Integrity Solutions

NOVEMBER 14, 2018

When you have the confidence, comfort level and commitment, it’s a lot easier to make coaching a priority. A few weeks ago, we had the opportunity to present a session at the HCI Learning & Leadership Development Conference with Sharon Stahr, Chief Communications Officer at Cobalt Credit Union. Establishing a Coaching Culture.

Coaching 73

Coaching Management Sales Accountability 73

CCNG

APRIL 20, 2022

Despite the benefits, spreadsheet-based systems serve as the analytics foundation in most customer contact operations, presenting serious expense, risk and functional limitations. Once in place, establish a data management and analytics assessment program to identify data challenges and coordinate and prioritize projects.

Customer Experience 195

Customer Experience CCNG Analytics Gamification 195

NICE inContact

SEPTEMBER 15, 2016

Every contact center manager wants a team of agents that perform at optimum levels. While building a strong group dynamic is important, managers must also nurture individual team members with helpful guidance. As many managers know, there’s an art to delivering constructive feedback to employees. Keep It Confidential.

Coaching 87

Coaching Call Center Construction Contact Center 87

Lumoa

SEPTEMBER 8, 2021

The most successful companies require next-generation customer experience management tools and strategies to analyze all data points in real-time and provide up-to-date, actionable insights faster across all teams in your organization. But surveys do have a place in your Customer Experience Management program. ” He is right.

Customer Experience 83

Customer Experience Management Surveys Feedback 83

Nicereply

MARCH 14, 2023

Being a support manager is a demanding job that requires constant learning. These 17 books contain critical lessons that every support manager will benefit from. Every customer support manager has a busy life. From strategic plans, to presentations, to customer emails, to training material for their team—the writing never ends.

Management 98

Management Call Center Metrics Entertainment 98

Call Design

MAY 14, 2024

There’s nothing quite like the feeling of receiving positive feedback on a schedule you just published and ideally hearing that you’ve done a good job. What if I told you this functionality could reduce the time your Schedulers spend managing schedules? If it sounds too good to be true, keep reading. We’d love to hear from you!

Gamification 78

Gamification Employee engagement Coaching Accountability 78

NobelBiz

APRIL 3, 2023

Call center quality management (QM) is an essential process that helps businesses ensure their call centers are meeting customer expectations and delivering quality services. This comprehensive article will dive deep into call center quality management. Why is Call Center Quality Management Important?

Quality management 52

Quality management Call Center Management Calibration 52

ProProfs Blog

MAY 6, 2020

Though there is nothing wrong with the rise in the popularity of remote working, managing remote teams makes the job of a manager challenging. But then again, is managing remote teams similar across various departments? What makes managing a remote customer service team so daunting? How Do You Motivate a Remote Team?

Management 162

Management Customer Service Best practices Entertainment 162

CCNG

MAY 27, 2021

Employee retention and engagement Onboarding and Training Performance Management Workforce Management workforce Optimization Quality Assurance Knowledge Management Agent Motivation, recognition, and gamification Idea Generator – Sounding Board You have a problem and do not know where to start?

Consulting 195

Consulting Consulting Contact Center Gamification 195

COPC

JANUARY 15, 2024

The first 90 days set the tone for the new hire’s relationship with the company, manager, and team.  Lack of Manager Support   Coaching is an integral part of an effective onboarding process. By providing feedback and constructive criticism, staff productivity and performance will improve.  

Best practices 79

Best practices Employee engagement Coaching Feedback 79

Babelforce

JANUARY 20, 2022

Call center managers have one hell of a challenge sometimes, and it’s a challenge to keep a level head. But, if you can master these 6 essential call center manager skills, then you’ll make your job significantly easier and stand out as a leader. Effective leaders are essential for any successful business. It must include: Empathy.

Call Center 52

Call Center Management Construction Best practices 52

Callminer

FEBRUARY 10, 2020

Whether certain items represent an actual threat to your company and your staff members or simply serve as a significant distraction to all those present, they should be kept off the floor entirely or used sparingly. Collaboration among agents and managers is critical to the continued success of most operational call centers.

Call Center 182

Call Center Coaching Morale Analytics 182

Serenova

AUGUST 25, 2020

For this reason, workforce management has become a core focus of discussion amongst leaders looking to take their contact centers to the next level. However, a recent study highlighted that more than 69% of businesses still have no cross-channel workforce management solution in place. What is Workforce Management?

Contact Center 81

Contact Center Schedule adherence Management Coaching 81

Noble Systems

MARCH 30, 2020

6 suggestions to capitalize on all resources available for managing high call volumes. They also offer intra-day management that allows for real-time adjustments for unforeseen circumstances. Contact center analytics that monitors 100% of interactions across channels can provide insight into present-day customer concerns.

Management 90

Management Gamification Contact Center Coaching 90

Balto

JANUARY 22, 2024

Hone In On Agents’ Strengths and Weaknesses The best managers can identify agents’ distinct strengths and weaknesses and hone them into excellence. Tools like BaltoGPT give managers all the information they need, when they need it, so they can zero in on what to focus on next.

Contact Center 52

Contact Center Coaching Construction Feedback 52

Balto

JANUARY 22, 2024

Hone In On Agents’ Strengths and Weaknesses The best managers can identify agents’ distinct strengths and weaknesses and hone them into excellence. Tools like BaltoGPT give managers all the information they need, when they need it, so they can zero in on what to focus on next.

Contact Center 52

Contact Center Coaching Construction Feedback 52

Call Center Weekly

FEBRUARY 1, 2018

Take their advice, solicit their feedback, and include them in your decision making process. They became disconnected from the team, and mistrust of the manager soon set in. This was a very intelligent employee, who had a lot to offer, but was not receiving the personalized leadership and coaching by the team manager.

Coaching 174

Coaching Finance Feedback Personalization 174

Myra Golden Media

JULY 15, 2019

Need some guidance on how to develop and execute a quality program that is robust, fair, and that your employees buy-in to – and one that doesn’t make your supervisors need to sip wine just to get through a coaching discussion with employees? Design Coaching Strategy. Design Coaching Strategy. I have help for you.

Calibration 153

Calibration Coaching Morale Feedback 153

PeopleMetrics

JANUARY 29, 2014

At every level of sports, there are coaches. And at every level of coaching, there is disagreement about how to measure a coach’s performance. Even with significant advances in how teams evaluate performance, it can be difficult to quantify “coaching” as a variable. This debate might go on forever.

Coaching 96

Coaching Best practices Surveys Feedback 96

SharpenCX

AUGUST 26, 2020

Editor’s Note: This post is brought to you by a new contributor, Hiba Amin, from our friends over at Soapbox – a solution that empowers over 100,000 managers to lead high-performing teams. The Agile Manifesto , which is usually your engineering team’s go-to guide for management, can help leaders in every department. Let’s get started!

Call Center 67

Call Center Abandon rate Management Benchmark 67

Fonolo

AUGUST 3, 2021

We’ve all suffered through dry presentations featuring data that is hard to tie to everyday actions and goals. But the way you present these stats can make all the difference between showing numbers and graphs and telling a story that can help your operations improve. Customer feedback. What is a call center report?

Call Center 142

Call Center Abandon rate Contact Center Metrics 142

Fonolo

JANUARY 31, 2023

Instead, it’s helpful to think of it as regular part of your workforce management. Simply put, call center training is any course, seminar, video, coaching session, or other activity that teaches the skills and behavior required for success in a call center. Still have questions about call center training?

Call Center 141

Call Center Contact Center Coaching Gamification 141

CSM Magazine

JANUARY 20, 2020

Good managers are different from other bosses. You will get the feedback you need to succeed. A key attribute about good managers is that they talk differently than their colleagues, and that adds to our sense of empowerment. 10 Phrases from Good Managers. Few managers are good at providing clear goals and expectations.

Management 52

Management Coaching Morale Employee engagement 52

Global Response

MAY 15, 2023

Having deliberate quality checklists that provide actionable feedback and next steps to improve quality is an essential component as well. Providing Ongoing Training and Coaching Speaking of actionable feedback, providing ongoing training and coaching for agents is a key element of call center quality control.

Call Center 62

Call Center Scripts Coaching outsourcing 62

Integrity Solutions

OCTOBER 23, 2023

This can also become a blind spot for sales managers and recruiters when they’re considering people for promotions or open positions. One of the most important ways they can do that is through consistent coaching and providing actionable, thoughtful feedback. “It comes naturally,” Chantal says.

Sales 114

Sales Coaching Education Feedback 114

Toister Performance Solutions

DECEMBER 13, 2018

The feedback session wasn't going well. The agent's response was to the supervisor's coaching was to flatly disagree. The agent's response was to the supervisor's coaching was to flatly disagree. How do you get employees to embrace feedback, when they don't agree their performance needs to improve?

Feedback 48

Feedback Coaching Contact Center Customer Service 48

Integrity Solutions

JULY 7, 2022

Sales coaches can develop the game plan and provide guidance and encouragement, but the team has to make the plays and sharpen their own skills and abilities. In sports, great coaches are nothing without their players, and even the best team will struggle without its leader. Effective Sales Coaching: It Takes Two.

Coaching 18

Coaching Sales Personalization Accountability 18

Callminer

AUGUST 1, 2017

Coping with unanticipated upticks in demand, staff turnover, and other common call center challenges only further complicate matters for managers working to create an efficient, productive, and effective team. Vincent Nero is the VP General Manager of Successories. Source: Human Resource Management; Issue: 51(4); 2012; Pages 535-548.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Global Response

MARCH 27, 2024

This controlled environment allows you to gather initial feedback and observe the script’s effectiveness. Solicit agent feedback. After agents have used the script, gather their feedback on its usability and effectiveness. Collect customer feedback. Regularly monitor performance and coach agents on improvements.

Scripts 62

Scripts Call Center Customer Service Coaching 62

SharpenCX

MAY 26, 2020

With effective and frequent customer service training and coaching. Or, they give you time for in-depth product and service training and presentations. Aside from quarterly summits, make a schedule for more frequent coaching. Give them constructive feedback on how they’re performing day-to-day and as a teammate.

Contact Center 128

Contact Center Customer Service Coaching Customer Experience 128

Monet Software

AUGUST 15, 2018

The fundamental goal of performance management is to promote and improve employee effectiveness. based on the objectives of the business and the areas that present the greatest ongoing challenges. The Signatures Having the manager and agent both sign the assessment form might seem like a formality, but it’s still important.

Management 48

Management Average Handle Time Upselling Coaching 48

Fonolo

MAY 7, 2015

Not for the weak at heart, only some call center managers have the grace, tenacity, and skills to handle the extreme pressures of the contact center manager’s job. Below we look into some of the things call center managers must do every day to be successful, along with tips on how to execute them. Act as a True Leader.

Call Center 126

Call Center Management Contact Center Coaching 126

NobelBiz

FEBRUARY 21, 2023

Presented using reports to monitor a contact center’s performance over time. In tandem, reporting and analytics help managers make data-driven decisions that improve a contact center’s performance and reduce costs. By tracking the relevant metrics, contact center managers ensure they are on the right path to reaching their objectives.

Best practices 52

Best practices Analytics Contact Center Coaching 52

SharpenCX

AUGUST 11, 2020

Editor’s Note: This post is brought to you by a new contributor, Hiba Amin, from our friends over at Soapbox – a solution that empowers over 100,000 managers to lead high-performing teams. Coach agents on an ongoing basis. Supervisors and managers have the most influence over the fourth need: growth. Ongoing coaching.

Customer Service 67

Customer Service Coaching Education Construction 67

SharpenCX

JUNE 30, 2021

As a contact center manager, much of what you do daily shapes the quality of your service. And if you use a platform like Sharpen’s , you can pair your omnichannel service with training and coaching all in the same platform. Project 2: Create a Compelling Coaching and Training Program (& Make Use of These Resources!).

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

JustCall

DECEMBER 1, 2022

The need of the hour is for managers of work from home call centers to assist, interact and engage with their home agents using a range of reporting, monitoring and management tools. Call Center Online Management Tips. It can be difficult to manage remote call center agents. Identify The Goals And Percolate Effectively.

Call Center 52

Call Center Management Agent burnout Scripts 52