CSM Magazine

MARCH 27, 2025

Use call recordings and performance reviews to identify areas where team members need additional coaching. This can involve training on more complex scenarios or providing better tools to access customer account details during calls. into a single interface.

Contact Center 52

Contact Center Interactive Voice Response Average Handle Time Wait times 52

Quality Contact Solutions

DECEMBER 16, 2020

By Nathan Teahon, Strategic Account Manager. In fact, that very phrase made the number one spot in the Entrepreneur Magazine “ Top 5 Counterproductive Questions to Never Ask on a Cold Call ”. Nathan Teahon is a Strategic Account Manager for Quality Contact Solutions. ?Nathan No, it doesn’t. It has the opposite effect.

Telemarketing 97

Telemarketing Scripts B2B Call Center 97

Callminer

SEPTEMBER 5, 2017

But when the whole month has a lot of calls which were of all different types, the quality report – which can identify potential gaps and required agent coaching or training – may be delayed by many days. In the mean time, she also loves writing articles in various inspiring categories for popular websites, forums, and e-magazines.

Call Center 140

Call Center call center software outsourcing Coaching 140

Mindtouch

APRIL 17, 2017

We evaluated thousands of members within the Customer Success community and created a measurement that took into account a wide range of metrics including internet presence, influence, authorship, individual contributions, community engagement and participation. Alex Konrad , Forbes Magazine, Staff Writer, @alexrkonrad, LinkedIn.

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91

Amity

OCTOBER 31, 2016

Almost immediately, we started to scale the team to enable us to be more proactive to ensure we were able to do all the things that Customer Success does best: onboarding, coaching, renewals, upsell, support, and services. We made the decision to split the team into onboarding, coaching, support, and eventually, to add a services component.

Coaching 0

Coaching Upselling Engineering Marketing 0

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. A Renaissance Golf Resort, MI, recognized as one of the World’s Best Hotels by Travel+Leisure magazine. You can find those stories here.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

CSM Magazine

APRIL 24, 2025

Moreover, it provides users with the ability to set appointments through their email interface and assists in dealing with invoices alongside payment recordkeeping which replaces the need for personal accounting support. Arbox The fitness and wellness service providers represent the main target audience for which Arbox was developed.

Management 52

Management CRM Healthcare Analytics 52

Amity

JANUARY 11, 2018

We have a Product Coach Team, a Tier 2 Support Team, and a Support Team. Then, we noticed that product coaching impacted our abandon rate greatly. We decided to dedicate 2 people to full-time product coaching. Our customers now hold us more accountable than ever, so we get more feature requests and more feedback on the product.

Abandon rate 94

Abandon rate Coaching Feedback Metrics 94

CSM Magazine

AUGUST 15, 2022

With the pendulum swinging back to the human-led conversation, AI is increasingly top of mind for employees, trainers, and coaches to improve training effectiveness and certify employees to deliver superior customer conversations and experiences. The pendulum is finally swinging back from hyper-automation to human-led conversation.”.

Customer Service 93

Customer Service Coaching Best practices Contact Center 93

Callminer

MARCH 6, 2020

promotional products distributor located in Chicago, IL, which was recently ranked by Print+Promo Magazine as the 13th largest distributor of promotional products in the US. The right candidate will offer a mature, authentic, and reflective account of what occurred. Be wary of self-praising, ego-centric responses.

Management 207

Management Customer Service Consulting Consulting 207

CSM Magazine

JUNE 10, 2021

This starts by hiring people who value the story, while reinforcing it in induction training, coaching sessions and morning team huddles. 3) Create accountability for key contact drivers. By building better relationships with other departments, the contact centre can begin to make them more accountable for the contacts that they drive.

Gamification 105

Gamification Brand ambassadors Analytics Enterprise 105

Integrity Solutions

MAY 26, 2022

With the onset of the pandemic, remote work and disruption put a strain on controls, training and in-person management and coaching. This is a critical component of what we have always believed strong coaching and sales leadership cultures must include. Of course, 2020 was a significant and uniquely challenging year for many reasons.

Sales 52

Sales Morale Coaching Surveys 52

Cincom

MARCH 6, 2020

Extending the Pareto Principle to the real world, 20 percent of your products would account for 80 percent of your profits, and 20 percent of your sales force would drive 80 percent of your sales. Neil Patel, writing for Entrepreneur Magazine cautions us, “As pervasive as the Pareto Principle may seem, however, it’s not a magic trick.

Management 66

Management CRM Sales Metrics 66

Callminer

MARCH 6, 2020

promotional products distributor located in Chicago, IL, which was recently ranked by Print+Promo Magazine as the 13th largest distributor of promotional products in the US. The right candidate will offer a mature, authentic, and reflective account of what occurred. Be wary of self-praising, ego-centric responses.

Management 182

Management Customer Service Consulting Consulting 182

CSM Magazine

JULY 3, 2017

Your agents want: coaching that actually improves their performance. Firstly, goal-setting as well as development and management plans can be easily customized for each individual employee, taking into account their unique needs. Frontline agents will probably also appreciate all the coaching feedback PMS provides.).

Customer Service 44

Customer Service Coaching Gamification Sales 44

Education Services Group

OCTOBER 25, 2022

Chris Hicken (CH): The way that I would coach CS people to talk to their CFOs is to start by looking at the unit economics of the business. The CS leader or Account Management leader needs to figure out the language to speak with this person to get what they’re looking for. There’s so many positive dynamics to that.

Marketing 52

Marketing Sales Customer centricity Coaching 52

CSM Magazine

JULY 3, 2017

So, if you’re in accounting, remember that your customer is not your boss who wants the reports on time. Companies usually don’t set up challenging processes on purpose – they just don’t realize their processes are creating stumbling blocks if no one tells them. Otherwise, customer expectations are violated. About the Author.

Customer Service 78

Customer Service Airlines Coaching Benchmark 78

CSM Magazine

MAY 17, 2021

Why invest in coaching agents? CSAT (customer satisfaction) and CLV (customer lifetime value) are important metrics for contact centers, and directly correlate to investment in agent coaching. Coaching agents to perform better therefore has a knock-on effect to reducing customer effort, and that improves their overall experience.

Customer Experience 59

Customer Experience Coaching Contact Center Average Handle Time 59

Quality Contact Solutions

DECEMBER 16, 2020

By Nathan Teahon, Strategic Account Manager. In fact, that very phrase made the number one spot in the Entrepreneur Magazine “ Top 5 Counterproductive Questions to Never Ask on a Cold Call ”. Nathan Teahon is a Strategic Account Manager for Quality Contact Solutions. ?Nathan No, it doesn’t. It has the opposite effect.

Telemarketing 52

Telemarketing Scripts B2B Call Center 52

CSM Magazine

JANUARY 4, 2022

My friend, Steve, is an accountant and recently left his job after just 45 days. Coach them. Become a coach, a nurturer. Just as athletic coaches must bring team members together to perform at their highest levels, you must bring your employees together and get them to work as a team to achieve the goals you have set for them.

Coaching 59

Coaching Customer Service Accountability Feedback 59

CSM Magazine

DECEMBER 5, 2017

Both of those groups learn, absorb information and get motived differently, so incorporating gamification into recruitment, training and coaching will continue to become more and more important. Customers expect a higher level of accountability and companies need to prepare their staff to be able to manage these situations effectively.

Customer Service 80

Customer Service Gamification Self service CRM 80

CallSource Insights

JULY 1, 2019

With human-analyzed lead scoring, appointment confirmation, and employee performance overviews, as well as real call coaches and a reputation management system that responds to reviews for you, CallSource aims to help our clients improve in all aspects of their business. Increasing Conversion Rates Through Call Coaching.

Advertising 40

Advertising Coaching Analytics Marketing 40

Enghouse Interactive

OCTOBER 19, 2020

Optional: Interestingly this capability – an element of voice-biometrics – can also be used as an additional level of customer account security, helping to identify if a customer is being forced to place some type of sensitive transaction or if they truly are who they say they are. It’s all in the approach and how the data is analyzed.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

CSM Magazine

AUGUST 4, 2021

What if the digital leader had a quick and easy way to share these insights with her colleagues in branches and the contact center to better empower branch employees, coach agents on this topic, and improve customer experiences? Are they more or less likely to open a new account? But how is she making customers feel?

Banking 52

Banking Customer Experience Customer Service Contact Center 52

CSM Magazine

AUGUST 10, 2023

Nugent has experience implementing agile marketing strategies, launching programmatic and account-based marketing (ABM), and driving market presence with a customer-centric approach. During her time at Khoros, Nugent played a pivotal role in the successful merger of Spredfast and Lithium, rebranding the unified company as Khoros.

Marketing 52

Marketing SaaS Customer centricity Coaching 52

CSM Magazine

MARCH 6, 2024

Fostering a Culture of Accountability People tend to bring a sense of responsibility when they know their productivity is being monitored. It’s like having a personal coach who’s always there to gently guide you toward becoming better at what you do. Employees are more likely to stay focused and put their best foot forward.

industry standards 52

industry standards Benchmark Coaching Accountability 52

CSM Magazine

DECEMBER 12, 2019

All you have to do is download a forex demo account and start making transactions. A demo account works with virtual money, not a real budget, so you are safe from losing anything. Trading software allows you to make quick decisions and build medium and long-term strategies with no risks. Gamification in the Decision-Making Process.

Gamification 52

Gamification Construction Accountability Coaching 52

ChurnZero

MARCH 27, 2020

” As New York Magazine shares , during a postmortem, a Microsoft employee attributed Clippy’s fatal flaw to being “optimized for first use”—only taking into account novice Microsoft users. Example: Show the “Super Admin” WalkThrough for users who are “Admin” users at “Enterprise” accounts that have been “Onboarded.”.

Education 52

Education Upselling Personalization Finance 52

CSM Magazine

APRIL 26, 2019

If companies do not take that into account, they risk losing their customers. The Customer Experience Coach is the company’s master unifier. It’s important that all the company’s departments work to achieve the same set of goals and a coach that works across silos will provide the most value. Customers’ needs change over time.

Customer Experience 40

Customer Experience Coaching Feedback Accountability 40

CSM Magazine

APRIL 13, 2022

[ii] Just how do those running the show (aka the operations of the contact centre) juggle agent schedules and skills throughout the day while planning for future recruitment, coaching and training, as cost-effectively as possible? The goal was to eliminate putting calls on hold. increase in customer satisfaction.

Analytics 59

Analytics Coaching Best practices Technology 59

CSM Magazine

JULY 20, 2023

Balancing Autonomy and Accountability Finding the right balance between autonomy and accountability is crucial in a hybrid work environment. Organizations must establish guidelines and expectations that promote autonomy while ensuring accountability.

Accountability 40

Accountability Coaching Best practices Feedback 40

CSM Magazine

OCTOBER 28, 2019

Courageous leaders create a culture of accountability. With courage, more people can hold each other accountable, despite their position or rank in their organization because they’re not afraid to stand up to others or call each other out. But the more real and authentic a leader can be, the more trust they can build with others.

Morale 40

Morale Customer centricity Coaching Consulting 40

CSM Magazine

DECEMBER 14, 2017

The full list of finalists is: ACCA (Association of Chartered Certified Accountants) – How changes in how we work together can make a huge impact for our customers. Sky UK – The power of Speech Analytics to lift coaching performance and customer service. Homeserve – Putting the customer first, by engaging our people.

Best practices 40

Best practices Banking Coaching Employee engagement 40

CSM Magazine

OCTOBER 25, 2022

Ryan and I are further developing an environment that supports accountability. We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management, and personalized coaching. Ryan Toben, SVP of customer success and sales operations.

SaaS 40

SaaS Cloud contact Customer centricity Contact Center 40

CSM Magazine

MAY 8, 2024

Of course, cost is a critical concern in the contact center, where labor costs account for up to 70% of total costs.

Customer Service 52

Customer Service Contact Center outsourcing Coaching 52

CSM Magazine

APRIL 23, 2021

The statement describes an outcome, and the company’s newest services—like banking accounts designed for people who live, work and travel all around the world—tightly align to that outcome. But the brand’s mission statement, “Money without borders”, has acted as a powerful North Star for its recent expansion into new services.

Entertainment 52

Entertainment APIs Banking Customer centricity 52

CSM Magazine

FEBRUARY 18, 2016

The more you coach them into reaching their full potential, the more they will feel valued and respected. As an employer, you are accountable for creating a culture of development and continued growth. Investing in each one of your employees has a progressive return on investment.

Customer Service 40

Customer Service Coaching Engineering Accountability 40