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Watch John Grasso of Winstream share insight on Cloud ContactCenterSoftware. The post John Grasso of Windstream on Cloud ContactCenterSoftware appeared first on Call CenterCoach. Cli c k to Tweet. About Windstream. Get more human-centric and move onward and upward…faster.
The post Boost Employee Engagement by Creating a Coaching Culture Where your Agents Thrive appeared first on Sharpen ContactCenterSoftware. Agents are calling out to you, escalating calls with upset customers who will only speak with the manager. Some days it seems like your agents can’t.
“To Script or Not to Script” For decades, call center scripting software has been at the heart of customer service operations, helping call center agents navigate complex conversations, ensure compliance, and provide a consistent customer experience. This ensures that every interaction is optimized for success.
Contactcenter managers struggle to coach for better performance. In a sea of numbers spread across 13 different screens, how do you know what levers to pull to make real changes in your contactcenter? Download Now: How to build customer experience strategies using the data you already have in your contactcenter.
I didn’t choose to highlight Coach Wooden because of that, though. The post A Lesson on Coaching from John Wooden appeared first on Sharpen ContactCenterSoftware. John Wooden was from a south-central town in Indiana called Martinsville, which is a stone’s throw from the wooded property I call home in Monrovia.
Omnichannel Strategies for BFSI: Enhancing Customer Experience with ContactCenterSoftware Do you know the top priority of today’s customers? In this blog, you will get to explore the importance of omnichannel strategies in enhancing CX and how contactcentersoftware can support omnichannel strategies in the BFSI sector.
The key ingredient to a top-performing team of agents is an all-star coach. They’re the coaches who know that actionable and relevant feedback have a profound impact on their team, so they make it their priority. The post Recipe for coaching agents in 30 minutes per day appeared first on Sharpen ContactCenterSoftware.
The post Top 20 Quotes for Coaching Inspiration appeared first on Sharpen ContactCenterSoftware. Sometimes we only need a cup of coffee or a quick break to read our favorite blogs to get our head back.
Find out what it takes to deliver winning service and sales experiences across channelsincluding the best omnichannel contactcentersoftware options to support your efforts in 2025. Table of Contents What Is an Omnichannel ContactCenter? What Are the Benefits of Having an Omnichannel ContactCenter?
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.
Your agents quit their jobs when they don’t get the coaching they need. The post 10 ContactCenterCoaching Methods that Work appeared first on Sharpen ContactCenterSoftware.
Cloud-based contactcentersoftware offerings continue to grow 2. Wide adoption of self-service contactcenter options 4. AI taking center stage in the CX world 5. With customer consent, these contactcenter technology trends can make very useful tools. Read Time: 7.5
Coaching your agents helps them feel connected, engaged and valued at work. The post Coaching Starts At Onboarding appeared first on Sharpen ContactCenterSoftware. Why wouldn’t you start this process during onboarding?
But, the reality is, if you don’t coach and train your agents, they’ll leave. The post The Missed Opportunity of Not Coaching Your Agents appeared first on Sharpen ContactCenterSoftware. Cue the next song on your playlist: “Another one bites the dust.” Okay, that’s a tad dramatic.
In-line coaching and training. Does your omnichannel software put coaching and training into your daily workflow? Your agents crave feedback and relevant coaching in-the-moment. An omnichannel platform with built-in coaching tools lets you leave feedback on interactions as you review them.
In-line coaching and training. Does your omnichannel software put coaching and training into your daily workflow? Your agents crave feedback and relevant coaching in-the-moment. An omnichannel platform with built-in coaching tools lets you leave feedback on interactions as you review them.
The post A Coaching Framework to Sail Through the Holidays appeared first on Sharpen ContactCenterSoftware. All that cheer and joy comes jam-packed with lofty time management expectations and an added dose of expenses. Everyone has too little time and too many priorities. I blinked and we’re half-way.
Fortunately, there are solutions to help address your concerns, and we’ve got some suggestions for the best contactcentersoftware for remote workers. While these are great virtual meeting tools for communicating in and engaging as a group, you might need other technology in place for one-on-one coaching for individual agents.
And, our managers use it to coach and measure our team's performance. That… The post Tips & Tricks for Mastering AVOXI’s ContactCenterSoftware appeared first on AVOXI. Our inbound and outbound teams rely on this technology to communicate with our customers every day.
Improving Customer Service in BPOs with Multi-Tenant ContactCenterSoftware Noted management guru Peter F. That’s the power of multi-tenant contactcentersoftware for BPOs! What is Multi-tenant ContactCenterSoftware? Imagine an office building called the contactcenter.
WFO empowers agents to take ownership of their own professional development and fosters a positive, productive coaching environment. The post 6 Signs Your Legacy ContactCenterSoftware is Holding You Back appeared first on SharpenCX. Learn more about the SharpenCX platform.
The post 7 ContactCenterCoaching Tips to Personalize Your Agent Experience appeared first on Sharpen ContactCenterSoftware. In that time, your agents could hike the Inca Trail and have some extra time to explore the.
The problem is, though, that there’s some mystique surrounding coaching. The post 8 coaching mistakes that cost you agents: How many are you making? appeared first on Sharpen ContactCenterSoftware.
The post The Good, the Bad, and the Ugly of ContactCenterCoaching appeared first on Sharpen ContactCenterSoftware. Most days, it’s too long and unmanageable, so bottom-of-the-list priorities shift from one day to the next, to [.].
The single most important thing you can do as a contactcenter manager is coach your team. The post ContactCenterCoaching Best Practices for Beginners appeared first on Sharpen ContactCenterSoftware. And, it creates a culture of trust company-wide.
The post How In-Line Training and Coaching are the Ultimate Customer Experience Management Tools appeared first on Sharpen ContactCenterSoftware. You have a meeting in five minutes, but you see a window of time cracked open juussst enough to peek at interactions.
Insightful Data-Driven Reports: Track long-term quality trends and assess coaching effectiveness through comprehensive reports. Convin is an AI contactcentersoftware that utilizes Conversational Intelligence (CI) to capture customer sentiment and improve agent and customer experience. Seamless Integration: Convin.ai
The post The ContactCenterCoaching Best Practice You Aren’t Using appeared first on Sharpen ContactCenterSoftware. Learn about the best practice that can improve the engagement and performance of your front-line customer service agents. [.].
The post 5 data-backed strategies to improve your contactcentercoaching appeared first on Sharpen ContactCenterSoftware. Your agents are still taking calls and helping customers, yet you can’t help but wonder what the 2 [.].
Coaching is broken. Call center managers are bogged down with time-sucking tasks every week, leaving less than 7 percent of time left to coach agents. That means you have three hours TOTAL per week to coach every. You spend more than twice as much time driving to work than you do coaching your [.].
The post Coach agents to create urgency not emergency when talking to customers appeared first on Sharpen ContactCenterSoftware. We used to be astounded by the 8-second responses we had at our fingertips when we “Googled” our most pressing questions. Now, we can have [.].
With effective and frequent customer service training and coaching. Aside from quarterly summits, make a schedule for more frequent coaching. For larger contactcenters, you may have to make 1:1s monthly. Coaching on the Fly. Use contactcenter trends and industry tips to accelerate your coaching.
It involves continuous efforts to coach and better sales teams. Sales coaching plays a key role in raising a high-performing team of sales representatives. But statistics show that with excellent sales coaching, sales teams can attain 91% attainment of sales quota. So, are you tapping into coaching for your sales reps?
Outbound call centers thrive only when agents can place calls with confidence, and confidence is borne of preparedness. Call centers that implement agent performance management solutions equip their agents with the ongoing coaching and training needed to perform at their best. Use tools that accommodate multiple channels.
Invest In Call Coaching Call coaching can be a great tool to build confidence in contactcenter agents. An experienced agent or manager coaching on a live call can help your agents build confidence in handling common issues and troubleshooting new ones.
Download Now: Help your agents get the hang of working in a call center with these 29 coaching techniques and facts. . The onboarding process in any call center can feel daunting. Contactcenter agents are the primary touchpoint your customers have with your company.
In most industries, there was an enormous spike in customer contacts as soon as the COVID-19 outbreak hit. Some teams quickly found that their contactcentersoftware didn’t have the power of scalability. Managers can surface impactful coaching opportunities to help reps reach their goals.
Still have questions about call center training? What is Call Center Training? Simply put, call center training is any course, seminar, video, coaching session, or other activity that teaches the skills and behavior required for success in a call center. How to Buy ContactCenterSoftware 6.
Monitor Agent Activity To Provide Real-Time Coaching. While no good contactcenter manager would suggest that an agent should speed through a call too quickly or cut any corners, they should , however, encourage agents to be as efficient as possible.
Coach and train them in-line and on-time, right after their interactions. Coaching your agents to empowerment means they’ll be ready to find unique resolutions for customers. To lock in the friendly, knowledgeable service your customers expect at every touchpoint, empower your agents.
When you take time to consistently understand how your contactcenter agents want to grow, you’re proactively managing their job satisfaction. When you align goal setting with each employee’s professional development plan, you coach and train with a clear purpose. Rachel is struggling with her First Contact Resolution metric.
This fleeting access to memory is why in-the-moment coaching is so impactful. Download Now: Get real about coaching and training your agents with these 7 techniques. A typical call centercoaches and trains agents in a few different ways. And, they cram months (and months) of feedback into a single coaching session.
Brad Butler, ContactCenterSoftware 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. Tune in now and supercharge your call center training!
It means coaching better and more often. The post How to Hire the Right Agents appeared first on Sharpen ContactCenterSoftware. Attacking agent attrition means throwing old management methods out the window and starting new. It also means changing up the way you hire agents.
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