Fonolo

AUGUST 12, 2021

Give positive and constructive feedback. Create a culture in your call center where both managers and agents feel empowered to offer feedback. Give positive feedback to your agents in public, and offer constructive critiques in private. Offering valuable feedback improves call center agent productivity.

Call Center 148

Call Center Abandon rate Average Handle Time Construction 148

customer sure

SEPTEMBER 30, 2020

The best way to find out exactly how to rebuild your customers’ confidence is to make sure your customer feedback processes are match fit. Instead impress your customers with how easy you can make it to give feedback and how responsive you can be to their changing needs. What is real-time customer feedback?

Feedback 62

Feedback Surveys Construction Customer retention 62

Fonolo

JULY 27, 2021

How to provide constructive feedback to your agents. When providing constructive feedback to your agent, make sure they know where it’s coming from. You can accurately fill out scorecards using technology such as real-time call monitoring. CSAT is usually measured through an interactive survey at the end of a call.

Call Center 142

Call Center Abandon rate First call resolution Construction 142

Fonolo

SEPTEMBER 21, 2023

Surveying your agents and gaining qualitative feedback can help you identify gaps in your operational processes, especially when compared with quantitative data. Qualitative Data – Data that needs interpretation such as employee feedback. TIP: Feedback sessions don’t always have to happen in a formal evaluation setting.

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

SoliCall

AUGUST 2, 2023

2 – Performance Feedback and Coaching. Implement a robust performance feedback system to provide agents with constructive feedback. Provide agents with detailed feedback on their performance to help them improve. 5 – Technology and Tools. 3- Clear Performance Metrics.

Call Center 52

Call Center First call resolution Construction call center software 52

CSM Magazine

MARCH 26, 2024

Use tools like surveys, customer interviews , and feedback forms to collect insightful data. Empathetic Design: In your development cycle, include stages where user feedback directly influences design choices. Feedback Loops Encourage ongoing communication with your customers.

SaaS 52

SaaS Customer Experience Construction Analytics 52

aircall

FEBRUARY 24, 2021

Take a page from the book of the most successful sales managers and companies—they’ve already tried and tested every technology available, and have developed proven methods for setting up tools and processes to run more efficient and effective sales programs. Using Technology to Increase Sales Productivity. Tap into big data.

Sales 62

Sales Technology call center software CRM 62

JustCall

SEPTEMBER 5, 2023

Review agent performance against goals Conduct frequent assessments, sp agents can receive timely feedback on their performance, and make necessary adjustments and improve their strategies. This helps generate constructive feedback by identifying the best practices and behaviors to adopt besides a wealth of insights to learn from.

Real estate 52

Real estate Construction Feedback Morale 52

Vistio

MARCH 11, 2024

Utilize Technology to Enhance Agent Training Leveraging technology, such as artificial intelligence and next-best-action guidance systems, can significantly enhance the effectiveness of agent training and provide invaluable insights into agent performance. Are agents receiving immediate and constructive feedback during training?

First call resolution 52

First call resolution Contact Center Best practices Coaching 52

Expivia

MARCH 1, 2022

Ensure that your supervisors evaluate your agents based on your set KPIs and give you periodic feedback. Provide Constructive Feedback. Apart from setting KPIs for every training session, create a system that encourages constructive feedback. Feedback is more effective when it’s a two-way street.

Education 98

Education Call Center Construction Feedback 98

NobelBiz

FEBRUARY 27, 2024

Organizations achieve this by integrating technology, refining processes, and deploying innovative human resources strategies. Achieving these goals requires a special balance between the human touch and technological innovation. This feedback can highlight specific areas where agents excel or need improvement.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Vistio

MARCH 18, 2024

Offer regular feedback: Constructive feedback helps agents identify their strengths and areas for improvement, reinforcing their understanding of best practices and get better at their job. Make it okay to fail: Provide a safe space for agents to ask questions or share concerns without fear of judgment.

call center workforce 52

call center workforce Call Center Construction Best practices 52

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. Similar to how call-back technology makes agents’ work easier , clear and concise survey questions make it easier for agents to complete the survey.

Call Center 136

Call Center Surveys Coaching Best practices 136

JustCall

OCTOBER 22, 2023

Over time, your team may have collated tons of customer feedback from surveys, social media, emails, and more. Getting Honest Feedback: Sometimes, customers aren’t completely honest in their feedback. That can make it tough to know what’s really going on and gather authentic feedback.

Surveys 52

Surveys Best practices Feedback First call resolution 52

Global Response

MARCH 26, 2024

Technological capabilities Assess each vendor’s technological infrastructure to ensure it is robust, scalable, and capable of supporting your company. You want a BPO company that leverages the latest technology (like AI, automation, and advanced analytics) to improve business operations and address inefficiencies.

Best practices 62

Best practices Management outsourcing Business Process Outsourcing 62

Fonolo

NOVEMBER 1, 2022

Give them the right tools and technology. Offer feedback to your agents. Your agents want to know where they stand with your organization, so offering feedback is key. Constructive feedback is also an important part of keeping employees motivated. No job is perfect, and call center work is no exception.

Call Center 87

Call Center Construction Abandon rate Feedback 87

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. Learn to embrace new technology.

Call Center 52

Call Center Management Construction Best practices 52

Comm100

FEBRUARY 6, 2024

The growing impact of technology in education is evident in market trends. This growth highlights the increasing importance and investment in technology-driven education, including gamification strategies. This approach also allows for more frequent and detailed feedback, which encourages continuous improvement and learning.

Gamification 40

Gamification Education Feedback Construction 40

Fonolo

AUGUST 29, 2023

Call-Back Technology Enhances Customer Service While active listening elevates customer interactions, integrating call-back technology takes customer service to new heights. Stay on the right path by continuously assessing your agents’ progress, providing constructive feedback, and celebrating their successes.

Contact Center 67

Contact Center Call Center Abandon Call Construction 67

SharpenCX

MAY 26, 2020

Give them constructive feedback on how they’re performing day-to-day and as a teammate. Reviewing individual interactions between your agents and customers gives you the context you need to coach and provide relevant feedback. Remember, in-line feedback is also a great way to praise good work and give agents a confidence boost.

Contact Center 128

Contact Center Customer Service Coaching Customer Experience 128

Fonolo

SEPTEMBER 14, 2023

Ask for employee feedback: What do they see as barriers to delivering great customer service? TIP The best technology adapts to your SMART goals and supports your KPIs no matter what. A well-constructed goal sets clear expectations and creates a sense of urgency, which makes it more likely that your support agent will hit their target.

Contact Center 91

Contact Center Call Center Average Handle Time Construction 91

JustCall

JULY 29, 2021

Off the field, a sports coach will share feedback on how they can deliver an improved performance next time. For starters, you need a clear sales coaching strategy, rooted in performance assessment , feedback , and mentoring. Providing Feedback. The best way to give feedback is by being clear and concise with your observations.

Coaching 86

Coaching Sales Scripts Construction 86

Balto

NOVEMBER 28, 2023

Quality management typically requires the use of quality monitoring tools, as well as measuring relevant metrics and collecting customer feedback. AI helps you capture this data and put it into good use to make strategic decisions like expanding or downsizing your team, implementing new technologies, investing in agent coaching, and others.

Quality management 52

Quality management Call Center Management Contact Center 52

JustCall

MARCH 6, 2023

Utilize technology and automation Utilizing technology and automation can indeed improve productivity by streamlining processes and reducing the time and effort required to complete tasks. Additionally, technology can also improve collaboration, communication, and information sharing, further boosting productivity.

Coaching 52

Coaching Call Center Scripts Construction 52

Fonolo

JULY 13, 2021

Lack of meaningful feedback. Invest in technology. Call center technology doesn’t just improve your customer experience – it also takes pressure off your agents! Invest in technology to improve your agents’ day-to-day so they can spend more time serving your customers. Provide meaningful feedback.

Agent burnout 81

Agent burnout Call Center Morale Contact Center 81

Lumoa

APRIL 18, 2023

NLP has made feedback analytics way more accessible. Surveys are great tools because collecting Voice of Customer feedback is a vital part of understanding your customers better. Your technology segment may be willing to spend more money for additional customizations, whereas other segments aren’t interested.

Analytics 83

Analytics Customer Experience Management Surveys 83

Fonolo

NOVEMBER 18, 2021

Qualitative feedback is gold, especially when it comes to evaluating customer service. Let customers expand on their feedback by offering a text box with the NPS survey. One action might be to invest in technology. For example: if customers voice dissatisfaction with long wait times, consider adopting call-back technology.

Wait times 87

Wait times Construction Surveys Contact Center 87

SharpenCX

AUGUST 4, 2021

As technology changes and remote work grows increasingly popular, customer expectations shift. Some 83% of employees really appreciate receiving feedback, regardless if it’s positive or negative. Your agents crave your feedback. As technology changes, though, studies find customers prefer more automated experiences.

Customer Service 128

Customer Service Coaching Contact Center Interactive Voice Response 128

ViiBE Blog

AUGUST 25, 2021

Automotive , Construction , Energy , Insurance , Retail , SMB , Transport. Consequently, detractors are unsatisfied customers who may potentially damage the company’s name, brand image, and future growth through spreading bad feedback. Using video communication technology to reach SDG 9. ViiBE Blog. CRM , Customer experience.

Automotive 98

Automotive Brand ambassadors Transportation Construction 98

JustCall

MARCH 9, 2023

Listen in on sales calls to: Analyze what’s working and what’s not in terms of: Call length Number of questions asked Kind of keywords mentioned The balance between talking and listening Offer feedback and pointers on the pain-points that surface and how to improve them Provide coaching on the latest best-practices 3.

Coaching 52

Coaching Call Center Construction Best practices 52

Blueship Call Center

OCTOBER 9, 2023

These steps, such as putting a quality assurance policy into place and seeking out candid client feedback, can assist in creating a smooth customer journey from the prospect stage through the post-sale stage. Positive reviews are produced by positive consumer feedback.

outsourcing 75

outsourcing Call Center Customer Care Coaching 75

Fonolo

MARCH 17, 2022

This requires empathy, which can be helpful when providing constructive feedback and support. They should also be open to receiving feedback from team members. They should feel comfortable making important decisions, whether for hiring agents or picking the right call center technology. Analytical skills. Decision making.

Call Center 91

Call Center Management call center software Average Handle Time 91

NobelBiz

JULY 4, 2023

Hence, it’s no surprise that many forward-thinking organizations are turning to technology to streamline their operations. One such technology is Automated Interaction Summaries. Automated Interaction Summaries are more than just a technological innovation; they are a catalyst for transforming customer service experiences.

Call Center 52

Call Center Contact Center First call resolution Construction 52

Global Response

JANUARY 31, 2023

It’s customer experience that’s powered by technology and perfected by people. Generate constructive feedback Speaking of quality feedback, generating constructive feedback is an essential tactic to improve your customer service process.

Customer Service 62

Customer Service outsourcing Construction Technical Support 62

Fonolo

JANUARY 13, 2022

This includes watching for signs of employee burnout, building meaningful relationships with their staff, creating regular opportunities for agent engagement, providing performance feedback tactfully, and being flexible to team members’ varying needs. How to Conquer Labor Shortages with Contact Center Technology. Improve KPIs. .

Call Center 81

Call Center Management Average Handle Time Metrics 81

SharpenCX

FEBRUARY 24, 2023

Make use of technology. But don’t rely on technology alone – make sure you have a human touch as well. How to Hyperpersonalize Customer Experiences Use data to understand your customers Make use of technology Support your agents Meet customers where they are Let’s take each of these a step further. Remember, A.B.T.,

Banking 76

Banking Personalization Customer Experience Chatbots 76

CSM Practice

AUGUST 24, 2020

Vice President of Revenue Enablement at Accent Technologies. Hiring CSM Practice for this strategy development initiative introduced Accent Technologies to key business efficiencies and significantly improved key sales and customer success metrics. Construct Identification – defined the constructs of indicators of success.

Construction 52

Construction Best practices Upselling Sales 52