Integrity Solutions

JULY 22, 2021

When your people feel understood and appreciated, they will be intensely loyal to the manager who has demonstrated care and interest in their development. When you hear the word “coach”, what comes to mind? We often associate “coach” with a sports analogy. Isn’t that what you want to do when coaching? They leave managers.

Coaching 106

Coaching Personalization Sales Transportation 106

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

Customer Guru

MAY 22, 2018

“Customers will never love your company until your employees love it first.” ~ Simon Sinek. It is a well-known fact that healthy employee engagement and sustained business growth are correlated. Interestingly, some might wonder whether corollary is true as well, i.e. successful organisations really have better-engaged employees?

Employee engagement 96

Employee engagement Coaching Surveys Construction 96

CCNG

MAY 11, 2021

A recent CCNG panel webinar, Why Performance-Based Training Requires Automation , featuring Mike Roberts, Technology Leader for Learning at Citibank, who adopted simulations to automate role play and coaching exercises in 2020 and Trey Fischer, an industry-leading consultant, discussed today’s impact of automation on performance-based training.

CCNG 195

CCNG Coaching Contact Center Employee engagement 195

Playvox

FEBRUARY 20, 2024

However, managing remote teams effectively comes with its own set of challenges. It also provides employees with more flexibility and a better work-life balance, as they can create their own schedules and avoid long commutes. First, let’s define remote work. Overall, remote work has redefined how we collaborate and do business.

Management 88

Management Gamification Calibration Quality management 88

CCNG

APRIL 20, 2022

Implementing a performance management system with a robust data architecture that automates data integration and delivers performance intelligence to any business stakeholder is vital.? Once in place, establish a data management and analytics assessment program to identify data challenges and coordinate and prioritize projects.

Customer Experience 195

Customer Experience CCNG Analytics Gamification 195

COPC

JANUARY 15, 2024

The first 90 days set the tone for the new hire’s relationship with the company, manager, and team.  Employee Eng agement Research Series Learn how satisfied contact center staff are with their jobs, understand what drives employee satisfaction and distinguish the differences between countries.

Best practices 78

Best practices Employee engagement Coaching Feedback 78

Playvox

JANUARY 25, 2024

Are you taking the right steps to evolve toward workforce engagement management? Operational costs – Agents who aren’t invested or lack training, feedback, or coaching tend to be inefficient, ultimately costing your business financially. However, the two main components are Quality Management and Workforce Management.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

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

Playvox

MARCH 12, 2024

Agent motivation in a call center is crucial for driving employee engagement, enhancing customer satisfaction, and increasing overall performance. When exploring how to motivate agents, it’s important to note that intrinsic motivators have a more significant impact on employee engagement and performance than extrinsic motivators.

Morale 78

Morale Gamification Contact Center Quality management 78

Playvox

JANUARY 30, 2024

Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching. Yet managers continue to fall short. According to a recent Gallup survey , only 23% of employees worldwide and 32% in the U.S.

Gamification 79

Gamification Contact Center Coaching Quality management 79

NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? The Need for Hyper Efficiency in Call Centers As a call center operations manager, you need to stay on top of the latest trends in hyper efficiency to ensure that your organization is successful.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

CX Accelerator

DECEMBER 31, 2018

Other Actions: Coach your leaders to use the leadership behaviors you'd like to see, taking care to model how you want them to coach their direct reports.Ask your leaders to emulate the service vision when working with employees. Nate recently turned me onto OfficeVibe which can help you measure employee engagement.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Balto

NOVEMBER 2, 2022

Working to manage a call center has many moving parts and can often create a feeling of drinking from a firehose for those who are newer to a managerial role. Perhaps you’re already in call center management or an agent aspiring to work your way up and are seeking to learn more about what all is involved.

Call Center 52

Call Center Management Average Handle Time Gamification 52

Beyond Philosophy

AUGUST 9, 2017

Moreover, it sped up service and freed his staff up to focus on other tasks rather than managing cash. Bekerman said his managers feel they have more time to coach employees; a task Bekerman described as “more meaningful” than counting paper. Also, the survey showed that nearly 20% of U.S. households, around 24.5

Banking 0

Banking Coaching Surveys Employee engagement 0

SharpenCX

OCTOBER 6, 2021

How can you make your contact center more efficient and also keep agents engaged? It can be easy to focus all your attention as a manager on customer data and your ROI. A Korn Ferry survey reports that 33% of those changing jobs cite boredom as the top reason why they are leaving. Then, send out a customer and agent survey.

Contact Center 128

Contact Center Coaching Metrics Employee engagement 128

SharpenCX

AUGUST 31, 2021

Transparency is key when you’re managing a successful team. 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.

Call Center 128

Call Center Metrics Benchmark Contact Center 128

CSM Magazine

OCTOBER 17, 2023

Workers increasingly seek flexible and remote working opportunities while Artificial Intelligence (AI) and automation are playing a greater part in work itself, recruitment, and in some cases, performance management. In the UK, 43% of contact centre managers say voice of the agent surveys are highly effective for improving agent engagement.

Customer centricity 52

Customer centricity Coaching Employee engagement Surveys 52

Integrity Solutions

AUGUST 13, 2018

Few activities are considered as important as sales coaching. So why do so many companies still struggle to make coaching pay off? Originally published on The Sales Management Association. Coaching is pivotal to maximizing sales potential. So why do so many companies still struggle to make coaching pay off for them?

Coaching 52

Coaching Sales Management Surveys 52

SoliCall

AUGUST 2, 2023

2 – Performance Feedback and Coaching. Regularly evaluate their performance and provide individual coaching sessions to address areas of improvement. Implement call monitoring , customer satisfaction surveys, and mystery shopping techniques to assess agent performance objectively. 3- Clear Performance Metrics.

Call Center 52

Call Center First call resolution Construction call center software 52

Integrity Solutions

AUGUST 13, 2018

Originally published on The Sales Management Association. Coaching is pivotal to sales success. If you’ve been in a sales management position for any length of time, it’s not even news. It’s now well-established that a strong coaching culture is something high-performing companies have in common. By Mike Esterday.

Coaching 42

Coaching Sales Management Surveys 42

Virtual Live Labs

SEPTEMBER 30, 2020

Leaders and employees noticed that the processes of engagement, like training and coaching, just didn’t work anymore. As the weeks and months wore on, many people felt increasingly disengaged with their managers and companies. The employee usually can’t identify that moment, but it can come with a variety of feelings.

Coaching 130

Coaching Contact Center Employee engagement Accountability 130

Virtual Live Labs

SEPTEMBER 30, 2020

Leaders and employees noticed that the processes of engagement, like training and coaching, just didn’t work anymore. As the weeks and months wore on, many people felt increasingly disengaged with their managers and companies. The employee usually can’t identify that moment, but it can come with a variety of feelings.

Coaching 130

Coaching Contact Center Employee engagement Accountability 130

SharpenCX

JUNE 8, 2021

As a contact center manager, your team is responsible for keeping customers happy. Sending surveys signals that your team cares about your customer experience. Let me help you make it more manageable with two simple steps: Create CSAT surveys. Part 2: Set Meaningful and Manageable Goals for your Contact Center.

Customer retention 76

Customer retention Coaching Employee engagement Contact Center 76

Steve DiGioia

SEPTEMBER 16, 2016

A great example of this is Little Real Estate, Australia’s largest independently owned real estate agency with over 23,000 properties under management and 23 offices nationally. I recently met with Brock Fisher, the National Manager of Customer Support at LITTLE, to discuss his approach to customer service. Click to find out how.

Real estate 257

Real estate Customer Experience Journey mapping Employee engagement 257

SharpenCX

DECEMBER 8, 2021

In a survey conducted by FlexJobs , 58% of respondents claimed they want a fully remote job post-pandemic, while 39% prefer a hybrid arrangement. When employees feel disconnected, lonely, and frustrated over collaboration and communication, you’re stuck with a potentially weakened company culture and lower employee engagement.

Employee engagement 137

Employee engagement Contact Center Call Center Coaching 137

Playvox

JANUARY 12, 2023

Agents in our survey considered it the top motivator their contact center can offer, and 56% said they would consider leaving their job if they couldn’t continue. Related Article: 5 Ways Contact Center Managers are Adapting to Remote Work. And they can help managers “walk the floor” remotely to stay engaged with their teams.

Quality management 69

Quality management Coaching Contact Center Metrics 69

TechSee

APRIL 16, 2019

Employers around the globe are facing the most severe recruitment crisis in 12 years, according to the latest Talent Shortage Survey , with 40% of companies surveyed reporting difficulties filling roles. What Matters Most to Contact Center Managers. And there’s now a serious talent shortage. Proactivity is Key.

Call Center 126

Call Center Contact Center Agent Empowerment Coaching 126

CX Global Media

JULY 12, 2019

Todd Hixon Capacity Manager, Hulu. See who strategic growth in thinking outside the box can help your company build a highly executable and repeatable model that engages agents and reduces attrition. EXPERT SESSION – How Coca-Cola® Adds Life to Contact Center Employee Engagement. Consolidated. Judy McKee ?Business

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

CSM Magazine

NOVEMBER 14, 2023

The response from 400 contact centre managers around the world is clear and reflects Calabrio’s own conversations with customers. Nearly half of contact centre managers (45%) say agents currently do not have the right skillsets. AI is going to impact customer service agents, but not in the way most people probably think.

Average Handle Time 52

Average Handle Time Customer centricity Coaching Self service 52

Playvox

APRIL 4, 2023

Just like agents are protecting your company, contact center leaders and managers need to protect them and their mental health. The study also revealed that customers are turning to digital channels to complain more often than phone calls, with 32% of customers surveyed sharing their complaints on social media.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

SharpenCX

JULY 26, 2023

How to Use the Data You Collect According to Gartner, there are five categories of customer experience KPIs that can improve your call center performance: employee engagement; quality operations; customer satisfaction; loyalty, churn, and retention; and advocacy and brand reputation. But if it’s so valuable, what can you do with it?

Call Center 67

Call Center Contact Center Contact center software Coaching 67

SharpenCX

MAY 20, 2020

And, you’ve culled through tips on how to engage remote teams and keep productivity pulsing through your dispersed workforces. Download Now: Apply these 7 methods to your coaching, regardless of where you’re working. Luckily, I have a really understanding manager and team who encouraged me to duck out and take care of my health.

Management 84

Management Coaching Contact Center Contact center software 84

Verint

MAY 11, 2015

A healthcare insurer and services provider received a “double bang for the buck” with its Verint Performance Management solution. They’ve reduced non-production time by seven percent, reduced overall costs while handling increased volumes, and increased employee engagement ratings on their yearly survey.

Management 42

Management Coaching Healthcare Employee engagement 42

SharpenCX

SEPTEMBER 8, 2021

NPS, though measured with a survey, looks a little different from CSAT surveys. Tracking your NPS helps you manage your customer loyalty and identify how likely it is that you’ll get recommendations from your customers, so you can expand your reach and improve your business. Engage your agents to engage your customers.

Customer advocacy 128

Customer advocacy Contact Center Surveys Coaching 128

Playvox

AUGUST 5, 2019

A survey by Gallup shows employee engagement is on the rise in the United States. The number of workers claiming to be ‘actively disengaged’ by their job is now just 13 percent, while 34 percent describe themselves as simply ‘engaged’ — the best results Gallup has seen.

Coaching 47

Coaching Employee engagement Surveys Customer Experience 47

SharpenCX

MAY 26, 2020

With effective and frequent customer service training and coaching. Aside from quarterly summits, make a schedule for more frequent coaching. Agent Scorecards and employee engagement surveys are great tools to lead discussions with your agents on a regular basis. Coaching on the Fly.

Contact Center 128

Contact Center Customer Service Coaching Customer Experience 128