CCNG

JUNE 8, 2022

Video communication training systems for front-line agent training, meetings, and one-on-one coaching ? ? ?Due Many of our clients and other contact center enterprises are embracing video capabilities for their agents for new-hire on-boarding, platform training, mentoring, coaching, and more. ? ? That’s so 2019… ? ?Many

Contact Center 195

Contact Center CCNG Gamification Coaching 195

CX Accelerator

DECEMBER 31, 2018

Other Actions: Coach your leaders to use the leadership behaviors you'd like to see, taking care to model how you want them to coach their direct reports.Ask your leaders to emulate the service vision when working with employees. 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

24-7 InTouch

MARCH 27, 2024

What if, instead of coaching associates on their past mistakes, you could prevent those mistakes in real time? This agile technology integrates with your existing software using an augmented display screen overlay, moving from post-contact interactions to providing real-time coaching.

Coaching 59

Coaching CRM Technology Customer Experience 59

TeleDirect

MARCH 13, 2025

Use case studies and real scenarios to reinforce decision-making skills. A: Training duration varies by industry, but a 1-2 week structured program with ongoing coaching is recommended. A: Use interactive role-playing, gamification, and real-life case studies to keep agents engaged and motivated.

Best practices 62

Best practices Call Center Customer Service Average Handle Time 62

AskNicely

NOVEMBER 20, 2018

Based on feedback and scores received, agents can be identified for coaching opportunities or recognized for outstanding service. Download the full case study to find out how Debitsuccess achieved all of the above and more with Net Promoter Score. They use this data to set employee KPIs around their scores. What happened next?

Chief Customer Officer 60

Chief Customer Officer Feedback Coaching Call Center 60

Beyond Morale

OCTOBER 16, 2012

Have you ever stopped to ask why there are coaches and teams that are consistently at the top? I find myself looking to emulate great coaches (leaders) all of the time. There surely is a long list of winners to study. Coach K is More than a Winner. You FAIL without FUNDAMENTALS.

Employee engagement 66

Employee engagement Coaching Surveys 66

Amplifai Coaching Category

JANUARY 12, 2021

The two-day event put on by Customer Contact Strategies offered thought provoking case studies, breakout sessions, and a handful of technology-sponsor discussions and presentations.

Technology 52

Technology 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

Expivia

JULY 19, 2023

Quantifying effort was relatively straightforward – it’s about showing up consistently, being open to coaching, and demonstrating commitment to improving. The post Transforming Your Contact Center Culture: A Case Study in Attitude and Effort appeared first on Expivia | USA Based Call Center.

Contact Center 52

Contact Center Schedule adherence Technical Support Analytics 52

NobelBiz

FEBRUARY 25, 2025

Flag policy violations Identify coaching opportunities based on AI-driven insights. Delivering personalized coaching recommendations based on performance trends. This shift eliminates subjectivity, allowing managers to focus on meaningful coaching and operational improvements. Reducing human bias in performance evaluations.

Quality management 52

Quality management Call Center Management Coaching 52

Upstream Works

SEPTEMBER 1, 2020

Invest in More Training and Coaching Opportunities. This is where coaching and training opportunities become important. To reduce agent attrition, increase customer loyalty and improve the bottom line, contact centers should focus their attention on retaining their agents and keeping them engaged.

Contact Center 148

Contact Center Benchmark contact center solutions Coaching 148

Callminer

JULY 15, 2019

Zeroing in on Ideal Coaching Moments with Speech Analytics featuring Vivint. Creating Customer Service Super Agents with Data, Tech and Coaching featuring Forrester. Hear from CallMiner and employee engagement experts nGuvu in a discussion of the employee engagement trends in 2019. Register for 9am BST Session .

Telecommunications 28

Telecommunications Contact Center Analytics Employee engagement 28

Uniphore

JULY 10, 2021

Brian publishes quarterly “executive market studies,” featuring pointed analysis of research findings, industry trends, case studies and new technologies. He also enjoys delivering on-site customer experience training and consulting for Fortune 500 organizations. Kumaran Shanmuhan Global Head of Solutions Jacada.

Call Center 89

Call Center Contact Center Consulting Consulting 89

Noble Systems

JANUARY 12, 2018

Regardless if your call center is focused on collections, revenue recovery, sales or customer service it’s likely you have had coaching sessions with agents and thought afterward, “ok, we are good now, they get it”, only to realize 2 days later that the symptoms are back. Score Cards Directly Tied to Coaching.

Coaching 40

Coaching Call Center Gamification Feedback 40

Fonolo

JANUARY 31, 2023

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. Mentoring or coaching With the right guidance, there’s always an opportunity for one-on-one learning, which can be very effective. What is Call Center Training?

Call Center 141

Call Center Contact Center Coaching Gamification 141

BlueOcean

DECEMBER 8, 2020

This national sports association leads the US in governing and promoting one of the nation’s well-loved sports, including its annual pro championships, community involvement and coaching programs, charitable initiatives, and more. In the downloadable case study, discover how we: Pivoted to 100% remote recruiting, onboarding, and training.

Customer Care 62

Customer Care outsourcing Government Coaching 62

CSM Magazine

JANUARY 2, 2025

Blend initial sessions with ongoing coaching to keep empathy top of mind. Case Study: Zappos When you think of brands that put customers first, Zappos often tops the list. Case Study: Apple Support Apples customer support is known for being as polished as its products. Training isnt a one-and-done event.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

NobelBiz

MARCH 11, 2025

’ Read Case Study The AI Technologies Reshaping Customer Complaints So, how exactly does AI help businesses manage complaints? AI-Powered Coaching for Human Agents: AI could provide real-time suggestions to human agents during live calls, improving response quality. Lets break down the key technologies at play.

Call Center 52

Call Center Chatbots Complaint resolution Consulting 52

CSM Magazine

JANUARY 2, 2025

Blend initial sessions with ongoing coaching to keep empathy top of mind. Case Study: Zappos When you think of brands that put customers first, Zappos often tops the list. Case Study: Apple Support Apples customer support is known for being as polished as its products. Training isnt a one-and-done event.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

TechSee

APRIL 24, 2023

At TechSee, our customer onboarding program includes robust training for trainers and at times, the initial rollout teams, as well as follow-up coaching to training and adoption leaders in order to ensure optimal impact. Foster a Culture of Continuous Learning Today’s agents are being asked to carry more than ever before.

Average Handle Time 109

Average Handle Time Best practices First call resolution Coaching 109

Win the Customer

JANUARY 4, 2016

We need to develop systems and frameworks to integrate performance and develop effective service agent coaching practices that focus on developing people’s natural relationship capabilities in order to better connect with customers. Share more experience case studies, best practices, and lessons learned.

Customer Experience 93

Customer Experience Best practices Customer centricity Coaching 93

NICE inContact

JANUARY 11, 2019

By the 2000s, adoption of quality management software soared, supporting targeted agent coaching. If so, register to listen to a replay of the webinar – which includes a quality management case study. In the 1990s, companies began to see the value in recording calls, primarily for agent evaluation.

Quality management 18

Quality management Management Average Handle Time Chatbots 18

delighted

MAY 24, 2017

They can amplify your strengths, drive referrals, coach new users, and even help guide the product roadmap. Have them participate in a case study. Consider asking them to participate in a case study. Case studies provide social proof and instill trust in prospective customers. Reach out to them.

B2B 74

B2B Feedback Coaching Enterprise 74

GetFeedback

NOVEMBER 23, 2019

If you want to catch the full State Farm case study recording, fast-forward the keynote to 53 minutes. . If you want to check out the full Louis Vuitton case study recording, fast-forward the keynote to 1 hour and 8 minutes. Customers expect a personalized experience everywhere .

Customer advocacy 19

Customer advocacy Sales Personalization Coaching 19

Noble Systems

FEBRUARY 26, 2019

Compliant storage to improve agent coaching. If you want to learn more about how Hair Club is putting Noble Systems solutions to work, check out the full case study. Augmenting the systems with new features and increased automation can enable: Skills-based routing on inbound calls. Improved targeting for outbound calls.

Contact Center 66

Contact Center Advertising Call Center contact center solutions 66

Taylor Reach Group

AUGUST 26, 2020

This case study provides some ideas as to how to tackle improving FCR in a contact center. The cause for lack of consistent results could be traced back to quality and can be improved by additional training, coaching and motivating agents (in order to promote higher consistency). Measuring FCR.

Analytics 121

Analytics Interactive Voice Response Contact Center CRM 121

Outsource Consultants

MARCH 4, 2025

Data analytics for call center performance improvement typically include real-time monitoring, call recording and analysis, regular performance coaching, and customer satisfaction tracking. This approach allows supervisors to provide immediate feedback and coaching, leading to continuous improvement in agent performance.

Call Center 67

Call Center Gamification outsourcing Chatbots 67

3CLogic

JULY 23, 2024

How Cleveland Clinic enhanced its service desk operations to optimize the patient and employee experience Read case study Burnout and turnover: How to retain your healthcare employees Employee burnout is a constant battle for many customer service organizations, where the average turnover rate is reported to have reached 60%.

Healthcare 105

Healthcare Call Center Self service Contact Center 105

SharpenCX

JULY 14, 2020

As a manager, you can provide training to support and coach agents through those abusive online experiences. Walk through some case studies of both subtle and overt disrespect, sexual, and/or racist commentary with your team and talk through tactics to confront a customer. Train Call Center Agents to Identify Abusive Language.

Agent Empowerment 128

Agent Empowerment Call Center Contact Center Morale 128

Outsource Consultants

JANUARY 14, 2025

A study by Invoca revealed that contact center turnover is high and agent job satisfaction directly impacts customer satisfaction. Regular coaching sessions, performance incentives, and career development opportunities can significantly boost agent engagement and retention. This frees up human agents to focus on more complex issues.

Contact Center 67

Contact Center Average Handle Time Coaching First call resolution 67

Integrity Solutions

SEPTEMBER 23, 2021

Value is not about understanding the history of their firm, getting descriptions of the solutions being proposed, or reviewing case studies and testimonials. Do you have the leadership and coaching skills and commitment to support the shift to value based selling? The Right Commitment. The Right Support.

Coaching 70

Coaching Sales Employee engagement Customer Care 70

Calabrio

MARCH 5, 2025

VoC-specific educational initiatives for your business may include VoC workshops with experts, case study analysis, and VoC tools or platform training. Discover what performance coaching is and why your CX team could use it. Use predictive analytics Why not anticipate future customer needs, preferences, and behavior if you can?

Best practices 40

Best practices Benchmark First call resolution Contact Center 40

aircall

OCTOBER 25, 2018

In order to meet the needs of those sophisticated prospects, sales teams need to be trained, coached, and armed with compelling enablement content for each deal stage. For example, a case study produced with curious prospects in mind could also be useful for training a new salesperson on product features and benefits.

Sales 75

Sales B2B Outbound sales SaaS 75

Noble Systems

JULY 30, 2019

Increased Coaching Efficiency: Having a centralized platform for monitoring gamified debt collections makes it easier for supervisors to coach their agents. If you want to learn more about how this BPO used Noble Gamification to significantly improve engagement, productivity, and coaching, check out the full case study.

Gamification 53

Gamification Automotive Coaching Morale 53

Integrity Solutions

NOVEMBER 12, 2019

Leading — inspiring motivation and fostering a growth mindset Managing — focusing on task-specific prioritization Coaching — growing their people and helping them develop their skills. In fact, there are three conversations salespeople have that impact their results : with their customers, with themselves and with their coach.

Sales 55

Sales Coaching CRM Management 55

ChurnZero

NOVEMBER 29, 2022

This made it difficult to find referenceable customers to speak at events or provide case studies. To build customer trust, coach your team to be consistent in how they respond to and communicate with customers on all subjects. There were also a number of customers who turned us into shelfware or essentially churned.

Scripts 98

Scripts Sales Customer centricity Coaching 98

Fonolo

JUNE 17, 2015

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. If there’s one thing any coach or contact center manager will agree with, it’s that the best type of call center training is hands-on. Mentoring or coaching.

Call Center 96

Call Center Gamification Coaching Contact Center 96