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

Fonolo

MARCH 25, 2021

Yet less than 30% of contact centers track this metric, despite its direct impact on standard industry KPIs. Satisfaction surveys are one of the best ways to gain insight into how you can improve your employee experience. While tricky, agent satisfaction surveys can help you come close. How do I measure agent satisfaction?

Call Center 147

Call Center Surveys Agent burnout Contact Center 147

JustCall

OCTOBER 25, 2023

But while these agent performance measurement tools are effective, why not ask the customer to provide feedback? This is where post-call surveys come into play. In a Hubspot Survey , respondents were asked about the biggest challenges facing service agents. At its core, a post-call survey is a simple yet powerful concept.

Surveys 52

Surveys Best practices Feedback Metrics 52

delighted

AUGUST 24, 2021

Collecting and analyzing survey data is critical for pinpointing where you can improve your business. When collecting survey data from customers, it’s important to do everything possible to avoid getting biased answers. Survey results colored by acquiescence bias will result in business leaders making misinformed business decisions.

Surveys 93

Surveys Construction Coaching Feedback 93

GetFeedback

AUGUST 14, 2019

Measuring just a piece of this journey can seem short-sighted or not as powerful as other CX metrics, like Net Promoter Score (NPS). CX shouldn’t ever be measured by one metric alone. Customers and their experiences are complex and nuanced, so there’s no perfect metric. Goal 2: Coach employees. See the example below.

Metrics 109

Metrics Journey mapping Surveys Feedback 109

Uniphore

JUNE 10, 2021

3 Ways Call Center Coaching is Leading to Customer Churn. It’s no secret that better coaching creates more effective agents and better overall customer interactions. Why then do so many call centers struggle to convert coaching into real, measurable results? Smarter Coaching Is A Smart Investment.

Coaching 59

Coaching Call Center Average Handle Time Contact Center 59

CSM Magazine

FEBRUARY 1, 2022

Calabrio, the customer experience intelligence company, today announced its new coaching solution for agent performance management, Calabrio Performance Coaching. Identifying individual or team skill gaps allows leaders to better offer coaching and support to agents that need it.

Coaching 52

Coaching Gamification Customer Service Quality management 52

JustCall

MARCH 13, 2023

For many sales managers, sales coaching techniques are either too difficult to execute or too complicated to achieve. Whether you need to coach customer service teams right or coach newbies during the first call, using the right sales coaching methods is key. Here are 5 sales coaching techniques worth a try.

Coaching 40

Coaching Sales Feedback Metrics 40

Customer Service Life

MAY 21, 2018

The first was to gauge our quality performance across all of our programs and the second was to be a thought leader in the customer experience space — working to promote best practices in our approach to customer satisfaction (CSAT) survey results and share valuable insights with clients.

Metrics 68

Metrics Contact Center Customer Experience Average Handle Time 68

COPC

OCTOBER 24, 2023

In last month’s article , we looked at how coaching customer satisfaction (CSAT) to a number may lead to wasted time and effort, employee dissatisfaction, and difficulty improving CSAT results. CSAT as an Output Metric Something we need to align on first is that CSAT is an output metric in the contact center, not an input.

Metrics 94

Metrics Coaching Average Handle Time Consulting 94

NobelBiz

FEBRUARY 14, 2022

The metrics that are appropriate for your organization will serve as your compass. Before defining your Agent performance metrics, define your contact center goals Analyzing a KPI only because the competition does it is pointless. What are the right call center agent performance metrics to monitor?

Metrics 52

Metrics Management Average Handle Time Contact Center 52

SharpenCX

JANUARY 21, 2020

Download Now: Get real about coaching with 7 practical tactics to coach and train your agents. How do you know what metrics to measure to see if your customers are satisfied and loyal? Let’s take a look at what metrics to measure in your contact center to become a more customer (and employee) centric company.

Metrics 76

Metrics Contact Center Abandon rate Coaching 76

CCNG

APRIL 20, 2022

For example, a digitized agent coaching system enables team leaders to document their support interactions with agents and simultaneously capture key metrics about every touchpoint relevant to their routine. Analysts can correlate workflow intelligence with desired outcomes such as CSAT, NPS, FCR and other vital metrics.?

Customer Experience 195

Customer Experience CCNG Analytics Gamification 195

The Northridge Group

AUGUST 14, 2023

Of the associates surveyed for this report, 49% who left cited the need for a clear career growth path. Additionally, contact centers must invest in streamlined and high-quality employee onboarding, continuous skill development, and coaching.

Contact Center 92

Contact Center Coaching Morale contact center associations 92

SharpenCX

OCTOBER 6, 2021

A Korn Ferry survey reports that 33% of those changing jobs cite boredom as the top reason why they are leaving. Then, send out a customer and agent survey. Assess your data and the survey results. Set clear metrics to drive your team. First, choose the contact center metrics you want to improve and focus on.

Contact Center 128

Contact Center Coaching Metrics Employee engagement 128

Comm100

SEPTEMBER 27, 2018

Customer service agents should be adequately and continuously coached to learn the skills they need to provide quality customer service. Just like coaching in any other field, the coach needs to take the time to observe those being coached and to build them up where they need help.

Coaching 64

Coaching Feedback Customer Service Customer retention 64

Interaction Metrics

JANUARY 26, 2024

Martha briefly touches on how Interaction Metrics measures and improves the customer experience; then, Jason narrows in on call center training. Call Center Training Episode Summarized: What do Interaction Metrics’ clients have in common? The metric came in at 54 on a scale of 0 to 100, indicating a clear need for improvement.

Call Center 62

Call Center Metrics Coaching Surveys 62

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

Callminer

APRIL 24, 2020

In addition to call monitoring and scoring, managers and supervisors should also make it a point to schedule in time for targeted coaching sessions with agents. One best practice recommended by experts is to have the agent discuss what they believe to be their strengths and weaknesses during coaching sessions.

Best practices 182

Best practices Call Center Coaching Schedule adherence 182

aircall

JULY 14, 2021

But your employees’ motivations, socio-emotional commitment, and involvement in their jobs can’t be measured by employee satisfaction metrics. In designing an employee engagement survey , here are some questions to consider: What are your expectations for engaged employees? Unfortunately, that’s not often the case.

Employee engagement 98

Employee engagement Surveys Interactive Voice Response Morale 98

Vistio

JANUARY 5, 2022

Both metrics are designed to improve the caliber of customer interactions. But it’s no secret that in most contact centers, these metrics seem to fluctuate wildly and independently from each other, eventually turning into a kind of metrics whack-a-mole—you fix one only to find that the other now needs attention. THE OLD WAY.

Contact Center 52

Contact Center Metrics Gamification Coaching 52

Fonolo

SEPTEMBER 21, 2023

Surveying your agents and gaining qualitative feedback can help you identify gaps in your operational processes, especially when compared with quantitative data. The 4 Most Important Call Center Agent Performance Metrics 1. As with many of these call center metrics, CES is a good indicator, but rife with nuance.

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

Playvox

JANUARY 25, 2024

Operational costs – Agents who aren’t invested or lack training, feedback, or coaching tend to be inefficient, ultimately costing your business financially. Prevent and close employee skill gaps with a seamless integration to coaching. Workforce Management The yin to QM’s yang is Workforce Management (WFM).

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Global Response

MAY 15, 2023

Establishing Quality Control Processes First things first: in order to improve your call center quality control, you’ll need to establish baseline metrics—understanding where you are now—as well as define KPIs for the future—understanding where you want to be. What KPIs and metrics are most important for your call center?

Call Center 62

Call Center Scripts Coaching outsourcing 62

Fonolo

AUGUST 3, 2021

This is where organizing your contact center metrics into custom reports comes into play. The Executive Guide to Improving 6 Call Center Metrics. To clearly depict achievements and opportunities, your contact center metrics should be displayed in a visually appealing way that clearly defines your achievements. Abandonment rate.

Call Center 142

Call Center Abandon rate Contact Center Metrics 142

CX Journey

MARCH 17, 2015

One of the questions posed by Bob during the webinar was: “ How can managers avoid the metric becoming a goal rather than an indicator? All too often, we see companies chasing the metric, whichever one they choose, and trying to figure out how to move the number rather than appreciating it for what it is – a number.

Metrics 77

Metrics Chief Customer Officer Coaching Feedback 77

Fonolo

JANUARY 21, 2021

Surveying your agents and gaining qualitative feedback can help you identify gaps in your operational processes, especially when compared with quantitative data. Offer coaching sessions. It can be easy to get caught up in the analytics and metrics of performance. Think training is a one-time requirement for your agents?

Call Center 176

Call Center Construction Average Handle Time First call resolution 176

SoliCall

AUGUST 2, 2023

2 – Performance Feedback and Coaching. Regularly evaluate their performance and provide individual coaching sessions to address areas of improvement. 3- Clear Performance Metrics. 3- Clear Performance Metrics. Regularly update training materials to keep agents informed about new processes and procedures.

Call Center 52

Call Center First call resolution Construction call center software 52

Playvox

JANUARY 30, 2024

Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching. According to a recent Gallup survey , only 23% of employees worldwide and 32% in the U.S. Track metrics for success and improve the strategy and tactics as you progress.

Gamification 79

Gamification Contact Center Coaching Quality management 79

Customer Relationship Metrics

JULY 26, 2017

You’ve conducted surveys, created committees, put in recognition programs, and still you struggle. A Towers Watson survey, shows that only half of managers set effective employee goals. For the last few years Customer Relationship Metrics has been helping clients implement a modern QA model called Impact Quality Assurance (iQA).

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

COPC

JANUARY 15, 2024

According to the 2023 survey, only 71% of respondents felt their training adequately prepared them for success, down three percentage points over two years. Note that the same surveyed staff who are satisfied with their training are 200% more satisfied with their jobs. Enhance training to improve knowledge retention . 

Best practices 79

Best practices Employee engagement Coaching Feedback 79

Balto

JULY 7, 2022

When agents make mistakes on calls that lead to negative outcomes, it’s because they forget what to say and should be coached. In early 2021, Balto conducted a first-of-its-kind survey of over 1,000 agents to find out why they make mistakes on calls. It may take a few sessions before coaching and training effectively sink in.

Scripts 52

Scripts Coaching Surveys Construction 52

Playvox

NOVEMBER 1, 2022

Agents in our survey were resounding in their praise for remote work arrangements. A sprawling 2022 survey of more than 20,000 knowledge workers by Microsoft offers some insights. Coach And Motivate. Another fear many managers have is how to engage with remote workers and coach them to improve when they need it.

Contact Center 74

Contact Center Schedule adherence Average Handle Time Coaching 74

Vistio

MARCH 11, 2024

Set Clear Training Objectives and Performance Metrics In order to accurately assess the effectiveness of your agent training programs, it’s essential to have a clear set of objectives in place, along with accompanying performance metrics to track progress. Evaluating the Effectiveness of Your Agent Training Programs 1.

First call resolution 52

First call resolution Contact Center Best practices Coaching 52

Callminer

AUGUST 1, 2017

Make onboarding & ongoing coaching as stellar as possible. Metrics, Measure, and Monitor – Make sure your metrics and associated goals are clear and concise while aligning with efficiency and effectiveness. Make each metric public and ensure everyone knows why that metric is measured. James Pollard.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

SharpenCX

JULY 26, 2023

It’s time to stop viewing call center metrics as an end result. For instance, a standard call center metric like call duration becomes more valuable when you compare it to industry averages. From there, you can set goals for improving the metric. In team and 1:1 meetings, walk employees through the metrics and why they matter.

Call Center 67

Call Center Contact Center Contact center software Coaching 67

Playvox

JANUARY 12, 2023

Agents in our survey considered it the top motivator their contact center can offer, and 56% said they would consider leaving their job if they couldn’t continue. 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.

Quality management 69

Quality management Coaching Contact Center Metrics 69