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

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. Know Your Metrics. Without question, every single metric a contact center executive tracks are directly impacted by frontline supervisor skills. Experiential Learning.

Contact Center 269

Contact Center Morale Call Center Metrics 269

CCNG

MAY 27, 2021

Contact Center Leaders are continually being pushed to improve processes, decrease cost, increase customer satisfaction, and improve sales or metrics. Bringing in a consultant allows you to be educated on the functions and features that are available. culture, motivation, incentives, and employee engagement.

Consulting 195

Consulting Consulting Contact Center Gamification 195

CX Accelerator

MAY 15, 2019

While it’s falling out of favor to track agents on handle time, we need to be aware of the ways we reinforce speed over quality, for example by displaying time-based metrics on wallboards. And when people go too fast or they have too many competing interests, they often make the wrong calls. It’s in commitment that real change lies.

Contact Center 51

Contact Center Customer Service Coaching Education 51

Call Center Weekly

NOVEMBER 26, 2018

Just consider the combination of questionable draft choices, bad trades, player melt downs and season ending injuries; then add to these the seemingly erratic changes in coaching philosophy and overbearing executive oversite and you have one of the most over-paid failures in modern sports. Listen to their career and educational plans.

Contact Center 169

Contact Center Coaching Business Process Outsourcing Transportation 169

ChurnZero

JUNE 17, 2022

To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding. She also oversees onboarding and new hire training as well as ongoing education for the ChurnZero CS team. Episode highlights.

Metrics 98

Metrics SaaS Surveys Self service 98

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

SharpenCX

DECEMBER 2, 2020

Do agents have access to daily performance metrics? How can we improve your training and coaching? Surface your team’s top three performance metrics to each agent and show them their daily progress against those metrics. ( How to upskill your agents with frequent coaching and better metrics. Hey, over here!

Call Center 128

Call Center Customer Service Contact Center Metrics 128

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

Callminer

JUNE 3, 2019

The problem: Agents are at the frontline when it comes to customer experience – and so their performance plays a huge factor in company metrics. Companies tend to struggle with this, as they fail to offer continual education programs or provide support to those that need an extra push. Improper training leaves agents unprepared.

Best practices 140

Best practices Average Handle Time Coaching Analytics 140

Taylor Reach Group

MARCH 18, 2021

Managing day-to-day consumer response activities, ensuring customer satisfaction in all interactions by setting and driving improvement in consumer response metrics and running continuous improvement projects. Leading a global team of consumer response specialists, including hiring, managing, and providing coaching and development of others.

Management 129

Management Best practices Coaching Education 129

Calabrio

APRIL 11, 2025

A comprehensive needs assessment involves: Analyzing Performance Data: Dive into key metrics like Customer Satisfaction (CSAT) , First Call Resolution (FCR) , Average Handle Time (AHT) , and other factors of QA scorecards. Coaching & Mentoring: What it is: One-on-one guidance from supervisors, dedicated coaches, or experienced mentors.

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

Calabrio

APRIL 8, 2025

Within the context of this broader visibility, sentiment can be correlated with metrics like call duration, hold time, handle times, customer satisfaction scores , and more. Sentiment Classification: Assigning a sentiment label (e.g., Pinpoint Root Causes of Friction and Delight Why are customers really frustrated?

Contact Center 52

Contact Center Best practices Coaching Analytics 52

TechSee

MARCH 7, 2023

More than 264 million women are absent from digital society, mobile internet access opens opportunities for women to start businesses, improve their education, and access better healthcare. A 5-time Chief Customer Officer and coach to over 20,000 leaders, her techniques are field-tested and proven.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

SharpenCX

MAY 19, 2020

When you align goal setting with each employee’s professional development plan, you coach and train with a clear purpose. Either you hit the metrics and drive home important business outcomes or you don’t. You know that many managers and leaders use metrics and KPIs to measure performance in contact centers.

Contact Center 128

Contact Center Brand ambassadors Coaching Metrics 128

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. Realize It’s a Long Game.

Upselling 92

Upselling Education Contact Center Coaching 92

Bill Quiseng

NOVEMBER 22, 2023

Many CX professionals have advocated CX as strategies such as AI, online, self-service, telephone, and face-to-face customer support, customer journey mapping, the Peak End Rule, NPS, CSAT, CES, or other CX metrics, and many innovative technologies to improvetheir customers’ experiences. And, yes, educate everyone.

Journey mapping 97

Journey mapping Education Coaching Customer Care 97

Momentum Telecom

MAY 8, 2025

More importantly, AI-powered analytics help you go beyond surface-level metrics. Identify patterns in call volume, flag recurring service issues, and surface coaching opportunities based on live agent performance. With sentiment analysis and historical reporting, you can understand not just what happened, but why, and what to do next.

Contact Center 52

Contact Center Call flow CRM Virtual Agent 52

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

CX Accelerator

JULY 1, 2019

Step Two: Train As your team identifies the pain points for customers that experience a disability ask your training team if these problems can be solved through training, coaching, or other experiential learning experiences. There’s no single metric that will work for every organization in every industry. Not exactly.

Customer Experience 140

Customer Experience Journey mapping Education Morale 140

Eptica

JUNE 12, 2019

Outline objectives and success metrics As with anything you do, start from the beginning; always start with outlining why you’re launching a VoC program, what the objectives and desired outcomes are, and how you’ll measure success of the program. What gives? And it does nothing to improve the experience. Do something with it.

Journey mapping 122

Journey mapping Feedback Surveys Metrics 122

SharpenCX

OCTOBER 13, 2021

So, find a platform that allows your employees to talk to each other, access customer information, and see important metrics all in one place. Look for technology with targeted coaching and personalized remote training. Your action items for investing in secure cloud technology: Educate employees on cybersecurity risks.

Contact Center 128

Contact Center Technology Coaching Cloud contact 128

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

ChurnZero

MAY 3, 2022

SuccessHACKER is a CS advisory firm with a mission to inspire, educate and empower the people who power the CS economy. Customer Experience Metrics Will Improve Your Company’s Performance. Crash Course in Customer Success and SaaS Metrics (with Dave Kellogg). But wait: there’s more (online education).

Journey mapping 98

Journey mapping SaaS Customer centricity Education 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

Amity

OCTOBER 31, 2016

Almost immediately, we started to scale the team to enable us to be more proactive to ensure we were able to do all the things that Customer Success does best: onboarding, coaching, renewals, upsell, support, and services. We made the decision to split the team into onboarding, coaching, support, and eventually, to add a services component.

Coaching 0

Coaching Upselling Engineering Marketing 0

Callminer

FEBRUARY 21, 2018

Quality management software, including call recording and call monitoring tools, provide a way to manage, track and report quality metrics…”. Call monitoring software provides the ability to review recorded calls, complete preloaded forms and provide performance feedback to agents, along with key reports and metrics. Alison Diana.

call center software 210

call center software Call Center Contact Center Interactive Voice Response 210

SharpenCX

SEPTEMBER 8, 2021

The coaching company Braverly found that new hires leave companies when they feel they have unrealistic expectations. Ensure your new hire knows how you’ll support them with coaching and training as they reach goals, and when they miss them, too. This will keep things varied, but also give consistent education through the early weeks.

Call Center 128

Call Center Coaching Contact Center Feedback 128

Kayako

MARCH 9, 2017

Coaching, mentoring, and training new staff. “Coaching and mentoring has helped me scale my career in customer support. In a B2B SaaS company, a big part of your job is educating customers about your products. There is no difference between coaching your colleague and a customer. Take on support projects.

Customer Service 87

Customer Service Engineering Coaching Self service 87

Customer Guru

MARCH 1, 2018

She is also a Gallup Certified Strengths Coach and has trained in profiling and assessing for Emotional Intelligence. Metrics: Is there a metrics framework set up to measure customer experience? Further, are these metrics analyzed and used to drive improvement?

Customer centricity 94

Customer centricity Coaching Employee engagement Metrics 94

Calabrio

FEBRUARY 25, 2025

So, to further your education, maybe its better to describe what it is a CX platform does: Typically, a CX platform is a software solution that centralizes customer data from various sources, including CRM systems, marketing automation platforms, and interaction channels (e.g., phone, email, chat, social media).

Customer Experience 52

Customer Experience CRM Contact Center APIs 52

Outsource Consultants

AUGUST 3, 2020

Here are some key themes to consider to lower your average handle time (AHT): Coach — Reducing AHT can be as simple as executing a playbook. Set Goals — Just like lowering AHT, you call center agents should always be aiming toward metric goals.

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127

C3Centricity

SEPTEMBER 12, 2016

You could take the luxury coach service from Puno to Cusco and arrive four hours earlier. They rely primarily on coach services between the major cities, but they are unlike anything I’ve seen anywhere else around the world. But you would miss the experience I am having. I actually don’t want the ride to end!

Airlines 133

Airlines Coaching Banking Customer centricity 133

Integrity Solutions

JANUARY 23, 2023

They’ll need to sharpen their coaching skills — and then own their responsibility for actually doing it. While most sales leaders recognize the value of coaching, that doesn’t mean they necessarily do it effectively, consistently or frequently enough. Practice developing great coaching questions.

Sales 85

Sales Coaching Accountability Metrics 85

Callminer

SEPTEMBER 5, 2017

With a unique blend of marketing and communications experience coupled with a background in behavioral and situational analysis, she brings metrics-driven results and the ability to focus sales and marketing efforts in a direction that offers the highest potential for long-term, sustainable growth. Who is coaching the coaches?

Call Center 140

Call Center call center software outsourcing Coaching 140

Customer Relationship Metrics

JULY 26, 2017

Organizations must create performance management and employee development programs that use customer relationship metrics to drive their service delivery. For the last few years Customer Relationship Metrics has been helping clients implement a modern QA model called Impact Quality Assurance (iQA). In the Early Years. This is humane.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

Calabrio

MARCH 5, 2025

VoC-specific educational initiatives for your business may include VoC workshops with experts, case study analysis, and VoC tools or platform training. Discover what performance coaching is and why your CX team could use it. Use predictive analytics Why not anticipate future customer needs, preferences, and behavior if you can?

Best practices 40

Best practices Benchmark First call resolution Contact Center 40