Coaching Morale Quality management Study 
Playvox
MARCH 12, 2024
In contrast, low agent motivation is linked to high attrition rates in contact centers, resulting in increased recruitment and training costs, along with a negative impact on overall team morale. Positive reinforcement with tools like these can boost morale and lead to a more satisfied and motivated call center organization.
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?
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Playvox
APRIL 4, 2023
According to the 2023 Customer Rage Study by CCMC and Arizona State University , 74% of respondents reported experiencing a problem with a company’s product or service, up from 66% in 2020 and 56% in 2017. Disengaged agents are far more likely to leave — 84% more likely, according to Gartner’s study. Work-life imbalance.
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.
Playvox
MARCH 12, 2023
If a new way to perform heart surgery was developed that ensured a 99.99% success rate, it would make sense for all practicing surgeons to study, learn, and implement this new operation. Get in the habit of using quality management software with coaching to provide meaningful feedback and guidance to your agents.
SharpenCX
OCTOBER 22, 2019
On the flip side, a study out of The Strategic Journal of Business & Change Management linked KPIs to better work. The study showed teams who worked towards a clear, shared set of service KPIs were more engaged and productive at work. It’ll improve agent morale and engagement, and skyrocket your business outcomes.
Enghouse Interactive
APRIL 13, 2021
Metrigy’s (5) recent study illustrates this trend to integrating UC with CC. The investments made to achieve this rapid transition have been significant, and organizations will look to maximize the benefits that they, their customers, and employees can extract from them, until the next transformational crisis.
Expert insights. Personalized for you.
78 
Let's personalize your content