Playvox

APRIL 4, 2023

According to the 2023 Customer Rage Study by CCMC and Arizona State University , 74% of respondents reported experiencing a problem with a company’s product or service, up from 66% in 2020 and 56% in 2017. Disengaged agents are far more likely to leave — 84% more likely, according to Gartner’s study. Work-life imbalance.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Integrity Solutions

JANUARY 28, 2021

Various studies have shown that salesperson turnover rates are up to three times as high as rates for the overall labor force. As a result, the loss of that one salesperson can have a ripple effect on productivity and morale across the sales organization. In some industries, average sales rep tenure is just two years.

Sales 119

Sales Coaching Morale SaaS 119

Taylor Reach Group

DECEMBER 11, 2019

Studies have indicated that in order for an employee to reach optimum performance, three major factors must be considered and addressed: Skills. In other sections, we have discussed the importance of performance improvement and coaching. Some organizations employ re-earnable bonuses based on a balanced scorecard. Motivation.

Customer Experience 119

Customer Experience Coaching Contact Center Morale 119

Noble Systems

JULY 30, 2019

The benefits of gamification in the debt collection industry include: Increased Agent Morale: Giving collectors a technology platform that’s engaging, enjoyable, and easy to use creates a more pleasant working environment. Achieving New Levels of Success in the Collections Industry. 61% boost in call scores.

Gamification 53

Gamification Automotive Coaching Morale 53

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. There are countless studies that show exercise improves productivity and reduces depression.

Call Center 112

Call Center Morale Contact Center Gamification 112

Playvox

MARCH 12, 2023

If a new way to perform heart surgery was developed that ensured a 99.99% success rate, it would make sense for all practicing surgeons to study, learn, and implement this new operation. 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

SharpenCX

DECEMBER 4, 2019

One where your employee morale lives at the heart of your business. Pair that mindset with Glassdoor’s findings on the impact of employee satisfaction on a company’s scores on the ACSI index, and we’re launched into a new era entirely. There’s no knocking that employee engagement and meaningful work directly impact productivity.

Contact Center 67

Contact Center Customer Experience Wait times Contact center software 67

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

Compensation is not the only way to keep employees happy with their job. . 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. Modify Your Interview Process.

outsourcing 56

outsourcing Call Center Answering services Employee engagement 56

24-7 InTouch

APRIL 3, 2020

DOWNLOAD VIRTUAL PROGRAM LAUNCH CASE STUDY. Communication : A successful WFH model involves clear communication of instructions and methodologies to ensure agents are receiving coaching and personal interactions that they would experience at our campuses. 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

JustCall

DECEMBER 1, 2022

According to a study, 86 % of millennial job seekers are more likely to accept a job that includes at least some the ability to work from home. Home based call centers’ employees prefer to have more autonomy and more possibilities to determine how to do their jobs. Provide Regular Feedback And Coaching.

Call Center 52

Call Center Management Agent burnout Scripts 52

Call Design

NOVEMBER 14, 2021

Gamification doesn’t just improve the working and training processes of agents; it also allows managers to better track and adjust training to accommodate for employees based on their performance.

Gamification 78

Gamification Consulting Consulting Management 78

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

Playvox

MARCH 27, 2023

This approach can make training more engaging and enjoyable, which can lead to better retention and application of the learned skills. Additionally, agents can benefit from coaching and mentoring programs that provide ongoing feedback and guidance to help them improve their performance.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

SharpenCX

FEBRUARY 25, 2020

As a call center manager, not only do you deal with high-stress customer situations, but you’re also responsible for team strategy, performance goals, management of budgets, employee satisfaction and coaching. And, this hurts you, team morale, and your customers. Each disengaged employee can cost you $2,246 , according to ADP.

Call Center 76

Call Center Morale Metrics Abandon rate 76

Netomi

JANUARY 5, 2022

A former CEO group leader, and executive coach with the world’s largest chief executive organization, David has worked with thousands of CEOs and business leaders on their business brand, customer experience, and competitive advantages. Kate Nasser, The People Skills Coach and founder/president CAS, Inc. Kate Nasser.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

SharpenCX

JULY 14, 2020

According to a 2016 study, 74% of call center agents were at risk for burnout. Turnover is expensive and takes a toll on morale. As a manager, you can provide training to support and coach agents through those abusive online experiences. Satisfied and engaged employees benefit your customers’ experience and your company.

Agent Empowerment 128

Agent Empowerment Call Center Contact Center Morale 128

Enghouse Interactive

MAY 14, 2020

Organizations are realizing that their contact centers are the single most important point of contact they now have with their customers…which is shining a very strong spotlight on how those employees engage with their customers. As noted in a recent Accenture study (Jan 2020), during times of crisis, contact centers are crucial.

Customer Service 67

Customer Service Contact Center Employee engagement Management 67

Etech GS

MARCH 9, 2020

When an employee quits, there’s always the question of how other workers will make up for their absence. More often than not, being understaffed negatively impacts the productivity of your remaining employees. This can decrease company morale. Great Culture Makes Employees More Productive.

Morale 52

Morale Coaching Construction Advertising 52

Etech GS

MARCH 9, 2020

When an employee quits, there’s always the question of how other workers will make up for their absence. More often than not, being understaffed negatively impacts the productivity of your remaining employees. This can decrease company morale. Great Culture Makes Employees More Productive.

Morale 52

Morale Coaching Construction Advertising 52