SharpenCX

JUNE 23, 2021

You need powerful analytics to monitor, measure, and manage your agents and your interaction data during the day. It can be hard to manage. So, start with KPIs to shape your performance management and build a plan to reach your goals. Did you and your WFM managers staff your call center appropriately? Call Quality.

Contact Center 101

Contact Center Abandon rate Management Metrics 101

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

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

SharpenCX

APRIL 8, 2020

So how can you, manager, use call center management best practices to better configure call queues and improve customer outcomes? Apply call center management best practices to your interaction queues to fix gaps in your customer journey – like queues overflowing with customers o n hold. The answer lies in simplicity.

Best practices 84

Best practices Call Center Interactive Voice Response Customer Experience 84

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. Calling their own phone, family, friends or handling personal issues when making outbound calls. Taking unnecessary, unauthorized, or excessive personal break time. Customer Rage And Pandemic Rage. Listen to the employee.

Contact Center 77

Contact Center Agent burnout Coaching Best practices 77

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

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

SharpenCX

MARCH 10, 2020

You go through training, get coached to use the company software, and learn to de-escalate situations with angry customers. And after a year of dedication, you’re promoted to manager of your call center. Download Now: Improve how you coach and train agents with 29 facts and techniques for managers. Sound familiar?

Call Center 67

Call Center Management Coaching Metrics 67

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

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

MARCH 4, 2020

This fleeting access to memory is why in-the-moment coaching is so impactful. Download Now: Get real about coaching and training your agents with these 7 techniques. A typical call center coaches and trains agents in a few different ways. And, they cram months (and months) of feedback into a single coaching session.

Call Center 84

Call Center Feedback Coaching Average Handle Time 84

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 123

contact center solutions Contact Center Surveys Enterprise 123

ClientSuccess

FEBRUARY 22, 2019

The role of a customer success manager (CSM) in the SaaS industry has become increasingly complex. While working with customers takes a certain type of person with a certain temperament, there are also specific skills CSMs must work on and develop in order to be successful. There are always challenges during the customer lifecycle.

Management 58

Management SaaS Coaching Accountability 58

Noble Systems

FEBRUARY 10, 2021

They include: higher expectations of agents, a demand for multiple communication channels, and a more personalized and consistent experience. To help agents level-up their skills, many contact centers are turning to gamification for everything from new hire on-boarding and coaching to perpetual training and development.

Contact Center 98

Contact Center Gamification Self service Analytics 98

Noble Systems

AUGUST 19, 2020

Three main factors are driving digital transformation in the financial services sector – smart devices that are enabling an interconnected world, millennials and other tech-savvy employees and consumers, and ever-changing demands for consistent and personalized experiences with brands. Banks and other lenders.

Gamification 98

Gamification Banking Enterprise Coaching 98

Nicereply

AUGUST 3, 2021

When you start working with an outsourcer, you need one key contact person—ideally someone who really gets your company. This person should be experienced, responsive, and an excellent communicator. Ideally, you’ll have an account manager in addition to a team lead. Some outsourcers don’t offer any account management.

outsourcing 98

outsourcing Accountability Business Process Outsourcing call center professionals 98

Playvox

DECEMBER 13, 2022

During my career in workforce management, call avoidance was always an issue — regardless of the location of the business, the nature of the business, or the location of the agent. Calling their own phone, family, or friends or handling personal issues when doing “outbound” work. Claiming IT issues with their systems.

Contact Center 84

Contact Center Agent burnout Quality management contact center solutions 84

Creative Virtual

JANUARY 4, 2022

The most common personal resolutions are focused on being healthier – exercising more, eating better, improving fitness, losing weight, stopping smoking. I am struggling to manage multiple chatbots across different business divisions or departments. By Mandy Reed, Global Head of Marketing.

Virtual Agent 52

Virtual Agent Chatbots Coaching Consulting 52

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

Playvox

MAY 4, 2023

When you’re integrating several digital channels, you need a good workforce management solution to lower handle times and provide more accurate forecasting data and capabilities across all channels. Taking it a step further, you also need a solution that takes a digital-first approach to quality management.

Contact Center 52

Contact Center contact center solutions Multichannel Average Handle Time 52

ChurnZero

NOVEMBER 9, 2021

Personalize Your SaaS Customer Experience. If you can personalize your interactions with your customers, you’re well on your way to improving the customer experience. There are a couple of tried-and-true ways to go about personalizing the SaaS customer experience. Give Your Customers a Voice.

SaaS 97

SaaS Customer Experience Surveys Customer retention 97

Playvox

FEBRUARY 1, 2024

In digital customer communication, we lose the benefit of eye contact, tone of voice, body language, and other cues we use during in-person dialog. I waited five minutes to talk to a live person. Without the benefit of in-person interactions, how do you “read the customer” in online messages, text, and chats?

Contact Center 93

Contact Center Best practices Surveys Feedback 93

CrazyCall

APRIL 9, 2019

Personal website. Before joining Salesforce she spent decades in various sales and leadership positions, managing both start-up and Fortune 500 sales organizations, including Gartner. Personal website. Personal website. If the sales process does get stalled out, the only person who loses is you. ”. Jill Konrath.

Sales 133

Sales Consulting Consulting Coaching 133

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

aircall

NOVEMBER 21, 2022

If you’re a part of a sales and support team, it’s likely that you’ve experienced the pain and time wasted when it comes to managing prospect or customer calls. . In addition, the Activity Feed enables you to track and manage your team’s call activity and coach them in real-time all from within the Aircall dashboard.

CRM 62

CRM Wait times Consulting Consulting 62

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

Noble Systems

MAY 11, 2021

The personal computer propelled speech recognition in the 1990s, which is when BellSouth introduced its voice portal, VAL. Businesses in a variety of industries rely on ASR to direct callers to the right department or person through an IVR system. This helps management train and coach to ultimately mitigate compliance risk.

Analytics 52

Analytics Interactive Voice Response Coaching Self service 52

SharpenCX

JUNE 10, 2021

So you, manager, have to highlight the good and acknowledge the bad. As a manager, you get the opportunity to highlight the beauty of this powerful career. 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.

Morale 67

Morale Call Center Contact Center Coaching 67

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. . Personally, I’m ready to book a flight just for these fun perks.

Airlines 90

Airlines Customer Experience Customer Service Coaching 90

Playvox

DECEMBER 5, 2022

Not only did these audits assist managers in spotting avoidance techniques and behaviors, but they also allowed the agents that were diligently working to get the praise they may not have received otherwise. Example: Calling their own phone, family, or friends or handling personal issues when making outbound calls.

Contact Center 52

Contact Center Average Handle Time Management Coaching 52

ClientSuccess

SEPTEMBER 19, 2019

The role of a customer success manager (CSM) in the SaaS industry has become increasingly complex. While working with customers takes a certain type of person with a certain temperament, there are also specific skills CSMs must work on and develop in order to be successful. . Problem Solving and Resolution. Level Headedness.

SaaS 54

SaaS Coaching Accountability Sales 54

ChurnZero

NOVEMBER 9, 2021

Personalize Your SaaS Customer Experience First and foremost, your customers want to feel like the people they are, not just another number in your system. If you can personalize your interactions with your customers, you’re well on your way to improving the customer experience.

SaaS 52

SaaS Customer Experience Surveys Customer retention 52

Playvox

OCTOBER 27, 2021

And to ensure those recommendations are personalized and relevant, provide agents with customer purchase and interaction history. Including sales behaviors in your quality monitoring improves agent performance through coaching. Do we need a system to help motivate agents and manage incentives? ENJOYING THIS ARTICLE?

Upselling 52

Upselling Contact Center Best practices Sales 52

Russel Lolacher

JUNE 19, 2022

In this episode of Relationships at Work, Russel chats with management consultant, executive coach and speaker Liz Kislik on the importance of compassion in the workplace. Free ebook : How to Resolve Interpersonal Conflicts in the Workplace. Connect with Liz on her platforms: Liz’s Website. Workplace Wisdom Blog.

Coaching 98

Coaching Personalization Consulting Consulting 98

Noble Systems

MARCH 19, 2021

This is especially true for managing customer contacts, which, while vital to growing a business, can have negative impacts if not done well. These teams can benefit greatly from call center solutions for small business that can help them manage customer contacts and improve SMB customer service delivery. Call Center Software for SMB.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

NobelBiz

MAY 16, 2023

The infrastructure, software, and hardware are hosted and managed by a third-party service provider rather than being maintained on-site by the company. Agents can access customer information and support tools through a web-based interface, enabling them to provide efficient and personalized support.

Contact Center 52

Contact Center Customer Service Interactive Voice Response contact center solutions 52