SharpenCX

MAY 26, 2020

With effective and frequent customer service training and coaching. Invest in your agents to get the quality of service and performance you want. So, how do you fit frequent customer service training into your every day? Aside from quarterly summits, make a schedule for more frequent coaching. Coaching on the Fly.

Contact Center 128

Contact Center Customer Service Coaching Customer Experience 128

SharpenCX

JUNE 23, 2021

Service level. Service level is a fundamental metric. Your service level tells you how accessible your contact center is to your customers.It’s a metric that helps you evaluate customer demand and staff appropriately for their needs, and it’s a great place to start when you look at KPIs. Agent turnover rate.

Contact Center 101

Contact Center Abandon rate Management Metrics 101

CX Global Media

JULY 12, 2019

You can never give agents schedules that they like and still meet service level!” 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 – Creating A Dynamic Culture Through Employee Engagement.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

SharpenCX

JANUARY 21, 2020

Download Now: Get real about coaching with 7 practical tactics to coach and train your agents. Measure CSAT through surveys sent after an email interaction, or as a quarterly email blast. These survey responses then give you a sense of how happy your customers are. Service Level. Do they need more training?

Metrics 76

Metrics Contact Center Abandon rate Coaching 76

Playvox

FEBRUARY 20, 2024

It also provides employees with more flexibility and a better work-life balance, as they can create their own schedules and avoid long commutes. Forty-three percent of companies in a January 2022 PwC executive survey said they would keep offering hybrid work options for employees and 30% said they’d make remote work a permanent option.

Management 88

Management Gamification Calibration Quality management 88

SharpenCX

FEBRUARY 10, 2021

The only way to sustain service levels is to learn what’s really happening in your contact center. Here’s how you can use customer service data to inform your decisions and deliver the customer experience your customers beg for this year. Your hold times, your service levels, and your abandon rates all fall into this category.

Contact Center 76

Contact Center Customer Service Metrics Call Center 76

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. Leave room for longer customer interactions in service-level forecasting. That’s where you come in.

Management 84

Management Coaching Contact Center Contact center software 84

SharpenCX

MAY 16, 2022

Common goals can be lead generation, proactively alerting customers to a problem, requesting to participate in satisfaction surveys and more. And Officervibe’s 2021 State of Employee Engagement report found that 72% of employees think their manager could define clearer goals. Set Clear Expectations.

Contact Center 67

Contact Center Scripts Call Center call center software 67

SharpenCX

MARCH 30, 2021

What does your data tell you about where you need to coach and develop your teams? Employee engagement: How engaged are my agents? Does our call center technology offer tools to help predict service levels and keep up with customer expectations? And, how does your technology help get you there?

Call Center 67

Call Center Technology Customer Experience Contact Center 67

Talkdesk

JULY 16, 2019

Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification. In a recent customer experience survey by Customer Contact Week, consumers reported the following priorities: Easy handling of their problem Fast issue resolution Friendly, personalized service.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

OctopusTech

MARCH 1, 2023

Additionally, organizations should regularly seek customer opinions about call center experiences by administering surveys that measure: Net Promoter Score (NPS) Customer satisfaction (CSAT) Customer effort score (CES) 2. Engage your agents by recognizing outstanding performance and providing frequent, effective communication.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Noble Systems

SEPTEMBER 3, 2019

They also allow you to build greater flexibility into the schedule so that you can easily vary start times, break times and end times to satisfy agents while ensuring optimum service levels. The survey revealed that agents at high risk for burnout were 63% less likely to have metric displays in their office.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53

Noble Systems

MARCH 19, 2021

Advanced call center features can help your SMB grow with the ability to manage a variety of programs, including marketing, lead generation and sales, customer service, helpdesk support, collections, surveys, and more. In the coaching mode, managers can assist the agent during a call, but the customer can’t hear the manager.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

Fonolo

NOVEMBER 17, 2020

To achieve that within a remote or hybrid work environment, we’re going to see more contact centers reach for a cloud-based technology that drives camaraderie, increases visibility, allows supervisors to coach from anywhere, and enables agents to self-manage.” Keeping employees motivated is a challenge in every industry.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Don’t send an annual survey to see if they’re satisfied with your products, contact center or delivery performance. Acting on negative feedback will strengthen customer engagement and sharing and acting on positive feedback will strengthen employee engagement. Share responsibility and construct a common goal.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

Integrity Solutions

SEPTEMBER 2, 2021

Brand reputation can take years to recover, customer lifetime value can quickly drop, and a vicious cycle where a company tries to save money by cutting back on customer service training can makes service levels plummet even further. You could even start losing some of your best and brightest employees.

Customer centricity 75

Customer centricity Coaching Sales Employee engagement 75