Beyond Philosophy

JULY 14, 2022

I’ve coached team members to let their humor come out in business. In essence, it indicates that a situation can be funny once it is distant from the present company. The post How to Be Funny and Use Humor in Business to Your Advantage appeared first on CX Consulting. It can reduce tension. Subscribe today right here.

Coaching 413

Coaching Consulting Consulting Personalization 413

Beyond Philosophy

JANUARY 5, 2021

The pandemic has presented an opportunity to participate in a forced-perspective taking exercise for all of us. It’s surprising what we can accomplish when the opportunity presents itself. Crises also present an opportunity to learn, grow, and develop yourself personally. Human resilience is incredible.

Consulting 221

Consulting Consulting Government Coaching 221

Steve DiGioia

DECEMBER 5, 2016

Dennis worked with the Walt Disney World Company for twenty years and now consults with organizations around the world, helping them achieve their customer service goals. I advise my consulting clients to identify three things they would want customers to say or think about the organization after any interaction. Dennis Snow.

Customer centricity 264

Customer centricity Consulting Consulting Metrics 264

Beyond Philosophy

JULY 29, 2019

In our global Customer Experience consultancy, this concept is also true with clients. I presented my plan to spend my budget to improve our experience along with the benefits in customer loyalty we would gain for the investment. One of the things I learned in this process was that everybody is happy until you ask them to do something.

Consulting 260

Consulting Consulting Morale Benchmark 260

Taylor Reach Group

MAY 14, 2020

In the Spring of 2020, new challenges have presented themselves. Regular coaching and one-on-ones should still happen. People need to be reassured about the present and inspired about the future. Just CLICK HERE to schedule a free consultation.

Employee engagement 171

Employee engagement Consulting Consulting Coaching 171

CCNG

MARCH 30, 2022

Coach the agent for 20 minutes – check off the box and get the green dot. Understanding the mental process for supervisors It’s time for the 15-minute agent coaching time. As the agent and the supervisor connect and talk across the video conferencing platform, the supervisor suddenly realizes that the coaching hasn’t taken place.

Coaching 195

Coaching CCNG Average Handle Time Contact Center 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. Keeping Your Mind in the Present Can Alleviate Stress Also. Mohan prescribes investing in activities that help them be in the present.

Consulting 248

Consulting Consulting Management Coaching 248

Call Center Weekly

MARCH 16, 2018

They are not thinking of the next thing to say; they are present in the conversation listening on multiple levels. It could be meditation, being at one with nature, or connection to the place within that keeps you calm. You get to choose what works best for you! Leaders practice effective listening skills.

Coaching 136

Coaching Consulting Consulting Personalization 136

Callminer

JULY 22, 2020

Presenting affected parties with a clear, concise termination letter is an appropriate formal gesture meant to clarify that their professional relationship with your company has ended, but not all termination letters can or should be handled in the exact same way.

Call Center 182

Call Center Customer Service Best practices Coaching 182

Beyond Philosophy

OCTOBER 14, 2021

However, when we present these results, somebody else who is present will question the validity of the results. 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. Subscribe today right here.

Advertising 195

Advertising Consulting Consulting Coaching 195

Interaction Metrics

AUGUST 14, 2024

If you’re not sure how your customers perceive your customer service, it’s time for a customer service consulting firm. A customer service consulting firm can transform your company into one where customer service creates loyal customers who will help grow your company through their loyalty and positive word-of-mouth marketing.

Consulting 62

Consulting Consulting Customer Service Surveys 62

CCNG

OCTOBER 6, 2020

Even worse, I once loaded my high-stakes presentation with video clips before realizing that our internal security protocols would not allow anyone to view videos on their end, thus losing my message and impact. I have attended 5:00 AM meetings during which leaders sheepishly admitted they forgot the time differences.

CCNG 195

CCNG outsourcing Surveys Coaching 195

CX Accelerator

JUNE 8, 2020

Walk in the customer’s shoes. ,, Nicholas Zeisler , Principal at Zeisler Consulting, challenges us to experience our product or service in the exact same way as customers do. Present your product roadmap and get valuable customer input. Some of the best ways to do so include: Call your contact center and speak with an agent.

Surveys 182

Surveys Contact Center Consulting Consulting 182

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

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%. For example, AI platforms can present proactive knowledge suggestions to agents while they are on the line or in a chat with a customer.

Call Center 196

Call Center Self service Gamification Contact Center 196

Callminer

JULY 15, 2019

This year CallMiner is presenting our first annual WebinarStock, July 23rd through 25th. Zeroing in on Ideal Coaching Moments with Speech Analytics featuring Vivint. Creating Customer Service Super Agents with Data, Tech and Coaching featuring Forrester. Register for 9am BST Session . Register for 11am EST / 8am PST Session .

Contact Center 28

Contact Center Telecommunications Analytics Employee engagement 28

DMG Consulting

SEPTEMBER 12, 2023

From presenting the best recommendations for handling objections to close a sale to supplying procedures to resolve customer inquiries or identifying approaches to increase collections, RTG solutions have countless possibilities. Real-time guidance solutions are transforming the CX and EX by empowering employees with in-the-moment guidance.

Consulting 48

Consulting Consulting Marketing Average Handle Time 48

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

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. The presentation is shown to everyone in the training. William Taylor. velvetjobs.

Call Center 182

Call Center Management Scripts Coaching 182

Robert Davis

APRIL 16, 2019

An excellent customer experience comes down to having Quality Conversations and providing supervisors with enough time, and the right tools, to coach and develop their team members. Using RCDA’s exclusive Quality Conversation approach and coaching and development tactics would benefit both companies in my market tremendously.

Coaching 48

Coaching Contact Center Sales Personalization 48

ClearAction

SEPTEMBER 29, 2016

ClearAction is a customer experience management consultancy specializing in company-wide collaboration to resolve and prevent the thorniest drags on customer experience excellence and ROI. CXM Coaching topics: customer experience strategy, culture, adoption, and metrics. We are are expanding the fanfare all month long!

Customer Experience 66

Customer Experience Coaching B2C Consulting 66

Taylor Reach Group

APRIL 2, 2019

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. The above interview was originally presented as a video and may be viewed here. Quality versus Compliance.

Contact Center 92

Contact Center outsourcing Coaching Consulting 92

COPC

OCTOBER 24, 2023

In last month’s article , we looked at how coaching customer satisfaction (CSAT) to a number may lead to wasted time and effort, employee dissatisfaction, and difficulty improving CSAT results. Author Nathan Van Allen , Consultant at COPC Inc. Starting with the correct information is critical.

Metrics 91

Metrics Coaching Average Handle Time Consulting 91

CX Global Media

APRIL 10, 2017

A collaboration between the finest sales consultants, creative thinkers and digital engineers, with experience in sales psychology, buyer behavior, digital technology and media production. Grypp will change the way you present your products, services and ideas forever. Source: [link]. Building Emotional Connections.

Sales 120

Sales Contact Center Customer effort Call Center 120

Call Center Weekly

MARCH 1, 2018

I asked my team members for feedback, consulted with other successful leaders, and read everything I could on the subject of making meetings more effective. Give team members the opportunity to present in team meetings. It’s a great skill in which to coach a strong performer. Have an official note taker.

Contact Center 136

Contact Center contact center associations Coaching Feedback 136

Taylor Reach Group

AUGUST 26, 2020

The sample chart below presents ‘Frequency’ versus ‘FCR’ for 5 different call types with overall FCR of 83%. 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).

Analytics 121

Analytics Interactive Voice Response Contact Center CRM 121

CX Accelerator

APRIL 30, 2018

If this attention to detail and “one at a time” philosophy was present, the business would be a success. Carlzon believed that each interaction should be handled in a way that would create a positive or favorable outcome. What a tremendous responsibility for each person answering the phone each day!

Journey mapping 140

Journey mapping Airlines Morale Call Center 140

Integrity Solutions

DECEMBER 20, 2023

Let’s explore why that distinction is so fundamental in sales, and what you can learn about active listening in sales from the best sales coaches. This is a hallmark of effective coaching, and the same concept applies to selling. Effective sales conversations, however, are rooted in a mindset of listening to understand.

Sales 80

Sales Coaching Consulting Consulting 80

Vcaretec

JUNE 6, 2022

Customer Care & Contact Center Influencers Mike Aoki Bio: Contact center expert and trainer for Agents (customer service, dealing with "irates," sales skills) and Managers (coaching, presentation skills). Connect: @RoyAtkinson Chip Bell Bio: Customer Service Expert, Keynote Speaker, Business Consultant, Author of 'Sprinkles.'

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

Hero Digital

JULY 9, 2019

Not only is the future is female, but we should be reminded that the present is also female. 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. Cindy Zerger , Sr.

Scripts 40

Scripts Coaching Personalization Consulting 40

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

GetFeedback

AUGUST 14, 2019

The question is typically presented to the customer using a 1–5 scale, one being very dissatisfied and 5 being very satisfied. . Goal 2: Coach employees. Using this to coach employees and share how to improve their feedback will help improve the experience overall for future customers. . Understand your customer expectations.

Metrics 109

Metrics Journey mapping Surveys Coaching 109

Livepro

JUNE 19, 2019

Returning in 2019 across 4 major cities, a jam packed agenda with 2 Keynote Speakers in each state have varied backgrounds including some creative and amazing minds behind cutting-edge AI technology, state government and industry veterans with a wide range of consulting expertise. Beth Carey | Co-founder and CEO, Pat AI.

Government 75

Government Gamification outsourcing Consulting 75

AWS Machine Learning

NOVEMBER 15, 2024

The information exists in various formats such as Word documents, ASPX pages, PDFs, Excel spreadsheets, and PowerPoint presentations that were previously difficult to systematically search and analyze. You should consult with appropriate counsel, compliance, and information security for your business needs. 3778998-082024

Chatbots 113

Chatbots Engineering Enterprise Government 113

Peter Lavers

NOVEMBER 14, 2017

Laughlin Consultancy provides training, consultancy, mentoring & other services. You might expect more confident presentation skills from extroverts in your team. I learnt about Socratic Questioning during my qualification as a leadership coach. This doesn’t have to be limited to extroverts either.

Analytics 100

Analytics Banking Consulting Consulting 100

Totango

NOVEMBER 27, 2023

This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams. CSMs can then embrace their strategic role as a consultant, devoting more time to coaching customers on how to achieve their business outcomes by maximizing product value.

B2B 95

B2B CRM Enterprise Upselling 95

CrazyCall

MAY 20, 2019

– Jeff Goldberg, President & Lead Sales Trainer/Coach at Jeff Goldberg & Associates. Mine goes from an initial assessment of the situation of the client aimed at understanding if he qualifies to work with us, to a set of phases focused on convincingly presenting our offer. Test these responses over time. Be confident.

Sales 123

Sales Coaching Scripts Education 123