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

ShepHyken

MARCH 6, 2020

This week we feature an article by Patricia Fripp, executive speech coach and sales presentation skills trainer. As the late great radio personality Paul Harvey said when we spoke at a convention in Las Vegas, “For a company’s advertising strategy to work, it has to be handled corporately and also individually.”.

Customer Service 156

Customer Service Coaching Advertising Scripts 156

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

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. ?. Quotes: “When you have a happy customer, that person is six times more likely to choose other things your company does.” – Marilyn Suttle.

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

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

Nicereply

MARCH 23, 2021

We’ve linked each person to their Twitter feed so you can follow them. 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. You can find his past work on his personal website.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

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. >> What’s more?

Contact Center 128

Contact Center Technology Coaching Analytics 128

Beyond Philosophy

JANUARY 28, 2015

Expectations are important to meet (and ideally exceed), particularly when this is the person who decides if whether you stay or go at an organization. I would argue you should never be this person whether it’s your first 90 days or not! Personally, I value people who challenge me in a positive way… this means not just saying “Yes!”

Customer emotions 366

Customer emotions Customer centricity Consulting Consulting 366

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. A negative view can become self-perpetuating, putting the person at risk of falling further behind. Managers have to know the concepts, believe their people will benefit and provide supportive coaching.

Sales 86

Sales Coaching Calibration B2B 86

ShepHyken

FEBRUARY 9, 2018

Positive body language – A person slouching their way through the store, with a sour or surly facial expression doesn’t look approachable. Web Conference Software – This tool allows you to give product demos, connect with people anywhere, record conversations, and share screens.

Customer Service 403

Customer Service Morale Sales Coaching 403

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

SharpenCX

JUNE 12, 2023

Now, as corporations move to permanent remote and hybrid work models, it may seem difficult to keep your team as connected and productive as they are in person. The Era of Remote Work In-person contact center teams have slowly crept back to the office since the pandemic. How do you improve the remote agent work experience?

Coaching 67

Coaching Morale Contact center software Call Center 67

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

Beyond Philosophy

NOVEMBER 11, 2014

“ Duhigg goes on to say that understanding consumers’ shopping habits and personal habits for marketing is a priority despite the fact that most of us are hardly aware of those patterns ourselves. Charles Duhigg is a staff writer for The Times and author of “ The Power of Habit: Why We Do What We Do in Life and Business. ”

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

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

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 85

Coaching Employee engagement Personalization Accountability 85

Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. Customer service is about finding a balance between efficiency and personalization…”.

Call Center 182

Call Center Management Scripts Coaching 182

CX Global Media

JULY 20, 2017

When it comes to complex issues, consumers prefer personalized service from humans that are more knowledgeable and creative in problem-solving. And they often do not understand what they need to do personally to make that happen. That type of career coaching is not taught at home or in school.

Contact Center 136

Contact Center Coaching Morale Call Center 136

CSM Magazine

AUGUST 31, 2023

Provide training and coaching: Regular training and coaching can help agents improve their skills and knowledge, which can help them handle calls more efficiently. Personalization A personalized experience is one of the best ways to enhance customer experience through inbound call centers.

Call Center 52

Call Center Customer Experience Upselling Scripts 52

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

BlueOcean

JULY 20, 2023

Where once, there would have been most likely one, if not two, in-person sessions before a client and new partner inked a deal, these days, organizations are leaning more and more on virtual presentations and leaving in-person meetings until the absolute end of the process or foregoing them altogether. Does it align with your own?

outsourcing 117

outsourcing Contact Center Personalization contact center solutions 117

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

Call Center Weekly

OCTOBER 5, 2018

Core Values - The fundamental beliefs of a person or organization. After a visitor spends a day within your company, they should be able to look at your Core Values statement and they are evident by how the company and staff operate as a whole and were apparent and displayed in their own personal experience.

Customer Experience 143

Customer Experience Coaching B2B Personalization 143

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. Communication is critical for achieving both personal and sales goals. Suttle says one company had a voice mail message that said the person was “continuously checking messages throughout the day.”

Customer Service 287

Customer Service Airlines Best practices Consulting 287

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

Integrity Solutions

SEPTEMBER 22, 2020

They may decide that they don’t need as many reps coming by so frequently, or that they want to limit in-person meetings. And that means salespeople need to sharpen their virtual selling skills now so they can be as comfortable and confident building relationships with customers through technology as they are in person.

Healthcare 94

Healthcare Sales Coaching Technology 94

SharpenCX

AUGUST 11, 2020

An education budget is a benefit that employers give to their employees that’s focused on personal development. 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. Effective feedback.

Customer Service 67

Customer Service Coaching Education Construction 67

CSM Magazine

OCTOBER 18, 2022

I had the privilege of attending Calabrio Customer Connect (C3), our annual customer conference, in September. C3 2022 saw hundreds of in-person and virtual attendees at dozens of sessions, ask the experts consultations, solutions expos, and a variety of networking opportunities. About Calabrio.

Customer Service 52

Customer Service SaaS Customer centricity Coaching 52

Call Center Weekly

MAY 10, 2018

Each person who walked through those doors was unique, each had his history, his story, his baggage. You can make a difference in a person's life with the briefest interaction. Remember that if you treat the person respectfully, you will earn an advocate to help you resolve any issues. Connect: LinkedIn.

Consulting 134

Consulting Consulting Coaching Education 134

Integrity Solutions

JUNE 10, 2024

It’s the very reason the sales person is so vital to the sales equation. In fact, these behaviors are all clues to how the person prefers to communicate. Doing so builds trust, puts the other person at ease, gets them more engaged in the conversation and allows them to buy in the way they want to buy.

Sales 109

Sales Scripts Personalization Coaching 109

Hodusoft

JULY 19, 2023

Features such as automatic call distribution , IVR, and CRM integration make call routing more efficient, enable personalized communications, and give agents access to customer data which results in faster resolution to inquiries and improved customer satisfaction.

call center software 98

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

CSM Magazine

OCTOBER 18, 2022

I had the privilege of attending Calabrio Customer Connect (C3), our annual customer conference, in September. C3 2022 saw hundreds of in-person and virtual attendees at dozens of sessions, ask the experts consultations, solutions expos, and a variety of networking opportunities. About Calabrio.

Customer Service 52

Customer Service SaaS Customer centricity Coaching 52

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.). I mean, yes, it could be an issue for one person on a random Tuesday, but let’s get the product out there for everyone else! Coping with Uncertainty in Business.

Management 359

Management Consulting Consulting Benchmark 359

TeamSupport

OCTOBER 14, 2020

Let’s revisit an excerpt from an interview we did with Mike Caracalas , leadership coach, executive consultant, and author of Ten Strategies to Get Better Results with People. These sorts of check-ins might allow the introverts on the team to participate more than they would in person. Don’t be afraid to lighten things up !

Customer Support 98

Customer Support Call Center Coaching Consulting 98

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. It takes a leader who is personally invested in the success of the business, team, and individual employees.

Call Center 84

Call Center Coaching Management Contact Center 84

Integrity Solutions

JULY 25, 2023

While today’s digital, on-demand, anytime world means customers are more likely to have financial relationships with multiple providers and often less likely to engage in face-to-face interactions with their bankers, the expectation for a personal, positive overall customer experience isn’t going away.

Banking 75

Banking Coaching Sales Employee engagement 75