CX Global Media

AUGUST 1, 2019

You can also learn even more by attending the webinar: How to Supercharge Contact Center Agent Performance, Onsite & @Home. Jim Rembach : Hey, this is Jim with the Fast Leader Show and Call Center Coach and I’m here at Customer Contact Week with my good buddy Ken Goldberg of amplifAI , it was really good to see here.

Contact Center 229

Contact Center Coaching Average Handle Time Metrics 229

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

COPC

DECEMBER 23, 2022

High-performing organizations spend time creating company values that link employee engagement to broader customer experience strategies and the company’s overall success. Below we address specific ways to ensure your culture, strategy and behaviors link employee engagement to your organization’s overall success. .

Employee engagement 86

Employee engagement Coaching Business Process Outsourcing Feedback 86

CX Global Media

SEPTEMBER 23, 2019

WEBINAR: 3 Common Questions Contact Centers Should NEVER ask about Speech Analytics. WEBINAR: How Coca-Cola® Adds Life to Contact Center Employee Engagement. WEBINAR: How Do Your Call Center Supervisors Measure Up? The post Top 20 CX Influencers to Follow in 2019 appeared first on Call Center Coach.

Contact Center 159

Contact Center Coaching Employee engagement Call Center 159

Callminer

JULY 15, 2019

We hope you join us for Webinarstock and the times of all the webinars at the bottom of the post, make sure to pick some interesting topics and circle the time on your calendar! Employee Engagement Trends of 2019 featuring nGuvu. Zeroing in on Ideal Coaching Moments with Speech Analytics featuring Vivint.

Telecommunications 28

Telecommunications Contact Center Analytics Employee engagement 28

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

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

CX Global Media

NOVEMBER 6, 2019

Here is an edited transcript of my interview with Roger: Jim Rembach : This is Jim with the Fast Leader Show and Call Center Coach and I’m here at CCW ( Customer Contact Week ) with my good friend Roger Lee of Gridspace. WEBINAR: How Coca-Cola® Adds Life to Contact Center Employee Engagement. Additional Resources.

Analytics 136

Analytics Contact Center Coaching Call Center 136

Beyond Philosophy

OCTOBER 3, 2014

He believes that his job is to direct, lead, coach, drive the breakdown truck and then coach again. I agree and believe this is about another critical factor to creating a great Customer Experience, Employee Engagement. He has supported it with his actions. Remembering the little things.

Coaching 170

Coaching Customer Experience Customer centricity Employee engagement 170

CX Global Media

DECEMBER 18, 2018

That’s one of the things that Penny Reynolds, master trainer in call centers talked about on the webinar, “ How Do You Call Center Supervisors Measure Up ?” appeared first on Call Center Coach. It’s significantly healthier to focus on “increase retention”. So, let’s see what penny had to say. Edited transcript.

Contact Center 149

Contact Center Call Center Coaching Personalization 149

COPC

MAY 23, 2023

US Employee Engagement Research Report COPC Inc. Global Benchmarking Series, Contact Center Training and Development Research shows that an effective team leader can help improve employee satisfaction and retention. Honing a team leader’s skillset is fundamental to broader contact center employee engagement initiatives.

Contact Center 88

Contact Center Employee engagement Coaching Benchmark 88

Integrity Solutions

SEPTEMBER 13, 2018

Coach accordingly… You’ve been coaching one of your salespeople and you think you’ve made good, clear points. It’s like they’re not hearing you during sales coaching sessions. If you’re a sales manager and coach, then you probably know this feeling. She realized she was coaching in the way she wanted to be coached.

Coaching 58

Coaching Sales Personalization Management 58

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

Beyond Philosophy

OCTOBER 3, 2014

He believes that his job is to direct, lead, coach, drive the breakdown truck and then coach again. I agree and believe this is about another critical factor to creating a great Customer Experience, Employee Engagement. He has supported it with his actions. Remembering the little things.

Coaching 150

Coaching Customer Experience Customer centricity Employee engagement 150

Integrity Solutions

AUGUST 10, 2020

Virtual training is not a webinar: Many sales leaders push back on the idea of virtual training because they equate it to webinars, where people log in to passively listen (and probably multitask) while someone lectures at them for 30 or 45 minutes. But it requires a mindset shift from what most classroom trainers are used to.

Coaching 100

Coaching Sales Employee engagement 100

Noble Systems

SEPTEMBER 8, 2020

Training and coaching to deliver the highest level of customer service. Training and coaching have never been more vital to success. Many companies are turning to gamification to effectively build knowledge, develop new skills, and motivate employees to align with changing customer needs. We are all learning as we go.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

Noble Systems

AUGUST 25, 2020

From onboarding and product launches to regulatory compliance and ongoing training and coaching, gamification makes learning new information fun and engaging. It also provides constant feedback to employees to motivate them to continually improve performance and better serve financial services consumers.

Gamification 71

Gamification Employee engagement Banking Contact Center 71

Noble Systems

SEPTEMBER 29, 2020

Give employees tools and resources to succeed – Use dynamic data to provide a user experience tailored for each agent, empowering them to reach peak performance through programs that focus on their individual needs, including scheduling, coaching, training, evaluations, and motivation. What are the Benefits of using a WFO Solution?

Management 86

Management Gamification Quality management Schedule adherence 86

Serenova

NOVEMBER 14, 2019

This is bad news for contact centers with disengaged employees since the battle to deliver good customer service is usually fought by a company’s frontline: its contact center agents. How to improve organizational effectiveness by managing agent engagement to accomplish company goals. Employees are too.

Contact Center 40

Contact Center Coaching Employee engagement Call Center 40

Playvox

FEBRUARY 27, 2024

Likewise for agents, if they don’t feel engaged, appreciated, or see a growth path, they too can take their talent to another organization. In a buyer’s market, what is the future of workforce engagement? How do you keep your best employees engaged, motivated, and empowered? What is Workforce Engagement?

Contact Center 73

Contact Center Coaching Real estate Brand ambassadors 73

Noble Systems

APRIL 14, 2021

Agent monitoring with listen, coach and barge modes help ensure quality and provide opportunities for training and the ability to provide assistance during a call. Training and coaching to deliver the highest level of customer service. Webinar-on-Demand: Work From Anywhere – The New Employee Experience.

virtual call center 98

virtual call center Call Center call center solutions call center software 98

Integrity Solutions

MARCH 20, 2020

These meetings feel like actual meetings, not the “one-way” webinars of the past. More individualized focus and coaching from the facilitator – With smaller groups of up to 15 people, participants with Behavior Styles which make them more prone to sit back passively are more likely to actively participate, as they are more comfortable.

Healthcare 93

Healthcare Coaching Sales Best practices 93

Playvox

MARCH 19, 2024

AI-powered solutions and tools are shaping the way organizations engage with and manage their workforce. Proactively analyze agent interactions to spot coaching opportunities to prevent costly mistakes and enhance employee engagement. But it goes beyond enabling automation. But there’s more. Powerful, right?

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Serenova

MARCH 31, 2020

CxEngage Scoreboard includes automated coaching features that can meet this challenge. Employee engagement has long been discussed in terms of costs associated with recruitment and retention. Supervisors can’t stop by an agent’s desk with a quick comment. Mitigating the Toll Isolation Takes on Health.

Contact Center 90

Contact Center Gamification contact center solutions Finance 90

ChurnZero

MAY 20, 2022

In our webinar, The CSM journey: How to carve your Customer Success career path , Peter Armaly, vice president of Customer Success at ESG , explores specialized career paths in CS, the skills expected of CS professionals, and why you should be more serious than ever about taking charge of your own career. You just need general awareness.

Banking 98

Banking Finance Coaching Employee engagement 98

Playvox

JANUARY 12, 2023

Diagnosing opportunities for improvement in customer interactions from afar isn’t too complicated, but coaching agents to succeed and recognizing agents when they do well at a distance is a bigger challenge. Related On-Demand Webinar: Coaching: Tips and Tricks to Make it Effective. Maintaining Quality Without Micromanaging.

Quality management 69

Quality management Coaching Contact Center Best practices 69

Playvox

MARCH 5, 2024

That’s especially true when it comes to workforce schedule optimization, where AI has helped companies optimize forecasting, considering several factors such as employee availability, customer traffic, and agent skill sets and preferences – all at once to identify the optimal staffing needs. Ready to learn more?

Quality management 78

Quality management Management Contact Center Coaching 78

SharpenCX

JUNE 29, 2021

[Read Next:] Coaching and Training Action Items to Inspire your Customer Service Training Program. Training is vital for productive growth , employee engagement, and a successful customer experience. Let’s consider some of the most essential skills your agents need and how you can coach them to success.

Customer Service 67

Customer Service Coaching Call Center call center software 67

COPC

APRIL 1, 2024

They extend to tools for answering customer queries, feedback and coaching systems, and virtual collaboration. Webinar Series A Vision for AI in Customer Support This webinar series explores the potential of AI to revolutionize both front-end processes that impact customer interactions and back-end operations.

Customer Experience 88

Customer Experience Gamification Benchmark Chatbots 88

Playvox

OCTOBER 18, 2022

In the end, bringing employees back is a risky move. On top of increasing employees’ intent to leave, removing the option to work in a preferred location increases burnout and reduces employee engagement , according to a 2022 Gallup report. Related Webinar: Work From Home: 10 Lessons to Elevate Remote Agent Experiences.

Contact Center 69

Contact Center Management Coaching contact center workforce 69

SharpenCX

FEBRUARY 25, 2020

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. Each disengaged employee can cost you $2,246 , according to ADP. Employee engagement is directly tied to revenue growth.

Call Center 76

Call Center Morale Metrics Abandon rate 76

Verint

FEBRUARY 7, 2018

Using technology to automate your quality program—from scoring through coaching—can produce real-life benefits to your quality team, as well as your frontline employees, your customers and your company. Sign up today for Verint's Ask the Experts: AQM Webinar Series—interactive, Q&A style webinar sessions designed with you in mind.

Quality management 25

Quality management Coaching Contact Center Management 25

Playvox

SEPTEMBER 30, 2021

Incorporating gamification into your training and coaching programs is one way to help decrease boredom that sometimes comes with traditional training methods. It also lets supervisors assess them and take the necessary action to help with training and coaching. Employee Engagement. Break up the Monotony. bad link]].

Gamification 52

Gamification Call Center Contact Center Coaching 52

CSM Magazine

JUNE 1, 2021

Employee engagement programs, like recognition and more tailored coaching, can improve service delivery and reduce attrition rates. They can also develop training programs specific to each individual or team to help increase both customer and agent engagement.”. Reporting Findings Webinar.

Surveys 52

Surveys SaaS Coaching Employee engagement 52

Integrity Solutions

APRIL 21, 2020

What follows are some of the tips my colleague Mike Fisher and I shared on a recent webinar exploring how top sales performers deal with a crisis. And if you’re willing to stick with it and get out of your comfort zone, with the support of a good sales coach and clear goals , you’ll come out stronger than ever before.

Coaching 63

Coaching Sales Best practices Employee engagement 63

Talkdesk

JULY 16, 2019

Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification. Watch our free webinar, 5 Must-Haves for the 2019 Call Center , to find out more about how Talkdesk contact center software can help shape your performance management and workforce optimization solutions.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43