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.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Integrity Solutions

JANUARY 28, 2021

Various studies have shown that salesperson turnover rates are up to three times as high as rates for the overall labor force. As a result, the loss of that one salesperson can have a ripple effect on productivity and morale across the sales organization. In some industries, average sales rep tenure is just two years.

Sales 119

Sales Coaching Morale SaaS 119

aircall

JANUARY 3, 2018

If you’re managing a customer support team, then you’re as much a coach as you are a supervisor. Good coaches make their players better, but great coaches go the extra mile and continue making themselves better as well. Identify Coaching Opportunities. Feel free to go beyond the statistics as well. How could it not be?

Coaching 48

Coaching Morale Analytics Benchmark 48

Playvox

APRIL 11, 2023

A 2021 Gartner study found that disengaged customer service reps create a high-effort customer service experience three times as often as engaged employees do. When agents are clear on their priorities, they become more engaged, according to the Gartner study. Coaching is a critical aspect of agent engagement in contact centers.

Employee engagement 63

Employee engagement Contact Center Gamification Coaching 63

Playvox

FEBRUARY 13, 2023

A 2021 Qualtrics study spanning 17 industries found that, on average, organizations risk losing 9.5% Beyond evaluation scores, it also focuses on coaching and includes processes to maintain the integrity of the feedback, like calibration. If they don’t get it, they’re likely to move on, costing your business money in the long run.

Contact Center 78

Contact Center Quality management Calibration Coaching 78

Quality Contact Solutions

FEBRUARY 17, 2022

Showing appreciation in group settings, like team meetings, and also acknowledging their individual contributions can help boost morale. Prioritize Coaching The overarching goal of coaching is to make individuals and the team better. They stay in touch with their team and talk to them every day.

Sales 98

Sales Telemarketing Best practices Coaching 98

Taylor Reach Group

DECEMBER 11, 2019

Studies have indicated that in order for an employee to reach optimum performance, three major factors must be considered and addressed: Skills. In other sections, we have discussed the importance of performance improvement and coaching. However, it takes time (and necessary coaching) for agents to achieve that optimal performance.

Customer Experience 119

Customer Experience Coaching Contact Center Morale 119

Beyond Morale

OCTOBER 16, 2012

Have you ever stopped to ask why there are coaches and teams that are consistently at the top? I find myself looking to emulate great coaches (leaders) all of the time. There surely is a long list of winners to study. Coach K is More than a Winner. You FAIL without FUNDAMENTALS.

Employee engagement 66

Employee engagement Coaching Surveys 66

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. A Stanford University study showed employee productivity increased by about 13% when working from home.

Contact Center 121

Contact Center Abandon rate contact center associations Metrics 121

Expivia

MARCH 7, 2022

Studies show that 9 out of 10 employees are willing to trade a percentage of their lifetime earnings for greater meaning and satisfaction at work. Always praise your agents publicly to keep up morale. . However, individual conferences are the time and place for coaching, critiques, and constructive feedback.

Construction 98

Construction Morale Feedback Coaching 98

SharpenCX

AUGUST 18, 2020

Way back in 2019 (it feels like a decade ago, I know), a CCW Market Study found that only 11% of customers felt like brands genuinely cared about improving their experiences. A new CCW study shows that Covid-19 accelerated digital adoption among a large majority of consumers. In-line coaching and training. Obvious ROI.

Contact center software 67

Contact center software Contact Center Coaching Call flow 67

SharpenCX

AUGUST 18, 2020

Way back in 2019 (it feels like a decade ago, I know), a CCW Market Study found that only 11% of customers felt like brands genuinely cared about improving their experiences. A new CCW study shows that Covid-19 accelerated digital adoption among a large majority of consumers. In-line coaching and training. Obvious ROI.

Contact center software 67

Contact center software Contact Center Coaching Call flow 67

Noble Systems

JULY 30, 2019

The benefits of gamification in the debt collection industry include: Increased Agent Morale: Giving collectors a technology platform that’s engaging, enjoyable, and easy to use creates a more pleasant working environment. 37% increase in right party contacts (per agent, per week). 61% boost in call scores.

Gamification 53

Gamification Automotive Coaching Morale 53

Quality Contact Solutions

JANUARY 12, 2023

Showing appreciation in group settings, like team meetings, and also acknowledging their individual contributions can help boost morale. 10 Best Practices for Delivering Virtual Training Prioritize Coaching The overarching goal of coaching is to make individuals and the team better.

Sales 52

Sales Best practices Coaching Morale 52

3CLogic

AUGUST 3, 2021

When it comes to waiting on hold, studies have shown that callers don’t have a ton of time to spare. 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.

Interactive Voice Response 98

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

SharpenCX

APRIL 29, 2020

A study out of the American Psychological Association found that burned-out employees are 2.6x Build in time for agent coaching. To keep your team engaged and performing at their best, your agents need to be coached daily. As you forecast for customer needs and plan agent schedules, build in time for coaching each agent.

Coaching 76

Coaching Management Contact Center Morale 76

Balto

DECEMBER 16, 2022

With an increased emphasis on agent empowerment, your teams can feel increased confidence and morale, and provide an improved customer experience. Many contact centers have incorporated AI tools to help shape the future of their organizations; AI can provide representatives with real-time guidance and coaching while on customer calls.

Contact Center 52

Contact Center Agent Empowerment Self service Scripts 52

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.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Fonolo

APRIL 27, 2020

Here are our top tips for engaging remote employees and keeping agent morale high, so that you and your team can go (virtually) unimpeded for as long as you need to. In fact, a study by The Wall Street Journal suggested that ‘a sense of belonging’ could be the differentiator for success for companies.

Call Center 112

Call Center Morale Contact Center Gamification 112

TechSee

SEPTEMBER 29, 2020

However, these drastic measures are usually short term as they negatively affect CX and employee morale. A recent study on this topic found that customer satisfaction (CSAT) ratings are 35-45% lower for customers who must make a second call about the same issue. Reduce the need for followup with next issue avoidance.

Call Center 196

Call Center Self service Gamification Contact Center 196

BlueOcean

FEBRUARY 25, 2019

A global, cross-industry study published by Matthew Dixon in the Harvard Business Review helps us answer this (we were also honored to be featured in the ensuing article, Kick-Ass Customer Service ). In-person communications include side-by-side coaching, monthly one-on-ones, as well as and small focus groups.

Customer Experience 116

Customer Experience Coaching Feedback Customer Care 116

Integrity Solutions

SEPTEMBER 28, 2023

A recent study showed more than half of those surveyed (58%) said their customer service expectations are higher today than they were before the pandemic. 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

3CLogic

JANUARY 31, 2022

In fact, CCW Digital’s November Market Study reveals the top issue contact centers are facing is that tools and systems are too disconnected. This undercuts efficiency and morale, which can lead to significant employee retention issues. Provide Training And Coaching For Agents. Consider agents’ jobs as well.

Contact Center 59

Contact Center Customer Experience contact center solutions CRM 59

SharpenCX

FEBRUARY 25, 2020

As a call center manager, not only do you deal with high-stress customer situations, but you’re also responsible for team strategy, performance goals, management of budgets, employee satisfaction and coaching. And, this hurts you, team morale, and your customers. I’m sure some days you’ll do just about anything to get a breath in.

Call Center 76

Call Center Morale Metrics Abandon rate 76

SharpenCX

APRIL 14, 2020

Boosting FCR: Improve FCR with agent training, coaching, and empowerment. Download Now: 7 Ways to Improve your Coaching Skills to Impact Agent Performance. It leads to low morale, poor customer service, and high agent turnover. Read Now: How a Coaching Culture can Boost your Employee Engagement.

Metrics 84

Metrics Customer Service Employee engagement Morale 84

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.

Metrics 64

Metrics Call Center Abandon rate Customer Service 64

Toister Performance Solutions

JULY 11, 2019

Much of the post was based on a 2015 study by Michael Housman and Dylan Minor that reviewed hiring and termination data for 58,542 customer service employees. The study revealed 1 in 20 were terminated for toxic behavior within their first year of employment. What the study didn't account for was toxic employees who weren't fired.

Advertising 89

Advertising Airlines Surveys Morale 89

CSM Magazine

APRIL 25, 2022

According to a Pew Research study , many are leaving jobs where they felt disrespected. Too many constrictions are bad for employee morale. No matter how much you study what your customers want, you’ll likely miss key information if you aren’t consulting with employees as well.

Scripts 52

Scripts Morale Banking Contact Center 52

SharpenCX

MARCH 10, 2020

You go through training, get coached to use the company software, and learn to de-escalate situations with angry customers. Download Now: Improve how you coach and train agents with 29 facts and techniques for managers. There are many skills you should consider when you hire new agents and coach them to success. Sound familiar?

Call Center 67

Call Center Management Coaching Metrics 67

Integrity Solutions

JUNE 29, 2018

Sales Effectiveness Often Starts by Understanding Why Your Sales Managers Still Aren’t Coaching Their Teams. It’s about sales coaching- and sales effectiveness. Seventy-six percent of the respondents told us that coaching their salespeople is strategically important to achieving their targets this year.

Sales 43

Sales Management Coaching Morale 43

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. minutes, thanks to Balto’s AI-powered, real-time guidance for agents.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

Etech GS

MARCH 9, 2020

This can decrease company morale. One study even found that workers who are unhappy at work are, on average, 10 percent less productive than happy employees. However, if your company has adopted a supportive culture of coaching, your employees are more likely to be open. Great Culture Makes Employees More Productive.

Morale 52

Morale Coaching Construction Advertising 52

Etech GS

MARCH 9, 2020

This can decrease company morale. One study even found that workers who are unhappy at work are, on average, 10 percent less productive than happy employees. However, if your company has adopted a supportive culture of coaching, your employees are more likely to be open. Great Culture Makes Employees More Productive.

Morale 52

Morale Coaching Construction Advertising 52

CX Accelerator

JULY 1, 2019

A recent study published by the Temkin group discovered that companies earning $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience. Great Western Railway provided Autism awareness training for over 3500 front-line staff.

Customer Experience 140

Customer Experience Journey mapping Education Morale 140

Select VoiceCom Blog

AUGUST 1, 2023

A study shows that 86% of customers are willing to pay more for a better customer experience, and 73% fall in love with a brand because of friendly customer service. Provide online courses, on-site workshops, and one-on-one coaching or mentoring options to empower them in their roles.

Customer Service 52

Customer Service Brand ambassadors Journey mapping Metrics 52

SharpenCX

JULY 14, 2020

According to a 2016 study, 74% of call center agents were at risk for burnout. Turnover is expensive and takes a toll on morale. As a manager, you can provide training to support and coach agents through those abusive online experiences. From Bullying to Burnout. And that was before the pandemic. It’s pretty terrible.

Agent Empowerment 128

Agent Empowerment Call Center Contact Center Morale 128

aircall

JULY 14, 2021

Studies have shown that highly engaged teams are 21% more profitable than those who feel less connected to their work. You can identify disengaged employees by their low morale and negative perception toward work and even their colleagues. Studies show that employees who feel heard and recognized are 4.6

Employee engagement 98

Employee engagement Surveys Interactive Voice Response Morale 98