ShepHyken
DECEMBER 31, 2024
Heres a link to the article that featured the first Ten Customer Experience questions and answers.) Id be Captain Amazing, working with clients who want to create amazing customer and employee experiences. Anything less than a consistent experience erodes confidence and trust in the company or brand. Are you ready?
Calabrio
MARCH 26, 2025
AI-powered workforce management, coaching assistants, and automated feedback are transforming the industryoffering personalized coaching, optimized scheduling, and smarter workload distribution. This results in low morale, reduced productivity, and high turnover. This led to greater agent engagement, flexibility, and job satisfaction.
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CX Global Media
OCTOBER 10, 2018
Join her as she leads a seminar with Call Center Coach titled: How Do Your Call Center Supervisors Measure Up ? Jim Rembach is the President of Call Center Coach and Host of the Fast Leader Show podcast. Penny Reynolds Leads Seminar on Supervisor Performance with Call Center Coach – Click to Tweet. Please Share.
ShepHyken
JUNE 21, 2019
And amongst that shared audience, their customer experience becomes the expectation set on your brand. Accenture calls these new, slippery customer expectations liquid expectations. Customer expectations are out of your hands. Customer experience has been democratized. Your customers don’t want to wait.
Speaker: Kate Nasser, The People Skills Coach™
Contact center agents are people and people can grow on their own BUT great collaborative coaching truly guides agents to connect authentically to customers better and better each time. Great collaborative coaching awakens and guides an agent’s ability and choices with customers in a wide range of situations.
The Northridge Group
NOVEMBER 4, 2021
Customer loyalty is earned by being great and consistent at the basics and finding ways to delight your customers in unexpected ways. Frontline excellence training instructs managers in the following best practices of great coaches : Providing dedicated coaching with role modeling for the supervisors.
ShepHyken
DECEMBER 14, 2018
The majority of CX practitioners in our research believe their organizations take a sensible approach towards training, ensuring that all employees receive regular information security coaching. Also, we could see new customer experience -centric security controls place a bigger strain on budgets.
Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager at SupportLogic
Couple that with a potentially volatile economy and it's clear that organizations must invest in innovative approaches if they want employees who are engaged and informed enough to significantly improve the customer experience and eliminate the high costs associated with agent attrition. How proper coaching can reduce agent burnout.
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Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. When was the last time you took a step back and really examined the quality management (QM) in your contact center?
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Contact center leaders understand that frontline agents need in-call guidance to manage complex calls and drive higher levels of employee and customer experience. Real-time agent assist technology is enabling leading contact centers to accomplish these goals.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Join this webinar to discover how automation can streamline your quality assurance (QA) procedures and empower you to proactively coach agents and elevate the customer experience with data-driven insights.
Speaker: Laura Sikorski, Contact Center Consultant
Your staff requires appropriate tools and integration to all operational functions of your business to satisfy customer needs. Companies can achieve high customer satisfaction and loyalty when there is appropriate training, coaching, measurement/reporting, and organizational collaboration.
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A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.
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