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

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

Calabrio

DECEMBER 10, 2020

Think less boss/worker relationship and more coach/player dynamic. In fact, the coaching model has emerged as a new standard for supervisors with a renewed focus on helping agents to continuously improve. The coaching model also helps supervisors groom and train future leaders seeking to climb the ladder.

Coaching 105

Coaching Contact Center Construction Self service 105

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 81

Coaching Sales Management Employee engagement 81

OctopusTech

JANUARY 20, 2025

Training and coaching of call agents: Agents are provided with constructive feedback based on the evaluation, with a focus on areas of improvement. This is coupled with ongoing training and coaching sessions for sustainable improvements.

Call Center 62

Call Center Scripts Benchmark Average Handle Time 62

TeleDirect

MARCH 20, 2025

Performance Feedback and Coaching Once audits are completed, share results with agents to provide constructive feedback. Regular feedback sessions and collaborative evaluations. Implement Real-Time Call Monitoring Monitoring live calls enables immediate feedback and intervention when necessary.

Best practices 62

Best practices Calibration Average Handle Time First call resolution 62

TeleDirect

MARCH 13, 2025

Provide feedback to improve communication skills and response times. Provide constructive feedback on areas for improvement. A: Training duration varies by industry, but a 1-2 week structured program with ongoing coaching is recommended. Focus on handling difficult calls and de-escalation techniques.

Best practices 62

Best practices Call Center Customer Service Average Handle Time 62

Calabrio

JANUARY 17, 2025

Training and Development: Coaching new hires and supporting existing employees in refining their skills. How to discuss contact center career growth with agents Having open and constructive conversations about career growth is crucial. Quality Assurance: Ensuring service consistency and identifying areas for improvement.

Contact Center 52

Contact Center Coaching Construction Analytics 52

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

Calabrio

MARCH 11, 2025

Automate performance evaluation: AI-driven QA scorecards and analytics streamline the evaluation process, freeing up managers to focus on coaching and development. Agent Performance and Development: QA provides valuable insights for targeted coaching, empowering agents to enhance their skills and performance.

Best practices 52

Best practices Contact Center Chatbots Call Center 52

PeopleMetrics

FEBRUARY 25, 2025

Let's look at how our recommended questions have evolved: Meeting Value: AI can now analyze meeting recordings to assess engagement levels, questions asked, and time spent on different topics providing objective data to complement subjective feedback.

B2B 62

B2B B2C Construction Sales 62

Calabrio

APRIL 11, 2025

Reviewing Customer Feedback: Use customer interaction data to determine your audiences most common concerns and biggest needs. This nesting phase can include supervisors, evaluators, or dedicated coaches providing immediate feedback, guidance, and support to reinforce learning and help build confidence.

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

Calabrio

MARCH 7, 2025

Lack of Support and Communication: Poor communication from management, inadequate support, and a lack of feedback can create a negative work environment. Ineffective Coaching and Training: Insufficient training and development opportunities can hinder agent performance and job satisfaction. Provide early engagement and feedback.

Call Center 52

Call Center Benchmark Gamification Contact Center 52

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

Real Blue Sky

NOVEMBER 25, 2024

Continuous Feedback and Coaching: Regular feedback is vital. Use real interactions (recordings when possible) to discuss what worked and what didn’t, providing constructive feedback and recognizing improvements. This can be done through self-reflection, seeking feedback, and engaging in mindfulness practices.

Construction 52

Construction Morale Feedback Coaching 52

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

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

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

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

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

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

Calabrio

DECEMBER 10, 2020

Think less boss/worker relationship and more coach/player dynamic. In fact, the coaching model has emerged as a new standard for supervisors with a renewed focus on helping agents to continuously improve. The coaching model also helps supervisors groom and train future leaders seeking to climb the ladder.

Coaching 52

Coaching Contact Center Construction Self service 52