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

CX Global Media

OCTOBER 22, 2018

For many, managing morale and employee engagement in a contact center is a complete mystery. Attend and learn how to get and keep employees engaged and wanting to work for you. Learn about the little things that have the biggest impact on employees and how to create an environment that motivates.

Employee engagement 45

Employee engagement Contact Center Morale Coaching 45

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. What is Culture?

Morale 59

Morale Contact Center Accountability Personalization 59

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

Talkdesk

MAY 21, 2020

The Impact of Employee Engagement in the Contact Center What exactly is employee engagement? Employee engagement is defined as the emotional investment employees make in their organizations. Employee engagement is absolutely critical to meeting and exceeding their organizational goals.

Management 109

Management Employee engagement Morale Contact Center 109

Fonolo

AUGUST 17, 2021

Ask agents for feedback, resolve issues, monitor performance, and take active steps to boost morale in the office. Employee engagement is necessary for improved productivity. Improve training to address gaps. Training your agents is essential when optimizing call center performance. Conclusion.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

Call Center Weekly

JULY 18, 2017

Managing Out of Fear If you have a good employee who is performing well, and meeting their requirements, you are doing well. Constantly checking up, interrogating, or otherwise showing you do not trust them to do their job will decrease their productivity, morale, and performance. Recruit the right people and train them well.

Morale 120

Morale Employee engagement outsourcing Coaching 120

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. A 2022 report by Mental Health America showed that in some organizations, as few as 3% of employees felt the business worked to train managers to be supportive of mental health concerns.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

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. >> Read Next: What’s the Cost of Employee Turnover in Your Call Center?

Call Center 128

Call Center Metrics Benchmark Contact Center 128

Integrity Solutions

APRIL 20, 2023

To foster that kind of excellence, leaders may set ambitious goals for their team members, offer them training or “stretch assignments” and tell them what they need to do to get to that next level. But all too often, they and their employees end up frustrated with the results.

Sales 71

Sales Coaching Personalization Morale 71

Integrity Solutions

JANUARY 28, 2021

times the exiting employee’s annual salary to hire a replacement. Hiring, training and severance and bonus packages all figure into the hard-dollar costs. firms spend $15 billion a year training salespeople and another $800 billion on incentives. Conventional wisdom says it will cost a company about 1.5

Sales 119

Sales Coaching Morale SaaS 119

Playvox

MARCH 21, 2024

When customer interactions are the heartbeat of business operations, one crucial factor often takes center stage – agent morale. According to Harvard Business Review , engaged employees deliver better customer experiences. All of this leads to better agent morale.

Morale 90

Morale Contact Center Quality management Coaching 90

Calltools

AUGUST 7, 2019

Each member of your sales team needs the right training to reach his or her goals. You can give your employees the tools they need to exceed your expectations by including the following six tips in your sales training program. It’s like a football coach playing footage to a team. Relationships matter.

Sales 40

Sales Morale Employee engagement Metrics 40

CX Global Media

JULY 12, 2019

This is due to the fact that it’s more efficient to retain a quality contact center agent than to recruit, train and orient a replacement of the same quality. EXPERT SESSION – How Coca-Cola® Adds Life to Contact Center Employee Engagement. EXPERT SESSION – Creating A Dynamic Culture Through Employee Engagement.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

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

Playvox

FEBRUARY 20, 2024

The Playvox WFM solution has made a significant impact on our ability to scale our customer operations team and gives our agents a morale boost as they now know their schedules will be accurate. By applying scores and prizes to your employees’ everyday tasks, you can make work feel more enjoyable and increase employee engagement.

Management 88

Management Gamification Calibration Quality management 88

24-7 InTouch

APRIL 15, 2021

Employee Engagement. In a recent blog post , we highlighted key engagement drivers for at-home employee models, including flexible scheduling and virtual communities. Knowing your employees is an important step in helping them feel engaged and appreciated. . Blended Model.

Contact Center 52

Contact Center Morale Employee engagement Customer Care 52

Taylor Reach Group

DECEMBER 11, 2019

In other sections, we have discussed the importance of performance improvement and coaching. An environment and opportunity to continuously improve individual performance will keep the employees engaged and loyal to the organization. However, it takes time (and necessary coaching) for agents to achieve that optimal performance.

Customer Experience 119

Customer Experience Coaching Contact Center Morale 119

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?

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

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. And, you can fix them with better resources, more frequent coaching and intentional development.

Coaching 67

Coaching Metrics Contact Center Morale 67

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. Attrition is incredibly costly. McKinsey & Co.

Contact Center 90

Contact Center Customer Service Coaching Metrics 90

Playvox

MARCH 12, 2023

Providing excellent customer experience (CX) by continuing to train your agents and implementing new technologies is essential for the success of your business. Therefore, it’s important to train agents to respond quickly and effectively to customer inquiries. The same can be said for contact center training.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

Fonolo

JUNE 9, 2020

This is great for team morale and lets them know what they’re doing well so they can continue the trend. Training isn’t just for new hires! Providing additional training and coaching sessions for your agents throughout their career with your contact center will help them widen their skill-sets and improve their daily performance.

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

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

Monet Software

APRIL 24, 2020

Unfortunately, working from home can also have a negative impact on morale and providing an exceptional customer experience. Remote agents also require as much orientation and training as their traditional call center counterparts. This will usually include formal QM training sessions, upskilling coursework and micro-coaching.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

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

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. My first meaningful experience developing this philosophy came while training for the Navy SEAL selection program.

Morale 40

Morale Coaching Customer Care Employee engagement 40

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

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

SharpenCX

OCTOBER 8, 2019

Employee Engagement. Here, we step beyond employee engagement and look at this category as your agents’ holistic experience. Then, eliminate specific pain points in their experience and coach for empowerment. Tailor their coaching and in-line training to address issues specific to each agent.

Coaching 59

Coaching Average Handle Time Metrics Customer Experience 59

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

SharpenCX

OCTOBER 8, 2019

Employee Engagement. Here, we step beyond employee engagement and look at this category as your agents’ holistic experience. Then, eliminate specific pain points in their experience and coach for empowerment. Tailor their coaching and in-line training to address issues specific to each agent.

Coaching 52

Coaching Average Handle Time Metrics Customer Experience 52

24-7 InTouch

APRIL 3, 2020

Our typical work-from-home model operates as a hub-and-spoke, with agents receiving training and orientation at one of our campuses, and then taking their equipment home with them to begin their remote agent experience. 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

Fonolo

SEPTEMBER 27, 2016

When they realized that it benefited their future goals, they were more engaged in their work, harnessed their passions, and excelled in their delivery of service.”. As any great call center manager will tell you, finding and training the right people will make or break your contact center. Tip 2: Find & Invest in the Right People.

call center professionals 98

call center professionals Call Center Average Handle Time Contact Center 98

Taylor Reach Group

FEBRUARY 21, 2018

The resulting low morale and poor performance on these supervisors’ teams should come as no surprise. An on-going training program for prospective supervisors creates a greater understanding of what the job entails. Train Thoroughly. Supervisor training is equally critical. Train them well. – John C.

Morale 56

Morale Coaching Management Personalization 56

CSM Magazine

JANUARY 20, 2020

The excellent managers adhere to this quote by Pat Riley, President of the Miami Heat: “A coach must keep everyone on the team in touch with present-moment realities- -knowing where they stand, knowing where they’re falling short of their potential, and knowing it openly and fairly.”. Each employee has untapped potential for great ideas.

Management 52

Management Coaching Morale Employee engagement 52

Noble Systems

SEPTEMBER 3, 2019

When you factor in that call centers typically spend $8800 on hiring and training new agent, attrition can cost a 100-agent contact center about $325,600 per year. Lack of proper agent training. All new agents need training. Training bolsters agent confidence and keeps them engaged which increases job satisfaction.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53