SharpenCX

DECEMBER 2, 2020

A few weeks back, we outlined the future of customer service and talked through three major trends impacting your call center in 2021 and beyond. . We’re diving in on what changes you can make in your call center in 2021 to align with these three trends that are here to stay. . How can we improve your training and coaching?

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Integrity Solutions

JUNE 18, 2021

Being a coach for sales teams has never been more important. Here are 10 sales coaching articles that can inspire new thinking, motivate your sales leaders and ultimately move the needle on your sales team’s performance. When your sales leaders hear the word “coach”, what comes to mind for them?

Coaching 96

Coaching Sales Transportation Employee engagement 96

Calabrio

MAY 3, 2021

David Flores from GreenPath Financial Wellness is named a finalist in the 2021 ICMI Global Contact Center Awards for Best Contact Center Manager. Coach Izzo taught me that a player-led team is always more successful than a coach-led team,” David says. That’s why I don’t micro-manage. Clearly David’s approach works. “So

Contact Center 105

Contact Center Coaching Surveys Accountability 105

Spearline

JULY 13, 2021

Ultimate.ai’s ‘Navigating Customer Service 2021: The Year of Transformation’ free guide explores how COVID impacted the customer service industry. What’s on the horizon for 2021? Which new channels will be vital for customer communication and relationship management? Migration to the cloud. Other insights.

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Contact Center Telecommunications Surveys Analytics 98

Tethr

FEBRUARY 8, 2021

When you listen to 100% of calls, you are better able to hold reps accountable, coach effectively, and ultimately drive better results. The post 4 Call Center QA Trends Changing The Game In 2021 appeared first on Tethr. As mentioned above, we now have the tools to evaluate 100% of the data, which effectively eliminates this problem.

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Call Center Coaching Surveys Accountability 116

Outsource Consultants

SEPTEMBER 14, 2021

The most powerful technology pairings in 2021 include call deflection, AI, and automation systems that work in harmony. A common feature of some of the most successful development teams in the world, daily team huddles give you the opportunity to set priorities, coach your agents, and monitor ongoing success.

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Contact Center Interactive Voice Response Morale Abandon rate 125

SharpenCX

SEPTEMBER 30, 2020

Coach your agents regularly, so they know how to listen to your customers and respond kindly. By the end of 2021, industry leaders expect mobile phones will make almost 73% of eCommerce sales. Consider these tech and contact center trends in 2021. And they can tell. In April 2020, the average mobile user spent 4.3

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Integrity Solutions

JANUARY 6, 2021

With the stresses of the pandemic, uncertainty in the business environment, and pressures of working from home and juggling personal and professional lives, we’re all looking forward to a fresh start in 2021. Here are three steps that will help you retain and develop your sales talent in 2021 and beyond: 1. Coach for Sales Success.

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Coaching Sales Morale Personalization 77

Hodusoft

JUNE 17, 2021

Contact centers that emphasize coaching and training should look into systems with quality management modules or standalone quality management solutions. The post HoduCC Gartner Digital Markets May 2021 appeared first on HoduSoft. Businesses that only need on-demand recording should go with a PBX system. .

Marketing 98

Marketing Contact Center Telecommunications Call Center 98

CCNG

NOVEMBER 9, 2022

Integrate holistic coaching, intelligent workflows, gamification, performance-based compensation and other capabilities to engender teamwork, accountability and collaboration. A 2021 Gallup survey found that a mere 23% of U.S. Engage employees continuously via coaching, polls, surveys and informal check-ins.

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Gamification Customer Experience CCNG Employee engagement 195

Fonolo

NOVEMBER 24, 2020

Read the Full Industry Report Here: Contact Center Trends 2021. ” — Kate Nasser, The People Skills Coach ™ , Author of Leading Morale , Customer Service & Leadership Consultant. Read the Full Industry Report Here: Contact Center Trends 2021. We had to listen to that. The Crisis has Fostered a Sense of Empathy.

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Integrity Solutions

JUNE 24, 2024

Imagine having a sales team coach who sees the potential in you that you don’t even see in yourself—and then is committed to helping you help live up to that potential. Most leaders agree that the role of sales team coach play a key role in helping salespeople achieve their goals. What Does it Mean to Be a Sales Team Coach?

Coaching 66

Coaching Sales Surveys Banking 66

Outsource Consultants

FEBRUARY 22, 2021

Luckily, 2021 is projected to be a promising year for call centers , with agents performing at a high level. And it’s only gotten harder for supervisors to effectively coach their agents with the shift to remote work. Here are three “I”s that are essential for call center success in 2021.

Call Center 76

Call Center Gamification Coaching Morale 76

Uniphore

JUNE 16, 2021

How to Train and Onboard (Work From Home) Contact Center Agents in 2021. How do you shorten the learning curve in the contact center and retain more agents when 91% of agents are likely to quit in 2021? There’s a Better Way to Develop High-Performing Contact Center Agents In 2021. Did you know?

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Contact Center Call Center Scripts Coaching 81

SharpenCX

DECEMBER 16, 2020

Today, we’re talking through the three pillars you need to manage a healthy customer service team in 2021 and beyond. We talk about coaching. That’s because the best managers are great coaches. The recipe for managing a successful customer service team is one part manager to three parts coach (at least). dont @ me.).

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Management Customer Service Coaching Contact Center 76

Beyond Philosophy

JANUARY 5, 2021

We are looking at ringing in 2021 with pleasure. Furthermore, I believe in giving back with coaching for leaders that need an extra set of hands to manage the crises they face. How about you? Chances are you are ready to call this year last year, too. So, for better or worse, we shall do that for 2020 as well.

Consulting 221

Consulting Consulting Government Coaching 221

Tethr

AUGUST 26, 2021

Without further ado, let’s take a look at the Tethr product updates for August 2021: Dashboard sections. This is a great asset for coaches, managers, and leaders alike. This update is great for coaches looking to highlight areas of improvement or achievement. If you’re an organization fiend, this one’s for you. Now you can!

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Coaching Analytics Metrics Sales 70

Call Design

FEBRUARY 19, 2025

These tasks may range from scheduling one-on-one coaching sessions and personalised training modules to simply prompting agents to review the latest company updates. This targeted approach not only ensures that agents stay engaged, but also significantly reduces shrinkage costs by keeping staff actively involved in productive work.

Analytics 78

Analytics Coaching Technology Management 78

The Northridge Group

AUGUST 14, 2023

The Need for Better Training and Enhanced Experiences In 2021, overall contact center attrition reached 42% , and organizations with more than 5,000 associates had as much as 50% attrition. Additionally, contact centers must invest in streamlined and high-quality employee onboarding, continuous skill development, and coaching.

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Contact Center Coaching Morale contact center associations 120

Tethr

NOVEMBER 2, 2021

Welcome to the Tethr updates for October 2021! Let’s take a look at how it works in this breakdown of the Tethr October 2021 updates: What is heatmapping? Heatmapping for coaching opportunities. These are the latest Tethr updates for October 2021! Never fear! We’re on it. Want to fine-tune? appeared first on Tethr.

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Sales Coaching Contact Center Customer Experience 67

Fonolo

NOVEMBER 3, 2020

Keynote Speaker and Official Forbes Coach. The People Skills Coach ™ , Author of Leading Morale , Customer Service & Leadership Consultant. Younger generations are showing this as a primary driver for their decisions, so this trend will continue well into 2021.” Suddenly, customer insights became the golden ticket!”

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Contact Center Coaching Consulting Consulting 167

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

SharpenCX

SEPTEMBER 29, 2021

Direct the focus of your coaching, your 1:1 time, and your available resources to support agents where they struggle. Employee Training Templates for 1:1 Coaching & Performance Management. Coaching is essential for employee growth and development. How do you make coaching conversations more effective?

Contact Center 137

Contact Center Coaching Employee engagement Call Center 137

TechSee

JUNE 16, 2022

In addition, Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco. His Customer Service Foundations course was LinkedIn’s most-watched customer service course in the world in 2021! Follow on LinkedIn. Brian Cantor, Managing Director, Digital at Customer Management Practice. Follow on LinkedIn.

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Customer Service Chief Customer Officer Contact Center Consulting 251

Fonolo

OCTOBER 27, 2020

We’ll be diving into the future of contact centers and the path ahead for the CX industry in much more detail over the coming weeks, as part of our comprehensive Contact Center Trends 2021 Industry Report. Keynote Speaker and Official Forbes Coach. Kate Nasser , The People Skills Coach ™, Author, CX Expert & Leadership Coach.

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Contact Center Coaching call center association Call Center 147

Fonolo

DECEMBER 15, 2020

Contact Center Trends 2021. In 2021, leaders must continue to find better ways to manage and coach their distributed teams, which will require reliable, real-time analytics.”. The other big trend that will continue in 2021 is the rise of cloud contact centers to support remote agents. The State of the Contact Center 2020.

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Contact Center Engineering Cloud contact Technology 147

Totango

JULY 23, 2021

He needs a good catcher and good infielders and outfielders to support him, good batters to score points, and good coaches to make strategic play calls. In baseball, the success of the team starts with the right coach. Excellent athletes who work together on both offense and defense to win the game.

Chief Customer Officer 127

Chief Customer Officer Coaching Accountability Surveys 127

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

SharpenCX

AUGUST 4, 2021

I’m giving you 3 projects to refresh your customer service strategy today (plus tips to start them) to round out a better 2021. Project #1: Consistently Coach and Train your Agents. Implementing consistent coaching and training for your agents is an essential first step in giving your customer service strategy a jump start.

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Customer Service Coaching Contact Center Interactive Voice Response 128

COPC

MARCH 31, 2021

in conjunction with Executives in the Know, we learned key trends that businesses need to know for 2021, including: Companies were forced to fast-track strategic initiatives. In addition, the shift to WFH significantly impacted the way organizations recruited, hired, trained, and coached employees. Download the report now !

Benchmark 59

Benchmark Customer Experience Surveys Coaching 59

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. 2020 – 2021 Cloud-Based Contact Center Infrastructure Market Report.

Consulting 62

Consulting Consulting Contact Center Marketing 62

Fonolo

MAY 27, 2021

Discover the Six Crucial Contact Center Trends That Will Shape 2021. Call center managers sometimes rely too heavily on data to inform coaching and performance measures. This question helps you identify a need to perhaps have more team huddles or group coaching sessions. That’s why agent engagement surveys are so important.

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Call Center Surveys Coaching Best practices 136

TechSee

MARCH 7, 2023

A 5-time Chief Customer Officer and coach to over 20,000 leaders, her techniques are field-tested and proven. Dana Strong, Group Chief Executive Officer at Sky – Dana became the Group Chief Executive of Sky in 2021. She is known globally for transforming businesses.

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Chief Customer Officer Contact Center Telecommunications Finance 207

SharpenCX

APRIL 22, 2021

The good news: you can coach agents to effectively handle these situations and calm customers down. Coach agents to listen and resist the urge to be defensive. Coach agents to stop anger in its tracks. Read Next] 3 tactics to level-up your call center coaching with speech analytics.

Scripts 128

Scripts Coaching Call Center Accountability 128

Fonolo

JANUARY 14, 2021

Better training for agents and leaders will be a big contact center trend in 2021 and beyond. Offer a variety of sessions and materials that include roleplay, one-on-one coaching, and even quick tips and one-pagers. You can’t create an inclusive work environment if you don’t have leaders willing to emulate those ideals.

Contact Center 150

Contact Center Agent Empowerment Morale Coaching 150

JustCall

MARCH 31, 2021

Setting ablaze the first quarter of 2021 with interesting updates and awards worth accolades, there's a lot to share! Here's a quick brief of the latest news and product updates in 2021: 1. This has made call coaching for managers super easy. The post JustCall Updates for March 2021: Here's What's New!

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call center software Call Center APIs Coaching 52

Fonolo

APRIL 29, 2021

Here are some other call center roles you may consider hiring: Trainers/coaches. With that said, start your search with these three technologies: Top Contact Center Technology Trends in 2021. Your Guide to Call Center Outsourcing in 2021. Quality assurance. IT support. Business phone system.

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