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 51

Coaching Feedback Morale Accountability 51

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. They value opportunities to learn new information and develop new skills and they crave continuous feedback.

Gamification 98

Gamification Banking Enterprise Coaching 98

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

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

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

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

Cisco - Contact Center

SEPTEMBER 17, 2020

We’ve made it easier for you to receive real-time notifications when your customers give you survey feedback, so that you can quickly follow-up and “close the loop” with your customers. To learn more about Webex Experience Management read our ebook. Here’s What’s New. Webex Experience Management Integrated with Webex Teams.

contact center solutions 91

contact center solutions Contact Center Surveys Cloud contact 91

Playvox

JULY 14, 2023

To ensure your contact center agents spend a vast majority of their time with customers resolving issues and as little time as possible on administrative tasks and after-call work, agents need the right kind of tools, processes, coaching, motivation, and goals in place. How are managers delivering coaching?

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

ChurnZero

NOVEMBER 9, 2021

Customer surveys and feedback are important to your Customer Success team for a number of reasons. When building your surveys and feedback forms, it feels easy to just stick to multiple choice and short answer questions. Including open text boxes in surveys allows your customers to give their feedback without restriction.

SaaS 97

SaaS Customer Experience Surveys Customer retention 97

Playvox

JANUARY 30, 2024

Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching. In order to be successful, managers need to be better equipped to provide ongoing feedback and employ effective strategies to boost employee engagement.

Gamification 79

Gamification Contact Center Coaching Quality management 79

SharpenCX

JUNE 8, 2021

Gather feedback: Once you know how many customers have dipped and looked for other services, you need to identify why they’re leaving you. Feedback is important. It may seem obvious that your contact needs feedback to grow. But, asking for feedback is no easy task. Implementing customer feedback is part of the process.

Customer retention 76

Customer retention Coaching Employee engagement Contact Center 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

SharpenCX

DECEMBER 22, 2020

Coach your agents in empathy and effective communication skills. Leave feedback on their interactions to steer them in the right direction. Your agents need to be knowledgable about your products and services, so it’s important to train them well. The post What is Good Customer Service?

Customer Service 76

Customer Service Contact Center Coaching Wait times 76

SharpenCX

MARCH 16, 2021

You can’t have high expectations without the right amount of support and coaching to go with it. Then train your agents to handle each issue using fallout scripts, role-playing, and in-line coaching inside the queue to identify behaviors that should be repeated and those that need correcting. Feedback feeds their strategy.

Customer Experience 84

Customer Experience Feedback Coaching Scripts 84

SharpenCX

JUNE 30, 2021

And if you use a platform like Sharpen’s , you can pair your omnichannel service with training and coaching all in the same platform. Project 2: Create a Compelling Coaching and Training Program (& Make Use of These Resources!). Productive coaching and training doesn’t just happen organically. Learn More ]. Read More] .

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

ClientSuccess

OCTOBER 18, 2022

Listen to your counterpart’s feedback and input. 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. Hold your ground – to a point.

Best practices 72

Best practices Upselling Coaching Accountability 72

SharpenCX

JUNE 23, 2021

Your Step-By-Step Guide to Building Better Customer Experience Strategies Use data you already have to build actionable strategies for a better customer experience Get the eBook. If you’ve got agents pausing interactions a lot, you may have some coaching to do. Agents seek clear priorities, direction and feedback from their managers.

Contact Center 101

Contact Center Abandon rate Management Metrics 101

Nicereply

AUGUST 3, 2021

They can handle advanced customer inquiries and can provide feedback to help you improve your products and services. 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.

outsourcing 98

outsourcing Accountability Business Process Outsourcing call center professionals 98

SharpenCX

JANUARY 15, 2020

Download Now: Get 7 actionable tips to improve coaching and training for better CSAT. That way, in case you miss the chance to fill out a survey by phone, email, or text, you always have a feedback forum. Start by improving your coaching and training, so you empower agents to deliver standout service.

Airlines 90

Airlines Customer Experience Customer Service Coaching 90

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

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. It also provides constant feedback to employees to motivate them to continually improve performance and better serve financial services consumers.

Gamification 71

Gamification Employee engagement Banking Contact Center 71

Customer Relationship Metrics

MAY 17, 2017

is a question that is included in the 29 Quality Assurance Mistakes to Avoid ebook and self-assessment. more hours each month to be more productive in coaching agents to help them improve and grow. This equated to 170,000 scores given per month, with 4 completed per hour, taking 2,500 hours (not including the feedback time).

Benchmark 85

Benchmark Call Center Coaching Feedback 85

Playvox

JANUARY 12, 2023

Technologies like quality management or workforce management offer the constant support and feedback needed to deliver the high-quality service that the company expects. Giving Feedback and Recognizing Agent Successes. Related On-Demand Webinar: Coaching: Tips and Tricks to Make it Effective.

Quality management 69

Quality management Coaching Contact Center Best practices 69

inmoment

DECEMBER 5, 2019

Our latest eBook, “How to Go Beyond CX Insights and Take Action: 6 Action Steps for Experience Transformation” guides you on everything from feedback to insights, insights to intelligence, intelligence to action, and action to transformation. . Feedback is everywhere. Negative customer feedback can be valuable.

Feedback 52

Feedback Metrics Coaching Customer Experience 52

SharpenCX

SEPTEMBER 16, 2020

Regular Coaching and Feedback. Proactively coach your agents to avoid these feelings of neglect. Use data to offer tangible feedback to your agents. Then, when agents see a metric start to dip, they can rattle their memory for a coaching session with you and address key concerns immediately. Integrations.

Multichannel 67

Multichannel Customer Experience Coaching Contact Center 67

SharpenCX

APRIL 16, 2021

Your Step-By-Step Guide to Building Better Customer Experience Strategies Use data you already have to build actionable strategies for a better customer experience Get the eBook. Coach often using what you learn from your call center data . Keep these tips top of mind as you coach your agents: Why do agents struggle?

Customer Service 67

Customer Service Construction Coaching Metrics 67

Playvox

OCTOBER 12, 2022

Listen to feedback about what’s working and isn’t succeeding across the team. When training remote contact center agents by video, record the calls so agents can watch them again later for clarity or to reinforce coaching. Ensure remote contact center teams understand organizational goals and strategies, and invite them to offer input.

Best practices 76

Best practices Contact Center Management contact center solutions 76

Toister Performance Solutions

DECEMBER 26, 2017

Someone at Salesforce just thinks I am because the company profiled me in it's 2014 ebook, Secrets of the Most Productive Salespeople. My name was on a prospect report because I had downloaded the ebook. He wasn't interested in any insights or feedback. According to Salesforce, I'm on one of the most productive salespeople.

Coaching 59

Coaching Surveys Sales Contact Center 59

Playvox

FEBRUARY 1, 2024

The Crucial Role Of Customer Sentiment In Data-Driven Decisions The most valuable customer insights for improving CX come from the emotions behind positive feedback, negative feedback, and every other customer communication—across all interactions and on all channels. Elicit direct customer feedback. Apply the insights.

Contact Center 93

Contact Center Best practices Surveys Feedback 93

SharpenCX

JUNE 10, 2021

Start with coaching and training. Create a strategy that sets your agents up for success, and coach them to always improve and reach their personal goals. Use in-line training paired with automation to cut down on the time you spend searching for coaching moments. And, to give your agents actionable feedback backed by context.

Morale 67

Morale Call Center Contact Center Coaching 67

inmoment

AUGUST 19, 2020

Field management was able to prioritize its coaching based on financial advisor survey results, manage key client relationships (in excess of $2 million dollars) at their branch, and foster peer coaching by pairing advisors with different strengths and weaknesses. There’s More Where That Came From!

Coaching 52

Coaching Surveys Feedback Analytics 52

Playvox

OCTOBER 18, 2022

If an agent’s performance metrics begin to slip, targeted coaching can help get them back on track whether they’re remote or in the office. Gen Z, Millennial, and Gen X workers all prefer real-time, direct feedback , so look for a solution that can deliver rapid, consistent coaching through a variety of methods.

Contact Center 69

Contact Center Management Coaching contact center workforce 69

Playvox

JANUARY 5, 2022

It can deliver positive feedback on a client interaction, recognize an agent’s strengths, or simply express appreciation for their contributions to the team. Ask for Feedback. Download our eBook. It shows more care than an email. Plus, it will likely be an unexpected surprise that leaves a lasting impression.

Contact Center 72

Contact Center contact center workforce Gamification Coaching 72

SharpenCX

JUNE 22, 2021

They also encourage self-coaching. Download Now]: Get the Customer Experience Ebook and Learn How to Use the Data Living in your Call Center Software to Grow your CX and AX Strategies. Allow them to manage and assess some of your customer reporting so they can track insights and provide feedback for your team.

Call Center 67

Call Center Coaching Analytics Employee engagement 67

Playvox

DECEMBER 21, 2022

While these are great virtual meeting tools for communicating in and engaging as a group, you might need other technology in place for one-on-one coaching for individual agents. Related eBook: 9 Contact Center Metrics Essential for Success. Keep yourself available for regular check-ins with your agents by automating what you can.

Contact center software 52

Contact center software Contact Center Coaching Quality management 52

SharpenCX

FEBRUARY 10, 2021

Qualitative feedback. And using that qualitative feedback and data, you can build trends and use math to intuit what customers are experiencing. Solicit customer feedback with surveys. And, it lets your customers know you’re actively asking for feedback so you can make their experience better. Solve the problem.

Contact Center 76

Contact Center Customer Service Metrics Call Center 76

SharpenCX

MARCH 30, 2021

Does my call center technology allow me to solicit customer feedback? What does your data tell you about where you need to coach and develop your teams? Can we collect CSAT scores and customer feedback with our call center platform?? Use your call center platform to send out CSAT surveys and encourage customer feedback.

Call Center 67

Call Center Technology Customer Experience Contact Center 67