TechSee

JUNE 16, 2022

In addition, Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures. As a consultant, he guides clients who want to develop customer-focused cultures. Colin Taylor, CEO at Taylor Reach Group.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Callminer

FEBRUARY 4, 2021

Adrian Travis is the Founder and President of Trindent Consulting. Carol Tompkins is the Business Development Consultant at AccountsPortal. Courtney Quingley is a Reputation Consultant from Rize Reviews. Coaching needs to happen in real time from management. Eric Sachs is the CEO at Sachs Marketing Group.

Call Center 345

Call Center Contact Center Finance Consulting 345

CCNG

APRIL 19, 2023

They are a careless and lackluster team with a sarcastic coach who grows frustrated with the responsibility to produce a respectable team. The supervisor has space to engage with the team as a group and individually. This approach will allow supervisors to effectively and efficiently manage their teams.

Contact Center 195

Contact Center CCNG Coaching Call Center 195

SharpenCX

JANUARY 23, 2020

Contact center managers struggle to coach for better performance. Research shows coaching is vital to employee performance management to drive better business results, employee engagement, and higher customer satisfaction. And coaching backed by the data that lives in your contact center is even more powerful. Get the guide.

Coaching 98

Coaching Contact Center Benchmark Management 98

CX Global Media

SEPTEMBER 11, 2018

Recently Fit Small Business asked a group of the top customer service influencers about their top customer service tips. 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. appeared first on Call Center Coach.

Customer Service 168

Customer Service Coaching Customer centricity Scripts 168

CCNG

OCTOBER 6, 2020

Strategy #3: Foster community Kendra (not her real name) asked to speak one-on-one with me after a large virtual group meeting. At the time, as Director of the global learning group, I was only holding large group meetings monthly and relying on the managers of the teams to hold weekly meetings to keep groups connected.

CCNG 195

CCNG outsourcing Surveys Coaching 195

Beyond Philosophy

DECEMBER 19, 2020

Mohan coaches leaders and mentors about their health, as well as the health of their teams. From the beginning, Dr. Mohan takes a consultative approach to stress management. A symptom for this group, she says, is that they often aren’t getting enough sleep. She refers to this group as The Weathervanes.

Consulting 248

Consulting Consulting Management Coaching 248

Taylor Reach Group

MAY 14, 2020

Regular coaching and one-on-ones should still happen. A team chat group is one of the best ways to allow people to ask questions of their teammates and allow them to feel connected. The Taylor Reach Group stands ready to help you with today’s challenges. Just CLICK HERE to schedule a free consultation.

Employee engagement 171

Employee engagement Consulting Consulting Coaching 171

TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work. Follow on LinkedIn John R.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Taylor Reach Group

APRIL 14, 2021

This approach can allow organizations to eliminate some of the more challenging and problematic elements associated with WFH, including hiring, coaching, training, mentoring, sustaining culture, and engaging front-line staff. The post Once in a Century first appeared on The Taylor Reach Group Inc.

Contact Center 152

Contact Center Coaching Consulting Consulting 152

CrazyCall

APRIL 9, 2019

Alice Heiman is a sales coach and internationally renowned sales expert who demonstrates business owners and SMBs how to generate leads, handle objections and close more deals. Founder and CEO of The Bridge Group, Inc. In 1998 she founded The Bridge Group to help B2B tech companies build more productive Inside Sales teams.

Sales 133

Sales Consulting Consulting Coaching 133

TechSee

MARCH 7, 2023

Serpil Timuray – CEO Europe Cluster and Member of Group Executive Committee, Vodafone – Serpil inspires us with her advocacy to close the global digital divide. She is also an active member of the Women in AI Canada group, participating in mentorships, events, & talk shows.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

Beyond Philosophy

OCTOBER 14, 2021

So, rather than fill the dressing room and the coaching staff full of footballing people that only ever think about football, he brought people in from other sports to get a different view. Diversity can be defined in many ways, but in this case, I mean different opinions and experiences within a group. Subscribe today right here.

Advertising 195

Advertising Consulting Consulting Coaching 195

Taylor Reach Group

APRIL 27, 2020

Empowerment does require structure, rules, an audit trail and most importantly training, coaching, and guidance, but your agents want to do the right thing for the customer. To find out more about how Taylor Reach can help your company with agent and customer experience, CLICK HERE to schedule a free consultation.

Agent Empowerment 137

Agent Empowerment Consulting Consulting Coaching 137

Taylor Reach Group

APRIL 23, 2021

This can be handled by an executive recruiter, an outside consultant, or your own Human Resources department. You want specialized skills and experience, not somebody who’s managed other groups and now wants to try their hand at something new. If you use a consultant to find your next center leader, the same applies.

Contact Center 123

Contact Center Management Consulting Consulting 123

Taylor Reach Group

APRIL 8, 2021

Best in class contact centers, combine ‘Voice of the Customers’ along with ‘Compliance’ and ‘Quality Listening’ to gauge the quality of the contacts and plan proper coaching activities in order to improve the performance of each and everyone of their agents. Start by creating a full QA and coaching program. Quality versus Efficiency?

Coaching 112

Coaching Contact Center Average Handle Time Wait times 112

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. William Taylor. velvetjobs. Your team has to know you as a person, not just a supervisor.

Call Center 182

Call Center Management Scripts Coaching 182

Taylor Reach Group

DECEMBER 11, 2019

Rewarding the top 20% of agents with bonus is nice for that high achieving group and provides incentive/motivation to those directly behind them, but more than half the center is likely to give up on the bonus because they see it (the bonus) as unachievable. Rewarding agents based on objective performance can be more challenging.

Customer Experience 119

Customer Experience Coaching Contact Center Morale 119

The Northridge Group

MARCH 28, 2022

Let’s discuss how The Northridge Group helped one healthcare client harness the power of advanced analytics to drive operational efficiencies and a more effortless experience for their customers and contact center associates, leading to significant improvements in First Call Resolution (FCR).

Healthcare 128

Healthcare Analytics Contact Center First call resolution 128

ChurnZero

OCTOBER 25, 2024

He found that although groups outperform individuals, the individuals within a group tend not to work at maximum capacity. In his experiment, the more people that were added to the group, the further below potential each would perform. If two individuals could pull 100 “units” separately, together they pulled 186, not 200.

B2B 52

B2B Coaching Management Engineering 52

Kapta Customer Success

MARCH 11, 2019

Along with the Kapta blog and website, today we want to show you ten key account management resources, coaches, and training programs you should follow, read, join, or sign up for to take your key account management game up to the next level. RAIN Group. The Chapman Group. Glide Consulting. Jermaine Edwards.

Coaching 53

Coaching Accountability Management Consulting 53

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 61

Coaching Feedback Morale Accountability 61

Beyond Philosophy

APRIL 20, 2016

Furthermore, you can tell by the emotions and their grouping how they drive value in either direction. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Why is the NEV Relevant Today? Small Talk and Trust. Former COO, eBay.

Customer emotions 150

Customer emotions Metrics Consulting Consulting 150

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach. John DiJulius Follow @JohnDiJulius.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

TeamSupport

APRIL 13, 2020

That’s what Mike Caracalas , leadership coach, executive consultant, and author of Ten Strategies to Get Better Results with People advises. TeamSupport: Thinking back to pre-pandemic, how would you coach individuals about leading support people effectively while meeting the demands of the organization? He’s right.

Coaching 95

Coaching Accountability Consulting Consulting 95

CX Accelerator

APRIL 30, 2018

Group “Deep Breath” - If there is a new product launch, a system malfunction, or any other highly stressful event taking place, have a group “deep breath”. It sounds silly, but hitting that reset button together, as a united team, makes a huge impact on the psyche of the individuals and the morale of the group as a whole.

Journey mapping 140

Journey mapping Airlines Morale Call Center 140

TechSee

SEPTEMBER 29, 2020

According to research and consulting firm Service Quality Measurement Group, for every 1% improvement in FCR, a call center reduces its operating costs by 1%. As FCR improves, and there is less need for customers to call back about the same issue, the overall cost of providing support decreases.

Call Center 196

Call Center Self service Gamification Contact Center 196

CX Accelerator

JULY 1, 2019

The Temkin Group states that CX is made up of three components – success, effort, and emotion. A recent study published by the Temkin group discovered that companies earning $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience. Make the necessary changes.

Customer Experience 140

Customer Experience Journey mapping Education Morale 140

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. Leverage speech analytics software for ongoing training and coaching. Segmenting your market into smaller groups also helps tailor your sales approach.

Best practices 182

Best practices Call Center Outbound sales Telemarketing 182

CX Global Media

JULY 9, 2019

About Linda Harden : Linda Harden is President of Pipeline Publishing Group and Publisher of the monthly contact center management magazine, Contact Center Pipeline. Colin Taylor CEO & CCO (Chief Chaos Officer), The Taylor Reach Group. Contact Center Virtual Summit Private Facebook Group. But the future is here.

Contact Center 120

Contact Center Chief Customer Officer Employee engagement Call Center 120

NobelBiz

MARCH 11, 2025

” Mike Mcguire, Senior Sales Consultant at NobleBiz AI vs. Human Agents: Who Handles Complaints Better? Eric Sims CEO & Founder Leading Edge Connections ‘When it came to the professionalism, the communication and the reliability, NobelBiz was, hands down, the most helpful, informative and supportive group we came across.

Call Center 52

Call Center Chatbots Complaint resolution Consulting 52

ChurnZero

DECEMBER 9, 2021

Bryan Neale from Blind Zebra Consulting joined us for a webinar to teach Customer Success leaders how to coach their teams to handle NPS conversations following a four-step call framework. Speaker: Bryan Neale , Founder, Blind Zebra Consulting. A: My coaching on that would be that at some point, I would have the conversation.

Coaching 52

Coaching Surveys Feedback Consulting 52

CX Global Media

JULY 12, 2019

Business Partner and Owner, The LAMA Training by McKee Consulting. Trainer and Coach in the Contact Center Business for over 25 years. She is an author of “The Positive Coach Approach” with her daughter Sally Cordova and three other books about Call Center Agents. Dick Finnegan Coach | Trainer | Speaker | Author |.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

ShepHyken

DECEMBER 23, 2022

In the contact center, Generative AI can produce content for agent coaching. Phishing attacks, in particular, rose 61% in 2022, according to an annual study by Interisle Consulting Group. It can also improve the chatbot experience on websites and provide personalized content to customers based on their history.

Surveys 185

Surveys Education Enterprise Technology 185

Taylor Reach Group

NOVEMBER 29, 2019

To find out more about how Taylor Reach can help your company with quality assurance, CLICK HERE to schedule a free consultation. The traditional approach is dangerous and those that employ it should cease and desist immediately. Of course they may miss trying to be psychic and trying to guess what the customer will value.

Contact Center 107

Contact Center Consulting Consulting Coaching 107

Taylor Reach Group

APRIL 2, 2019

and Chief Chaos Officer for the Taylor Reach Group and I’m sitting here today with John Cockerill the President of Taylor Reach. Whether or not that report is used for anything other than coaching and showing the agent what they would like is part of the topic of this conversation. My name is Colin Taylor. I’m the C.E.O.

Contact Center 92

Contact Center outsourcing Coaching Consulting 92

SharpenCX

SEPTEMBER 8, 2021

In an SHRM article, Amy Hirsh Robinson , principal of the consulting firm The Interchange Group describes how important onboarding is to help new employees feel engaged. ” Amy Hirsh Robinson , Principal, The Interchange Group. Concentrate on Culture and Connection.

Call Center 128

Call Center Coaching Feedback Contact Center 128