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

Call Center Weekly

JULY 18, 2017

Setting goals, assigning projects, and checking progress keeps your employees accountable. Coming to the Office too Frequently If possible, a monthly, in-office workday is a an ideal way to keep employees engaged and connected to the rest of the workforce.This may include training, and/or one-on-one coaching.

Morale 120

Morale Employee engagement outsourcing Coaching 120

Integrity Solutions

DECEMBER 21, 2022

For many leaders, this will mean a change in mindset, moving from a more directive leadership style to a coaching and collaborative approach. Sustaining momentum and embedding new behaviors through ongoing coaching. Another challenge leaders will continue to grapple with is the ongoing employee engagement crisis.

Coaching 85

Coaching Employee engagement Personalization Accountability 85

CX Global Media

APRIL 27, 2017

However the use of gamification tools in employee experience and performance has really just begun to emerge. For decades contact centers have explored ways to turn the tide of low employee engagement and low morale. The post Brett Brosseau shares insight into Call Center Gamification appeared first on Call Center Coach.

Gamification 227

Gamification Call Center Morale Contact Center 227

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

Callminer

JULY 23, 2019

Providing accurate, real-time, and consistent feedback plays an important role in employee engagement , which in turn improves employee satisfaction and motivates agents to provide excellent customer service. Others are from training and leadership professionals, experts in the area of training and coaching employees.

Best practices 140

Best practices Feedback Call Center Coaching 140

Customer Relationship Metrics

NOVEMBER 4, 2016

Justin Robbins Contact Center & Conference interview takes me back to kindergarten – Click to Tweet. Justin Robbins of ICMI spoke about the three themes for the Contact Center Demo & Conference (CCDemo) meeting in Dallas, in his interview with our Jim Rembach , that fit into the veterans’ view of the industry.

Employee engagement 55

Employee engagement Coaching Analytics Contact Center 55

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. Call center training is important because it’s part of your customer service plan – and part of a strong employee engagement plan.

Call Center 141

Call Center Contact Center Coaching Gamification 141

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. It’s one of the 7 Keys to Contact Center Employee Engagement and it’s one big key of success for an onsite massage program.

Agent burnout 192

Agent burnout Contact Center Morale Call Center 192

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

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. Her clients have won industry awards, raised customer satisfaction scores, and increased employee engagement. She helps leaders and teams make subtle shifts to create breakthrough success for customers.

Customer Service 287

Customer Service Airlines Best practices Consulting 287

Integrity Solutions

JULY 25, 2023

There’s typically a lack of structure when it comes to learning (often a one-and-done) or ability to share institutional knowledge, mentor and coach people to reinforce and model the behaviors they want customers to see. And likewise, we don’t want our employees to feel badly about what they’re doing.

Banking 75

Banking Coaching Sales Employee engagement 75

CX Global Media

FEBRUARY 26, 2019

The Contact Center Virtual Summit is a 3-week contact center event and the world’s largest virtual contact center conference. CALL FOR SPEAKERS – The world’s largest virtual contact center conference. How Coca-Cola® Adds Life to Contact Center Employee Engagement. – Click to Tweet. – Click to Tweet.

Contact Center 56

Contact Center Coaching Employee engagement Call Center 56

Call Experts

DECEMBER 28, 2018

Compensation is not the only way to keep employees happy with their job. . Secure more return for your brand by improving employee engagement, and use the culture of your organization to drive customer satisfaction. Be strategic about how to make your employees feel a sense of purpose. Summer HR Conferences.

outsourcing 56

outsourcing Call Center Answering services Employee engagement 56

Call Experts

JUNE 5, 2019

If you want your employees to meet your expectations, it is crucial to help them understand their responsibilities. If they are having trouble handling their work, provide additional assistance, continued education, and career coaching to improve their skills. Employee experiences are connected to customer experiences.

Customer Experience 60

Customer Experience outsourcing Call Center Answering services 60

BlueOcean

JULY 20, 2023

In the olden days (pre-2020,) vendor meetings frequently involved calling into a conference line. You want to be able to see your vendor’s offices, meet their entire leadership team, chat with frontline agents and coaches, and get a sense of the team dynamic and overall company culture. Does it align with your own?

outsourcing 117

outsourcing Contact Center Personalization contact center solutions 117

Noble Systems

OCTOBER 25, 2017

On October 25th at the Annual CallMiner LISTEN2017 User Conference, Fidotrack Gamification, the award-winning employee engagement platform for Collections, Sales and Customer Support Organizations announced their latest release; a Gamified Learning Management System. About Fidotrack, LLC. .

Gamification 40

Gamification Call Center Management Coaching 40

Call Experts

DECEMBER 12, 2019

Our team listens and coaches so that our Experts can focus on picking up customer calls quickly and with high quality in all engagements. 6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences. Employee engagement trends that lead to company growth!

Contact Center 69

Contact Center Wait times Journey mapping Interactive Voice Response 69

ChurnZero

MAY 20, 2022

The webinar’s Q&A session uncovered a ton of tips and insights, including how to increase domain expertise, gauge employee engagement, and strengthen leadership skills beyond certifications. You’re basically coaching others. Peter Armaly answers your Customer Success career path questions.

Banking 98

Banking Finance Coaching Employee engagement 98

COPC

MARCH 11, 2022

Explore emerging ways to create candidate interest & employee retention with Rick Zayas, COPC VP, in a pre-conference workshop at Execs In The Know’s Customer Response Summit (CSR) in Clearwater, Florida, on March 28, 2022. Key drivers affecting labor markets. Best practices & approaches to reinvent labor policies.

Contact Center 87

Contact Center Customer Support outsourcing Marketing 87

SharpenCX

JUNE 16, 2021

It shapes employee engagement and retention , it affects the perception prospective hires have about your company. And for call centers, which are plagued by some unfortunate statistics ( 74% of call center agents are at risk of burnout and there’s an average turnover rate as high as 30-45% ) employee retention should be top of mind.

Call Center 67

Call Center Education Coaching Construction 67

Call Experts

SEPTEMBER 18, 2019

The training continues with 3 weeks of on the job coaching, Quality Assurance monitoring, and regular feedback sessions with their trainers and leadership. Once completed, we provide a monthly continued education curriculum focused on areas like: providing impactful coaching. 6 Key Benefits of Employee Call Off Lines.

Calibration 40

Calibration Coaching Call Center outsourcing 40

Calabrio

OCTOBER 19, 2022

Since the weather postponed travel, our team added a half day to the conference. Using technology to identify performance coaching opportunities. Contact center leaders need to find ways to strengthen employee engagement and growth for remote and in-office agents. Greater work-life balance. million annually.

Contact Center 59

Contact Center Analytics Coaching Transportation 59

CSM Magazine

DECEMBER 14, 2017

The winners will be announced at the Gala dinner on April 24th at the close of the annual Customer Strategy & Planning conference organized by The Forum. All customer professionals will learn a huge amount from seeing their conference presentations in April and the Best Practice Site Visits in the summer”.

Best practices 40

Best practices Banking Coaching Analytics 40

CSM Magazine

JANUARY 20, 2020

The excellent managers adhere to this quote by Pat Riley, President of the Miami Heat: “A coach must keep everyone on the team in touch with present-moment realities- -knowing where they stand, knowing where they’re falling short of their potential, and knowing it openly and fairly.”. This means LOOK OUT! How do you think we can improve?”.

Management 52

Management Coaching Morale Employee engagement 52

24-7 InTouch

APRIL 3, 2020

Communication : A successful WFH model involves clear communication of instructions and methodologies to ensure agents are receiving coaching and personal interactions that they would experience at our campuses. It also includes one-on-one coaching with leadership staff via video conference.

At home agents 52

At home agents Contact Center Coaching Morale 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. Employee Engagement Trends of 2019 featuring nGuvu. Zeroing in on Ideal Coaching Moments with Speech Analytics featuring Vivint.

Contact Center 28

Contact Center Telecommunications Analytics Employee engagement 28

Russel Lolacher

FEBRUARY 13, 2023

In this episode of Relationships at Work, Russel chats with personal branding strategist Ana Lokotkova on how defining who you are in the workplace will help you standout and improve your employee experience. And here’s why she is awesome. She’s a speaker, she’s a YouTube video creator. And this presentation was done here.

Personalization 98

Personalization Coaching Education Marketing 98

Russel Lolacher

MARCH 13, 2023

Because if we go to conferences, we go to conferences, we get fired up, these are great ideas, then you go back to your office, and you don’t do any of them. And again, if you’re a basketball coach, you want to be a dominant basketball coach, while the game is being played. It’s all about mindset.

Government 98

Government Management Employee engagement Coaching 98

Russel Lolacher

SEPTEMBER 27, 2022

When I first became a Support Manager, we used to do these remote trainings all over the country, like we would go to a conference or something. So one of my first early tasks was, all of our support team was going to go to this national conference in Chicago. The next day, it was very ambitious.

Personalization 52

Personalization Feedback Coaching Employee engagement 52

Calabrio

OCTOBER 15, 2019

We’re all about our customers, and we judge ourselves by our ability to add tangible business value to their contact centers around the world, from easily managing soaring inbound volumes across multiple communication channels to leveraging new levels of customer experience intelligence to drive deeper engagement with customers.

Agent Empowerment 16

Agent Empowerment Technical Support Analytics Gamification 16

Verint

JUNE 1, 2017

CRMXchange QA & Analytics Virtual Conference. June 5-8; Online Webinar. Verint’s Kristyn Emenecker, global vice president, product strategy group, will present “Quality Is a Contact Sport: Human Intelligence in an Artificial Intelligence World” on June 5 at 2 p.m.

Analytics 30

Analytics Employee engagement Coaching Feedback 30

CX Global Media

JULY 9, 2019

If you seek to make a great impact in employee engagement, this is one place where you’d want to invest in increasing your knowledge. Many organizations attempt to focus on the customer experience while neglecting to focus on their own employee experience. On-boarding is your employee launching point. Please Share.

Contact Center 120

Contact Center Chief Customer Officer Employee engagement Call Center 120

Netomi

JANUARY 5, 2022

Adrian is also a best-selling author, Forbes contributor, blogger & podcaster, frequent conference speaker, panel participant, and Chari. Colin is an accomplished keynote conference speaker who can inspire organizations to focus on their Customers. Follow Adrian on Social Media: Twitter: Adrian Swinscoe (@adrianswinscoe).

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Russel Lolacher

FEBRUARY 20, 2023

Conference for his contributions to education. conference for his contributions to education. He is a board member for the National Association of Workforce Development Professionals and was awarded the 2022 Outstanding Leadership Award by the Education 2.0 Welcome to the show, Josh. Josh Davies Thank you very much.

Education 52

Education Personalization Employee engagement Coaching 52

JustCall

APRIL 5, 2023

Five9 has additional features like customizable templates, data visualization, and employee coaching tools. Global conferencing – Global dial-in so teams from any location can be added to conference calls. Call masking – Temporary phone numbers protect agents and callers.

voip 52

voip Interactive Voice Response APIs Contact Center 52

Russel Lolacher

MAY 1, 2022

In this episode of Relationships at Work, Russel chats with author, speaker, coach and award-winning entrepreneur Vicki McLeod on speaking well in the workplace, either in-person or through technology. How speaking well helps employee engagement. How can that help employee engagement? Introversion vs extroversion.

Employee engagement 52

Employee engagement Personalization Management Scripts 52