Integrity Solutions

MAY 12, 2020

Sales Enablement Strategy: 2020 vs. 2019. The Sales Manager as Coach. According to a study we did with The Sales Management Association, organizations that reported they were effective in coaching outperformed all others in revenue terms by 15%. What a difference a few months makes. And the buyer will recognize that immediately.

Sales 121

Sales Coaching Metrics Technology 121

AWS Machine Learning

OCTOBER 16, 2024

The goal was to refine customer service scripts, provide coaching opportunities for agents, and improve call handling processes. This capability enables call quality agents to delve deeper into call components, facilitating targeted agent coaching opportunities.

Customer Service 89

Customer Service Scripts Coaching Finance 89

CCNG

MAY 11, 2021

A recent CCNG panel webinar, Why Performance-Based Training Requires Automation , featuring Mike Roberts, Technology Leader for Learning at Citibank, who adopted simulations to automate role play and coaching exercises in 2020 and Trey Fischer, an industry-leading consultant, discussed today’s impact of automation on performance-based training.

CCNG 195

CCNG Coaching Contact Center Employee engagement 195

ShepHyken

DECEMBER 16, 2019

Twenty Mobile Trends For 2020 by Thomas Husson. Forrester) I have just published a post sharing some of our marketing predictions for 2020. My Comment: “Mobile” is a big trend for 2020. My favorite of these three points is number three on “micro-coaching.” Mobile is embedded everywhere.

Customer Service 209

Customer Service Employee engagement Coaching Customer centricity 209

Taylor Reach Group

MARCH 20, 2020

One priority each of us should have on our “to do” for 2020 is mental health. So in 2020, let’s create a culture of health in our workplaces. Provide free or subsidized lifestyle coaching, counseling, or self-management programs. By Colin Taylor. We don’t know who may be impacted by mental health issues and challenges.

Contact Center 105

Contact Center Consulting Consulting Coaching 105

ShepHyken

DECEMBER 23, 2019

Customer Service Pet Peeves That’ll Make Your Customers Cringe in 2020 by SmarterCX Team. SmarterCX) We asked CX professionals for their biggest gripes and pet peeves when it comes to service, and here are 10 they listed as most likely to make customers cringe in 2020. 10 Marketing, Tech and CX Predictions for 2020 by Sara Card.

Customer Service 192

Customer Service Coaching Customer Experience Marketing 192

CCNG

JUNE 8, 2022

Video communication training systems for front-line agent training, meetings, and one-on-one coaching ? ? ?Due 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. ? ? That’s so 2019… ? ?Many

Contact Center 195

Contact Center CCNG Gamification Coaching 195

CCNG

APRIL 26, 2023

Lisa Hammett is a new CCNG contributor, a Wellness Coach helping thousands of members achieve their health and wellness objectives. I completed an intensive coaching program with High Performing Coach and am completing my Positive Intelligence certification. If this is resonating, let’s chat.

CCNG 195

CCNG Coaching Education Best practices 195

Fonolo

JANUARY 14, 2020

Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Top Pick: 20 ways to create an amazing customer service experience in 2020. NEW REPORT – Call Center Trends 2020: A New Age for the Contact Center. Several trends are poised to make a significant impact on contact centers in 2020.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Integrity Solutions

FEBRUARY 12, 2020

Many sales influencers are doing great things, but we wanted to shine a spotlight on a few of our favorites, those whose viewpoints align well with ours and can help motivate you and your teams to perform better in 2020. . The post Our 10 (OK, 11) Favorite Sales Influencers of 2020 appeared first on Integrity Solutions.

Sales 124

Sales B2B Engineering Consulting 124

Cincom

AUGUST 12, 2020

“Microsoft Inspire 2020 Highlights” A quick internet search on “ Microsoft Inspire 2020 Highlights ” will produce a list of 3,250,000 results in about 0.38 “Listen Twice and Speak Once” My father (now retired) was a brilliant business person and often my coach and mentor. Don’t laugh.).

Construction 97

Construction Coaching Engineering Personalization 97

Fonolo

NOVEMBER 3, 2020

Our research for The State of the Contact Center 2020 Report indicates that the change to remote work, along with increasing public scrutiny and growing corporate EQ, will cement Agent Satisfaction as the ‘Master KPI’ on which all other metrics depend. Download the full industry report FREE: The State of the Contact Center 2020 .

Contact Center 167

Contact Center Coaching Consulting Consulting 167

Contact Center Pipeline

OCTOBER 27, 2020

The first half of 2020 will forever be defined by the global response to the novel coronavirus COVID-19. Individuals, businesses and governments worked together to mitigate an unprecedented public health crisis, ensuring human health and safety amid tremendous economic uncertainty.

Government 246

Government Coaching Contact Center Call Center 246

Serenova

FEBRUARY 18, 2020

In our annual trends report , cloud-based contact center-as-a-service (CCaaS) was one of the six critical contact center trends for 2020. You can also coach and train agents from anywhere. The post In 2020 and Beyond, the Cloud Is Here to Stay appeared first on Serenova. The Cloud Enhances Customer (and Agent) Experience.

Contact Center 93

Contact Center Cloud contact Coaching Analytics 93

Tethr

MAY 18, 2020

Investing in a true coaching program that helps reps develop the skills and knowledge they need to engage customers more independently is more important than ever. Having this coaching in place helps reassure employees that their company is there for them. Strive to become a coach for your agents, not just a manager.

Customer Experience 89

Customer Experience Coaching Surveys industry standards 89

Contact Center Pipeline

NOVEMBER 3, 2021

It was very apparent in the latter days of 2020 that leading, managing and coaching virtually was here to stay. COVID-19 redefined how we work together. It caused us to act differently and work better together as humans, and not just business leaders.

Coaching 130

Coaching Management Employee engagement 130

Serenova

JULY 7, 2020

Advanced contact center solutions can use the metrics and KPIs to dynamically prescribe tailored training courses and coaching sessions. Plus, it can help agents develop necessary skills by automatically generating coaching sessions triggered by your performance thresholds. You can pair this with gamification that encourages learning.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

Contact Center Pipeline

AUGUST 5, 2020

Contact Center Pipeline’s AUTHOR WALL OF FAME Mike Aoki is President of Reflective Keynotes Inc., a Canadian training company that helps contact centers improve their sales and customer experience results.

Upselling 32

Upselling Contact Center Customer retention Sales 32

Call Design

JANUARY 21, 2021

Now is the time to shake ourselves free of the challenges from 2020 and embrace new trends and technologies for the new year. While AI won’t replace the human element of your contact centre, it can be used to gather data and information that can help your management team improve daily operations and coach agents on their performance.

Upselling 167

Upselling Coaching Consulting Consulting 167

CX Accelerator

NOVEMBER 26, 2021

The administrators we were dealing with were fantastic people who genuinely cared, it was great to travel around the country after 2020 when I did no travel whatsoever, the work was fascinating, and it was great to get to know Shane better as we flew, drove, and stayed together. - Ben Motteram. Keith Kmett. Dan Brown. Erica Mancuso.

Healthcare 182

Healthcare Coaching Surveys Marketing 182

CX Accelerator

NOVEMBER 26, 2021

The administrators we were dealing with were fantastic people who genuinely cared, it was great to travel around the country after 2020 when I did no travel whatsoever, the work was fascinating, and it was great to get to know Shane better as we flew, drove, and stayed together. - Ben Motteram. Keith Kmett. Dan Brown. Erica Mancuso.

Healthcare 182

Healthcare Coaching Surveys Marketing 182

Contact Center Pipeline

APRIL 27, 2022

The events of 2020 have shown us how everything can change practically overnight. Most people are now accepting that change will continue to happen. The ability to navigate and execute in an era of sustained change and disruption will then be the overarching contact center objective in 2022.

Contact Center 208

Contact Center Quality management Coaching Customer Experience 208

Contact Center Pipeline

DECEMBER 15, 2020

Midway through 2020, many businesses continue to struggle […]. Well before the pandemic, Gartner was forecasting that 35% of customer experience workers would be working from home by 2023, while other experts noted that perhaps 25% to 50% already did.

Management 205

Management Call Center Customer Experience Coaching 205

Fonolo

OCTOBER 27, 2020

As part of our State of the Contact Center in 2020 Industry Report , we asked industry leaders and influencers what surprised them the most about the pandemic. Keynote Speaker and Official Forbes Coach. Kate Nasser , The People Skills Coach ™, Author, CX Expert & Leadership Coach. Annette Franz , CEO at CXJourney Inc.

Contact Center 147

Contact Center Coaching call center association Call Center 147

ShepHyken

MARCH 20, 2020

However, most agents aren’t supported with the right training, knowledge, coaching (and so on), hence they are incapable of delivering their best. This article written by Candace Sheitelman was previously posted in January 2020 on Contact Center Pipeline. I’m OK with old clichés like the customer is king (queen!), There, I said it.

Employee engagement 203

Employee engagement Contact Center Coaching Marketing 203

SharpenCX

OCTOBER 27, 2021

When Centricity first moved to a work-from-home model in 2020, they had to stray from their traditional management style. 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

ChurnZero

MARCH 3, 2020

Top 10 Must Attend Conferences in 2020 for Customer Success Professionals. Below you’ll find the chronologically ordered top ten conferences Customer Success professionals should attend in 2020 to help grow their careers. S aaStr Annual 2020 Date: March 10 – 12, 2020 Location: San Francisco Bay Area.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

Uniphore

JUNE 10, 2021

3 Ways Call Center Coaching is Leading to Customer Churn. It’s no secret that better coaching creates more effective agents and better overall customer interactions. Why then do so many call centers struggle to convert coaching into real, measurable results? Smarter Coaching Is A Smart Investment.

Coaching 59

Coaching Call Center Average Handle Time Contact Center 59

Contact Center Pipeline

DECEMBER 1, 2020

Early in 2020, Pipeline published results from the 2020 Contact Center Challenges & Priorities survey and declared 2020 the “Year of the Agent.” Given the current COVID circumstances, I believe that the 2020 findings remain […].

Contact Center 147

Contact Center Surveys Customer Experience Coaching 147

Taylor Reach Group

MAY 14, 2020

In the Spring of 2020, new challenges have presented themselves. Regular coaching and one-on-ones should still happen. And if most organizations are keeping only 30% of their employees engaged, we can really stand out! It’s tempting to say we’ll work on employee engagement later, when things calm down.

Employee engagement 171

Employee engagement Consulting Consulting Coaching 171

Uniphore

JANUARY 24, 2022

Go Beyond Call Center Coaching with Real-Time Agent Assist. Agent assist software builds agent engagement and proficiency with live call center coaching, training and process optimization. Current agent coaching is leading to customer—and agent—turnover. Better call center coaching creates—and retains—better agents.

Coaching 52

Coaching Call Center Average Handle Time Telecommunications 52

SharpenCX

NOVEMBER 21, 2019

2020 call center trends look to finally shake up the stale industry. As we look to 2020 call center trends, we look past shiny objects. In 2020, data strategies will go a step further than they did last year. In 2020, data strategies will go a step further than they did last year. Because customers still aren’t happy.

Call Center 84

Call Center Contact Center Interactive Voice Response Self service 84

DMG Consulting

DECEMBER 7, 2020

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report.

Consulting 62

Consulting Consulting Contact Center Marketing 62

Integrity Solutions

SEPTEMBER 2, 2022

declined for the first time in decade between 2020 and 2021 and is continuing to slide this year. In other words, great managers are great coaches. Leaders consistently tout the critical role of a “culture of coaching” and the need to maintain one. No wonder employee engagement in the U.S. Old patterns will prevail.

Management 114

Management Coaching Employee engagement Surveys 114

Integrity Solutions

NOVEMBER 13, 2020

But 2020 has been at a whole other level. While most healthcare sales leaders already know how to manage and balance the two, the distinction here is that they have to be able to coach their teams to do the same. Coaching Healthcare Sales Reps to Excel. For a featured story in LTEN’s Focus on Training magazine, Manage or Coach?

Healthcare 108

Healthcare Sales Coaching Customer centricity 108

Calabrio

MAY 3, 2021

It was during his sophomore year there that David became a student manager for the men’s basketball team and forged an important connection that continues to inspire him to this day: he worked alongside American college basketball coaching legend Tom Izzo. So I borrow another play from the Coach Izzo and MSU playbook: ‘I am because we are.’

Contact Center 105

Contact Center Coaching Surveys Accountability 105

ShepHyken

MARCH 20, 2020

However, most agents aren’t supported with the right training, knowledge, coaching (and so on), hence they are incapable of delivering their best. This article written by Candace Sheitelman was previously posted in January 2020 on Contact Center Pipeline. I’m OK with old clichés like the customer is king (queen!), There, I said it.

Employee engagement 164

Employee engagement Contact Center Coaching Marketing 164