SQM Group
JUNE 10, 2025
Learn More Rewards & Recognition Agent Self-Coaching CX Benchmarking Agent Self-Training Business Case my.SQM™ vs. Competitors Research Research Contact Center Research SQM can measure, track, benchmark, and identify improvement opportunities in your customer service, FCR, NPS, Csat, CX, and employee engagement metrics.
TeleDirect
APRIL 7, 2025
Use Blended Learning Methods Combine online training, classroom sessions, role-playing, and real-time coaching for maximum retention. Develop a Standardized Training Curriculum Create a comprehensive, easy-to-follow training manual that includes scripts, FAQs, escalation protocols, and examples.
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Calabrio
MAY 30, 2025
Supervisors are buried in spreadsheets rather than coaching. Meanwhile, customer expectations are rising, employee burnout is increasing, and talent retention is a constant struggle. Coaching becomes intentional instead of eventual. And, throughout, stronger engagement serves as the engine for consistent growth.
Balto
JULY 14, 2025
AI-Powered Quality Assurance: Auto-QA tools score 100% of interactions and flag coaching opportunities automatically. Omnichannel Customer Engagement: Seamless support across phone, chat, email, SMS, and social media is now essential. This technology not only ensures comprehensive coverage but also accelerates coaching cycles.
Speaker: Dave Hoekstra, Calabrio
The benefits of a strong quality assurance program stretch far beyond the walls of the contact center, but in recent times of remote working, you may be struggling to assess agent performance and keep employees engaged. How can I make coaching as effective when not in person? How can I make conversations personal over video?
BlueOcean
DECEMBER 2, 2024
Your training and coaching programs may be stellar, but you must stress that the number one thing, the real pivot point to providing exceptional experience, is the ability to make an autonomous decision. What role do employee engagement and incentives play in your success?
PeopleMetrics
JUNE 10, 2025
In our employee experience studies, emotional connection with direct managers is one of the strongest predictors of employee engagement and retention, especially for younger generations. When leadership is emotionally distant, employee loyalty suffers, regardless of salary or perks. The takeaway? It’s a fine line.
Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager at SupportLogic
Couple that with a potentially volatile economy and it's clear that organizations must invest in innovative approaches if they want employees who are engaged and informed enough to significantly improve the customer experience and eliminate the high costs associated with agent attrition. How proper coaching can reduce agent burnout.
Speaker: Jim Rembach, President of Call Center Coach
Join us for this insightful webinar with Jim Rembach, President at Call Center Coach, and learn about the one fundamental shift that will drastically improve your contact center's success and open you up to a whole new world of possibilities! You will also learn: The single most profound finding ever on employee engagement.
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