Coaching Employee engagement Meeting Service level 
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. This is where I fit into the project—I facilitated each meeting as a neutral party.
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?
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Playvox
JULY 31, 2023
However, some of the quickest ROI can come from the employee self-service (ESS) aspects of a WFM solution. A Gartner study reported that only 34% of agents were engaged at work — and they were 90% more likely to be disengaged when they were unclear about how to meet their goals. All that time adds up quickly.
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? What is done in these meetings during dificult times? Your supervisors need these people skills that build employee engagement.
SharpenCX
OCTOBER 6, 2021
Whether your agents are burnt out or bored, it’s important to optimize workflows to increase employee engagement. How does one strategy affect your productivity and service levels? And, you get data to bring to your coaching conversations, so you can teach them how to grow. Assess your data and the survey results.
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.
CSM Magazine
OCTOBER 17, 2023
Put Employee Engagement First When employees are disengaged and feel out of control, they are generally less productive and more likely to leave—the worst-case scenario in a tight labour market. Start by training new agents and refresh more experienced team members on work aptitude skills to best meet customer demands.
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