Customer Service Life

MARCH 24, 2018

So what did I do to come up with three lessons for 2017? Coaching does. In 2017, I finally openly discussed my feelings with other contact center professionals — 14 of them to be exact. Coaching is important. These coaching conversations and the time spent reviewing how agents performed on interactions are essential.

Coaching 60

Coaching Contact Center Chatbots SaaS 60

Customer Service Life

JUNE 26, 2017

This article was originally published on the FCR blog on June 9, 2017. I had a fantastic time at the 2017 Contact Center Expo and Conference in Orlando, Florida. They reminded us of the importance of focusing more on coaching and empowering our agents and less on checking boxes on a form. Click here to read the original.

Contact Center 68

Contact Center Journey mapping Entertainment Chatbots 68

CX Global Media

AUGUST 14, 2018

In addition, Jennifer Hofmann stated in the Report: The State of Learning and Development in 2017 , we’re experiencing a period of evolution in learning right now, thanks to the digital revolution. The post Contact Center Agent to Supervisor Success Path appeared first on Call Center Coach. They are vastly different. Click to Tweet.

Contact Center 180

Contact Center Call Center Coaching Surveys 180

Aspect

DECEMBER 22, 2017

As we prepare to head into 2018 we wanted to take some time to look back on what resonated with our readers in 2017. Trends like chatbots in the contact center was a common theme for 2017, but this blog dives into a new technology: Robotic Process Automation. Five Stats That Prove your Agents Need Better Coaching.

Chatbots 48

Chatbots Coaching Contact Center Self service 48

CX Global Media

AUGUST 7, 2018

But as Jennifer Hofmann stated in the Report: The State of Learning and Development in 2017 , we’re experiencing a period of evolution in learning right now, thanks to the digital revolution. The post [INFOGRAPHIC] Accelerated Skill Development for Contact Center Supervisors appeared first on Call Center Coach.

Contact Center 174

Contact Center Coaching Call Center Personalization 174

Calabrio

JANUARY 19, 2017

From creating improved customer experiences to a renewed focus on employees, we see 2017 as the year that brands look for ways to foster both employee and customer engagement. While customer engagement keeps its place as a top priority, in 2017, companies will broaden their focus to include employee engagement, particularly for Millennials.

Employee engagement 59

Employee engagement Analytics Multichannel Contact Center 59

HGS

SEPTEMBER 12, 2017

7, 2017, Equifax reported that a cyberattack had allowed hackers to access sensitive information for 143 million Americans, including Social Security and driver’s license numbers, birth dates, and addresses. Be willing to deploy an all-hands-on deck tactic for trainers, coaches, and team leads, when adverse events happen.

Customer Service 113

Customer Service outsourcing Contact Center Banking 113

TechSee

APRIL 16, 2019

Recognizing that agents are the most important resources in any contact center means creating robust training and coaching programs that enhance agent performance. As they work on creating a call center culture of excellence, managers often spend significant time on evaluation, but not enough on development. And they appreciate that.

Call Center 126

Call Center Contact Center Agent Empowerment Coaching 126

Integrity Solutions

JANUARY 29, 2019

The best sales leaders know that sales coaching is an investment of time that ultimately creates time on the back end. Firms that coach their salespeople effectively rack up 9% higher sales than the rest. What’s more, the ones that are ineffective at coaching fall 6% below the average when it comes to achieving sales objectives.

Sales 77

Sales Coaching Accountability Management 77

Taylor Reach Group

DECEMBER 7, 2018

The average contact center attrition reported by ICMI was at 33% in 2017, up from 29% reported in 2016. This is reflected in lower FCR, longer calls, the need for more coaching and QA resource support, and of course they achieve lower CSAT and NPS scores, costing the organization customers. Improving coaching processes.

Coaching 120

Coaching Contact Center Calibration outsourcing 120

Talkdesk

NOVEMBER 13, 2017

San Francisco had a busy week at Dreamforce 2017 last week. Here’s a quick rundown of some of Talkdesk’s activities from Dreamforce 2017: #1: Gadi Shamia shared five crazy ideas for transforming customer experience to a packed breakout session. 12: We rocked out to Alicia Keys and Lenny Kravitz at Dreamfest 2017.

Contact Center 4

Contact Center Sales Analytics Coaching 4

CX Global Media

SEPTEMBER 17, 2018

In the Civility in America, 2018 survey, the vast majority of respondents – 93 percent – believed we have a civility problem in America; 69 percent believed it was a major problem; and this result has not changed from the 2017 survey. The post Don’t Waste Your Money on Empathy Training appeared first on Call Center Coach.

Contact Center 113

Contact Center Benchmark Surveys Coaching 113

TechSee

APRIL 10, 2019

Drive Revenue with Great Customer Experience 2017 indicates that after the auto industry and upscale hotels, telecoms has the third highest potential for increasing revenue by improving CX. A recent report by Forrester takes this concept one step further by proving that improving customer experience in telecoms delivers a boost to all KPIs.

Customer Experience 154

Customer Experience Customer centricity Interactive Voice Response Wireless 154

SharpenCX

DECEMBER 23, 2019

The American Express 2017 Customer Barometer Survey found that 62% of customers said a representative’s knowledge or resourcefulness was key to their positive service experience. Coach and train them in-line and on-time, right after their interactions. The same goes for interactions with your agents.

Contact Center 107

Contact Center Customer Service Coaching Contact center software 107

Eptica

JANUARY 6, 2023

Depuis sa première version en 2017, Microsoft Teams a permis aux entreprises de réussir le passage du travail sur site au travail à distance. Publié le: 06 Janvier 2023. Auteur: Laurianne Merour - Digital Marketing Manager Les agents apprécient les avantages de leur nouvelle connectivité améliorée.

APIs 117

APIs Coaching Contact Center Marketing 117

Talkdesk

NOVEMBER 9, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. 3 Top Technology Trends from Dreamforce 2017: It’s About Artificial Intelligence. Customer experience is the sum of every interaction with a brand.

Technology 41

Technology Chatbots Sales Healthcare 41

Integrity Solutions

NOVEMBER 2, 2018

And any number of those challenges has likely contributed to the findings by The Sales Management Association that only 51% of salespeople across all industries made quota in 2017. Another factor is the coaching sales reps get around their beliefs and self-talk. And plenty of sales managers aren’t doing much coaching at all.

SaaS 79

SaaS Sales Coaching Customer Care 79

Integrity Solutions

NOVEMBER 19, 2018

A great example is Apple’s Progress Report for 2017 , which detailed how the tech giant has saved an estimated 8 billion gallons of fresh water through their suppliers’ process. To us, having a coach is more important than having a manager. How well-equipped are your managers to meet this growing demand for coaching?

Coaching 77

Coaching Sales Feedback Surveys 77

Verint

DECEMBER 28, 2017

The following One Millimeter Mindset customer retention blog posts represent the top posts from 2017. Let’s discuss how One Millimeter Mindset workshops and leadership coaching can help rediscover the innovative mindset upon which you founded your company. Take a read. Then, contact me. Never miss another insightful post.

Customer retention 36

Customer retention Engineering Coaching Sales 36

Talkdesk

NOVEMBER 9, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. At Dreamforce 2017, Talkdesk brought together three cutting-edge technology companies to discuss the top technology trends in service and inside sales.

Technology 41

Technology Chatbots Sales Healthcare 41

CX Accelerator

APRIL 30, 2018

Experienced in NPS, customer journey mapping, instructional design, coaching, facilitation and more, Lauren takes a consultative, well-rounded approach to identify training opportunities, and uses relevant information to make specific recommendations on training solutions.

Journey mapping 140

Journey mapping Airlines Morale Call Center 140

Amplifai Coaching Category

JANUARY 12, 2021

Deloitte's 2017 Global Call Center Survey released mid-May polled executives from over 450 contact centers in 16 countries about their current and future priorities over the next two years.

Call Center 40

Call Center Surveys Contact Center Technology 40

Envision

DECEMBER 27, 2017

Who could ask for anything more? Patents, awards, contracts and customers! There are times when you are so grateful, you just have to shout it out and tell all your friends. This year has been especially productive and rewarding making all of us at Envision so incredibly honored and proud.

Coaching 69

Coaching Contact Center Call Center Customer Experience 69

Customer Service Life

DECEMBER 15, 2017

This article originally appeared on CustomerThink.com as part of my monthly Advisor column on November 10, 2017. The idea is that through consistent monitoring and coaching, agents will improve these scores and the quality of their customer service over time. At FCR, all of our leaders spend a day learning how to Coach with Compassion.

Coaching 74

Coaching Agent Empowerment outsourcing Contact Center 74

aircall

FEBRUARY 13, 2017

Similarly, sales coaching increases the number of deals per sales person by 17%. No wonder that over 25% of companies with 11 to 25 employees plan to spend more than $5,000 on sales training in 2017. The program is specifically designed for sales consultants, sales coaches and trainers, as well as CRM implementation companies.

Sales 83

Sales Customer centricity Coaching CRM 83

Customer Guru

MARCH 1, 2018

She is also a Gallup Certified Strengths Coach and has trained in profiling and assessing for Emotional Intelligence. In 2017, Dr. Pednekar was identified as one of the top 50 Most Impactful Quality Professionals by the World Quality Congress in India. She is a Certified Customer Experience Professional from the CXPA (US).

Customer centricity 94

Customer centricity Coaching Employee engagement Metrics 94

Fonolo

OCTOBER 2, 2018

A report from McKinsey released in December of 2017 predicts that voice-powered technology will not eliminate call center jobs but, rather, transform them in important ways. Customer Satisfaction and Employee Coaching. Call Center Reporting and Data Analysis. Ultimately, it will benefit businesses and consumers alike.

Call Center 90

Call Center Technology Self service industry standards 90

Aspect

OCTOBER 19, 2017

Companies can provide this type of work environment through proper coaching, gamification, and rewards and recognition for a job well done. Once we get your results we will develop a customized report and you will receive a copy of our 2017 Contact Center Benchmark Report. Insight #3 – Optimizing your Workforce Management Investments.

Benchmark 85

Benchmark Interactive Voice Response Gamification Contact Center 85

ProProfs Blog

MAY 6, 2020

The above screenshot comes from the Deloitte Millennial Survey of 2017 that shows the percentage of millennials reporting that their employers have adopted flexible arrangements. Use coaching and feedback for employee development. To find an answer to this question let us shave a look at some of the stats. So, what to do?

Management 162

Management Customer Service Best practices Entertainment 162

SharpenCX

FEBRUARY 26, 2020

In 2017, we had five mergers in one year. Coach and train your team to prepare them for what’s ahead. For starters, coach your agents how to handle change and specific tasks that will complicate your operations. Next, coach agents to handle customer conversations. Read Vibrant’s Story.

Contact Center 84

Contact Center Management Coaching Contact center software 84

aircall

JANUARY 24, 2022

According to the 2017 American Express Customer Service Barometer , 81% of Americans said that businesses were at least meeting, if not exceeding their expectations for customer service, which is nearly 8 of 10. Coaching and training make a big difference in giving your customers the feeling like they’ve had a positive experience. .

Call Center 126

Call Center Best practices call center software CRM 126

SharpenCX

FEBRUARY 4, 2020

Download Now: Master your manager skill set with 29 tactics and strategies to better coach agents. LinkedIn ’s Emerging Job Reports from 2017 , 2018 , and 2020 , said people with strong soft skills will only have a leg up at work as automation increases. In fact, I would say it was my soft skills that led me to this point.

Call Center 84

Call Center Management Coaching Contact Center 84

Integrity Solutions

APRIL 23, 2024

High-performing Sales organizations go beyond hiring for “measurables” and have well thought out plans, processes, coaching and salesperson development strategies in place. A rookie NFL player will only have so much one-on-one time with their new position coach, coordinator and head coach once the season begins.

Coaching 58

Coaching Sales Accountability CRM 58

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? According to CCW Digital’s Report, 61% of companies agree that agent coaching is a top investment priority for 2018. Add a Link. --> The post 2017 Is Out, 2018 Is In – What Will Customer Service Look Like This Year? Introduction.

Customer Service 49

Customer Service Chatbots Journey mapping Multichannel 49

Customer Guru

MARCH 1, 2018

She is also a Gallup Certified Strengths Coach and has trained in profiling and assessing for Emotional Intelligence. In 2017, Dr. Pednekar was identified as one of the top 50 Most Impactful Quality Professionals by the World Quality Congress in India. She is a Certified Customer Experience Professional from the CXPA (US).

Customer centricity 79

Customer centricity Coaching Employee engagement Metrics 79

Outsource Consultants

APRIL 16, 2025

From 2017 to 2022, insurers that led in CX outperformed laggards by 20% in life insurance and 65% in P&C , per McKinsey. Voice analytics is a luxury Its quickly becoming table stakes for compliance and coaching. Tech & AI Integration Are they innovating with AI to reduce handle time and improve agent coaching?

Call Center 67

Call Center outsourcing First call resolution Coaching 67

CSM Magazine

DECEMBER 5, 2017

Both of those groups learn, absorb information and get motived differently, so incorporating gamification into recruitment, training and coaching will continue to become more and more important. Key Learnings from 2017. Gamification will grow as a trend because most of the customer service workforce will be millennials or Gen Z.

Customer Service 80

Customer Service Gamification Self service CRM 80