The Northridge Group

SEPTEMBER 13, 2023

When Quality Monitoring processes identify specific behavioral issues in individual associates, the behaviors can usually be quickly corrected with monitoring, agent and call level reporting, insights, recommendations, training programs, and/or customized coaching. Well-designed role-playing exercises can help bridge that gap.

Government 67

Government Contact Center Coaching contact center associations 67

Toister Performance Solutions

JANUARY 5, 2023

Bosses often fail to adequately communicate, train, or coach. This exercise will help you visualize the type of service you'd like to provide to your customers. The team’s outlook changed when they completed the Expand Your Influence exercise. Within days, they were able to cut the average wait time by 50 percent.

Customer Service 90

Customer Service Coaching Wait times Personalization 90

NobelBiz

OCTOBER 31, 2023

If you want to level up your call center game, don’t miss this episode with Michael Tamer, the Contact Center Coach. We dive deep into frontline leadership, innovative coaching techniques, and training strategies that can take your team’s performance to new heights. Tune in now and supercharge your call center training!

Customer Support 104

Customer Support Contact center software Call Center Analytics 104

Skybridge

JUNE 10, 2020

Remind your team that taking their breaks, getting their exercise, and staying connected with others are important. Keep Building Skills with Training, Practice, and Coaching. That means they need to know they’ll have access to the training, coaching, and feedback required to build and polish those skills. Pour on the Gratitude.

Agent burnout 52

Agent burnout Call Center At home agents Coaching 52

Etech

FEBRUARY 19, 2018

Recurring training and coaching for call agents is vital to reducing waits and producing a high level of positive interaction with the public. A pool of information available to agents can dramatically lessen waiting times as well as enhance customers’ experiences. Use a knowledge base. Empower Employees.

Call Center 76

Call Center Customer Experience Call flow Coaching 76

NobelBiz

MARCH 6, 2023

This can reduce customer wait times and ensure that agents promptly address their issues. Choose a pacing ratio that maximizes agent productivity while minimizing abandoned calls and wait times for customers. Screen calls and route them to the most appropriate agent based on the customer’s needs and/or inquiry type.

Abandon Call 52

Abandon Call Contact Center Agent burnout Abandon rate 52

Taylor Reach Group

MARCH 26, 2019

There is no question that customers are the best source in providing such measurement but surveying customers could become a costly exercise. s issue is dealt with in a timely manner (very similar to the longest wait time in a queue versus service level and ASA). Definition and Measurement. FCR Ceiling (Upper Limit).

First call resolution 112

First call resolution Contact Center Consulting Consulting 112