The Northridge Group

APRIL 15, 2024

In our 3-part series: People, Process, & Technology — and the Intersection of AI, we have asked industry leaders in technology, people and process management to explain what AI is, what it isn’t, and how it can be a benefit (and a curse) in each area. It means your supervisors must be talking to their team regularly.

Technology 122

Technology Brand ambassadors Contact Center Multichannel 122

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Meet Our Panel of HR Professionals & Hiring Managers: · Maksym Babych. Pratibha Vuppuluri. Alexander M.

Management 207

Management Customer Service Consulting Consulting 207

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Meet Our Panel of HR Professionals & Hiring Managers: · Maksym Babych. Pratibha Vuppuluri. Alexander M.

Management 182

Management Customer Service Consulting Consulting 182

CSM Magazine

JULY 25, 2019

To significantly improve team performance, coaching offers a new role for today’s managers. Good coaching requires day to day engagement with employees to give assistance as needed. Few managers do this well. Coaching Team Performance Gains. Firstly, coaching takes place as the need arises.

Coaching 40

Coaching Feedback Education Management 40

Andrew Mcfarland

SEPTEMBER 24, 2022

To get project management experience, you can take on side projects, pursue a certification program, or take on a mentorship. You can also pursue a project management degree to enhance your skills further. Because project management is a good career choice , we’re going to discuss a couple of ways to get experience.

Management 62

Management Education Coaching Engineering 62

Taylor Reach Group

APRIL 23, 2021

When your contact center manager leaves, or you create a new management position, you should always look for a long-term replacement, right? While a long-term replacement is often the right move, sometimes it’s better to transition with an interim manager. Why not simply hire the long-term manager right away?

Contact Center 123

Contact Center Management Consulting Consulting 123

Andrew Mcfarland

SEPTEMBER 25, 2022

To get experience in project management, you can take on side projects, pursue a certification program, or take on a mentorship. You can also pursue a project management degree to enhance your skills further. For example, building an app can provide valuable project management experience if you’re a software engineer.

Management 62

Management Education Coaching Engineering 62

CCNG

MAY 27, 2021

Employee retention and engagement Onboarding and Training Performance Management Workforce Management workforce Optimization Quality Assurance Knowledge Management Agent Motivation, recognition, and gamification Idea Generator – Sounding Board You have a problem and do not know where to start?

Consulting 195

Consulting Consulting Contact Center Gamification 195

Nicereply

MARCH 14, 2023

Being a support manager is a demanding job that requires constant learning. These 17 books contain critical lessons that every support manager will benefit from. Every customer support manager has a busy life. Priorities are constantly competing. But one should stand strong among all the others: to keep on learning.

Management 98

Management Call Center Metrics Entertainment 98

COPC

MAY 23, 2023

’s Employee Engagement Research uncovered a crucial takeaway for effective team leadership in the contact center industry: the power of education and skill building. According to Harte Hanks , team leader training is more effective with coaching, usually from their direct manager. Enabling Team Leader Success COPC Inc.’s

Contact Center 88

Contact Center Employee engagement Coaching Benchmark 88

Integrity Solutions

OCTOBER 23, 2023

You don’t have to educate them as much now. Buyers are more educated, they’ve done the research, they’ve compared solutions. This can also become a blind spot for sales managers and recruiters when they’re considering people for promotions or open positions. That energy transfers.

Sales 114

Sales Coaching Education Feedback 114

Customer Service Life

OCTOBER 13, 2020

I recently wrote an article about a new quality process where I coached my team without showing them a score. So far it’s going great and the team has been receptive to the coaching. And furthermore, the team I was managing expected me to lead by example and show them the way they were to treat customers.

Accountability 182

Accountability Customer Service Coaching Contact Center 182

Expivia

DECEMBER 7, 2020

Each Supervisor has their own preferred ways of coaching, and finding their personal methods will be a process during your first few months as a Supervisor. In regards to coaching, what can be the most beneficial tool is being completely transparent with your reps. This allows you to see what coaching approach you should take.

Coaching 89

Coaching Education Morale Feedback 89

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

SharpenCX

AUGUST 11, 2020

Editor’s Note: This post is brought to you by a new contributor, Hiba Amin, from our friends over at Soapbox – a solution that empowers over 100,000 managers to lead high-performing teams. Give the team an education budget. Enter the education budget. What is an education budget? Coach agents on an ongoing basis.

Customer Service 67

Customer Service Coaching Education Construction 67

Playvox

MAY 26, 2021

Emphasize Educating, Not Selling. However, smart contact center leaders won’t emphasize selling, but rather educating. The emphasis should be on customer education rather than hard-selling. As Jessica Albrecht, Customer Experience Manager at Rhone says, “We don’t ever want to be pushy with sales.

Upselling 92

Upselling Education Contact Center Coaching 92

Callminer

JUNE 3, 2019

Let’s run through some of the triggers that send employees running in the other direction and how managers can help stop the cycle: Poor feedback is stunting agent growth. This holds especially true for call center agents who interact with thousands of customers per month, but only receive feedback on < 5% of these conversations.

Best practices 140

Best practices Average Handle Time Analytics Coaching 140

Callminer

AUGUST 1, 2017

Coping with unanticipated upticks in demand, staff turnover, and other common call center challenges only further complicate matters for managers working to create an efficient, productive, and effective team. Vincent Nero is the VP General Manager of Successories. Source: Human Resource Management; Issue: 51(4); 2012; Pages 535-548.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

SharpenCX

OCTOBER 13, 2021

Trend One: Stay Agile with Remote Workforce Management. Lay down the foundation for better remote management in your contact center. >> Watch Next: Managing a (Suddenly) Remote Contact Center with Efficiency. But it’s nearly impossible to manage a virtual contact center without the right technology to support your team.

Contact Center 128

Contact Center Technology Coaching Analytics 128

Nicereply

JANUARY 11, 2023

Think of it as a feedback loop that takes customer input and channels it back into your decision-making process to improve the customer experience. Coaching services. With VoC feedback, coaching businesses can uncover key insights into what clients are looking for and how they feel about their experience.

Education 52

Education Feedback Coaching Surveys 52

Blueship Call Center

OCTOBER 9, 2023

These steps, such as putting a quality assurance policy into place and seeking out candid client feedback, can assist in creating a smooth customer journey from the prospect stage through the post-sale stage. Often, when businesses strive to improve their performance management systems, they are motivated by the company’s bottom line.

outsourcing 75

outsourcing Call Center Customer Care Coaching 75

Tethr

MAY 28, 2020

They should be educated on how to provide a low-effort experience, the significance of customer loyalty and all the selling points against your industry’s top competitors. Give them continuous feedback. Consistently monitor rep performance and give them the feedback they need to improve. Clarify best practices.

Call Center 75

Call Center Coaching call center software Education 75

SharpenCX

FEBRUARY 4, 2020

Download Now: Master your manager skill set with 29 tactics and strategies to better coach agents. Hard skills are often gained through education or specific training. These are skills like time management and organization, oral and written communication skills, or the willingness to collaborate. Ok, let me backup.

Call Center 84

Call Center Management Coaching Contact Center 84

ChurnZero

JUNE 25, 2021

Customer Success is an emerging industry, and so it’s understandable that there’s some confusion around how it differs from the longer-standing functions of Customer Support, Account Management, and Professional Services. There are Customer Success Associates, Customer Managers, Directors, and so on.

Accountability 52

Accountability Customer Support Management Consulting 52

SharpenCX

MAY 12, 2020

Download Now: Help your agents get the hang of working in a call center with these 29 coaching techniques and facts. . It can be easy for managers to unintentionally push the “fake it till you make it” mentality. Product and services education should be a priority for training a new customer service rep.

Contact Center 128

Contact Center Customer Service Employee engagement Coaching 128

ChurnZero

MAY 3, 2022

SuccessHACKER is a CS advisory firm with a mission to inspire, educate and empower the people who power the CS economy. Customer Success managers are beginning to realize there is no ‘easy’ button,” says the SuccessCOACHING team, the training arm of SuccessHACKER. But wait: there’s more (online education).

Journey mapping 98

Journey mapping Customer centricity SaaS Education 98

NICE inContact

APRIL 13, 2016

Luckily, there are countless solutions available to contact center managers today to help improve productivity, performance and overall customer experience. Managers are able to break down the calls being recorded and filter out data that is relevant at the time (i.e. Are you scheduling the right agents at the right time?

Contact Center 69

Contact Center Management At home agents Coaching 69

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

Expivia

MAY 9, 2021

Well-managed customer expectations. Whether it’s a separate team or part of the management team’s job description depends on the size of your call center. You want to educate your associates on all of these. It should all be trained, educated, and roleplayed. Appropriate speaking speed. The right language. Good rapport.

Call Center 98

Call Center Education call center association Analytics 98

Tethr

FEBRUARY 13, 2020

If so, you probably either have experience managing call center agents or you are one. Nothing sets up a new hire for failure like a manager who drops their rep in a booth and leaves them to fend for themselves. Don’t skimp out on educational programs to provide support for those that need it. Feedback is king.

Call Center 83

Call Center Coaching call center software Benchmark 83

Serenova

MAY 13, 2020

This is when quality management becomes essential. Quality management is a key contributor to boosting the customer experience because it pinpoints where your team is doing well, as well as areas for improvement. Before recording and analyzing any calls, clearly document the goals of your quality management program.

Contact Center 75

Contact Center Calibration Quality management Coaching 75

SharpenCX

DECEMBER 2, 2020

How can we improve your training and coaching? Bulk up your knowledge management resources so agents have access to SOPs and common customer questions. Set conditions and monitor customer conversations for trigger words like “cancel,” so managers and supervisors can jump in and lend a helping hand in-the-moment.

Call Center 128

Call Center Customer Service Contact Center Metrics 128

SharpenCX

SEPTEMBER 8, 2021

You spend more time searching for and hiring new agents than taking time to actually manage your contact center and improve your team’s performance. The coaching company Braverly found that new hires leave companies when they feel they have unrealistic expectations. Provide Space for Learning, Discussion, Questions, and Feedback .

Call Center 128

Call Center Coaching Feedback Contact Center 128

Calltools

NOVEMBER 24, 2021

Real-time call monitoring means managers, or more experienced agents, listen in on a call as it occurs. This can be combined with other tools, such as call whispering or call coaching, to provide real-time training. In addition to helping agents , call monitoring can help managers and customers too. Call Monitoring for Managers.

Contact Center 52

Contact Center Coaching Feedback Call Center 52

24-7 InTouch

APRIL 25, 2023

Education : It’s essential to educate managers and employees about neurodiversity and the various conditions that fall under this category. This education can help reduce stigma and increase awareness and understanding of the strengths and challenges of neurodivergent individuals.

Education 52

Education Coaching Feedback Management 52

CSM Magazine

DECEMBER 29, 2022

Today, company managers are looking for various strategies and tactics to get their employees working together as a group to achieve mutual business goals successfully. This keeps everyone up to date, especially company managers, and ensures the productivity of the whole team.

Education 52

Education Coaching Employee engagement Enterprise 52

NobelBiz

MARCH 19, 2024

Multi-conditional alerts further enhance the capability to identify and address complex scenarios promptly, ensuring agility and responsiveness in managing customer interactions. Brad Dashnaw is the CEO of one of the top companies in the Digital Marketing space for Higher Education and Automotive Companies with over 4,000+ succesful clients.

Call Center 59

Call Center Average Handle Time Abandon Call Contact Center 59