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25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency

Callminer

Source: Human Resource Management; Issue: 51(4); 2012; Pages 535-548. Do your best to: Monitor and generate engagement; check in often. Make onboarding & ongoing coaching as stellar as possible. James Pollard is a marketing consultant who works specifically with financial advisors over at The Advisor Coach.

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?CallMiner Named Top 10 Contact Centre Software and Technology for 3rd Year in a Row

Callminer

We’re delighted that CallMiner has been named by Call Centre Helper as one of the Top 10 providers of Contact Centre Software and Technology for the third year running with Eureka Coach. Eureka Coach enables contact centres to build an agent culture that underpins an excellent customer experience, improved compliance and reduced risk.

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10 Contact Center Management Mistakes & Best Practice Tips to Fix Them!

Comm100

In an effort to help address some of these gaps, I have prepared a list of some of the common issues I’ve come across over my years in the industry, as well as some best practice tips and suggestions on how to resolve these problems. The post 10 Contact Center Management Mistakes & Best Practice Tips to Fix Them!

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Customer Experience Influencers You Must Follow – Part 2

Customer Guru

John is an “Ex-Disney Guy” and Customer Experience Coach. Apart from being an author, Kerry is also a renowned speaker and an insightful coach. Its original version was the cornerstone of the 2012 book “Outside In: The Power of Putting Customers at the Center of Your Business.” John Formica Follow @JohnFormica.

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20 Call Center Leaders and QA Pros Reveal the #1 Problem Keeping Call Center QA & Monitoring Teams Up at Night (and How to Solve It)

Callminer

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. Who is coaching the coaches? Constant QA, coaching, and accountability is how you ensure all interactions are positive.

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CX FORUMS: 2019 Keynote Speakers

Livepro

An accredited Coach and Emotional Intelligence assessor, she believes that in order to be truly successful, we need to connect with people, align with their purpose and bring them with us on the journey. The team also accredited with; AusContact, Victorian Contact Centre of the Year 2012, 13 & 16.

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Inside Customer Success: Uberflip

Amity

In 2012, our Co-Founders realized it was time to transform the customer support team into a true Customer Success team. Almost immediately, we started to scale the team to enable us to be more proactive to ensure we were able to do all the things that Customer Success does best: onboarding, coaching, renewals, upsell, support, and services.