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

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. Instead, practice accepting positive feedback graciously.

Customer Service 52

Customer Service Management Morale Feedback 52

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

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. We view feedback as a gift so it’s really important to close the loop. BM : Absolutely. .

Real estate 257

Real estate Customer Experience Journey mapping Employee engagement 257

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

CCNG

MAY 27, 2021

They have experience across many centers and industries and can either present quick solutions or listen to your ideas and provide feedback on what you might expect. A consultant works with you to create requirements documents that assess priorities for both functional and non-functional requirements.

Consulting 195

Consulting Consulting Contact Center Gamification 195

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

Callminer

MAY 11, 2020

Ongoing training and coaching are equally important to ensure that your employees are equipped with the skills and knowledge they need to do their jobs effectively. And, coaching sessions provide an ideal opportunity for managers to check in with their agents or employees to get their feedback on how things are going from their perspective.

Management 273

Management Customer Experience Customer Service Coaching 273

Balto

JANUARY 6, 2025

Insightful Data-Driven Reports: Track long-term quality trends and assess coaching effectiveness through comprehensive reports. Qualtrics Qualtrics CustomerXM enables businesses to foster customer-centricity by leveraging customer feedback analytics for actionable insights. You can also import questions from previous surveys.

Call Center 52

Call Center Coaching Surveys Contact Center 52

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

DECEMBER 3, 2024

SurveyMonkey for Zendesk: Gather Feedback Effortlessly Customer feedback is invaluable for improving your support. This app ensures that common issues are documented and easily accessible, reducing ticket resolution times over the long term. It allows them to create or update help articles directly from tickets.

Customer Experience 52

Customer Experience Technical Support Coaching Sales 52

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

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 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 Contact Center Feedback 128

Real Blue Sky

NOVEMBER 25, 2024

To maximize your success here, you’ll need to hire and train for good judgment—you’ll never be able to document a process for every scenario. Continuous Feedback and Coaching: Regular feedback is vital. This can be done through self-reflection, seeking feedback, and engaging in mindfulness practices.

Construction 52

Construction Morale Feedback Coaching 52

NobelBiz

FEBRUARY 25, 2025

Automation and Real-Time Monitoring: Staying Ahead of Issues Real-time monitoring powered by AI ensures that agents receiveinstant feedback and corrective guidanceduring live interactions. Flag policy violations Identify coaching opportunities based on AI-driven insights. Reducing human bias in performance evaluations.

Quality management 52

Quality management Call Center Management Coaching 52

Fonolo

JANUARY 31, 2023

Simply put, call center training is any course, seminar, video, coaching session, or other activity that teaches the skills and behavior required for success in a call center. Mentoring or coaching With the right guidance, there’s always an opportunity for one-on-one learning, which can be very effective. What is Call Center Training?

Call Center 141

Call Center Contact Center Coaching Gamification 141

CCNG

SEPTEMBER 27, 2023

A knowledge base is a depository of articles with a search function that will bring up multiple documents based on key words or an electronic library with categories. A knowledge management system can be used with all agent channels and should have an AI component.

Management 195

Management Average Handle Time Self service CCNG 195

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

Call Center Weekly

MARCH 1, 2018

I asked my team members for feedback, consulted with other successful leaders, and read everything I could on the subject of making meetings more effective. It’s a great skill in which to coach a strong performer. It’s not enough to just document open items in the meeting notes, you have to get closure on them. Ask for feedback!

Contact Center 136

Contact Center contact center associations Coaching Feedback 136

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

DMG Consulting

APRIL 16, 2019

VoC results from speech analytics can be used to replace traditional enterprise feedback management (EFM) programs, or can be integrated into EFM reporting and used to augment findings. Speech analytics applications can automatically document compliance, provide recorded proof for regulators, and help organizations avoid fines and penalties.

Analytics 115

Analytics Enterprise Quality management Coaching 115

Balto

MARCH 17, 2025

Agent coaching becomes more targeted as prescriptive systems identify skills gaps and learning opportunities. Supervisors should focus on specific call segments where agents struggled rather than overwhelming them with broad feedback. Decision support systems suggest optimal next steps for agents during live calls.

Call Center 52

Call Center Customer Experience Average Handle Time Analytics 52

Kayako

MARCH 9, 2017

This will assist you in giving thorough feedback to customers who are asking for new features, or when querying if a feature isn’t working. Coaching, mentoring, and training new staff. “Coaching and mentoring has helped me scale my career in customer support. Creating self-service documentation.

Customer Service 71

Customer Service Engineering Coaching Self service 71

Fonolo

JUNE 9, 2020

Gathering feedback from customers has become an industry standard for contact centers. Qualitative Data – Provides information that must be interpreted (feedback, observations, etc.). For example: Customer satisfaction surveys, employee feedback. How to Give Feedback to Improve Agent Performance.

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

Integrity Solutions

MARCH 19, 2024

An accurate forecast allows you to identify strengths and weaknesses in the pipeline, what opportunities need time, energy and resources and which sales reps need additional coaching and in what areas. In my view, pipeline management, coaching and forecasting accuracy go hand in glove. Have they stated the cost of inaction/status quo?

Sales 106

Sales Coaching B2B Customer centricity 106

TechSee

OCTOBER 10, 2019

Collect team feedback: Brainstorming sessions and focus groups can surface any barriers to cooperation and help smooth the way toward a collaborative culture. Whisper coaching enables managers to listen in on agents’ calls, and coach them in real time.

Contact Center 117

Contact Center Wireless Scripts Average Handle Time 117

Babelforce

SEPTEMBER 15, 2021

Experienced employees can provide real-time coaching and feedback, which many of them sincerely enjoy doing! This could include highlighting help documentation or pointing out upselling or cross-selling opportunities. 12 Easy access to documentation. 13 Provide quality feedback. 4 Go beyond scripts.

Call Center 102

Call Center Scripts Contact Center Airlines 102

ChurnZero

JANUARY 28, 2022

Collect feedback and adapt. Document everything. Playing show-and-tell with your new software too early can lead to extraneous feedback, unclear expectations, and a headache for you. Instead, consider using a phased approach that allows you to consolidate feedback and drive meaningful change early on. Document Everything.

SaaS 98

SaaS Feedback Coaching Education 98

Interaction Metrics

FEBRUARY 20, 2025

Get a Third Party to Conduct Your Surveys If you want NPS feedback you can trust, avoid running surveys in-house. Close the Loop Quickly Speed matters when addressing customer feedback. Responding to both ends of the spectrum shows customers their feedback is truly valued. Now, were here to share that knowledge with you.

Surveys 62

Surveys Benchmark Feedback Metrics 62

Fonolo

SEPTEMBER 10, 2020

This allows you to coach and train your agents to provide the best customer experience possible, no matter what challenges come their way. They may even provide positive feedback about your business! Here’s how to deal with the positive customer: Always thank them for positive feedback. Don’t assume they’re your friend.

Call Center 125

Call Center Construction Feedback Contact Center 125

Satrix Solutions

JANUARY 29, 2021

This happens because few capitalize on the feedback in such a way that it resonates with customers and enhances their experience over time. The follow-up process conveys an important message to customers that their feedback was heard, and the company is committed to acting. Why is closing the loop important?

Scripts 78

Scripts Surveys Feedback Customer centricity 78

SharpenCX

DECEMBER 16, 2020

And, how can you share feedback, faster, to help your agents learn from their most recent interactions? We talk about coaching. That’s because the best managers are great coaches. The recipe for managing a successful customer service team is one part manager to three parts coach (at least).

Management 76

Management Customer Service Coaching Contact Center 76

Callminer

APRIL 23, 2019

Document all updates and protocol changes. Once you have the needed documentation, it is important to keep it updated. Companies should document all changes to the security environment throughout the year. It may be helpful to schedule monthly time on your calendar to create updates based on agent and management feedback.

Best practices 159

Best practices Call Center Banking Contact Center 159

SharpenCX

DECEMBER 2, 2020

How can we improve your training and coaching? Document important aspects of your call center tech, like what platforms need to be open and key steps to use them, as a reference point for agents when they need help. How to upskill your agents with frequent coaching and better metrics. But don’t just reprimand.

Call Center 128

Call Center Customer Service Contact Center Metrics 128

Playvox

MARCH 21, 2024

Agent morale can also be impacted by inconsistent feedback on performance. In the case of social media, there are many well-documented and viral examples of an agent providing poor customer service that then leads to a domino effect for the company’s brand. Research supports this statement.

Morale 90

Morale Contact Center Quality management Coaching 90

TechSee

AUGUST 26, 2024

Regular Performance Feedback: Providing ongoing feedback to agents about their performance is essential for continuous improvement. Use call recordings and performance metrics to review service delivery and provide constructive feedback. Regular feedback loops are another crucial aspect of skill improvement.

Call Center 124

Call Center Customer Service Average Handle Time Interactive Voice Response 124