Steve DiGioia

JULY 19, 2021

Back in 2018, I had the pleasure to interview some of the nicest people I have ever come across. To say the least, they’re all leaders in their respective fields of customer service, hospitality, social media, consulting, coaching, podcasting, and keynote speaking. Plus, many are best-selling authors too!

Customer Service 189

Customer Service Coaching Consulting Consulting 189

CX Global Media

JULY 2, 2018

Here is an edited transcript of our interview: Jim Rembach: Hey, this is Jim with the Fast Leader Show and Call Center Coach and I’m here with Cameron Weeks from Sharpen. Sharpen’s really proud of this that looking through 2017 and the first quarter of 2018 that our average Global MOS Score was 4.4.

Contact Center 188

Contact Center Coaching voip contact center solutions 188

Call Center Weekly

NOVEMBER 1, 2018

This allows people to be themselves, use their strengths (which is way more important than trying to coach weaknesses) and work toward outcomes in ways natural to them. In fact, the best managers reject the golden rule, and treat each person as they would like to be treated.

B2B 185

B2B Coaching Sales Marketing 185

Contact Center Pipeline

FEBRUARY 6, 2018

There are coaches, trainers, sports medicine teams and a host of support staff helping to get the most out of their players to deliver results. On Super Bowl Sunday, we watch to see if our favored team will be the winner… or the loser. This sounds familiar to what we do every day in our […].

Contact Center 124

Contact Center Coaching Call Center 124

Vonage

MARCH 26, 2018

Three years ago, Gartner predicted that more than half of businesses would implement significant changes to improve customer experience by 2018. We recently partnered with Bluewolf and Salesforce for a webinar on how today’s best service organizations are enabling those types of interactions, and the trends they will be focusing on in 2018.

Customer Service 91

Customer Service Contact Center Customer centricity Coaching 91

Customer Service Life

AUGUST 27, 2018

This article was originally published on the ICMI blog on June 13, 2018. I say “experts” because it’s a priority for members of our leadership team to complete our comprehensive course called “ Coaching with Compassion ,” which my colleague–and fellow ICMI Featured Contributor– Sheri Kendall-duPont designed. Here are the top five.

Coaching 83

Coaching Contact Center Management Surveys 83

CSM Magazine

DECEMBER 5, 2017

Here are some of the top customer service predictions for 2018, brought to you by Fara Haron is CEO of CRM Solutions, Arvato. Technology related to voice recognition will be most impactful in 2018. In relation to customer service, technologies like AR and VR will not be as impactful in 2018. Voice Recognition.

Customer Service 80

Customer Service Gamification Self service CRM 80

Integrity Solutions

MARCH 22, 2019

A high-performance coaching culture can separate your firm from the pack and become a powerful differentiator when you’re competing for top players. How a Coaching Culture Attracts (and Keeps) Top Talent. The best players want to play for the best coaches. These coaches: help people become their best. Where to begin?

Coaching 76

Coaching Sales Management Surveys 76

CX Accelerator

JANUARY 10, 2018

Happy 2018, folks! Follow these techniques to ensure 2018 is a year of positive change for your department! Take for example the goal of “enhancing our self-service channel quality and usage in 2018.” Are you doing anything innovative to equip your customer service team for success in 2018? Share it in the comments below!

Customer Service 159

Customer Service Coaching Self service Quality management 159

CX Global Media

NOVEMBER 19, 2018

According to the 2018 “Annual Learning & Development Benchmarking” report from Toward Maturity, organizations are in a dire position. The post The Most Unlikely Source Is Blocking Contact Center Transformation appeared first on Call Center Coach. Even if you are a small contact center.

Contact Center 233

Contact Center Coaching Benchmark Call Center 233

ShepHyken

FEBRUARY 9, 2018

– Every rep needs something a little different from the coaching process, and asking this question is a quick way to hone in on exactly what assistance your rep needs to grow. Read Shep’s latest Forbes Article: Business Lessons From NAMM 2018 And The Music Industry.

Customer Service 403

Customer Service Morale Sales Coaching 403

aircall

MARCH 16, 2018

Our 2018 customer support strategy survey was sent to 475 industry leaders. Participants were asked to name the one change that would have the largest positive impact on their customer support strategy in 2018… Survey Responses Reveal Trends to Improve Customer Support. Some questions were straightforward. Improved Communication.

Customer Support 88

Customer Support Brand ambassadors Morale Surveys 88

CX Global Media

JULY 3, 2018

Here is an edited transcript of our interview: Jim Rembach : Hey this Jim with Call Center Coach and I’m here with one of our board members Nate Brown of United Laboratories. Now, Nate and you just had the opportunity to MC the 2018 Contact Center Expo Awards what did that feel like? Nate Brown : That was such a high.

Contact Center 185

Contact Center Coaching Call Center Analytics 185

Aspect

MARCH 21, 2018

The right coaching tools, and right channels, are key to getting it right. To learn more about how you can keep your customers smiling in 2018, click here. The post 5 Common Customer Complaints That Don’t Have to Exist in 2018 appeared first on Aspect Blogs. Some issues, for instance, are best resolved via video.

Contact Center 78

Contact Center contact center solutions Interactive Voice Response Coaching 78

Lumoa

FEBRUARY 6, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018? Every each of them answered the following questions: How do you see the future of customer experience? How to overcome those challenges? Read the First Part of the Interview.

Customer Experience 121

Customer Experience Customer centricity Education Consulting 121

CX Global Media

OCTOBER 31, 2018

Sadly, Bill Gessert passed away suddenly on October 3 rd , 2018 – leaving behind his beloved wife, Lisa and four adult children and five grandsons. I finally had the chance to meet him face-to-face at Customer Contact Week (CCW) in Las Vegas in June 2018. appeared first on Call Center Coach.

Customer Experience 207

Customer Experience Customer Service Chief Customer Officer Contact Center 207

CX Global Media

JULY 17, 2018

Make no mistake, Call Center Coach is not only the name of our business — it’s an industry need. According to an Executive Priorities report from Strategic Contact , coaching is the number one priority in contact centers. In many circles, the thought of coaching is about supervisors coaching agents. Click to Tweet ).

Contact Center 179

Contact Center Coaching Construction Call Center 179

CX Global Media

DECEMBER 31, 2018

As 2018 draws to a close and you reflect on the year, I want to express my deepest gratitude for YOU – the friends and supporters of Call Center Coach. President, Call Center Coach. appeared first on Call Center Coach. Thank you for your ongoing support! Godspeed, Jim Rembach. The post With gratitude for YOU!

Coaching 120

Coaching Contact Center Call Center 120

Callminer

JULY 30, 2018

You can arm your agents with the insight, preparation and coaching they need to be able to listen effectively and ensure every call delivers a positive outcome. I’d love to get your thoughts on what it has uncovered at our upcoming webinar with customer engagement experts Rant and Rave on 11 September, 2018.

Coaching 174

Coaching Best practices Analytics Surveys 174

Fonolo

AUGUST 29, 2018

But if we momentarily dial the sound down, we are rewarded with a) some mental clarity; and b) the sweet, sweet sounds of intelligent, helpful voices who deliver some music-to-our-ears advice on how to survive and thrive in 2018 and beyond. White Paper: CX Trends You Need to Watch in 2018. Learn more about Shaun here and here.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

Integrity Solutions

MARCH 6, 2019

Here’s how coaching can help them get back on track and hit their numbers again. Coaching your people around these two areas can help them release their inner achievement drive so they can get back on track and hit their numbers again. It’s your job as a coach to help them recognize their self-talk is just talk.

Coaching 57

Coaching Sales Engineering Management 57

SharpenCX

OCTOBER 27, 2021

Centricity is a new home warranty provider and leader in insurance services that’s been a customer of ours since 2018. They couldn’t have in-person coaching conversations. They inform coaching conversations with data. Contact center managers and supervisors brought the data into coaching conversations to help agents improve.

Analytics 128

Analytics Coaching Contact Center First call resolution 128

Toister Performance Solutions

JUNE 14, 2018

Gopher Sport won the 2018 award for Best Small Contact Center. We’ve been able to lead, coach, and educate team members well. The International Customer Management Institute (ICMI) held its annual Global Contact Center Awards party this past May. Contact centers with fewer than 75 agents are eligible.)

Contact Center 78

Contact Center Education Customer Care Coaching 78

Taylor Reach Group

MAY 14, 2020

In their studies of employee engagement since 2000, Gallup found the highest level of employee engagement in 2018: a paltry 34%. Regular coaching and one-on-ones should still happen. Gallup defines engaged employees as those who are involved in, enthusiastic about and committed to their work and workplace.

Employee engagement 171

Employee engagement Consulting Consulting Coaching 171

CallSource Insights

NOVEMBER 16, 2018

Implementing CallSource call coaching improved new employees’ onboarding experience, creates a culture of transparency, accountability, and acts as a motivational tool to improve career skills. The implementation of the call coaching program was well-received by current and new Customer Communication Specialists.

Coaching 56

Coaching Advertising Scripts Call Center 56

Nicereply

MARCH 23, 2021

Shep Hyken (@Hyken) February 1, 2018. — Jeanne Bliss (@JeanneBliss) January 28, 2018. Jeff Toister (@toister) January 29, 2018. — Lincoln Murphy (@lincolnmurphy) January 8, 2018. Manage the contact with the customer ever step of the way. Customer Service Experts, Writers, Consultants, and Influencers.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

Taylor Reach Group

DECEMBER 21, 2017

As we remove the plastic wrappings from our new calendars and start neatly recording upcoming events and plans, we’re inspired to make 2018 the best year ever. Supervisors and managers in your organization are having the same thoughts—they want to make 2018 the best year ever, for themselves and their people. Give Feedback!

Coaching 54

Coaching Gamification Feedback Personalization 54

Integrity Solutions

DECEMBER 31, 2018

Here is some of our ‘Best of 2018’ content that can help fuel thoughts, discussions and strategies to make 2019 your best year yet. More managers have become committed to coaching. But it’s also about understanding you don’t coach people in your own image.

Coaching 45

Coaching Sales Management Employee engagement 45

CX Global Media

JULY 17, 2018

Make no mistake, Call Center Coach is not only the name of our business — it’s an industry need. According to an Executive Priorities report from Strategic Contact , coaching is the number one priority in contact centers. In many circles, the thought of coaching is about supervisors coaching agents. Click to Tweet ).

Contact Center 136

Contact Center Coaching Construction Call Center 136

TechSee

APRIL 10, 2019

The company invested in coaching frontline talent and built a volunteer program called ‘Tiger Teams’ where employees engage in projects focused on improving customer experience in telecoms. The company’s NPS jumped 9 points from 2015 to 2018 and they won two of the three J.D. Power’s 2018 U.S. Vodafone – Visual engagement.

Customer Experience 154

Customer Experience Customer centricity Interactive Voice Response Wireless 154

Robert Davis

JANUARY 24, 2018

It is hard to believe it is 2018. Contact Center Challenges & Priorities for 2018 by Lori Bocklund – The #1 priority is coaching and development. Contact Center Executive Priorities for 2018 by Jim Rembach – The #1 priority is coaching. But how can supervisors coach and develop if everything is a priority.

Coaching 48

Coaching Contact Center Surveys Consulting 48

CX Accelerator

APRIL 11, 2018

Or, you look at your to-do list at the end of the day, and realize that it's not just that you didn't spend your time coaching your team or any of your other big priorities; your list for tomorrow is also filled with distractions that won't do anything to help your team accomplish what matters most. Karin was named on Inc.'s

Customer Experience 182

Customer Experience Wireless Journey mapping Coaching 182

Monet Software

MARCH 5, 2018

As we approach the end of the first quarter of 2018, here are four suggestions that can help you deliver a better customer experience. Cutting Edge: Speech Analytics Sure it’s been around awhile, but if you implement a speech analytics solution in 2018 you will still be ahead of the technology curve.

Contact Center 48

Contact Center Coaching Analytics Technology 48

Comm100

DECEMBER 1, 2017

2018 is just around the corner, which means that companies around the world are planning (or have already planned) their business goals for next year. CCW Digital, in their latest Winter Executive Report, studied a wide range of organizations to discover the most popular goals and strategies for call centers in 2018. 2 for Companies.

Contact Center 57

Contact Center Customer centricity Journey mapping Benchmark 57

Vonage

SEPTEMBER 26, 2018

After two fun, informative and action-packed days, it’s hard to believe we're already halfway through Dreamforce 2018! We’ve put together 18 of the most thought-provoking quotes from some of those great minds of Dreamforce 2018 for you to enjoy and share across your social networks. We’re sure there will be plenty more to come!

Coaching 48

Coaching Big data Sales Technology 48

Aspect

JANUARY 10, 2018

Here are five suggestions to improve your contact center technology in 2018. Take advantage of agent coaching and eLearning to prepare your agents. There will always be a bigger fish in the pond, but that doesn’t mean you won’t be able to grow your own business in 2018. Not sure where to begin?

Contact Center 48

Contact Center Technology Real estate contact center solutions 48

Integrity Solutions

MARCH 6, 2019

Here’s how coaching can help them get back on track and hit their numbers again. Coaching your people around these two areas can help them release their inner achievement drive so they can get back on track and hit their numbers again. It’s your job as a coach to help them recognize their self-talk is just talk.

Coaching 40

Coaching Sales Engineering Management 40