Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. Here we’ve identified the 13 most essential qualities to consider when hiring a CS manager. What Is a Customer Success Manager (CSM)? What Is a Customer Success Manager (CSM)?

Management 90

Management Upselling Coaching Best practices 90

CSM Magazine

MARCH 23, 2016

There is not a manager out there, that doesn’t have a story to tell about the lessons they learned in their first roles of managing people and teams. 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

Global Response

MAY 1, 2023

Is workforce management really necessary for call centers? The short answer is yes, but if you’re currently swimming in a sea of workforce management softwares, or looking for ways to make your call center processes more efficient, it might seem overwhelming. But first, what exactly is workforce management (WFM)?

Call Center 62

Call Center Management outsourcing Coaching 62

CSM Magazine

AUGUST 20, 2023

With the increasing complexity of cases and the need for data-driven insights, legal case management software equipped with robust analytics and reporting tools has become indispensable. What Is Legal Case Management Software?

Analytics 52

Analytics Management Feedback Metrics 52

Playvox

NOVEMBER 15, 2022

“Time is money” is a phrase attributed to Benjamin Franklin, first appearing in The American Instructor , a book published in 1748. For contact center managers, this phrase rings in their heads each time they create a forecast, build a schedule, or track schedule adherence. . Minimize Overtime By Staffing Appropriately.

Management 86

Management Schedule adherence Coaching Contact Center 86

NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? The Need for Hyper Efficiency in Call Centers As a call center operations manager, you need to stay on top of the latest trends in hyper efficiency to ensure that your organization is successful.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Comm100

APRIL 22, 2024

Implementing effective tools and technology AI chatbots and live chat Implementing AI chatbots can revolutionize how routine inquiries are handled, allowing agents to dedicate more time to complex issues that require a human touch. Live chat systems provide a seamless communication channel for real-time customer interactions.

Chatbots 52

Chatbots Feedback Customer centricity Wait times 52

LiveVox

OCTOBER 30, 2023

The contact center industry’s transition to flexible work arrangements has introduced new complexities for frontline managers. With agents working from home, full or part time, it can be difficult to monitor their interactions with customers, track their productivity, provide timely feedback and coaching, and do so in real time.

Analytics 90

Analytics Coaching Contact Center Feedback 90

Andrew Mcfarland

SEPTEMBER 22, 2022

A product manager’s role is to develop a strategic vision for a brand or product. If your company is considering hiring a product manager, consider these qualities: a track record of launching products, building relationships with stakeholders, and creating an extensive strategic viewpoint.

Management 48

Management Engineering Finance Feedback 48

Playvox

MARCH 29, 2022

As one of the newest terms to enter the contact center space, workforce engagement management (WEM) is much more than a simple change in the words we use. So what is workforce engagement management? Why Workforce Engagement Management Matters. Workforce engagement management products get to the heart of human motivation.

Management 60

Management Contact Center Coaching Quality management 60

JustCall

AUGUST 25, 2022

Mastering the Art of Customer Interaction Management. What is Customer Interaction Management? Customer interaction management or CIM is the management or controlling of business-customer conversations. Importance of Customer Interaction Management. What is Real-Time Management?

Management 52

Management Advertising Feedback Contact Center 52

Monet Software

APRIL 24, 2020

Management and motivational techniques are also required to overcome these new challenges. And they should take into account that remote work generally requires more independent time management skill and tech savvy than on-site employment. Manage to the Metrics. So let’s get started! The Rules Still Apply.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

Playvox

FEBRUARY 27, 2024

A related term, workforce engagement management (WEM), recently coined by Gartner, has rapidly become the business strategy, processes, and related technologies of choice. AI-driven tools and platforms are shaping the way contact centers engage with and manage their workforce. But it goes beyond enabling automation.

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

Etech GS

NOVEMBER 5, 2019

One of the goals of project management is to create a positive experience for your customers. The project manager is the person who has the most contact with the customers and thus is the one who is likely to have the most influence over their decision to choose your product or service over the competition. Good Time Management.

Customer Experience 72

Customer Experience Management Feedback Personalization 72

SharpenCX

FEBRUARY 4, 2020

Download Now: Master your manager skill set with 29 tactics and strategies to better coach agents. These are skills like time management and organization, oral and written communication skills, or the willingness to collaborate. As a manager of a contact center, your role is essential to the care of your customer base.

Call Center 84

Call Center Management Coaching Contact Center 84

Playvox

JANUARY 25, 2024

Are you taking the right steps to evolve toward workforce engagement management? Operational costs – Agents who aren’t invested or lack training, feedback, or coaching tend to be inefficient, ultimately costing your business financially. However, the two main components are Quality Management and Workforce Management.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

CustomerSuccessBox

JUNE 8, 2022

The capacity to forecast that a specific customer is at a high risk of churning while there is still time to do something about it is a major new possible revenue generator for any company. We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! Q: Please introduce yourself.

Management 52

Management Upselling Accountability Metrics 52

Call Experts

JUNE 30, 2022

Are you looking for time management tips that will help you and your business? Everyone knows they should be spending their time more efficiently, but very few people actually do something about it. . Time management is a hot topic in the world of small business. DIY Time Management Tips. .

Time management 52

Time management Management outsourcing Contact Center 52

Fonolo

OCTOBER 6, 2022

Your absence rate can be used to highlight general areas of improvement around productivity or identify employees who may need support with time management. It’s an approximation, but this figure can help management understand the full impact absenteeism has on the business. Insufficient support at work. Poor culture fit.

Call Center 81

Call Center Abandon rate First call resolution Contact Center 81

Call Experts

APRIL 8, 2024

Time Management: Strive for efficiency without rushing the caller. Ensure that each call receives the time it needs for resolution. Quality Assurance: Implement call monitoring and quality assurance measures to assess performance and provide feedback for improvement.

Customer Service 52

Customer Service Interactive Voice Response Call Center Scripts 52

NobelBiz

MARCH 5, 2024

As a call center stakeholder—be it an owner, manager, or supervisor—the task of harnessing call center reporting to pinpoint areas for improvement, optimize agent performance, and ultimately enhance customer satisfaction can seem daunting. What are the Benefits of Call Center Reporting?

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

ShepHyken

JULY 1, 2016

Feedback from customers and opinions of management can all be skewed due to a limited perspective. Email out an “Idea of the Month” proposed by employees to then open for feedback, constructive criticism, suggestions for implementation, proposed timelines etc.

Brand ambassadors 215

Brand ambassadors Construction Morale Feedback 215

Serenova

AUGUST 25, 2020

For this reason, workforce management has become a core focus of discussion amongst leaders looking to take their contact centers to the next level. However, a recent study highlighted that more than 69% of businesses still have no cross-channel workforce management solution in place. What is Workforce Management?

Contact Center 40

Contact Center Schedule adherence Management Coaching 40

Integrity Solutions

JUNE 29, 2018

Sales Effectiveness Often Starts by Understanding Why Your Sales Managers Still Aren’t Coaching Their Teams. Sales managers have a stressful job. If it’s so important, why aren’t more sales managers in your organization coaching their people? by Bruce Wedderburn. But this isn’t an article about exercise.

Sales 43

Sales Management Coaching Morale 43

JustCall

MARCH 6, 2023

Implement time-management techniques Here are some popular time-management techniques that you can experiment with and implement for improving agent speed of working: Prioritizing tasks: Make a to-do list and prioritize tasks based on their importance and deadline.

Coaching 52

Coaching Call Center Scripts Construction 52

ShepHyken

JUNE 19, 2020

An “unsupervised” AI bot has led businesses to receive sudden surges in negative feedback, bad reviews, and increased churn. A virtual assistant is fully in charge of administering customer service technologies (open, manage, and close tickets) – delivering that genuine customer satisfaction that all buyers demand.

Customer Service 200

Customer Service Feedback Marketing Technology 200

JustCall

OCTOBER 25, 2023

But while these agent performance measurement tools are effective, why not ask the customer to provide feedback? This is where post-call surveys come into play. From traditional phone calls to online customer resolutions, brands have to manage multiple communication channels and meet customer expectations for each inquiry.

Surveys 52

Surveys Best practices Feedback Metrics 52

Peter Lavers

FEBRUARY 27, 2018

When you’re providing training on hard skills, look to also teach your reps to manage customer expectations. One of the most useful for employees and employers comes in the form of scheduled 1:1 time between managers and agents. That’s where coaching comes in. Coaching can take many forms.

Customer Service 249

Customer Service Coaching Chatbots Customer Support 249

JustCall

OCTOBER 22, 2023

In this guide, we will understand how using lead management software can improve sales efficiency and make the sales agents’ lives a whole lot easier. Challenges in Sales Pipeline Management Every Salesperson Faces Managing a sales pipeline is filled with both opportunities and obstacles. Let’s go!

Sales 52

Sales Scripts CRM Time management 52

Liveops

MARCH 11, 2021

Forrester recently announced that remote work will rise to three times pre-COVID levels. Many enterprises managed to work through the logistics of having a remote team, and as they adapt to a more remote environment moving forward, unique challenges persist. An important piece to integrate is real-time feedback.

Gamification 118

Gamification Enterprise Contact Center Contact center software 118

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.” Pulse surveys are a great way to get that feedback. DIRECTOR OF WORKFORCE MANAGEMENT AND ANALYTICS AT WORLD TRAVEL HOLDINGS.

Schedule adherence 148

Schedule adherence Coaching Finance Interactive Voice Response 148

NobelBiz

FEBRUARY 21, 2023

In tandem, reporting and analytics help managers make data-driven decisions that improve a contact center’s performance and reduce costs. By tracking the relevant metrics, contact center managers ensure they are on the right path to reaching their objectives.

Best practices 52

Best practices Analytics Contact Center Coaching 52

NobelBiz

JUNE 19, 2023

. – Brad Butler, Contact Center Software Consultant @ NobelBiz Mastering the Art of Real-Time Monitoring as a Call Center Supervisor Real-time monitoring is an art that, once mastered, opens a new dimension of customer service management. It enables managers to take swift actions for process optimization.

Call Center 52

Call Center Coaching Contact Center Metrics 52

CX Accelerator

DECEMBER 31, 2018

Mary generally has good schedule adherence, time management, and can be trusted to stay on task and get stuff done. Have the boss of the Supervisors do skip level 1 on 1’s with the Reps to understand how they feel and provide feedback loop to the Supervisors. Anything you want more feedback on?What

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

SmartKarrot

APRIL 14, 2023

As a manager, it can be challenging to juggle multiple responsibilities and lead a team effectively. Whether you’re managing a remote team, navigating digital transformation, or resolving conflicts, it’s important to have the skills and knowledge to tackle these challenges head-on.

Management 10

Management Construction Morale B2B 10

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. Lack of feedback.

Sales 75

Sales Coaching Multichannel Feedback 75

JustCall

AUGUST 8, 2023

In this guide, we will decode virtual meeting assistants and how you can use them to be more productive and multitask without losing your mind (or time). An AI scheduling assistant is a technology that helps you manage your appointments and tasks and run meetings more efficiently. What Is an AI Scheduling Assistant?

Accountability 52

Accountability Feedback Personalization Marketing 52