Integrity Solutions

NOVEMBER 14, 2018

When you have the confidence, comfort level and commitment, it’s a lot easier to make coaching a priority. A few weeks ago, we had the opportunity to present a session at the HCI Learning & Leadership Development Conference with Sharon Stahr, Chief Communications Officer at Cobalt Credit Union. Establishing a Coaching Culture.

Coaching 71

Coaching Management Sales Accountability 71

Amplifai Coaching Category

OCTOBER 1, 2020

Join AmplifAI's Melissa Pollock in Nashville at QATC's Annual Conference where she will be speaking and delivering a session on Coaching Trust Destructors!

Coaching 40

Coaching 40

ChurnZero

MARCH 3, 2020

Top 10 Must Attend Conferences in 2020 for Customer Success Professionals. I’m not talking about a vacation (although those days off are also oh so very important) but I’m talking about, stepping out of the office for a day or two to attend a conference. SaaStock North America Date: June 22-24, 2020 Location: San Francisco.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

Beyond Philosophy

AUGUST 24, 2023

For example, I waited from 5:15 am until noon in a crowd of 100 people deep for the King’s coach to go by during King Charles III’s coronation. He told them to save money and hire supermodels to walk up and down the coach pouring champagne for all the passengers. In other words, it could be worth the wait. Not really.

Banking 195

Banking Coaching Wait times Chatbots 195

Kapta Customer Success

DECEMBER 12, 2022

We just announced the preliminary lineup of speakers for our premier conference for Account Management leaders and innovators. Are you going to KAMCon in 2023? Our KAMCon event takes place from April 12th to 13th in Boulder, CO and includes impactful learning experiences from today’s visionary thought leaders and executives.

Accountability 52

Accountability Management Coaching 52

Customer Service Life

JUNE 26, 2017

I had a fantastic time at the 2017 Contact Center Expo and Conference in Orlando, Florida. I’ve attended a few of these conferences and this year’s lineup of keynote speakers was among the best. Chip Bell did a fantastic job of wrapping up the conference and inspiring us to deliver a customer experience that sparkles.

Contact Center 68

Contact Center Journey mapping Entertainment Chatbots 68

Playvox

JUNE 24, 2019

Creating coaching sessions is an ideal way to help drive your employees to a better standard of performance at their desks: no need to pull them away from their work for a face-to-face meeting in a stuffy conference room; no need to disrupt their schedule for longer than is absolutely necessary.

Coaching 41

Coaching Customer Experience Management 41

ShepHyken

MARCH 6, 2020

This week we feature an article by Patricia Fripp, executive speech coach and sales presentation skills trainer. Recently I checked into a wonderful hotel in Southern California for a conference. Patricia Fripp is an executive speech coach and sales presentation skills trainer.

Customer Service 317

Customer Service Coaching Advertising Scripts 317

Beyond Philosophy

JANUARY 25, 2024

Also, he said that coaches are great communicators, which is true. Colin has spoken at hundreds of conferences, including some of the world’s largest brands. Talk to Colin about how he can speak ‘in person’ or ‘virtually’ at your conference. So, why not make that new thing customer centricity? It can be a home run.

Customer Experience 195

Customer Experience Customer centricity Finance Sales 195

CSM Magazine

OCTOBER 6, 2021

Calabrio , the customer experience intelligence company, spotlighted the winners of its analytics competition and ONE Awards during its annual customer conference, Calabrio Customer Connect (C3). This year, Calabrio is focusing sessions on the Connected Workforce and for the second year in a row, C3 is being held as a virtual event.

Analytics 52

Analytics Interactive Voice Response Average Handle Time Employee engagement 52

CX Accelerator

NOVEMBER 26, 2021

I am very thankful for all I learned from him, and thankful to call him my friend, mentor and coach! - From working with the amazing team at Officium Labs, to finally being back at real-life conferences, to being so encouraged by the folks of CX Accelerator.we've got something really special going! Dan Brown. Erica Mancuso. Nate Brown.

Healthcare 182

Healthcare Coaching Surveys Marketing 182

CX Accelerator

NOVEMBER 26, 2021

I am very thankful for all I learned from him, and thankful to call him my friend, mentor and coach! - From working with the amazing team at Officium Labs, to finally being back at real-life conferences, to being so encouraged by the folks of CX Accelerator.we've got something really special going! Dan Brown. Erica Mancuso. Nate Brown.

Healthcare 182

Healthcare Coaching Surveys Marketing 182

Beyond Philosophy

APRIL 5, 2019

In this episode of The Intuitive Customer podcast, we spoke with three-time best-selling author, coach, and conference speaker Marilyn Suttle. Leadership in many organizations find maintaining the customer service culture they have established is a substantial issue.

Coaching 281

Coaching Employee engagement Best practices Consulting 281

ShepHyken

NOVEMBER 25, 2016

So, ten days later the clicker arrived, together with a conference tote bag I had thrown out in the trash… as well as a $50.00 She is a Conference and Workshop Presenter, Executive Coach and Author based in Australia. we wouldn’t in fact have a job. bill for the trouble they had gone to send it back. Gotta love this business!

Morale 283

Morale Coaching Customer Service Customer Experience 283

ShepHyken

MARCH 6, 2020

This week we feature an article by Patricia Fripp, executive speech coach and sales presentation skills trainer. Recently I checked into a wonderful hotel in Southern California for a conference. Patricia Fripp is an executive speech coach and sales presentation skills trainer.

Customer Service 156

Customer Service Coaching Advertising Scripts 156

CX Global Media

JULY 12, 2019

Beyond a Conference to On-demand Learning. The Contact Center Virtual Summit has the benefits of a conference, integrated into your day because it converts from conference into an on-demand learning portal. The CCVS Playbook and Planner helps you get the most out of this modern contact center conference.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Beyond Philosophy

MARCH 22, 2019

It’s a well-used epithet by many coaching organizations—and not just for football. <!–more–> I once attended a conference for the CBI (Confederation of British Industries). I quite like that phrase and I believe it is the key to managing uncertainty in your business for your customers.

Management 240

Management Coaching Consulting Consulting 240

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. Coach K is More than a Winner. At Duke University, Mike Krzyzewski (Coach K) he has been the head men’s basketball coach since 1980.

Employee engagement 66

Employee engagement Coaching Surveys 66

CX Global Media

SEPTEMBER 11, 2018

Annette Franz : Annette is the founder and CEO of CX Journey Inc, a Certified Customer Experience Professional (CCXP), and an official member of the Forbes Coaches Council. She is a co-founder of the Customer Experience Professionals Association, an author and a speaker keynoting high profile conferences and corporate events.

Customer Service 168

Customer Service Coaching Customer centricity Scripts 168

BlueOcean

DECEMBER 18, 2023

At a recent industry conference, the session on quality assurance began with the keynote speaker taking the mic, and boldly announcing: “when it comes to QA, monitoring one percent of one percent is BS, and we all know it.” Coaches would get to know the agents on their teams. One percent of one percent… at best.

Contact Center 71

Contact Center Average Handle Time Coaching First call resolution 71

Integrity Solutions

AUGUST 24, 2022

What they don’t always recognize is that it’s something that can be developed through effective training and coaching. These and other alignment checks should be part of the ongoing performance strategies of the sales manager and coach. Senior leaders prioritize coaching and expect others to coach their teams.

Sales 86

Sales Coaching Calibration B2B 86

CX Global Media

MAY 22, 2017

Justin Robbins and Jim Rembach share a preview and insight into ICMI’s Contact Center Expo Conference. One of the polls on the official ICMI Expo App asked the question, “What’s your number on priority for the conference?”. The post What’s Hot at ICMI Contact Center Expo appeared first on Call Center Coach.

Contact Center 185

Contact Center Best practices Interactive Voice Response Call Center 185

ShepHyken

JUNE 19, 2018

Shep Hyken is joined by Marilyn Suttle , conference speaker, bestselling author, and coach, to discuss her new book, Color Their World – The Art of Creating Strong Customer Loyalty. ?. Color Your Customers’ World. How can you create strong customer loyalty while staying inspired?

Construction 192

Construction Coaching Employee engagement Feedback 192

Amplifai Coaching Category

JANUARY 12, 2021

I was giving a presentation about Millennials at a conference earlier this year. We were in a breakout activity discussing how to coach a Millennial employee on a particular topic and were talking about the need to connect the requested task to the overall mission of the organization and value to the customer.

Contact Center 52

Contact Center Coaching 52

Nicereply

MARCH 23, 2021

Heidi Craun – Founder of Insightful Delight , a boutique customer support consultancy, as well as Intermitten , a unique tech conference centered around creativity, community and diversity. Sarah Hatter – Founder of the Elevate conferences (Support, Women and Leadership themed conferences each year.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

CSM Magazine

SEPTEMBER 30, 2022

Calabrio , the workforce performance company, recently welcomed customers back to its Calabrio Customer Connect conference in Orlando, Florida (Sept. Joint runner-up: Implements self-service, updates knowledge base and adds agent coaching to increase topline revenue. 26-29), after two years of virtual sessions. About Calabrio.

Analytics 52

Analytics Coaching Interactive Voice Response Customer centricity 52

ShepHyken

FEBRUARY 9, 2018

Web Conference Software – This tool allows you to give product demos, connect with people anywhere, record conversations, and share screens. – Every rep needs something a little different from the coaching process, and asking this question is a quick way to hone in on exactly what assistance your rep needs to grow.

Customer Service 399

Customer Service Morale Sales Coaching 399

ChurnZero

SEPTEMBER 6, 2024

It takes a focused team with strong listening and coaching skills, a deep understanding of your product, a curiosity to understand customer goals, and a proactive, strategic approach to engagement. Join us at ZERO-IN 2024, the essential conference for customer success leaders, this October. Watch the webinar in full here.

Coaching 52

Coaching Upselling SaaS Sales 52

Callminer

JUNE 21, 2017

Over the years, call centers have seen the development of numerous industry-specific training tools and coaching practices. From video conference to webinars and online streaming websites, the Internet offers a wealth of resources that demonstrate the best and worst of customer service and techniques. Using online training tools.

Best practices 174

Best practices Call Center Morale Coaching 174

SharpenCX

OCTOBER 13, 2021

With remote work, you can’t rely on a conference room with a white board to map out plans. Look for technology with targeted coaching and personalized remote training. Look for cloud technology that makes it possible for you to coach agents remotely so you can give frequent, focused feedback. >>

Contact Center 128

Contact Center Technology Coaching Analytics 128

Beyond Philosophy

NOVEMBER 11, 2014

Here are some great examples from different environments of working with natural tendencies to achieve a desired outcome: An American football coach named Tony Dungy propelled one of the worst teams in the NFL to the Super Bowl by focusing on how his players habitually reacted to on-field cues.

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

Noble Systems

JUNE 7, 2019

Our annual SNUG (Select Noble Users Group) conference brings together top voices in customer experience with contact center managers, platform administrators, and others looking to learn what’s new in CX technology and share ideas.

Gamification 75

Gamification Contact Center Coaching Education 75

Integrity Solutions

NOVEMBER 12, 2019

We joined two hundred senior sales leaders gathered last month in Atlanta for the Sales Management Association (SMA) Conference to explore emerging trends and research affecting all facets of the sales organization. Here’s a closer look at those themes and the related issues that were explored during the conference. By Will Milano.

Sales 54

Sales Coaching CRM Management 54

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

Integrity Solutions

MARCH 3, 2020

The most persistent contact center challenges can be overcome by making coaching a part of the culture and developing your agents’ listening and problem-solving skills. And if the managers aren’t able to keep on top of things like onboarding, coaching and turnover, agent performance will continue to lag behind.

Contact Center 59

Contact Center Coaching Scripts Management 59

SharpenCX

JUNE 12, 2023

Yet, while chat tools, conference calls, and shared drives improve productivity, remote agents can still feel disconnected. Agents can voice concerns and share ideas, while managers can provide coaching tips and feedback. Share Feedback in the Moment Real-time coaching keeps one-time mistakes from turning into bad habits.

Coaching 67

Coaching Morale Contact center software Call Center 67

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. Having the right members and the right structure is key to the success of any team – whether that team is on a field or in a conference room. Who Makes Up a Customer Success Team?

Chief Customer Officer 126

Chief Customer Officer Coaching Accountability Surveys 126