ChurnZero

FEBRUARY 8, 2024

Now a successful stress management and productivity coach who works with go-to-market SaaS teams, Ryan was once a customer success leader, until burnout prompted him to become an expert on stress within the tech industry. You tend to see increased conflict, which leads to bad morale. You see people struggling to focus.

Morale 52

Morale SaaS Coaching Management 52

ChurnZero

SEPTEMBER 14, 2021

As the world’s most well-known salesperson Zig Ziglar once said “If you believe your product or service can fulfill a true need, it’s your moral obligation to sell it.” . During the webinar , Bryan also shared how to use a language framework to approach sales conversations. Get your Sales team to do coaching/training.

Sales 94

Sales Upselling Morale SaaS 94

CX Global Media

OCTOBER 22, 2018

For many, managing morale and employee engagement in a contact center is a complete mystery. Jim Rembach is the President of Call Center Coach and Host of the Fast Leader Show podcast. FREE TRAINING WEBINAR: Learn How Coca-Cola Adds Life to Contact Center Employee Engagement – Click to Tweet. Please Share.

Employee engagement 45

Employee engagement Contact Center Morale Coaching 45

SharpenCX

FEBRUARY 18, 2020

Download Now: Grow your management and coaching techniques with 29 key takeaways from your call center manager playbook. To coach your agents towards growth, you have to know what they’re shooting for. A Good Coach. To be successful, you need to build a coaching culture to inspire your agents. What are your goals?

Call Center 84

Call Center Coaching Management Contact Center 84

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

ChurnZero

JANUARY 4, 2024

“I’m calling it now,” says CS management coach Ryan Johansen. Companies that don’t do this might keep those employees without other options, but will see lack of engagement and poor morale.” Start with simple self-paced courses, in-product guidance, and live online webinars and workshops.”

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

Talkdesk

JULY 8, 2016

Talkdesk Product Manager Alex Willen and Slack Account Manager Jesse Elliott discussed Slack’s new functionalities as relates to phone support teams in our webinar “Using Slack to Reinvent the Call Center Experience.” These can pose significant challenges for agent coaching and other vital day-to-day tasks that occur in the call center.

call center software 40

call center software Morale Call Center Coaching 40

ChurnZero

SEPTEMBER 16, 2021

As the world’s most well-known salesperson Zig Ziglar once said “If you believe your product or service can fulfill a true need, it’s your moral obligation to sell it.” . During the webinar , Bryan also shared how to use a language framework to approach sales conversations. Get your Sales team to do coaching/training.

Sales 52

Sales Upselling Morale SaaS 52

NobelBiz

JUNE 5, 2023

If you want to learn more about all the best practices with training and staffing for contact centers, we encourage you to watch one of our latest webinars on this very topic: Contact Center Staffing in a Remote World: Most effective strategies for recruiting, retention, and motivation of Contact Center employees.

Call Center 52

Call Center Scripts CRM Contact Center 52

Balto

JUNE 13, 2022

What we think it means: As we reported on coaching , problems with script adherence scale with contact center size. With this in mind, it doesn’t help morale that agents in the largest contact centers report having the longest scripts. In 1,000+ agent contact centers, this situation is tough on morale. The Decision Lab.

Scripts 52

Scripts Contact Center Morale Best practices 52

JustCall

MARCH 7, 2023

Provide agents with sales playbooks they can reference during calls or chats, as well as embedded webinars and training videos they can watch between interactions if they need a refresher. This can be provided in digital or virtual workshops, video seminars, webinars, or one-on-one coaching and mentoring.

Best practices 52

Best practices Sales Morale Personalization 52

JustCall

MARCH 28, 2023

A work environment that promotes positivity not only improves employee morale but also directly impacts the performance of customer-facing teams and ultimately contributes to the success of the business. This helps build morale and fosters a positive work environment. Here are a few ways to cultivate this type of culture: 1.

Morale 52

Morale Sales Feedback Construction 52

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. Learn more about how intelligent contact center technology can help you drive profitable customer experiences in this webinar. Ignoring the issue is costly.

Contact Center 52

Contact Center Morale Cloud contact Coaching 52

Calltools

DECEMBER 9, 2020

Take advantage of video conference tools, call monitoring, and group webinars to improve at-home training. You might even want to combine monitoring with whisper coaching to make agents more successful. Offer Training for Remote Employees. Remote workers might need slightly different training than those working from your call center.

Call Center 52

Call Center Interactive Voice Response CRM Morale 52

Enghouse Interactive

OCTOBER 19, 2020

Register for TOMORROW’s webinar ( October 21 st at 11:00 EDT) “How AI-Enabled Super-Agents Improve CX” with Kate Legget , Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress , Director, R&D and Jacki Tessmer , Vice President – Product Marketing, Enghouse Interactive.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

Enghouse Interactive

APRIL 1, 2021

While contact centres have used solutions such as call recording, coaching software and real-time speech analytics to listen to the Voice of the Customer, now is the time to use it to look inward according to Jeremy from Enghouse. As well as Teams, technology provides the ability to better listen and understand how staff are feeling.

outsourcing 52

outsourcing Coaching Technology Analytics 52

Talkdesk

OCTOBER 20, 2016

Games are a great way to boost morale and incite fun competition among agents. When employees are able to chat with each other and keep in contact, it’s easier for them to ask for help, give fast answers, build camaraderie, get coached and avoid being alone, even if they aren’t physically co-located with their colleagues.

Call Center 40

Call Center Morale call center software First call resolution 40

SmartKarrot

MAY 17, 2021

Keeping up their morale by sharing small wins, lessons will help. Managers need to coach members to develop skills that will drive them in the right direction. Conduct a lot of testing around the messaging- a webinar or podcast to see different positions. You need to make sure every member gets value from team meetings.

Management 10

Management Best practices Metrics SaaS 10

CX Global Media

OCTOBER 15, 2018

When training can’t be accessed when needed or isn’t exactly what they need – it results in lower long-term productivity and morale because learning cannot be applied right away. The post ALERT: Leadership Training for Supervisors Is Being Disrupted appeared first on Call Center Coach. Experiential Learning.

Contact Center 269

Contact Center Morale Call Center Metrics 269

Noble Systems

APRIL 14, 2021

With better training and better morale, virtual call center employees can even be more productive than in a bricks-and-mortar site, leading to improved customer service. Agent monitoring with listen, coach and barge modes help ensure quality and provide opportunities for training and the ability to provide assistance during a call.

virtual call center 98

virtual call center Call Center call center solutions call center software 98

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

Kayako

MARCH 9, 2017

Train customers through webinars. Hosting webinars or public speaking on behalf of your company is a great way to develop your career. Senior Technical Advocate, Kushal Sharma, has given webinars on Service Level Agreements (SLAs), which are a useful tool for achieving good customer service at Kayako.

Customer Service 71

Customer Service Engineering Coaching Self service 71

Enghouse Interactive

APRIL 13, 2021

For more insight, view our past webinar with Forrester Research “ Lessons Learned from Moving to the Cloud ”. 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.

Contact Center 91

Contact Center Morale Technology Self service 91

Noble Systems

SEPTEMBER 8, 2020

Training and coaching to deliver the highest level of customer service. Training and coaching have never been more vital to success. Additional Resources: Webinar: From Onsite to Fully Remote Operations at Perdoceo Education – A CIO’s Perspective • Sep 15, 2020 @ 2:00PM • Register: US • APAC • EMEA.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

CX Journey

JANUARY 3, 2018

In last July's webinar with CallidusCloudCX, I talked about nine behaviors of CX Losers. They lead to reduced efficiencies, waste resources, kill productivity, reduce morale (with a them-and-us mentality), and are detrimental to your ability to create a customer-focused culture. There are more than nine, without a doubt!)

Journey mapping 59

Journey mapping Government Morale Coaching 59