Playvox

SEPTEMBER 14, 2021

Increasingly, company culture is one of the most important factors in attracting and retaining employees, boosting agent morale and in promoting higher levels of productivity. Perks like free coffee, lunch and snacks are nice, but may only temporarily raise agent morale. How to Create Cultural Conditions for Happiness.

Morale 59

Morale Contact Center Accountability Personalization 59

CX Global Media

OCTOBER 22, 2018

For many, managing morale and employee engagement in a contact center is a complete mystery. Regardless of how lost you feel now, join Joachim “Joe” Rogers, Senior Director of Customer Care Center for Coca-Cola Bottling Co. Attend and learn how to get and keep employees engaged and wanting to work for you.

Employee engagement 45

Employee engagement Contact Center Morale Coaching 45

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. Are your agents engaged? How accurate is your forecast to actuals?

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Fonolo

JUNE 9, 2020

How to Use Data to Improve Agent Performance. This is great for team morale and lets them know what they’re doing well so they can continue the trend. Be consistent with those expectations and how you enforce them — no need to micromanage though! How to Give Feedback to Improve Agent Performance.

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

Beyond Morale

OCTOBER 11, 2011

Ward Cleaver consistently supervised the behavior and moral education of the boys with a quiet dignity full of understanding. Has that treatment (brain washing) in childhood caused many not to know how to communicate, be considerate, and build stronger relationships? Our Parents Weren’t Coached Either. Mine either.

Employee engagement 59

Employee engagement Morale Coaching Education 59

CX Global Media

APRIL 27, 2017

For decades contact centers have explored ways to turn the tide of low employee engagement and low morale. We all know that employee burnout and low morale negatively impact agent productivity and costs. The post Brett Brosseau shares insight into Call Center Gamification appeared first on Call Center Coach.

Gamification 227

Gamification Call Center Morale Contact Center 227

SharpenCX

MAY 12, 2020

I remember wondering, how am I ever going to get the handle of this? Download Now: Help your agents get the hang of working in a call center with these 29 coaching techniques and facts. . Making Training Engaging. Organizations that have over 50% employee engagement retain 80% of their customers.

Contact Center 128

Contact Center Customer Service Employee engagement Coaching 128

Playvox

APRIL 4, 2023

To keep turnover under control, you have to make sure your managers are trained to keep engagement up and morale high. Related Article: 7 Smart Ways to Reduce Call Center Turnover Forever The Role Of A Manager In Agent Well-Being Few things have a bigger impact on your agents’ emotional well-being than how they’re managed.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Fonolo

APRIL 27, 2020

Here are our top tips for engaging remote employees and keeping agent morale high, so that you and your team can go (virtually) unimpeded for as long as you need to. Improve your communication with remote employees. ' says @TaxJar #remotework #cctr #management Click To Tweet.

Call Center 112

Call Center Morale Contact Center Gamification 112

CX Global Media

JUNE 5, 2017

Improving Employee Morale. The biggest thing we see is employee morale goes way up. Employees, when you talk to them onsite, they say what a great company for helping us like this,” shared Everett. Contact center agents praise the company and morale goes way up. Click to Tweet. Agents feel more valued.

Agent burnout 192

Agent burnout Contact Center Morale Call Center 192

Playvox

FEBRUARY 20, 2024

Overall, remote work has redefined how we collaborate and do business. And, it’s forced companies to get creative in their management practices to figure out how to best manage remote teams. However, in order to harness all the benefits of a remote talent pool, you need to understand how to get the most out of your remote workforce.

Management 88

Management Gamification Calibration Quality management 88

SharpenCX

AUGUST 31, 2021

When organizations practice transparency with their employees, they see greater success in several areas. They have increased employee engagement, a stronger company culture, and foster a comfort that empowers employees to communicate freely. Transparency is key when you’re managing a successful team.

Call Center 128

Call Center Metrics Benchmark Contact Center 128

Taylor Reach Group

DECEMBER 11, 2019

As one group of agents told us, “As soon as we figure out how to earn bonus, they change it, so they can take it away.” In other sections, we have discussed the importance of performance improvement and coaching. However, it takes time (and necessary coaching) for agents to achieve that optimal performance.

Customer Experience 119

Customer Experience Coaching Contact Center Morale 119

Integrity Solutions

JANUARY 28, 2021

As a result, the loss of that one salesperson can have a ripple effect on productivity and morale across the sales organization. Even if they don’t leave, these negative attitudes have a hidden opportunity cost because they’ll drive down productivity and engagement even further. How to Reduce Sales Rep Turnover.

Sales 119

Sales Coaching Morale SaaS 119

CX Global Media

JULY 12, 2019

This session will cover how to create culture to maintain high retention, the leading reason people leave and how to avoid this. EXPERT SESSION – How Coca-Cola® Adds Life to Contact Center Employee Engagement. For many, managing morale and employee engagement in a contact center is a complete mystery.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

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. contact-form-7] The post Keeping Your Chin Up: How to Build a More Resilient Brand first appeared on Skybridge Americas.

Morale 40

Morale Coaching Customer Care Employee engagement 40

JustCall

DECEMBER 1, 2022

The leaders need to re-evaluate how to foster a positive experience and build a productive team. So how do you encourage remote call center agents? How To Inspire And Motivate Remote call center Agents. Home based call centers’ employees prefer to have more autonomy and more possibilities to determine how to do their jobs.

Call Center 52

Call Center Management Agent burnout Scripts 52

SharpenCX

SEPTEMBER 30, 2020

Coach your agents regularly, so they know how to listen to your customers and respond kindly. If you do even simple things like asking your customers how they want to communicate, you maximize loyalty and minimize frustration. Read Next] How to Boost Morale and Keep Your Remote Employees Engaged.

Chatbots 128

Chatbots Call flow Morale Contact Center 128

SharpenCX

MAY 5, 2020

What drives your employees to start weighing the pros and cons? Download Now: Get real about coaching your agents to engagement with these 7 methods. Gallup found that engaged employees are 59% less likely to seek out a new job or career in the next 12 months. Agent engagement starts with better coaching.

Contact Center 90

Contact Center Customer Service Coaching Metrics 90

SharpenCX

JULY 9, 2020

When 45% of your agents take a spin through the revolving door to leave your company each year, it isn’t good for morale. Recruiting and training new hires cuts into the valuable time available for coaching and developing your team. Here’s how. And, clearly communicate how each individual impacts your company’s vision.

Coaching 67

Coaching Metrics Contact Center Morale 67

Integrity Solutions

MAY 26, 2022

With the onset of the pandemic, remote work and disruption put a strain on controls, training and in-person management and coaching. At the same time, employees were being stretched at home and work as lines between each blurred more than ever before. Your Sales People Are Watching; Keep Them Engaged!

Sales 52

Sales Morale Coaching Surveys 52

Playvox

MARCH 12, 2023

Ensuring that employee performance is always at its best should always be the ultimate goal. Related Article: Team Leaders: How to Personalize your Agent Training 3. Get in the habit of using quality management software with coaching to provide meaningful feedback and guidance to your agents.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

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

You can give your employees the tools they need to exceed your expectations by including the following six tips in your sales training program. 1) Improve Product Knowledge by Using Real-Life Sales Situations Inside sales techniques work best when your employees understand every aspect of your products and services.

Sales 40

Sales Morale Employee engagement Metrics 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

Call Experts

DECEMBER 28, 2018

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. Explain the moral values, goals, and vision of your company. Onboard Employees.

outsourcing 56

outsourcing Call Center Answering services Employee engagement 56

Fonolo

SEPTEMBER 27, 2016

But, we wanted to go one step further and pick the brains of some of the most successful contact center leaders for some tips on how to match their success. How Do You Exceed KPIs in Your Contact Center? Back in 2016, we asked some of them this question: “ How do you meet (or exceed) the KPIs set for your contact center?”

call center professionals 98

call center professionals Call Center Average Handle Time Contact Center 98

24-7 InTouch

APRIL 3, 2020

Technology: Tech teams must be able to provide support in a virtual environment instead of face-to-face, including the use of screen sharing to show agents how to fix issues as they arise. It also includes one-on-one coaching with leadership staff via video conference.

At home agents 52

At home agents Contact Center Coaching Morale 52

Taylor Reach Group

FEBRUARY 21, 2018

The resulting low morale and poor performance on these supervisors’ teams should come as no surprise. The company’s vision, values and code of ethics must be made to come alive, and every new supervisor needs to know how to apply and explain them. We want them acting like owners in the company, and we have to teach them how.

Morale 56

Morale Coaching Management Personalization 56

HireIQ

DECEMBER 23, 2019

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. How to Increase Customer Satisfaction through Predictive Hiring. Every company has their rock star agents.

Contact Center 52

Contact Center Morale Metrics Analytics 52

Integrity Solutions

OCTOBER 28, 2020

In its Culture 500 Index , MIT Sloan Management Review/Glassdoor includes integrity as one of the ‘Big 9’ values — those values that are most frequently cited and that “are linked to a variety of desirable outcomes like financial performance, innovation and employee engagement.”. How to Put Business Integrity Into Practice.

Employee engagement 98

Employee engagement Coaching Morale Sales 98

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

Netomi

JANUARY 5, 2022

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Our favorite content from Adrian: How to make sure that employee analytics and monitoring doesn’t destroy your employee and customer experience. Use Emotion To Connect With Customers and Employees.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

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

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

SharpenCX

JUNE 23, 2021

If you’ve got agents pausing interactions a lot, you may have some coaching to do. Here’s how to measure it: Average time on hold = (total initial wait time of all interactions)/ (# of interactions handled). This metric will guide you, manager, to know where training, employee engagement, and empowerment need to improve.

Contact Center 101

Contact Center Abandon rate Management Metrics 101

Russel Lolacher

JUNE 13, 2022

Well, it’s nailing that stereotypes actually might have a lot to do with silo creation, before we get into how to sort of change silos, or why you’d want to, let’s dive into the other the utopia, what’s a world where silos don’t exist? Russel Lolacher. Is that the goal? Is that what we’re trying to get to?

Coaching 59

Coaching Engineering Personalization Feedback 59