Integrity Solutions

AUGUST 13, 2021

Great sales team coaching takes specific knowledge and functional expertise to build a successful team. By adding Emotional and Social Intelligence to the coaching model, sales team coaches can discover amazing success. And this is particularly applicable when we’re talking about the effectiveness of team coaches.

Coaching 107

Coaching Sales Construction Accountability 107

CX Accelerator

DECEMBER 31, 2018

The specific challenge was as follows: How can we as leaders develop a healthy blend of compassion, flexibility, and empathy, while fostering the right amount of individual accountability inside of our teams? From Jeremy Hyde: How do your leaders calibrate on what they “coach” on and how/when they approach it?

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

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

Integrity Solutions

JULY 7, 2022

Sales coaches can develop the game plan and provide guidance and encouragement, but the team has to make the plays and sharpen their own skills and abilities. In sports, great coaches are nothing without their players, and even the best team will struggle without its leader. Effective Sales Coaching: It Takes Two.

Coaching 18

Coaching Sales Personalization Accountability 18

Beyond Philosophy

OCTOBER 3, 2014

He believes that his job is to direct, lead, coach, drive the breakdown truck and then coach again. Running it your way is a short sighted approach, however, because it doesn’t take into account what the Customer wants. He has supported it with his actions.

Coaching 385

Coaching Consulting Consulting Customer Experience 385

Integrity Solutions

JUNE 13, 2023

It would follow, then, that increasing coaching effectiveness is one (major) tool in the toolbox to help solve these problems. Employee engagement is very much emotional, and it’s managers and the coaching culture they create that can make or break those emotional ties. Why does a coaching culture matter?

Coaching 87

Coaching Employee engagement Sales Management 87

Toister Performance Solutions

NOVEMBER 17, 2022

Accountability is difficult. For a few managers, accountability discussions feel like the first step towards inevitably losing an employee. A LinkedIn post asked managers to share what they find most difficult about holding customer service employees accountable. What is employee accountability? It's hard.

Accountability 97

Accountability Customer Service Coaching Best practices 97

ShepHyken

JULY 30, 2021

As a CMA and CMA coach,?Nathan?mentors mentors accounting and finance professionals in over 80 countries to earn their CMA certification in as little as 8 months. Also, get certified or take an online course that will enable you to start offering a whole new service your clients need. is the founder of CMA Exam Academy.

Finance 395

Finance Enterprise Coaching Consulting 395

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

Myra Golden Media

JANUARY 1, 2019

Are you coaching and holding employees accountable? If you want to see change, you have to set expectations, have coaching conversations, and be willing to deal out consequences. 3) You have to prepare in advance for coaching conversations, so you’re focused and confident. Prepare for Coaching Conversations.

Coaching 195

Coaching Accountability Feedback Personalization 195

Beyond Philosophy

APRIL 5, 2019

In this episode of The Intuitive Customer podcast, we spoke with three-time best-selling author, coach, and conference speaker Marilyn Suttle. Once you have an agreement, you then must establish standards that show you are achieving success and accountability measures to ensure you hit them.

Coaching 281

Coaching Employee engagement Best practices Consulting 281

ShepHyken

JANUARY 15, 2024

Extreme accountability is seeing beyond the current circumstances and committing no matter what. Accountability isn’t about assigning blame. Instead of holding others accountable with blaming questions, invite accountability by asking employees questions to reveal the choices that were made and their consequences.

Accountability 213

Accountability Coaching Best practices Customer Service 213

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

Beyond Philosophy

MAY 14, 2020

As a specialist in applying the science of influence and persuasion in sales, leadership, and coaching, Ahearn spoke to us about the six fundamental principles on how to influence people. Ahearn says that’s why we turn to a CPA to do our accounting or hire an attorney for legal support. 3: The Principle of Authority.

Consulting 419

Consulting Consulting Personalization Accountability 419

CCNG

SEPTEMBER 17, 2020

The People area includes things such as how your hire your team members, train them, and coach them. This includes holding employees accountable for treating customers with care as a well as getting out of their office to visit customers and understand how they use your products or services.

CCNG 195

CCNG Coaching CRM Accountability 195

Beyond Philosophy

JULY 14, 2022

I’ve coached team members to let their humor come out in business. So as we go through these four theories of humor, let’s consider how we can apply these concepts to business, whether through the contact center, account management, or marketing. . There are also a bunch of documented health benefits of laughter.

Coaching 413

Coaching Consulting Consulting Personalization 413

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

Vistio

FEBRUARY 24, 2025

Generic coaching, delayed reviews, or feedback that lacks actionable steps often gets lost in the daily rush of customer interactions. This happens for a few key reasons: Lack of Personalization: A one-size-fits-all approach doesnt account for individual agent strengths, weaknesses, and learning styles.

Feedback 52

Feedback Coaching Contact Center Personalization 52

ShepHyken

DECEMBER 14, 2018

While useful, this often does not take into account the specific risks faced by an individual organization. The majority of CX practitioners in our research believe their organizations take a sensible approach towards training, ensuring that all employees receive regular information security coaching.

Customer Experience 268

Customer Experience Government Coaching Customer retention 268

CCNG

APRIL 19, 2023

They are a careless and lackluster team with a sarcastic coach who grows frustrated with the responsibility to produce a respectable team. It should not be, and will not be, a quick fix to move challenging employees to another team because that supervisor may have solid coaching or interpersonal skills.

Contact Center 195

Contact Center CCNG Coaching Call Center 195

CCNG

NOVEMBER 9, 2022

Integrate holistic coaching, intelligent workflows, gamification, performance-based compensation and other capabilities to engender teamwork, accountability and collaboration. Create an environment of trust, transparency and accountability. Engage employees continuously via coaching, polls, surveys and informal check-ins.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

The Northridge Group

AUGUST 19, 2020

Organizations that have transitioned from good to great stay away from solely coaching to the numbers and instead put more focus on improving behaviors. The key here for companies moving from good to great is accountability. The leaders in the company must be accountable to each other to craft a mission and vision.

Contact Center 145

Contact Center Coaching Call Center First call resolution 145

Steve DiGioia

SEPTEMBER 12, 2016

They guide you through your actions, coach you when you stumble and give praise when rewards are due. Clear, well defined expectations and a willingness to hold others accountable must be the guide we follow. You must come in when expected, you follow this set of guidelines and you do what’s needed and required.

Management 214

Management Scripts Coaching Accountability 214

Callminer

SEPTEMBER 23, 2020

Call centers that implement agent performance management solutions equip their agents with the ongoing coaching and training needed to perform at their best. Leverage speech analytics software for ongoing training and coaching. Unite marketing with sales through an account-based marketing approach for high-quality leads.

Best practices 182

Best practices Call Center Outbound sales Telemarketing 182

CX Global Media

JULY 17, 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 Jamie McDougall of DailyPay. And so, this helps them reach their financial goals because they can make bills on time and not over draft on their bank account. Click to Tweet .

Contact Center 189

Contact Center Coaching Banking Call Center 189

Steve DiGioia

JUNE 26, 2023

Hold Your Team Accountable When mistakes happen, don’t discount them. Hold your team accountable for their mistakes. If needed, retrain, coach, or give additional support. Celebrate Your Employees Including your employees in all promotions and marketing efforts. Let them be the “face of your business”.

Customer centricity 195

Customer centricity Coaching Metrics Accountability 195

ShepHyken

FEBRUARY 9, 2018

– the answers to this question can reveal operational issues, such as a lengthy procedure for setting up new accounts or order processing problems within your company. What is working and what isn’t? What do you need from me to make the next week better than the last?

Customer Service 399

Customer Service Morale Sales Coaching 399

CCNG

JULY 10, 2024

These tools offer post-call perks too, with personalized training modules and real-time feedback mechanisms that drive continuous improvement and accountability. Supervisor Copilot: Empowered Coaching In today’s dynamic contact center landscape, Supervisor Copilot tools emerge as invaluable allies for team leaders.

Contact Center 195

Contact Center Gamification Brand ambassadors CCNG 195

ShepHyken

SEPTEMBER 9, 2016

Bachrach is known as The Accountability Coach™. She has 23 years of experience training and coaching. Continue to be open to making changes that can enhance being client-centered and you will improve the opportunity to be successful. When you run a client centered business, you will run a business set up for success.

Coaching 0

Coaching Marketing Feedback Sales 0

CCNG

APRIL 20, 2022

For example, a digitized agent coaching system enables team leaders to document their support interactions with agents and simultaneously capture key metrics about every touchpoint relevant to their routine. In the digitized coaching scenario, agents can rate the value of support delivered by their supervisors in real time.

Customer Experience 195

Customer Experience CCNG Gamification Analytics 195

Call Design

JANUARY 21, 2021

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. Most of your customers will be on social media, and a lot of them are probably following your accounts. Social Media.

Upselling 167

Upselling Coaching Consulting Consulting 167

Callminer

JULY 30, 2018

Discounts offered to new customers are not automatically applied to your account (39%). 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. There is no reward for contract renewal i.e. no reward for loyalty (45%).

Coaching 174

Coaching Best practices Analytics Surveys 174

Balto

SEPTEMBER 12, 2024

Coaching sales teams to excel on calls often requires significant time and resources, plus a fair share of trial and error. To ease this burden, we’ve compiled five of our top coaching strategies for conducting effective sales calls. Personalize sales training and goals A one-size-fits-all approach to sales coaching rarely works.

Coaching 52

Coaching Sales Gamification Call flow 52

Calabrio

MARCH 25, 2025

This is where modern contact centers are turning to cutting-edge solutions, including AI, to deliver real-time performance tracking and more actionable coaching. Why it matters: CSAT directly reflects customer perception of service quality, providing valuable insights for agent coaching and process improvements.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

The Northridge Group

JANUARY 9, 2020

Unfortunately, this approach fails to take into account that you cannot change behavior by measuring anything other than behavior. Creating a very clear expectation of what good, better, and great are allows you to set the standard for agent behavior and be able to measure it effectively in order to provide actionable coaching feedback.

Customer Experience 131

Customer Experience Coaching First call resolution Metrics 131

Steve DiGioia

SEPTEMBER 16, 2016

We base our surveys on trigger events so we can drill right down into what areas we’re doing well and what areas need work, so that we can improve those processes and coach our people to achieve better outcomes. BF : Yes, we constantly survey both our owners and tenants. We view feedback as a gift so it’s really important to close the loop.

Real estate 257

Real estate Customer Experience Journey mapping Employee engagement 257

Integrity Solutions

SEPTEMBER 2, 2022

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. In our study of sales coaching practices, for example, 76% of respondents said coaching is important to sales success. At least, it shouldn’t be.

Management 114

Management Coaching Employee engagement Surveys 114