SharpenCX

JUNE 10, 2021

So you, manager, have to highlight the good and acknowledge the bad. As a manager, you get the opportunity to highlight the beauty of this powerful career. Start with coaching and training. Create a strategy that sets your agents up for success, and coach them to always improve and reach their personal goals.

Morale 67

Morale Call Center Contact Center Coaching 67

Callminer

JUNE 21, 2017

Over the years, call centers have seen the development of numerous industry-specific training tools and coaching practices. There are a number of tried and tested training methods managers can rely upon. Some managers might organize weekly or monthly meetings, based on preference. Providing data, metrics and analytics.

Best practices 174

Best practices Call Center Morale Coaching 174

SharpenCX

JUNE 23, 2021

Metrics aren’t everything. You need powerful analytics to monitor, measure, and manage your agents and your interaction data during the day. It can be hard to manage. So, start with KPIs to shape your performance management and build a plan to reach your goals. Service level is a fundamental metric. Service level.

Contact Center 101

Contact Center Abandon rate Management Metrics 101

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. Look at schedule adherence and schedule compliance metrics.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Fonolo

SEPTEMBER 21, 2023

The 4 Most Important Call Center Agent Performance Metrics 1. This call center metric is an essential gauge of customer perception — how they perceive your product and service. As with many of these call center metrics, CES is a good indicator, but rife with nuance. Still, many managers use this back to front.

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

SharpenCX

JUNE 12, 2023

To maximize productivity and performance in a remote call center or hybrid work model: Track meaningful metrics like customer and agent satisfaction. Make Your Call Center Metrics Meaningful Whether your agents work from home or the office, hours logged are not necessarily indicators of productivity or performance.

Coaching 67

Coaching Morale Contact center software Call Center 67

SharpenCX

APRIL 14, 2020

Metrics are more than just numbers on a page. Metrics don’t exist in a vacuum. When they work in a relationship with one another, your metrics can measure success and failure and recognize progress. When they work in a relationship with one another, your metrics can measure success and failure and recognize progress.

Metrics 84

Metrics Customer Service Employee engagement Morale 84

SharpenCX

NOVEMBER 3, 2020

So today, we’re talking through three management techniques you can use in your operations (and two to ditch) to start dousing the flames and improve your call center experience. The Experience Coach. The experience coach focuses on individualism. This is the gold standard for successful call center managers.

Call Center 67

Call Center Agent Empowerment Management Coaching 67

Fonolo

AUGUST 17, 2021

The Contact Center Guide to Managing Spikes in Call Volume. Use metrics and act on them. Use historical data, analytics, and call center metrics to measure your agents’ and overall call center’s performance. The Executive Guide to Improving 6 Call Center Metrics. Be strategic in your workforce management, or scheduling.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

SharpenCX

APRIL 29, 2020

Workforce management in your contact center is all about finding balance. With the right workforce management strategies in place, you can hit all of your priorities. With that in mind, contact center leaders are no longer looking to simply manage their workforce. And, look to your year-over-year metrics for added guidance, too.

Coaching 76

Coaching Management Contact Center Morale 76

JustCall

APRIL 15, 2024

As a sales or customer support manager, you’ve likely noticed some agents seem disengaged, burned out, or stressed. Excessive workload strict metrics 2. Manageable workloads 2. Focus on quality over quantity metrics 6. There is also often a lack of performance metrics on which they are evaluated.

Call Center 52

Call Center Agent burnout Scripts Metrics 52

CX Global Media

AUGUST 30, 2017

People, process, technology, reporting, culture, competition, morale, data, automation, self-service – which word matters most? When I was a manager, I used to help developing managers build their own frameworks, tools, and processes. But daily management issues often prevent these activities from happening.

Contact Center 149

Contact Center Coaching Education Call Center 149

Fonolo

JULY 27, 2021

These days, there are tons of key performance indicators (KPIs) and call center metrics to evaluate call center performance and call center agent performance. Net promoter score (NPS) is a metric that measures the likelihood of a customer recommending the company to friends, family, and colleagues. Net promoter score (NPS).

Call Center 142

Call Center Abandon rate First call resolution Construction 142

Calltools

AUGUST 5, 2020

The challenges that managers face differ from industry to industry. In this article, you will learn about the difficulties of managing remote call center agents, and some ways that you can overcome those challenges. Losing whisper coaching means that they won’t get the feedback that they need to close difficult deals.

Call Center 52

Call Center Management Interactive Voice Response Real estate 52

Fonolo

NOVEMBER 24, 2020

I predict that all the leaders, managers, team leaders, and agents will look back and realize how much they grew from the empathy and compassion they gave and how it helped their customers — their fellow human beings.” So, when they change, management tends to take notice. Consumer desires drive profitability.

Contact Center 159

Contact Center Average Handle Time Consulting Consulting 159

The Northridge Group

JULY 20, 2023

However, as AI and other emerging technologies evolve to support associates and handle the more transactional issues, traditional productivity metrics have evolved as well. Even Some of the Best KPIs Can Be Misleading Cost-per-contact and Average Handle Time (AHT) are two metrics that may present misleading information.

Contact Center 121

Contact Center Abandon rate contact center associations Metrics 121

Playvox

APRIL 4, 2023

Just like agents are protecting your company, contact center leaders and managers need to protect them and their mental health. To keep turnover under control, you have to make sure your managers are trained to keep engagement up and morale high. Gallup reports that low-effort managers engaging in “quiet firing” is a big issue.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

SharpenCX

MARCH 10, 2020

You go through training, get coached to use the company software, and learn to de-escalate situations with angry customers. And after a year of dedication, you’re promoted to manager of your call center. Download Now: Improve how you coach and train agents with 29 facts and techniques for managers. Sound familiar?

Call Center 67

Call Center Management Coaching Metrics 67

SharpenCX

OCTOBER 22, 2019

You’re sitting in your 1:1 with Heather reviewing the same missed metrics you talked about last week. Or, maybe, Heather knows the metrics she needs to meet, but she has no way of seeing how she’s progressing towards those goals daily. It’ll improve agent morale and engagement, and skyrocket your business outcomes. What gives?

Metrics 64

Metrics Call Center Abandon rate Customer Service 64

Fonolo

JUNE 9, 2020

One of the most challenging aspects of running a contact center is managing your team. Metrics for Evaluating Contact Center Agent Performance. The first rule of business performance management: don’t make decisions blindly. This metric is a great way to track how efficiently your agents are managing their time at work.

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Contact Center Average Handle Time First call resolution Metrics 129

CSM Magazine

AUGUST 7, 2020

What separates great customer service managers from others with similar training? The best customer service managers (CSMs) are masters at multitasking. They perform administrative duties, demonstrate efficient management skills, and manage teams of customer support representatives. These five habits.

Customer Service 59

Customer Service Management Brand ambassadors Morale 59

Playvox

MARCH 27, 2023

Additionally, agents can benefit from coaching and mentoring programs that provide ongoing feedback and guidance to help them improve their performance. Real-time feedback and coaching can separate successful brands from mediocre ones by helping agents identify and correct issues as they arise.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Quality Contact Solutions

FEBRUARY 17, 2022

They lead their respective teams; they also hire, manage, and help the entire organization achieve its goals. Finally, they use and apply metrics to make data-driven decisions and track progress. Showing appreciation in group settings, like team meetings, and also acknowledging their individual contributions can help boost morale.

Sales 98

Sales Telemarketing Best practices Coaching 98

SharpenCX

FEBRUARY 18, 2020

Between meetings with other managers and department heads, you barely have time to answer all the mentions on Slack. But, as a contact center manager, the stakes of your own role are high. Download Now: Grow your management and coaching techniques with 29 key takeaways from your call center manager playbook.

Call Center 84

Call Center Coaching Management Contact Center 84

Monet Software

JULY 30, 2019

As a call center manager, these waves of data that come from different channels and platforms can be overwhelming. Metrics and Key Performance Indicators (KPIs) should help you monitor and analyze this data but again, there are so many of them. We selected the top call center metrics that will really help your call center succeed.

Call Center 54

Call Center Metrics Abandon rate Schedule adherence 54

Monet Software

APRIL 24, 2020

Unfortunately, working from home can also have a negative impact on morale and providing an exceptional customer experience. Management and motivational techniques are also required to overcome these new challenges. Manage to the Metrics. The real struggle in managing a remote workforce generally comes in belonging.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

Call Center Weekly

JULY 18, 2017

By Julie Fredrickson Whether you have a few employees occasionally working at home, or an entire staff working remotely, there are some extreme management techniques that can kill your employees’ productivity. Managing Out of Fear If you have a good employee who is performing well, and meeting their requirements, you are doing well.

Morale 120

Morale Employee engagement outsourcing Coaching 120

Serenova

MAY 1, 2020

According to research, 82% of North American employees do not think they receive adequate recognition at work, and that hurts productivity, morale and profitability—regardless of what else is happening in the world. A performance management solution like CxEngage Scoreboard can help. Often, it’s as simple as feeling appreciated.

Morale 98

Morale Coaching Contact Center Quality management 98

NobelBiz

JUNE 19, 2023

. – Brad Butler, Contact Center Software Consultant @ NobelBiz Mastering the Art of Real-Time Monitoring as a Call Center Supervisor Real-time monitoring is an art that, once mastered, opens a new dimension of customer service management. This enables them to identify areas for improvement and provide timely feedback and coaching to agents.

Call Center 52

Call Center Coaching Contact Center Metrics 52

Outsource Consultants

FEBRUARY 22, 2021

For most workers, it’s been almost a year away from the office — and morale is high: 86 percent of remote workers feel less stressed. And it’s only gotten harder for supervisors to effectively coach their agents with the shift to remote work. Workforce management to add efficiency across your agent pool. Generosity.

Call Center 76

Call Center Gamification Coaching Morale 76

Ann Michaels and Associates

JULY 21, 2023

Offer Training and Coaching: If specific areas of improvement are identified for multiple agents, consider providing additional training or coaching sessions to address these areas comprehensively. Use call center software and tools to monitor performance metrics and determine if evaluations lead to improvements.

Call Center 52

Call Center Customer Service Construction Coaching 52

Playvox

FEBRUARY 13, 2023

With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. But quality management is a vital area of your business — it’s what ensures your customers get top-notch service. What Is A Quality Management Program? of their revenue due to bad experiences.

Contact Center 78

Contact Center Quality management Calibration Coaching 78

Monet Software

NOVEMBER 6, 2019

As a manager, you are in the perfect position to implement modern solutions to improve morale in your call center. Workforce engagement management, a relatively new term in the market, combines solutions that help drive employee engagement through listening to the voice of your employee. We’re Here to Help.

Call Center 54

Call Center Schedule adherence Management call center workforce 54

Serenova

AUGUST 30, 2019

However, 82% of American employees feel like they are not recognized enough by their leaders for the contributions they make, which takes a toll on productivity, morale and profitability in a workplace ( HBR ). Recognition doesn’t have to be extravagant; it just needs to happen regularly to be a consistent morale boost.

Morale 60

Morale Gamification Coaching Employee engagement 60

SharpenCX

JUNE 11, 2020

Coaching and training in the contact center misses core components that make it stick. Download Now: Get real about coaching agents with these 7 methods you can apply today. Let’s walk through how to handle call center performance reviews to motivate agents and improve performance, not tank morale. You can fix it.

Call Center 76

Call Center Coaching Contact Center Feedback 76

Fonolo

NOVEMBER 3, 2020

Our research for The State of the Contact Center 2020 Report indicates that the change to remote work, along with increasing public scrutiny and growing corporate EQ, will cement Agent Satisfaction as the ‘Master KPI’ on which all other metrics depend. Keynote Speaker and Official Forbes Coach. ” — Annette Franz.

Contact Center 167

Contact Center Consulting Consulting Coaching 167

JustCall

DECEMBER 7, 2022

Sales call reporting can also create a good foundation for training and coaching, as it encapsulates best practices and performance. In the transition from becoming manager to guide, sales call reports can be a very important tool. Supplements Training and Coaching. Limitations are sometimes created by manual analysis as well.

Sales 52

Sales Management CRM Best practices 52