Playvox

FEBRUARY 27, 2024

AI-driven tools and platforms are shaping the way contact centers engage with and manage their workforce. From recognizing employees to making coaching easier, AI can help improve employee happiness, job satisfaction, and overall well-being, among many other benefits to significantly impact company culture and organizational success.

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

CX Accelerator

DECEMBER 31, 2018

Other Actions: Coach your leaders to use the leadership behaviors you'd like to see, taking care to model how you want them to coach their direct reports.Ask your leaders to emulate the service vision when working with employees. You might take some ideas from what they did: All leaders attended Situational Leadership II training.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

NobelBiz

JUNE 19, 2023

Harnessing the power of real-time monitoring in call centers is like having a crystal ball that reveals customer needs and preferences in the moment, enabling personalized interactions that leave a lasting impression. This enables them to identify areas for improvement and provide timely feedback and coaching to agents.

Call Center 52

Call Center Coaching Contact Center Metrics 52

Integrity Solutions

MARCH 9, 2022

Against the backdrop of The Great Resignation, it’s something sales leaders and talent management leaders have to address head on, especially since burnout is now the number one reason people are quitting. It could be a problem with the sales process or time management skills. Prioritize Coaching.

Sales 75

Sales Coaching Multichannel Feedback 75

Totango

OCTOBER 20, 2022

Below we’ve compiled a list of 13 of the most important customer success skills to look for in a CS manager. 13 Important Customer Success Manager Skills: Top traits to look for in a customer success manager include: Empathy. Relationship management. Coaching and training. Time management.

Management 93

Management Upselling Coaching Best practices 93

JustCall

OCTOBER 19, 2023

Time Management Problems: Your remote workers may have gotten used to working in more flexible schedules. So, tracking their working hours and ensuring they are available during peak times can be challenging. Scalability + Flexibility: Managers can easily scale their remote call center by adding or removing agents as needed.

virtual call center 52

virtual call center Sales call center software Scripts 52

Playvox

MAY 11, 2023

The person who leads these teams plays a fundamental role in the management and work of all the teams. For all agents to do their respective work and optimize time effectively, remote managers must establish clear objectives and delivery times. But with remote work, you can’t fully control what an employee does.

Management 89

Management Contact Center Coaching Employee engagement 89

Virtual Live Labs

SEPTEMBER 30, 2020

Leaders and employees noticed that the processes of engagement, like training and coaching, just didn’t work anymore. As the weeks and months wore on, many people felt increasingly disengaged with their managers and companies. Employees have team meetings, round tables and coaching sessions.

Coaching 130

Coaching Contact Center Employee engagement Accountability 130

Virtual Live Labs

SEPTEMBER 30, 2020

Leaders and employees noticed that the processes of engagement, like training and coaching, just didn’t work anymore. As the weeks and months wore on, many people felt increasingly disengaged with their managers and companies. Employees have team meetings, round tables and coaching sessions.

Coaching 130

Coaching Contact Center Employee engagement Accountability 130

JustCall

MARCH 6, 2023

Provide proper training and resources and help agents to chart out a career plan Providing proper training and resources can greatly improve agent productivity. Encourage cross-training: Cross-training among agents can help foster collaboration and open lines of communication.

Coaching 52

Coaching Call Center Scripts Construction 52

Robert Davis

AUGUST 11, 2020

To meet the demand of organizations seeking training for their teams working from home during these challenging times, Robert C. For Supervisors: Coaching Your Work-From-Home Agents for Maximum Results. For Supervisors: Coaching Your Work-From-Home Agents for Maximum Results. Benefits of this approach.

Contact Center 62

Contact Center Coaching Accountability Time management 62

SharpenCX

FEBRUARY 4, 2020

Download Now: Master your manager skill set with 29 tactics and strategies to better coach agents. Hard skills are often gained through education or specific training. Soft skills are often seen as personality traits. You’re asked to meet a list of KPIs, all while coaching your team to meet high performance standards.

Call Center 84

Call Center Management Coaching Contact Center 84

CSM Magazine

MARCH 23, 2016

A better way may have been a long time coming or a long time being found, the better way usually came about due to a personal growth journey. Many first time leaders are promoted into their first roles, based on competence or technical skills. 7 Downfalls of First Time Managers. Rely on Title.

Time management 45

Time management Management Construction Feedback 45

Call Design

SEPTEMBER 2, 2021

If you’ve been in the contact centre space for more than a few hours, you’ve likely heard some version of the unofficial motto “Connecting the right interaction, to the right agent, at the right time.” We define our agents as “top producers” or “needs coaching”. DIRECTOR OF WORKFORCE MANAGEMENT AND ANALYTICS AT WORLD TRAVEL HOLDINGS.

Schedule adherence 148

Schedule adherence Coaching Finance Interactive Voice Response 148

CSM Magazine

MAY 12, 2022

Personal and organisational growth go hand in hand. In this workforce wellbeing management series, we’re bringing a magnifying glass to the current state of the contact centre, the rising stress levels in contact centres, and the action plan required to address them. And it starts with good training. Top executive challenges.

Coaching 59

Coaching Analytics Chatbots Self service 59

aircall

JANUARY 24, 2022

They want the whole experience, much like the personalized service you’d expect to get at an elite spa or a 3-star Michelin restaurant. . Personalize communications. Personalized service helps customers feel like they’re the only person in a crowd, and that has much value. How to Make a Client Feel Valued.

Call Center 126

Call Center Best practices call center software CRM 126

Comm100

JUNE 30, 2016

” And customer service training is vital to maintaining excellent customer relations. But not every team has the resources or time to create their own training regime. Pick the course that fits your companies time, budget, and learning needs, and you have nothing to lose. Customer Service Training by ALISON.

Customer Service 58

Customer Service Banking Education Scripts 58

JustCall

MARCH 9, 2023

The sales managers can leverage the application to broadcast the team’s achievements within its social network and on the company’s sales floor TV in real time. Managers can choose to broadcast their sales ranking, sales activities, leaderboards, and more. What Are Some of the Tips Used to Gamify Sales Training?

Gamification 52

Gamification Sales Morale CRM 52

NobelBiz

FEBRUARY 21, 2023

Or even staff improvement, such as training agents on handling specific types of calls. Improve efficiency: Reporting and analytics help managers identify inefficiencies in their operations and consequently make preventive measures. Or even staff improvement, such as training agents on handling specific types of calls.

Best practices 52

Best practices Analytics Contact Center Coaching 52

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. Sales managers have a stressful job. If it’s so important, why aren’t more sales managers in your organization coaching their people?

Sales 43

Sales Management Coaching Morale 43

Monet Software

APRIL 24, 2020

And they should take into account that remote work generally requires more independent time management skill and tech savvy than on-site employment. Remote agents also require as much orientation and training as their traditional call center counterparts. Feedback mechanisms to ensure communication is a two-way street.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

Liveops

JUNE 18, 2020

As companies around the world transition from in-person, brick-and-mortar office environments to virtual workforce models, jobseekers can access all kinds of opportunities to work from their own spaces and on their own terms. They’re committed to self-improvement through ongoing education and training. Networking.

Education 62

Education Banking Coaching Personalization 62

Noble Systems

MARCH 19, 2021

The auto-attendant frees companies from needing to have a live person ready and waiting to answer every phone call. The IVR can also provide advanced features, such as self-service for items that don’t necessarily require a live person (ie, checking an account balance). Managers can listen to an agent’s call in real-time.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

Serenova

AUGUST 25, 2020

Whether evaluating new support channels, providing more agent training or assessing areas to further streamline operations, for most contact center leaders, success is predicated on the ability to measure, evolve and improve. Captures staffing data in real-time. Trends in Workforce Management. Supports regulatory compliance.

Contact Center 40

Contact Center Schedule adherence Management Coaching 40

Balto

SEPTEMBER 23, 2022

Managers Often Focus on New Hires. Because of high attrition levels, customer support teams often focus most of their efforts on hiring, training, and ramping up new agents to get them on the phones quickly. With Balto, you can let agents set up the platform and put their personal stamp on it. Keeping Experienced Agents Engaged.

Scripts 52

Scripts Gamification Benchmark Surveys 52

ijgolding

NOVEMBER 17, 2016

Senior management wanted to outsource the function but when the outsourcer wouldn’t sign up to a KPI that targeted them with maintaining a 95% “satisfied or very satisfied” CSAT score (which is the figure the Helpdesk was consistently achieving at the time), management quickly changed their minds! If so, CX may be for you.

Customer Experience 95

Customer Experience Customer centricity outsourcing B2B 95

ChurnZero

MARCH 1, 2019

He has also led teams in client success, technology implementations, professional services, and change management. He has been an adjunct faculty member in psychology and personal development and a talent development facilitator. Can they manage a lot of change and stay in control?). tools, training, technologies, etc.).

Accountability 40

Accountability Banking Coaching Consulting 40

LiveChat

JULY 4, 2016

For Eric Shure from Media Temple, a true customer advocate should go beyond empathy and be “personally invested in partnering with every customer to provide them with the full spectrum of solutions.” No matter the resources or training you get as a customer service agent, you need to feel motivated. Time management skills.

Customer Service 47

Customer Service Personalization Coaching Education 47

SmartKarrot

MARCH 23, 2023

POLICY #2 Enhancing Skills Utilizing Professional Development and Training to continuously improve hard and soft skills. POLICY #3 Generous Paid Time Off Employers should consider time off a chance for employees to turn their brains on. When people cannot take time off, the quality of their work suffers.

Morale 10

Morale B2B Coaching Employee engagement 10

SmartKarrot

MARCH 23, 2023

POLICY #2 Enhancing Skills Utilizing Professional Development and Training to continuously improve hard and soft skills. POLICY #3 Generous Paid Time Off Employers should consider time off a chance for employees to turn their brains on. When people cannot take time off, the quality of their work suffers.

Morale 10

Morale B2B Coaching Employee engagement 10

CustomerSuccessBox

JUNE 8, 2022

You know, there’s, there’s some that you’re going to have a personal led touch, and there’s some that you’re going to have a very light touch or not at all. Um, and so I find that a lot of times management is lacking data data?driven Q: Any tips for CS leaders who want to manage churn/retention?

Management 52

Management Upselling Accountability Metrics 52

Russel Lolacher

MAY 15, 2023

In this episode of Relationships at Work, Russel chats with CEO, leadership coach and entrepreneur mentor Tammy McKinney on defining and establishing our boundaries at work, including how to defend them. But it kept staying in the personal realm. The difference of boundaries as a reaction vs. proactive. .”

Coaching 52

Coaching Consulting Consulting Personalization 52

aircall

OCTOBER 11, 2022

All while reducing the kind of cognitive stress and anxiety that can lead to personal outcomes worse than poor performance, such as burnout. That, combined with consistent time management, focus strategies, collaborative alignment, goals, and expectations-setting, plus clear ways of measuring efficiency. Now get started.

Customer centricity 118

Customer centricity CRM Sales Analytics 118

SharpenCX

MARCH 10, 2020

You go through training, get coached to use the company software, and learn to de-escalate situations with angry customers. You’re praised for your low Average Handle Time, high First Call Resolution, and outstanding CSAT Scores. And after a year of dedication, you’re promoted to manager of your call center.

Call Center 67

Call Center Management Coaching Metrics 67

CrazyCall

APRIL 9, 2019

Personal website. Before joining Salesforce she spent decades in various sales and leadership positions, managing both start-up and Fortune 500 sales organizations, including Gartner. Personal website. Personal website. If the sales process does get stalled out, the only person who loses is you. ”. Tiffani Bova.

Sales 133

Sales Consulting Consulting Coaching 133

JustCall

JANUARY 21, 2022

From business calls, sms, data, analytics, and coaching, you need to be able to get an eagle eye view of your sales and support to ensure your customers are not left in the lurch. . This makes sure that your incoming caller gets connected with the right person and has lower time till resolution. Voicemail . Call Monitoring.

Interactive Voice Response 52

Interactive Voice Response CRM Sales Coaching 52

Integrity Solutions

JANUARY 17, 2023

Set both personal and business goals. Personal goals also provide broader context for the “why” of your business goals. With personal as well as sales goals, writing them down is an essential step toward helping you achieve them. What is the real “why” behind what you’re doing?

Sales 71

Sales Management Personalization Time management 71