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. 2) Then you must commit to addressing all issues that don’t meet your expectations. Prepare for Coaching Conversations.

Coaching 195

Coaching Accountability Feedback Personalization 195

CCNG

APRIL 26, 2023

Teammates are no longer localized in particular cities, but spread out nationally and globally, which results in virtual meetings regardless if co-workers have returned to the office. For example, team meetings are every Tuesday. Those who return to the office find pre-COVID environments a thing of the past.

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. Of course, we don’t always meet the people we are interacting with face-to-face. However, hold them accountable for their answers.

Consulting 419

Consulting Consulting Personalization Accountability 419

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

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 94

Coaching Sales Transportation Employee engagement 94

ShepHyken

DECEMBER 14, 2018

While useful, this often does not take into account the specific risks faced by an individual organization. Ted Bardusch, CISO at customer engagement hub Usermind highlights that a unified customer record is crucial to being able to meet the GDPR’s 72-hour customer breach notification rule. “To

Customer Experience 273

Customer Experience Government Coaching Customer retention 273

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. Contact centers are typically composed of individual teams tasked to meet common goals determined by the organization.

Contact Center 195

Contact Center CCNG Coaching Call Center 195

The Northridge Group

AUGUST 19, 2020

Let’s say you have a secure process in place, your wait times are acceptable, and you’re meeting many industry standards. Organizations that have transitioned from good to great stay away from solely coaching to the numbers and instead put more focus on improving behaviors. Clear coaching for continued development of staff.

Contact Center 145

Contact Center Coaching Call Center Wait times 145

Tethr

MAY 19, 2020

Building a coaching culture is a continuous and active process. Coaches must lead by example, provide timely feedback specific in language and tailored to the individual, while working to improve the agent’s ability to drive positive CX outcomes. Coaching is a lot more complicated than simply managing agent performance.

Coaching 90

Coaching Feedback Best practices Accountability 90

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

CCNG

OCTOBER 6, 2020

While working remotely, I have been in online meetings where people are missing because they failed to take time zone differences into account. I have attended 5:00 AM meetings during which leaders sheepishly admitted they forgot the time differences. Yep, I’m guilty of all these virtual leadership sins!

CCNG 195

CCNG outsourcing Surveys Coaching 195

Callminer

SEPTEMBER 23, 2020

Outbound call centers depend on skilled and well-trained agents as much as useful software to consistently meet business goals. Call centers that implement agent performance management solutions equip their agents with the ongoing coaching and training needed to perform at their best.

Best practices 182

Best practices Call Center Outbound sales Telemarketing 182

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

Beyond Philosophy

APRIL 15, 2019

We spoke with Marilyn Suttle, a conference speaker, and three-time best-selling author and coach, on a recent podcast. Define expectations and establish accountability. One CEO carries a three by four card that has their values printed on it, as a reminder when they are in meetings and making decisions.

Customer Service 287

Customer Service Airlines Best practices Consulting 287

CCNG

JULY 10, 2024

Introduction Contact Centers are transforming rapidly to meet the demands of a digital age. These tools offer post-call perks too, with personalized training modules and real-time feedback mechanisms that drive continuous improvement and accountability. But the benefits don’t stop there.

Contact Center 195

Contact Center Gamification Brand ambassadors CCNG 195

ShepHyken

SEPTEMBER 9, 2016

Meeting your clients’ needs and delivering stellar client service is what drives sales and generates revenue. Bachrach is known as The Accountability Coach™. She has 23 years of experience training and coaching. When you run a client centered business, you will run a business set up for success.

Coaching 0

Coaching Marketing Feedback Sales 0

Kapta Customer Success

NOVEMBER 7, 2022

You invest tons of time and energy preparing for your quarterly business review (QBR) , then internal meetings don’t support your goals. That’s because they often devolve into pipeline reviews instead of the collaborative, strategic planning, and communication sessions they’re intended to be.

Accountability 10

Accountability Coaching Management 10

Virtual Live Labs

SEPTEMBER 30, 2020

Leaders and employees noticed that the processes of engagement, like training and coaching, just didn’t work anymore. Yes, there are video conferencing platforms that engage employees for team meetings and coaching, but the brick-and-mortar feeling is gone. Employees have team meetings, round tables and coaching sessions.

Coaching 130

Coaching Contact Center Employee engagement Accountability 130

Virtual Live Labs

SEPTEMBER 30, 2020

Leaders and employees noticed that the processes of engagement, like training and coaching, just didn’t work anymore. Yes, there are video conferencing platforms that engage employees for team meetings and coaching, but the brick-and-mortar feeling is gone. Employees have team meetings, round tables and coaching sessions.

Coaching 130

Coaching Contact Center Employee engagement Accountability 130

ClientSuccess

OCTOBER 18, 2022

Managing customer accounts is no longer contained to spearheading implementation and being on call to help customers through issues. Here are four steps to ensure you and your CSM team nail your strategic customer meetings: Be prepared for anything. Before the meeting, provide an agenda to all participants to keep everyone on track.

Best practices 72

Best practices Upselling Coaching Accountability 72

SharpenCX

APRIL 29, 2020

To meet the sky-high expectations of today’s customers, agents need to be engaged at work. Apply the increase to your peak season in 2020, and you can forecast at least 2500 interactions per day (without accounting for any other business changes). Build in time for agent coaching. Coaching builds confidence in your agents.

Coaching 76

Coaching Management Contact Center Morale 76

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 126

Chief Customer Officer Coaching Accountability Surveys 126

Calabrio

MAY 3, 2021

Leadership has certainly had its challenges this past year—as face-to-face meetings have been replaced with virtual interactions and team camaraderie turned into sending emojis over chat. 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.

Contact Center 105

Contact Center Coaching Surveys Accountability 105

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

Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. Meet Our Panel of Call Center Managers & Business Leaders: Adeel Shabir.

Call Center 182

Call Center Management Scripts Coaching 182

Integrity Solutions

JULY 20, 2021

In many ways, building sales confidence is about expanding belief boundaries, addressing some underlying perceptions and providing the type of sales training and coaching that maximizes strengths, encourages risk taking and helps your customers think differently. Confident salespeople believe in themselves. Focus on Maximizing Strengths.

Sales 119

Sales Coaching B2B Personalization 119

Callminer

JULY 23, 2019

Lack of Confidence: Some managers are great at meeting metrics and making schedules. Others are from training and leadership professionals, experts in the area of training and coaching employees. When needed, provide additional targeted coaching that addresses the agent’s specific needs, and reinforce what they are doing right.”

Best practices 140

Best practices Feedback Call Center Coaching 140

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. Commit to going the extra mile.

Scripts 128

Scripts Coaching Call Center Accountability 128

CX Accelerator

AUGUST 1, 2018

Hold a monthly book club meeting with a relevant resource and give different employees the chance to facilitate - Nate Ensure that you not only have an Employee Assistance Program but that your people know about it and have easy access to it. Conduct your one-on-one meetings in the form of a wellness walk. Sorry, shameless plug!

Contact Center 182

Contact Center Healthcare Coaching Education 182

JustCall

NOVEMBER 24, 2022

Soon after the SDRs or Sales Development Reps have done their job, AEs or Account Executives are sales professionals who are the first ones to interact with prospects. Account Executives, often called Sales Managers, are responsible for closing company sales and are directly responsible for generating revenue for your business.

Accountability 52

Accountability Calibration Sales B2B 52

Customer Service Life

DECEMBER 27, 2018

Meet Caylin White, Sales, Marketing, and Account Representative in Atlanta, Georgia for VIPdesk Connect. But if we’re not mindful, this way of life can cause our overall well-being to fall off track. She’s sharing her self-care wins & struggles while working remote in this episode of AvoCAREdo. More about Caylin White.

Coaching 98

Coaching Education Accountability Sales 98

TeamSupport

APRIL 13, 2020

That’s what Mike Caracalas , leadership coach, executive consultant, and author of Ten Strategies to Get Better Results with People advises. TeamSupport: Thinking back to pre-pandemic, how would you coach individuals about leading support people effectively while meeting the demands of the organization? He’s right.

Coaching 95

Coaching Accountability Consulting Consulting 95

Steve DiGioia

DECEMBER 5, 2016

Having worked in a very large organization earlier in my career, it’s all too easy to spend your day in one meeting after another. From hiring, training, communication, recognition, accountability, and all of the other cultural factors, Disney employees (cast members) clearly know what is expected of them. Joseph Michelli, Ph.D.,

Customer centricity 264

Customer centricity Consulting Consulting Metrics 264

Integrity Solutions

JANUARY 7, 2020

The question is, will the sales culture you have today help you meet your goals going forward? But there are two other, equally consequential conversations salespeople have: with themselves and with their coaches. Finally, and just as critical, is the coaching discussion. By Mike Esterday. Those are important.

Sales 86

Sales Coaching Management Personalization 86

Call Center Weekly

JULY 18, 2017

Managing Out of Fear If you have a good employee who is performing well, and meeting their requirements, you are doing well. You can show your employees you trust them, and still hold them accountable for their production. Setting goals, assigning projects, and checking progress keeps your employees accountable.

Morale 120

Morale Employee engagement outsourcing Coaching 120

Upstream Works

SEPTEMBER 1, 2020

Invest in More Training and Coaching Opportunities. This is where coaching and training opportunities become important. Once contact centers are aware of agents’ needs, they can take them into account when deciding on new workplace strategies and policies.

Contact Center 148

Contact Center Benchmark contact center solutions Coaching 148

SharpenCX

APRIL 15, 2020

This week, my company is hosting our first fully-virtual quarterly meeting and sales training. Download Now: Learn 29 tactics and facts to coach your agents – no matter the circumstances. If playing the role of substitute teacher comes before making it to the team meeting exactly at 9 a.m., Team Accountability Meetings.

Time management 106

Time management Call Center Management Coaching 106