Etech GS

FEBRUARY 24, 2020

Perhaps visions of a powerful person making the rules, enforcing company policies, and always having the final say come to mind when picturing a manager. Autocratic leadership, also known as authoritarian leadership is a type of leadership style that rarely views their employees as partners. These are all different things.

Employee engagement 90

Employee engagement Construction Coaching Management 90

CX Global Media

FEBRUARY 6, 2019

Here is an edited transcript of my interview with Alon Wolks: Jim Rembach : Hey this is Jim the Fast Leader Show and Call Center Coach and I’m here at CCW with Alon Walks of Kustomer. I’m a person. I’m a person – I take many journeys in life. Not to a ticket, but to a person. I’m a person.

Contact Center 270

Contact Center B2C Coaching Call Center 270

Integrity Solutions

JUNE 13, 2023

They are the key to employee engagement, satisfaction and retention. It would follow, then, that increasing coaching effectiveness is one (major) tool in the toolbox to help solve these problems. Why does a coaching culture matter? It’s one of the cardinal rules of effective coaching: Listen more than you speak.

Coaching 87

Coaching Employee engagement Sales Management 87

CCNG

JANUARY 25, 2023

For practical steps your organization can implement to promote employee engagement, read our article: 7 Drivers of Employee Engagement Are You Fostering the ‘Souring Process’? This doesn’t mean being over-familiar, but making even more of an effort to engage people than perhaps you’ve done in the past.

Call Center 195

Call Center Coaching Employee engagement Benchmark 195

CCNG

NOVEMBER 9, 2022

Despite its unique impediments, contact center senior leaders should regularly examine the effectiveness of their employee engagement strategies. Integrate holistic coaching, intelligent workflows, gamification, performance-based compensation and other capabilities to engender teamwork, accountability and collaboration.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

Beyond Philosophy

AUGUST 30, 2024

EQ interventions in the workplace can reduce employee turnover by 63%. Our guest, Sandra Thompson, an emotional intelligence coach from Evolution, shares her insights on empathy within the context of EQ. In this episode we also explore: The impact of empathy on job performance and employee engagement. What is Its Role?

Coaching 195

Coaching Employee engagement Personalization Management 195

Calabrio

FEBRUARY 26, 2025

This revolving door of employees isnt just expensiveit disrupts team dynamics, increases hiring and training costs, and negatively impacts customer service quality. But theres a clear solution: investing in employee engagement. Happy employees lead to happier customers.

Coaching 64

Coaching Gamification Employee engagement Morale 64

Integrity Solutions

JULY 7, 2022

Sales coaches can develop the game plan and provide guidance and encouragement, but the team has to make the plays and sharpen their own skills and abilities. In 1903 Wilbur Wright won a coin toss against his brother, Orville, making him the first person to fly their airplane. Effective Sales Coaching: It Takes Two.

Coaching 18

Coaching Sales Personalization Accountability 18

Integrity Solutions

NOVEMBER 22, 2022

With employee turnover one of the most serious internal threats credit unions and banks face today, many forward-thinking financial institutions are taking a hard look at their organizations culture and opportunities to change. Coaching is what makes the culture transferable and sustainable. Are Disengaged Employees Really A Concern?

Employee engagement 80

Employee engagement Banking Coaching Personalization 80

Taylor Reach Group

MAY 14, 2020

According to the Gallup Organization, you could do all this and more by making your way to the top quartile of employee engagement. Gallup defines engaged employees as those who are involved in, enthusiastic about and committed to their work and workplace. Connecting with employees is always step one.

Employee engagement 171

Employee engagement Consulting Consulting Coaching 171

CSM Magazine

MAY 29, 2024

They leave because their managers and supervisors are not coaching, nurturing, recognizing, or motivating them. Fifty percent of responders in a Gallup Employee Engagement Survey of employees in the United States said that, at some point in their careers, they have left to get away from their managers.

Coaching 105

Coaching Customer Service Employee engagement Surveys 105

Integrity Solutions

JUNE 18, 2021

Being a coach for sales teams has never been more important. Here are 10 sales coaching articles that can inspire new thinking, motivate your sales leaders and ultimately move the needle on your sales team’s performance. When your sales leaders hear the word “coach”, what comes to mind for them?

Coaching 96

Coaching Sales Transportation Employee engagement 96

Steve DiGioia

OCTOBER 8, 2015

Imagine a culture where leaders are able to truly drive customer excellence through on-going employee engagement of empowerment and legendary service. As a leader, you have a personal obligation to ensure a service culture is in place. Provide On-going Coaching. Set a Vision and Purpose for Your Organization.

Customer Service 222

Customer Service Coaching Employee engagement Call Center 222

CCNG

APRIL 20, 2022

This King of Rock' n Roll quote may be the purest basis for considering any personal or business challenge. Performance-based pay programs, to be effective, must align employee achievement to performance goals and apply impartially to others in the same role.? We win where truth and trust gleam brightly — let it rise and shine.

Customer Experience 195

Customer Experience CCNG Gamification Analytics 195

ShepHyken

JUNE 19, 2018

Shep Hyken is joined by Marilyn Suttle , conference speaker, bestselling author, and coach, to discuss her new book, Color Their World – The Art of Creating Strong Customer Loyalty. ?. Quotes: “When you have a happy customer, that person is six times more likely to choose other things your company does.” – Marilyn Suttle.

Construction 191

Construction Coaching Employee engagement Feedback 191

Steve DiGioia

SEPTEMBER 16, 2016

We base our surveys on trigger events so we can drill right down into what areas we’re doing well and what areas need work, so that we can improve those processes and coach our people to achieve better outcomes. How important is employee engagement at LITTLE and what are some of the things you’re doing to improve it?

Real estate 257

Real estate Customer Experience Journey mapping Employee engagement 257

Integrity Solutions

SEPTEMBER 2, 2022

As one writer put it , “If anything, it seems like quiet quitters are just striving to set healthy boundaries between their jobs and their personal lives.” No wonder employee engagement in the U.S. The Manager’s Role in Employee Engagement and Job Satisfaction. How do they do it?

Management 114

Management Coaching Employee engagement Surveys 114

CX Global Media

FEBRUARY 28, 2019

Here is an edited transcript of my interview with Al Cook: Jim Rembach: Hey, this is Jim from the Fast Leader Show and Call Center Coach and I’m here with Al Cook of Twilio. How do we surface what they need to be focusing on to help coach their team, to help quality manage their team? Al, how do you help folks get over the hump?

Contact Center 250

Contact Center Coaching Call Center Technology 250

CX Global Media

FEBRUARY 14, 2019

While you might work for this person for a short time, maybe a year or less, you are building a relationship that has a much bigger picture. Your supervisor can potentially be the person who has made the greatest positive impact in your life. It’s most often and a personality thing and what you can tolerate and accept.

Contact Center 220

Contact Center Coaching Call Center Personalization 220

CCNG

OCTOBER 12, 2022

Many companies are currently reevaluating their culture, recruiting practices, and employee engagement strategies to increase employee retention. If a leader is good at coaching, let them do the coaching piece of leadership on their team. Leadership plays a big part in this.

Coaching 195

Coaching CCNG Employee engagement Best practices 195

SharpenCX

JANUARY 23, 2020

Only one in four employees think that their managers deliver meaningful feedback, or that the feedback they get helps them work better. What’s worse, a slim 21% of employees think their performance is managed in a way that motivates them to do outstanding work. Contact center managers struggle to coach for better performance.

Coaching 98

Coaching Contact Center Benchmark Management 98

Fonolo

APRIL 15, 2020

It takes constant support and coaching to make sure that your customer service reps are staying on top of their duties while providing the best possible experience for the customers. If you’re just starting out or are building a new team, here are a few things to keep in mind when you’re training, supporting and coaching agents.

Coaching 91

Coaching Customer Service Scripts Morale 91

CX Global Media

MARCH 26, 2019

Here’s a transcript of my interview with Scott: Jim Rembach: Hey, this is Jim with the Fast Leader Show and Call Center Coach. So if you think about video conferencing, for instance, the ability to use our technology allows you to actually reach in real time as though you were there standing next to the person assisting them.

Virtual Agent 216

Virtual Agent Contact Center Coaching Call Center 216

Brad Cleveland Blog

MARCH 5, 2025

Strategic coaching is essential to employee engagement and the highest levels of performance. Tactical coaching is focused on specific skills or requirements. By strategic coaching, I mean coaching that is ongoing and focused on developing the whole person.

Coaching 26

Coaching Employee engagement Personalization Quality management 26

Beyond Philosophy

APRIL 15, 2019

We spoke with Marilyn Suttle, a conference speaker, and three-time best-selling author and coach, on a recent podcast. Her clients have won industry awards, raised customer satisfaction scores, and increased employee engagement. Communication is critical for achieving both personal and sales goals. Communicate.

Customer Service 287

Customer Service Airlines Best practices Consulting 287

Customers That Stick

OCTOBER 2, 2014

Kate Nasser, The People Skills Coach™ , is a smart, energizing, experienced speaker, coach, and workshop leader. Her work in customer experience, employee engagement, leadership, teamwork, transforms how people think, act, and interact. To engage Kate Nasser’s keynotes, workshops, and coaching, visit her blog.

Coaching 152

Coaching Government Scripts Employee engagement 152

Integrity Solutions

OCTOBER 26, 2021

With the stakes higher than ever, organizations recognize that coaching plays a critical role in engaging employees, reducing turnover and improving overall business performance. So why are most of their coaching efforts failing? For years coaching has been seen as a critical aspect of an employee retention strategy.

Coaching 74

Coaching Employee engagement Management Feedback 74

Noble Systems

FEBRUARY 14, 2019

But in order to ensure that this is so, every employee must also have an equally wonderful experience at work every day. So, in order to be truly customer-centric, you must first become employee-centric. Getting and keeping contact center employees engaged is foundational to accomplishing this objective. Talent Culture ).

Employee engagement 59

Employee engagement Contact Center Gamification Customer centricity 59

ShepHyken

MARCH 11, 2022

Be more transparent and communicate rapidly and consistently with each person on the team. Anticipate what’s coming and move forward to modernize your employee experience. . Personalize the experience. Your employees are unique individuals, just like your traditional customers.

Coaching 240

Coaching Personalization Marketing Customer Service 240

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

Integrity Solutions

MARCH 22, 2019

A high-performance coaching culture can separate your firm from the pack and become a powerful differentiator when you’re competing for top players. How a Coaching Culture Attracts (and Keeps) Top Talent. The best players want to play for the best coaches. These coaches: help people become their best. Where to begin?

Coaching 76

Coaching Sales Management Surveys 76

Russel Lolacher

FEBRUARY 13, 2023

In this episode of Relationships at Work, Russel chats with personal branding strategist Ana Lokotkova on how defining who you are in the workplace will help you standout and improve your employee experience. And I really felt like they wanted to add a personal touch. And here’s why she is awesome. In what way?

Personalization 98

Personalization Coaching Education Marketing 98

Call Center Weekly

NOVEMBER 1, 2018

Because strong personal relationships are crucial for success, that typically means treating others as we want to be treated. But acting as if all employees have the same approach isn't realistic. In fact, the best managers reject the golden rule, and treat each person as they would like to be treated.

B2B 185

B2B Coaching Sales Marketing 185

Integrity Solutions

NOVEMBER 14, 2018

When you have the confidence, comfort level and commitment, it’s a lot easier to make coaching a priority. The session focused on Developing a Coaching Culture for Higher Performance and offered a deep dive into our new research on coaching. Establishing a Coaching Culture. Clearly coaching is important.

Coaching 71

Coaching Management Sales Accountability 71

Integrity Solutions

FEBRUARY 27, 2023

Great sales managers are required to become great coaches. In many sales organizations, managers who rise up through the ranks view themselves as “super reps”—but they would do better to become super coaches instead. At the companies that do this best, managers can spend close to 60% of their time on coaching.

Coaching 62

Coaching Sales Management Employee engagement 62

SharpenCX

OCTOBER 6, 2021

Whether your agents are burnt out or bored, it’s important to optimize workflows to increase employee engagement. Then, focus your training for each user group, teaching agents to become special experts so your customers always get help from the best possible person. Personalization drives customer engagement.

Contact Center 128

Contact Center Coaching Metrics Employee engagement 128