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  • 7 Professional Development Goals for Call Center Agents

    In today’s work climate, it’s becoming increasingly difficult for employers to retain team members. Contact centers are especially notorious for low retention rates, with agents often citing burnout and boredom as reasons for leaving.
    According to Gallup’s findings, highly engaged employees bring 21% greater profitability; focusing on employee engagement reduces the risk of churn and improves business results.
    One way to ensure high agent engagement is by setting professional development goals for call center agents.
    How to Make a Call Center Agent Engagement Survey

    Goal setting is one of the most important methods of employee engagement, as it gives agents purpose, motivation, and stimulation throughout their day. Setting and tracking goals with call center agents can be daunting, but we’ve boiled down everything you need to get started.
    How Do I Set Goals with My Employees?
    There is a method to the madness of goal setting, starting with the acronym SMART. The best goals are always specific, measurable, attainable, relevant, and time-bound.
    Specific goals answer who, what, where, when, why, and how
    Measurable goals allow for simple tracking
    Attainable goals put little wins within reach and encourage employees to keep striving for more.
    Relevant goals focus on what the company needs as a whole and pertain to the needs of each team member.
    Time-bound goals motivate employees to make accomplishments in the here and now.
    We’ve written a comprehensive guide on goal setting if you’d like to read more on how to help your agents get ahead.
    Goal setting is one of the most important methods of employee engagement, as it gives agents purpose, motivation, and stimulation throughout their day. #cctr #agentengagementClick To Tweet
    Professional Development Goals for Call Center Agents
    It’s not always easy to develop new and innovative professional development goals for call canter agents. Though goals should always be tailored to the individual agent, there are seven basic goals we think fit the needs of most customer service team members:
     
    Improve Customer Satisfaction (CSat)
    A great indicator of overall performance is an agent’s CSat results. Tally together their scores as far back as a year or as far back as you have them on record, and find the average. Set a percentage increase goal in monthly increments to make the results measurable and time-bound.
    Complete additional training
    87% of millennials believe that learning and development in the workplace are important, and 59% claim that these training opportunities impact their decision to apply for a role.
    How to Use Customer Profiles to Improve Call Center Training

    Call center training is important, so a little extra motivation and incentive to complete courses is an excellent way to keep agents engaged. Monthly goals for training will encourage agents to keep learning and growing and result in improved agent retention for your contact center.
    Increase First Contact Resolution (FCR)
    Setting customer service goals is key to helping an agent improve their overall performance, and First Contact Resolution (FCR) numbers are an essential piece of the puzzle. FCR measures the number of customer contacts resolved within that single interaction.
    If your contact center has a solid FCR rate, you’re more likely to see growth and get impressive CSat scores. If an agent has a notable FCR rate, they have a good handle on important aspects of the job, like product knowledge, customer service, and communication skills.
    Decrease Average Speed of Answer (ASA)
    Your contact center’s Average Speed of Answer (ASA) has a deep impact on your CSat scores.
    ASA measures the average time your contact center takes to connect a customer call with an agent. This is a great goal to add to every agent’s professional development plan, as it encourages your team to work towards it together.

    FACT:
    Fonolo’s Voice Call-Backs save customers about 77 years of hold time annually.

    Customers can opt to receive a call back once it’s their turn in the queue. Fonolo technology waits for them and gives them a ring once they reach the front of the queue.
    The customer is connected with an agent who is ready to help. Voice Call-Backs keep ASA low and give agents some breathing room, especially on busy days.
    Seek out leadership opportunities
    You must help agents take baby steps towards their long-term goals. Often, a career goal for contact center agents is moving into a leadership or call center management position. Start nurturing this goal by encouraging them to seek leadership opportunities within their current work.
    The Top 7 Call Center Management Books

    These may take the form of new employee training, helping with hiring, or managing a social media account (there are plenty of options, though, so don’t limit yourself to these three examples). Performing leadership tasks will give them a taste of what it’s like to lead while also preparing them for their next career move.
    Chat with team members
    Communication is especially important for new hires in remote or hybrid call center environments. Goals to improve internal communication and fellowship will contribute to agent engagement and happiness levels, leading to better agent retention.
    Remember that when an agent is happy, their mood will shine through in their customer interactions, positively impacting CSat scores, customer retention, and business growth.
    Improve Average Handle Time (AHT)
    Average Hangle Time (AHT) is an easy key performance indicator to track. It’s simply the sum of three numbers:

    Talk time, or the time an agent spends talking to the customer
    Hold time, aka the time a customer spends on hold before interacting with an agent— excluding time before the IVR answered the call.
    Wrap-up time or the time an agent spends on post-work after the call with a customer has ended.

    Generally, the lower the AHT, the more calls your agents can get through, and the higher productivity will be in the contact center. Keep in mind, though AHT can be helpful to track, it doesn’t account for the quality of the calls.
    Sometimes, when AHT is too low, it means the agent isn’t being thorough enough or providing a quality experience for the customer. If this is the case, the CSat scores of the agent in question will normally be on the lower side.
    The Most Important Part of Setting Professional Development Goals
    Setting goals is a great strategy to keep agents engaged and performing at their best—but that’s just the beginning.
    Keeping tabs on progress helps hold agents accountable and shows that management supports them through their journey with the company. So always remember to set goals, track progress, and celebrate successes as they happen.
     
     The post 7 Professional Development Goals for Call Center Agents first appeared on Fonolo.

  • Hey y’all, Do you have well managed internal SLAs between Support and Product teams that work across multiple tools (Zendesk, Jira, Hubspot, Slack etc)?

    View Poll submitted by /u/Interesting_Time8303 [link] [comments]

  • Amazon Prime Day: the issue of ‘Choice Overload’

    Millions of shoppers* could abandon their carts this Amazon Prime Day. 10% of UK consumers are set to desert purchases when offered an overwhelming level of choice. That’s according to a new study conducted by customer engagement platform, Emarsys. Overwhelming Prime Day statistics The research explores the impact of “analysis paralysis” on consumer decision making….
    The post Amazon Prime Day: the issue of ‘Choice Overload’ appeared first on Customer Experience Magazine.

  • Top 5 Alternatives To Click Funnels – Unbiased Opinion

    submitted by /u/waqararif [link] [comments]

  • Top 10 Chatbot Trends for 2022 to Use and Automate Marketing Tasks

    Analysts revealed that 57% of survey respondents say that conversational bots can deliver a high ROI for minimal effort. With chatbots, companies can automate sales and marketing activities, increase the conversion rate, as well as boost user engagement while reducing costs. To gain a maximum advantage of chatbots, keeping pace with the latest technology trends is important. Explore the top chatbot trends and predictions for 2022 and years to come. The article also includes bot market statistics with meaningful insights. submitted by /u/Diana-RS [link] [comments]

  • Benefits of Marketing Automation – Digital Marketing Lesson – DMI

    submitted by /u/Diana-RS [link] [comments]

  • 6 Vital Benefits of Content Marketing Automation & How to Do It

    submitted by /u/Diana-RS [link] [comments]

  • Check out this Webinar strategy template

    I just published a free resource on how to prepare for webinars. It is a Webinar strategy template that showcases what you need to do when preparing for Webinar meetings inorder to get the best results. You can download the template free by clicking enroll in the link here https://www.monkeypesa.com/courses-1/webinar-strategy-template submitted by /u/ntendek1 [link] [comments]

  • What is the best way to automate ads?

    just the title submitted by /u/Manhandla [link] [comments]

  • How to Highlight Duplicates in Google Sheets [Step-by-Step]

    Duplicate data is the bane of spreadsheet solutions, especially at scale. Given the volume and variety of data now entered by teams, it’s possible that duplicate data in tools like Google Sheets may be relevant and necessary, or it could be a frustrating distraction from the primary purpose of spreadsheet efforts.

    The potential problem raises a good question: How do you highlight duplicates in Google Sheets?
    We’ve got you covered with a step-by-step look at how to highlight duplicates in Google Sheets, complete with images to make sure you’re on the right track when it comes to de-duplicating your data.

    Highlighting Duplicate Data in Google Sheets
    Google Sheets is a free, cloud-based alternative to proprietary spreadsheet programs and — no surprise, since it’s Google we’re dealing with — offers a host of great features to help streamline data entry, formatting, and calculations.

    Google Sheets has all the familiar functions: File, Edit, View, Format, Data, Tools, etc. and makes it easy to quickly enter your data, add formulas for calculations, and discover key relationships. What Sheets doesn’t have, however, is an easy way to find and highlight duplicates.
    While other spreadsheet tools, such as Excel, have built-in conditional formatting tools that can pinpoint duplicate data in your sheet, Google’s solution requires a little more manual effort.
    Step-by-Step: How to Highlight Duplicates in Google Sheets (With Pictures)
    So how do you automatically highlight duplicates in Google Sheets? While there’s no built-in tool for this purpose, you can leverage some built-in functions to highlight duplicate data.
    Here’s a step-by-step guide:
    Step 1: Open your spreadsheet.
    Step 2: Highlight the data you want to check.
    Step 3: Under “Format”, select “Conditional Formatting.”
    Step 4: Select “Custom formula is.”
    Step 5: Enter the custom duplicate checking formula.
    Step 6: Click “Done” to see the results.
    Step 1: Open your spreadsheet.
    First, head to Google Sheets and open the spreadsheet you want to check for duplicate data.

    Step 2: Highlight the data you want to check.
    Next, left-click and drag your cursor over the data you want to check to highlight it.

    Step 3: Under “Format”, select “Conditional Formatting.”
    Now, head to “Format” in the top menu row and select “Conditional Formatting”. You may get a notification that says “cell is not empty” — if so, click on it, and you should see this:

    Step 4: Select “Custom formula is.”
    Next, we need to create a custom formula. Under “Format cells if”, select the drop-down menu and scroll down to “Custom formula is”.

    Step 5: Enter the custom duplicate checking formula.
    To search for duplicate data, we need to enter the custom duplicate checking formula, which for our column of data looks like this:
    =COUNTIF(A:A,A1)>1
    This formula searches for any text string that appears more than once in our selected data set, and by default will highlight it in green. If you prefer a different color, click on the small paint pot icon in the formatting style bar and select the color you prefer.

    Step 6: Click “Done” to see the results.
    And voilà — we’ve highlighted the duplicate data in Google Sheets.

    How to Highlight Duplicates in Multiple Rows and Columns
    If you’ve got a larger data set to check, it’s also possible to highlight data duplicates in multiple columns or rows.
    This starts the same way as the duplicate checking process above — the only difference is that you change the data range to include all the cells you want to compare.
    In practice, this means entering an expanded data range in the Conditional format rules menu and the custom format box. Let’s use the example above as a starting point, but instead of just searching column A for duplicates, we’re going to search across three columns: A, B, and C, and also across rows 1-10.

    When we enter our conditional format rules, Apply to Range becomes A1:C10 and our custom formula becomes:
    =COUNTIF($A$2:G,Indirect(Address(Row(),Column(),)))>1
    This will highlight all duplicates across all three columns and all 10 rows, making it easy to spot data doppelgangers:

    Dealing With Duplicates in Duplicates in Google Sheets
    Can you highlight duplicates in Google Sheets? Absolutely. While the process takes more effort than some other spreadsheet solutions, it’s easy to replicate once you’ve done it once or twice, and once you’re comfortable with the process you can scale up to find duplicates across rows, columns, and even much larger data sets.