CCNG

MAY 11, 2021

A recent CCNG panel webinar, Why Performance-Based Training Requires Automation , featuring Mike Roberts, Technology Leader for Learning at Citibank, who adopted simulations to automate role play and coaching exercises in 2020 and Trey Fischer, an industry-leading consultant, discussed today’s impact of automation on performance-based training.

CCNG 195

CCNG Coaching Contact Center Employee engagement 195

TechSee

JUNE 16, 2022

In addition, Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco. This begins by looking at how to better engage both customers and employees through hyper-personalization, better visibility, and tools they actually want to use. Brad Cleveland, Author, Speaker & Consultant.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

ShepHyken

DECEMBER 28, 2021

Shep Hyken interviews Rebecca Morgan, an international speaker, management consultant, and bestselling author. Invest in training whether online or in-person to equip your staff with the tools to connect with customers, even the ones that are upset. ” “Empower your employees to self-coach. Calming Upset Customers.

Morale 200

Morale Consulting Consulting Coaching 200

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

OctopusTech

FEBRUARY 21, 2025

If your law firm struggles to handle calls from potential and existing clients requesting consultations, submitting critical information, booking appointments, and asking urgent questions, you may need to consider outsourcing the services of a call center agency. Here are the 15 key features that you should look for: 1.

Call Center 62

Call Center Interactive Voice Response virtual call center Coaching 62

Call Design

JANUARY 21, 2021

Equip your agents and staff with the tools and technology they need to focus on what matters most: your customers. While AI won’t replace the human element of your contact centre, it can be used to gather data and information that can help your management team improve daily operations and coach agents on their performance.

Upselling 167

Upselling Coaching Consulting Consulting 167

Beyond Philosophy

JANUARY 5, 2021

Also, there are more tools available so that people can seamlessly integrate the various elements into what they’re doing. Furthermore, I believe in giving back with coaching for leaders that need an extra set of hands to manage the crises they face. How did I get through it? Excellent leadership and mentorship.

Consulting 221

Consulting Consulting Government Coaching 221

CCNG

MARCH 30, 2022

However, using the word “cadence” as a management tool to lead people in the work-at-home space puts a manager’s skills and ability to achieve top performance into a box. Coach the agent for 20 minutes – check off the box and get the green dot. The supervisor goes on, “So I’ll send this to you in the coaching form.

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195

Call Design

JANUARY 19, 2021

Training and professional development are some of the best ways to ensure that your agents understand your company processes, industry best practices and improve their proficiency with the tools at their disposal. Equip Your Team with the Right Tools . Establish Clear Expectations. About Call Design .

Coaching 148

Coaching Best practices Consulting Consulting 148

Aspect

JULY 17, 2019

The former CEO of Google and chairman of Alphabet hated this advice the first time someone gave it to him , but now he shares it every single chance he gets : “ H ave a coach.” The right coach might not be an expert in your same specialty, but a coach can look at what you’re doing with another set of eyes.

Coaching 82

Coaching Management Contact center software contact center solutions 82

TeleDirect

OCTOBER 20, 2021

Effective Call Center Strategies | Customer Service Tips for Call Centers | Call Center Coaching from TeleDirect. In other words…it takes a great coach! Like any successful plan of attack, call center coaching and effective call center strategies demand excellence from management and agents. It takes careful planning.

Coaching 62

Coaching Call Center Business Process Outsourcing outsourcing 62

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. This will require investment in online tools and technologies.

Contact Center 152

Contact Center Coaching Consulting Consulting 152

Taylor Reach Group

APRIL 27, 2020

Not providing the tools to enable the agents to serve customers would be shortsighted and would create friction in the interaction and relationship. 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.

Agent Empowerment 137

Agent Empowerment Consulting Consulting Coaching 137

SharpenCX

MARCH 25, 2021

But how can you effectively coach and improve the performance of a dispersed workforce? And, what tools exist out there to help you? And using data from real customer conversations gives you the context you need to effectively coach your team. With the right call center tools, you can transcribe each customer conversation.

Coaching 67

Coaching Call Center Analytics Quality management 67

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

PeopleMetrics

FEBRUARY 25, 2025

Experience Attributes: While we still measure if sales teams are well-prepared, consultative, good listeners, knowledgeable, and proactive, AI tools now help sales teams embody these qualities more effectively. Are you using any AI tools to enhance your sales process? I'd love to hear your thoughts in the comments below.

B2B 62

B2B B2C Construction Sales 62

TechSee

SEPTEMBER 7, 2021

Technicians in all industries need the tools and knowledge to correctly diagnose customers’ issues, and to repair and install parts and devices. Implementing visual guidance tools beyond remote support can also help with quality assurance. More efficient tools are the key to improving onboarding performance and reducing training times.

Technical Support 191

Technical Support Sales Upselling Coaching 191

DMG Consulting

JANUARY 5, 2023

Question: What are some tools our supervisors can use to assist and coach our remote agents? Here are a few of these tools: Real-time monitoring – applications that allow supervisors to monitor agent/customer conversations in voice and digital channels while they are in progress. appeared first on DMG Consulting.

Coaching 48

Coaching Contact Center Consulting Consulting 48

Callminer

SEPTEMBER 23, 2020

Keeping an outbound call center operating efficiently means making the most of both the talent you have on hand and the tools you can afford to implement. Call centers that implement agent performance management solutions equip their agents with the ongoing coaching and training needed to perform at their best. Aim to connect.

Best practices 182

Best practices Call Center Outbound sales Telemarketing 182

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

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 of Smart Selling Tools , Sales Technology Stack Expert. Must-read: Growth IQ: Get Smarter About the Choices that Will Make or Break Your Business.

Sales 133

Sales Consulting Consulting Coaching 133

Nicereply

MARCH 23, 2021

Customer Service Experts, Writers, Consultants, and Influencers. Blake Morgan – Influencer, Customer Experience Consultant and all around smart lady, Blake’s been sharing her knowledge as a Forbes contributor for years, host of The Modern Customer Podcast. Bill Bounds – Customer Support and Leadership Consultant.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

Callminer

FEBRUARY 21, 2018

One common mistake I see from call centers that I have consulted with over the last year is…”. But in many cases, integration is flimsy at best because the product – while claiming to integrate fully – requires hours of additional support, e.g. manual data uploads or advice from a consultant. Mihai Corbuleac. csITsupport. Scott Sachs.

call center software 210

call center software Call Center Contact Center Interactive Voice Response 210

Beyond Philosophy

OCTOBER 20, 2022

The AI tool from NICE Enlighten AI helps agents by coaching them to better customer interaction and giving them a sentiment score, which measures the emotional outcome of that interaction, for each call. appeared first on CX Consulting. The behavior that led to these positive outcomes echoes Dobrev’s research in the book.

Banking 195

Banking Contact Center Coaching Self service 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. Furthermore, some tools allow you to deeper listen on social media. 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

SharpenCX

AUGUST 19, 2021

We’re crushing on Shopify and their dedication to building better tools and the best customer experience for entrepreneurs. Plus, users can integrate their Shopify site with thousands of other digital tools using Shopify’s app store. They create a positive work atmosphere. They can streamline all the services they need into one.

Customer Experience 137

Customer Experience Morale Consulting Consulting 137

CX Global Media

JULY 10, 2019

You can get access to high-performance agent development expert insights and tools anytime, anywhere. More than 35 industry experts deliver insights and tools on the topics of agent hiring, on-boarding, development, leading, and retention. Rebecca Gibson Workplace Learning And Performance Consultant, Gibson Learning And Performance.

Contact Center 120

Contact Center Morale Coaching Chief Customer Officer 120

DMG Consulting

DECEMBER 7, 2020

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store.

Consulting 62

Consulting Consulting Contact Center Marketing 62

CX Global Media

JUNE 6, 2017

To get a better understanding and grip on managing your omnichannel language support, to be able to deliver a non-native language customer experience that engages, you need proper tools. appeared first on Call Center Coach. Watch Matt Schuh of Globo on Omnichannel Language Support in Contact Centers Click to Tweet.

Contact Center 176

Contact Center Government Healthcare Call Center 176

ShepHyken

DECEMBER 23, 2022

There’s work to be done in 2023 to provide employees with the proper communications and collaboration tools to work from anywhere. More than three-quarters (78%) of employees surveyed by Techaisle agree that better communications and collaboration tools help them do their job better. But supporting hybrid work isn’t enough. “In

Surveys 190

Surveys Education Enterprise Technology 190

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%. When employees have access to these tools, call center costs are reduced as agents can resolve issues as quickly as possible. Techniques to optimize staffing.

Call Center 196

Call Center Self service Gamification Contact Center 196

Taylor Reach Group

NOVEMBER 18, 2019

Quality Listeners, then, listen to these calls for coaching opportunities while scoring the agent based on number of predefined mandatory elements (Compliance). The key point is that this new process is focussed on coaching and continuous improvement. It is not meant to be punitive.

Coaching 18

Coaching Contact Center Surveys Best practices 18

NobelBiz

FEBRUARY 25, 2025

Flag policy violations Identify coaching opportunities based on AI-driven insights. These tools allow supervisors to assesscustomer interactions at scale, improve agent training, and enhance overall service quality. Delivering personalized coaching recommendations based on performance trends.

Quality management 52

Quality management Call Center Management Coaching 52

CX Global Media

JULY 11, 2019

You can get access to high-performance agent development expert insights and tools anytime, anywhere. Over 35 industry experts deliver insights and tools on the topics of agent hiring, on-boarding, development, leading, and retention. Kate Nasser The People Skills Coach™ & Author of Leading Morale.

Contact Center 120

Contact Center CCNG Morale Coaching 120

The Northridge Group

MARCH 28, 2022

Northridge employed a three-pronged approach to the analysis: Advanced data analytics – Using advanced data analytics and business intelligence tools, we integrated IVR data, call details and claims information across a multi-month timeframe. Click HERE to learn more about NRG’s healthcare consulting solutions and client segments.

Healthcare 128

Healthcare Analytics Contact Center First call resolution 128

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

Outsource Consultants

AUGUST 3, 2020

Here are some key themes to consider to lower your average handle time (AHT): Coach — Reducing AHT can be as simple as executing a playbook. Contact Outsource Consultants for a free, no-risk consultation to find out. Curious whether your call center is ready to take off again and serve your customers?

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127