Expivia

MARCH 1, 2022

That’s why it’s crucial to educate your agents on the importance of resolving the customer’s issue and resolving it on the first call. Educate them about your client’s product. Thoroughly educate your call center agents on the specifications, features, benefits, and purpose of your client’s products.

Education 98

Education Call Center Construction Feedback 98

COPC

SEPTEMBER 21, 2023

Statistics heavily influences our field, yet we often neglect to educate our staff on effectively navigating the wealth of information available to them. Let’s start with a topic that often comes up on my assignments – coaching customer satisfaction (CSAT). So, why do we care, or what does this have to do with coaching CSAT?

Coaching 87

Coaching Contact Center Surveys Metrics 87

Bill Quiseng

FEBRUARY 15, 2022

Instead, have customer service education. Have mentors and coaches. Your education is interactive and frequent. Your education is the how, what, and, why of service excellence. As mentors, educate your students with role-playing customer service actions to practice their soft skills. And, yes, educate everyone.

Education 78

Education Customer Service Coaching Customer Care 78

CX Global Media

SEPTEMBER 10, 2018

Here is an edited transcript of my interview with Joe: Jim Rembach : Hey this is Jim from Call Center Coach and the Fast Leader Show and I’m here with Joe Rogers who is the senior director of customer care for Coca-Cola Consolidated in Charlotte North Carolina. I was thrilled when he accepted.

Employee engagement 185

Employee engagement CCNG Contact Center Education 185

VirtualPBX

JANUARY 7, 2021

At VirtualPBX, our role in this process has been to assist educational facilities by providing them with the tools necessary to keep their school systems running. As the state of education further takes shape across the U.S. Mixed Approaches to Education, and VirtualPBX’s Response. This includes concerns about COVID-19.

Education 80

Education Coaching Personalization 80

Customer Service Life

OCTOBER 13, 2020

I recently wrote an article about a new quality process where I coached my team without showing them a score. So far it’s going great and the team has been receptive to the coaching. Not only will you be reminded of your standard, but so will they — possibly more so than if you coached them.

Accountability 185

Accountability Customer Service Coaching Contact Center 185

AWS Machine Learning

NOVEMBER 15, 2024

The goal was to onboard future users faster through improved guidance on how to properly frame questions for the assistant and additional coaching resources for those who needed more guidance to learn the system. The initial generic entitlement option allowed users to attach files to their chat sessions and dynamically query content.

Chatbots 115

Chatbots Engineering Enterprise Government 115

CCNG

OCTOBER 12, 2022

We all know three things to be true about leadership: First, every leader, at any level, has a different frame of reference, skill set, education, expertise, experience, and level of passion. If a leader is good at coaching, let them do the coaching piece of leadership on their team.

Coaching 195

Coaching CCNG Employee engagement Best practices 195

Beyond Philosophy

MARCH 28, 2019

However, most of them are coaching sites, so I can see why he says it.). However, legend states that Watson said, “ Not at all, young man, we have just spent a couple of million dollars educating you. ”. The manager has a phrase I quite like that applies here. He says you have to control the “controllable.” (Now, 38 seconds.

Management 359

Management Consulting Consulting Benchmark 359

Callminer

JUNE 21, 2017

Over the years, call centers have seen the development of numerous industry-specific training tools and coaching practices. Educating the team about goals, targets and objectives: training is the perfect time to ensure all employees are clear on their role in the company. It can also provide motivation and guidance for self-coaching.

Best practices 174

Best practices Call Center Morale Coaching 174

CX Global Media

SEPTEMBER 5, 2018

Your solution provider can be a key source for discovering the contact center best practices , so make sure their activity in contact center learning opportunities like networking events and education are part of your decision criteria. The post Forgotten Yet Key Source for Contact Center Best Practices appeared first on Call Center Coach.

Best practices 174

Best practices Contact Center CCNG Coaching 174

CX Global Media

JULY 17, 2018

Make no mistake, Call Center Coach is not only the name of our business — it’s an industry need. According to an Executive Priorities report from Strategic Contact , coaching is the number one priority in contact centers. In many circles, the thought of coaching is about supervisors coaching agents. Click to Tweet ).

Contact Center 179

Contact Center Coaching Construction Call Center 179

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

Beyond Philosophy

SEPTEMBER 5, 2024

Sandra Thompson , an emotional intelligence coach for Evolution, shared a video as part of our None of Us Are as Clever as All of Us feature for our podcast. Thompson would probably not feel as surprised as I was because of her experience as an emotional intelligence coach. What would you like us to discuss? Click here.

Coaching 195

Coaching Call Center Education Personalization 195

CX Accelerator

MAY 15, 2019

Jeff explains how Jenny Dempsey, Customer Service Health Coach who is also in the audience, got an anchor tattoo after learning about Jeff’s concept of attitude anchors. Jeff’s final challenge is to ask yourself the question - How committed are you? It’s in commitment that real change lies.

Contact Center 51

Contact Center Customer Service Coaching Education 51

CX Global Media

OCTOBER 15, 2018

Kolb and Frye , two leaders in adult educational theory, say that adults learn best through active participation and reflection – learning by doing. The post ALERT: Leadership Training for Supervisors Is Being Disrupted appeared first on Call Center Coach. Experiential Learning. How to Build a Contact Center Dream Team.

Contact Center 269

Contact Center Morale Call Center Metrics 269

Fonolo

NOVEMBER 23, 2021

Balancing education and engagement. Balancing education and engagement is essential if you want your training to sink in. Take this approach one step further by coaching your veteran agents on setting a positive tone and building a friendly mentor-mentee relationship with your new hire. Gamify your training. .

Call Center 148

Call Center Abandon rate Gamification Education 148

Integrity Solutions

OCTOBER 6, 2020

The post The Right Sales Training Not Only Educates But Motivates Sales Teams appeared first on Integrity Solutions. To learn more about the myths of why salespeople succeed or fail and how to bring each of these five dimensions into congruence, download our ebook: You Can’t Teach People to Sell by Teaching People to Sell.

Sales 85

Sales Education Marketing Coaching 85

JustCall

AUGUST 8, 2023

Using AI in education has incredible transformative potential—only if used correctly. In this guide, we will look at the other side of things and explore how AI can—and is—revolutionizing the education sector without raising eyebrows. However, there’s so much more that AI brings to the equation.

Education 52

Education Chatbots Coaching Best practices 52

Steve DiGioia

JUNE 6, 2016

During my career I have been personally responsible for the development and facilitation of new employee orientation classes, one-on-one training/coaching sessions and evaluation of existing standard operating procedures to ensure peak performance. We need you to do much more than just follow company policy , guidelines and procedures.

Coaching 102

Coaching Education Personalization Management 102

Bill Quiseng

NOVEMBER 15, 2023

This week, I will explain the third QUI TAKEAWAY: customer service training versus customer CARE education. We have mentors and coaches. Our education classes are interactive. As mentors, educate your people with customer CARE actions to practice their interpersonal skills. And, yes, educate everyone.

Education 97

Education Coaching Customer Care Customer Service 97

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. It may also help to tell the customer that you’ll be coaching the agent involved in the poor experience.

Call Center 265

Call Center Customer Service Scripts Coaching 265

SharpenCX

MAY 12, 2020

Download Now: Help your agents get the hang of working in a call center with these 29 coaching techniques and facts. . Product and services education should be a priority for training a new customer service rep. Learning by teaching is a proven, effective method of education. . Have you ever thought you really “knew” something?

Contact Center 128

Contact Center Customer Service Employee engagement Coaching 128

Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. Embrace failure. Failure is inevitable. The best approach is to take failure as a lesson.

Call Center 182

Call Center Management Scripts Coaching 182

Aspect

JANUARY 2, 2018

Traditional, recognizable elements of education, such as lectures, worksheets, spelling tests, writing, and standardized tests were prominent. What does this mean for education? Many choices equal many paths equal multiple ways to become educated. This is a huge challenge for formal education, but unavoidable.

Education 0

Education Construction Coaching Personalization 0

Call Center Weekly

DECEMBER 13, 2017

Provide great benefits This includes having an excellent company match for contributions into a 401K plan , along with education on the value of having such a plan, and what it means for their future. Beverly Mahone is a veteran journalist, author, coach, and professional speaker. quit smoking).

Coaching 149

Coaching Employee engagement Education Surveys 149

Callminer

JUNE 3, 2019

Companies tend to struggle with this, as they fail to offer continual education programs or provide support to those that need an extra push. I encourage you to learn more about best practices in coaching your agents to success. . The post The Agent Churn Cycle: Why It Happens and How to Prevent It appeared first on CallMiner.

Best practices 140

Best practices Average Handle Time Coaching Analytics 140

CX Global Media

JULY 17, 2018

Make no mistake, Call Center Coach is not only the name of our business — it’s an industry need. According to an Executive Priorities report from Strategic Contact , coaching is the number one priority in contact centers. In many circles, the thought of coaching is about supervisors coaching agents. Click to Tweet ).

Contact Center 136

Contact Center Coaching Construction Call Center 136

SharpenCX

DECEMBER 2, 2020

How can we improve your training and coaching? How to upskill your agents with frequent coaching and better metrics. Coach often and use tangible data to support your conversations. . Give agents an education budget to help them grow. . Bake education into your salary package for each employee.

Call Center 128

Call Center Customer Service Contact Center Metrics 128

Expivia

DECEMBER 7, 2020

Each Supervisor has their own preferred ways of coaching, and finding their personal methods will be a process during your first few months as a Supervisor. In regards to coaching, what can be the most beneficial tool is being completely transparent with your reps. This allows you to see what coaching approach you should take.

Coaching 89

Coaching Education Morale Feedback 89

ShepHyken

DECEMBER 23, 2022

In the contact center, Generative AI can produce content for agent coaching. The first is raising employee education and vigilance in avoiding ransomware, phishing, and other threats. In 2023, we’ll see increased investment in employee education, training, and awareness to actively recruit employees in the fight against bad actors.”.

Surveys 183

Surveys Education Enterprise Technology 183

CX Global Media

JUNE 27, 2017

Educating Contact Centers. The post Why your contact center is a massive fraud risk appeared first on Call Center Coach. Training all of your agents to handle high risk fraud calls is a practice that very few call centers would elect to deploy. It’s a specialty. Get more human-centric and move onward and upward…faster.

Contact Center 159

Contact Center Call Center Interactive Voice Response Banking 159

Taylor Reach Group

MARCH 18, 2021

Leading a global team of consumer response specialists, including hiring, managing, and providing coaching and development of others. Educating stakeholders across the organization and organizing regular best practice reviews. Developing robust workflow processes, procedures and policies.

Management 129

Management Best practices Coaching Education 129

Education Services Group

OCTOBER 26, 2022

Here are some helpful coaching tips: Help CSMs remove tactical communications out of their recurring strategic meetings. Customers can tend to assume it’s okay to go to their CSM for everything if they haven’t been educated about the proper channels for assistance.

Coaching 52

Coaching Scripts Education Metrics 52

Bill Quiseng

NOVEMBER 22, 2023

Instead, educate your people interactively, frequently, and continuously at Customer CARE University with you as mentors and coaches at your business. And, yes, educate everyone. Don’t just educate customer CARE representatives.

Journey mapping 97

Journey mapping Education Coaching Customer Care 97

Callminer

JULY 15, 2019

Zeroing in on Ideal Coaching Moments with Speech Analytics featuring Vivint. Creating Customer Service Super Agents with Data, Tech and Coaching featuring Forrester. Hear from CallMiner and employee engagement experts nGuvu in a discussion of the employee engagement trends in 2019. Register for 9am BST Session .

Telecommunications 28

Telecommunications Contact Center Analytics Employee engagement 28

Playvox

MAY 26, 2021

Emphasize Educating, Not Selling. However, smart contact center leaders won’t emphasize selling, but rather educating. The emphasis should be on customer education rather than hard-selling. As Jessica Albrecht, Customer Experience Manager at Rhone says, “We don’t ever want to be pushy with sales.

Upselling 92

Upselling Education Contact Center Coaching 92