ShepHyken

MARCH 6, 2020

This week we feature an article by Patricia Fripp, executive speech coach and sales presentation skills trainer. She writes about how one negative interaction can affect the customer’s overall experience. At a time when every customer counts, we must never forget how our customers see us.

Customer Service 249

Customer Service Coaching Advertising Scripts 249

OctopusTech

JANUARY 20, 2025

Quality assurance practices have become an essential part of businesses as they strive to deliver exceptional customer experience. For call centers, it means ensuring that the agents are meeting certain standards and providing a great experience to the customers.

Call Center 62

Call Center Scripts Benchmark Average Handle Time 62

Callminer

NOVEMBER 6, 2018

Accenture report revealed that 67% of respondents said they switched because of experience, not product or price. To produce stats as powerful as these, a large percentage of companies must be getting customer experience very wrong. So, why don’t companies act to stop customers saying goodbye?

Scripts 186

Scripts Call Center Call center experience Contact Center 186

Callminer

JULY 30, 2020

That’s why it’s important to train your call center representatives on effective conflict resolution techniques and leverage the right technologies to support ongoing coaching and training. Call center representatives should come from a place of wanting to help, and they should make that evident to customers…”. HealthMarkets.

Call Center 265

Call Center Customer Service Scripts Coaching 265

CX Global Media

SEPTEMBER 11, 2018

The people on both lists include: Lynn Hunsaker : Lynn led customer experience improvement for many years in Strategic Information Manager, Customer Satisfaction Improvement Manager, and Head of Corporate Quality roles. Jeanne Bliss : Jeanne is an expert in customer-centric leadership and business transformation.

Customer Service 168

Customer Service Coaching Customer centricity Scripts 168

Fonolo

APRIL 15, 2020

There’s always a script — a basic list of questions or responses to customers who have issues. Managers and business owners spend countless hours analyzing data and/or speaking with customers to be able to produce at least that: a script. Coaching builds confidence and as a manager, it’s your job to do that.

Coaching 91

Coaching Customer Service Scripts Morale 91

ShepHyken

FEBRUARY 24, 2017

Preparation should include coaching in how to address customer concerns as well as training in backup and emergency systems that are brought online to manage call spikes. It’s wise to develop some basic scripts or outlines that can guide agents through customer conversations if and when a breaking news event occurs.

Contact Center 211

Contact Center Interactive Voice Response Scripts Coaching 211

TeleDirect

APRIL 7, 2025

With the right training strategies in place, call centers can deliver superior customer experiences, improve agent performance, and drive business growth. Develop a Standardized Training Curriculum Create a comprehensive, easy-to-follow training manual that includes scripts, FAQs, escalation protocols, and examples.

Call Center 62

Call Center First call resolution Best practices Gamification 62

Customers That Stick

OCTOBER 2, 2014

Kate Nasser, The People Skills Coach™ , is a smart, energizing, experienced speaker, coach, and workshop leader. Her work in customer experience, employee engagement, leadership, teamwork, transforms how people think, act, and interact. People skills impact every aspect of the customer experience.

Coaching 152

Coaching Government Scripts Employee engagement 152

CX Global Media

FEBRUARY 8, 2018

As a customer with high expectations for excellence, here is my contact center wish list: Conversation, not checklist. I can spot a script a mile away. Additionally, the company’s routing solution can improve the customer experience, sales conversion and reduce talk time. Bell and Meredith Simpson.

Contact Center 189

Contact Center Call Center Coaching Scripts 189

Calabrio

MARCH 5, 2025

A McKinsey survey revealed customer care leaders top growth priorities included customer experience improvement, technology implementation, and identifying revenue growth opportunities. Quality monitoring helps standardize interactions, ensuring adherence to scripts, compliance with regulations, and consistent brand messaging.

Best practices 52

Best practices Coaching Scripts Contact Center 52

Calabrio

MARCH 5, 2025

Analytics Customer Experience (CX) Analytics: A Complete Guide for 2025 Share Today, the experiences businesses offer their customers before, during, and after purchase are every bit as important as the products and services they sell. What is Customer Experience Analytics?

Analytics 52

Analytics Customer Experience Agent Empowerment Contact Center 52

Spearline

NOVEMBER 30, 2021

trillion in consumer spending, due to poor customer experiences. The same Qualtrics study found that more than half (53%) of consumers cut spending after a single bad experience with a company, and 60% of consumers say they would buy more from a company if it treated them better. Businesses globally stand to lose $4.7

Customer Experience 105

Customer Experience Telecommunications Coaching Call Center 105

aircall

JANUARY 3, 2018

If you’re managing a customer support team, then you’re as much a coach as you are a supervisor. Good coaches make their players better, but great coaches go the extra mile and continue making themselves better as well. Each customer could be a potential product evangelist or a vocal detractor.

Coaching 86

Coaching Morale Analytics Benchmark 86

Calabrio

APRIL 23, 2025

One tool that speaks to the needs of coaches, analysts, and contact center leaders alike. An increase in agents script adherence that coincides with decreased customer satisfaction. With this added context, evaluators can flag anomalies and managers can coach in the moment, rather than weeks or even months later.

Contact Center 52

Contact Center Coaching Schedule adherence Agent burnout 52

SharpenCX

MAY 26, 2021

By now you know your agents throw your customers a life raft when their experience is sinking. In fact, some 80% of customers say your agents have the biggest impact on the customer experience. They delivered high-touch sales and customer service. The script to kick off any interaction.

Scripts 67

Scripts Customer Service Contact Center Finance 67

SharpenCX

APRIL 22, 2021

The bad news: there will always be angry customers. The good news: you can coach agents to effectively handle these situations and calm customers down. Coach agents to listen and resist the urge to be defensive. Coach agents to stop anger in its tracks. The “I need someone I can complain to” customer.

Scripts 128

Scripts Coaching Call Center Accountability 128

ShepHyken

MARCH 6, 2020

This week we feature an article by Patricia Fripp, executive speech coach and sales presentation skills trainer. She writes about how one negative interaction can affect the customer’s overall experience. At a time when every customer counts, we must never forget how our customers see us.

Customer Service 156

Customer Service Coaching Advertising Scripts 156

Tethr

JULY 23, 2020

Innovations in AI and machine learning can help identify specific agent behaviors that need coaching. Powering agent coaching opportunities. A Fortune 1000 retailer is using AIS to power agent coaching opportunities. With this understanding, he can be more effectively coached to improve. Now, agents aren’t perfect.

Coaching 68

Coaching Surveys Upselling Scripts 68

SharpenCX

SEPTEMBER 25, 2020

Customer service is a tough job… and it can be hard to stay positive if you’re having a bad day and get a few disgruntled customers in a row. But if a customer is uncomfortable with an agent’s tone of voice or feels like he’s not being heard, it puts the entire customer experience in jeopardy.

Contact Center 128

Contact Center Coaching Scripts Average Handle Time 128

Balto

MARCH 25, 2025

Engaged & Hands-On Leadership AI can surface coaching opportunities, detect compliance risks, and provide real-time agent supportbut its most effective when leadership actively engages with it. When managers are stretched too thin, coaching becomes reactive instead of strategic. Without clear workflows, AI insights may go unused.

Contact Center 40

Contact Center Coaching Scripts Interactive Voice Response 40

SharpenCX

JUNE 2, 2021

How to improve your call center QA and deliver a better customer experience. Some 95% of consumers worldwide consider customer service a defining factor in their brand choices and loyalty. Your goal is to deliver a consistently positive customer experience at every touchpoint. Help the customer feel heard.

Coaching 67

Coaching Call Center Scripts Analytics 67

Global Response

MARCH 27, 2024

An effective call center script balances consistent service quality with personalized customer interactions. The script should serve as a guide rather than a rigid framework. While customer service scripts are incredibly useful and beneficial, they can also be challenging to create. Ready to perfect your CX?

Scripts 62

Scripts Call Center Customer Service Coaching 62

SharpenCX

MARCH 25, 2021

Download Now] Use your contact center’s data to improve the customer experience today. 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.

Coaching 67

Coaching Call Center Analytics Quality management 67

Callminer

JUNE 3, 2019

Not only does this come at an expensive cost to companies due to the time and resources it takes to hire and train, but it can also lead to bad customer experiences—an indirect attack against the heart of your brand. Everything from average handle time (AHT) to net promoter score (NPS) is fueled by their interactions with the customer.

Best practices 140

Best practices Average Handle Time Coaching Analytics 140

CX Global Media

JUNE 26, 2018

I always appreciate the opportunity to meet up with Justin because we fuel each other’s passion for the customer, this industry and the people in it. Here is an edited transcript of our interview: Jim Rembach : This is Jim with Fast Leader Show and Call Center Coach and I’m with Justin Robbins at ICMI’s Expo.

Contact Center 180

Contact Center Coaching contact center solutions Scripts 180

SharpenCX

JANUARY 27, 2021

Equip your agents with scripts for efficient and effective support. But don’t let these scripts replace any coaching methods or strategies you have in place (your agents aren’t robots!). These scripts are meant to be a reference–not a copy-paste response. Here are 6 sample scripts for common live chat support scenarios.

Scripts 67

Scripts Coaching Surveys Accountability 67

Quality Contact Solutions

JUNE 24, 2021

So it is time for call centers to flip the script and change that perception. Call centers are often involved throughout the customer journey with voice, email, chat, and text communication. Given this, call centers are also in a desirable position to help impact their customers’ experience. Quality Monitoring.

Call Center 89

Call Center Customer Experience Telemarketing Best practices 89

AWS Machine Learning

DECEMBER 21, 2023

Great customer experience provides a competitive edge and helps create brand differentiation. As per the Forrester report, The State Of Customer Obsession, 2022 , being customer-first can make a sizable impact on an organization’s balance sheet, as organizations embracing this methodology are surpassing their peers in revenue growth.

Contact Center 122

Contact Center Scripts Interactive Voice Response contact center solutions 122

Callminer

FEBRUARY 4, 2021

If human connection and empathy is central to the customer experience, the ultimate objective is answering the call. It’s important for both contact centers and customers to build a long-term relationship rather than a short, transaction-based one…”. To address the growing vulnerability in call center customer bases…”.

Call Center 345

Call Center Contact Center Finance Consulting 345

Callminer

JULY 5, 2018

When they don’t receive consistent performance feedback, agents often experience burnout and lose their drive to perform efficiently resulting in agent churn and poorer customer experiences. Or do they need more guidance on how to handle certain types of customer conversations? Customize trainings.

First call resolution 157

First call resolution Call Center Average Handle Time Contact Center 157

CX Global Media

JUNE 20, 2017

We all know that providing an excellent customer experience and serving customers is both noble and financially rewarding for organizations. We also know that contact center agents do not find gratification in their job when they have to answer the same type of request from customers over and again. Click to Tweet.

Chatbots 168

Chatbots Contact Center Scripts Call Center 168

Upstream Works

DECEMBER 20, 2022

There are many areas where emerging applications are poised to make a big impact during 2023, both for improving the agent experience (AX) and for making the customer experience (CX) smarter. A second virtual agent use case is assisting or coaching agents during the interaction with customers. Noise Suppression.

Customer Experience 78

Customer Experience Virtual Agent Contact Center Scripts 78

CSM Magazine

JANUARY 2, 2025

Blend initial sessions with ongoing coaching to keep empathy top of mind. Empathy in Customer Interaction Scripts Customer interaction scripts can easily sound roboticunless you build empathy into them. Leave Room for Flexibility : No two customer interactions are the same.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

CSM Magazine

JANUARY 2, 2025

Blend initial sessions with ongoing coaching to keep empathy top of mind. Empathy in Customer Interaction Scripts Customer interaction scripts can easily sound roboticunless you build empathy into them. Leave Room for Flexibility : No two customer interactions are the same.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

Balto

JANUARY 6, 2025

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. Seamless Integration: Convin.ai

Call Center 52

Call Center Coaching Surveys Contact Center 52

Serenova

JULY 7, 2020

Six Call Center Training Tips & Best Practices for Better Customer Experience. Now more than ever, as we increasingly experience life remotely, the most important— sometimes only—interactions we have with brands are through call centers. It’s now about creating superior customer experience with every customer interaction.

Call Center 96

Call Center Scripts contact center solutions Coaching 96