Balto

FEBRUARY 20, 2023

Myth: Call coaching software is only helpful for onboarding new agents. Fact: 61% of tenured agents use call coaching software and those who do have higher job satisfaction and other success metrics across the board. How Does Call Coaching Software Help New Agents? How Does Call Coaching Software Help Tenured Agents?

Coaching 52

Coaching Average Handle Time Gamification Contact Center 52

CCNG

NOVEMBER 9, 2022

Maintaining connectedness within a contact center has always presented unique challenges. The warp-speed migration to work-from-home complicated things further—IT and operations management continue to augment processes and technologies to support an evolving landscape of remote and hybrid teams.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

COPC

JUNE 9, 2023

If you’ve been following along, you already know the incredible value that a balanced scorecard brings to performance management. Agent Scorecards Now, let’s explore agent scorecards crucial in coaching, development and staff engagement. These scorecards serve as a valuable tool during monthly coaching sessions with agents.

Management 52

Management Coaching Metrics Average Handle Time 52

The Northridge Group

APRIL 15, 2024

In our 3-part series: People, Process, & Technology — and the Intersection of AI, we have asked industry leaders in technology, people and process management to explain what AI is, what it isn’t, and how it can be a benefit (and a curse) in each area. It means your supervisors must be talking to their team regularly.

Technology 122

Technology Brand ambassadors Contact Center Multichannel 122

Education Services Group

OCTOBER 26, 2022

Customer Success leaders often run into a recurring theme when meeting with Customer Success Managers (CSMs): CSMs seem to be weighed down in tactical conversations with their customers and leave every call feeling they are adding little or no value to the business partnership.

Coaching 52

Coaching Scripts Education Metrics 52

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

Callminer

APRIL 21, 2020

The role of a call center manager is complex and challenging. Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. Ben Winter.

Call Center 182

Call Center Management Scripts Coaching 182

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. Here we’ve identified the 13 most essential qualities to consider when hiring a CS manager. What Is a Customer Success Manager (CSM)? What Is a Customer Success Manager (CSM)?

Management 90

Management Upselling Coaching Best practices 90

ClientSuccess

JULY 7, 2021

Customer success managers are tasked with being great at a lot of things. Project management, sales, issue mitigation, etc. – For many customer success departments, however, CSMs are responsible for managing customer relationships and moving them forward as well. the list could go on and on. Planning: .

Coaching 59

Coaching Management Sales 59

CCNG

MARCH 30, 2022

Over the last couple of years, I have noticed the word “cadence” come up frequently within the work-at-home leadership vocabulary as part of how to manage front-line agents. However, using the word “cadence” as a management tool to lead people in the work-at-home space puts a manager’s skills and ability to achieve top performance into a box.

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195

CCNG

OCTOBER 12, 2022

Could creative organizational structures be a way to create new and dynamic management-to-employee ratios in a way that helps drive employers’ career development, employee satisfaction, and retention? Try changing the manager-to-employee/worker ratios. Why do we suddenly promote a new first-level leader to manage 15 to 20 people?

Coaching 195

Coaching CCNG Employee engagement Best practices 195

ShepHyken

SEPTEMBER 22, 2021

The way leaders and managers treat employees is how employees are going to treat others, including the customer. . Here at Shepard Presentations, we live by three words: Always Be Amazing! The leader of a truly effective team is like the coach of a professional sports team. It should be one sentence or less.

Customer centricity 273

Customer centricity Coaching Finance Customer Service 273

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

Totango

JULY 28, 2021

Following best practices for hiring a customer success manager can make a critical difference in the quality of your customer relationships. Customer success managers serve as the face of your company in dealing with clients, playing a key role in ensuring satisfying experiences of your brand. What Is a Customer Success Manager?

Best practices 118

Best practices Management Brand ambassadors Upselling 118

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

Expivia

MAY 28, 2021

Good managers and supervisors are the best at guiding and motivating agents. And call center management training is how you can ensure that your leadership team is up for the task. Good Managers Aren’t Born. Many call center managers assume that because an associate did a great job on the phone they’ll be a good supervisor.

Call Center 98

Call Center Management Coaching Education 98

DMG Consulting

MAY 8, 2023

The Transformation of Workforce Engagement Management By Donna Fluss View this article on the publisher’s website. Last year was an excellent one for sales of workforce optimization/workforce engagement management (WFO/WEM)-related systems and applications.

Management 62

Management Enterprise Analytics Contact Center 62

COPC

MARCH 11, 2024

and Centrical have teamed up to present the Improving Contact Center Retention Series, offering strategies to increase call center retention and lower attrition-related expenses. Below, we present the culmination of our insights with critical questions that leaders need to consider throughout the employee lifecycle.

Call Center 98

Call Center Gamification Coaching Employee engagement 98

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

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

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

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

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

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

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

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

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

Hero Digital

JULY 9, 2019

Not only is the future is female, but we should be reminded that the present is also female. As an athlete and ski and soccer coach – including for athletes bound for the Olympics – Cindy brought to life her personal experience of five principles that attendees could apply to their own career paths. Cindy Zerger , Sr.

Scripts 40

Scripts Coaching Personalization Consulting 40

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

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

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

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. Build in time for agent coaching. We’re here to help.

Coaching 76

Coaching Management Contact Center Morale 76

Customer Centric Support

JULY 18, 2017

Tips for creating a customer-centric quality management program. When implemented well, a Quality Management program has the potential to revolutionize both the agent and the customer experience. I look forward to my weekly coaching sessions because it shows that my supervisor really cares about my success.

Quality management 61

Quality management Management Coaching Calibration 61

CSM Magazine

JANUARY 20, 2020

Good managers are different from other bosses. 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. Good managers do this concisely but with passion, not matter what the work is. Plus, they think bigger.

Management 52

Management Coaching Morale Employee engagement 52

Integrity Solutions

NOVEMBER 13, 2020

Sales managers are key to that. While most healthcare sales leaders already know how to manage and balance the two, the distinction here is that they have to be able to coach their teams to do the same. Coaching Healthcare Sales Reps to Excel. For a featured story in LTEN’s Focus on Training magazine, Manage or Coach?

Healthcare 112

Healthcare Sales Coaching Customer centricity 112

Myra Golden Media

MAY 6, 2019

Encourage employees to place callers on hold while they seek advice from the team on how to manage tough situations. People were more fluid and relaxed, fully present, and – dare I say, happy. Create a spider web type layout where all of your employees can see and interact with one another at once. Fewer Escalated Calls.

Customer Service 256

Customer Service Consulting Consulting Coaching 256