ShepHyken

JUNE 19, 2018

Color Your Customers’ World. How can you create strong customer loyalty while staying inspired? 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. ?.

Construction 192

Construction Coaching Employee engagement Feedback 192

SharpenCX

MAY 26, 2020

The world is changing, and customers run the show. Organizations must wake up to the truth of the matter — remarkable customer service is a competitive advantage. Now, 89% of businesses compete on the customer experience they deliver — not just through the initial sale. Coaching on the Fly. Think about it.

Contact Center 128

Contact Center Coaching Customer Service Customer Experience 128

OctopusTech

JANUARY 20, 2025

Quality assurance practices have become an essential part of businesses as they strive to deliver exceptional customer experience. For call centers, it means ensuring that the agents are meeting certain standards and providing a great experience to the customers.

Call Center 62

Call Center Scripts Benchmark Average Handle Time 62

SharpenCX

MAY 11, 2021

Every profession needs good coaching. Without great coaching, you don’t have a team. As a manager, it’s up to you to coach your individual agents into a team that helps customers. Each of your agents needs 1:1 coaching and each needs different care. The first step to coaching is to define your team’s goal.

Coaching 67

Coaching Call Center Customer Experience Feedback 67

Fonolo

JULY 27, 2021

FCR measures the percentage of customer queries that are resolved within the first interaction. If customers need to reach out multiple times to resolve a single issue, you likely have a low FCR rate. Not only does a high FCR improve customer experience, but it also indicates high efficiency in your agents.

Call Center 142

Call Center Abandon rate First call resolution Construction 142

TeleDirect

MARCH 13, 2025

Improves Customer Satisfaction Well-trained agents handle calls more effectively, leading to higher satisfaction rates. Creates a more personalized customer experience. Increases Agent Confidence and Efficiency Training ensures agents are well-equipped to handle various customer scenarios.

Best practices 62

Best practices Call Center Customer Service Average Handle Time 62

CX Global Media

JULY 17, 2018

This contact center supervisor “stuff” has become too complicated to leave to chance — particularly if you are trying to have a positive employee and customer experience. Make no mistake, Call Center Coach is not only the name of our business — it’s an industry need. Click to Tweet ). Click to Tweet ). Communities of Practice.

Contact Center 179

Contact Center Coaching Construction Call Center 179

CX Global Media

OCTOBER 16, 2017

Very few people that are responsible for the designing the customer experience have experience with chatbot technology. After all, they own the customer experience and chatbots directly impact it. Ask yourself, “Is IT our customer experience domain experts?” Learning omission/poor.

Chatbots 166

Chatbots Construction Customer effort Coaching 166

Calabrio

JANUARY 17, 2025

Today, as businesses increasingly recognize the strategic importance of customer experience, contact centers play a critical role in shaping brand perceptions, fostering loyalty, and driving business success. Training and Development: Coaching new hires and supporting existing employees in refining their skills.

Contact Center 52

Contact Center Coaching Construction Analytics 52

TeleDirect

MARCH 20, 2025

Performance Feedback and Coaching Once audits are completed, share results with agents to provide constructive feedback. Benefits of Maintaining High QA Standards Enhanced Customer Experience: Deliver consistent and positive interactions. Improved Agent Performance: Provide targeted training and constructive feedback.

Best practices 62

Best practices Calibration Average Handle Time First call resolution 62

Calabrio

MARCH 11, 2025

Workforce Management 9 Contact Center Quality Assurance Best Practices: Modernize Your Approach, Optimize Your Performance Share Even as AI enters the picture, the human interaction between agent and customer is, and will remain, at the core of customer service operations.

Best practices 52

Best practices Contact Center Chatbots Call Center 52

Calabrio

APRIL 11, 2025

trillion in global sales are at risk in 2025 due to one thing: bad customer experiences. To drive customer loyalty and sustain success, contact centers must keep up with customers consistently rising expectations. The stakes have never been higher. Recent estimates suggest that a staggering $3.8

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

SharpenCX

AUGUST 4, 2021

When businesses focus on improving their customer experience and service strategy, they can see up to an 80% increase in revenue. . As a customer service manager, you know how critical it is to deliver the best customer experience. But, over time, your once-polished customer service strategy grows stale.

Customer Service 128

Customer Service Coaching Contact Center Interactive Voice Response 128

Quality Contact Solutions

JUNE 24, 2021

Given this, call centers are also in a desirable position to help impact their customers’ experience. Here are five areas call center services providers and those companies who use call centers need to evaluate to elevate the customer experience. A single customer service misstep can cause customers to leave.

Call Center 89

Call Center Customer Experience Telemarketing Best practices 89

Callminer

SEPTEMBER 7, 2017

Customers value their time, and so an understanding of what they are experiencing when they call in is the first step to making them happy and improving overall customer satisfaction. Average Speed of Answer & The Customer Experience. However, it’s not enough to simply take an average.

Call Center 140

Call Center Interactive Voice Response Abandon rate Average Handle Time 140

Nicereply

JUNE 20, 2023

Recruiting a customer experience talent is always a challenge. Recruiting top Customer Experience talent has added complexities because these hires likely impact customers directly. All experience is not equal, and when designing a job description, you should consider those profile details.

Customer Experience 86

Customer Experience SaaS Construction Morale 86

Real Blue Sky

NOVEMBER 25, 2024

Emotional Agility Series – Part 2: Cultivation Cultivate Emotional Agility in the Customer Experience Reflecting on my own experience from Part 1 of this series—where I encountered a front desk manager who lacked emotional agility—it became clear how a single failure to manage emotions can impact the perception of a brand.

Construction 52

Construction Morale Feedback Coaching 52

PeopleMetrics

FEBRUARY 25, 2025

When it comes to customer experience, most businesses focus on what happens after someone becomes a customer. But for B2B companies and high-end B2C businesses, the experience starts long before a contract is signed.

B2B 62

B2B B2C Sales Construction 62

Calabrio

MARCH 7, 2025

Ineffective Coaching and Training: Insufficient training and development opportunities can hinder agent performance and job satisfaction. Regularly check in with new hires, offer support, and provide constructive feedback during the initial onboarding period. Listen to your customers! Provide early engagement and feedback.

Call Center 52

Call Center Benchmark Contact Center Gamification 52

CX Global Media

JULY 17, 2018

This contact center supervisor “stuff” has become too complicated to leave to chance — particularly if you are trying to have a positive employee and customer experience. Make no mistake, Call Center Coach is not only the name of our business — it’s an industry need. Click to Tweet ). Click to Tweet ). Communities of Practice.

Contact Center 136

Contact Center Coaching Construction Call Center 136

JustCall

MARCH 22, 2022

It involves continuous efforts to coach and better sales teams. Sales coaching plays a key role in raising a high-performing team of sales representatives. But statistics show that with excellent sales coaching, sales teams can attain 91% attainment of sales quota. So, are you tapping into coaching for your sales reps?

Coaching 52

Coaching Sales Scripts Construction 52

Netomi

JANUARY 5, 2022

This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Can I Work a Customer Service Job from Home? Adrian Swinscoe.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

SharpenCX

SEPTEMBER 1, 2021

Along with this question, prompt agents to explain how they’d contribute to your company’s customer experience mission. Have you ever received negative feedback from a customer? It’s likely that every agent will get constructive or negative feedback from a customer, from a peer, or from you at some point.

Call Center 128

Call Center Coaching Contact Center Feedback 128

Fonolo

SEPTEMBER 10, 2020

This allows you to coach and train your agents to provide the best customer experience possible, no matter what challenges come their way. We’ve put together some common customer personas that may sound familiar to you and your team, along with some tips on how to best support them! The Negative Customer.

Call Center 125

Call Center Construction Feedback Contact Center 125

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. While there is certainly no perfect culture, there are those environments that give life to customer experience work, and those that make it nearly impossible. Stage One, The Gate.

Customer centricity 182

Customer centricity Construction Technical Support Coaching 182

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. While there is certainly no perfect culture, there are those environments that give life to customer experience work, and those that make it nearly impossible. Stage One, The Gate.

Customer centricity 182

Customer centricity Construction Technical Support Coaching 182

JustCall

MARCH 9, 2023

Deploying the services of an artificial intelligence coach is a thing now. Organizations are using an AI call coach for sales reps looking to improve their job skills and enhance their training. In fact, middle-ranked agents are incrementally benefiting from an AI coach to improve their performance.

Coaching 52

Coaching Call Center Construction Best practices 52

NICE inContact

AUGUST 1, 2017

Do they look for any excuse to reschedule your 1:1s or coaching sessions? If you seem confused by this behavior, it may be time to look at your coaching and engagement style to help enhance your contact center performance. Thus, it’s not surprising to see this behavior in coaching and management as well.

Coaching 49

Coaching Contact Center Construction Gamification 49

360Connext

AUGUST 14, 2017

Have you ever lived through a major renovation project or lived through construction of a house or condo? Customer experience can be a lot like this! There are some big things, but within the customer journey there can be a crazy amount of small things. inch tile becomes exhausting. Broken tile in corner of hallway.

Real estate 77

Real estate Construction Automotive Coaching 77

SharpenCX

FEBRUARY 24, 2023

Banks have long been struggling to keep up with digital customer experience expectations. It’s time for banks to take their customer experience to the next level. Let’s dive into 4 ways banks can hyperpersonalize customer experiences at scale. faster than their competitors.

Banking 76

Banking Personalization Customer Experience Chatbots 76

Fonolo

JUNE 9, 2020

Is your contact center providing the best customer experience possible? After all, these are the people who connect with dozens of your customers each day and support them with any issues or challenges they may have. Gathering feedback from customers has become an industry standard for contact centers. Occupancy Rate.

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

Calabrio

DECEMBER 10, 2020

It’s also an opportunity to focus on the customer experience and ‘people’ skills that help agents connect with customers and exceed expectations. With bots picking up the slack, agents can take time with customers and even personalize service as appropriate. It’s difficult to keep lower-skilled, unmotivated staff engaged.

Coaching 52

Coaching Contact Center Construction Self service 52

Tenfold - Contact Center Blog

AUGUST 10, 2018

Without leaders to evangelize and ensure customer centricity, efforts to improve customer experience and do without the company-centric practices of old would be at best mediocre. . Companies with well-executed CX strategies, well-loved by their loyal customers, are those with dedicated CX leaders.

Customer Experience 62

Customer Experience Customer centricity Employee engagement Coaching 62

Expivia

MARCH 1, 2022

By doing this, customers will perceive them as knowledgeable and trust them to resolve their concerns. This leads to a better customer experience overall. During coaching sessions , use case scenarios and practical demonstrations to illustrate your points. Provide Constructive Feedback.

Education 98

Education Call Center Construction Feedback 98

SharpenCX

JULY 21, 2020

Build a better customer experience by coaching your agents to success. Customer satisfaction doesn’t equate to customer loyalty. You could have a perfectly good experience somewhere and still choose another brand. Delighting customers only goes so far. We call this an omnichannel customer experience.

Customer Experience 67

Customer Experience Construction Interactive Voice Response Contact Center 67

SharpenCX

MAY 19, 2020

more likely to feel extremely empowered to resolve customer issues. The Better your Agent Experience, the Better your Customer Experience. Considering Josh’s experience at his job, it’s clear what would have helped retain him. And, just think how much happier this will make your customers!

Contact Center 128

Contact Center Brand ambassadors Coaching Metrics 128

Customer Service Life

AUGUST 22, 2019

Have we lost sight of something when it comes to asking our customers for feedback and gauging what’s truly important in the customer experience? Let’s first look at the three most popular customer survey metrics and how they’re measured and then I’ll share a way to approach the results more holistically.

Contact Center 107

Contact Center Metrics Surveys Coaching 107