Robert Davis

APRIL 7, 2020

Now that your people are working from home because of COVID-19, how do you keep them engaged? How do you help them balance all of those KPIs when service levels are still suffering? Your supervisors need these people skills that build employee engagement. Can you whisper coach? Can you live monitor?

Contact Center 62

Contact Center Coaching Virtual Agent Employee engagement 62

Playvox

JANUARY 12, 2023

Technologies like quality management or workforce management offer the constant support and feedback needed to deliver the high-quality service that the company expects. And they can help managers “walk the floor” remotely to stay engaged with their teams. Giving Feedback and Recognizing Agent Successes.

Quality management 69

Quality management Coaching Contact Center Metrics 69

Playvox

FEBRUARY 20, 2024

And, while you may think gamification is not necessary to engage and motivate working adults, research published by Harvard Business Review would tell you that gamification works quite well in motivating and engaging employees. And, there is no need to go all out on the types of rewards offered.

Management 88

Management Gamification Calibration Quality management 88

CSM Magazine

JULY 19, 2023

Every week, agents schedule 4,700 breaks and 1,100 holiday requests using Calabrio’s self-service app while team managers utilise the WFM software to arrange 1,700 offline activities such as meetings, 1-2-1 sessions, and ‘return to work’ coaching for example, after parental leave or a career break.

outsourcing 52

outsourcing Coaching Self service Customer centricity 52

Robert C. Davis and Associates

APRIL 7, 2020

Now that your people are working from home because of COVID-19, how do you keep them engaged? How do you help them balance all of those KPIs when service levels are still suffering? Your supervisors need these people skills that build employee engagement. Can you whisper coach? Can you live monitor?

Contact Center 52

Contact Center Coaching Virtual Agent Employee engagement 52

COPC

JUNE 9, 2023

It does not follow the pattern and was likely supposed to be 94% service level but was entered as 54%. Agent Scorecards Now, let’s explore agent scorecards crucial in coaching, development and staff engagement. These scorecards serve as a valuable tool during monthly coaching sessions with agents.

Management 52

Management Coaching Metrics Average Handle Time 52

SharpenCX

JUNE 23, 2021

Service level. Service level is a fundamental metric. Your service level tells you how accessible your contact center is to your customers.It’s a metric that helps you evaluate customer demand and staff appropriately for their needs, and it’s a great place to start when you look at KPIs. Agent turnover rate.

Contact Center 101

Contact Center Abandon rate Management Metrics 101

SharpenCX

JANUARY 21, 2020

Download Now: Get real about coaching with 7 practical tactics to coach and train your agents. Use the following metrics to understand the pain points in your service delivery. Or, with better product feedback loops and user-friendly service that’s convenient for your customers. Service Level.

Metrics 76

Metrics Contact Center Abandon rate Coaching 76

Playvox

FEBRUARY 2, 2022

According to HBR researcher Keith Ferazzi, the total organizational costs of employee turnover range from 100 and 300 percent of the employee’s salary , when recruiting and onboarding are factored in. In short, you need a solid employee engagement program. Preventing Agent Burnout. ENJOYING THIS ARTICLE?

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

Balto

SEPTEMBER 18, 2023

Real-time agent assistance also accelerates the onboarding process and helps managers coach new agents with on-the-job guidance and support. The Evolution of Customer Service Tools Before the introduction of more advanced customer service solutions, contact centers primarily supported customers with in-person interactions.

Interactive Voice Response 52

Interactive Voice Response Scripts Contact Center Coaching 52

Noble Systems

SEPTEMBER 29, 2020

Give employees tools and resources to succeed – Use dynamic data to provide a user experience tailored for each agent, empowering them to reach peak performance through programs that focus on their individual needs, including scheduling, coaching, training, evaluations, and motivation. What are the Benefits of using a WFO Solution?

Management 86

Management Gamification Quality management Schedule adherence 86

SharpenCX

FEBRUARY 10, 2021

The only way to sustain service levels is to learn what’s really happening in your contact center. Here’s how you can use customer service data to inform your decisions and deliver the customer experience your customers beg for this year. Your hold times, your service levels, and your abandon rates all fall into this category.

Contact Center 76

Contact Center Customer Service Metrics Call Center 76

Calltools

DECEMBER 22, 2021

For an extra boost, teams that work for a prize or recognition will realize increased efficiency, improved team dynamics and higher employee engagement. Call Recording / Call Coaching. As part of training, call recordings and call coaching are essential. Dynamic and Service Level. Analyze Feedback.

Contact Center 52

Contact Center Management Interactive Voice Response Coaching 52

Serenova

MAY 29, 2020

Monitor agent calls for coaching opportunities. Monitor interactions to identify exactly where agents are delivering great service while uncovering opportunities for training and coaching. Quality Management for call center recording software and screen recording to effectively monitor, evaluate and coach agents.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

SharpenCX

MAY 16, 2022

And Officervibe’s 2021 State of Employee Engagement report found that 72% of employees think their manager could define clearer goals. Whether an agent is a naturally gifted speaker or someone who needs more coaching and guidance, everyone needs a solid script. Set Clear Expectations. Adopt a Good CRM.

Contact Center 67

Contact Center Scripts Call Center call center software 67

Serenova

MAY 29, 2020

Monitor agent calls for coaching opportunities. Monitor interactions to identify exactly where agents are delivering great service while uncovering opportunities for training and coaching. Quality Management for call center recording software and screen recording to effectively monitor, evaluate and coach agents.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

SharpenCX

MARCH 30, 2021

Does my call center technology allow me to solicit customer feedback? What does your data tell you about where you need to coach and develop your teams? Employee engagement: How engaged are my agents? Does our call center technology offer tools to help predict service levels and keep up with customer expectations?

Call Center 67

Call Center Technology Customer Experience Contact Center 67

Talkdesk

JULY 16, 2019

Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification. Quality assurance reviewers may give feedback based on only one or two recorded calls, which the agent may not see as representative of their overall performance.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Customer Guru

JULY 20, 2018

They align every single employee of the organization with their customer-centric ideas. They understand the importance of employee engagement. Such leaders understand that engaged employees will lead to engaged customers. But only coaching the employees won’t do!

Customer centricity 110

Customer centricity Metrics Coaching Employee engagement 110

Noble Systems

SEPTEMBER 3, 2019

They also allow you to build greater flexibility into the schedule so that you can easily vary start times, break times and end times to satisfy agents while ensuring optimum service levels. Continual feedback lets agents know how well they are performing against their own goals, as well as the rest of the team. Gamification.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53

CSM Magazine

OCTOBER 6, 2021

By implementing changes to Interactive Voice Response (IVR) design, outreach & education and agent training, they expect to reduce defect rate by 40%, resulting in increased customer satisfaction and employee engagement. THE ONE AWARDS WINNERS. The Optimizer – Autodesk. The Globetrotter – Ascensos. The Unifier – PowerSchool.

Analytics 52

Analytics Interactive Voice Response Average Handle Time Employee engagement 52

SmartKarrot

APRIL 18, 2022

Drive employee engagement and a high-performance culture within the teams, ensuring effective performance management, coaching, and development of the teams, and creating an environment where people can excel through accountability, encouragement, and empowerment. Apply here: [link].

Advertising 19

Advertising Customer advocacy Finance Best practices 19

Fonolo

NOVEMBER 17, 2020

To achieve that within a remote or hybrid work environment, we’re going to see more contact centers reach for a cloud-based technology that drives camaraderie, increases visibility, allows supervisors to coach from anywhere, and enables agents to self-manage.” Keeping employees motivated is a challenge in every industry.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

SmartKarrot

NOVEMBER 20, 2020

Role: VP of Customer Success Location: Santa Clara, CA, US Organization: Cloudinary As a VP of Customer Success, you will be responsible for leading, expanding, and mentoring the Customer Success teams through strategy and Objectives and Key Results (OKRs) along with hiring, coaching, and developing a world-class team.

Customer advocacy 10

Customer advocacy Coaching Government Consulting 10

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Tap this knowledge base to better understand employee views. When listening to the voice of the customer, remember to include and share the positive feedback. Acting on negative feedback will strengthen customer engagement and sharing and acting on positive feedback will strengthen employee engagement.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

Integrity Solutions

SEPTEMBER 2, 2021

Brand reputation can take years to recover, customer lifetime value can quickly drop, and a vicious cycle where a company tries to save money by cutting back on customer service training can makes service levels plummet even further. You could even start losing some of your best and brightest employees.

Customer centricity 75

Customer centricity Coaching Sales Employee engagement 75