ShepHyken
MARCH 10, 2021
If any part of the team isn’t in alignment with the customer service vision, be it an individual or a department – or even an entire region for larger companies – they need to be coached and properly trained. Everyone must know the role they play in delivering on that definition.
ShepHyken
DECEMBER 9, 2020
Addressing the individual responsible for the complaint is a teaching and coaching opportunity for that specific employee. The lesson on how these are handled is definitely worth sharing. The type of reviews and complaints you want to share with the team have to do with customers experiencing a flaw in your process.
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ShepHyken
JULY 30, 2021
You definitely don’t want that to happen, so you need to strive to enhance client satisfaction. To start providing the service, you may need to pay for online courses or take an exam to get a certification , but it will definitely be worth it! As a CMA and CMA coach,?Nathan?mentors Here are a few ways to do just that. .
ShepHyken
SEPTEMBER 22, 2021
Everyone must be in alignment with leadership’s vision and definition of the organization’s culture. Create a simple and easily remembered definition of what customer service looks like in your organization. The leader of a truly effective team is like the coach of a professional sports team. It should be one sentence or less.
SharpenCX
AUGUST 25, 2021
It can be tough to keep up with the latest lingo and to decipher between doppelganger definitions that seem almost identical. And often, when you look for clear definitions of contact center terms, you find explanations laced with jargon. You read the definition (over and over) and ask yourself: “Okay, but what does that even mean?”.
Balto
MARCH 3, 2025
Smart Sentiment Analysis Features: Tone detection Emotion recognition Context understanding Cultural nuances Real-time transcription services convert conversations into searchable text, enabling instant quality monitoring and coaching opportunities. The key lies in using AI to complement human agents rather than replace them.
ShepHyken
OCTOBER 7, 2016
If, in coaching, we told the advisor they were ‘good’, we all were happy. Because in most cases, it was the typical definition of “good” – “not bad.”. Shep Hyken . There was a time when ‘good’ was ‘good enough’ If a customer said we were ‘good’, we were happy.
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