Aspect

JULY 11, 2019

Bill Gates’ first four words during his TED talk: “Everyone needs a coach.” He makes a good point—the characteristic common to high-performing people, whether they are athletes or executives, is the fact that every single one of them has coach. . Are you ready to elevate your customer service at ACE 2019 ? .

Self service 88

Self service Coaching Best practices Engineering 88

Myra Golden Media

JANUARY 15, 2019

One of the things I’m working on for 2019 is giving you tools to help you coach your employees and hold them accountable so that they are positioned to deliver the best possible customer experience. On Friday, February 1st I’m facilitating a 45-minute webinar on How to Solve Your Biggest Problems with Coaching Employees.

Coaching 220

Coaching Accountability Feedback Personalization 220

CX Accelerator

MAY 15, 2019

Jeff explains how Jenny Dempsey, Customer Service Health Coach who is also in the audience, got an anchor tattoo after learning about Jeff’s concept of attitude anchors. Jeff’s final challenge is to ask yourself the question - How committed are you? It’s in commitment that real change lies.

Contact Center 51

Contact Center Customer Service Coaching Education 51

ShepHyken

DECEMBER 24, 2018

Or, would you remain calm and coach him or her? Future CX: Tips for 2019 digital marketing success by Stuart Banbery. CustomerThink) Creating powerful online customer experiences and marketing ROI by harnessing emotional connections with customers is key and here are some key take-outs for everyone to consider for 2019 success.

Customer Service 242

Customer Service Morale Coaching Customer Experience 242

CCNG

JUNE 8, 2022

Video communication training systems for front-line agent training, meetings, and one-on-one coaching ? ? ?Due That’s so 2019… ? ?Many Many of our clients and other contact center enterprises are embracing video capabilities for their agents for new-hire on-boarding, platform training, mentoring, coaching, and more. ?

Contact Center 195

Contact Center CCNG Gamification Coaching 195

ShepHyken

JUNE 25, 2021

Back in 2019, I enjoyed spending a few days in Vegas, speaking and networking at Fiserv’s annual client Forum. This week we feature an article by Annette Franz, CCXP, the founder and CEO of CX Journey Inc. She writes about how leaders can lead by example and model the change that they wish to see from their employees.

Customer centricity 307

Customer centricity Coaching Consulting Consulting 307

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. It’s going to be 2019 before you know it. I don’t see any big trend, any new thing in 2019 is not going to blow us all away. That is real.

Contact Center 185

Contact Center Coaching Call Center Analytics 185

CrazyCall

APRIL 9, 2019

Alice Heiman is a sales coach and internationally renowned sales expert who demonstrates business owners and SMBs how to generate leads, handle objections and close more deals. So far, she has over 30 years of experience in corporate sales and 16 years of young executive coaching & talent management consulting practice.

Sales 133

Sales Consulting Consulting Coaching 133

Myra Golden Media

JANUARY 14, 2019

Coach like a coach. Coach like a coach. 2019 Is the Year You’ll Eliminate Unacceptable Performance. On Friday, February 1st I’m facilitating a 45-minute webinar on How to Solve Your Biggest Problems with Coaching Employees. Don’t try to be friends with employees. Get agreement.

Coaching 159

Coaching Feedback Personalization Customer Experience 159

Aspect

JULY 17, 2019

The former CEO of Google and chairman of Alphabet hated this advice the first time someone gave it to him , but now he shares it every single chance he gets : “ H ave a coach.” The right coach might not be an expert in your same specialty, but a coach can look at what you’re doing with another set of eyes.

Coaching 82

Coaching Management Contact center software contact center solutions 82

Noble Systems

JUNE 7, 2019

Paul Stockford, Chief Analyst at Saddletree Research, attended SNUG for the first time in 2019. So naturally, he was delighted by the event’s heavy focus on gamification, coaching, and learning management. Read more of Paul’s thoughts on SNUG 2019 here. Paul Stockford, Chief Analyst, Saddletree Research.

Gamification 75

Gamification Contact Center Coaching Education 75

GetFeedback

NOVEMBER 23, 2019

On Tuesday, November 19, 2019, the Chairman and Co-CEO of Salesforce, Marc Benioff, kicked off his opening keynote at Dreamforce with the concept of togetherness. The post CX Takeaways From Dreamforce 2019 appeared first on GetFeedback Blog. Check out our new guide on how to run a successful CX program with Salesforce.

Customer advocacy 19

Customer advocacy Sales Personalization Coaching 19

GetFeedback

SEPTEMBER 2, 2019

We’re already halfway through 2019 and no one can deny the rising demand for better customer experiences. Our list of the top CX articles of 2019 covers all these topics and more. . Our list of the top CX articles of 2019 covers all these topics and more. . March 26, 2019 | David Nour | Inc. Article No. In the Inc.

Customer centricity 84

Customer centricity Airlines Finance Technology 84

Livepro

JUNE 19, 2019

Returning in 2019 across 4 major cities, a jam packed agenda with 2 Keynote Speakers in each state have varied backgrounds including some creative and amazing minds behind cutting-edge AI technology, state government and industry veterans with a wide range of consulting expertise. Pat Inc won global Best New Algorithm for AI 2018/2019.

Government 75

Government Gamification outsourcing Consulting 75

Enghouse Interactive

DECEMBER 5, 2018

The following blog takes a look at the contact centre and what we can expect to see in 2019. Those questions are not likely to stop during 2019. We expect to see the adoption of technologies like unified communications and collaboration environments like Microsoft Teams and Slack gain more and more traction during 2019.

Coaching 65

Coaching Analytics Cloud contact Self service 65

Myra Golden Media

AUGUST 5, 2019

Visualizing, planning, and EXECUTING a quality monitoring program is my summer 2019 focus for my clients. On August 9th I am hosting a webinar, Quality Form Development & Coaching.

Calibration 136

Calibration Customer Experience Coaching Marketing 136

Callminer

JULY 15, 2019

Employee Engagement Trends of 2019 featuring nGuvu. Hear from CallMiner and employee engagement experts nGuvu in a discussion of the employee engagement trends in 2019. Zeroing in on Ideal Coaching Moments with Speech Analytics featuring Vivint. Register for 9am BST Session . Register for 11am EST / 8am PST Session .

Telecommunications 28

Telecommunications Contact Center Analytics Employee engagement 28

BlueOcean

FEBRUARY 7, 2019

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) WTA is an actionable coaching point for your agents and relates directly to the customer experience. Which 2019 Consumer Trends Will Impact Your Customer Experience Strategy?

Metrics 87

Metrics Customer Care Average Handle Time outsourcing 87

Callminer

APRIL 24, 2020

According to the data, the industry saw a total of 32,000 new positions added in Q1 2019, with several major companies expanding their call center operations. In addition to call monitoring and scoring, managers and supervisors should also make it a point to schedule in time for targeted coaching sessions with agents.

Best practices 182

Best practices Call Center Coaching Schedule adherence 182

CX Journey

MAY 7, 2025

Seth Godin ABOUT ANNETTE Annette Franz is an internationally recognized employee and customer experience thought leader, coach, speaker, and author. Treat different people differently. Anything else is a compromise.

Journey mapping 79

Journey mapping Finance Customer centricity Coaching 79

Integrity Solutions

MAY 12, 2020

Sales Enablement Strategy: 2020 vs. 2019. Coming out of 2019, most organizations were predicting continued growth, and they budgeted and forecasted with that assumption of growth in mind. The Sales Manager as Coach. But they also need to coach them on the conversations they’re having with themselves.

Sales 122

Sales Coaching Metrics Technology 122

TechSee

JUNE 4, 2019

Traditionally, contact centers have trained new agents using one-on-one coaching or classroom-style role-playing, where the focus is on imparting knowledge and customer service etiquette. Whisper coaching. This is especially helpful when bringing new agents up to speed or helping more experienced agents through a difficult call.

Call Center 117

Call Center Technology Gamification Coaching 117

Etech GS

APRIL 30, 2019

Here are five trends to consider employing to elevate the level of service offered by your business in 2019. . Consider focusing more on coaching effectiveness and ensuring your leaders are equipped to transfer knowledge effectively. The post The Top 5 Contact Center Trends for 2019 appeared first on Etech Global Services.

Contact Center 71

Contact Center Coaching Feedback Healthcare 71

Upstream Works

SEPTEMBER 1, 2020

Invest in More Training and Coaching Opportunities. This is where coaching and training opportunities become important. According to the 2019 Global Customer Experience Benchmarking Report from NTT Ltd., According to the 2019 Global Customer Experience, Benchmarking Report from NTT Ltd.,

Contact Center 148

Contact Center Benchmark contact center solutions Coaching 148

Taylor Reach Group

MAY 14, 2020

Clifton, Jim & Harter, Jim (2019) It’s the Manager , pp. Regular coaching and one-on-ones should still happen. How about improving employee retention by 24-59%, lowering absenteeism by 41% and increasing productivity by 17%? 102-103, New York: Gallup Press).

Employee engagement 171

Employee engagement Consulting Consulting Coaching 171

CallSource Insights

AUGUST 19, 2019

CallSource, the provider of insightful data and actionable analytics, now provides in-dealership & phone coaching so you can set more appointments and sell more cars. Westlake Village, CA – August 19, 2019. ” Unlike other one-and-done automotive training programs, Own-Set-Close is phrases & skills coaching over time.

Automotive 58

Automotive Coaching CRM Sales 58

BlueOcean

FEBRUARY 25, 2019

She sees herself as the communication facilitator making sure agents, coaches, and managers and the client are all on the same page to keep all hands-on-deck without sacrificing quality. In-person communications include side-by-side coaching, monthly one-on-ones, as well as and small focus groups. Let’s chat today.

Customer Experience 116

Customer Experience Coaching Feedback Customer Care 116

JustCall

OCTOBER 18, 2019

After interviewing leading real estate agents and coaches. Google has dominated the search engine space, owning 88.47 % market share as of April 2019. The post 17 Real Estate Lead Generation Ideas: New & Super-Effective [2019] appeared first on Justcall Blog. Door Knocking. Make Google ads for real estate listing.

Real estate 89

Real estate Scripts CRM Sales 89

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. To this end, we have grouped the top contact center trends for 2019 into these three categories: human, effortless and transformative.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

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 46

Coaching Sales Management Employee engagement 46

CSM Magazine

OCTOBER 14, 2024

This approach feels like having a personal health coach, keeping you informed and inspired about your health journey. This telemedicine giant has reported a jaw-dropping 206% increase in virtual visits since 2019. Telemedicine changes the game by providing personalized follow-ups, timely digital reminders, and regular communication.

Healthcare 52

Healthcare Customer Service Coaching Personalization 52

Contact Center Pipeline

DECEMBER 1, 2020

The focus on the agent is a change from 2019’s “Improving the Customer Experience,” which continued as leadership’s top challenge. Early in 2020, Pipeline published results from the 2020 Contact Center Challenges & Priorities survey and declared 2020 the “Year of the Agent.”

Contact Center 147

Contact Center Surveys Customer Experience Coaching 147

Customer Service Life

DECEMBER 18, 2018

Starting in 2019, I’m unveiling two programs to help you and your teams create a culture of self-care in the workplace through my side project, Jenny Dempsey Wellness. 1:1 Coaching . My coaching program puts a spin on an individual’s wellness through the lens of customer service with the intention of personal growth.

Contact Center 105

Contact Center Personalization Coaching Customer Service 105

TeamSupport

AUGUST 26, 2020

Track trends and service issues to get to the root cause and identifying areas where more training or coaching is needed. Using these reports in conjunction effectively allows you to improve the customer experience, coach and develop your agents, and mitigate the risk of churn. Experience Index: 2020 Digital Trends, 2019.

B2B 98

B2B Customer Support Coaching Metrics 98