Playvox

JUNE 7, 2023

When I worked in contact centers, people would ask what I did for a living, and I would say Workforce Management. While workforce management on the whole can sound boring, high-tech, and at times confusing, there is logic to the madness. Workforce management will have a positive impact on your contact center — when you get it right.

Management 52

Management Contact Center Abandon rate Metrics 52

Beyond Philosophy

JULY 31, 2017

I tell them in blogs, in the books I write, and in the webinars we offer. Gallup’s CEO thinks the answer is “high performance coaches” who will help employees develop through ongoing conversations that focus on employee strengths. As opposed to the standard performance review that looks at metrics and highlights things to improve.

Entertainment 313

Entertainment Coaching Consulting Consulting 313

Playvox

OCTOBER 18, 2022

There’s a storm brewing in customer service centers, and the aftermath could create some big challenges for contact center management. In our 2022 study of customer support agents and managers, 68% of agent respondents said they didn’t want to return to an office. We also manage the team with the utmost respect.”. Leanne Y.,

Contact Center 69

Contact Center Management Coaching contact center workforce 69

CX Journey

MARCH 17, 2015

In November 2014, I participated in the Hooked On Customers Summit , a webinar series hosted by Bob Thompson of CustomerThink. I joined Bob, along with Jeanne Bliss, in the first webinar to discuss Creating Actionable Insight from a Customer Listening Engine. customer experience metrics voc voice of customer'

Metrics 77

Metrics Chief Customer Officer Coaching Feedback 77

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

Amity

FEBRUARY 1, 2017

That’s why Customer Success Managers spend so much time in adoption. > Join our upcoming webinar to learn how to define your key Customer Success metrics and goals. And this is exactly what we mean when we say Customer Success Managers are coaches. That’s part of it, but there’s much more.

Coaching 64

Coaching Metrics Management 64

Playvox

JANUARY 12, 2023

By tracking the right metrics and using smart technology, you can keep a close eye on your agents’ success and productivity — without becoming Big Brother in the process. Related Article: 5 Ways Contact Center Managers are Adapting to Remote Work. And they can help managers “walk the floor” remotely to stay engaged with their teams.

Quality management 69

Quality management Coaching Contact Center Metrics 69

NobelBiz

FEBRUARY 27, 2024

Here are some standout features: Hold Queues and Smart Call Routing: Efficiently managing incoming call volumes is fundamental. Performance Metrics and KPIs: Monitoring call center performance is essential. Metrics include First Call Resolution , Customer Satisfaction Score , and Call Handling Time 1.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Tethr

JUNE 30, 2020

Typical scorecard metrics—did the agent use the proper greeting, say the customer’s name three times, thank them for their loyalty, follow compliance scripts, etc.—might Are the metrics your business focuses on measuring actual quality in any discernible way?

Customer effort 66

Customer effort Scripts Coaching Metrics 66

Integrity Solutions

MAY 12, 2020

Those tools, along with things like managing activities, processes and training, are all part of it. That includes focusing on metrics like number of deals, size of deals, trends in deal size, velocity of opportunities, where deals are starting to fail in the pipeline and others. The Sales Manager as Coach.

Sales 126

Sales Coaching Metrics Technology 126

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

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Paul Husar, Senior Call Center Manager at LG Electronics. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Talkdesk

JULY 16, 2019

What is Performance Management? Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. That’s where leveraging contact center performance management software can help. The answer is both.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Playvox

MAY 26, 2021

As Jessica Albrecht, Customer Experience Manager at Rhone says, “We don’t ever want to be pushy with sales. If contact center’s primary motivation for cross-selling and upselling isn’t to increase revenue, then what metric do they hope to influence? The emphasis should be on customer education rather than hard-selling.

Upselling 92

Upselling Education Contact Center Coaching 92

CX Global Media

JULY 17, 2018

Frontline managers are no longer the limbs of an organization but the entire muscular-skeletal system. Make no mistake, Call Center Coach is not only the name of our business — it’s an industry need. According to an Executive Priorities report from Strategic Contact , coaching is the number one priority in contact centers.

Contact Center 179

Contact Center Coaching Construction Call Center 179

Monet Software

AUGUST 11, 2020

Why, When and How SMB Call Centers Can Integrate Quality Management (QM) Teams. These individuals take the lead in creating diagnostic tools like monitoring quality in live and recorded contacts, and identifying ways to train, coach and instill a quality mindset at every level. 3 Calibrate Quality Evaluations and Metrics.

Contact Center 71

Contact Center Calibration Quality management Call Center 71

Enghouse Interactive

OCTOBER 21, 2020

Access the On-Demand Webinar Playback of “How AI-Enabled Super-Agents Improve CX” with Kate Leggett , Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress , Director, R&D and Jacki Tessmer , Vice President – Product Marketing, Enghouse Interactive.

Self service 76

Self service Contact Center Benchmark Chatbots 76

CX Global Media

JULY 17, 2018

Frontline managers are no longer the limbs of an organization but the entire muscular-skeletal system. Make no mistake, Call Center Coach is not only the name of our business — it’s an industry need. According to an Executive Priorities report from Strategic Contact , coaching is the number one priority in contact centers.

Contact Center 136

Contact Center Coaching Construction Call Center 136

Playvox

NOVEMBER 29, 2022

While the issue is not unusual, it’s easier to manage if you have a solid call avoidance policy in place. When you create the right policy, you’ll get call avoidance rates down — to the benefit of both your customer satisfaction metrics and your agents’ experiences. Reduce Call Avoidance With Coaching And Training.

Contact Center 77

Contact Center Agent burnout Coaching Best practices 77

ChurnZero

JANUARY 22, 2021

If you’ve internally cursed the idea of selling or simply desire to take your sales skills up a notch, then this webinar is for you. To learn how selling and taking great care of your customers actually go hand in hand, we hosted a webinar with Bryan Neale, Founder of Blind Zebra Consulting and self-proclaimed “CS Sales Whisperer.”.

Sales 98

Sales Chief Customer Officer Upselling Metrics 98

Balto

JULY 27, 2023

If you don’t want to read them, check out our webinar recording here !) AI is being used behind the scenes to help agents with things like next best action and suggested answers, and helping with agent coaching and training. Pick one or two metrics that mean the most to you and try to see how AI can help you improve them.

Contact Center 52

Contact Center Call flow Interactive Voice Response Metrics 52

SharpenCX

JUNE 29, 2021

[Read Next:] Coaching and Training Action Items to Inspire your Customer Service Training Program. As a manager, you know the training game in your call center. To keep up with changes in automation and our increasingly digital workplace, coach your agents in the skills they need to keep up with the future of work. Creativity.

Customer Service 67

Customer Service Coaching Call Center call center software 67

ChurnZero

APRIL 26, 2019

Your new Customer Success Manager only gets to experience their first day on the job once. The difference between an effective and ineffective employee onboarding experience determines the long-term success of a new Customer Success Manager (CSM). Tip 1: Think Like a Human Resources Manager.

Coaching 58

Coaching Metrics Upselling SaaS 58

SharpenCX

FEBRUARY 11, 2020

It’s vital that you know where your team’s strengths and weaknesses lie, so you know how to coach to better performance. With metrics and KPIs, you set the bar for performance across your contact center. Use metrics to know where your agents need more coaching or training. Tip #3: Coaching for a Better Team.

Call Center 67

Call Center Coaching Contact Center Agent burnout 67

JustCall

APRIL 4, 2023

.’ It can include a wide range of topics such as product knowledge, sales techniques, effective communication, objection handling, customer service, and time management. You can create a rich repository of blog posts, ebooks, webinars, and other forms of educational material.

Call Center 52

Call Center Sales Inbound sales Upselling 52

Vonage

MARCH 26, 2018

We recently partnered with Bluewolf and Salesforce for a webinar on how today’s best service organizations are enabling those types of interactions, and the trends they will be focusing on in 2018. During the webinar, Furniss broke down four ways AI will impact customer service in 2018. Here’s what we learned.

Customer Service 91

Customer Service Contact Center Customer centricity Coaching 91

NobelBiz

JUNE 5, 2023

This challenge can be addressed by using market research tools and techniques, customer relationship management (CRM) systems, and data analysis methods. Regular training programs, incentives, and supportive management can help to motivate agents and boost their performance. Watch the free on-demand webinar here.

Call Center 52

Call Center Scripts CRM Contact Center 52

8x8

NOVEMBER 27, 2017

Most companies have implemented some sort of training or coaching program within their corporate structure and contact center. To analyze the benefits of the training or coaching, a systematic evaluation process needs to be put in place. On this level, coaches should identify things that may facilitate or hinder knowledge transfer.

Contact Center 48

Contact Center Coaching Quality management contact center solutions 48

8x8

NOVEMBER 27, 2017

Most companies have implemented some sort of training or coaching program within their corporate structure and contact center. To analyze the benefits of the training or coaching, a systematic evaluation process needs to be put in place. On this level, coaches should identify things that may facilitate or hinder knowledge transfer.

Contact Center 48

Contact Center Coaching Quality management contact center solutions 48

8x8

NOVEMBER 27, 2017

Most companies have implemented some sort of training or coaching program within their corporate structure and contact center. To analyze the benefits of the training or coaching, a systematic evaluation process needs to be put in place. On this level, coaches should identify things that may facilitate or hinder knowledge transfer.

Contact Center 48

Contact Center Coaching Quality management contact center solutions 48

ChurnZero

DECEMBER 18, 2020

To help make sense of the survey data, give their expert take on what it means for Customer Success teams, and offer up maturity recommendations based on the findings, we invited Megan Macaluso, VP Customer Success & Operations at ESG, and Jay Nathan, Chief Customer Officer at Higher Logic, to join us for a webinar. What are your metrics?

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87

JustCall

MARCH 8, 2023

Annette Franz is a renowned customer experience thought leader, consultant, coach, and author with over 30 years of experience in the industry. She has delivered over 1,500 transformative keynotes and coached over 20,000 leaders on elevating their companies’ CX game in the marketplace. Follow Jeanne on LinkedIn 6.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

ChurnZero

FEBRUARY 28, 2020

But, if you’re using digital communication, you have access to all sorts of “marketing” metrics to better understand your customers’ product and communication engagement. During the webinar, we discussed how to: Leverage email and in-app metrics to track overall customer engagement. Tuesday, March 31, 2020, 2:00 – 3:00 PM EDT.

Journey mapping 64

Journey mapping Customer centricity Accountability Metrics 64

COPC

OCTOBER 13, 2021

2020 was indeed a unique year for vendor managers and their outsourced partners. Vendor management organizations (VMOs) worldwide shared that the COVID-19 pandemic adversely impacted their outsourcers’ ability to meet organizational strategic goals. Optimizing virtual management and supplier business planning. Recruiting.

Best practices 52

Best practices outsourcing Contact Center Call Center 52

Amity

APRIL 7, 2017

You might need additional funds approved to hire additional Customer Success managers. Hiring a customer success operations manager could help your team develop templates, document your customer success playbooks and ensure efficiency when executing them. Register for the webinar! Step 2: Metrics. Step 1: Goals.

Chief Customer Officer 67

Chief Customer Officer Metrics Consulting Consulting 67

Serenova

MARCH 31, 2020

One of those features, CxEngage Scoreboard, provides contact center supervisors with a tool to effectively manage a remote workforce by keeping agents focused and engaged. Managing the Performance of a Remote Team. CxEngage Scoreboard includes automated coaching features that can meet this challenge.

Contact Center 90

Contact Center Gamification contact center solutions Finance 90

SmartKarrot

DECEMBER 5, 2022

Role: Senior Director, Customer Success Location: Remote, United States Organization: OneSpan As a Senior Director, Customer Success, you will build, lead and scale a growing customer success management team while ensuring an excellent customer experience and that outcomes meet the customer goals. Apply here: [link]. Apply here: [link].

Coaching 19

Coaching Metrics Accountability Sales 19