Coaching, Employee engagement, Quality management and Tips

The Future of Workforce Engagement: How to Integrate AI

Playvox

FEBRUARY 27, 2024

Likewise for agents, if they don’t feel engaged, appreciated, or see a growth path, they too can take their talent to another organization. In a buyer’s market, what is the future of workforce engagement? How do you keep your best employees engaged, motivated, and empowered? What is Workforce Engagement?

Contact Center

Contact Center Coaching Real estate Employee engagement

Workforce Optimization: What It is and Why You Need It

Playvox

JANUARY 25, 2024

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. Prevent and close employee skill gaps with a seamless integration to coaching.

Coaching

Coaching Contact Center Quality management Schedule adherence

Leader’s Guide to Call Center Retention

COPC

MARCH 11, 2024

Do new hires feel confident in managing their workload and responsibilities? What does the coaching process look like? Do managers have the bandwidth and tools/processes to prepare for coaching conversations and give meaningful feedback? Overall Employee Engagement Are we creating a welcoming environment for new hires?

Call Center

Call Center Gamification Coaching Employee engagement

Webinars

Manual Call Reviews? There's a Better Way!

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Gamification in the Workplace: More Than Just a Contest

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

Gamification Contact Center Coaching Quality management

9 Contact Center Best Practices for 2020 (and Actionable Tips)

Serenova

MAY 29, 2020

Here are four tips to get started: Address long hold times. Monitor agent calls for coaching opportunities. Monitor interactions to identify exactly where agents are delivering great service while uncovering opportunities for training and coaching. Smart Quality Management. Communicate the benefit to agents.

Best practices

Best practices Contact Center Interactive Voice Response Average Handle Time

9 Contact Center Best Practices for 2020 (and Actionable Tips)

Serenova

MAY 29, 2020

Here are four tips to get started: Address long hold times. Monitor agent calls for coaching opportunities. Monitor interactions to identify exactly where agents are delivering great service while uncovering opportunities for training and coaching. Smart Quality Management. Communicate the benefit to agents.

Best practices

Best practices Contact Center Interactive Voice Response Average Handle Time

The Power of Recognition: How to Motivate Agents Authentically

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

Morale Gamification Contact Center Quality management

Make Every Agent Your Best Agent With WFM — Even Remotely

Playvox

JANUARY 12, 2023

Leading CX centers rely on world-class quality management and workforce management technologies to provide excellent service and support while improving efficiency and reducing costs. The Playvox study found 68% of agents working remotely 31-40 hours per week and most managers (64%) working remotely five or more days per week.

Quality management

Quality management Coaching Contact Center Metrics

Adapting to a Global Workforce: Managing Remote Teams Effectively

Playvox

FEBRUARY 20, 2024

And, while you may think gamification is not necessary to engage and motivate working adults, research published by Harvard Business Review would tell you that gamification works quite well in motivating and engaging employees. While you can leverage many of the tips offered here , you can also get creative.

Management

Management Gamification Calibration Quality management

5 Ways Quality Assurance Improves Employee Satisfaction and Morale

Monet Software

SEPTEMBER 24, 2020

Can SMB call center quality management be about more than quality? Yep, it’s the linchpin of employee engagement, too! Monitoring and scoring calls—these quality assurance (QA) tasks are constant at nearly every contact center. Call review and coaching sessions contribute to team building. Conclusion.

Morale

Morale Quality management contact center workforce Employee engagement

The Role of AI in Streamlining Quality Management Processes

Playvox

MARCH 5, 2024

And behind the scenes, how do you ensure your quality management (QM) processes are keeping up? Let’s examine the role of AI in streamlining quality management processes to help modern contact centers rise to the ever-changing customer experience landscape. Artificial intelligence (AI) can play a part.

Quality management

Quality management Management Contact Center Coaching

5 Strategies For Increasing Contact Center Performance

Playvox

MARCH 12, 2023

Get in the habit of using quality management software with coaching to provide meaningful feedback and guidance to your agents. Related Article: 7 Simple Tips To Give Quality Feedback In Your Call Center 5. Ongoing feedback is crucial to ensuring that customer support teams are consistently giving exceptional CX.

Contact Center

Contact Center Gamification Metrics Quality management

If You Want to Keep the Doors Open, WFM Should NOT Be an Afterthought

NICE inContact

JUNE 10, 2019

His service delivery is great because the restaurant has a very strong quality management and training team. So often I hear contact centers say: “We are looking for quality management and performance management, but we don’t really need workforce management.” Now, Pierre is an incredible server.

Contact Center

Contact Center Quality management Coaching Employee engagement

Remote Control: Managing Work at Home Contact Center Agents

Monet Software

APRIL 24, 2020

This will usually include formal QM training sessions, upskilling coursework and micro-coaching. Early on, however, managers should be especially sensitive to how QM and performance feedback is delivered. For more information about these elements, download our whitepaper on employee engagement here. Next Steps.

Contact Center

Contact Center Management call center workforce Average Handle Time

4 Employee Training Templates for a Powerful Contact Center

SharpenCX

SEPTEMBER 29, 2021

As a manager, your executive team is consistently pushing you to keep employees engaged, reduce turnover, increase profitability and efficiency. We’ve compiled four employee training templates to give you practical strategies to increase learning and training in your contact center. I understand. Where do you start?

Contact Center

Contact Center Coaching Employee engagement Call Center

Top 10 Ways To Boost Contact Center Efficiency & Productivity

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

Contact Center Gamification Coaching Quality management

Top 51 Customer Service Leaders – Best Customer Experience Influencers

Netomi

JANUARY 5, 2022

Our favorite content from Colin : How to Manage Customer Wait Time: The Best Tips From Great Companies. A 5-time Chief Customer Officer and coach to over 20,000 leaders, her practices are field-tested and proven. Jeff is a dynamic keynote speaker whose presentations are always highly interactive, practical, and engaging.

Customer Experience

Customer Experience Customer Service Consulting Consulting

Customer Contact Central

The Future of Workforce Engagement: How to Integrate AI

Workforce Optimization: What It is and Why You Need It

Webinars

Trending Sources

Leader’s Guide to Call Center Retention

Webinars

Gamification in the Workplace: More Than Just a Contest

9 Contact Center Best Practices for 2020 (and Actionable Tips)

9 Contact Center Best Practices for 2020 (and Actionable Tips)

The Power of Recognition: How to Motivate Agents Authentically

Make Every Agent Your Best Agent With WFM — Even Remotely

Adapting to a Global Workforce: Managing Remote Teams Effectively

5 Ways Quality Assurance Improves Employee Satisfaction and Morale

The Role of AI in Streamlining Quality Management Processes

5 Strategies For Increasing Contact Center Performance

If You Want to Keep the Doors Open, WFM Should NOT Be an Afterthought

Remote Control: Managing Work at Home Contact Center Agents

4 Employee Training Templates for a Powerful Contact Center

Top 10 Ways To Boost Contact Center Efficiency & Productivity

Top 51 Customer Service Leaders – Best Customer Experience Influencers

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