CSM Magazine

MARCH 16, 2023

This article will define emotional intelligence, its benefits for contact centers, and how it improves the customer experience. In the next section, we abord the benefits of emotional intelligence for contact centers. Why Does it Matter for Contact Centers? What is emotional intelligence?

Contact Center 52

Contact Center Customer emotions voip Construction 52

SharpenCX

MAY 31, 2023

In the evolving world of customer service, contact centers play a vital role in ensuring customer satisfaction. However, call center agent retention continues to be a challenge for many organizations. Provide Continuous Feedback and Coaching: Regular feedback and coaching sessions are vital for agent growth and improvement.

Call Center 76

Call Center Construction Coaching Morale 76

Monet Software

APRIL 24, 2020

High-speed internet, cloud-based applications and other technologies have opened a new vista for the call center—the remote agents. Most contact centers have had to quickly transition to working from home as a direct effect of COVID-19. No longer is the company limited to the talent pool surrounding the contact center.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

SharpenCX

SEPTEMBER 1, 2021

Have you ever received negative feedback from a customer? What did you do with that feedback? It’s likely that every agent will get constructive or negative feedback from a customer, from a peer, or from you at some point. And, how they react to that feedback is important. ??. Teamwork truly makes the dream work.

Call Center 128

Call Center Coaching Contact Center Feedback 128

Fonolo

JULY 13, 2021

Do your contact center agents seem tired, irritable, or emotional? How to Foster Agent Engagement in a Hybrid Contact Center. What causes call center burnout? Stress is notoriously prevalent in call center agents. Because of this, 75% of call center agents are at risk of burnout.

Agent burnout 81

Agent burnout Call Center Morale Contact Center 81

Balto

OCTOBER 31, 2022

With contact center turnover nearing 50% year-over-year, a lot of attention is given to how and why employees leave their place of work — and not enough is given to how they begin their time in the workforce. “Coach your agents on how to improve at their jobs, and provide specific feedback where possible.

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

Fonolo

APRIL 5, 2022

The cost of investing in the wrong leader is exorbitant– call center attrition and customer dissatisfaction are sure to increase if you do. How to Foster Agent Engagement in a Hybrid Contact Center. Call center agents don’t have easy jobs. Agent Engagement Will Be Critical for Contact Centers in 2022.

Call Center 99

Call Center Contact Center Gamification Construction 99

Fonolo

MAY 27, 2021

Employee feedback is critical for businesses who want to understand their employees’ opinions and attitudes towards work, and improve their business policies and processes. Engagement is especially important for call centers, since staff turnover is typically high. Discover the Six Crucial Contact Center Trends That Will Shape 2021.

Call Center 136

Call Center Surveys Coaching Best practices 136

TLC Associates

NOVEMBER 19, 2019

The responses to your contact center RFP can help you develop a strong sense of which partners can deliver on their promises to increase your revenue and public perception. Protect your investments by visiting one of their contact centers first. Personal devices may not be used on the contact center floor.

Contact Center 40

Contact Center outsourcing Coaching Average Handle Time 40

NobelBiz

SEPTEMBER 12, 2023

In the contact center realm, measuring Talk Time isn’t just about numbers; it’s the compass guiding us toward efficiency, quality, and customer satisfaction. Brad Butler, Contact Center Software Consultant @NobelBiz How is Talk Time Measured? Don’t miss out—watch today!

Metrics 52

Metrics Call Center Outbound sales Contact Center 52

Babelforce

JANUARY 20, 2022

In this post: Develop emotional intelligence Provide effective employee training Learn to embrace new technology Master effective conflict management & resolution Give your employees targeted feedback Appreciate your employees Refine your call center manager skills. Give your employees targeted feedback.

Call Center 52

Call Center Management Construction Best practices 52

SharpenCX

JUNE 11, 2020

Yet contact center leaders still struggle to engage agents, develop their teams, and improve performance. Coaching and training in the contact center misses core components that make it stick. The typical call center performance review isn’t structured in a way that helps your agents learn, understand, then improve.

Call Center 76

Call Center Coaching Contact Center Feedback 76

SharpenCX

APRIL 16, 2021

Then, turning that data into actionable and relevant feedback for your team gives agents context for how to improve. Plus, coaching your agents with developmental feedback also lowers agent turnover rates and builds trust. Balance praise and constructive feedback (with action items) to motivate agents to improve performance.

Customer Service 67

Customer Service Construction Coaching Metrics 67

Babelforce

MARCH 18, 2022

In many circumstances, customer feedback provides a level of transparency and honesty that marketing and sales communications cannot offer. Businesses should seek customer feedback and conduct internal customer service audits. Low company morale. How to boost employee morale. Loss of new and long-term clients.

Customer Experience 52

Customer Experience Morale Construction Sales 52

Dialer 360

MARCH 8, 2019

Call center reps is very important as having hiring excellent contact center software. Sometimes contact center reps is being repetitive. Usually, leaders control the team which may detrimental to the well-being of any contact center. This comes to negative and constructive with criticism.

Contact Center 24

Contact Center Call Center Construction Coaching 24

SharpenCX

FEBRUARY 18, 2020

But, as a contact center manager, the stakes of your own role are high. Only 41% of contact center agents feel there’s an opportunity to grow at work. When you emphasize training, regular feedback, and growth, your workforce gets more engaged. Becoming a better employee, like anything, takes practice and feedback.

Call Center 84

Call Center Coaching Management Contact Center 84

Callminer

OCTOBER 3, 2019

They can handle constructive criticism without taking it personally, and they’ll be honest if you ask them questions about how things can run better. Pay attention to employee feedback to keep your staff engaged and motivated. Hardworking, honest employees with ambition can keep your company’s morale high. This is Why.

Call Center 186

Call Center Morale Employee engagement Customer centricity 186

Fonolo

SEPTEMBER 14, 2023

Executives and managers know that contact center goal-setting helps usher in progress and bring about positive change. In a busy customer service department, having an agreed-upon set of milestones helps you cross the finish line because it clarifies decision-making, keeps morale up, and can even reduce agent turnover.

Contact Center 91

Contact Center Call Center Average Handle Time Construction 91

Connecting the Dots

SEPTEMBER 7, 2020

CCMC has developed a methodology for assisting contact center, retail, human resources, and customer satisfaction managers in identifying the issues that put the loyalty and motivation of the most employees at risk. CCMC usually experiences a 40-65% response rate among contact center or front-line employees.

Surveys 62

Surveys Education Calibration Contact Center 62

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

JustCall

DECEMBER 1, 2022

The need of the hour is for managers of work from home call centers to assist, interact and engage with their home agents using a range of reporting, monitoring and management tools. Encourage them to openly share their thoughts and constructively challenge each other, which will significantly help to motivate remote employees.

Call Center 52

Call Center Management Agent burnout Scripts 52

Connecting the Dots

SEPTEMBER 9, 2019

CCMC has developed a methodology for assisting contact center, retail, human resources, and customer satisfaction managers in identifying the issues that put the loyalty and motivation of the most employees at risk. CCMC usually experiences a 40-65% response rate among contact center or front-line employees.

Surveys 48

Surveys Education Calibration Contact Center 48

Fonolo

JULY 27, 2021

Several centuries later, Galileo’s words still ring true for contact centers. These days, there are tons of key performance indicators (KPIs) and call center metrics to evaluate call center performance and call center agent performance. How to Foster Agent Engagement in a Hybrid Contact Center.

Call Center 142

Call Center Abandon rate First call resolution Construction 142

Beyond Morale

SEPTEMBER 30, 2013

I spend a lot of my life working with customer experience and contact center leaders. Two of my most active associations are the Customer Experience Professionals Association ( CXPA ) and the Call Center Network group ( CCNG ). Everybody is looking for it. I participate in various events with different associations.

Customer centricity 63

Customer centricity Employee engagement CCNG Construction 63

Voxjar

JANUARY 11, 2018

First Call Resolution (FCR) is arguably the most important metric for small and midsize contact centers to track. Despite the importance of tracking FCR, small and midsize contact centers are often at a disadvantage compared to the big budgets and resources that larger contact centers have.

First call resolution 40

First call resolution Contact Center Construction Agent burnout 40

Comm100

OCTOBER 30, 2017

Contact center management is a difficult job. Even as an outsider, if you’ve spent any time at all working alongside a call center or contact center you’ve probably seen the same mistakes being made by management over and over regardless of the company, the market, the product or customer base. How can I fix it?

Best practices 45

Best practices Contact Center Management outsourcing 45

Netomi

JANUARY 5, 2022

Jeremy has more than 19 years of experience as a customer service professional leading high performing teams in the contact center. In all of her keynotes and workshops, Kate’s insights will teach you how to lead morale, engage employees like never before, and wow the customer with personal comfort. Leslie O’Flahavan.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98