PeopleMetrics

JANUARY 29, 2014

At every level of sports, there are coaches. And at every level of coaching, there is disagreement about how to measure a coach’s performance. Even with significant advances in how teams evaluate performance, it can be difficult to quantify “coaching” as a variable. 2) Borrow from the best.

Coaching 96

Coaching Best practices Surveys Feedback 96

TechSee

JUNE 16, 2022

In addition, Eric is a member of Miele’s International Service team, to help identify, streamline and share global best practices and promote service excellence. In addition, Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco. Shep Hyken, Chief Amazement Officer at Shepard Presentations.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

CCNG

OCTOBER 12, 2022

Who’s determining a new best practice? And lastly, could the new best practice be a dynamic organizational structure? MATCH YOUR LEADERS WITH WHAT THEY DO BEST. Can they motivate and inspire workers to be the best they can be and to perform well? Does that structure support their goals?

Coaching 195

Coaching CCNG Employee engagement Best practices 195

NICE inContact

SEPTEMBER 15, 2016

When executed correctly, regular coaching sessions can inspire agents to elevate their performance to new heights. That’s why it’s so important to be as considerate and thoughtful as possible with call center coaching. When presenting constructive criticism to an employee, numbers are extremely helpful. Keep It Confidential.

Coaching 87

Coaching Call Center Construction Contact Center 87

ROI CX Solutions

APRIL 29, 2025

Improved customer and agent experience: With AI tools such as chatbots, autopilots, and predictive analytics, customers receive faster, more personalized support, while agents benefit from reduced workload, real-time assistance, and ongoing coaching. This dual focus boosts satisfaction and employee retention.

Customer Support 64

Customer Support Interactive Voice Response Chatbots Coaching 64

Call Center Weekly

AUGUST 3, 2018

Do you routinely work with them to bring innovation and best practices to your organization or do you push your ideas on them? Are you conscious and present with your employees, or are you in a conversation in your head while with them? Do you encourage creativity with brainstorming or are your ideas the only ones that work?

Coaching 167

Coaching Best practices Management 167

COPC

JANUARY 15, 2024

This second installment of the series will offer insights into onboarding best practices for new employees.  Lack of Manager Support   Coaching is an integral part of an effective onboarding process. Recognize and Celebrate Success  Coaching to correct and guide is key to building proficiency and professional growth.

Best practices 78

Best practices Employee engagement Coaching Feedback 78

Callminer

JULY 30, 2020

That’s why it’s important to train your call center representatives on effective conflict resolution techniques and leverage the right technologies to support ongoing coaching and training. Remember to present the recap from the customer’s perspective. Now is the time to summarize the story. Acknowledge.

Call Center 265

Call Center Customer Service Scripts Coaching 265

Kayako

FEBRUARY 7, 2018

That’s where coaching comes in. Why coaching beats training support teams. This is why coaching needs to be included in a support rep’s development. Coaching builds and refines much-needed support skills. Coaching hits the switch on active mode learning. Coaching gives employees a sense of ownership.

Coaching 84

Coaching Customer Service Feedback Wait times 84

Callminer

JULY 22, 2020

Presenting affected parties with a clear, concise termination letter is an appropriate formal gesture meant to clarify that their professional relationship with your company has ended, but not all termination letters can or should be handled in the exact same way.

Call Center 182

Call Center Customer Service Best practices Coaching 182

CSM Practice

JUNE 23, 2020

In this blog read as Chad Horenfeldt, Director of Customer Success at Kustomer discusses in depth Quarterly Business Review (QBRs) Best practices and ways to drive more values for clients in a Customer Success perspective. Make sure to have summary and value points that cover the important details of the presentation.

Best practices 64

Best practices Benchmark Coaching Personalization 64

CSM Magazine

APRIL 22, 2025

In this article, we explore best practices of Agile for remote teams. Best Practices of Agile Method for Communication and Collaboration As effective communication influences the overall project success and works as a cornerstone of collaboration in distributed teams. Distractions exclusion.

Morale 52

Morale Best practices Engineering outsourcing 52

Callminer

FEBRUARY 10, 2020

Whether certain items represent an actual threat to your company and your staff members or simply serve as a significant distraction to all those present, they should be kept off the floor entirely or used sparingly. Not just any item can or should be brought onto your call center’s main floor. Electronic Devices.

Call Center 182

Call Center Coaching Morale Analytics 182

Calabrio

APRIL 11, 2025

Shadowing live calls helps trainees understand nuances, hear best practices in action, and ask questions in context, while also fostering social learning, a more collaborative culture, and better team morale. Coaching & Mentoring: What it is: One-on-one guidance from supervisors, dedicated coaches, or experienced mentors.

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

Vistio

APRIL 30, 2025

Most traditional training programs focus almost entirely on formal instruction: onboarding presentations, policy manuals, and classroom style learning. Agents can practice as often as needed to reinforce learning and reduce live call anxiety. Advantage: Practice sessions can be scored, annotated, or discussed in coaching sessions.

Coaching 52

Coaching Contact Center Feedback Accountability 52

aircall

FEBRUARY 1, 2021

To make that happen, you’ll need to clearly define your sales training process, invest in the right training programs, and follow best practices for training sessions. . Situational stories and role-playing provide excellent practice for selling products and providing customer service. What Is Sales Team Training? Prospecting.

Best practices 62

Best practices Sales Call Center Coaching 62

SharpenCX

APRIL 21, 2020

Even if you feel like you’ve shared every remote-work tip in your toolbox, you can turn to these four work from home best practices to make managing remote employees easier. 4 Best Practices for Managing your Remote Team. Take advantage of technology and find ways to coach employees virtually.

Best practices 76

Best practices Management Coaching Contact center software 76

Calabrio

APRIL 23, 2025

AI is fundamentally reshaping quality practices in contact centers and fueling a paradigm shift from Manual QM to Auto QM. With multiple acquisitions accelerating our development, weve presented the worlds fastest-to-value Auto QM solution. Support supervisors and managers with actionable data to coach and guide teams.

Contact Center 52

Contact Center Coaching Engineering Analytics 52

Fonolo

NOVEMBER 23, 2021

After all, workplace training has a reputation for being dull with endless PowerPoint presentations and the occasional role-playing exercise. Ask yourself: Is the information presented in a way that will appeal to our agents? 5 Best Practices for Training Remote Call Center Agents. Use a buddy system. .

Call Center 148

Call Center Abandon rate Gamification Education 148

CSM Practice

JUNE 22, 2020

In this blog read as Chad Horenfeldt, Director of Customer Success at Kustomer discusses in depth Quarterly Business Review (QBRs) Best practices and ways to drive more values for clients in a Customer Success perspective. Make sure to have summary and value points that cover the important details of the presentation.

Best practices 52

Best practices Benchmark Management Coaching 52

COPC

OCTOBER 13, 2021

Based on these insights, three best practices for emerging outsourcing priorities are: Formalizing WFH contracts. Three Best Practices for Emerging Outsourcing Priorities . #1: Virtual worksites also force vendor managers and outsourced partners to rethink how they train, coach and motivate employees. Recruiting.

Best practices 52

Best practices outsourcing Contact Center Call Center 52

Fonolo

AUGUST 3, 2021

We’ve all suffered through dry presentations featuring data that is hard to tie to everyday actions and goals. But the way you present these stats can make all the difference between showing numbers and graphs and telling a story that can help your operations improve. Tips and best practices. What is a call center report?

Call Center 142

Call Center Abandon rate Contact Center Agent burnout 142

Balto

JANUARY 6, 2025

Insightful Data-Driven Reports: Track long-term quality trends and assess coaching effectiveness through comprehensive reports. Automated recommendations also aid in specialized coaching, improving dialogue quality and overall outcomes for your company and customers. Key Highlights: AI-driven Insights: Convin.ai

Call Center 52

Call Center Coaching Surveys Contact Center 52

TechSee

JUNE 4, 2019

Traditionally, contact centers have trained new agents using one-on-one coaching or classroom-style role-playing, where the focus is on imparting knowledge and customer service etiquette. In-house social networks and forums promote the sharing of best practices and knowledge across customer service teams. Whisper coaching.

Call Center 117

Call Center Technology Gamification Coaching 117

Vistio

JANUARY 27, 2025

Simulate Real-World Scenarios: Training should include more than reviewing policies and practicing scripts. Use tools like role-playing exercises or AI-based simulators to: Present nuanced customer issues. By practicing in a safe environment, agents gain the confidence to handle real-world situations.

Scripts 52

Scripts Coaching Contact Center Feedback 52

Fonolo

JANUARY 31, 2023

Read on for our complete guide, where we’ll explore all the best practices. Simply put, call center training is any course, seminar, video, coaching session, or other activity that teaches the skills and behavior required for success in a call center. Still have questions about call center training? What is Call Center Training?

Call Center 141

Call Center Contact Center Coaching Gamification 141

NICE inContact

NOVEMBER 23, 2015

Many agents and supervisors cringe when it is time for coaching. From an agent perspective, the coaching experience has historically been associated with a supervisor controlling a conversation; speaking to what the agent has done wrong on a call. This type of preparation is also helpful when coaching agents in the contact center.

Coaching 49

Coaching Best practices Construction Contact Center 49

ROI CX Solutions

APRIL 22, 2025

This data will inform your coaching efforts and help agents target specific skills and performance areas, reaching measurable growth. No need to wait for monthly performance reviews; engage in continuous agent coaching to see the quickest, most long-lasting results. AI training can significantly reduce training and onboarding time.

Contact Center 52

Contact Center Interactive Voice Response Call Center Coaching 52

Vistio

MARCH 24, 2025

While this model offers flexibility and broader talent pools, it also presents unique training challenges. Prioritize Real-Time Coaching and Feedback Hybrid models require adaptive coaching strategies. Hybrid contact centerswhere teams include both remote and in-office agentsare here to stay.

Contact Center 52

Contact Center Coaching Feedback Personalization 52

TechSee

SEPTEMBER 29, 2020

Ensure new hires are crystal clear on best practices and ideal workflows so they can do their jobs efficiently and limit the number of escalated issues – reducing cost per call. For example, AI platforms can present proactive knowledge suggestions to agents while they are on the line or in a chat with a customer.

Call Center 196

Call Center Self service Gamification Contact Center 196

ProProfs Blog

MAY 6, 2020

Are there any managing remote teams best practices to monitor, track, and collaborate better? . Being in different time zones makes it tough to be always present with body and mind. The best ways to motivate your remote team are: Have video collaborations instead of conference calls. However, things don’t end here.

Management 162

Management Customer Service Best practices Entertainment 162

JustCall

MARCH 7, 2023

Read on for to know more on the same, along with pro tips and strategies to create a sales process tailored to a digital ecosystem and discover some of the best practices for hybrid work. This article reveals the pros and cons of this work model and some hybrid workplace best practices to build a productive team.

Best practices 52

Best practices Sales Morale Personalization 52

COPC

MARCH 11, 2024

and Centrical have teamed up to present the Improving Contact Center Retention Series, offering strategies to increase call center retention and lower attrition-related expenses. Below, we present the culmination of our insights with critical questions that leaders need to consider throughout the employee lifecycle.

Call Center 97

Call Center Gamification Coaching Employee engagement 97

NobelBiz

FEBRUARY 21, 2023

Presented using reports to monitor a contact center’s performance over time. 10 Best Practices for Reporting and Analytics in a Contact Center Reporting and analytics constitute an important prerequisite to making well-informed and accurate decisions and projections in any business. And contact centers are no exception.

Best practices 52

Best practices Analytics Contact Center Coaching 52

Balto

FEBRUARY 20, 2023

Myth: Call coaching software is only helpful for onboarding new agents. Fact: 61% of tenured agents use call coaching software and those who do have higher job satisfaction and other success metrics across the board. How Does Call Coaching Software Help New Agents? How Does Call Coaching Software Help Tenured Agents?

Coaching 52

Coaching Gamification Average Handle Time Contact Center 52

TechSee

AUGUST 26, 2024

However, call centers face a variety of challenges that can prevent them from delivering the best possible service. In this blog post, we will explore these pain points, discuss best practices, and describe how AI and automation can not only improve call center customer service – they can revolutionize it.

Call Center 124

Call Center Customer Service Average Handle Time Interactive Voice Response 124

Cincom

FEBRUARY 21, 2025

Additionally, a sales team that isnt proficient with CPQ may fail to present the full value of their offerings, reducing their chances of closing deals. By proactively presenting relevant add-ons and premium configurations, they not only increase revenue but also provide customers with more comprehensive solutions.

Sales 40

Sales Gamification Finance Best practices 40