Kayako

OCTOBER 27, 2015

Sarah Hatter founded CoSupport in 2011, and in 2014 released her first book The Customer Support Handbook. Teach their team how to use it without an onboarding coach. Sarah also hosts UserConf, a designated forum for support professionals hosted in several different cities. Easily get help if they need it.

Customer Support 91

Customer Support Education Coaching Self service 91

Amity

JANUARY 11, 2018

Founded in 2011, with offices in Edmonton and Toronto, Jobber Software has helped thousands of home service businesses be more successful. We have a Product Coach Team, a Tier 2 Support Team, and a Support Team. Then, we noticed that product coaching impacted our abandon rate greatly.

Abandon rate 94

Abandon rate Coaching Feedback Metrics 94

Callminer

SEPTEMBER 5, 2017

But when the whole month has a lot of calls which were of all different types, the quality report – which can identify potential gaps and required agent coaching or training – may be delayed by many days. Her career started in 2011 as an online marketing analyst, blogger & fashion expert @ Amazing Wristbands. Gene Caballero.

Call Center 140

Call Center call center software outsourcing Coaching 140

Noble Systems

MAY 11, 2021

Many think that speech recognition began with the advent of Siri from Apple in 2011. This helps management train and coach to ultimately mitigate compliance risk. Then, we’ll explore five ways in which businesses can benefit from using today’s automatic speech recognition (ASR) tools. Background on Speech Recognition.

Analytics 52

Analytics Interactive Voice Response Coaching Self service 52

Amity

FEBRUARY 10, 2017

I had a couple of related roles after that but it wasn’t until I joined Eloqua in 2011 that I encountered a customer success model that truly worked (editor's note: Eloqua was acquired by Oracle in 2012). That was my first formal exposure to Customer Success. What type of metrics do you watch closely?

Marketing 80

Marketing Customer centricity Coaching Sales 80

Amity

AUGUST 17, 2016

Your management system should include metrics, training, coaching, and job aids to help set and reinforce the new habit. Add these open text fields to your database and put good management practices in place to ensure your team members incorporate this activity into their daily routine. Review and analyze the results every quarter.

Upselling 51

Upselling Sales Coaching Marketing 51

Amity

MAY 12, 2014

Your management system should include metrics, training, coaching, and job aids to help set and reinforce the new habit. Add these open text fields to your database and put good management practices in place to ensure your team members incorporate this activity into their daily routine. Review and analyze the results every quarter.

Upselling 51

Upselling Sales Coaching Marketing 51

CSM Magazine

APRIL 9, 2019

In 2011, Torbay Hospital was named Acute Healthcare Organization of the Year. In addition to writing, consulting and coaching, Andrea speaks to leaders and industry organizations around the world on how to craft effective customer-facing operational strategies to discover new sources of revenues and savings. Recognition Gone Wrong.

Employee engagement 40

Employee engagement Healthcare Feedback Banking 40

Altivon

OCTOBER 11, 2017

The Auto Club Group merged in 2011, doubling its membership to over 9 million. The Auto Club Group is able to leverage call telemetry to connect multiple interactions to a specific postal survey and analyze interactions both good and bad for future coaching and training. Industry consolidation requires contact center consolidation.

Contact Center 40

Contact Center Analytics contact center solutions Coaching 40

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. Kate Nasser, The People Skills Coach and founder/president CAS, Inc. Kate Nasser.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Balto

FEBRUARY 6, 2023

Figure 12: Satisfaction Metrics by Mentor Another facet of mentorship that we looked at was coaching type and frequency. The takeaway here is that agents appreciate coaching, training, and feedback — and for the most part, more is better. Those who received zero forms of coaching had the worst satisfaction metrics across the board.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

JustCall

DECEMBER 7, 2022

This model was first proposed in the book The Challenger Sale: How To Take Control of the Customer Conversation by Matt Dixon and Brent Adamson in 2011. Even though embracing the challenger sales methodology may seem overwhelming, there’s nothing that sales coaching cannot overcome.

Sales 52

Sales Metrics Coaching Education 52

Balto

OCTOBER 31, 2022

“Coach your agents on how to improve at their jobs, and provide specific feedback where possible. Proper coaching will help those that may be struggling, and will advance those that are already doing a good job. Do you need to introduce more 1-on-1 coaching? We Surveyed 500 Managers About Call Center Coaching.

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

Enghouse Interactive

NOVEMBER 23, 2018

As early as 2011, analyst, Gartner was predicting that by 2020, customers will manage 85% of their relationship with the enterprise without interacting with a human. After all, if you don’t know exactly what you want the robot to do, how are you going to coach and develop it? Don’t make the same mistake.

Chatbots 40

Chatbots Self service Enterprise Coaching 40

Service Agility

SEPTEMBER 9, 2017

Originally published in Contact Center Pipeline, May 2011 The next time you are at an industry event, seek out some people that have worked in both large and small contact centers. It also improves the workload of the managers and supervisors, allowing them to concentrate more on coaching and driving higher levels of performance.

Contact Center 40

Contact Center Management Coaching Technology 40

Talkdesk

JULY 20, 2016

Use technology like call recording to provide directed coaching. An 2011 American Express study found that 80% of Americans agreed that smaller companies place a great emphasis on customer service than large businesses. Mistake 3: Building the wrong culture. Just saying the words is not enough to instill it into your culture.

Customer Service 40

Customer Service Customer centricity call center software Coaching 40

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. His efforts in 2011 helped raise over $4000 for prostate cancer research.

Telecommunications 31

Telecommunications Construction Morale Technical Support 31