Coaching eBook Quality management Tools 
SharpenCX
MARCH 25, 2021
But how can you effectively coach and improve the performance of a dispersed workforce? And, what tools exist out there to help you? Ramping up quality management in your call center is crucial to keeping performance high and teams operating in sync, no matter where they’re working.
Playvox
JANUARY 25, 2024
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. It’s also sometimes referred to as quality assurance.
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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.
Playvox
JANUARY 12, 2023
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. The Playvox study found 68% of agents working remotely 31-40 hours per week and most managers (64%) working remotely five or more days per week.
Playvox
DECEMBER 21, 2022
Connection through tools like Slack. Agents who thought their contact centers had some improvements to make with regard to remote work say they wish they had: Frequent check-ins and more availability from managers. Performance And Quality Management. Related eBook: 9 Contact Center Metrics Essential for Success.
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.
Playvox
OCTOBER 12, 2022
According to the Playvox research findings, managers and customer service agents agree that better communication equals better engagement. When training remote contact center agents by video, record the calls so agents can watch them again later for clarity or to reinforce coaching. Communicate More Often Than You Think You Should.
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