Fonolo

APRIL 15, 2020

Whether it’s for existing products or new features, there are times when you have to teach your employees new skills that will help them fulfill their responsibilities. While training is vital, it isn’t enough to help employees grow professionally at your company or in their careers. These can’t improve through training alone.

Coaching 91

Coaching Customer Service Scripts Morale 91

Fonolo

JANUARY 31, 2023

Call center training has always been one of the key pillars of running a successful call center. A strong call center training program should not just be part of your onboarding process. Still have questions about call center training? What is Call Center Training?

Call Center 141

Call Center Contact Center Coaching Gamification 141

CX Global Media

JANUARY 8, 2019

Supervisor training with Call Center Coach’s virtual boot camps can take on a variety of developmental areas. A primary mission in modern learning is to disrupt the the old-school ways of training and provide ways for modern learners to be more engaged and to “do” new things, instead of just learning about it.

Contact Center 166

Contact Center Coaching Call Center Employee engagement 166

CSM Magazine

DECEMBER 15, 2022

A company that prioritises learning as part of its employee engagement strategy benefits the business environment and its workforce. Employee engagement is significantly affected by the time of competence. What Constitutes Continuous Learning for Employee Engagement in Its Simplest Form?

Employee engagement 52

Employee engagement Coaching Education Personalization 52

SharpenCX

SEPTEMBER 29, 2021

As a manager, your executive team is consistently pushing you to keep employees engaged, reduce turnover, increase profitability and efficiency. We’ve compiled four employee training templates to give you practical strategies to increase learning and training in your contact center. I understand.

Contact Center 137

Contact Center Coaching Employee engagement Call Center 137

aircall

JULY 14, 2021

However, there are many reasons they might not be engaged and satisfied at work. What’s more, low employee engagement levels can harm their overall productivity and impact their ability to meet goals or targets. It will also make them more satisfied with their work, reducing employee churn and increasing retention.

Employee engagement 98

Employee engagement Surveys Interactive Voice Response Morale 98

Aspect

AUGUST 14, 2017

Love him or hate him, few football fans will contest the savvy of New England Patriots head coach Bill Belicheck. Clearly, the franchise is more than the sum of its parts and, ultimately, the team’s success must in some part be credited to the structure, discipline, and routine that comes from Belicheck’s coaching.

Coaching 110

Coaching Contact Center Employee engagement Customer Service 110

CSM Magazine

DECEMBER 28, 2021

takes an in-depth look at how leaders can improve employee engagement to drive a better customer experience and achieve greater customer loyalty. You know the old adage, “happy employees = happy customers.” That is where employee engagement comes into the picture. What employee engagement is and what it is not?

Employee engagement 59

Employee engagement Customer Experience Coaching Brand ambassadors 59

Beyond Philosophy

AUGUST 30, 2024

EQ interventions in the workplace can reduce employee turnover by 63%. 75% of Fortune 500 companies have utilized EQ training tools. Our guest, Sandra Thompson, an emotional intelligence coach from Evolution, shares her insights on empathy within the context of EQ.

Coaching 195

Coaching Employee engagement Personalization Management 195

CSM Magazine

AUGUST 8, 2023

Bob Dylan once sang, ‘The Times They Are a-Changin’ and when it comes to prioritising employee engagement, this is certainly true. One of the positives to come out of the pandemic is that it made every customer service department think more about the wellbeing of employees than ever before. Then apply a little common sense.

Employee engagement 52

Employee engagement Agent burnout Gamification Analytics 52

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 64

Coaching Sales Management Employee engagement 64

COPC

JANUARY 13, 2023

Training and development functions exist in most contact center operations. Some organizations focus primarily on new hire training, while others also provide ongoing training. Global Benchmarking Series, Contact Center Training and Development. Employee Engagement Research, Global Report.

Benchmark 81

Benchmark Employee engagement Contact Center Coaching 81

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’? Are you looking for tips on how to improve employee engagement? I refer to this as the ‘souring process’.

Call Center 195

Call Center Coaching Employee engagement Benchmark 195

Playvox

APRIL 11, 2023

Invest In Coaching To keep contact center agents engaged, investing in training and coaching is essential. Coaching is a critical aspect of agent engagement in contact centers. According to a 2022 Gallup report , employee feedback should happen a few times a week.

Employee engagement 63

Employee engagement Contact Center Gamification Coaching 63

CSM Magazine

SEPTEMBER 13, 2024

In today’s ever changing business environment, the need for effective employee training and development programs has never been more critical. The Importance of Employee Training and Development Every organization thrives on the competencies and capabilities of its workforce.

Morale 52

Morale Metrics Feedback Coaching 52

CX Global Media

NOVEMBER 6, 2018

Virtual Boot Camps provide a hands-on and action-based way for contact supervisor training to be more engaging and fun for the learner – and significantly more affordable than any other boot camp method. As the only provider of virtual boot camps in the industry Call Center Coach is disrupting the old call center school thinking.

Contact Center 120

Contact Center Coaching Call Center Employee engagement 120

Integrity Solutions

JULY 22, 2021

When you hear the word “coach”, what comes to mind? We often associate “coach” with a sports analogy. Historically, a coach was a horse-drawn carriage that transported important people from where they were to where they wanted to be. Isn’t that what you want to do when coaching? The Business Case for Coaching.

Coaching 103

Coaching Personalization Sales Transportation 103

Call Center Weekly

MARCH 9, 2018

By Elaine Carr, CPLP Several years ago while interviewing for my job at ICMI, an employee asked me, “What’s the biggest training obstacle for contact centers?” When I answered, “Getting people off the phones to do training,” the interviewer threw her hands in the air indicating I scored a touchdown.

Contact Center 143

Contact Center Gamification Transportation outsourcing 143

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 training it takes to get to that level of expertise takes more than just a week or two. To help your agents support a positive customer experience, training has to extend past initial onboarding, too.

Contact Center 128

Contact Center Customer Service Employee engagement Coaching 128

Integrity Solutions

AUGUST 24, 2022

If you’ve implemented sales training this year, you’re not alone. Studies have shown that upwards of $15 billion is spent annually on sales training in the United States alone. And are there specific sales training strategies behind that critical investment to help ensure its success and strong ROI?

Sales 86

Sales Coaching Calibration B2B 86

Customer Guru

MAY 22, 2018

“Customers will never love your company until your employees love it first.” ~ Simon Sinek. It is a well-known fact that healthy employee engagement and sustained business growth are correlated. Interestingly, some might wonder whether corollary is true as well, i.e. successful organisations really have better-engaged employees?

Employee engagement 96

Employee engagement Coaching Surveys Construction 96

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 97

Coaching Sales Transportation Employee engagement 97

TechSee

JUNE 4, 2019

Nowhere is that truer than in call center training – bringing new agents up to speed on products, processes and the productivity expected of them. Traditionally, contact centers have trained new agents using one-on-one coaching or classroom-style role-playing, where the focus is on imparting knowledge and customer service etiquette.

Call Center 117

Call Center Technology Gamification Coaching 117

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

Expivia

MAY 28, 2021

And call center management training is how you can ensure that your leadership team is up for the task. 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. 8 Steps of Call Center Management Training.

Call Center 98

Call Center Management Coaching Education 98

COPC

MARCH 11, 2024

Ask the following questions for a more robust hiring process: Have we set clear minimum criteria for hiring and training to ensure we onboard the ideal team members? Training What is our first-day attendance rate for new hires? Do our learners find the training experience engaging or boring? How do we know?

Call Center 99

Call Center Gamification Coaching Employee engagement 99

Hello Customer

DECEMBER 7, 2020

Let the customer be the coach. In times like these, it’s wise to weave coaching into your daily workflow. But if it's impossible to coach your customer service teams in real-life, how can you make sure they still feel supported? As a result, you can train your agents in real-time. Increase employee engagement.

Coaching 75

Coaching Feedback Customer Service First call resolution 75

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

COPC

MAY 23, 2023

This article uses insights from the following research to reveal the quantifiable impact of contact center team leaders on employee satisfaction, retention and performance. US Employee Engagement Research Report COPC Inc. Enabling Team Leader Success COPC Inc.’s

Contact Center 90

Contact Center Employee engagement Coaching Benchmark 90

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

Uniphore

JANUARY 24, 2022

Go Beyond Call Center Coaching with Real-Time Agent Assist. Agent assist software builds agent engagement and proficiency with live call center coaching, training and process optimization. Agent Engagement Matters. Current agent coaching is leading to customer—and agent—turnover. Get Your Copy Now.

Coaching 52

Coaching Call Center Average Handle Time Telecommunications 52

Noble Systems

AUGUST 25, 2020

Banking and other financial services firms are continually challenged to train, motivate and retain employees in order to deliver consistent, high performance services and build consumer trust. Gamification makes work more enjoyable and improves employee engagement in financial services teams.

Gamification 71

Gamification Employee engagement Banking Contact Center 71

CCNG

MAY 11, 2021

A recent CCNG panel webinar, Why Performance-Based Training Requires Automation , featuring Mike Roberts, Technology Leader for Learning at Citibank, who adopted simulations to automate role play and coaching exercises in 2020 and Trey Fischer, an industry-leading consultant, discussed today’s impact of automation on performance-based training.

CCNG 195

CCNG Coaching Contact Center Employee engagement 195

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 53

Employee engagement Contact Center Gamification Customer centricity 53

Integrity Solutions

SEPTEMBER 2, 2022

Whether they’re sending the message via quiet quitting or actually giving two weeks’ notice, more and more employees are making it clear that burnout has taken a toll, they want to find more meaning and purpose in their work, and their companies haven’t done enough to address the problems. At least, it shouldn’t be.

Management 114

Management Coaching Employee engagement Surveys 114

SharpenCX

MAY 26, 2020

With effective and frequent customer service training and coaching. So, how do you fit frequent customer service training into your every day? Let’s look at some tactics to adopt to make your customer service training frequent and consistent. Aside from quarterly summits, make a schedule for more frequent coaching.

Contact Center 128

Contact Center Coaching Customer Service Customer Experience 128

Integrity Solutions

AUGUST 10, 2020

Virtual training is here to stay, and to get the full advantages of it, your facilitators need to go beyond knowing the material and having classroom experience to develop an entirely different skill set (and mindset). Virtual training is finally stepping out from the shadows and onto center stage.

Coaching 102

Coaching Sales Employee engagement 102