Playvox

MARCH 21, 2024

Let’s take a deeper look at the factors that influence employee engagement and morale. Let’s take a look at six ways a manager or supervisor can positively impact agent morale. One way to provide feedback is via conducting consistent quality management (QM) reviews.

Morale 90

Morale Contact Center Quality management Coaching 90

Playvox

MARCH 27, 2023

This could include a combination of classroom training, on-the-job training, learning courses , and workshops. By analyzing metrics such as interaction volume, hold times, and First Contact Resolution rates, contact center managers can identify patterns and address underlying issues.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Netomi

JANUARY 5, 2022

He also led the creation and updating of many of Forrester’s customer experience evaluation methodologies and training workshops. When not working you can typically find him spending quality time with his wife Alicia and their three boys, running with his dog, or dreaming of native trout rising for a size 16 elk hair caddis.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Answer Dash

APRIL 16, 2019

This simplifies employees’ daily decisions in alignment with corporate strategy. Customer goals are a universal rallying point for employee engagement and for cross-organizational coordination and collaboration. Lynn authored 6 benchmarking studies and 3 CXM handbooks (Amazon).

Customer Experience 76

Customer Experience Chief Customer Officer Enterprise Journey mapping 76