Taylor Reach Group

MARCH 20, 2018

Agent Training and Coaching as well as Reward and Recognition programs can lead the agents to reach the potential for the optimized AHT. Such data can point to the areas for improvement for each individual agent to work with their coaches and enhance their performance which will result in overall improvement for the entire team and Center.

Average Handle Time 80

Average Handle Time Contact Center Call Center Coaching 80

Nicereply

MARCH 14, 2023

No amount of coaching, training, or quarterly feedback surveys will prevent it. Delivering Happiness: A Path to Profits, Passion, and Purpose By Tony Hsieh Published: 2010 Length: 246 pages Delivering Happiness is a classic among customer support books. This means you must have the stomach to do some things badly.”

Management 98

Management Call Center Entertainment Metrics 98

Avaya

OCTOBER 10, 2016

With my small, independent team acting as drivers and coaches, business units across the company have steadily improved Avaya’s NPS score over the past five years—recently reaching a new high of 59. I joined Avaya in November 2011 to address this untenable situation.

Benchmark 78

Benchmark Best practices Metrics Coaching 78

Tethr

NOVEMBER 5, 2020

And for each, I’ve offered some DIY advice as well as some perspective on how Tethr can help: Understand where your customers’ effort is coming from Find out what’s making the job hard for your employees Immediately start training and coaching customer service reps on experience engineering techniques. So how do we measure customer effort?

Customer effort 62

Customer effort Coaching Surveys Engineering 62

ijgolding

NOVEMBER 17, 2016

Winning a UK Customer Experience Award in 2010 for an initiative we called ‘Customer 1st Aid’ will always stick in my mind as a massive milestone in my career as will becoming a CCXP in 2014. I am also remarkably proud of the difference I have personally made in the organisations I have worked for and continue to work with.

Customer Experience 95

Customer Experience Customer centricity outsourcing B2B 95

SharpenCX

JUNE 30, 2021

According to PWC , the number of companies investing in their omnichannel customer experience jumped by more than 300% from 2010 and 2020. It lets you set thresholds, trigger, and serve up coaching and in-line training in your agents’ queues. Five years ago when someone mentioned omnichannel, it could’ve been brushed off as a buzzword.

Customer Experience 76

Customer Experience Multichannel Customer retention Customer centricity 76

Call Design

MAY 24, 2022

Loosely defined as those born between 1994 and 2010, Gen Zers have unique characteristics that companies will need to learn about and accommodate. Gamification software is ideal for training and coaching on virtually any type of desired behaviour. They can also see how well they are doing compared to their peers.

Gamification 78

Gamification Coaching Enterprise Feedback 78

DMG Consulting

DECEMBER 7, 2020

Quality management (QM) and analytics-enabled quality management (AQM) can identify training and coaching opportunities, and mobile-enabled workforce management (WFM) solutions help keep track of employees and allow agents to adjust their working hours, regardless of where they are located.

Consulting 62

Consulting Consulting Contact Center Marketing 62

Ann Michaels and Associates

OCTOBER 28, 2018

Our Assurance team, which more than doubled in size in 2012, ensures team members have the skills needed to uphold this by providing ongoing coaching and positive enforcement when team members are speaking with clients. One key value is serving ‘every client, every time, no exceptions, no excuses,’” says the Quicken Loans Training team.

Construction 61

Construction Surveys Scripts Feedback 61

Netomi

JANUARY 5, 2022

A former CEO group leader, and executive coach with the world’s largest chief executive organization, David has worked with thousands of CEOs and business leaders on their business brand, customer experience, and competitive advantages. In July 2010, Eliason left Comcast to become the global director of social media at Citi.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Noble Systems

JUNE 18, 2019

Loosely defined as those born between 1994 and 2010, Gen Zers have unique characteristics that companies will need to learn about and accommodate. Gamification is ideal for training and coaching on virtually any type of desired behavior. They can also see how well they are doing compared to their peers. Collaboration and competition.

Gamification 72

Gamification Feedback Coaching Enterprise 72

Hodusoft

MAY 29, 2024

GetApp’s Category Leaders in Auto Dialer GetApp is a free online company that was founded by Christophe Primault, Jaap Gorjup, and Manuel Jaffrin in 2010. Its HoduCC call and contact center software has earned recognition for its auto dialer feature across three prestigious platforms.

Interactive Voice Response 52

Interactive Voice Response Contact center software CRM Contact Center 52

Tethr

JUNE 21, 2019

The idea was that by collecting CES scores from customers, companies would be able to zero in on those interactions and experiences that customers deemed to be “high effort,” thereby helping to surface improvement opportunities like training or coaching, QA scorecard changes, process fixes and website overhauls.

Surveys 68

Surveys Coaching Customer effort Metrics 68

Amity

MAY 9, 2016

Founded in 2010, Influitive helps over 300 customers worldwide discover, mobilize, and recognize their customer advocates. We partner with either the Sales Rep or the Advocacy Coach on some accounts and make a game plan together, create our roles and work together as a team. We are on the road a lot too. You never regret a trip.

Coaching 56

Coaching Upselling Accountability Sales 56

Andrew Mcfarland

SEPTEMBER 24, 2022

Udemy was founded in 2010 and is based in San Francisco. She is an experienced business strategist and coach with over 30 years of experience in the field. FutureLearn’s courses cater to various people and are accessible from anywhere in the world. Online communication, leadership, finance, marketing, and HR classes can be taken.

Finance 48

Finance Coaching Marketing Management 48

CSM Magazine

APRIL 23, 2021

in 2010 to $4.1B It’s digitally enabled exercise equipment, it’s a virtual fitness coach, it’s a streaming service for fitness content, it’s a social platform… Motley Fool contributor Neil Patel sums it up, “Peloton sells hardware that is differentiated by software.” in 2020, (Papa John’s revenue grew from $1.1B in the same period).

Entertainment 52

Entertainment APIs Banking Customer centricity 52

CSM Magazine

MAY 10, 2018

According to a study published by the Harvard Business Review in 2010, providing short tutorials to new customers can alone bring down churn by as much as six percent. In addition to tutorials, customer onboarding can include a number of other techniques like classroom lessons, coach marks, elearning and so on.

Advertising 40

Advertising B2B Coaching Enterprise 40

Russel Lolacher

MAY 1, 2023

A few reasons why she is awesome — she is a certified life coach, a wellness counsellor, and a facilitator. She’s a certified life coach, a wellness counselor and facilitator who specializes in recognizing bullying. She is a certified life coach, wellness counselor and facilitator focusing on recognizing bullying.

Personalization 98

Personalization Coaching Employee engagement Consulting 98

Balto

AUGUST 3, 2022

From training and coaching to software enhancements, investments allow you to scale your output without hiring, automate repetitive tasks, strengthen your funnel, and improve cross-functional collaboration and visibility. We Surveyed 500 Managers About Call Center Coaching. 2010, December). E.g., CSAT of 4/5 = 80/100.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

Hodusoft

JUNE 7, 2024

It encompasses everything from forecasting, hiring employees, agent training and coaching, workforce scheduling, professional handling of customer contacts, and many more. Call center management is a process using which businesses manage the daily operations of their call centers.

Best practices 52

Best practices Call Center Omni-channel support Management 52

SmartKarrot

SEPTEMBER 18, 2020

It is the largest college recruiting network that serves more than 17 million high school athletes and over 30.000 college and university coaches throughout the USA. It allows access to follow school programs; customizes a user profile and monitors its popularity among coaches. Location: Pittsburgh. Dreambox Learning.

SaaS 21

SaaS Education Coaching Healthcare 21

SmartKarrot

JANUARY 20, 2022

Qubit, the creation of four ex-Googlers, was founded in 2010. Sales managers can use Refract’s AI-powered web-based sales coaching platform to pinpoint exactly what contributes to sales success. The company has progressed in terms of its customer base as well as capabilities. This information is golden.

SaaS 10

SaaS Advertising B2B Transportation 10

Sykes

SEPTEMBER 29, 2020

“I’ve been able to take online classes and work with mentors and an executive coach. Yasmin joined SYKES in 2010 as a Spanish-speaking agent for one of our major clients in the consumer electronics and gaming market. .” Jayme started her career with Clearlink eight years ago as a sales agent. ” Yasmin El Maraghy.

Accountability 98

Accountability Coaching Education Telecommunications 98

Sykes

SEPTEMBER 29, 2020

“I’ve been able to take online classes and work with mentors and an executive coach. Yasmin joined SYKES in 2010 as a Spanish-speaking agent for one of our major clients in the consumer electronics and gaming market. .” Jayme started her career with Clearlink eight years ago as a sales agent. ” Yasmin El Maraghy.

Accountability 98

Accountability Coaching Education Telecommunications 98

Customer Interactions

AUGUST 7, 2014

As a coach/mentor/trainer, he enthusiastically shares best practices with trainees and co-workers. He was the PCC’s organizer and lead person in the 2010, 2011 and 2012 fundraisers to fight against prostate cancer. He has set a high bar high for performance excellence.

Telecommunications 31

Telecommunications Construction Morale Technical Support 31