3CLogic

AUGUST 3, 2021

Failing to do so could result in a series of business challenges including lost sales, diminished customer loyalty, and damaged employee morale. Monitor Agent Activity To Provide Real-Time Coaching. Learn how your contact center can get callers off hold and on with their day.

Interactive Voice Response 98

Interactive Voice Response Contact Center Contact center software contact center solutions 98

The Northridge Group

JULY 20, 2023

These fees and factors impact the overall employee experience, which in turn, can negatively influence productivity and the customer experience as low morale chips away at job performance and adds friction to the customer journey. Likewise, AHT is used to measure the time an associate spends working on a customer issue.

Contact Center 121

Contact Center Abandon rate contact center associations Metrics 121

TechSee

OCTOBER 10, 2019

In addition, a culture of collaboration builds stronger morale for agents who see themselves as part of a bigger picture, working together to achieve company goals, rather than racing to meet their own quotas. Whisper coaching enables managers to listen in on agents’ calls, and coach them in real time.

Contact Center 117

Contact Center Wireless Scripts Average Handle Time 117

Contact Center Pipeline

JANUARY 31, 2022

In this month’s most-read posts, our authors offer insights on how the contact center agent’s role has evolved and become more complex, how best to engage with your WFH agents, how to improve your customer-centric self-service options, and how to harness the power of Institutional, Organizational and Operational processes to shape CX excellence (..)

Customer centricity 130

Customer centricity Self service Contact Center Morale 130

SharpenCX

AUGUST 18, 2020

When you do, productivity, morale and customer satisfaction suffer. In-line coaching and training. Does your omnichannel software put coaching and training into your daily workflow? Your agents crave feedback and relevant coaching in-the-moment. Don’t invest in systems that cause more pain for your agents.

Contact center software 67

Contact center software Contact Center Coaching Call flow 67

SharpenCX

AUGUST 18, 2020

When you do, productivity, morale and customer satisfaction suffer. In-line coaching and training. Does your omnichannel software put coaching and training into your daily workflow? Your agents crave feedback and relevant coaching in-the-moment. Don’t invest in systems that cause more pain for your agents.

Contact center software 67

Contact center software Contact Center Coaching Call flow 67

SharpenCX

MAY 5, 2020

Download Now: Get real about coaching your agents to engagement with these 7 methods. Or, maybe they help jazz up some of the self-service materials you offer customers. If you hold agents to a standard they believe they can’t affect, morale and engagement decline rapidly. Agent engagement starts with better coaching.

Contact Center 90

Contact Center Customer Service Coaching Metrics 90

Select VoiceCom Blog

AUGUST 1, 2023

Provide online courses, on-site workshops, and one-on-one coaching or mentoring options to empower them in their roles. Motivate and reward your employees Nurture a culture of motivation and appreciation within your customer service team by implementing strategies to inspire exceptional service.

Customer Service 52

Customer Service Brand ambassadors Journey mapping Metrics 52

teleopti

AUGUST 23, 2019

Likewise, contact centres try to avoid anything that takes agents away from direct customer care, for example, extra coaching, team meetings, comfort breaks, helping other departments and system downtime. 5 ways to strike the right balance with WFM. Better skills mean happier employees and less attrition. Collaborative working.

Coaching 63

Coaching Morale Best practices Contact Center 63

Playvox

MAY 26, 2022

And with 69% of service agents considering leaving their customer service role altogether, it’s best to take action to improve morale. Contact center AI simplifies the customer service experience and provides self-service that can save time so there’s less friction between customer and agent.

Contact Center 52

Contact Center Morale Cloud contact Coaching 52

Enghouse Interactive

JULY 7, 2021

The supervisor’s value is in rewarding positive skills and behaviors, providing ongoing coaching and encouragement, correcting bad practices, and identifying training gaps, while also insulating the contact center from unexpected problems and issues. Continuous improvement by better coaching agents.

Scripts 52

Scripts Coaching Contact Center Call Center 52

Fonolo

SEPTEMBER 27, 2016

Not only do you have to have the right people talking to your customers, but you have to have the right managers in place motivating and coaching the agents.” “Front line managers are the most critical part of the Customer Service team. Continuous coaching and training helps mitigate this risk.”

call center professionals 98

call center professionals Call Center Average Handle Time Contact Center 98

Noble Systems

SEPTEMBER 3, 2019

The right IVR solution can provide better customer service as well as reduce the reliance on your agents. Touch-tone and voice commands route calls, provide personalized information to callers and offer faster self-service for transactions that do not require an agent. Lack of recognition and reward.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53

Enghouse Interactive

NOVEMBER 27, 2020

At the same time, a greater proportion of routine customer service queries are now handled through web and voice self-service – research suggests that 83% of consumers are happy to use web self-service systems in order to help themselves.

Self service 58

Self service Benchmark Scripts Best practices 58

TLC Associates

JUNE 20, 2019

Seasonal agents might not have received proper training to resolve issues or ongoing coaching to improve their skills. Providing self-service options or even virtual queueing (where customers can keep their place in line without remaining on the phone) keep customers engaged for longer, which also has a positive impact on your CSAT scores.

Customer Service 40

Customer Service Average Handle Time Abandon rate outsourcing 40

Kayako

SEPTEMBER 29, 2015

Setting multiple goals can boost morale and keep the team focussed. You want to identify employees who are not providing excellent customer service and these should be coached on how deliver better customer service for the next quarter. As soon as the first bad survey comes in, everyone will stop trying as hard.

Customer Support 106

Customer Support Morale Surveys Coaching 106

Enghouse Interactive

JULY 29, 2021

Call Recorders Can Save You from Disaster. Customer experience (CX) expectations have changed. Today, customers expect helpful, accurate, and insightful responses from empowered agents that can resolve any situation, on the first call. All this while new regulations and obligations rapidly accelerate business process change.

Scripts 96

Scripts Contact Center Benchmark CRM 96

Integrity Solutions

SEPTEMBER 28, 2023

Clearly define what “customer-centric” actually means as a core value in your organization, and then pull it through into your customer service training. Training and coaching will activate your values and make them visible to the customer. Managers have to coach and set expectations around a customer-focused approach.

Customer Service 110

Customer Service Coaching Contact Center Banking 110

CSM Magazine

APRIL 12, 2023

Enterprise-grade workforce management capabilities, including smarter, faster scheduling to manage service complexities, at scale. Customers access leading agent self-service tools, like Self-Scheduling, that maximize team morale and day-to-day efficiency.

APIs 52

APIs Analytics Coaching Morale 52

3CLogic

NOVEMBER 10, 2021

Consider the additional effect on employee morale, the ongoing loss in intellectual property, and the long-term implications for the customer experience — the costs can grow far beyond immediate operational expenses. Go Beyond Metrics To Offer Individualized Coaching. Not convinced?

Contact Center 93

Contact Center Interactive Voice Response Schedule adherence Average Handle Time 93

Balto

NOVEMBER 2, 2023

Technology can also help contact centers guide and coach agents by easily identifying their strengths and weaknesses. These inefficiencies can be a result of low agent morale, high turnover rates, agent burnout, and a lack of self-service channels.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

JustCall

APRIL 3, 2023

But while cold calling is still very much a part of the sales process, manual dealing and waiting for people to answer is highly time-consuming and frustrating, especially leading to the sales folks losing their morale. The solution is priced at a nominal rate and includes IVR, Voice Broadcast, and Call Tracking Features.

Interactive Voice Response 52

Interactive Voice Response CRM B2B B2C 52

Enghouse Interactive

OCTOBER 12, 2021

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Customer Experience 72

Customer Experience contact center solutions Morale Self service 72

Enghouse Interactive

OCTOBER 19, 2020

AI Makes It Possible (Blog Series). Constant Learning Improves AI Recommendations.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

Kayako

MARCH 9, 2017

Blog writing has positively affected my work place morale and helped me to fulfill career aspirations. Coaching, mentoring, and training new staff. It may even take your work and service to a higher level. “Coaching and mentoring has helped me scale my career in customer support. Creating self-service documentation.

Customer Service 71

Customer Service Engineering Coaching Self service 71

aircall

APRIL 16, 2021

Team building and improving morale. Quality assurance – Leverage coaching opportunities, evaluate sales pitches, and analyze calls using AI to draw out common objections or competitor mentions. Automated emails are a good way to coach your customers on how to use your products and services successfully.

SaaS 62

SaaS Sales Coaching APIs 62

NobelBiz

FEBRUARY 27, 2023

One way to achieve that is implementing self-service options. As self-service customer experience enhances customer satisfaction and increases efficiency, it is becoming increasingly critical for contact centers’ success. Including classroom training, online training, on-the-job training, and coaching.

Contact Center 52

Contact Center Self service Metrics Wait times 52

CSM Magazine

APRIL 25, 2022

Too many constrictions are bad for employee morale. For example, around 76% of consumers today prefer some kind of self-service option. Giving customers the ability to self-serve allows your employees to focus on the customers who need that extra personal touch.

Scripts 52

Scripts Morale Banking Contact Center 52

Talkdesk

JUNE 14, 2019

Training and coaching agents won’t do much if the CRM, desktop tools, and workflows are disparate and uncoordinated. Ensure customer self-service (chatbots, knowledge bases, communities, and automation) offers alternate service channels for customers that then allow agents to focus on higher priority and more interesting work.

Call Center 78

Call Center Morale Metrics Coaching 78

Enghouse Interactive

OCTOBER 12, 2021

Add self-service so that customers can have control of how they engage with you. Integrate a Knowledge Base into your self-service process to ensure specific help can be provided quickly via text, documents, or text-to-speech. Use Artificial Intelligence to listen to what is being said, “why”, and the “what” behind it.

Customer Experience 86

Customer Experience Self service Banking Employee engagement 86

Enghouse Interactive

APRIL 13, 2021

A CCaaS solution would retain the same data structures and records – and uses any existing custom-developed CRM or CTI integrations… even enabling the seamless integration of advanced AI-enabled self-service tools, putting control into the customer’s hands…where they want it.

Contact Center 91

Contact Center Morale Technology Self service 91

Tenfold - Contact Center Blog

DECEMBER 28, 2017

Humana deployed artificial intelligence software trained to detect conversational cues, to coach call-center agents and supervisors, in real-time, when calls with customers were going awry. This is an effective means to slowing turn around and improving productivity by boasting morale.

call center workforce 54

call center workforce Call Center Technology Management 54

Noble Systems

SEPTEMBER 8, 2020

Other essential software technologies to consider for your cloud-based contact center include WFM for schedule optimization; analytics to uncover trends and assist agents during a transaction; and advanced IVR to create new flows or self-service programs to enrich the customer’s experience. We are all learning as we go.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76