employees, too.

Airlines 90

Airlines Customer Experience Customer Service Coaching 90