Myra Golden Media

MAY 30, 2018

A solid coaching and motivation strategy. You’re going to have to coach to develop your people because this is extremely important to Millennials. Coaching and Motivation Strategy. Millennials grew up getting constant praise and feedback from their parents, teachers, coaches, and peers. What are they doing well?

Construction 149

Construction Customer Service Coaching Feedback 149

Integrity Solutions

JUNE 14, 2021

Saying there’s no time for coaching or that someone has already reached their potential are just two of the prominent misconceptions around sales coaching. Whether in sports, in sales or in life, a great coach helps people reach their full potential. Sales Coaching Myths Debunked. Fact: Coaching benefits all performers.

Coaching 104

Coaching Sales Construction Management 104

Myra Golden Media

SEPTEMBER 8, 2017

Give employees constructive feedback on their service interactions. Coach your employees always to be friendly and engaging. Provide quality assurance monitoring of all interactions, giving feedback to employees. Record how-to videos and upload to YouTube and your website. Serve your customers over chat.

Customer Experience 249

Customer Experience Construction Scripts Coaching 249

NICE inContact

SEPTEMBER 15, 2016

As many managers know, there’s an art to delivering constructive feedback to employees. When executed correctly, regular coaching sessions can inspire agents to elevate their performance to new heights. That’s why it’s so important to be as considerate and thoughtful as possible with call center coaching. Leverage Data.

Coaching 87

Coaching Call Center Construction Contact Center 87

JustCall

JULY 29, 2021

It involves a continuous practice of coaching sales teams. In fact, sales coaching plays a role in raising a high-performing team of sales reps. But statistics show that with sales coaching, sales teams are able to attain 91% attainment of sales quota. So, are you tapping into coaching for your sales reps?

Coaching 86

Coaching Sales Scripts Construction 86

Fonolo

JULY 27, 2021

How to provide constructive feedback to your agents. When providing constructive feedback to your agent, make sure they know where it’s coming from. Constructive feedback isn’t always centered around negative feedback or areas for improvement. Offer coaching sessions and mentorship.

Call Center 142

Call Center Abandon rate First call resolution Construction 142

Integrity Solutions

JUNE 23, 2020

Beyond Management 101, Sales Coaching Builds Company Culture. And there’s one specific management responsibility that can unlock all three: coaching. Why Tech Sales Managers Need To Understand Coaching. Yet our own research shows that most sales managers (76% of those surveyed) do little to no coaching at all.

Coaching 80

Coaching Sales Management Employee engagement 80

Fonolo

AUGUST 12, 2021

Give positive and constructive feedback. Create a culture in your call center where both managers and agents feel empowered to offer feedback. Give positive feedback to your agents in public, and offer constructive critiques in private. Offering valuable feedback improves call center agent productivity.

Call Center 148

Call Center Abandon rate Average Handle Time Construction 148

SharpenCX

MAY 26, 2020

With effective and frequent customer service training and coaching. Aside from quarterly summits, make a schedule for more frequent coaching. Give them constructive feedback on how they’re performing day-to-day and as a teammate. Coaching on the Fly. How do you combat those negative experiences from occurring?

Contact Center 128

Contact Center Coaching Customer Service Customer Experience 128

OrecX

JANUARY 29, 2019

Coaching agents at scale is no easy feat. Instead, leaders resort to fly-by coaching, whisper/barge, and the ol’ trusty headset splitter to give agents feedback. This is why asynchronous call coaching is the ideal method for driving agent performance improvement. Step 1: Getting Started with Asynchronous Coaching.

Coaching 61

Coaching Construction Feedback Best practices 61

SharpenCX

AUGUST 4, 2021

Project #1: Consistently Coach and Train your Agents. Implementing consistent coaching and training for your agents is an essential first step in giving your customer service strategy a jump start. Coaching doesn’t only prepare your agents for the new skills they need in the future workforce. Your agents crave your feedback.

Customer Service 128

Customer Service Coaching Contact Center Interactive Voice Response 128

SharpenCX

SEPTEMBER 1, 2021

Have you ever received negative feedback from a customer? What did you do with that feedback? It’s likely that every agent will get constructive or negative feedback from a customer, from a peer, or from you at some point. And, how they react to that feedback is important. ??.

Call Center 128

Call Center Coaching Contact Center Feedback 128

Fonolo

MAY 27, 2021

Employee feedback is critical for businesses who want to understand their employees’ opinions and attitudes towards work, and improve their business policies and processes. You might find that some prefer to identify themselves with their feedback, and they’ll appreciate you giving them the option to choose.

Call Center 136

Call Center Surveys Coaching Best practices 136

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. You can’t use the same coaching techniques universally with your team.

Coaching 67

Coaching Call Center Customer Experience Feedback 67

Balto

SEPTEMBER 12, 2024

Coaching sales teams to excel on calls often requires significant time and resources, plus a fair share of trial and error. To ease this burden, we’ve compiled five of our top coaching strategies for conducting effective sales calls. Personalize sales training and goals A one-size-fits-all approach to sales coaching rarely works.

Coaching 52

Coaching Sales Gamification Call flow 52

Fonolo

JUNE 9, 2020

Gathering feedback from customers has become an industry standard for contact centers. Qualitative Data – Provides information that must be interpreted (feedback, observations, etc.). For example: Customer satisfaction surveys, employee feedback. How to Give Feedback to Improve Agent Performance. Be consistent.

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

Callminer

MAY 11, 2020

Ongoing training and coaching are equally important to ensure that your employees are equipped with the skills and knowledge they need to do their jobs effectively. And, coaching sessions provide an ideal opportunity for managers to check in with their agents or employees to get their feedback on how things are going from their perspective.

Management 273

Management Customer Experience Customer Service Coaching 273

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

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. Keep the conversation constructive and focus on solving their problem(s). They may even provide positive feedback about your business! Don’t make sarcastic responses. The Positive Customer.

Call Center 125

Call Center Construction Feedback Contact Center 125

NICE inContact

NOVEMBER 23, 2015

Many agents and supervisors cringe when it is time for coaching. From an agent perspective, the coaching experience has historically been associated with a supervisor controlling a conversation; speaking to what the agent has done wrong on a call. This type of preparation is also helpful when coaching agents in the contact center.

Coaching 49

Coaching Best practices Construction Contact Center 49

delighted

AUGUST 24, 2021

When you count on customer feedback for actionable insights, biased answers will cause you to take the wrong actions – and taking the wrong actions can have serious consequences for your business. Make it clear that constructive criticism is what makes positive business changes possible. And acquiescence bias is likely to blame.

Surveys 95

Surveys Construction Coaching Feedback 95

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

Expivia

MARCH 1, 2022

Ensure that your supervisors evaluate your agents based on your set KPIs and give you periodic feedback. During coaching sessions , use case scenarios and practical demonstrations to illustrate your points. Provide Constructive Feedback. Feedback is more effective when it’s a two-way street.

Education 98

Education Call Center Construction Feedback 98

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. Additionally, think about the last time you provided verbal feedback about lagging performance.

Coaching 49

Coaching Contact Center Construction Gamification 49

Monet Software

JUNE 29, 2021

Some agents arrive knowing how to accept and incorporate feedback. Responses to constructive criticism can range from dejection to defensiveness. Making QA feedback a regular occurrence has many benefits. When agents deal with feedback once or twice per week, they become more comfortable with it. Here are a few tips. #1

Contact Center 62

Contact Center Feedback contact center workforce Construction 62

Playvox

FEBRUARY 13, 2024

Offer Training Opportunities Through Coaching There’s more than one way to effectively train agents. Consider allowing high-performing agents to coach peers. It’s a cost-effective coaching technique, and it communicates to top-performers that their expertise and talents are recognized and valued.

Contact Center 88

Contact Center Gamification Coaching Feedback 88

TechSee

AUGUST 26, 2024

Regular Performance Feedback: Providing ongoing feedback to agents about their performance is essential for continuous improvement. Use call recordings and performance metrics to review service delivery and provide constructive feedback. Regular feedback loops are another crucial aspect of skill improvement.

Call Center 124

Call Center Customer Service Average Handle Time Interactive Voice Response 124

Expivia

MARCH 7, 2022

At the same time, it’s essential to keep any individual constructive criticism private. . Instead of taking your complaints public, your employees need time to process mistakes and absorb your feedback in a safe setting. At the same time, keep the feedback positive, actionable, and empowering to help your reps to succeed. .

Construction 98

Construction Morale Feedback Coaching 98

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? While you’ll mostly be looking at negative feedback, customers will occasionally provide constructive feedback on positive responses so don’t ignore those.

Contact Center 107

Contact Center Metrics Surveys Coaching 107

Fonolo

SEPTEMBER 21, 2023

Surveying your agents and gaining qualitative feedback can help you identify gaps in your operational processes, especially when compared with quantitative data. Qualitative Data – Data that needs interpretation such as employee feedback. TIP: Feedback sessions don’t always have to happen in a formal evaluation setting.

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

SharpenCX

MAY 31, 2023

Provide Continuous Feedback and Coaching: Regular feedback and coaching sessions are vital for agent growth and improvement. Offer constructive feedback on agent performance and provide suggestions for enhancement. Conduct regular performance reviews to discuss individual goals and progress.

Call Center 76

Call Center Coaching Construction Morale 76

SharpenCX

MAY 19, 2020

When you align goal setting with each employee’s professional development plan, you coach and train with a clear purpose. They mix positive and constructive feedback to help agents see where they excelled, even if they didn’t hit every goal or KPI. Then, start coaching them to get there.

Contact Center 128

Contact Center Brand ambassadors Coaching Metrics 128

Customer Guru

MAY 22, 2018

It must also be understood that when employees provide feedback, they expect remedial action on their grievances. Apart from this, simple actions by leaders such as giving constructive feedback, discussing career goals and aspirations, and simply showing warmth and care go a long way in keeping employees motivated and engaged.

Employee engagement 96

Employee engagement Coaching Surveys Construction 96

SharpenCX

JUNE 11, 2020

Coaching and training in the contact center misses core components that make it stick. Download Now: Get real about coaching agents with these 7 methods you can apply today. Feedback is dual-sided. Give feedback on agent strengths, not just areas for progress. Then, talk through constructive feedback.

Call Center 76

Call Center Coaching Contact Center Feedback 76

Vistio

DECEMBER 16, 2024

Ongoing Support: Pair new hires with mentors, provide frequent coaching, and offer flexible training solutions like ServiceSim. Recognition and Feedback: Regularly acknowledge achievements and provide constructive feedback to reinforce engagement and commitment.

Contact Center 52

Contact Center Agent burnout Construction Coaching 52

SharpenCX

APRIL 28, 2021

Coaching your team leads to better business results. But Stevie used what she learned from him to coach up and acquire funding to expand the Rosebud Motel across the nation. With a little bit of coaching from someone with more experience, Stevie flourished and took the Motel to new heights. Give direct feedback.

Management 67

Management Coaching Construction Contact Center 67

COPC

JANUARY 15, 2024

Lack of Manager Support   Coaching is an integral part of an effective onboarding process. By providing feedback and constructive criticism, staff productivity and performance will improve.   Feedback should be clear and specific, with concrete suggestions for improvement, such as supplemental AI-driven microlearning modules.

Best practices 79

Best practices Employee engagement Coaching Feedback 79