Beyond Philosophy

MAY 25, 2022

As a result, their team was always pressured to streamline staffing, coached to be as efficient as possible with multiple priorities, and designed to generate the least amount of cost. Turnover makes it difficult to train your people in the skills necessary to deliver that experience you want for your brand. Are You Prepared?

Contact Center 370

Contact Center Consulting Consulting Coaching 370

Beyond Philosophy

OCTOBER 3, 2014

He believes that his job is to direct, lead, coach, drive the breakdown truck and then coach again. Once the recruits join the team, however, training is essential. You get the right people, and you train them to do the right things at the right time and in the right way,” he explained.

Coaching 385

Coaching Consulting Consulting Customer Experience 385

Beyond Philosophy

MAY 14, 2020

As a specialist in applying the science of influence and persuasion in sales, leadership, and coaching, Ahearn spoke to us about the six fundamental principles on how to influence people. However, when people learn that Ahearn is one of 20 personally trained experts from Robert Cialdini himself, they sit up straighter and pay more attention.

Consulting 419

Consulting Consulting Personalization Accountability 419

Beyond Philosophy

AUGUST 21, 2017

We see it every day in our customer experience consultancy. I recently re-read an article by life coach Melanie Allen that explains ambiguity in business well. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Consulting 351

Consulting Consulting Healthcare Coaching 351

Beyond Philosophy

AUGUST 9, 2017

Bekerman said his managers feel they have more time to coach employees; a task Bekerman described as “more meaningful” than counting paper. On the one hand, speeding up service and eliminating mundane tasks to free employees up to do other tasks, like coaching their direct reports, seems like it would be a boon to Customer Experience.

Banking 0

Banking Coaching Surveys Employee engagement 0

Callminer

FEBRUARY 4, 2021

Firstly, contact centers can make use of call analytics software to analyze past call recordings and use them to train agents how to identify vulnerable customers. Adrian Travis is the Founder and President of Trindent Consulting. Carol Tompkins is the Business Development Consultant at AccountsPortal. Adrian Travis.

Call Center 345

Call Center Contact Center Finance Consulting 345

ShepHyken

NOVEMBER 12, 2019

Training begins during the hiring process. The first day of training should focus on company culture. Additionally, this training should never end. Seize opportunities to continually coach your employees toward improvement. Training begins during the hiring process.” – Dennis Snow. How do I hire right?

Coaching 233

Coaching Consulting Consulting Customer Experience 233

Beyond Philosophy

MARCH 28, 2019

However, most of them are coaching sites, so I can see why he says it.). In my global Customer Experience consultancy, I have dealt with some companies who spend hours talking about the.001 We just engaged in some of that thinking at Beyond Philosophy with training we launched. He says you have to control the “controllable.” (Now,

Management 359

Management Consulting Consulting Benchmark 359

Call Design

JUNE 29, 2020

While experience is never a bad thing, your team can always train someone to improve their skills. Establish a Coaching Relationship. There is a fine line between a coaching and management relationship. Coaching is an incredible management approach that gives the power of development back to the employees.

Management 202

Management Coaching Consulting Consulting 202

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

Beyond Philosophy

APRIL 20, 2016

If you enjoyed this post, you might be interested in the following blogs: Training Employees on Nonverbal Clues. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Top 50 Marketing Thought Leader’ Reveals Latest Trend.

Customer emotions 282

Customer emotions Metrics Consulting Consulting 282

Outsource Consultants

APRIL 12, 2021

In part two, we’re focusing on how business leaders can work with their BPO partners to set more ambitious training targets. In the last year, organizations with rock-solid training processes were handsomely rewarded, quickly scaling their teams remotely as the need for work-from-home agents skyrocketed. What gets you over the hump?

Management 125

Management outsourcing Gamification Average Handle Time 125

ShepHyken

DECEMBER 28, 2021

Shep Hyken interviews Rebecca Morgan, an international speaker, management consultant, and bestselling author. Train staff properly. 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.

Morale 193

Morale Consulting Consulting Coaching 193

Integrity Solutions

NOVEMBER 29, 2022

While investing in sales training can produce a range of benefits, all of us in sales know it all boils down to the bottom line. Here are the sales training metrics you should be using to measure your success. How to Determine Sales Training Metrics. How to Determine Sales Training Metrics.

Metrics 84

Metrics Sales Coaching Accountability 84

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

COPC

SEPTEMBER 21, 2023

Moreover, many training programs use impressive yet daunting terminology and equations that don’t resonate with the majority. Let’s start with a topic that often comes up on my assignments – coaching customer satisfaction (CSAT). So, why do we care, or what does this have to do with coaching CSAT?

Coaching 87

Coaching Contact Center Surveys Metrics 87

ShepHyken

FEBRUARY 1, 2019

– Communicate and train employees on what that experience looks like. – If it is apparent that the current customer experience isn’t ideal, intervene and provide coaching. Training employees on how to use the application using specific “A day in the life” scenarios is vital. Disseminate it. Demonstrate it.

Customer centricity 235

Customer centricity CRM Finance Coaching 235

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. It should not be, and will not be, a quick fix to move challenging employees to another team because that supervisor may have solid coaching or interpersonal skills.

Contact Center 195

Contact Center CCNG Coaching Call Center 195

Beyond Philosophy

APRIL 15, 2019

We spoke with Marilyn Suttle, a conference speaker, and three-time best-selling author and coach, on a recent podcast. In our global customer experience consultancy, we call this situation an inside-out approach or an environment focused on what is good for the company rather than what’s good for the customers.

Customer Service 287

Customer Service Airlines Best practices Consulting 287

Steve DiGioia

DECEMBER 5, 2016

Training is also essential. New York Times Best Selling Author with 7 books & 12 Business programs, international speaker, & considered the top sales training and social media expert in the world today. Then get to work in embedding those factors in your hiring, training, communication, recognition, accountability, etc.

Customer centricity 264

Customer centricity Consulting Consulting Metrics 264

Steve DiGioia

SEPTEMBER 16, 2016

Today’s guest post is by Ben Motteram , the Principal at CXpert, a customer experience consulting company. We base our surveys on trigger events so we can drill right down into what areas we’re doing well and what areas need work, so that we can improve those processes and coach our people to achieve better outcomes. Thanks Ben!

Real estate 257

Real estate Customer Experience Journey mapping Employee engagement 257

Beyond Philosophy

JULY 29, 2019

Surprisingly, there are not training courses on company politics and how to deal with them. In our global Customer Experience consultancy, this concept is also true with clients. Beyond Philosophy’s latest Training Program Coaching & Advice helps you move forward with consultation that is customized for your specific needs.

Consulting 260

Consulting Consulting Morale Benchmark 260

Beyond Philosophy

JANUARY 5, 2021

Furthermore, I believe in giving back with coaching for leaders that need an extra set of hands to manage the crises they face. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. How did I get through it?

Consulting 221

Consulting Consulting Government Coaching 221

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

Babelforce

SEPTEMBER 15, 2021

To be fully effective, agents need your support; implementing a solid call center training program will equip your team with everything they need to handle conversations effectively. Here are 13 tips to give your call center training program a boost. 13 Call Center Training Tips. #1 1 Start training early.

Call Center 102

Call Center Scripts Contact Center Airlines 102

Call Design

JANUARY 19, 2021

Offer Training and Professional Development. 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. But how exactly can we improve the satisfaction of our agents?

Coaching 148

Coaching Best practices Consulting Consulting 148

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. Ensure training is up to date.

Coaching 62

Coaching Call Center Business Process Outsourcing outsourcing 62

Nicereply

JULY 16, 2020

Train on Defining Your Worth. When consulting with stock experts, he noted that most bids to bring out the stock ranged between sixty and ninety times earnings. Training can develop a professional’s strengths and skills. The main advantages of a well-trained team of negotiators are: A broader knowledge base.

Coaching 92

Coaching Consulting Consulting Sales 92

Fonolo

NOVEMBER 3, 2020

Keynote Speaker and Official Forbes Coach. CX Expert, Speaker & Consultant. The People Skills Coach ™ , Author of Leading Morale , Customer Service & Leadership Consultant. Investment in agent hiring, training, and retention is now a top priority for contact center executives. ” — Annette Franz.

Contact Center 167

Contact Center Coaching Consulting Consulting 167

Call Center Weekly

JULY 27, 2017

However, through training and coaching, we achieve the opposite. We spend much time teaching agents not to get upset, but little time is spent training them how to handle their feelings. I have led or consulted contact centers of various sizes across numerous industries. It's only natural for them to blow off steam.

Contact Center 136

Contact Center Government Coaching Consulting 136

Taylor Reach Group

MAY 14, 2020

You’ll be the “great boss example” they cite in future training seminars. Regular coaching and one-on-ones should still happen. Just CLICK HERE to schedule a free consultation. That individual caring will be long remembered. If your people are actively working, you have more opportunities to connect with them.

Employee engagement 171

Employee engagement Consulting Consulting Coaching 171

TechSee

SEPTEMBER 7, 2021

Training 10K Technicians Within A Few Days! Within a few days, they were able to achieve 95%+ accuracy in training their computer vision powered capabilities, and experienced a huge boost in workforce productivity. Onboarding & Training. This training generally focuses on imparting knowledge. Coordinating Curtains.

Technical Support 191

Technical Support Sales Upselling Coaching 191

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

CX Global Media

DECEMBER 28, 2017

Coaching is the #1 agent experience focus for 2018. He mentioned that in over 25 years of consulting, he learned, that we are pathetic at change. It’s that while you are implementing system and organizational changes you must train and coach your people. The inside-out and the outside-in approach. But which one?

Contact Center 159

Contact Center Coaching Customer centricity Customer effort 159

SharpenCX

MARCH 25, 2021

But how can you effectively coach and improve the performance of a dispersed workforce? And using data from real customer conversations gives you the context you need to effectively coach your team. That’s why I’m diving in on how to use speech analytics to improve coaching and engagement in your call center. .

Coaching 67

Coaching Call Center Analytics Quality management 67

Eptica

JUNE 19, 2019

Date: Wednesday, June 19, 2019 Author: Anne-Merete Jensen - Senior Business Consultant 5 ways training can transform your customer service. Author: Anne-Merete Jensen - Senior Business Consultant Customer service and customer experience need to be constantly improving in order to meet rising customer expectations.

Customer Service 76

Customer Service Best practices Contact Center Consulting 76

Callminer

SEPTEMBER 23, 2020

Outbound call centers depend on skilled and well-trained agents as much as useful software to consistently meet business goals. Call centers that implement agent performance management solutions equip their agents with the ongoing coaching and training needed to perform at their best. Prioritize on-the-job experience.

Best practices 182

Best practices Call Center Outbound sales Telemarketing 182