TechSee

OCTOBER 10, 2019

The traditional contact center – with agents in cubicles following scripts and rushing to meet individual KPIs – will soon be a thing of the past. Whisper coaching enables managers to listen in on agents’ calls, and coach them in real time. By the book. Every agent for himself.

Contact Center 117

Contact Center Wireless Scripts Average Handle Time 117

Integrity Solutions

SEPTEMBER 23, 2024

Imagine this scenario: You are a new coach of a tennis team comprised of mostly average players. They appreciate the investment and tell others that their new coach is the best! Managers play a critical role in coaching their reps in order to develop their potential to execute those conversations with confidence.

Sales 107

Sales Coaching Telecommunications Accountability 107

Comm100

MARCH 8, 2017

Kate Nasser, otherwise known as the People Skills Coach™, offers anyone who happens upon her Twitter page a wealth of knowledge on topics such as how to increase your impact and how to create positive customer experiences. She is an expert on customer-centric leadership, and an active tweeter. Kate Nasser. KateNasser.

Customer Service 0

Customer Service Chief Customer Officer Customer centricity Scripts 0

Hodusoft

JULY 19, 2023

Call Monitoring and Whisper Coaching: Managers or supervisors can listen to live calls to monitor agent performance and provide real-time guidance through Whisper Coaching. This feature allows supervisors to guide agents without the customer listening, ensuring high-quality service.

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98

Satrix Solutions

JANUARY 29, 2021

Following up with customers after they have taken the time to share feedback (commonly known as “closing the loop”) is one of the most critical determinants of a successful customer experience (CX) program. Coach your CS team to concentrate on what is being said rather than just hearing that the person is upset.

Scripts 78

Scripts Surveys Feedback Customer centricity 78

GetFeedback

AUGUST 14, 2019

But I see a place for Customer Satisfaction Score (CSAT), based on organizational goals, resources, and structure. Customers and their experiences are complex and nuanced, so there’s no perfect metric. So consider CSAT as one of many tools available to help you improve your customer’s experience. . Goal 2: Coach employees.

Metrics 109

Metrics Journey mapping Surveys Coaching 109

NobelBiz

JULY 25, 2023

Discover the transformative potential of data-driven decision-making and personalized interactions that cultivate lasting relationships with customers. Join us as we navigate the landscape of Customer Interaction Analytics and its significant impact on customer-centric approaches in today’s business world.

Analytics 98

Analytics Call Center Contact center software Scripts 98

Customer Relationship Metrics

JULY 26, 2017

And it sets agents up to fail in a customer-centric world. Now, contact centers must implement a constructive process that focuses primarily on knowledge gained from customers, not from internal criteria assumed to create customer-centricity. Think about the evaluation, the calibration, and the coaching.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

Calabrio

MARCH 5, 2025

Well start with the basics, and then move on to the best practices and best CX analytics tools for creating a truly customer-centric approach in 2025. What is Customer Experience Analytics? In the process, they equip leaders to identify skill gaps, deliver targeted coaching, and develop effective ongoing training programs.

Analytics 52

Analytics Customer Experience Agent Empowerment Contact Center 52

Integrity Solutions

SEPTEMBER 28, 2023

Customers want empathy. They don’t want ten minutes of on-hold music only to hear canned, scripted responses that ignore their real issues and needs. Because the customer experience (CX) will mirror your employees’ experience, your mission, vision and values have to be clear and embedded into the culture.

Customer Service 110

Customer Service Coaching Contact Center Banking 110

Integrity Solutions

JULY 24, 2024

When they do the work to understand the customer’s long-term needs and goals and how those goals can be addressed most effectively, they become a valued resource and trusted partner to their customers. Regular training, reinforcement and coaching is vital to keeping your team motivated and engaged.

Sales 106

Sales Coaching Marketing Scripts 106

Integrity Solutions

OCTOBER 5, 2022

But investing in customer service training isn’t a guarantee that you’ll have the desired impact on day-to-day behavior and the work environment. It takes more than product knowledge and a script to help someone be customer-focused. A script or product FAQ only skims the surface of a problem.

Customer Service 93

Customer Service Coaching Scripts Customer retention 93

Tethr

JULY 21, 2020

Based on the Tethr Effort Index, AIS is a machine learning-based score that isolates the specific variables attributable to an agent within an interaction with a customer. A Fortune 1000 hospitality company is using AIS as a way to get back to what truly matters—the customer. AIS represents a new way forward. Putting AIS into action.

Coaching 69

Coaching Construction Upselling Scripts 69

ChurnZero

NOVEMBER 29, 2022

Like many early-stage Customer Success teams, I was working with limited resources and did not have any headcount to hire new talent. I talked to folks from various departments in hopes of seeking out that customer-centric mindset. However, I was allowed to re-recruit current employees for the team.

Scripts 98

Scripts Sales Customer centricity Coaching 98

360Connext

FEBRUARY 12, 2018

I’ve seen really exciting ways to weave learning into the very DNA of customer-centric organizations. In fact, offering education to customers and employees is a direct way you can influence the customer experience. In fact, now I’m offering coaching for leaders, too. Listen in to hear more about it!

Education 88

Education Healthcare Scripts Customer centricity 88

Kayako

APRIL 29, 2019

And with good reason, customer-centric culture is the backbone of good customer experience. Richard Branson famously said “If you look after your staff well, they will look after your customers. There is a lot of focus on employee engagement and experience these days. Encourage employee self-care.

Customer Service 83

Customer Service Employee engagement Customer centricity Entertainment 83

CrazyCall

APRIL 16, 2019

Finding out what metrics you should be focusing on, what are the best ways to train your agents, and which one is the best script that your agents should use can not only improve the quality of the service, as it can also result in building a less stressful work environment in which agents are more efficient whilst providing great service.

Best practices 70

Best practices Call Center Scripts Customer centricity 70

Balto

JANUARY 18, 2025

Supervisors Monitoring performance and coaching agents in real-time. Managing a Call Center Team: The Key Roles That Drive Success Managing a call center is like coaching a sports team. Supervisors The Coaches Supervisors are in the trenches. Key Focus Areas: Real-time coaching and feedback loops. Flip the script.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 17, 2025

Supervisors Monitoring performance and coaching agents in real-time. Managing a Call Center Team: The Key Roles That Drive Success Managing a call center is like coaching a sports team. Supervisors The Coaches Supervisors are in the trenches. Key Focus Areas: Real-time coaching and feedback loops. Flip the script.

Best practices 52

Best practices Call Center Metrics Management 52

Integrity Solutions

MARCH 3, 2020

The most persistent contact center challenges can be overcome by making coaching a part of the culture and developing your agents’ listening and problem-solving skills. For several years we’ve been participating in Customer Contact Week (CCW), the world’s largest customer contact event series. The Power of Coaching.

Contact Center 59

Contact Center Coaching Scripts Management 59

SharpenCX

FEBRUARY 12, 2020

Customer experience futurist Blake Morgan ranked Lyft among her top 100 customer-centric companies on Forbes. My role in helping to make that a reality is to deliver a world-class experience that our customers–both drivers and riders–love and trust.”. Learn 29 facts and tactics to improve coaching in your contact center.

Customer Experience 84

Customer Experience Transportation Contact Center Coaching 84

Integrity Solutions

OCTOBER 27, 2021

Customers want empathy. They don’t want ten minutes of on-hold music only to hear canned, scripted responses that ignore their real issues and needs. Excellent customer service is what you get from someone who’s empowered to solve a problem and go above and beyond for you — someone who views themselves as your advocate.

Customer Service 72

Customer Service Coaching Banking First call resolution 72

Balto

JANUARY 24, 2025

From supervisors seeking better coaching tools to executives driving strategic decisions, Balto provides tailored value to meet unique challenges. Heres how: Supervisors: Real-Time Coaching at Scale Supervisors face the challenge of monitoring numerous agents while ensuring consistency and compliance.

Call Center 52

Call Center Scripts Coaching First call resolution 52

SharpenCX

JULY 26, 2023

It provides deeper insights on customers. Want to become more customer centric? Get to know your customers on a deeper level — not just their name, contact information, and purchased products, but their likes, dislikes, and inclinations for future purchases. From there, you can set goals for improving the metric.

Call Center 67

Call Center Contact Center Contact center software Coaching 67

Customer Service Life

JUNE 26, 2017

Building an award-winning customer experience – D an Moross , Director of Customer Experience at MOO gave us an inside look at their operation. In short, they have a refreshingly human approach, completely doing away with IVRs and scripts and focusing on getting customers the help they need quickly and efficiently.

Contact Center 68

Contact Center Journey mapping Entertainment Chatbots 68

SharpenCX

NOVEMBER 26, 2019

Automate coaching moments and send microlearning lessons to your agents’ queues. And, gather context from customer conversations and metrics, and share them with your team. It’ll benefit them, your customers, and your company. Want tools to make coaching easier and less of a time suck? They’ll follow scripts and protocol.

Contact Center 67

Contact Center Coaching Metrics Average Handle Time 67

SharpenCX

NOVEMBER 26, 2019

Automate coaching moments and send microlearning lessons to your agents’ queues. And, gather context from customer conversations and metrics, and share them with your team. It’ll benefit them, your customers, and your company. Want tools to make coaching easier and less of a time suck? They’ll follow scripts and protocol.

Contact Center 67

Contact Center Coaching Metrics Average Handle Time 67

JustCall

OCTOBER 16, 2023

This is an all-too-familiar line often used in customer service. In fact, two out of ten customers are hit with this script (or any of its variations) before their call is transferred. The trick is to orchestrate a seamless transfer process to reduce customer frustrations. Can I please place your call on hold?”

Customer centricity 52

Customer centricity Contact Center Contact center software Morale 52

Hodusoft

MAY 29, 2024

Call Monitoring: Using call monitoring functionality, supervisors can actively monitor live calls in real-time to assess agent performance, ensure adherence to scripts and policies, and provide immediate feedback and coaching.

Interactive Voice Response 52

Interactive Voice Response Contact center software CRM Contact Center 52

Playvox

FEBRUARY 1, 2024

Creating context around the words, and following a more analytical approach to decoding customer sentiment, provides a finely tuned understanding of customer satisfaction, consumer preferences, and overall public opinion. What Is Customer Sentiment Analysis? The key is to not rely on one input. Apply the insights.

Contact Center 93

Contact Center Best practices Surveys Feedback 93

Noble Systems

FEBRUARY 14, 2019

Recently, we published a blog on customer-centricity, which refers to creating a culture that places the customer at the core of every business decision a company makes so that their experience at every touchpoint is amazing every time. So, in order to be truly customer-centric, you must first become employee-centric.

Employee engagement 59

Employee engagement Contact Center Gamification Customer centricity 59

Skybridge

AUGUST 24, 2022

It means all of those things, plus connecting your customers with agents who listen carefully, ask thoughtful questions, and check to be sure that the customer really did get the help they needed. That’s a hiring, training, and coaching investment. Not if you’re reaching for extraordinary heights in customer experience.

Average Handle Time 52

Average Handle Time Customer Care contact center solutions Scripts 52

SharpenCX

FEBRUARY 12, 2020

Customer experience futurist Blake Morgan ranked Lyft among her top 100 customer-centric companies on Forbes. My role in helping to make that a reality is to deliver a world-class experience that our customers–both drivers and riders–love and trust.”. Learn 29 facts and tactics to improve coaching in your contact center.

Customer Experience 67

Customer Experience Transportation Contact Center Coaching 67

Noble Systems

MARCH 19, 2021

Popular monitoring modes include listen only, in which the agent may not even know they are being observed, and coach monitoring. In the coaching mode, managers can assist the agent during a call, but the customer can’t hear the manager. Managers can listen to an agent’s call in real-time. Real-time Insights and Analytics.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

Horizon CX

FEBRUARY 29, 2024

Overall, the implications of perfunctory service are far-reaching and can have detrimental effects on customer satisfaction, loyalty, brand reputation, employee morale, and business growth. Equip employees with the tools and resources they need to understand customer needs and deliver exceptional service.

Morale 52

Morale Customer centricity Upselling Feedback 52

Balto

NOVEMBER 2, 2023

A contact center is considered successful if it’s customer-centric. In other words, every action and decision should directly contribute to higher customer satisfaction levels. Technology can also help contact centers guide and coach agents by easily identifying their strengths and weaknesses.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

Balto

AUGUST 23, 2024

Insightful Data-Driven Reports: Track long-term quality trends and assess coaching effectiveness through comprehensive reports. Dynamic Prompts: Assist your agents during make-or-break moments with timely responses and questions to improve their performance and improve customer satisfaction. Key Highlights: AI-driven Insights: Convin.ai

Call Center 52

Call Center Coaching Surveys Contact Center 52