Beyond Morale

OCTOBER 16, 2012

Have you ever stopped to ask why there are coaches and teams that are consistently at the top? I find myself looking to emulate great coaches (leaders) all of the time. Coach K is More than a Winner. At Duke University, Mike Krzyzewski (Coach K) he has been the head men’s basketball coach since 1980.

Employee engagement 66

Employee engagement Coaching Surveys 66

ShepHyken

JUNE 29, 2020

CustomerGauge) In this eBook, we’ll discuss the four steps within this new model and summarize findings from our white paper that will help you capitalize on customer feedback and grow your bottom line. Don’t just read these and think about them. Use them as a catalyst to take your CX to the next level. Take action on them!

Customer Service 33

Customer Service Coaching Consulting Consulting 33

SharpenCX

MARCH 25, 2021

But how can you effectively coach and improve the performance of a dispersed workforce? And using data from real customer conversations gives you the context you need to effectively coach your team. That’s why I’m diving in on how to use speech analytics to improve coaching and engagement in your call center. .

Coaching 67

Coaching Call Center Analytics Quality management 67

Comm100

JUNE 26, 2018

With the World Cup in full swing, now is probably the perfect time to talk about one of the essential elements of any team – the Coach. Coaches are focused on improving performance during the moment, and the skills required for an excellent coach are very distinct. This is where a coach comes into play. Coaching Skills.

Coaching 61

Coaching Feedback Morale Accountability 61

Uniphore

JUNE 10, 2021

3 Ways Call Center Coaching is Leading to Customer Churn. It’s no secret that better coaching creates more effective agents and better overall customer interactions. Why then do so many call centers struggle to convert coaching into real, measurable results? Smarter Coaching Is A Smart Investment.

Coaching 59

Coaching Call Center Average Handle Time Contact Center 59

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

ClientSuccess

JULY 7, 2021

Here are the five keys for coaching CSMs to having successful strategic conversations with customers: 1. And, finally, a final key skill to coach your CSMs involves taking action. eBook: 3 Steps To Putting Your Customer First This Year. If you’re a customer success leader working with a team of CSMs, don’t panic. Planning: .

Coaching 59

Coaching Management Sales 59

SharpenCX

AUGUST 4, 2021

Project #1: Consistently Coach and Train your Agents. Implementing consistent coaching and training for your agents is an essential first step in giving your customer service strategy a jump start. Coaching doesn’t only prepare your agents for the new skills they need in the future workforce.

Customer Service 128

Customer Service Coaching Contact Center Interactive Voice Response 128

Uniphore

JANUARY 24, 2022

Go Beyond Call Center Coaching with Real-Time Agent Assist. Agent assist software builds agent engagement and proficiency with live call center coaching, training and process optimization. Current agent coaching is leading to customer—and agent—turnover. Better call center coaching creates—and retains—better agents.

Coaching 52

Coaching Call Center Average Handle Time Telecommunications 52

Integrity Solutions

AUGUST 28, 2019

That’s why developing, retaining and coaching highly successful salespeople is so critical to overall company strategy and productivity. This is also where regular coaching must come into the equation. Nearly every organization offers sales training in some form. So why are only 20% of salespeople delivering top-level performance?

Sales 19

Sales Coaching Morale CRM 19

Noble Systems

AUGUST 12, 2020

In addition to identifying specific agents with compliance issues, speech analytics provides trends information across agent populations so that training and coaching can be implemented quickly. It acts as a virtual coaching partner for each agent by triggering alerts when certain phrases are detected (or not detected).

Analytics 89

Analytics Coaching Call Center Best practices 89

SharpenCX

DECEMBER 23, 2019

Coach and train them in-line and on-time, right after their interactions. Coaching your agents to empowerment means they’ll be ready to find unique resolutions for customers. Get the ebook that helps you put your metrics to work for your customers (and agents). Lock in more ways to earn customers for life.

Contact Center 107

Contact Center Customer Service Coaching Contact center software 107

Monet Software

MARCH 26, 2020

We created an eBook, “4 Questions to Answer for a Successful Cloud Move,” which addresses the following four questions we consistently see: What data do I migrate to the cloud? Download the eBook for more questions you need to answer for a successful cloud move. How will my processes change in the cloud?

Coaching 71

Coaching outsourcing Strategic Value contact center solutions 71

SharpenCX

MARCH 4, 2020

This fleeting access to memory is why in-the-moment coaching is so impactful. Download Now: Get real about coaching and training your agents with these 7 techniques. A typical call center coaches and trains agents in a few different ways. And, they cram months (and months) of feedback into a single coaching session.

Call Center 84

Call Center Feedback Coaching Average Handle Time 84

Noble Systems

AUGUST 19, 2020

It can more effectively train and coach agents regarding new enterprise systems, as well as new products, and help teach them how to determine which ones are best for helping consumers reach their goals. Download our new ebook for the full story on “Financial Services and Gamification: Building Trust and Revenue.”.

Gamification 98

Gamification Banking Enterprise Coaching 98

Noble Systems

FEBRUARY 10, 2021

Shifting customer needs and preferences can make it challenging for contact centers to train and coach agents to ensure that they provide a consistent and exceptional customer experience during every interaction. Ebook: Changing Customer Behavior and the Impact on Contact Centers. Self-serve is the new “preferred” service.

Contact Center 98

Contact Center Gamification Self service Analytics 98

CrazyCall

APRIL 9, 2019

Alice Heiman is a sales coach and internationally renowned sales expert who demonstrates business owners and SMBs how to generate leads, handle objections and close more deals. So far, she has over 30 years of experience in corporate sales and 16 years of young executive coaching & talent management consulting practice.

Sales 133

Sales Consulting Consulting Coaching 133

Playvox

FEBRUARY 13, 2024

Offer Training Opportunities Through Coaching There’s more than one way to effectively train agents. Consider allowing high-performing agents to coach peers. It’s a cost-effective coaching technique, and it communicates to top-performers that their expertise and talents are recognized and valued.

Contact Center 88

Contact Center Gamification Coaching Feedback 88

SharpenCX

FEBRUARY 18, 2020

Download Now: Grow your management and coaching techniques with 29 key takeaways from your call center manager playbook. To coach your agents towards growth, you have to know what they’re shooting for. A Good Coach. To be successful, you need to build a coaching culture to inspire your agents. What are your goals?

Call Center 84

Call Center Coaching Management Contact Center 84

Playvox

FEBRUARY 13, 2023

Beyond evaluation scores, it also focuses on coaching and includes processes to maintain the integrity of the feedback, like calibration. Related eBook: Three Steps To Creating A Winning Customer Experience Strategy Impact Of Quality Management On Agent Engagement The employee experience is a vital part of customer interaction success.

Contact Center 78

Contact Center Quality management Calibration Coaching 78

Integrity Solutions

JULY 31, 2024

Coach for Sales Success Employee surveys continue to demonstrate the outsize impact managers have on employee retention , and we see this again and again in the sales profession: Salespeople at all levels want to work for leaders who are committed to their development and helping them grow in their careers. What about your managers?

Sales 68

Sales Coaching Morale Surveys 68

Noble Systems

JUNE 30, 2020

A simple review of the conversations that close a sale or turn an unhappy customer into a happy one can lead to script changes or coaching moments that can improve customer outcomes. Learn more about the business benefits in the ebook , “Learn from Every Customer Conversation: Actionable Insights from Conversations Analytics”.

Analytics 98

Analytics Contact Center Call Center Scripts 98

Playvox

NOVEMBER 1, 2022

Coach And Motivate. Another fear many managers have is how to engage with remote workers and coach them to improve when they need it. When you can’t help agents improve in person, look for a coaching solution that sends them automated coaching recommendations based on their interactions.

Contact Center 74

Contact Center Schedule adherence Average Handle Time Coaching 74

SharpenCX

JANUARY 15, 2020

Download Now: Get 7 actionable tips to improve coaching and training for better CSAT. Start by improving your coaching and training, so you empower agents to deliver standout service. Get real about coaching with this Ebook including 7 actionable tips to be a better coach.

Airlines 90

Airlines Customer Experience Customer Service Coaching 90

Cisco - Contact Center

SEPTEMBER 17, 2020

Webex Contact Center now supports stereo recording for agent-customer conversations, making it possible to clearly distinguish who is speaking and apply sophisticated voice analytics for customer sentiment detection and agent coaching, to improve customer experiences. To learn more about Webex Experience Management read our ebook.

contact center solutions 91

contact center solutions Contact Center Surveys Cloud contact 91

Playvox

NOVEMBER 29, 2022

Related eBook: Creating A Strong Remote Work Policy For Your Contact Center. Reduce Call Avoidance With Coaching And Training. A coaching solution that allows you to customize training for each agent will help you address call avoidance issues with the agents who need it most. Listen to the employee.

Contact Center 77

Contact Center Agent burnout Coaching Best practices 77

SharpenCX

DECEMBER 22, 2020

Coach your agents in empathy and effective communication skills. A Step-By-Step Guide to Building Better Customer Experience Strategies Use the data that lives in your contact center to build actionable strategies for a customer experience that soars past expectations Get The Ebook. The post What is Good Customer Service?

Customer Service 76

Customer Service Contact Center Coaching Wait times 76

Playvox

JANUARY 25, 2024

Operational costs – Agents who aren’t invested or lack training, feedback, or coaching tend to be inefficient, ultimately costing your business financially. Prevent and close employee skill gaps with a seamless integration to coaching. Workforce Management The yin to QM’s yang is Workforce Management (WFM).

Contact Center 77

Contact Center Coaching Quality management Schedule adherence 77

Noble Systems

AUGUST 25, 2020

From onboarding and product launches to regulatory compliance and ongoing training and coaching, gamification makes learning new information fun and engaging. For the full list of marketing KPIs that can be gamified, download the ebook , Financial Services and Gamification: Building Trust and Revenue.

Gamification 71

Gamification Employee engagement Banking Contact Center 71

Help Scout

AUGUST 11, 2021

5 Keys for Coaching CSMs to Have Strategic Customer Conversations. Ebooks around topics like compensation and management. Aggregated “toolkits” of paired blog posts, webinars, and ebooks. HubSpot has a regular publishing cadence of content like webinars, blog posts, white papers, and ebooks.

Customer Service 82

Customer Service Coaching Education Best practices 82

ClientSuccess

OCTOBER 18, 2022

If you’re a customer success department leader, make coaching and preparing your CSMs for these types of conversations part of your regularly scheduled training and development plans. . eBook: Customer Success Best Practices from 20+ Executives. Webinar: Designing a Proof of Concept Strategy That Converts.

Best practices 72

Best practices Upselling Coaching Accountability 72

Uniphore

JUNE 16, 2021

For more information about agile learning and the power of Agent Assist, check out our eBook and get in touch today! *HFS Research 2020. By giving your staff technology that works for, not against, them, you can… 3 Ways Call Center Coaching is Leading to Customer Churn. Intro to Call Center Life.

Contact Center 81

Contact Center Call Center Scripts Coaching 81

SharpenCX

APRIL 8, 2020

Rather than dedicating a few agents to email interactions and barring a few others from using chat, coach agents on best practices to handle each channel. Serve coaching opportunities to agents in-queue. Don’t make agents leave their queues to get the support and valuable coaching they need to problem-solve during interactions.

Best practices 84

Best practices Call Center Interactive Voice Response Customer Experience 84

Playvox

JANUARY 12, 2023

Diagnosing opportunities for improvement in customer interactions from afar isn’t too complicated, but coaching agents to succeed and recognizing agents when they do well at a distance is a bigger challenge. Related On-Demand Webinar: Coaching: Tips and Tricks to Make it Effective. Giving Feedback and Recognizing Agent Successes.

Quality management 69

Quality management Coaching Contact Center Best practices 69

C3Centricity

JULY 20, 2020

Now whereas I do advise people today on how to find more happiness in their lives (See my new website on intuitive coaching at Finding-Your-Happy.com ), I want to address here the many current and possibly future failures in business. Failure is not fatal, but failure to change might be” John Wooden, American Coach.

Marketing 132

Marketing Coaching Sales Customer centricity 132

Nicereply

AUGUST 3, 2021

For more on QA, including example rubrics, check out our ebook on Quality Assurance for customer service. Provide coaching and feedback to agents who miss targets. If you’re new to outsourcing, check out Peak Support’s ebook on How to Outsource Customer Support to learn more. Reward good work, possibly with incentive pay.

outsourcing 98

outsourcing Accountability Business Process Outsourcing call center professionals 98