Callminer

FEBRUARY 4, 2021

More effectively identifying and managing customer vulnerability isn’t just a benefit for consumers, companies that can successfully support vulnerable customers deliver better customer service and improve customer retention and loyalty. To address the growing vulnerability in call center customer bases…”.

Call Center 345

Call Center Contact Center Finance Consulting 345

Comm100

SEPTEMBER 27, 2018

Customer service agents should be adequately and continuously coached to learn the skills they need to provide quality customer service. Just like coaching in any other field, the coach needs to take the time to observe those being coached and to build them up where they need help.

Coaching 69

Coaching Feedback Customer Service Customer retention 69

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. Effectively evaluating and enhancing agent performance ensures a consistent delivery of high-quality service, leading to improved customer experiences and increased retention.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

Calabrio

APRIL 11, 2025

This nesting phase can include supervisors, evaluators, or dedicated coaches providing immediate feedback, guidance, and support to reinforce learning and help build confidence. Ongoing Development and Retention Training doesn’t stop after onboarding.

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

Omnicus

AUGUST 21, 2022

Customer retention is the most important aspect of doing business. It helps you realize your company’s profitability and improve customer service, market share, and revenue. However, retaining customers can be one of the most challenging aspects of running a company. The good news?

Coaching 56

Coaching Customer retention Marketing Customer Service 56

TechSee

JUNE 16, 2022

In addition, Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco. Brian Cantor, Managing Director, Digital at Customer Management Practice. Brian is the Managing Director of Customer Management Practice Digital and founder, president, editor-in-chief at Headline Planet. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Peter Lavers

FEBRUARY 27, 2018

This often-underlooked type of customer service training focuses on teachable skills like negotiation and psychology and is one of the best tools for increasing your company’s customer retention. It’s not enough for support reps to say nice things to customers. Provide continuous coaching.

Customer Service 249

Customer Service Coaching Chatbots Best practices 249

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. The #1 reason these customers switch brands is that they feel underappreciated and don’t believe the company cares about them.

Call Center 265

Call Center Customer Service Scripts Coaching 265

JustCall

MAY 6, 2022

This is why data-driven sales coaching is so important. . As a sales manager or leader, a big part of your responsibility is to coach your reps and assist them in their growth. Now, of course, real-time sales coaching is far from easy. Speaking to everyone with a single coaching program is ineffective. .

Coaching 52

Coaching Sales Morale Feedback 52

TeleDirect

MARCH 14, 2025

Empower Call Center Agents with Proper Training A knowledgeable and confident customer service team plays a crucial role in providing superior CX. Well-trained agents can handle customer concerns efficiently and create positive interactions. Teach agents how to handle difficult customers with empathy and patience.

Best practices 62

Best practices Call Center Multi-channel support First call resolution 62

NobelBiz

FEBRUARY 25, 2025

Flag policy violations Identify coaching opportunities based on AI-driven insights. AI-Powered Speech and Text Analytics AI enables deeper insights into customer interactions by analyzing spoken and written communication in ways that traditional monitoring cannot. Provide live assistance to agents ,improving issue resolution.

Quality management 52

Quality management Call Center Management Coaching 52

SharpenCX

MAY 26, 2020

Organizations must wake up to the truth of the matter — remarkable customer service is a competitive advantage. Now, 89% of businesses compete on the customer experience they deliver — not just through the initial sale. Your customer service experience also plays a key role in customer retention strategies, too.

Contact Center 128

Contact Center Coaching Customer Service Customer Experience 128

Contact Center Pipeline

AUGUST 5, 2020

a Canadian training company that helps contact centers improve their sales and customer experience results. Area of Expertise: Training contact center agents to deliver great customer service and upsell effectively for improved customer retention and higher revenue. What is your […].

Upselling 32

Upselling Contact Center Customer retention Sales 32

Robert Davis

JANUARY 29, 2020

The contact center side-by-side coaching model by Robert C. Whether you are trying to improve customer acquisition or retention, customer experience (CSAT/NPS) or other KPIs, there is nothing more important than a commitment to coaching and a set of robust coaching tactics. Davis and Associates.

Coaching 9

Coaching Contact Center Best practices Customer retention 9

Callminer

JULY 15, 2019

Zeroing in on Ideal Coaching Moments with Speech Analytics featuring Vivint. Creating Customer Service Super Agents with Data, Tech and Coaching featuring Forrester. Hear from CallMiner and employee engagement experts nGuvu in a discussion of the employee engagement trends in 2019. Register for 9am BST Session .

Telecommunications 28

Telecommunications Contact Center Analytics Employee engagement 28

TechSee

APRIL 16, 2019

Proactive assistance is the practice of identifying and resolving customer issues before they become problems. Taking the initiative in support processes could increase customer retention rates by 3-5% with consumers generally positive toward proactive service.

Call Center 126

Call Center Contact Center Agent Empowerment Coaching 126

Taylor Reach Group

NOVEMBER 18, 2019

This internally focused approach could be in conflict with what customers feel and experience. In fact, we have seen situations where internal quality results had negative correlations with customer satisfaction and by extension customer retention! It is not meant to be punitive.

Coaching 18

Coaching Contact Center Surveys Best practices 18

BlueOcean

MARCH 11, 2025

Measuring the Success of Conversation Intelligence When measuring the success of conversation intelligence programs, one of the most crucial distinctions is separating soft skills metrics from customer experience metrics. This shift from reactive to predictive engagement is transforming how we approach customer retention.

Customer Experience 62

Customer Experience Calibration Average Handle Time Metrics 62

VirtualPBX

MAY 16, 2024

At VirtualPBX, our customer experience team uses outbound calling to connect with our customers, whether that’s onboarding for new products or checking in to offer support. Ensure your customers are neither forgotten nor inundated by creating a well-paced schedule encompassing all of your communication channels.

Telemarketing 106

Telemarketing virtual call center call center professionals Technical Support 106

Education Services Group

OCTOBER 26, 2022

Strong CSMs want to push their customer conversations up a level, and to drive continued value and partnership. Here are some helpful coaching tips: Help CSMs remove tactical communications out of their recurring strategic meetings. The post Coaching Tips for Helping CSMs Move Beyond the Tactical appeared first on ESG.

Coaching 52

Coaching Scripts Education Metrics 52

SharpenCX

AUGUST 31, 2021

A customized dashboard offers many benefits : Focused insights to improve training and coaching methods Compiled data to improve decision making Transparency to increase agent productivity Clarity around team goals and benchmarks. Customer Churn Metrics. Customer retention is critical for business growth.

Call Center 128

Call Center Metrics Benchmark Contact Center 128

Customer Guru

AUGUST 21, 2018

With an expertise in customer service and experience trends, customer retention, employee engagement, and the like, DiJulius has worked with several brands such as The Ritz-Carlton, Starbucks, Nordstrom, and many more. John is an “Ex-Disney Guy” and Customer Experience Coach. John Formica Follow @JohnFormica.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

ROI CX Solutions

APRIL 15, 2025

This guide outlines the importance of de-escalation skills, common triggers for customer anger, and strategies for resolving conflicts in both face-to-face and remote settings. Role-playing escalated scenarios for skill building Simulating real-life scenarios helps agents gain confidence and proficiency in de-escalation skills.

Customer Service 52

Customer Service Brand ambassadors Wait times Coaching 52

TeamSupport

SEPTEMBER 16, 2020

Whether Support is motivated by customer retention, operational efficiency, financial contribution, or attainment of customer satisfaction, the key is to define and achieve positive business results from support operations with strategies that align to tangible and measurable support metrics. Learn more at servicexrg.com.

B2B 89

B2B Customer Support Strategic Value Customer retention 89

TeamSupport

SEPTEMBER 14, 2020

Being prepared to engage customers proactively is essential to assuring that customers can successfully adopt and apply the products they have. This is the first step in customer retention. Founded in 2004, the organization works with the world’s leading technology companies to transform and optimize service outcomes.

B2B 81

B2B Customer Support SaaS Strategic Value 81

ChurnZero

JULY 8, 2022

Oh, by the way, what’s your customer retention?” It was clear that, barring any wildly outlandish figures, customer retention wasn’t a dealbreaker in their decision to invest. Segmentation is the foundation of proactive service that can increase product adoption and customer retention.

SaaS 98

SaaS Metrics Customer retention Upselling 98

Kayako

AUGUST 28, 2015

Use the following hard skills as coaching points to empower your support team. Being courteous and attentive has little to no impact on customer retention. Being courteous and attentive has little to no impact on customer retention. Being courteous and attentive has little to no impact on customer retention.

Engineering 109

Engineering Customer retention Coaching Customer Support 109

Noble Systems

SEPTEMBER 29, 2020

WFO is an inclusive term that pulls in virtually every operational aspect of a modern call center, including workforce and quality management, analytics and business intelligence, agent engagement and customer retention, and more. What are the Benefits of using a WFO Solution? A true WFO suite includes a number of technologies.

Management 86

Management Gamification Quality management Schedule adherence 86

CSM Magazine

JANUARY 2, 2025

Improved Customer Retention Why does empathy matter for customer retention? When customers sense that support genuinely cares, theyre more likely to stay loyal. And loyal customers arent just repeat buyers. Blend initial sessions with ongoing coaching to keep empathy top of mind.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

Outsource Consultants

AUGUST 3, 2020

Here are some key themes to consider to lower your average handle time (AHT): Coach — Reducing AHT can be as simple as executing a playbook. Make sure you’re helping new and existing agents understand the best practices for common customer scenarios. . Boost Customer Satisfaction for Travel Industry ROI.

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127

Playvox

FEBRUARY 13, 2023

Beyond evaluation scores, it also focuses on coaching and includes processes to maintain the integrity of the feedback, like calibration. With sky-high customer expectations and the increasing use of digital channels, keeping service quality high is no easy task.

Contact Center 78

Contact Center Quality management Calibration Coaching 78

Calabrio

MARCH 25, 2025

Growing in tandem along with the latest AI innovations busy transforming the role and capabilities of the modern contact center, todays VoC tools play a key part in shaping the future of customer experience, marketing, and beyond. Translate insights into more effective agent coaching and training.

Journey mapping 52

Journey mapping Contact Center Analytics Surveys 52

CSM Magazine

JANUARY 2, 2025

Improved Customer Retention Why does empathy matter for customer retention? When customers sense that support genuinely cares, theyre more likely to stay loyal. And loyal customers arent just repeat buyers. Blend initial sessions with ongoing coaching to keep empathy top of mind.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

IdeasUnlimited

OCTOBER 5, 2021

But there are call centers that offer always-on customer support for even small scale businesses thanks to customizable packages that can be scaled down. If a small business can find a cost-effective option, then a call center to represent their business 24/7 is definitely something that can help improve customer retention.

Call Center 98

Call Center outsourcing Coaching Scripts 98

Integrity Solutions

OCTOBER 5, 2022

In one recent study , among many with similar findings, 78% of respondents said good customer service is fundamental to earning their loyalty and business. And retaining those customers is serious business: Just a 5% increase in customer retention can produce more than a 25% increase in profits.

Customer Service 87

Customer Service Coaching Scripts Customer retention 87

Outsource Consultants

JANUARY 16, 2025

Effective QA programs directly impact key performance indicators (KPIs) such as customer satisfaction scores (CSAT), Net Promoter Score (NPS), and first call resolution (FCR) rates. Targeted Training and Development: Use QA findings to inform personalized coaching sessions and broader training initiatives.

Best practices 67

Best practices Contact Center First call resolution Average Handle Time 67