Callminer

SEPTEMBER 23, 2020

Call centers that implement agent performance management solutions equip their agents with the ongoing coaching and training needed to perform at their best. But you have to know how to read them, what they mean and how to act on the results in order for the exercise to be worthwhile.

Best practices 182

Best practices Call Center Outbound sales Telemarketing 182

Taylor Reach Group

MARCH 20, 2020

Provide free or subsidized lifestyle coaching, counseling, or self-management programs. Host seminars or workshops that address depression and stress management techniques, like mindfulness, breathing exercises, and meditation, to help employees reduce anxiety and stress and improve focus and motivation.

Contact Center 105

Contact Center Consulting Consulting Coaching 105

Outsource Consultants

APRIL 12, 2021

Coach walks in with brand new pads and your slick designer uniforms, uttering some version of “To play like champions, we need to look like champions.”. It turns out it’s a great exercise to help you anticipate your training needs for agents across geographies. What gets you over the hump?

Management 125

Management outsourcing Average Handle Time Gamification 125

Call Design

MARCH 18, 2021

Virtual Team-Building Exercises. Team-building exercises and social opportunities are a crucial part of building a healthier company culture. By establishing sessions for team-building exercises you can improve engagement and productivity across the board. Company culture isn’t about whether your snack room is stocked.

Gamification 78

Gamification Coaching Consulting Consulting 78

Taylor Reach Group

AUGUST 26, 2020

The cause for lack of consistent results could be traced back to quality and can be improved by additional training, coaching and motivating agents (in order to promote higher consistency). A common error and observation in these exercise is to only focus on live contacts. IVR is part of the customer experience and the overall FCR.

Analytics 121

Analytics Interactive Voice Response Contact Center CRM 121

Totango

OCTOBER 20, 2022

Coaching and training. Coaching and Training. Coaching and training require knowing your product inside and out, a customer-centric focus, teaching skills, and patience. They also frequently must make decisions in the moment when interacting with customers without having the opportunity to consult with their team or supervisor.

Management 94

Management Upselling Coaching Best practices 94

Toister Performance Solutions

FEBRUARY 20, 2020

One study by contact center consulting firm, Services Triad , found a sharp drop off in forecasting for email and social media: Contact center leaders routinely tell me they struggle to keep up with demand in non-phone channels like chat, social, and particularly email. This exercise might yield some surprises!

Social media contact 108

Social media contact Contact Center Scripts Accountability 108

Comm100

JUNE 26, 2018

With the World Cup in full swing, now is probably the perfect time to talk about one of the essential elements of any team – the Coach. Coaches are focused on improving performance during the moment, and the skills required for an excellent coach are very distinct. This is where a coach comes into play. Coaching Skills.

Coaching 45

Coaching Feedback Morale Accountability 45

360Connext

AUGUST 14, 2017

One exercise I’ve done with clients is to create a CX Punch List. This can be done through executive coaching, workshops, or as part of a more intensive Customer Experience Investigation™ program. Get in touch to schedule a coaching session with Jeannie or create a program that fits your situation. Tell Me More.

Real estate 77

Real estate Construction Automotive Coaching 77

Taylor Reach Group

MARCH 26, 2019

There is no question that customers are the best source in providing such measurement but surveying customers could become a costly exercise. In case of Achievable, the emphasis would be on training and coaching. To find out more about how Taylor Reach can help your company with [TOPIC], CLICK HERE to schedule a free consultation.

First call resolution 112

First call resolution Contact Center Consulting Consulting 112

Peter Lavers

NOVEMBER 14, 2017

Laughlin Consultancy provides training, consultancy, mentoring & other services. Looking at the feedback from past training courses, on Softer Skills for Analysts, the most popular exercise is on questioning. I learnt about Socratic Questioning during my qualification as a leadership coach.

Analytics 100

Analytics Banking Consulting Consulting 100

CX Journey

MARCH 21, 2018

By that I mean that they have no allocated financial resources for improvements to be made as a result of the learnings from surveys and other listening posts, journey mapping, and other customer experience strategy exercises that become the catalyst for onstage customer experience or behind-the-scenes process improvements.

Journey mapping 108

Journey mapping Consulting Consulting Surveys 108

NobelBiz

OCTOBER 31, 2023

Brad Butler, Contact Center Software Consultant @NobelBiz Omnichannel Customer Engagement with Nobelbiz Nobelbiz’s Omnichannel Customer Engagement solution is a game-changer for businesses aiming to provide seamless communication experiences. That’s the essence of delivering remarkable experiences.

Customer Support 104

Customer Support Contact center software Call Center Analytics 104

CX Journey

NOVEMBER 12, 2015

Next, we had an excellent presentation from Ian Golding , an independent consultant who is passionate about customer experience. After initial warm-up exercises, it was interesting to see these volunteers express their customer insight challenges through Lego creations. Why not try tackling your business problems through play?

Gamification 63

Gamification Airlines Construction Coaching 63

Russel Lolacher

APRIL 5, 2021

Bonus: Embrace customer-centricity – during a user experience (UX) exercise of our public service websites in our team’s early years, one of the feedback quotes was “you wrote this for yourselves, not for us.” Collaboration, coaching, inspiration, motivation… no contribution comes without connection to others.

Customer Care 98

Customer Care Government Transportation Employee engagement 98

Taylor Reach Group

OCTOBER 31, 2021

In the same report Taylor Reach advocated for developing and implementing WFH-focused solutions and processes such as Quality, Coaching, Training, WFM, etc. Attention to redesigning these processes goes hand in hand with revising how we manage and coach our staff. to strengthen their WFH capabilities, performance, and effectiveness.

Contact Center 65

Contact Center Coaching Consulting Consulting 65

Creative Virtual

JANUARY 4, 2022

The most common personal resolutions are focused on being healthier – exercising more, eating better, improving fitness, losing weight, stopping smoking. Contact the team here to learn more about the expert consultation and technology that’s helping brands around the world deliver reliable and valuable conversational AI solutions.

Virtual Agent 52

Virtual Agent Chatbots Coaching Consulting 52

CSM Magazine

AUGUST 16, 2024

If you’re still unsure about what to do next, consult professionals specializing in digital advisory services. Practice Opportunities Create opportunities for your team to practice using the new tools in a low-pressure environment, such as simulated customer interactions or role-playing exercises.

Technology 52

Technology Customer Service Coaching Feedback 52

SharpenCX

FEBRUARY 25, 2020

Whether it’s exercise, drinking more coffee, watching Netflix during our lunch break, we all have our efforts to decrease our stress. Consulting group Korn Ferry found that employee stress levels have risen nearly 20% in three decades. When we know work is a source of stress, we do what we can to cope.

Call Center 76

Call Center Morale Metrics Abandon rate 76

ChurnZero

AUGUST 24, 2023

That journey led him to acquire new leadership skills and eventually start a consulting business that offers training and educational resources to new managers. Ryan recommends box breathing , which is a simple breathing exercise for maintaining control. The point of the exercise is to take a step back.

Time management 52

Time management Management Coaching Education 52

DMG Consulting

AUGUST 10, 2023

Real-time guidance and NBA tools give agents the insights they need to elevate each customer interaction from an information-gathering and delivery exercise to a problem-solving and relationship-building session. The post Real-Time Guidance Is Key to a Great Service Experience appeared first on DMG Consulting.

Upselling 48

Upselling Scripts Average Handle Time Coaching 48

Taylor Reach Group

AUGUST 23, 2017

Status states (lunch, break, coaching, training, etc.). This comparison, based on their tenure and other performance metrics, can lead to the provision of additional coaching if they are lagging the expectation or team performance, or benchmarking if they are exceeding the expectation and team performance. Login time. Available time.

Metrics 66

Metrics Contact Center Schedule adherence Coaching 66

Education Services Group

FEBRUARY 16, 2022

You will need to be their coach because this orientation will inevitably force them to confront their own organizational challenges as they set about to retool and reorient the way their individual teams operate.

Chief Customer Officer 52

Chief Customer Officer Customer centricity Journey mapping Coaching 52

CX Journey

JANUARY 17, 2018

In either training or coaching, the need to "know your stakeholders" is a common one. Of itself, the above exercise has identified too many stakeholders for you to viably manage. Anyone who has worked on project/change management will be familiar with the Boston Consulting Grid (BCG). This is where the exercise looks like a BCG.

Analytics 51

Analytics Coaching Management Consulting 51

JustCall

MARCH 13, 2020

The main purpose of coaching your sales team is to get them ready to face customers, take them through the product, and get more sales success. As a part of your sales coaching program, you need to lead your sales team through this sales process. This can be a great exercise to identify ways for improving. Double Digit Sales.

Sales 59

Sales Coaching Feedback Consulting 59

aircall

JUNE 16, 2021

Airbnb, for instance, uses an exercise called the “ 11-star experience ”, where it walks its teams through examples of poor guest experiences and discusses what it would take to get it to four or five stars. By doing this exercise, even if the solutions are unrealistic, Airbnb’s support teams can aim higher to achieve better service.

Customer Service 62

Customer Service Surveys Customer retention Coaching 62

Blueship Call Center

NOVEMBER 30, 2022

Do you have the resources to devote to ongoing coaching and training? Training and coaching are crucial for any team inside an organization, particularly for new groups. Regular exercise and coaching positively impact staff morale and engagement, productivity, and compliance with quality standards.

outsourcing 40

outsourcing Coaching Morale Consulting 40

ChurnZero

FEBRUARY 28, 2020

After you’ve done that exercise, really understand those customer needs and create customer journeys and engagement models that marry those segments, and then underneath that is where you look at data and digital approach. Speaker: Amy Mustoe, Principle Consultant and Coach, The Success League.

Journey mapping 64

Journey mapping Customer centricity Accountability Metrics 64

Russel Lolacher

NOVEMBER 7, 2022

In this episode of Relationships at Work, Russel chats with transformation and culture change consultant Katie McLaughlin on why we need to introduce the principles and power of theatre into the employee experience. . She’s a speaker, executive coach and facilitator. The two biggest takeaways from a theatre exercise.

Coaching 52

Coaching Employee engagement Consulting Consulting 52

Connecting the Dots

OCTOBER 20, 2021

Companies spend boatloads on diffusion of anger training and tough-call monitoring and coaching. How much time does your company spend on training and coaching simple calls that could become delight calls or chats? A customer delight formula does not require personal interaction on the phone. Read more about our Delight Study here.

Coaching 48

Coaching Entertainment Airlines B2B 48

Comm100

JUNE 25, 2019

It’s a reality that for many customer-facing employees, getting the right answer to even black-and-white questions might mean consulting an FAQ page,scouring paper-based manuals, searching an online knowledge base, and finally asking other colleagues, all the while knowing the customer is getting more irate the longer they’re on hold.

Chatbots 52

Chatbots Contact Center Coaching Consulting 52

CX Journey

SEPTEMBER 8, 2016

Those inhibitors could include lack of coaching or training, inadequate or inappropriate tools and resources, and other barriers or frustrations that cause the employee to work inefficiently and ineffectively. When the effort employees put forth to do some task outweighs the benefit of completing said task, that's problematic.

Journey mapping 49

Journey mapping Customer Experience Surveys Airlines 49

ChurnZero

NOVEMBER 22, 2021

This is a lesson Kristen Hayer, Founder and CEO of The Success League , has learned firsthand as a former Customer Success leader, and one that she’s helped countless others confront through her work running a Customer Success consultancy. The Success League is a consulting and training firm focused on Customer Success.

Benchmark 98

Benchmark Finance Best practices Sales 98

Toister Performance Solutions

SEPTEMBER 17, 2019

You don't have the time or resources to quickly create something in-house, so you consider bringing in an external consultant. You shop around for a few consultants and realize you don't even have enough funds to cover their travel expenses. The book costs less than $15 , which is far less than hiring a consultant like me!

Customer Service 58

Customer Service Advertising Consulting Consulting 58

ChurnZero

MARCH 11, 2020

Would you be willing to reference as a former customer and participate in future product discovery/testing exercises? This could be someone in marketing, on the executive team, or an outside consultant (shameless plug). Speaker: Amy Mustoe, Principle Consultant and Coach, The Success League . What to do about it.

Journey mapping 52

Journey mapping SaaS Finance Consulting 52

Hero Digital

JULY 9, 2019

As an athlete and ski and soccer coach – including for athletes bound for the Olympics – Cindy brought to life her personal experience of five principles that attendees could apply to their own career paths. Indi Young , independent consultant, author and former co-founder of Adaptive Path in San Rafael, CA. Take The Space.

Scripts 40

Scripts Coaching Personalization Consulting 40

JustCall

OCTOBER 6, 2023

To do this, round up the key stakeholders and consult them. While one-on-one training led by support managers and leaders sounds like an impossible feat (and a resource drain), a data-driven AI-powered coach can personalize training for every agent and make it more impactful.

Customer Service 52

Customer Service Benchmark Contact center software Customer Support 52