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

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

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 243

Customer Service Coaching Advertising Scripts 243

Aspect

JULY 9, 2019

One of the things we love best about our annual conference is the chance to speak with our customers; learning about how you’re using our products, the stories of your successes—and what we can do to help you succeed, if you need a boost. During the conference , we’ll be available in the Aspect booth area to answer your questions.

Coaching 80

Coaching Management Technology 80

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

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

CX Accelerator

MAY 15, 2019

To that end, Jeff leaves us with some conference-related pointers that can help us improve the quality of our experience a the Expo: Balance Quality & Quantity: Conferences can really overload you with content! You can often leave with a notebook full of ideas but no clue how to implement them.

Contact Center 51

Contact Center Customer Service Coaching Education 51

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

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

CX Global Media

APRIL 27, 2017

I myself was eager to learn more about gamification when I met with Brett Brosseau of FidoTrack at the PACE Association Conference. The post Brett Brosseau shares insight into Call Center Gamification appeared first on Call Center Coach. The success stories are very compelling. About FidoTrack.

Gamification 227

Gamification Call Center Morale Contact Center 227

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

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

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

Beyond Philosophy

MARCH 28, 2019

Many years ago, I attended the Confederation of British Industries (CBI) conference in London. However, most of them are coaching sites, so I can see why he says it.). Luckily, there are a few ways to manage uncertainty—and its related risk. Coping with Uncertainty in Business. The manager has a phrase I quite like that applies here.

Management 359

Management Consulting Consulting Benchmark 359

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

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

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 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

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

CX Global Media

JUNE 26, 2018

Here is an edited transcript of our interview: Jim Rembach : This is Jim with Fast Leader Show and Call Center Coach and I’m with Justin Robbins at ICMI’s Expo. The post Contact Centers Obsolete in 3 Years: Artificial Intelligence Wipes Out Industry appeared first on Call Center Coach.

Contact Center 180

Contact Center Coaching contact center solutions Scripts 180

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. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations.

Customer Service 287

Customer Service Airlines Best practices Consulting 287

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

Voxjar

APRIL 9, 2020

This guide will show you how to make the transition to remote call coaching and quality assurance. How to overcome the biggest challenges of remote call coaching and QA. What tools are the most effective for remote call quality assurance and coaching. 3: Delivering QA and Coaching Feedback from Home. You’ll learn.

Coaching 52

Coaching Call Center Analytics contact center workforce 52

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

CX Global Media

JUNE 5, 2017

I have been to many industry conferences over the years (not all of them) and this is the first time I met the likes of Blue Chip Onsite Corporate Message (BlueChipOCM) and Everett Johnson. The post Obvious Contact Center Agent Burnout Problem Revealed appeared first on Call Center Coach. A Contact Center First – For Me.

Agent burnout 192

Agent burnout Contact Center Morale Call Center 192

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

CX Global Media

JULY 20, 2017

That type of career coaching is not taught at home or in school. In addition to making the 10 Steps to a Better Agent Career Path checklist available to conference attendees, Kelli has allowed us to make it available to everyone in the Call Center Coach Public Facebook Community. Get the 10 Steps to a Better Agent Career Path.

Contact Center 136

Contact Center Coaching Morale Call Center 136

CX Global Media

MAY 24, 2018

The post 8 Vital Lessons from an Award-winning Supervisor appeared first on Call Center Coach. Congratulations to Adriana Thompson – 2018 Contact Center supervisor of the Year – Click to Tweet .

Contact Center 257

Contact Center industry standards Morale Call Center 257

CX Global Media

AUGUST 30, 2017

Coaching and training agents is a vital role that supervisors must perform to obtain peak performance. But I was unable to see what activities and tasks they conducted to properly diagnose, coach, and track their activities. Then you’ll better understand the impact coaching has on moving key metrics. Click to Tweet.

Contact Center 149

Contact Center Coaching Education Call Center 149

CX Global Media

JUNE 25, 2018

Jim Rembach : Hey this is Jim the Fast leader Show and Call Center Coach, and I ‘m here at Contact Center Expo with Bruce Eidsvik, a Senior VP of marketing for Genesys. The post CX Heroes: Amazing Customer Service Stories Worth Sharing appeared first on Call Center Coach. He says he came from the dark side.

Customer Service 209

Customer Service Coaching Call Center Contact Center 209

Balto

MAY 23, 2022

Ugh, Call Center Coaching…Let’s talk about it. . Ok, Call Center Coaching…what is it? Such gripping narratives use exhilarating phrases like “annual performance review,” “call center coaching tools,” and “telephony integration.” Defining the Challenges with Call Center Coaching. Coaching doesn’t scale.

Coaching 52

Coaching Call Center Average Handle Time Entertainment 52

Callminer

JULY 15, 2019

This virtual conference will cover a ranging of topics, expert speakers, partners and customers about better customer and agent experiences through speech analytics. Zeroing in on Ideal Coaching Moments with Speech Analytics featuring Vivint. Creating Customer Service Super Agents with Data, Tech and Coaching featuring Forrester.

Telecommunications 28

Telecommunications Contact Center Analytics Employee engagement 28

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 Cloud contact 128

CX Global Media

JANUARY 18, 2018

Just a few short weeks ago at the Gartner Applications (App) & UX Conference in Las Vegas, attendees heard that this is the year you need to do as many POCs (Proof of Concept) as you can with AI chatbots. The post Starting a Successful Chatbot Program – Infographic appeared first on Call Center Coach.

Chatbots 120

Chatbots Enterprise Contact Center Coaching 120

Callminer

JULY 23, 2019

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.” Leverage analytics to offer targeted agent training and coaching.

Best practices 140

Best practices Feedback Call Center Coaching 140