SharpenCX

JUNE 11, 2020

Agents meet up with supervisors or managers for performance conversations, soak in some feedback on metrics they missed, put their headsets back on and jump right back to customer conversations. Let’s walk through how to handle call center performance reviews to motivate agents and improve performance, not tank morale. You can fix it.

Call Center 76

Call Center Coaching Contact Center Feedback 76

NobelBiz

SEPTEMBER 12, 2023

Brad Butler, Contact Center Software Consultant @NobelBiz How is Talk Time Measured? By incorporating these best practices, you can empower your agents with the right tools, knowledge, and feedback mechanisms to ensure efficient customer interactions. Feedback Loop Creating a feedback loop is integral to agent improvement.

Metrics 52

Metrics Call Center Outbound sales Contact Center 52

ClearAction

JANUARY 4, 2020

“Long-term success with customer experience comes only when everyone in the organization understands who the customer is, what the customer’s expectations are, and how they impact the customer,” observed Cusick, who is now a CX and innovation consultant at CX Prophet, as well as a ClearAction Senior Advisor.

Customer Experience 48

Customer Experience Employee engagement Engineering Customer centricity 48

Callminer

MAY 11, 2020

And, coaching sessions provide an ideal opportunity for managers to check in with their agents or employees to get their feedback on how things are going from their perspective. When they’ve calmed down, agree with them but give constructive criticism. If the employee starts to change, you need to give positive feedback.

Management 273

Management Customer Experience Customer Service Coaching 273

Connecting the Dots

SEPTEMBER 7, 2020

Many consulting and training organizations point directly to employee attitudes and behaviors as the cause of more than two thirds of customer attrition. The post Treating employees as customers appeared first on Customer Care Measurement & Consulting (CCMC). Total employees at risk from major problems.

Surveys 62

Surveys Education Calibration Contact Center 62

aircall

DECEMBER 16, 2016

Call center monitoring is the continuous process of data collection, analysis, and feedback. The analysts can be employees themselves, or a part of an external consulting firm. This is crucial to placing mistakes and good calls within their proper context for a fair and constructive evaluation. Stay in the loop.

Call Center 82

Call Center call center software Abandon rate Metrics 82

CallSource Insights

JUNE 12, 2019

Create accountability through regular monitoring and employee feedback. If making a sale requires customers to come to your business or for you to dispatch a technician for a consultation, then phone handling and appointment booking rates (taking into account no-show rates) are imperative to understand your true marketing ROI.

Management 40

Management Coaching Advertising Accountability 40