CX Accelerator

MAY 15, 2019

I spent a great time talking travel with Catalina and books with Holly and time quickly runs out before I get to person number three. Jeff explains how Jenny Dempsey, Customer Service Health Coach who is also in the audience, got an anchor tattoo after learning about Jeff’s concept of attitude anchors.

Contact Center 51

Contact Center Customer Service Coaching Education 51

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 399

Customer Service Morale Sales Coaching 399

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

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

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

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

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

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 I really felt like they wanted to add a personal touch. And here’s why she is awesome. In what way?

Personalization 98

Personalization Coaching Education Marketing 98

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

CX Global Media

MAY 24, 2018

During her interview she shared with me her personal journey on making it to this high-mark in her career. The post 8 Vital Lessons from an Award-winning Supervisor appeared first on Call Center Coach. Skills to Develop. 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

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

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

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

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

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. We want to keep this a little on the QT, in that what would be better than to bring that agent together with that person they served and unite them at our event CX19.

Customer Service 209

Customer Service Coaching Call Center Contact Center 209

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

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

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 Cloud contact 128

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

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 127

Chief Customer Officer Coaching Accountability Surveys 127

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

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

CX Global Media

FEBRUARY 12, 2018

The real criminals have no problem getting your customer’s Personally Identifiable Information (PII) and foiling your defenses. She assumes that she’s speaking with the correct person and requests the PII on record. This is an item only one person can have at a time. That’s right. Such as a passport, a key fob, or a phone.

Contact Center 204

Contact Center Interactive Voice Response Average Handle Time Call Center 204

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

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. Every person has a different understanding and perspective of everything in general. Everybody works keeping personal growth in mind. So, what to do?

Management 162

Management Customer Service Best practices Entertainment 162

CX Accelerator

JANUARY 16, 2020

I imagine myself as the customer, asking questions that will help me understand if this person is going to create a great experience for me or not. . As serial entrepreneur (and coach to many other entrepreneurs) Andy Bailey says, “‘A’ players will not play with ‘C’ players for long.”

Customer centricity 182

Customer centricity Construction Technical Support Coaching 182

CX Accelerator

JANUARY 16, 2020

I imagine myself as the customer, asking questions that will help me understand if this person is going to create a great experience for me or not. . As serial entrepreneur (and coach to many other entrepreneurs) Andy Bailey says, “‘A’ players will not play with ‘C’ players for long.”

Customer centricity 182

Customer centricity Construction Technical Support Coaching 182

CX Global Media

JUNE 23, 2018

Having a conversation, like we do in our personal worlds. The post Contact Center Future Shock: Channels May Become Part of Our Past appeared first on Call Center Coach. Even the term suggests there are differences. And there are, but from a customer perspective just being able to communicate fluidly. ” Click to Tweet.

Contact Center 195

Contact Center Customer centricity Self service Strategic Value 195

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

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

GetFeedback

NOVEMBER 23, 2019

And that is the word that we are all anchored to today and at this conference and it is: together.” . According to Benioff, together doesn’t just represent the teamwork of innovation within Salesforce; it incorporates all organizations and persons that are contributing to the evolution and success of the customer experience (CX) industry.

Customer advocacy 19

Customer advocacy Sales Personalization Coaching 19

C3Centricity

SEPTEMBER 12, 2016

I had the privilege of being the keynote speaker at IIEX-Latam in Lima and decided to take time off to visit the country after the conference. You could take the luxury coach service from Puno to Cusco and arrive four hours earlier. Cozy blankets and pillows are provided, together with headphones and a personal entertainment system.

Airlines 133

Airlines Coaching Banking Customer centricity 133

CX Global Media

MAY 25, 2017

This concept is important to personal finance and solution purchases. The post Lassoing the Wild West Contact Center Technology appeared first on Call Center Coach. They find their support tickets do not get cleared, and more. It’s reality. Until you can manage your mind, do not expect to manage money.—Warren Warren Buffet.

Contact Center 185

Contact Center Technology CRM Finance 185

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 85

Sales Coaching Calibration B2B 85

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

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 92

Healthcare Sales Coaching Technology 92

CX Global Media

APRIL 10, 2017

And Pete Jones, CEO of Grypp shared his perspective in our interview at the PACE Conference after my demo of his product. The customer likes you personally : We all go above and beyond for our friends. The post Pete Jones of Grypp Talks Sales and Service Platforms appeared first on Call Center Coach.

Sales 120

Sales Contact Center Customer effort Call Center 120