Beyond Philosophy

APRIL 5, 2019

Being the Guardian of Your Service Culture. Keeping up your culture of customer service is not easy. Leadership in many organizations find maintaining the customer service culture they have established is a substantial issue. Your customer service culture is essential to your organization.

Coaching 281

Coaching Employee engagement Best practices Consulting 281

Contact Center Pipeline

MARCH 30, 2023

If you have ever attempted to coach a contact center agent with 10-plus years of experience, then you already know that it is a very different scenario than coaching someone with two to three years of experience.

Coaching 130

Coaching Contact Center Employee engagement Customer Service 130

Beyond Philosophy

OCTOBER 3, 2014

In doing so, the Royal Yacht Britannia team has thought through every aspect of the visit to create an excellent Customer Experience. Downie explained that this was the result of recognising that Customer Service is only the final action in what has to be a much more strategic focus on the whole Customer Experience. “If

Coaching 385

Coaching Consulting Consulting Customer Experience 385

CX Accelerator

DECEMBER 31, 2018

Below are practical recommendations from several of the best minds in Customer Service (myself excluded) to help you develop your best culture in 2019! From Jeremy Hyde: How do your leaders calibrate on what they “coach” on and how/when they approach it? From Jeff Toister: Books To Read: Ken Blanchard's Whale Done.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Fonolo

APRIL 15, 2020

It takes constant support and coaching to make sure that your customer service reps are staying on top of their duties while providing the best possible experience for the customers. You need to be on the same page as your employees. Coaching builds confidence and as a manager, it’s your job to do that.

Coaching 91

Coaching Customer Service Scripts Morale 91

ShepHyken

SEPTEMBER 24, 2019

But you won’t have customers if you don’t have employees to build things and service things. Out of a great employee experience comes employee engagement, productivity, and quality. This translates to a great experience for customers.” – Annette Franz. Her website is cx-journey.com.

Customer centricity 280

Customer centricity Coaching Employee engagement Customer Experience 280

Aspect

AUGUST 14, 2017

Love him or hate him, few football fans will contest the savvy of New England Patriots head coach Bill Belicheck. Clearly, the franchise is more than the sum of its parts and, ultimately, the team’s success must in some part be credited to the structure, discipline, and routine that comes from Belicheck’s coaching.

Coaching 110

Coaching Contact Center Employee engagement Customer Service 110

Calabrio

FEBRUARY 26, 2025

This revolving door of employees isnt just expensiveit disrupts team dynamics, increases hiring and training costs, and negatively impacts customer service quality. But theres a clear solution: investing in employee engagement. Happy employees lead to happier customers.

Coaching 64

Coaching Gamification Employee engagement Morale 64

BlueOcean

DECEMBER 2, 2024

The insight about exceptional customer service and the customer experience is still rock solid, and so we decided to revisit the article entering 2025. When it comes to customer experience , there’s a lot of cross-over between the hospitality industry and the contact center industry. Let me give you a specific example.

Customer Service 62

Customer Service industry standards Contact Center Average Handle Time 62

aircall

JULY 14, 2021

However, there are many reasons they might not be engaged and satisfied at work. What’s more, low employee engagement levels can harm their overall productivity and impact their ability to meet goals or targets. What Is Employee Engagement? Engaged employees have a strong relationship with their company.

Employee engagement 98

Employee engagement Surveys Interactive Voice Response Morale 98

Hello Customer

DECEMBER 7, 2020

Customer service teams carry great responsibility. They are at the frontline of customer issues and complaints. Customers can be more anxious when they call, and your agents are faced with even more and more challenging questions. So, how do you pull your customer service team through?

Coaching 75

Coaching Feedback Customer Service First call resolution 75

SharpenCX

MAY 12, 2020

Back in college, I took a customer service job one summer working in a call center for a nationwide moving service. Download Now: Help your agents get the hang of working in a call center with these 29 coaching techniques and facts. . Organizations that have over 50% employee engagement retain 80% of their customers.

Contact Center 128

Contact Center Customer Service Employee engagement Coaching 128

CCNG

NOVEMBER 9, 2022

For example, engagement among customer service agents is demanding due to the one-to-one nature of customer care, the continuous flow of customer interactions and the lack of physical mobility due to reliance on screen-based support systems. Unleash the full power of your systems and data.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

CX Global Media

AUGUST 8, 2019

Here is an edited transcript of my interview with Anthony: Jim Rembach : Hey, this is Jim with Call Center Coach and the Fast Leader Show. Show me the one or two times this needle in a haystack occurred so that I can make or take a corrective action, whether it’s for coaching or training or for compliance enforcement.

Contact Center 246

Contact Center Coaching Call Center Analytics 246

Steve DiGioia

SEPTEMBER 16, 2016

Today’s guest post is by Ben Motteram , the Principal at CXpert, a customer experience consulting company. Ben has over 20 years’ experience in customer service, and is a recognized CX thought leader. As the National Manager of Customer Support, what are you responsible for? Thanks Ben!

Real estate 257

Real estate Customer Experience Journey mapping Employee engagement 257

Integrity Solutions

NOVEMBER 22, 2022

With employee turnover one of the most serious internal threats credit unions and banks face today, many forward-thinking financial institutions are taking a hard look at their organizations culture and opportunities to change. Coaching is what makes the culture transferable and sustainable. Are Disengaged Employees Really A Concern?

Employee engagement 80

Employee engagement Banking Coaching Personalization 80

SharpenCX

AUGUST 4, 2021

When businesses focus on improving their customer experience and service strategy, they can see up to an 80% increase in revenue. . As a customer service manager, you know how critical it is to deliver the best customer experience. But, over time, your once-polished customer service strategy grows stale.

Customer Service 128

Customer Service Coaching Contact Center Interactive Voice Response 128

ShepHyken

DECEMBER 29, 2020

Emotional Engagement and Customer Centricity. How to Drive Customer and Employee Engagement for a Better Customer Experience. They discuss strategies for building customer centricity and emotional engagement. That means spending time on the frontlines of customer service.

Customer centricity 193

Customer centricity Employee engagement Coaching Consulting 193

ShepHyken

JUNE 19, 2018

Shep Hyken is joined by Marilyn Suttle , conference speaker, bestselling author, and coach, to discuss her new book, Color Their World – The Art of Creating Strong Customer Loyalty. ?. Top Takeaways: The more automated things become, the more important it is to have strong customer service.

Construction 191

Construction Coaching Employee engagement Feedback 191

SharpenCX

MAY 26, 2020

And sometimes, customer service teams are written off because the staggering turnover rates make execs think it’s a lost cause to invest in agents. And it’s easy to think that once a consumer becomes a customer and pays for your product or service, the hard work is done, right? Think about it. Summits are like retreats.

Contact Center 128

Contact Center Customer Service Coaching Customer Experience 128

CCNG

OCTOBER 12, 2022

Many companies are currently reevaluating their culture, recruiting practices, and employee engagement strategies to increase employee retention. If a leader is good at coaching, let them do the coaching piece of leadership on their team. When this happens, customer service scores increase.

Coaching 195

Coaching CCNG Employee engagement Best practices 195

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. Dealing with the public is great training for customer service.

Coaching 152

Coaching Government Scripts Employee engagement 152

BlueOcean

JUNE 26, 2018

We sat down with Paul to discuss his views on best practices for creating incredible customer service. Do you have a “process” for consistently creating exceptional service experiences? How do metrics and standards play a role in customer service? The Secrets to Successful Customer Service.

Customer Service 141

Customer Service industry standards Contact Center Average Handle Time 141

CCNG

MARCH 30, 2022

This can also impact employee engagement and retention. Coach the agent for 20 minutes – check off the box and get the green dot. Understanding the mental process for supervisors It’s time for the 15-minute agent coaching time. Make sure you gain agreement from the customer that this is the issue they called in about.

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195

Call Center Weekly

OCTOBER 25, 2018

This gives the agent insight into what the leadership team is looking for, and offers a chance to provide feedback on creating a great customer experience. Timely Feedback/Coaching: Feedback should be given as swiftly as possible. To delay only reinforces bad habits and behaviors that may lead to bad customer experiences.

Customer Service 136

Customer Service Government Feedback Contact Center 136

TechSee

AUGUST 26, 2024

Call centers are the frontline of customer service for many businesses. Providing excellent service in call centers is crucial for maintaining customer satisfaction and loyalty. However, call centers face a variety of challenges that can prevent them from delivering the best possible service.

Call Center 124

Call Center Customer Service Average Handle Time Interactive Voice Response 124

Brad Cleveland Blog

MARCH 5, 2025

Strategic coaching is essential to employee engagement and the highest levels of performance. Tactical coaching is focused on specific skills or requirements. By strategic coaching, I mean coaching that is ongoing and focused on developing the whole person.

Coaching 26

Coaching Employee engagement Personalization Quality management 26

CSM Magazine

DECEMBER 28, 2021

takes an in-depth look at how leaders can improve employee engagement to drive a better customer experience and achieve greater customer loyalty. You know the old adage, “happy employees = happy customers.” That is where employee engagement comes into the picture. What does this mean exactly?

Employee engagement 59

Employee engagement Customer Experience Coaching Brand ambassadors 59

CX Global Media

SEPTEMBER 23, 2019

Here’s a recap of what they shared: With Unymira’s focus on customer service, we’ve put together a list of the top twenty CX influencers this year. WEBINAR: How Coca-Cola® Adds Life to Contact Center Employee Engagement. The post Top 20 CX Influencers to Follow in 2019 appeared first on Call Center Coach.

Contact Center 159

Contact Center Coaching Employee engagement Call Center 159

Playvox

APRIL 11, 2023

Engaged contact center agents are essential to the success of any customer service operation. When employees feel connected to their jobs and have meaningful goals, agent performance increases. And happy agents tend to deliver experiences that delight your customers.

Employee engagement 63

Employee engagement Contact Center Gamification Coaching 63

CX Global Media

JULY 17, 2018

Make no mistake, Call Center Coach is not only the name of our business — it’s an industry need. According to an Executive Priorities report from Strategic Contact , coaching is the number one priority in contact centers. In many circles, the thought of coaching is about supervisors coaching agents. Click to Tweet ).

Contact Center 179

Contact Center Coaching Construction Call Center 179

ShepHyken

JUNE 25, 2021

a leading consulting service for the major voice of the customer (VOC) platforms, helping clients in a variety of industries. Annette Franz, CCXP is the founder and CEO of CX Journey Inc., For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Customer centricity 302

Customer centricity Coaching Consulting Consulting 302

Callminer

JULY 15, 2019

Employee Engagement Trends of 2019 featuring nGuvu. Employee engagement is a persistent problem at contact centers, as evidenced by high employee attrition rates, flat or declining sales, increased customer service complaints, and increased compliance violations. Register for 9am BST Session .

Contact Center 28

Contact Center Telecommunications Analytics Employee engagement 28

SharpenCX

SEPTEMBER 29, 2021

As a manager, your executive team is consistently pushing you to keep employees engaged, reduce turnover, increase profitability and efficiency. We’ve compiled four employee training templates to give you practical strategies to increase learning and training in your contact center. I understand. Where do you start?

Contact Center 137

Contact Center Coaching Employee engagement Call Center 137

ROI CX Solutions

FEBRUARY 25, 2025

From managing schedules to improving employee engagement, WFM helps call centers run smoothly by making sure the right people are in the right place at the right time. Employee engagement: Engaged employees create a positive workplace culture and have higher productivity. Contact us today to learn more.

Call Center 52

Call Center Management call center workforce Employee engagement 52

ProProfs Blog

JUNE 30, 2020

Customers wouldn’t see what you have to offer, but what you are willing to change for them. That’s the true essence of customer service experience. To help you understand this essence and develop better customer service strategies, we’ve curated a list of some of the best customer service books below.

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Coaching 128

ShepHyken

MARCH 11, 2022

Check-in on remote employees and spend some time making a human connection before diving right into tasks and to-do lists. It’s customer service 101, and it applies to your team members too. . Understand that the times are changing, and the needs and expectations of employees are changing too. Anticipate their needs.

Coaching 240

Coaching Personalization Marketing Customer Service 240