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

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

MAY 12, 2022

A European insurer uses AI to use the data and the feedback to determine the next best action. The insurance company uses AI to understand the sentiment along with acoustic analysis and then coaches agents on where to take that interaction and help that customer. So, What Should You DO about This? So, what’s the takeaway?

Contact Center 195

Contact Center Analytics First call resolution Consulting 195

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. Without frequent feedback and training, your agents can feel insecure about their performance. Find technology that restores team performance and productivity.

Contact Center 128

Contact Center Technology Coaching Cloud contact 128

CSM Magazine

MARCH 10, 2025

Regular refresher courses, integration into onboarding processes, coaching sessions, and feedback loops help maintain consistency over time. Respond to Negative Feedback Thoughtfully: Even in difficult communications, use your brands tone guide to maintain composure and professionalism.

Customer Experience 52

Customer Experience Engineering Coaching Feedback 52

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

Fonolo

MAY 7, 2015

So, why not use them as a means of providing feedback? Connect to Get Honest Agent Feedback. It can often be difficult for call center supervisors to get open and honest feedback about new processes or technology—or even new people. Coach and Teach, Don’t Preach. Talk to Your Support Agents.

Call Center 126

Call Center Management Contact Center Coaching 126

Taylor Reach Group

DECEMBER 7, 2018

This post is based on a presentation I gave recently at a contact center conference. This is reflected in lower FCR, longer calls, the need for more coaching and QA resource support, and of course they achieve lower CSAT and NPS scores, costing the organization customers. Improving coaching processes. Creating mentor programs.

Coaching 120

Coaching Contact Center Calibration outsourcing 120

ProProfs Blog

MAY 6, 2020

The best ways to motivate your remote team are: Have video collaborations instead of conference calls. Use coaching and feedback for employee development. Takeaway: Multitasking during a video conference can affect the productivity of your employees. Regularly share positive feedback. So, what to do?

Management 162

Management Customer Service Best practices Entertainment 162

BetterXperience

DECEMBER 24, 2015

I was on one of those dreaded calibration calls with an external client — you know, that conference call where you randomly listen to a phone call from a customer and critique how well the representative did. This skill is imparted via coaching and not training. Make it your goal to shorten training and increase coaching.

Coaching 91

Coaching Calibration Feedback Personalization 91

ChurnZero

APRIL 22, 2022

We’re a partner and a coach. Our CS team collects, reviews and follows up on every piece of customer feedback, whether positive or negative. We want you to know that you’re heard, and that your feedback counts. That means that our CS team takes a different approach—and it’s one that ChurnZero’s customers love. It takes a team.

Feedback 98

Feedback Coaching Best practices Customer Experience 98

SharpenCX

DECEMBER 2, 2020

How can we improve your training and coaching? How to upskill your agents with frequent coaching and better metrics. Coach often and use tangible data to support your conversations. . And, come prepared with actionable and relevant feedback for each agent. Can you easily transfer calls if you need to escalate?

Call Center 128

Call Center Customer Service Contact Center Metrics 128

TechSee

AUGUST 14, 2023

We received overwhelmingly positive feedback last year, so we’re back with another edition – this time even bigger and better! In addition, he is also a best-selling author, Forbes contributor, blogger & podcaster, and frequent conference speaker.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

FreshGrade

APRIL 16, 2019

She worked with her coach, perhaps for several years. The judge or her coach? The coach, of course. What is the purpose of the coach’s ongoing assessment? To provide feedback to help her excel. What “language” does the coach use to communicate with the skater during practice? Rubric level?

Coaching 58

Coaching Benchmark Education Feedback 58

SharpenCX

FEBRUARY 18, 2020

Download Now: Grow your management and coaching techniques with 29 key takeaways from your call center manager playbook. To coach your agents towards growth, you have to know what they’re shooting for. A Good Coach. To be successful, you need to build a coaching culture to inspire your agents. What are your goals?

Call Center 84

Call Center Coaching Management Contact Center 84

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 85

Sales Coaching Calibration B2B 85

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). Advisor feedback has been highly positive, attrition has dropped, and nearly 1,800 more productive hours each week have been gained.

Analytics 52

Analytics Interactive Voice Response Average Handle Time Employee engagement 52

Fonolo

MARCH 28, 2023

Monitoring customer satisfaction levels: A customer experience manager will evaluate feedback and monitor trends. Providing training and coaching: Training and coaching call center agents is an important part of the job. You’ll also need data analysis, project management, and customer feedback analysis skills.

Customer Experience 81

Customer Experience Management Contact Center Call Center 81

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

CX Journey

NOVEMBER 18, 2014

When we ask customers for feedback, it''s imperative that we make the most of that conversation. We can''t coach our employees if we don''t know what to coach them on, nor can we praise and recognize without knowing what or why. In order to do that, we must first optimize how we are listening. What do I mean by that?

Surveys 64

Surveys Coaching Feedback Metrics 64

SharpenCX

AUGUST 11, 2020

Generally, companies will set an annual budget for each employee to spend on things like courses, conferences, certifications, etc. Coach agents on an ongoing basis. Ongoing coaching. Ongoing coaching done right. Don’t wait until your quarterly performance review to share feedback with your agents.

Customer Service 67

Customer Service Coaching Education Construction 67

SharpenCX

MARCH 18, 2020

Use video conferencing for coaching sessions and team meetings. Hop on a video call for your 1:1 coaching sessions, too. Being present with your agents and letting them see your expressions as you share feedback is crucial to keeping communication crystal clear. At best, those lines become blurred.

Call Center 94

Call Center Morale Coaching Cloud contact 94

CX Journey

MARCH 3, 2015

Promising is the fact that Jim did mention the member, member feedback, and the member experience in the earnings call. And I''m a bit skeptical when someone (their CFO) says: We are getting excellent feedback on the product, as Jim mentioned 90% really like it. I don''t think there''s a concerted effort there.

Advertising 67

Advertising Coaching Feedback Customer retention 67

Outsource Consultants

FEBRUARY 22, 2025

Many successful companies conduct regular video conferences between onshore and offshore teams to foster personal connections and cultural understanding. Implement Continuous Feedback Loops Regular feedback helps fine-tune performance and address challenges proactively.

Call Center 67

Call Center Average Handle Time outsourcing First call resolution 67

Integrity Solutions

JULY 26, 2019

From an operational point of view, the concerns were largely related to managers’ inability to move the needle on results or coach effectively, as well as the continuous cycle of agent turnover and the time it takes to get agents ready to interact with customers. Get started with this action plan , based on our research study on coaching.

Coaching 64

Coaching Scripts Contact Center Call Center 64

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

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. Here, too, leadership skills like emotional intelligence, empathy and coaching will be essential.

Coaching 82

Coaching Employee engagement Personalization Accountability 82

Amity

OCTOBER 31, 2016

Almost immediately, we started to scale the team to enable us to be more proactive to ensure we were able to do all the things that Customer Success does best: onboarding, coaching, renewals, upsell, support, and services. We made the decision to split the team into onboarding, coaching, support, and eventually, to add a services component.

Coaching 0

Coaching Upselling Engineering Marketing 0

RapportBoost

OCTOBER 7, 2018

– Company CEO Tony Medrano to discuss how contact centers can leverage agent feedback, training platforms to drive agent performance, turn contact centers into profit centers – Los Angeles, CA. Enable coaching agents by your managers to be more objective, scalable and fun. to 12:50 p.m. to 12:50 p.m. 10 – 11.

Average Handle Time 63

Average Handle Time Contact Center Coaching Feedback 63

Call Experts

JUNE 5, 2019

Use regular reviews and managerial feedback to address concerns and follow-up on career path planning. If they are having trouble handling their work, provide additional assistance, continued education, and career coaching to improve their skills. Summer Conferences for Medical Professionals and Equipment Providers. Take Pride.

Customer Experience 60

Customer Experience outsourcing Call Center Answering services 60

delighted

MAY 24, 2017

They can amplify your strengths, drive referrals, coach new users, and even help guide the product roadmap. Solicit feedback on upcoming products. They’ll often provide rich actionable feedback and criticism that comes from a supportive and knowledgeable place. Reach out to them. Loyal customers like to be acknowledged.

B2B 74

B2B Feedback Coaching Enterprise 74

Call Experts

DECEMBER 28, 2018

Running professional and personal growth programs can help you measure performance, offer feedback, recognize efforts and make your team feel valued. Continued education training, mentoring and coaching programs also help your team feel more respected and supported. Summer Conferences for Medical Professionals and Equipment Providers.

outsourcing 56

outsourcing Call Center Answering services Employee engagement 56

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

Fonolo

JANUARY 14, 2020

Here, Jeannie gives her thoughts on the latest industry news, strategies and tactics to improve your customer journey, and round-ups of the conferences and events she attends. . Nice Reply is a nifty little feedback gathering software with a fun, interesting, and beautifully-designed blog. Kate Nasser. Nice Reply.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

ChurnZero

APRIL 1, 2022

“You’re not alone,” says Sharon Winterton , vice president of Customer Success at Catalina Marketing during her session “ Battling imposter syndrome in Customer Success ” at BIG RYG, ChurnZero’s annual Customer Success conference. One executive coach even named the nag inside her head to make it easier to talk back. “I

Journey mapping 98

Journey mapping Coaching Morale Feedback 98

Contact Center Geek

MARCH 22, 2019

Feedback has one purpose: to encourage effective behavior in the future. At my first Manager Tools Effective Manager conference, they asked the 100 attendees to raise our hand if we wished our manager gave us more feedback. Next, we were asked to raise our hand if we believed that our direct reports got enough feedback from us.

Management 48

Management Coaching Contact Center Schedule adherence 48

Hodusoft

JULY 19, 2023

Call Monitoring and Whisper Coaching: Managers or supervisors can listen to live calls to monitor agent performance and provide real-time guidance through Whisper Coaching. Get feedback from agents and customers to identify pain points and opportunities for improvement.

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98