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

CCNG

NOVEMBER 9, 2022

The warp-speed migration to work-from-home complicated things further—IT and operations management continue to augment processes and technologies to support an evolving landscape of remote and hybrid teams. A 2021 Gallup survey found that a mere 23% of U.S. Maintain the accelerated pace of digital transformation.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

aircall

JUNE 25, 2021

It’s one thing to have a lot of employees and revenue, but it’s another to have operations management that enables optimum efficiency. This article will discuss what operations management is, why it’s important, and how you can apply it to your business. What Is Operations Management? Improving process quality and strategy.

Management 62

Management Education Call Center virtual call center 62

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

Etech GS

NOVEMBER 5, 2019

One of the goals of project management is to create a positive experience for your customers. According to a recent survey conducted by Gartner , within the next two years, 81% of respondents expect that the company that rises above its competitors will do so on the basis of quality customer experience. Good Time Management.

Customer Experience 72

Customer Experience Management Feedback Personalization 72

Callminer

JANUARY 18, 2021

Read on to learn how your international contact centre can approach agent management optimisation, procedural improvements and more. Agent Management Tips for International Call Centres. “Hiring is only a very small part of successful call center management. Let your operations team handle real-time management.

Best practices 226

Best practices Call Center Contact Center Scripts 226

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

Amity

MARCH 16, 2016

Issue 78 - How a Proactive CSM Manages Their Time. As a Customer Success Manager, you’re expected to be proactive. In a recent survey of over 700 CSMs, Glide Consulting LLC found that the most commonly reported frustration of a CSM was time management. Process Your Inbox 2 Times a Day.

Management 73

Management SaaS Time management Customer retention 73

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

Anexa BPO

AUGUST 21, 2020

Investing your time and resources into developing more effective management skills will pay dividends in the long term of your enterprise. To achieve this, a manager must know and trust each employee. . According to a recent LinkedIn survey, almost 50% of American workers would choose flexible hours over a higher salary. . .

Morale 40

Morale Management Enterprise Surveys 40

ProProfs Blog

APRIL 2, 2020

Happy to share that we at ProProfs kicked off our continuity plans well in time and are glad to share how we cracked the code and are able to keep the ball rolling while still keeping our teams safe and motivated. Time Management. Besides, it helps our teams with efficient time management. ProProfs Survey Maker.

Construction 151

Construction Surveys Time management Management 151

SharpenCX

MARCH 10, 2020

And after a year of dedication, you’re promoted to manager of your call center. But this time… you take on a new role without any training. Download Now: Improve how you coach and train agents with 29 facts and techniques for managers. Maybe this is your story or it matches that of a fellow manager.

Call Center 67

Call Center Management Coaching Metrics 67

Nicereply

APRIL 29, 2024

We’ll also provide examples of how you can respond in given situations so when the time comes, you’re ready to take it in your stride. If you receive negative feedback during your time at work, your manager is likely pointing out areas where you may need to improve. What is Negative Feedback?

Feedback 52

Feedback Construction B2B Call Center 52

Babelforce

SEPTEMBER 22, 2023

Call center managers can proactively take steps to prevent burnout among their agents. Start Focusing on Agent Wellbeing According to the Call Centre Management Association (CCMA), there are four core ingredients to agent wellbeing. times more likely to report at least one symptom of burnout. But what defines toxic behavior?

Agent burnout 52

Agent burnout Contact Center Call Center Surveys 52

Call Center Weekly

NOVEMBER 29, 2018

The importance of getting access management right cannot be overstated. Many organizations fall down in the same areas where access management is concerned. So to help you, here are details on four of the most common mistakes when it comes to managing access across your networks: 1. Education is key.

Call Center 198

Call Center Education Management Surveys 198

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

Playvox

JANUARY 25, 2024

Are you taking the right steps to evolve toward workforce engagement management? Workforce optimization tools automate the operational performance management processes, providing added muscle to workforce management (WFM), quality management (QM), agent coaching , analytics, and reporting. What is Workforce Optimization?

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Joe Rawlinson

MARCH 5, 2022

Effective project management can be a great way to achieve your company’s goals. Businesses need efficient project managers to push out new products or catch up to major stakeholders in their industries. Often, managing independent data silos collected from disparate data sources can be challenging.

SaaS 78

SaaS Analytics Surveys Personalization 78

Integrity Solutions

DECEMBER 15, 2020

What’s more, sales managers who coach, and especially those who are effective at it and coach consistently, see measurable performance increases with their teams. Despite high levels of awareness that they should be doing it, the vast majority of sales managers either don’t coach or don’t do it well. The Sales Coaching Paradox.

Coaching 92

Coaching Sales Surveys CRM 92

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. In uncertain economic times, they become even more critical to help navigate business health and growth. Keep surveys short and set customer expectations ahead of time.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Kayako

MARCH 21, 2022

Relative to price or product-related issues, a customer is four times more likely to switch to a competitor for service-related problems than price or product-related. Developing a customer success management solution is essential to customer service excellence. Kayako’s Single View. Is it worth it?

Customer Service 117

Customer Service Metrics Surveys Healthcare 117

ClientSuccess

FEBRUARY 15, 2022

During this thirty or forty-five-minute discussion, your team or sales team interview resource should ask questions covering revenue management, customer success and sales collaboration experience, risk mitigation, and customer advocacy. eBook: How to Become a Great Customer Success Manager. Customer Success + Marketing.

Customer advocacy 81

Customer advocacy Sales Marketing Surveys 81

TeamSupport

OCTOBER 28, 2020

Whether you are a customer support professional or manage a team of agents for your company, certain soft skills can significantly impact how positive each customer interaction will be. Organizational & Time Management Skills. Corporate Writing Skill. One tool for this is the NPS scoring system.)

Customer Service 75

Customer Service Feedback Education Consulting 75

Hodusoft

SEPTEMBER 6, 2023

As per a recent survey , just 12 percent of marketing and sales professionals are satisfied with their lead conversion rate. When qualified leads get the right solution for their problems, they are also more likely to stick with the brand for a long time. Higher conversion rates Do you know what the average conversion rate of leads is?

Call Center 96

Call Center call center software Scripts Best practices 96

Aspect

OCTOBER 15, 2020

Every year Aspect surveys over 500 contact center agents to understand their attitudes and preferences for our Agent Experience Index. This year our survey uncovered some interesting predictions of agent behavior never seen before. New survey data indicates that soon , over ¾ of the call center workforce will be female. .

call center workforce 62

call center workforce Morale Surveys Call Center 62

NICE inContact

JANUARY 25, 2017

A new software category introduced by Gartner called Workforce Engagement Management (WEM) refers to the suite of products that helps companies manage and improve employee engagement. Workforce Engagement Management. Time management. Task management. Voice of the Employee surveys.

Management 24

Management Employee engagement Contact Center Enterprise 24

Education Services Group

JULY 20, 2021

Scheduling/automating QBRs and touchpoint tasks can be simple ways to help time manage accounts so the CSM doesn’t have to comb through their full account list each day or week. Take back that time spend copying records over and let the CSMs focus more on that next set of action items.

Accountability 98

Accountability Chatbots Surveys Journey mapping 98

Aspect

OCTOBER 19, 2017

We are again focusing on five areas we believe are critical to enable a thriving customer experience center: agent engagement, agent roles and responsibilities, customer experience, workforce management, and interaction management. How do I manage all this change? Insight #3 – Optimizing your Workforce Management Investments.

Benchmark 85

Benchmark Interactive Voice Response Gamification Contact Center 85

Customer Service Life

NOVEMBER 10, 2022

Here are some of the methods by which I’ve discovered customer-impacting issues in the past: A customer responds negatively to a customer satisfaction survey. Furthermore, these are means by which managers find issues. Agents typically know about issues before managers do.

Contact Center 130

Contact Center Engineering Average Handle Time Analytics 130

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

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. I haven’t started using it yet but it’s a Pulse Survey tool which collects and reports out on employee engagement info regularly (every 1-2 weeks). They have a free or paid version.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Taylor Reach Group

SEPTEMBER 29, 2020

Customer Relationship Management (CRM). Learning Management System (LMS). Workforce Management (WFM). Quality Management (QM). The communication platform is the hub that manages all incoming/outgoing interaction between the business and its customers. CUSTOMER RELATIONSHIP MANAGEMENT. Business Analytics.

Contact Center 85

Contact Center CRM Quality management Analytics 85

ChurnZero

APRIL 13, 2021

They serve as the Customer Success team leader and help drive strategy and direction as well as manage a team of Customer Success Managers. Provide direction for all Customer Success activities including onboarding, training, professional services, customer support, customer success management, renewals, and expansion.

Chief Customer Officer 98

Chief Customer Officer Customer centricity Customer advocacy Accountability 98

Virtual Live Labs

SEPTEMBER 30, 2020

As the weeks and months wore on, many people felt increasingly disengaged with their managers and companies. It’s no wonder contact center managers, supervisors and team leaders are nervous about losing their jobs. Employees then begin to feel management doesn’t care and that the company is really only interested in making money.

Coaching 130

Coaching Contact Center Employee engagement Accountability 130

Virtual Live Labs

SEPTEMBER 30, 2020

As the weeks and months wore on, many people felt increasingly disengaged with their managers and companies. It’s no wonder contact center managers, supervisors and team leaders are nervous about losing their jobs. Employees then begin to feel management doesn’t care and that the company is really only interested in making money.

Coaching 130

Coaching Contact Center Employee engagement Accountability 130

JustCall

JULY 15, 2021

Time Management. Without a doubt, automation helps in effective time management. Thereby, it makes sure that time is being effectively allocated and utilised. Automation tools can help you manage labour intensive tasks like follow ups through text or email. Follow ups. Collecting feedback. Call analytics.

Sales 52

Sales Analytics Surveys Time management 52

Andrew Mcfarland

SEPTEMBER 23, 2022

In addition, you must show integrity, defined as the ability to make good decisions, manage your employees, and communicate your company’s mission and values. Similarly, if your customers are looking for a particular service, you can ask them to complete a survey. Account management. Attention to details.

Accountability 48

Accountability B2B Surveys Feedback 48