CX Global Media

JUNE 25, 2018

Here is an edited transcript from our interview: Jim Rembach : Hey this is Jim with the Fast Leader Show and Call Center Coach and I’m here at Contact Center Expo with Brian Brockman of Orkin. Brian Brockman : Well the big thing is documentation. And our documentation is key. Brian, how do you help folks get over the hump?

Contact Center 174

Contact Center Coaching Call Center contact center solutions 174

Customer Service Life

AUGUST 27, 2018

While I’ve certainly had my share of coaching conversations in my career while working to help contact center agents improve quality and performance, it felt incredibly presumptive to position myself as the authority on the topic when I happen to work with a bunch of coaching experts here at FCR. Click here to read the original.

Coaching 83

Coaching Contact Center Management Surveys 83

TeleDirect

APRIL 7, 2025

CRM and ticketing systems Call routing platforms Knowledge bases and internal documentation Troubleshooting procedures 4. Use Blended Learning Methods Combine online training, classroom sessions, role-playing, and real-time coaching for maximum retention. Technical Training Agents must be proficient in the tools and systems they use.

Call Center 62

Call Center First call resolution Best practices Gamification 62

Callminer

AUGUST 1, 2017

Make onboarding & ongoing coaching as stellar as possible. James Pollard is a marketing consultant who works specifically with financial advisors over at The Advisor Coach. If someone is making a mistake for two months waiting for his/her quarterly coaching session, thousands of dollars can be lost. James Pollard.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Integrity Solutions

OCTOBER 26, 2021

With the stakes higher than ever, organizations recognize that coaching plays a critical role in engaging employees, reducing turnover and improving overall business performance. So why are most of their coaching efforts failing? For years coaching has been seen as a critical aspect of an employee retention strategy. The result?

Coaching 74

Coaching Employee engagement Management Feedback 74

Integrity Solutions

NOVEMBER 14, 2018

When you have the confidence, comfort level and commitment, it’s a lot easier to make coaching a priority. The session focused on Developing a Coaching Culture for Higher Performance and offered a deep dive into our new research on coaching. Establishing a Coaching Culture. Clearly coaching is important.

Coaching 71

Coaching Management Sales Accountability 71

CCNG

MARCH 30, 2022

HR was involved with a new cadence of verbal and written warning documents that aligned with this new management strategy. 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. Does that make sense?”

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195

TechSee

FEBRUARY 19, 2025

A final 3D connectivity scan confirms and documents the WiFi connectivity in FiberCo’s CRM system for future reference. Jeff, a contract technician, uses Sophie AI’s Agent Assist as an expert coach and advisor. After completing the router setup, Flora guides Jen to the optimal placement of each mesh node.

Consulting 109

Consulting Consulting CRM Enterprise 109

Callminer

JULY 22, 2020

If an employee is being dismissed due to performance concerns, you should keep all documentation on file such as data from quality assurance software solutions or performance monitoring reports, as well as any documentation from agent coaching sessions. How are termination letters handled within your organization?

Call Center 182

Call Center Customer Service Best practices Coaching 182

OctopusTech

FEBRUARY 21, 2025

Call Recording Efficient call center for lawyers integrated automated call recording software to allow teams to document client interactions for compliance, quality assurance , and evidence. With call whispering and live coaching, the call agents get all the support they need without the customer on the other end knowing.

Call Center 62

Call Center Interactive Voice Response virtual call center Coaching 62

CCNG

APRIL 20, 2022

For example, a digitized agent coaching system enables team leaders to document their support interactions with agents and simultaneously capture key metrics about every touchpoint relevant to their routine. In the digitized coaching scenario, agents can rate the value of support delivered by their supervisors in real time.

Customer Experience 195

Customer Experience CCNG Gamification Analytics 195

CCNG

MAY 27, 2021

Move to home-based agent program Moving from in center to work from home agents requires expertise in how to set up a work from home program that brings in best practices around training, performance management, WFM/WFO, quality assurance and coaching, technology, communication. culture, motivation, incentives, and employee engagement.

Consulting 195

Consulting Consulting Contact Center Gamification 195

CX Accelerator

DECEMBER 20, 2017

CALIBRATE A performance appraisal is not the time for new coaching. You’ve (hopefully) been putting in the hard work of coaching this employee all year. It’s never appropriate to bring up brand new coaching expectations as part of the end of year performance appraisal. Performance appraisals are the same way.

Calibration 140

Calibration Coaching Personalization Management 140

Steve DiGioia

SEPTEMBER 16, 2016

We base our surveys on trigger events so we can drill right down into what areas we’re doing well and what areas need work, so that we can improve those processes and coach our people to achieve better outcomes. BF : Yes, we constantly survey both our owners and tenants. We view feedback as a gift so it’s really important to close the loop.

Real estate 257

Real estate Customer Experience Journey mapping Employee engagement 257

ShepHyken

MARCH 20, 2020

We’ve seen documentation (not naming names) of attrition rates as high as 150%—as in agent positions being hired for more than once a year EACH. However, most agents aren’t supported with the right training, knowledge, coaching (and so on), hence they are incapable of delivering their best. Yes, you should be freaking out.

Employee engagement 203

Employee engagement Contact Center Coaching Marketing 203

SharpenCX

JUNE 2, 2021

In fact, 37% of companies lack time to collect and analyze their QA data, 31% struggle to have the time and resources to coach and train people to read the data, and 25% lack the necessary technology to do so. Let’s consider four topics that will directly impact your call center QA and improve your training and coaching.

Coaching 67

Coaching Call Center Scripts Analytics 67

Global Response

JANUARY 8, 2025

AI providing potential boosts in CX and productivity: AI-powered tools like chatbots, agent assist, and post-call documentation can provide major improvements to the customer experience and agent productivity when used responsibly.

Call Center 62

Call Center Interactive Voice Response Contact Center Self service 62

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. Call Handling Procedures: Standard greetings/closings, call flow guidelines, escalation paths, documentation standards. switching from chat to call).

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

SharpenCX

MAY 11, 2021

Every profession needs good coaching. Without great coaching, you don’t have a team. As a manager, it’s up to you to coach your individual agents into a team that helps customers. Each of your agents needs 1:1 coaching and each needs different care. You can’t use the same coaching techniques universally with your team.

Coaching 67

Coaching Call Center Customer Experience Feedback 67

SharpenCX

SEPTEMBER 29, 2021

Direct the focus of your coaching, your 1:1 time, and your available resources to support agents where they struggle. Most of the day, I was alone, searching aimlessly through old company documents and an outdated Trello board trying to train myself. Employee Training Templates for 1:1 Coaching & Performance Management.

Contact Center 137

Contact Center Coaching Employee engagement Call Center 137

CSM Magazine

MARCH 28, 2025

Consider creating a Wins Journal where you document positive achievements and feedback. Talk About It Discussing your feelings of imposter syndrome with a trusted peer, mentor, or coach can provide relief and perspective. Write these successes down as a reminder of your capabilities. Don’t be afraid to take advantage of these.

Customer Service 52

Customer Service Management Morale Feedback 52

Balto

JANUARY 6, 2025

Insightful Data-Driven Reports: Track long-term quality trends and assess coaching effectiveness through comprehensive reports. Automated recommendations also aid in specialized coaching, improving dialogue quality and overall outcomes for your company and customers. Key Highlights: AI-driven Insights: Convin.ai

Call Center 52

Call Center Coaching Surveys Contact Center 52

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. We have a very in-depth training process to work with customers and many documents outlining common questions and issues.

Call Center 265

Call Center Customer Service Scripts Coaching 265

ROI CX Solutions

JANUARY 8, 2025

AI tools can strengthen CX and boost productivity: More sophisticated chatbots, live coaching for agents, and automated summaries, when used responsibly, can elevate both customer experience and agent productivity. One major benefit of this tech is that, through generative AI, agents can receive live coaching during conversations.

Call Center 52

Call Center Contact center software Chatbots Interactive Voice Response 52

CCNG

OCTOBER 6, 2020

For example, it can be invaluable to remember each team members’ preferences for ways in which they prefer to communicate and share documents (email, phone, instant message, meetings, shared folders, and calendars, etc.). Equally important is understanding when employees bring the most energy to their tasks.

CCNG 195

CCNG outsourcing Surveys Coaching 195

Balto

MAY 23, 2022

Ugh, Call Center Coaching…Let’s talk about it. . Ok, Call Center Coaching…what is it? Such gripping narratives use exhilarating phrases like “annual performance review,” “call center coaching tools,” and “telephony integration.” Defining the Challenges with Call Center Coaching. Coaching doesn’t scale.

Coaching 52

Coaching Call Center Average Handle Time Entertainment 52

ShepHyken

MARCH 20, 2020

We’ve seen documentation (not naming names) of attrition rates as high as 150%—as in agent positions being hired for more than once a year EACH. However, most agents aren’t supported with the right training, knowledge, coaching (and so on), hence they are incapable of delivering their best. Yes, you should be freaking out.

Employee engagement 164

Employee engagement Contact Center Coaching Marketing 164

SharpenCX

MAY 19, 2020

An employee development plan documents the goals, skills and objectives an employee needs to accomplish in order to grow in career development. When you align goal setting with each employee’s professional development plan, you coach and train with a clear purpose. Then, start coaching them to get there.

Contact Center 128

Contact Center Brand ambassadors Coaching Metrics 128

AWS Machine Learning

SEPTEMBER 13, 2023

Searching for insights in a repository of free-form text documents can be like finding a needle in a haystack. A traditional approach might be to use word counting or other basic analysis to parse documents, but with the power of Amazon AI and machine learning (ML) tools, we can gather deeper understanding of the content.

Coaching 121

Coaching Accountability Enterprise Management 121

JustCall

MARCH 9, 2023

Deploying the services of an artificial intelligence coach is a thing now. Organizations are using an AI call coach for sales reps looking to improve their job skills and enhance their training. In fact, middle-ranked agents are incrementally benefiting from an AI coach to improve their performance.

Coaching 52

Coaching Call Center Construction Best practices 52

NobelBiz

FEBRUARY 25, 2025

Flag policy violations Identify coaching opportunities based on AI-driven insights. Delivering personalized coaching recommendations based on performance trends. This shift eliminates subjectivity, allowing managers to focus on meaningful coaching and operational improvements. Reducing human bias in performance evaluations.

Quality management 52

Quality management Call Center Management Coaching 52

CX Global Media

JUNE 26, 2018

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. Having documentation, strong understandings, because great AI is only filled by having a solid foundation of what all that looks like. Outlining them.

Contact Center 180

Contact Center Coaching contact center solutions Scripts 180

SharpenCX

SEPTEMBER 8, 2021

Back in college, I took a summer job that made me use Slack, email, a call center platform, and an internal documentation system simultaneously. Document and define your communication standards and culture in a place where all new and current employees can easily access them. Set Up New Hires on All Technology.

Call Center 128

Call Center Coaching Feedback Contact Center 128

CSM Magazine

DECEMBER 3, 2024

This app ensures that common issues are documented and easily accessible, reducing ticket resolution times over the long term. Playvox integrates directly with Zendesk to provide tools for quality assurance, performance monitoring, and agent coaching. It allows them to create or update help articles directly from tickets.

Customer Experience 52

Customer Experience Technical Support Coaching Sales 52

SharpenCX

APRIL 22, 2021

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. Read Next] 3 tactics to level-up your call center coaching with speech analytics.

Scripts 128

Scripts Coaching Call Center Accountability 128

Nicereply

JUNE 21, 2021

Promote your knowledge base internally and teach your agents the value of documenting any new information they receive in an easily searchable and accessible way to all who may need it. As a leader, coaching people to speak up and then acting on what they say will give them confidence in their skills to help your customers thrive.

Coaching 124

Coaching Customer advocacy Technical Support Best practices 124