Beyond Philosophy

JANUARY 28, 2015

I tried to coach her on saying no in a positive way, but she couldn’t adjust her ways. Personally, I value people who challenge me in a positive way… this means not just saying “Yes!” I had to fire a person whose default was “Yes!” Because she just said yes to everyone and then didn’t deliver on these. Indiscriminately default to “No!”

Customer emotions 366

Customer emotions Customer centricity Consulting Consulting 366

AWS Machine Learning

SEPTEMBER 13, 2023

A traditional approach might be to use word counting or other basic analysis to parse documents, but with the power of Amazon AI and machine learning (ML) tools, we can gather deeper understanding of the content. We verify the data and extract specific formatted data tables using Amazon Athena for a QuickSight analysis using a word cloud.

Coaching 129

Coaching Accountability Enterprise Management 129

3CLogic

DECEMBER 17, 2024

Investments in EX, including AI Coaching, real-time feedback, etc., AI Coaching empowers agents with in-the-moment feedback, encouraging and discouraging behaviors as they happen. Sentiment analysis of 100% of calls offers better performance insights and tailored training to quickly upskill employees.

Contact Center 98

Contact Center Self service Coaching Benchmark 98

Expivia

MAY 15, 2021

Call center coaching is just like coaching a little league team. A talented kid will master swinging the bat on their own, but a coach can help them perfect the move. However, they need that extra coaching to truly become incredible agents. However, they need that extra coaching to truly become incredible agents.

Coaching 98

Coaching Call Center Average Handle Time Feedback 98

COPC

SEPTEMBER 21, 2023

Let’s start with a topic that often comes up on my assignments – coaching customer satisfaction (CSAT). It is also the most common coaching example I get when I ask to see how supervisors coach their team. So, why do we care, or what does this have to do with coaching CSAT?

Coaching 87

Coaching Contact Center Surveys Metrics 87

Playvox

OCTOBER 20, 2023

Despite its challenges, it’s critical that contact centers conduct customer sentiment analysis to gain a deeper understanding and meaningful insights into how their brand, products, and service delivery are perceived. What is Customer Sentiment Analysis?

Contact Center 82

Contact Center Coaching Feedback Surveys 82

Calabrio

APRIL 24, 2025

QA specialists spend hours on repetitive tasks, diverting resources that could be used for higher-value activities like strategic analysis and targeted coaching. AI-Powered Analysis: This is where the core automation happens. Scores are generated consistently and objectively based on the analysis.

Quality management 52

Quality management Customer Experience Management Coaching 52

Calabrio

APRIL 23, 2025

By converting raw, unorganized customer interactions into structured, searchable data, Conversation Intelligence empowers deeper analysis and faster action to help contact centers listen more intelligently, act more purposefully, and improve more rapidly. Support supervisors and managers with actionable data to coach and guide teams.

Contact Center 52

Contact Center Coaching Engineering Analytics 52

Calabrio

APRIL 23, 2025

One tool that speaks to the needs of coaches, analysts, and contact center leaders alike. With this added context, evaluators can flag anomalies and managers can coach in the moment, rather than weeks or even months later. This AI-driven transformation means that sentiment analysis isnt static or limited by pre-set rules.

Contact Center 52

Contact Center Coaching Schedule adherence Agent burnout 52

Beyond Philosophy

APRIL 20, 2016

I only suggest that they take their analysis to the next level with the NEV. Of course, I realize this is a very simplified version of a real world process that would require research and data analysis. Maybe Woody Allen Was Right — 80% of Success Is Just Showing Up ” — Whitney Johnson , thinker, author, speaker, advisor, coach. “

Customer emotions 282

Customer emotions Metrics Consulting Consulting 282

Callminer

AUGUST 1, 2017

Make onboarding & ongoing coaching as stellar as possible. James Pollard is a marketing consultant who works specifically with financial advisors over at The Advisor Coach. If someone is making a mistake for two months waiting for his/her quarterly coaching session, thousands of dollars can be lost. James Pollard.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

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. At times these moves can be done abruptly, resulting in little analysis of current team structures and impact. This approach will allow supervisors to effectively and efficiently manage their teams.

Contact Center 195

Contact Center CCNG Coaching Call Center 195

Balto

JANUARY 6, 2025

Insightful Data-Driven Reports: Track long-term quality trends and assess coaching effectiveness through comprehensive reports. Zoho Desk Zoho Desk is a cloud-based QA platform that enables call centers to manage customer support tickets, customer satisfaction analysis tools, and advanced agent scoring techniques.

Call Center 52

Call Center Coaching Surveys Contact Center 52

Callminer

JULY 30, 2018

By providing agents access to post-call analysis it will be possible to identify best practice and reinforce positive behaviour. Real-time acoustic analysis can also identify when a call is deteriorating and prompt the agent to adjust their tone in time to rescue the call and deliver a better customer experience.

Coaching 174

Coaching Best practices Analytics Surveys 174

CCNG

OCTOBER 12, 2022

If a leader is good at coaching, let them do the coaching piece of leadership on their team. Perhaps the leader that is doing the analysis might be able to handle more teams. This is also a good way for these combo team leaders to help mentor and coach their counterparts.

Coaching 195

Coaching CCNG Employee engagement Best practices 195

Call Design

FEBRUARY 19, 2025

Often responsibilities such as coaching, performance development and strategic initiatives are sidelined by administrative tasks. The Importance of Coaching in Contact Centres Effective coaching is essential for any teams growth and success. Traditional scheduling methods are time consuming and error prone.

Coaching 60

Coaching Average Handle Time Analytics Feedback 60

TechSee

FEBRUARY 19, 2025

Jeff, a contract technician, uses Sophie AI’s Agent Assist as an expert coach and advisor. A two-story ladder is required as the WiFi camera is installed along the roofline. These insights improve dispatch efficacy and reduce secondary truck rolls.

Consulting 109

Consulting Consulting CRM Upselling 109

TeleDirect

FEBRUARY 3, 2025

Provide regular feedback and coaching to improve skills. A: AI helps automate routine inquiries, optimize call routing, and provide sentiment analysis, improving response times and service quality. A: Through continuous training, real-time coaching, and feedback mechanisms to keep agents motivated and skilled.

Call Center 62

Call Center Customer Service First call resolution outsourcing 62

BlueOcean

MARCH 11, 2025

This comprehensive analysis goes beyond traditional quality monitoring and provides deeper insights into customer sentiment, behavior patterns, and emerging trends. To do that effectively, you need to monitor sentiment analysis results, refining the syntax to better reflect the brand voice and respond to customer interactions.

Customer Experience 62

Customer Experience Calibration Average Handle Time Metrics 62

Calabrio

MARCH 31, 2025

Generative AI, or GenAI for short , represents a significant leap forward in artificial intelligence, moving beyond simple data analysis to an ability to channel analysis into creativity. Deeper Speech Analytics and Sentiment Analysis Go beyond basic sentiment.

Contact Center 52

Contact Center Customer Service Virtual Agent Self service 52

OctopusTech

JANUARY 20, 2025

Performance metrics analysis: This involves tracking and benchmarking key performance indicators (KPIs) such as customer satisfaction, average handle time, first-call resolution, and call compliance adherence as indicated on QA scorecards and dashboards. This is coupled with ongoing training and coaching sessions for sustainable improvements.

Call Center 62

Call Center Scripts Benchmark Average Handle Time 62

NobelBiz

FEBRUARY 25, 2025

Flag policy violations Identify coaching opportunities based on AI-driven insights. Some of its key capabilities include: Sentiment Analysis: Detects frustration, satisfaction, or confusion based on tone and language. Conversation Flow Analysis: Recognizes deviations from effective communication structures.

Quality management 52

Quality management Call Center Management Coaching 52

Calabrio

APRIL 11, 2025

This nesting phase can include supervisors, evaluators, or dedicated coaches providing immediate feedback, guidance, and support to reinforce learning and help build confidence. However, according to our recent research, 59% of organizations fail to provide ongoing coaching and support to help agents navigate AI-driven workflows.)

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

Calabrio

MARCH 5, 2025

Effective call quality monitoring solutions and the contact center quality management programs they support provide valuable insights that drive agent coaching, process optimization, and ultimately, increased customer satisfaction and loyalty. Why is call quality monitoring so important in the contact center?

Best practices 52

Best practices Coaching Scripts Contact Center 52

Calabrio

APRIL 24, 2025

This identifies coaching opportunities and ensures compliance adherence far more comprehensively than manual methods. Benefits: Dramatically increases QA efficiency and coverage, eliminates human scoring bias, enables faster agent feedback loops, allows QA teams to focus on strategic coaching, and reduces compliance risk.

Contact Center 52

Contact Center Customer Experience Coaching Self service 52

Beyond Philosophy

MAY 12, 2022

The insurance company uses AI to understand the sentiment along with acoustic analysis and then coaches agents on where to take that interaction and help that customer. Sentiment analysis is critical here. Then, with a single data hub, AI can access it for analysis. Try new things with your data.

Contact Center 195

Contact Center Analytics First call resolution Consulting 195

Callminer

NOVEMBER 27, 2018

All you need to do is to create analysis ‘categories’ for complaints. The analysis can show you if you make a bad situation worse by having an ineffective call routing system or agents who aren’t trained and coached to show empathy when they are handling complaints.

Analytics 186

Analytics Coaching Technology Surveys 186

Beyond Philosophy

OCTOBER 20, 2022

They discovered through AI analysis of hundreds of thousands of call center interactions that agent behavior leads to positive customer interactions. First, he discovered a company through shared interests, conferences, and research articles, called NICE Enlighten AI CX Program, which he covers in the book.

Banking 195

Banking Contact Center Coaching Self service 195

Connect

APRIL 23, 2025

Sentiment analysis Sentiment analysis tools use NLP to gauge customer emotions during interactions. By analysing tone, language, and keywords, AI-powered sentiment analysis tools can determine exactly how customers feel, detecting frustration or satisfaction in real time.

Customer Service 52

Customer Service Average Handle Time Chatbots Self service 52

Integrity Solutions

SEPTEMBER 23, 2024

Imagine this scenario: You are a new coach of a tennis team comprised of mostly average players. Incorporate this analysis into a series of on-demand, video-based online modules that suggest appropriate shot selection to capitalize on the precise moments in a tight match when their opponent exhibits vulnerability.

Sales 101

Sales Coaching Telecommunications Accountability 101

Comm100

APRIL 15, 2025

But when it comes to understanding why customers churn, where agents need coaching, or which chats could have led to a sale, teams are still in the dark. AI Insights does the heavy lifting of data analysis so you can focus on what matters most: solving problems, supporting your team, and scaling success.

Coaching 52

Coaching Sales Accountability Feedback 52

SharpenCX

OCTOBER 27, 2021

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. No need to wait for a coaching session after a month of poor performance. What’s more? And clearly, it’s paid off.

Analytics 128

Analytics Coaching Contact Center First call resolution 128

CX Global Media

JULY 13, 2017

With full speech transcription and analysis of 100% of customer conversations, Eureka Starter can detect operational inefficiencies, poor agent behaviors, customer dissatisfaction and the use of risky language and other potential compliance infractions so that they can be quickly addressed before they impact the bottom line.

Call Center 185

Call Center Analytics Contact Center contact center solutions 185

Integrity Solutions

MARCH 19, 2024

An accurate forecast allows you to identify strengths and weaknesses in the pipeline, what opportunities need time, energy and resources and which sales reps need additional coaching and in what areas. In my view, pipeline management, coaching and forecasting accuracy go hand in glove.

Sales 106

Sales Coaching B2B Customer centricity 106

Calabrio

MARCH 25, 2025

Often integrated within these platforms are speech analytics tools , which transcribe and analyze voice interactions , and sentiment analysis tools, which determine the emotional tone of customer feedback. customer journey analysis, purchase history, and product usage data.

Journey mapping 52

Journey mapping Contact Center Analytics Surveys 52

CX Global Media

MAY 22, 2017

Artificial intelligence and advanced in IVR systems, workforce optimization, sentiment analysis, unified communications, and so much more. The post What’s Hot at ICMI Contact Center Expo appeared first on Call Center Coach. The strategy of customer experience is getting significantly more and more complex. Start where you are.

Contact Center 185

Contact Center Best practices Interactive Voice Response Call Center 185

CSM Magazine

OCTOBER 18, 2023

Zenarate expands its AI Coach language capabilities to 79, the most in the industry, and adds new agent feedback reporting for AI simulation training. The company’s AI Coach platform now supports 79 languages, the most options in the industry.

Coaching 59

Coaching Feedback Telecommunications First call resolution 59