Integrity Solutions

NOVEMBER 22, 2022

Coaching is what makes the culture transferable and sustainable. Let’s take a look at the scope of the issue banks and credit unions are dealing with when it comes to employee engagement, motivation and turnover and how coaching can serve as the catalyst for long-term culture change. Who Needs Workplace Coaching?

Employee engagement 80

Employee engagement Banking Coaching Personalization 80

Customer Guru

AUGUST 21, 2018

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.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

Taylor Reach Group

MAY 11, 2018

Once on board, how will we train them, coach them and mentor them? This post was published in 2012 and updated in 2018. Is there a skills map? How do we test for these skills? Do we know where to find candidates, how to hire them and what to pay them? Who is going to run the Center?

Call Center 104

Call Center Interactive Voice Response Real estate Contact Center 104

BlueOcean

OCTOBER 4, 2021

The pandemic only accelerated the growth of the subscription economy, which has seen an incredible 437% growth since 2012—and a 66% increase from 2019 to 2020. Making sure everyone is on the same page—from the agents to the coaches to managers to the client—is key to ensuring we don’t sacrifice quality. Let’s dive right in.

Customer Experience 77

Customer Experience Coaching B2C Customer Care 77

SharpenCX

FEBRUARY 12, 2020

billion in annual revenue since their debut in 2012. And even as the company has shifted and changed since their launch in 2012, their mission and values have remained core to who they are, who they hire, and what they do for customers. Find out how coaching to a specific mission and values fuels better contact center performance.

Customer Experience 84

Customer Experience Transportation Contact Center Coaching 84

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

Call Center 140

Call Center call center software outsourcing Coaching 140

CSR Inc.

JULY 17, 2016

While I agree with the gist of the article about ways in which technology can positively impact the call center workplace (some are common talking points for me as well), I want to focus on two in particular that inevitably come up in discussions with call center managers: gamification and coaching/feedback.

Call Center 48

Call Center Technology Gamification Coaching 48

NICE inContact

JULY 25, 2019

According to research done by Bersin and Associates (2012), companies with recognition programs have 31 percent lower voluntary turnover than companies that don’t. 5) Provide Coaching. Offering a mentor or coach is crucial to keeping your agents around. Employees want to know that someone is invested in bettering them.

Call Center 56

Call Center Gamification Coaching Surveys 56

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.

Construction 61

Construction Surveys Scripts Feedback 61

BlueOcean

OCTOBER 4, 2021

The pandemic only accelerated the growth of the subscription economy, which has seen an incredible 437% growth since 2012—and a 66% increase from 2019 to 2020. Making sure everyone is on the same page—from the agents to the coaches to managers to the client—is key to ensuring we don’t sacrifice quality. Let’s dive right in.

Customer Experience 62

Customer Experience Coaching B2C Customer Care 62

Amity

OCTOBER 31, 2016

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.

Coaching 0

Coaching Upselling Engineering Marketing 0

SharpenCX

FEBRUARY 12, 2020

billion in annual revenue since their debut in 2012. And even as the company has shifted and changed since their launch in 2012, their mission and values have remained core to who they are, who they hire, and what they do for customers. Find out how coaching to a specific mission and values fuels better contact center performance.

Customer Experience 67

Customer Experience Transportation Contact Center Coaching 67

Livepro

JUNE 19, 2019

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.

Government 75

Government Gamification outsourcing Consulting 75

CSM Magazine

MARCH 28, 2023

EvaluAgent was founded in 2012, helping businesses to improve their call centre quality assurance capabilities with its award-winning AI-powered Quality Assurance and Performance Improvement platform. Its clients include Music Magpie, Vitality, Ubisoft and Samsung.

Calibration 52

Calibration Average Handle Time Coaching Feedback 52

Noble Systems

DECEMBER 18, 2018

A recent study conducted by CSO Insights, says that sales goal attainment across geographies and industries dropped from 63% in 2012 to 53% in 2016. That’s why many companies are turning to gamification to drive behaviors that improve sales effectiveness and achieve world-class status. All of them can be enhanced with gamification.

Gamification 75

Gamification Sales Contact Center Business Process Outsourcing 75

Playvox

OCTOBER 6, 2021

Gen Z (born between 1997 and 2012) 12% of 2025 workforce As digital natives, this generation uses social platforms to connect with others and to build their personal brands and businesses. Training, tools, and coaching are elements that each contact center agent needs, regardless of generation. ENJOYING THIS ARTICLE?

Contact Center 75

Contact Center Management Surveys Coaching 75

Anexa BPO

NOVEMBER 29, 2022

HR professionals are therefore shifting away from traditional performance management techniques, such as annual performance reviews, in favor of coaching and values-based recognition programs to engage and improve employee performance. In 2016, 60% of organizations had a recognition program in place, up from 50% in 2012.

outsourcing 52

outsourcing Coaching Analytics Personalization 52

Customer Interactions

AUGUST 29, 2012

As the 2012 summer Olympics came to a close recently, I found myself reflecting on the great moments of the games. When preparing for decisive moments, athletes will take advice from their teammates or cues from their coaches. There were moments of success, excitement, expectation and disappointment.

Coaching 36

Coaching Best practices Management 36

Verint

DECEMBER 28, 2017

To help you overcome this type of divisive mindset, I created 16 collaboration hacks in my 2012 book, Do YOU Mean Business? Let’s discuss how One Millimeter Mindset workshops and leadership coaching can help rediscover the innovative mindset upon which you founded your company. Then, contact me. Never miss another insightful post.

Customer retention 36

Customer retention Engineering Coaching Sales 36

Talkdesk

NOVEMBER 6, 2017

The billion dollar startup, founded in 2012, has cornered the indoor fitness market, combining cutting-edge bike technology with world-class trainers, equipment and analytics to make world-class fitness classes available at home. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page.

Sales 8

Sales Call Logging Construction Coaching 8

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). The most obvious way to do that is through customer-facing organizations like Customer Success.

Marketing 80

Marketing Customer centricity Coaching Sales 80

ChurnZero

MARCH 3, 2020

Since 2012, the annual INBOUND event has grown to 26,000+ attendees from over 110 countries. Speaker: Amy Mustoe, Principle Consultant and Coach, The Success League . INBOUND 2020 Date: August 18 – 21, 2020 Location: Boston, MA. INBOUND is one of the fastest-growing business events in the world because of the unmissable content.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

Balto

JUNE 23, 2022

This presents pain points for managers and agents alike as companies have to pay for enforcement tools, perform ongoing training, and coach agents on a tool that may not lend itself to optimal results in terms of agent satisfaction and retention. This means that managers are spending more time preparing for less effective coaching sessions.

Scripts 52

Scripts Coaching Contact Center Surveys 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? 2012 Allied Workforce Mobility Survey: Onboarding and Retention.

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

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

Talkdesk

NOVEMBER 13, 2017

The billion dollar startup, founded in 2012, has cornered the indoor fitness market, combining cutting-edge bike technology with world-class trainers, equipment and analytics to make world-class fitness classes available at home. Check out the full video on Salesforce Live. #4: 16: Artificial Intelligence emerged as an industry theme.

Contact Center 4

Contact Center Sales Analytics Coaching 4

Real Blue Sky

SEPTEMBER 7, 2022

Gen Z’ers are defined as those born in from 1997 to 2012. Some things you can offer to attract and retain this generation include flexibility, peer coaching, work/life balance, growth opportunities, and social awareness. Who Is Gen Z? These events greatly impacted this generation and shaped their ideologies and beliefs. Conclusion.

Chatbots 52

Chatbots Technology Marketing Personalization 52

Comm100

OCTOBER 30, 2017

A 2012 study by Beyond Philosophy, called out “silo mentality” as the biggest organizational hurdle in improving the customer experience. Feedback should be provided on these goals during your regularly scheduled coaching sessions and the goals themselves need to tie back to your corporate objectives.

Best practices 65

Best practices Contact Center Management outsourcing 65

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. 2012, March 12). E.g., CSAT of 4/5 = 80/100.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

Comm100

MAY 1, 2018

Born roughly from the late 1990’s or early 2000’s to 2012, early Gen Zers are often lumped in with Millennials because of the fuzzy nature of this generation’s start date. Generation Y (Millennials). Generation Z, sometimes referred to as the iGen, is the youngest generation currently entering the workforce. Take it outside the office.

Management 55

Management Education Surveys Government 55

Fonolo

NOVEMBER 17, 2020

To achieve that within a remote or hybrid work environment, we’re going to see more contact centers reach for a cloud-based technology that drives camaraderie, increases visibility, allows supervisors to coach from anywhere, and enables agents to self-manage.” Call Center Trends 2012. Nina TM : Virtual Assistant by Nuance.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

SmartKarrot

JANUARY 20, 2022

Checkout.com was founded in 2012. Sales managers can use Refract’s AI-powered web-based sales coaching platform to pinpoint exactly what contributes to sales success. Sign up for our newsletter. contact-form-7]. Checkout.com. With a market value of $15 billion, Checkout.com is Europe’s most valuable unicorn firm.

SaaS 10

SaaS Advertising B2B Transportation 10

CrazyCall

SEPTEMBER 4, 2018

Coach to SaaS founders, Chief instigator at DanMartell.com. Dan Martell is a serial entrepreneur, a world-famous business coach for SaaS founders and an angel investor since young years. Sales Coach & Chief Connections Officer at Make It Great Institute. Must-read: Zero to IPO: Lessons From The Unlikely Story of HubSpot.

Sales 129

Sales SaaS CRM B2B 129

Kayako

SEPTEMBER 20, 2018

It is, therefore, no real surprise that many sales companies are increasing investment in customer experience training and coaching efforts. Interestingly, 89 percent of companies now believe they compete primarily on the basis of customer experience, compared with just 36 percent who thought the same back in 2012.

Best practices 81

Best practices B2B Sales Customer Experience 81

Nicereply

MARCH 14, 2023

The 4 Disciplines of Execution By Chris McChesney, Sean Covey, and Jim Huling Published: 2012 Length: 296 As a support manager, it’s your responsibility to build a strong team and create a fantastic customer experience. No amount of coaching, training, or quarterly feedback surveys will prevent it. Books on business acumen 3.

Management 98

Management Call Center Entertainment Metrics 98

Taylor Reach Group

MARCH 6, 2020

”[ source ] 2012 to 2019 MERS infected over 2,500 people and killed 862. Here is what it looked like on the streets of Toronto in the spring of 2003: After SARS we had MERS: “Middle East respiratory syndrome (MERS), also known as camel flu, is a viral respiratory infection caused by the MERS-coronavirus (MERS-CoV).”[

Contact Center 131

Contact Center outsourcing Coaching Consulting 131

aircall

DECEMBER 19, 2016

By training knowledgeable customer service employees, and coaching them to be empathetic, Apple makes its entire customer experience seamless, and most of all, effortless. Launched in 2012, the app aims to build connections between fishermen, and allows them to share each others’ great catches. Captain Train.

Customer Service 74

Customer Service Advertising Transportation Customer Support 74