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. . The benefits of employee engagement are far-reaching: Companies with highly engaged employees outperform their competitors by a staggering 147%. they move on to a competitor.

Contact Center 128

Contact Center Customer Service Employee engagement Coaching 128

Fonolo

APRIL 27, 2020

Team building exercises and social opportunities are an integral part of forming a great company culture. If the thought of your employees playing games during work horrifies you, I’ve got (bad) news for you… One way of engaging remote teams is by playing games together. Exercise with your remote team.

Call Center 112

Call Center Morale Contact Center Gamification 112

Expivia

MAY 28, 2021

Just because you were a great football or basketball player does not guarantee you’d be a great coach. It’s the same thing with your customer service center employees. Lesson plans, exercises, and printouts can help guide the training and structure the course. Our leadership prides itself on employee engagement and success.

Call Center 98

Call Center Management Coaching Education 98

Taylor Reach Group

MARCH 20, 2020

Yet not dealing with mental health concerns are bad for business, not just in terms of absenteeism, but also in terms of reduced employee engagement and reduced productivity. Investing in supporting our employees who struggle with mental health makes good business sense.

Contact Center 105

Contact Center Consulting Consulting Coaching 105

Monet Software

NOVEMBER 11, 2020

Once an employee reaches burnout stage, you’re in crisis mode. As we mentioned in our previous post about short-term employee engagement for contact centers , burnout isn’t a sudden-onset problem. Can you switch up the work, put them in charge of a project, have them coach a colleague or offer other opportunities?

Morale 100

Morale Agent burnout Contact Center Coaching 100

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. Call center training is important because it’s part of your customer service plan – and part of a strong employee engagement plan. Act it out.

Call Center 141

Call Center Contact Center Coaching Gamification 141

Integrity Solutions

SEPTEMBER 22, 2022

These aren’t complicated steps, but you’ll find that by doing these exercises, you’ll be able to quickly illuminate exactly how you want your team to act with customers (and one other) every day. And are you preparing them properly by having, for example, a clear definition of sales coaching?

Sales 23

Sales Coaching Personalization Employee engagement 23

TechSee

AUGUST 26, 2024

Employee Engagement: Keeping agents motivated is essential for maintaining high service standards. Role-playing exercises are also highly beneficial for actually showing a team of agents how to improve customer service skills in a call center. This continuous training and quality assurance lead to higher service standards.

Call Center 124

Call Center Customer Service Average Handle Time Interactive Voice Response 124

Integrity Solutions

DECEMBER 21, 2022

For many leaders, this will mean a change in mindset, moving from a more directive leadership style to a coaching and collaborative approach. Shifting mindsets by providing “aha” moments that connect at an emotional level, versus just an intellectual exercise. The Secret Sauce of Effective Leadership Development.

Coaching 81

Coaching Employee engagement Personalization Accountability 81

Integrity Solutions

AUGUST 24, 2022

What they don’t always recognize is that it’s something that can be developed through effective training and coaching. These and other alignment checks should be part of the ongoing performance strategies of the sales manager and coach. Senior leaders prioritize coaching and expect others to coach their teams.

Sales 83

Sales Coaching Calibration B2B 83

BlueOcean

OCTOBER 4, 2021

So much of employee engagement depends upon the employee’s understanding of how critical their individual role is to the success of the team. We’ve found that the strategic use of role-play exercises and positive reinforcement are essential to overcoming those barriers.

Customer Experience 77

Customer Experience Coaching B2C Customer Care 77

Russel Lolacher

APRIL 5, 2021

To get engagement, you must be engaging – whether it’s continually responding or commenting with your audience, creating behind the scenes and interesting content, sharing fun facts or playing guessing games, if you want your audience to find you interesting and worth engaging with, you need to be interesting and worth engaging with.

Customer Care 98

Customer Care Government Transportation Employee engagement 98

BlueOcean

OCTOBER 4, 2021

So much of employee engagement depends upon the employee’s understanding of how critical their individual role is to the success of the team. We’ve found that the strategic use of role-play exercises and positive reinforcement are essential to overcoming those barriers.

Customer Experience 62

Customer Experience Coaching B2C Customer Care 62

Etech GS

APRIL 1, 2019

Don’t make the employees nervous. To get your employees engaged, you need to explain why you are carrying out monitoring. To help your employees buy into the idea of quality monitoring, make the exercise collaborative and inclusive. The ideal coaching session takes no more than 15 minutes.

Calibration 56

Calibration Coaching Social media contact Contact Center 56

Integrity Solutions

NOVEMBER 1, 2023

Exercise more. But I can also see that, year-to-date, I’ve exercised more than 60% more often than I had at this time last year. This can often be a good one to involve your manager in as part of a coaching conversation. The number of check-ins was basically half of what I thought and knew I should be doing. To improve.

Sales 88

Sales Coaching Construction Employee engagement 88

Integrity Solutions

OCTOBER 3, 2018

If you’re a salesperson or you’re managing and coaching salespeople , regardless of where they are in their career, the activity of writing out a statement of career purpose is a great mind-conditioning process. It’s an exercise that can be done every day and will help them move past the “survival level.”

Coaching 76

Coaching Sales Management Personalization 76

SharpenCX

FEBRUARY 25, 2020

Whether it’s exercise, drinking more coffee, watching Netflix during our lunch break, we all have our efforts to decrease our stress. As a call center manager, not only do you deal with high-stress customer situations, but you’re also responsible for team strategy, performance goals, management of budgets, employee satisfaction and coaching.

Call Center 76

Call Center Morale Metrics Abandon rate 76

Integrity Solutions

JUNE 29, 2018

Sales Effectiveness Often Starts by Understanding Why Your Sales Managers Still Aren’t Coaching Their Teams. Ask a roomful of people to raise their hands if they know that regular exercise delivers health benefits, and without fail, every hand will go up. But this isn’t an article about exercise. by Bruce Wedderburn.

Sales 43

Sales Coaching Management Morale 43

CSM Magazine

DECEMBER 29, 2022

The most prominent ones for companies include: Higher employee engagement; Better problem-solving skills; Boosted peer interaction; Enhanced learning skills; Improved employee well-being; Increased productivity; Easier adaption to change in the work setting. Top benefits of collaborative learning.

Education 52

Education Coaching Employee engagement Enterprise 52

Skybridge

JUNE 10, 2020

Remind your team that taking their breaks, getting their exercise, and staying connected with others are important. But I can tell you that one of the biggest lessons we have learned is that autonomy and freedom lead to employee engagement. Keep Building Skills with Training, Practice, and Coaching.

Agent burnout 52

Agent burnout Call Center At home agents Coaching 52

Russel Lolacher

NOVEMBER 7, 2022

A few reasons why she is awesome – she is on a mission to stop workplace hurt as the founder, Chief Strategist and Transformation Artist for the McLaughlin Method which focuses on leadership coaching, workshop facilitation and employee engagement consultation. She’s a speaker, executive coach and facilitator.

Coaching 52

Coaching Employee engagement Consulting Consulting 52

Russel Lolacher

JANUARY 4, 2021

Transferring – biweekly professional development, mentoring/coaching, approachable presentations. That’s not to say you shouldn’t have a strategy with milestones and check-ins along the way, it’s just that it’s not a regular project management exercise. Large organizational culture shift can take time.

Government 83

Government Surveys Coaching Personalization 83

Taylor Reach Group

OCTOBER 31, 2021

In the same report Taylor Reach advocated for developing and implementing WFH-focused solutions and processes such as Quality, Coaching, Training, WFM, etc. Attention to redesigning these processes goes hand in hand with revising how we manage and coach our staff. to strengthen their WFH capabilities, performance, and effectiveness.

Contact Center 65

Contact Center Coaching Consulting Consulting 65

Russel Lolacher

APRIL 24, 2023

A few reasons why he is awesome – he is the found of The Learning Moment, a consultancy for culture coaching, he’s the co-author of the book “Helping People Win at Work: A Business Philosophy Called ‘Don’t Mark My Paper, Help Me Get an A” and he served as the CEO and Chairman of WD-40 for 25 years.

Coaching 52

Coaching Employee engagement Consulting Consulting 52

CX Journey

SEPTEMBER 8, 2016

So it's important that we listen to employees and find out what's keeping them from being able to delight customers. Voice of the Employee programs consist of many different types of listening posts, including: employee engagement surveys, employee satisfaction surveys, culture assessments, transactional/event-based surveys (e.g.,

Journey mapping 49

Journey mapping Customer Experience Surveys Airlines 49

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Acting on negative feedback will strengthen customer engagement and sharing and acting on positive feedback will strengthen employee engagement. Just as change must be demonstrated, employees also should be empowered to take action where necessary in order to be a part of building the culture.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

Russel Lolacher

JANUARY 10, 2023

However, we have a lot of career coaches that use our same tools that work with mid career level professionals. And to facilitate that exercise, I made a deck of cards. That will be like a job crafting exercise that you would have control over to say, well, you know, what, can I take what I have in this opportunity and make it my own?

Personalization 52

Personalization Engineering Marketing Employee engagement 52

Russel Lolacher

JANUARY 8, 2022

Some of the reasons Leslie is awesome – Owner of the E-write consultancy, she’s a professional writing trainer, coach and instructor, professional speaker, and you feel the benefit of her expertise through organizations like Air Canada, US Fish and Wildlife Service and Caterpillar. She is owner of the Ewrite consultancy.

Employee engagement 45

Employee engagement Personalization Coaching Consulting 45

Russel Lolacher

MAY 8, 2022

And that’s a different thing altogether, then that’s a great exercise for all of us, right? One way that he had amazing intentions, I said, Well, maybe you can help him and coach him. But I think what you’re also talking about is those who really set an intention.

Consulting 52

Consulting Consulting Personalization Contact Center 52