Noble Systems

FEBRUARY 4, 2019

Employees like feedback – formal and informal, personalized, meaningful feedback that will help them become more successful at their job. The typical cadence of the annual and even semi-annual performance review just is not frequent enough for most employees, especially millennials. Improves employee morale.

Gamification 62

Gamification Feedback Morale Employee engagement 62

CX Journey

JULY 13, 2017

Image courtesy of Pixabay Why is it so difficult to understand what employee engagement is all about? It's great that there's an ongoing spotlight on employee engagement because it's still at an all-time low. It's great that there's an ongoing spotlight on employee engagement because it's still at an all-time low.

Employee engagement 51

Employee engagement Airlines Coaching Morale 51

Noble Systems

FEBRUARY 4, 2019

Employees like feedback – formal and informal, personalized, meaningful feedback that will help them become more successful at their job. The typical cadence of the annual and even semi-annual performance review just is not frequent enough for most employees, especially millennials. Improves employee morale.

Gamification 47

Gamification Feedback Morale Employee engagement 47

Playvox

APRIL 4, 2023

Ticket volumes and customer feedback are way up in the last few years. To keep turnover under control, you have to make sure your managers are trained to keep engagement up and morale high. Gallup reports that low-effort managers engaging in “quiet firing” is a big issue.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Playvox

FEBRUARY 20, 2024

The Playvox WFM solution has made a significant impact on our ability to scale our customer operations team and gives our agents a morale boost as they now know their schedules will be accurate. By applying scores and prizes to your employees’ everyday tasks, you can make work feel more enjoyable and increase employee engagement.

Management 88

Management Gamification Calibration Quality management 88

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. . Making Training Engaging. Training is integral for providing a good customer experience, but it’s just as important in helping employee morale and engagement. they move on to a competitor.

Contact Center 128

Contact Center Customer Service Employee engagement Coaching 128

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

Fonolo

MAY 27, 2021

Employee feedback is critical for businesses who want to understand their employees’ opinions and attitudes towards work, and improve their business policies and processes. Measuring engagement through surveys allows for employees to feel heard. That’s why agent engagement surveys are so important.

Call Center 136

Call Center Surveys Coaching Best practices 136

Fonolo

AUGUST 17, 2021

Ask agents for feedback, resolve issues, monitor performance, and take active steps to boost morale in the office. Employee engagement is necessary for improved productivity. From seminars and videos to group training and one-on-one coaching sessions, there is no excuse to slack on agent training.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

BlueOcean

OCTOBER 4, 2021

So much of employee engagement depends upon the employee’s understanding of how critical their individual role is to the success of the team. Making sure everyone is on the same page—from the agents to the coaches to managers to the client—is key to ensuring we don’t sacrifice quality. Providing Agent Feedback.

Customer Experience 77

Customer Experience Coaching B2C Customer Care 77

Fonolo

JUNE 9, 2020

According to SQM group , the average call center has an FCR of 72%, which means that 28% of calls require a follow-up engagement. Gathering feedback from customers has become an industry standard for contact centers. Qualitative Data – Provides information that must be interpreted (feedback, observations, etc.).

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

Playvox

MARCH 27, 2023

This approach can make training more engaging and enjoyable, which can lead to better retention and application of the learned skills. Additionally, agents can benefit from coaching and mentoring programs that provide ongoing feedback and guidance to help them improve their performance.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

BlueOcean

OCTOBER 4, 2021

So much of employee engagement depends upon the employee’s understanding of how critical their individual role is to the success of the team. Making sure everyone is on the same page—from the agents to the coaches to managers to the client—is key to ensuring we don’t sacrifice quality. Providing Agent Feedback.

Customer Experience 62

Customer Experience Coaching B2C Customer Care 62

SharpenCX

APRIL 14, 2020

Boosting FCR: Improve FCR with agent training, coaching, and empowerment. When you provide your employees with the best tools and train them well, they can answer questions without additional assistance. Download Now: 7 Ways to Improve your Coaching Skills to Impact Agent Performance. Higher employee satisfaction.

Metrics 84

Metrics Customer Service Employee engagement Morale 84

Noble Systems

SEPTEMBER 8, 2020

Training and coaching to deliver the highest level of customer service. Training and coaching have never been more vital to success. Many companies are turning to gamification to effectively build knowledge, develop new skills, and motivate employees to align with changing customer needs. We are all learning as we go.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

Playvox

MARCH 12, 2023

Use your leadership foundation to engage with agents about their metrics, where they’re excelling, and how they can improve. Ongoing feedback is crucial to ensuring that customer support teams are consistently giving exceptional CX. Showing that you care goes a long way in helping boost team morale and, as a result, performance.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

Monet Software

APRIL 24, 2020

Unfortunately, working from home can also have a negative impact on morale and providing an exceptional customer experience. This will usually include formal QM training sessions, upskilling coursework and micro-coaching. Early on, however, managers should be especially sensitive to how QM and performance feedback is delivered.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

Monet Software

NOVEMBER 6, 2019

As a manager, you are in the perfect position to implement modern solutions to improve morale in your call center. Workforce engagement management, a relatively new term in the market, combines solutions that help drive employee engagement through listening to the voice of your employee.

Call Center 54

Call Center Schedule adherence Management call center workforce 54

Etech GS

MARCH 9, 2020

When an employee quits, there’s always the question of how other workers will make up for their absence. More often than not, being understaffed negatively impacts the productivity of your remaining employees. This can decrease company morale. It’s important for your team to know how much you care.

Morale 52

Morale Coaching Construction Advertising 52

Etech GS

MARCH 9, 2020

When an employee quits, there’s always the question of how other workers will make up for their absence. More often than not, being understaffed negatively impacts the productivity of your remaining employees. This can decrease company morale. It’s important for your team to know how much you care.

Morale 52

Morale Coaching Construction Advertising 52

SharpenCX

JUNE 23, 2021

If you’ve got agents pausing interactions a lot, you may have some coaching to do. You suffer from high costs to hire and train new employees, inconsistent service, staffing shortages, low team and agent morale, the list goes on (and on). Agents seek clear priorities, direction and feedback from their managers.

Contact Center 101

Contact Center Abandon rate Management Metrics 101

CSR Inc.

JULY 17, 2016

While I agree with the gist of the article about ways in which technology can positively impact the call center workplace (some are common talking points for me as well), I want to focus on two in particular that inevitably come up in discussions with call center managers: gamification and coaching/feedback.

Call Center 48

Call Center Technology Gamification Coaching 48

Calltools

AUGUST 7, 2019

It’s like a football coach playing footage to a team. When you have a strong example, it’s difficult for the person to become hostile or ignore your feedback. Recording sales calls makes it possible for you to provide examples during training feedback sessions. When you don’t have a record, the person might disagree with you.

Sales 40

Sales Morale Employee engagement Metrics 40

SharpenCX

OCTOBER 8, 2019

Employee Engagement. Here, we step beyond employee engagement and look at this category as your agents’ holistic experience. Then, eliminate specific pain points in their experience and coach for empowerment. Tailor their coaching and in-line training to address issues specific to each agent.

Coaching 59

Coaching Average Handle Time Metrics Customer Experience 59

CSM Magazine

OCTOBER 9, 2019

The third post in our Customer Service Week series by Samantha Saunders examines the importance of employee engagement and recognition. The report states that “employees are highly accurate in their assessments of customer satisfaction and the quality of their company’s service delivery.

Brand ambassadors 45

Brand ambassadors Airlines Morale Government 45

SharpenCX

OCTOBER 8, 2019

Employee Engagement. Here, we step beyond employee engagement and look at this category as your agents’ holistic experience. Then, eliminate specific pain points in their experience and coach for empowerment. Tailor their coaching and in-line training to address issues specific to each agent.

Coaching 52

Coaching Average Handle Time Metrics Customer Experience 52

CSM Magazine

JANUARY 20, 2020

You will get the feedback you need to succeed. The best managers also say, “Let’s talk about your progress,” and not “Let me give you some feedback.” Most employees are astounded when their managers ask this question and reply, “What?” Each employee has untapped potential for great ideas. 10 Phrases from Good Managers.

Management 52

Management Coaching Morale Employee engagement 52

Call Experts

DECEMBER 28, 2018

Compensation is not the only way to keep employees happy with their job. . Secure more return for your brand by improving employee engagement, and use the culture of your organization to drive customer satisfaction. Be strategic about how to make your employees feel a sense of purpose. Modify Your Interview Process.

outsourcing 56

outsourcing Call Center Answering services Employee engagement 56

Skybridge

NOVEMBER 6, 2020

Not a week goes by that I don’t find myself in a conversation with a company leader who is sincerely struggling to keep their at-home employees engaged, enthusiastic, and productive at work right now. And in this virtual environment, new challenges and complexities have inundated already strained levels of engagement.

Morale 40

Morale Coaching Customer Care Employee engagement 40

Integrity Solutions

JUNE 29, 2018

Sales Effectiveness Often Starts by Understanding Why Your Sales Managers Still Aren’t Coaching Their Teams. It’s about sales coaching- and sales effectiveness. Seventy-six percent of the respondents told us that coaching their salespeople is strategically important to achieving their targets this year.

Sales 43

Sales Management Coaching Morale 43

Noble Systems

SEPTEMBER 3, 2019

Advanced solutions offer post call and real-time speech analytics to provide feedback, assist agents with calls, identify areas for improvement and give kudos to top performers. Continual feedback lets agents know how well they are performing against their own goals, as well as the rest of the team. Infrequent feedback.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53

Russel Lolacher

JANUARY 8, 2022

In episode three of Relationships at Work, I chat with Kate Nasser , author and People-Skills Coach, as we look at identifying negativity in the workplace and how to address it for ourselves and for our organization. She’s an author and her book is called Leading Morale: The People Skills to Stop Negativity and Ignite Contributions.

Construction 52

Construction Coaching Morale Personalization 52

JustCall

DECEMBER 1, 2022

Provide Regular Feedback And Coaching. Feedback is necessary to ensure that the agents focus on the right goals for success. Customer Experience Analysis to see the overall performance Employee engagement tools to facilitate better connections and participation.

Call Center 52

Call Center Management Agent burnout Scripts 52

Netomi

JANUARY 5, 2022

A former CEO group leader, and executive coach with the world’s largest chief executive organization, David has worked with thousands of CEOs and business leaders on their business brand, customer experience, and competitive advantages. Kate Nasser, The People Skills Coach and founder/president CAS, Inc. Kate Nasser.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Fenero

SEPTEMBER 15, 2018

So how exactly do the best of call centers achieve high levels of agent engagement and retention? Craving and holding on to straight productivity metrics is probably the easiest way to malign employee morale and retention. Regular rewards boost employee morale and make them feel valued and important in the organization.

Call Center 13

Call Center Morale virtual call center Metrics 13

Russel Lolacher

JUNE 13, 2022

So folks will come and shop in their stores, you want that feedback, how was your experience all that good stuff, right? And then they had another team who surveys those employees at those stores, right. I’ve seen this happen in many clients that I work with, but one in particular stands out. And finding that common focus.

Coaching 59

Coaching Engineering Personalization Feedback 59

Fenero

JANUARY 20, 2019

So how exactly do the best of call centers achieve high levels of agent engagement and retention? Craving and holding on to straight productivity metrics is probably the easiest way to malign employee morale and retention. Regular rewards boost employee morale and make them feel valued and important in the organization.

Call Center 8

Call Center Morale Automotive Metrics 8