SharpenCX

OCTOBER 27, 2021

They keep employees engaged and productive . When Centricity first moved to a work-from-home model in 2020, they had to stray from their traditional management style. They couldn’t walk the contact center floor and listen to snippets of calls. They couldn’t have in-person coaching conversations. What’s more?

Analytics 128

Analytics Coaching Contact Center Metrics 128

SharpenCX

JUNE 23, 2021

You need powerful analytics to monitor, measure, and manage your agents and your interaction data during the day. It can be hard to manage. So, start with KPIs to shape your performance management and build a plan to reach your goals. Did you and your WFM managers staff your call center appropriately?

Contact Center 101

Contact Center Abandon rate Management Metrics 101

SoliCall

AUGUST 2, 2023

2 – Performance Feedback and Coaching. Regularly evaluate their performance and provide individual coaching sessions to address areas of improvement. Set clear performance metrics and key performance indicators (KPIs) that align with your call center’s objectives. 3- Clear Performance Metrics.

Call Center 52

Call Center First call resolution Construction call center software 52

Noble Systems

JUNE 2, 2020

Sophisticated technologies and call center management software solutions have become increasingly important in helping companies provide consistently great experiences for their contact center customers. Contact center management automation can help companies target a number of critical initiatives to overall performance.

Call Center 80

Call Center Management Contact Center First call resolution 80

Fonolo

FEBRUARY 11, 2021

Most call centers track industry-standard metrics, such as Average Hold Time (AHT), Abandonment Rate, and First Call Resolution (FCR). The Complete Guide to Call Center Metrics. Put the focus on employee engagement and find out what would make them happier in their daily work.

Call Center 141

Call Center Abandon rate Coaching First call resolution 141

Fonolo

AUGUST 17, 2021

Customers want a pleasant phone experience, but not as much as they want a quick and easy call resolution. The Contact Center Guide to Managing Spikes in Call Volume. Luckily, a successful call center is within reach. Call center performance doesn’t only rest on your agents’ shoulders. But it’s not enough.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

Serenova

AUGUST 25, 2020

For this reason, workforce management has become a core focus of discussion amongst leaders looking to take their contact centers to the next level. However, a recent study highlighted that more than 69% of businesses still have no cross-channel workforce management solution in place. What is Workforce Management?

Contact Center 81

Contact Center Schedule adherence Management Coaching 81

Fonolo

JUNE 9, 2020

One of the most challenging aspects of running a contact center is managing your team. The first rule of business performance management: don’t make decisions blindly. First Call Resolution (FCR). In an ideal scenario, customers will only need to call your support center once to have their issue resolved.

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

Callminer

JULY 23, 2019

Lack of Confidence: Some managers are great at meeting metrics and making schedules. Tools like interaction analytics can help call center managers identify relevant issues and deliver precise, targeted feedback to agents and have a more direct impact on metrics like call handling time. Does it really matter?

Best practices 140

Best practices Feedback Call Center Coaching 140

Serenova

AUGUST 25, 2020

For this reason, workforce management has become a core focus of discussion amongst leaders looking to take their contact centers to the next level. However, a recent study highlighted that more than 69% of businesses still have no cross-channel workforce management solution in place. What is Workforce Management?

Contact Center 40

Contact Center Schedule adherence Management Coaching 40

Serenova

MAY 29, 2020

The strain to balance taking care of employees to protect them from the coronavirus while maintaining business continuity continues for contact center leaders. As contact volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable. Smart Quality Management.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

The strain of balancing the need to protect employees from the coronavirus while maintaining business continuity continues for contact center leaders. As call volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable. Smart Quality Management.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

SharpenCX

APRIL 14, 2020

Or as famous management consultant Peter Drucker stated , “What gets measured gets improved.” When your employees expect to be measured on their work, they’ll behave a particular way in order to achieve that measurement. Boosting FCR: Improve FCR with agent training, coaching, and empowerment. But that’s not the only plus.

Metrics 84

Metrics Customer Service Employee engagement Morale 84

Serenova

JULY 7, 2020

Guiding agents through each conversation with real-time scripting helps reduce first-call-resolution times. Advanced contact center solutions can use the metrics and KPIs to dynamically prescribe tailored training courses and coaching sessions. Equip managers and supervisors with regular insights on performance.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

Verint

DECEMBER 13, 2017

Autoscoring your quality management forms and evaluating your calls using automated quality solutions can help your organization quickly, easily and objectively evaluate every recorded call for script adherence and other customer service requirements. Increase Employee Engagement by Providing Transparency.

Average Handle Time 26

Average Handle Time First call resolution Employee engagement Quality management 26

OctopusTech

MARCH 1, 2023

Engage agents The saying “happy agents make happy customers” may be overused, but that doesn’t mean it’s not 100% true. Engaged employees feel an emotional commitment toward their employers and are more vested in helping their employers succeed. Fight the urge. Train your supervisors.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Serenova

JULY 7, 2020

Guiding agents through each conversation with real-time scripting helps reduce first-call-resolution times. Advanced contact center solutions can use the metrics and KPIs to dynamically prescribe tailored training courses and coaching sessions. Equip managers and supervisors with regular insights on performance.

Call Center 52

Call Center Scripts contact center solutions Coaching 52

CSM Magazine

OCTOBER 6, 2021

The important insights derived from the Calabrio Workforce Engagement Management (WEM) platform help our customers achieve goals while supporting contact centre agents and creating a more connected workforce,” said Tom Goodmanson, president and CEO at Calabrio. The Engager – Dominion Energy. THE ONE AWARDS WINNERS.

Analytics 52

Analytics Interactive Voice Response Average Handle Time Employee engagement 52

JustCall

NOVEMBER 24, 2022

Additionally, call centers have a high turnover rate, which makes these withdrawal statistics even more concerning. So, What Exactly is Employee Engagement? It is not purely employee satisfaction. Instead, it is the emotional commitment that the employee has towards the business and its goals.

Morale 52

Morale Call Center call center workforce Metrics 52

Fonolo

SEPTEMBER 27, 2016

As any customer support manager knows, there are a number of crucial factors that come into play when looking to succeed in the call center world. We often hear from call center managers who are trying to improve their call metrics with our solutions. Continuous coaching and training helps mitigate this risk.”

call center professionals 98

call center professionals Call Center Average Handle Time Contact Center 98

SharpenCX

MARCH 30, 2021

Does your call center technology help you with performance management, giving you the data you need to effectively train agents? What does your data tell you about where you need to coach and develop your teams? Employee engagement: How engaged are my agents? With their managers?

Call Center 67

Call Center Technology Customer Experience Contact Center 67

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.” Historic Call Center & Customer Experience Trends.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

HireIQ

DECEMBER 23, 2019

Doug Conant, former CEO of Campbell Soup, once said, “To win the marketplace, you must first win in the workplace.” Keeping employees and customers happy is nothing new, but the connection between the two warrants more attention. Your first instinct may be to increase coaching efforts or training to alter agent behavior on the phone.

Contact Center 52

Contact Center Morale Metrics Analytics 52