Myra Golden Media

JULY 2, 2019

I thought you would appreciate the feedback Thank you. In regards to your eLearning course, your coaching has immensely helped me with a few difficult calls these past three weeks. The particular course that was pivotal to these calls was your “How to De-escalate” section.”.

Coaching 264

Coaching Feedback Customer Support Management 264

Beyond Philosophy

JANUARY 28, 2015

Request feedback. I tried to coach her on saying no in a positive way, but she couldn’t adjust her ways. There are ways to suggest a better course of action without being as blunt as saying no. Get in the game and show you are willing to pull your weight. Do things to help your colleagues; don’t try and score points off them.

Customer emotions 366

Customer emotions Customer centricity Consulting Consulting 366

Toister Performance Solutions

FEBRUARY 21, 2025

The training plan guides you through the Serving Internal Customers course on LinkedIn Learning. The exercise files from the course. Next, discuss the following questions: How is this course relevant to you? It's helpful to share a few best practices for getting the most out of this course: Watch just one video at a time.

Coaching 83

Coaching Best practices Feedback Customer Service 83

Myra Golden Media

NOVEMBER 20, 2019

A customer support specialist said “In regards to your eLearning course, your coaching has immensely helped me with a few difficult calls these past three weeks. The particular course that was pivotal to these calls was your “How to De-escalate” section.” Course Outline: Practice with Feedback. “In

Coaching 185

Coaching Customer Care Customer Support Feedback 185

Myra Golden Media

JANUARY 1, 2019

Are you coaching and holding employees accountable? If you want to see change, you have to set expectations, have coaching conversations, and be willing to deal out consequences. 3) You have to prepare in advance for coaching conversations, so you’re focused and confident. Prepare for Coaching Conversations.

Coaching 195

Coaching Accountability Feedback Personalization 195

Expivia

MAY 15, 2021

Call center coaching is just like coaching a little league team. A talented kid will master swinging the bat on their own, but a coach can help them perfect the move. However, they need that extra coaching to truly become incredible agents. However, they need that extra coaching to truly become incredible agents.

Coaching 98

Coaching Call Center Average Handle Time Feedback 98

CX Global Media

AUGUST 27, 2018

While sharing his story of a lesson learned on the Fast Leader Show , Chris Lah Senior Director at Cincinnati Children’s Hospital Medical Center and Advisory Board Member for Call Center Coach said something that has resonated with me in a lot of ways. It affected the speed, but not the course of action to take. Sound familiar?

Contact Center 174

Contact Center Surveys Coaching Call Center 174

Myra Golden Media

JANUARY 14, 2019

Coach like a coach. Coach like a coach. I spent last week in Carpinteria filming two customer service courses. The endgame was for me to give viewers a fantastic learning experience, and that meant giving me some sharp feedback. Don’t try to be friends with employees. Get agreement.

Coaching 159

Coaching Feedback Personalization Customer Experience 159

Fonolo

JANUARY 21, 2021

Surveying your agents and gaining qualitative feedback can help you identify gaps in your operational processes, especially when compared with quantitative data. Offer coaching sessions. Of course, this is untrue, but If they can’t see their impact, they can’t feel satisfied with their work. Give constructive feedback.

Call Center 176

Call Center Construction Average Handle Time First call resolution 176

ShepHyken

JUNE 29, 2018

Creating a mentorship program which provides staff with one-to-one coaching to improve their skills. Customer Feedback. Looking at feedback from customers – especially existing ones – is the greatest way of finding the underlying problems.

Customer Service 206

Customer Service Feedback Coaching Management 206

Myra Golden Media

JULY 16, 2019

We’re not preparing six-course culinary brilliance. Monitoring Sans Coaching. Employees expect and deserve feedback and guidance on their performance. Calibration keeps everyone who monitors and coaches consistent and fair. Expecting Coaches to Coach Without Training. Yes, I’m serious.

Calibration 153

Calibration Contact Center Coaching Construction 153

Integrity Solutions

JUNE 23, 2020

So after being given a crash course in Management 101, they were sent out to make it happen. Beyond Management 101, Sales Coaching Builds Company Culture. And there’s one specific management responsibility that can unlock all three: coaching. Why Tech Sales Managers Need To Understand Coaching. Sink or swim.

Coaching 81

Coaching Sales Management Employee engagement 81

TeleDirect

MARCH 13, 2025

Provide feedback to improve communication skills and response times. Implement refresher courses for agents to improve their skills over time. Provide constructive feedback on areas for improvement. A: Training duration varies by industry, but a 1-2 week structured program with ongoing coaching is recommended.

Best practices 62

Best practices Call Center Customer Service Average Handle Time 62

Vistio

MARCH 24, 2025

Prioritize Real-Time Coaching and Feedback Hybrid models require adaptive coaching strategies. Utilize screen-sharing tools, call monitoring software, and AI-driven insights to provide real-time feedback. Offer microlearning sessions, refresher courses, and targeted skill development based on performance data.

Contact Center 52

Contact Center Coaching Feedback Personalization 52

Myra Golden Media

MARCH 18, 2020

I’ve neatly packaged my 3R De-escalation Method in a short 30-minute online course. A customer support specialist said “In regards to your eLearning course, your coaching has immensely helped me with a few difficult calls these past three weeks. Course Outline: Practice with Feedback. “In

Coaching 156

Coaching Customer Support Call Center Customer Care 156

Callminer

FEBRUARY 4, 2021

Identifying vulnerable customers so that agents can take the appropriate course of action. Call center managers and supervisors need to train agents on the course of action to take for a vulnerable customer, and they also need to communicate regular feedback to agents to help them get better. @JourneyPure. Adrian Travis.

Call Center 345

Call Center Contact Center Finance Consulting 345

Myra Golden Media

JULY 15, 2019

Need some guidance on how to develop and execute a quality program that is robust, fair, and that your employees buy-in to – and one that doesn’t make your supervisors need to sip wine just to get through a coaching discussion with employees? Design Coaching Strategy. Design Coaching Strategy. I have help for you.

Calibration 153

Calibration Coaching Morale Feedback 153

Customer Service Life

AUGUST 27, 2018

While I’ve certainly had my share of coaching conversations in my career while working to help contact center agents improve quality and performance, it felt incredibly presumptive to position myself as the authority on the topic when I happen to work with a bunch of coaching experts here at FCR. Click here to read the original.

Coaching 83

Coaching Contact Center Management Surveys 83

Calabrio

MARCH 25, 2025

This is where modern contact centers are turning to cutting-edge solutions, including AI, to deliver real-time performance tracking and more actionable coaching. Customer Satisfaction (CSAT) Scores: CSAT gathers direct customer feedback on their experience, providing valuable insights into agent performance.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

Integrity Solutions

OCTOBER 26, 2021

With the stakes higher than ever, organizations recognize that coaching plays a critical role in engaging employees, reducing turnover and improving overall business performance. So why are most of their coaching efforts failing? For years coaching has been seen as a critical aspect of an employee retention strategy. The result?

Coaching 74

Coaching Employee engagement Management Feedback 74

Fonolo

JULY 27, 2021

How to provide constructive feedback to your agents. When providing constructive feedback to your agent, make sure they know where it’s coming from. Constructive feedback isn’t always centered around negative feedback or areas for improvement. Offer coaching sessions and mentorship.

Call Center 142

Call Center Abandon rate First call resolution Construction 142

Calabrio

MARCH 5, 2025

Get a crash course in how AI-powered call quality monitoring can streamline quality managementand help you elevate the customer experience to new heights. By identifying these gaps, you can provide targeted coaching and training to improve individual performance and overall team effectiveness. Want to see how its done?

Best practices 52

Best practices Coaching Scripts Contact Center 52

Fonolo

JANUARY 31, 2023

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. Mentoring or coaching With the right guidance, there’s always an opportunity for one-on-one learning, which can be very effective.

Call Center 141

Call Center Contact Center Coaching Gamification 141

Calabrio

MARCH 7, 2025

Lack of Support and Communication: Poor communication from management, inadequate support, and a lack of feedback can create a negative work environment. Ineffective Coaching and Training: Insufficient training and development opportunities can hinder agent performance and job satisfaction. Provide early engagement and feedback.

Call Center 52

Call Center Benchmark Contact Center Gamification 52

Calabrio

FEBRUARY 25, 2025

Of course, we cant leave it at that. Of course, precisely how exactly a CXM platform does so varies from type to type, tool to tool. This granular understanding allows businesses to proactively address negative experiences, capitalize on positive feedback, and tailor agent coaching to improve future interactions.

Customer Experience 52

Customer Experience CRM Contact Center APIs 52

ShepHyken

JUNE 29, 2020

Of course, you knew that most buyers will pay more for a good service experience, but are you doing anything about it? CustomerGauge) In this eBook, we’ll discuss the four steps within this new model and summarize findings from our white paper that will help you capitalize on customer feedback and grow your bottom line.

Customer Service 32

Customer Service Coaching Consulting Consulting 32

Taylor Reach Group

DECEMBER 7, 2018

Of course, different centers will have different results, as averages are just that. Of course, your investment costs aren’t just associated with those that leave during training or nesting. Improving coaching processes. Of course, staffing and workforce is tricky, and it drives attrition. Creating mentor programs.

Coaching 120

Coaching Contact Center Calibration outsourcing 120

JivoChat

JANUARY 20, 2022

Using online course hosting platforms is an opportunity to teach from wherever you are and have students from all over the world. To enjoy this opportunity, though, it’s essential to plan your course with attention to the details, provide valuable content, and invest in marketing strategies too. . Integrate with several tools.

CRM 52

CRM Sales Marketing Analytics 52

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. The presentation is shown to everyone in the training.

Call Center 182

Call Center Management Scripts Coaching 182

Integrity Solutions

SEPTEMBER 2, 2022

It’s about being fed up with a lack of feedback, no sense of connection to the organization, and frustration with a lack of development opportunities. In other words, great managers are great coaches. Of course, that’s not new information. Now a new phrase has entered the mainstream: quiet quitting.

Management 114

Management Coaching Employee engagement Surveys 114

Calltools

JUNE 10, 2020

What is whisper coaching? In short, whisper coaching or call whispering as it is sometimes referred to is when a sales manager “whispers” in the ears of a call center agent during a call. Call coaching helps provide information to improve an agent’s ability to engage the customer.

Coaching 52

Coaching Call Center call center workforce Metrics 52

Fonolo

DECEMBER 16, 2021

Of course, this can backfire if your team doesn’t respond in a timely manner — much like leaving them on hold. Be wary of negative customer feedback. Seek and reward customer feedback. If you’re not getting the level of engagement you need, consider promoting a reward program to encourage customer feedback.

Customer Service 146

Customer Service Contact Center Abandon rate Call Center 146

Nicereply

FEBRUARY 27, 2019

If you want to succeed in all of them, you need to systematically review both your user feedback and your customer conversations on a regular basis. The output of customer interactions: user feedback. The most obvious one is of course user feedback – CSAT, CES and NPS are great measures for output.

Feedback 71

Feedback Sales Marketing Customer Support 71

Voxjar

APRIL 9, 2020

This guide will show you how to make the transition to remote call coaching and quality assurance. How to overcome the biggest challenges of remote call coaching and QA. What tools are the most effective for remote call quality assurance and coaching. 3: Delivering QA and Coaching Feedback from Home. You’ll learn.

Coaching 52

Coaching Call Center Analytics contact center workforce 52

Call Center Weekly

OCTOBER 20, 2017

Ask for Feedback The most important thing I do is engage my employees in the decisions I make for my department. Of course there are business decisions they cannot be involved in, but I try to ask them for solutions instead of just implementing something on my own. This gains commitment, and not compliance for a brief moment.

Coaching 120

Coaching Sales Call Center Feedback 120

Call Center Weekly

APRIL 23, 2018

They know we will give honest feedback about their products, and when we are ready to purchase, we will remember the relationship we have with their representative, and their company. I love learning new things and recently became a certified coach, and I'm working on certification for handwriting analysis. Follow: LinkedIn.

Coaching 120

Coaching Feedback Customer Service Management 120

BetterXperience

DECEMBER 24, 2015

A customer contacts your company, it goes terribly wrong with the representative, and of course you have to “learn from your mistakes”. I remember thinking “there is no way sending this rep to an e-learning course could solve the problem.” This skill is imparted via coaching and not training. Get better at coaching.

Coaching 91

Coaching Calibration Feedback Personalization 91