ShepHyken

JULY 30, 2021

Social distancing regulations have ended in many areas, people are booking up their social calendars with events, airports are once again filled with excited travelers… it seems like the COVID-19 crisis is starting to become a thing of the past. As a CMA and CMA coach,?Nathan?mentors is the founder of CMA Exam Academy.

Finance 397

Finance Enterprise Coaching Consulting 397

Beyond Philosophy

NOVEMBER 11, 2014

They are, of course, using a life event as a major trigger for changing habits and the one they chose is woman-specific. In this way, Target has used the natural tendencies of people to change their habits as the time to communicate that Target has everything they need. So while this is effective for them, it might not work for everyone.

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

ShepHyken

NOVEMBER 25, 2016

I had a sticker on it saying “ If found please call to arrange return and we will talk about your great service at our events! ”. She is a Conference and Workshop Presenter, Executive Coach and Author based in Australia. Gotta love this business!

Morale 284

Morale Coaching Customer Service Customer Experience 284

CX Global Media

NOVEMBER 19, 2018

But learning journeys are not training events or classes. You may include or embed training activities or events in a development journey, but training isn’t the focus. These organizations finally realized that low-quality supervisor development efforts consisted of training events, general leadership classes, books, and movies.

Contact Center 233

Contact Center Coaching Benchmark Call Center 233

ShepHyken

MAY 19, 2020

Top Takeaways: Pegasystems’ annual event, PegaWorld, will be held virtually this year on June 2. To register for this event, go to the Pega website. Strategies include guided workflows, coaching, augmenting tools that support remote collaboration and applying analytics to improve areas of unproductivity.

CRM 244

CRM Coaching Self service Analytics 244

Myra Golden Media

JANUARY 1, 2019

Are you coaching and holding employees accountable? If you want to see change, you have to set expectations, have coaching conversations, and be willing to deal out consequences. 3) You have to prepare in advance for coaching conversations, so you’re focused and confident. Prepare for Coaching Conversations.

Coaching 195

Coaching Accountability Feedback Personalization 195

CX Global Media

SEPTEMBER 5, 2018

Your solution provider can be a key source for discovering the contact center best practices , so make sure their activity in contact center learning opportunities like networking events and education are part of your decision criteria. We just participated in a CCNG networking event which was absolutely phenomenal. Thanks Daniel.

Best practices 174

Best practices Contact Center CCNG Coaching 174

CX Global Media

JULY 6, 2018

AI can’t coach your agents. But what AI could do is help your supervisors to more effectively and efficiently coach agents. Supervisors do not have the time to collect and interpret it all and then go coach. What is it that they should be coaching them on. Artificial Intelligence can’t coach them.

Contact Center 240

Contact Center Coaching Business Process Outsourcing Call Center 240

ShepHyken

JUNE 25, 2021

The keynote on the second day of the event was Troy Aikman, who was interviewed by Fiserv’s CEO Jeff Yabuki about sports, of course, as well as about leadership and business. How do leaders drive (lasting) change? . Back in 2019, I enjoyed spending a few days in Vegas, speaking and networking at Fiserv’s annual client Forum.

Customer centricity 305

Customer centricity Coaching Consulting Consulting 305

Steve DiGioia

OCTOBER 8, 2015

Creating a service culture in your organization is not a one-time, skills-training event. Provide On-going Coaching. As I mentioned leadership is not a one-time event. Successful leaders take the time to mentor and coach customer service every day. Thanks Tal.

Customer Service 222

Customer Service Coaching Employee engagement Call Center 222

CX Global Media

DECEMBER 4, 2018

But without supervisors being equipped to lead and support and direct and coach, all that training in the world for the frontline is not going to take hold.”. Beyond The Training Event. The post How to Get the Greatest Agent Training ROI appeared first on Call Center Coach. It’s a journey.

Contact Center 240

Contact Center Coaching Education Call Center 240

Call Center Weekly

NOVEMBER 1, 2018

This allows people to be themselves, use their strengths (which is way more important than trying to coach weaknesses) and work toward outcomes in ways natural to them. Kathryn Frankson is a B2B event sales and marketing professional at UBM.

B2B 185

B2B Coaching Sales Marketing 185

CX Global Media

OCTOBER 22, 2018

Jim Rembach is the President of Call Center Coach and Host of the Fast Leader Show podcast. He is a frequent speaker at industry events and is a featured contributor to Customer Think, ICMI, Contact Center Pipeline, CCW Digital, and has been published and referenced in numerous trade publications and articles.

Employee engagement 45

Employee engagement Contact Center Morale Coaching 45

ShepHyken

FEBRUARY 24, 2017

Whether it’s negative news of a natural disaster, a C-level scandal, a product recall, or a workplace tragedy, or a positive event like a product innovation, an upbeat earnings report, or an IPO, your contact center must be prepared for when there are dramatic increases in interactions across all communication channels. Desktop Integration.

Contact Center 211

Contact Center Interactive Voice Response Scripts Coaching 211

CX Global Media

AUGUST 1, 2019

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. Ken Goldberg : Yeah, well it’s really all about driving the frequency and the effectiveness of the coaching. Additional Resources.

Contact Center 229

Contact Center Coaching Average Handle Time Metrics 229

ShepHyken

DECEMBER 14, 2018

In the event of a successful cyber breach, CX leaders will have to manage customer expectations in an attempt to secure brand reputation and consumer trust. As such, it is not just about defending against cyber attacks; CX teams should aim to be pro-active, not reactive.

Customer Experience 269

Customer Experience Government Coaching Customer retention 269

CX Global Media

AUGUST 8, 2019

Here is an edited transcript of my interview with Anthony: Jim Rembach : Hey, this is Jim with Call Center Coach and the Fast Leader Show. Show me the one or two times this needle in a haystack occurred so that I can make or take a corrective action, whether it’s for coaching or training or for compliance enforcement.

Contact Center 246

Contact Center Coaching Call Center Analytics 246

CCNG

NOVEMBER 9, 2022

Integrate holistic coaching, intelligent workflows, gamification, performance-based compensation and other capabilities to engender teamwork, accountability and collaboration. Celebrate everything—birthdays, work anniversaries, awards and performance milestones and other events via private and public communication and festivities.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

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. Who just hosted a fantastic event with CCNG.

Employee engagement 185

Employee engagement CCNG Contact Center Education 185

CX Global Media

JUNE 25, 2018

Jim Rembach : Hey this is Jim the Fast leader Show and Call Center Coach, and I ‘m here at Contact Center Expo with Bruce Eidsvik, a Senior VP of marketing for Genesys. We want to keep this a little on the QT, in that what would be better than to bring that agent together with that person they served and unite them at our event CX19.

Customer Service 209

Customer Service Coaching Call Center Contact Center 209

Callminer

AUGUST 1, 2017

Make onboarding & ongoing coaching as stellar as possible. James Pollard is a marketing consultant who works specifically with financial advisors over at The Advisor Coach. If someone is making a mistake for two months waiting for his/her quarterly coaching session, thousands of dollars can be lost. James Pollard.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

ShepHyken

JUNE 21, 2019

These events can happen simultaneously, all within similar channels. Read Shep’s latest Forbes article: Coach Of Stanley Cup Champions St. With chat channels available, I access a brand on my schedule, in a channel I use every day, while I order a latte through a Starbucks app, pay for my ASOS order and text my mom back.

Chatbots 308

Chatbots Customer Experience Scripts outsourcing 308

Vistio

FEBRUARY 24, 2025

Generic coaching, delayed reviews, or feedback that lacks actionable steps often gets lost in the daily rush of customer interactions. Delayed Coaching: Feedback given days or weeks after an interaction loses its impact. Instead, introduce micro-learning by offering bite-sized coaching moments throughout an agents shift.

Feedback 52

Feedback Coaching Contact Center Personalization 52

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. And that’s before we even start talking about the parties and social events…. Does LITTLE have such a program?

Real estate 257

Real estate Customer Experience Journey mapping Employee engagement 257

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

TeleDirect

APRIL 7, 2025

Use Blended Learning Methods Combine online training, classroom sessions, role-playing, and real-time coaching for maximum retention. Develop a Standardized Training Curriculum Create a comprehensive, easy-to-follow training manual that includes scripts, FAQs, escalation protocols, and examples.

Call Center 62

Call Center First call resolution Best practices Gamification 62

CX Global Media

SEPTEMBER 26, 2017

While there are several topics that are on the agenda for the event like Workforce Management, Metrics, Voice of the Customer, and Management – I asked Justin to share with me what he is experiencing as the top three trends. The post Top 3 Trends in Contact Centers Today appeared first on Call Center Coach. Click to Tweet.

Contact Center 189

Contact Center Employee engagement Chatbots contact center solutions 189

Integrity Solutions

JUNE 24, 2024

Imagine having a sales team coach who sees the potential in you that you don’t even see in yourself—and then is committed to helping you help live up to that potential. Most leaders agree that the role of sales team coach play a key role in helping salespeople achieve their goals. What Does it Mean to Be a Sales Team Coach?

Coaching 66

Coaching Sales Surveys Banking 66

CX Global Media

SEPTEMBER 11, 2018

Annette Franz : Annette is the founder and CEO of CX Journey Inc, a Certified Customer Experience Professional (CCXP), and an official member of the Forbes Coaches Council. She is a co-founder of the Customer Experience Professionals Association, an author and a speaker keynoting high profile conferences and corporate events.

Customer Service 168

Customer Service Coaching Customer centricity Scripts 168

Taylor Reach Group

APRIL 14, 2021

This approach can allow organizations to eliminate some of the more challenging and problematic elements associated with WFH, including hiring, coaching, training, mentoring, sustaining culture, and engaging front-line staff. Many organizations are now implementing or considering retaining a portion of the contact center staff in a WFH.

Contact Center 152

Contact Center Coaching Consulting Consulting 152

Contact Center Pipeline

MAY 30, 2019

May is generally an event-loaded month for the industry. This month, we saw a great deal of interest in a mix of topics from familiar management challenges like frontline coaching and attrition, to a look at how speech analytics’ can tackle long-time contact center pain points, to […].

Coaching 124

Coaching Analytics Contact Center Management 124

Call Design

FEBRUARY 19, 2025

Essential activities like coaching, performance development, and rolling out strategic initiatives are often postponed or cancelled as priorities change. Delivering Coaching, Training and Knowledge Effective coaching is the foundation of high-performing teams. Real Time Analysts therefore have a difficult task.

Time management 60

Time management Management Coaching Average Handle Time 60

CX Global Media

JULY 2, 2018

Here is an edited transcript of our interview: Jim Rembach: Hey, this is Jim with the Fast Leader Show and Call Center Coach and I’m here with Cameron Weeks from Sharpen. The idea here is that we can leverage machine learning to automatically identify interactions that have coaching and training opportunities inside of them.

Contact Center 188

Contact Center Coaching voip contact center solutions 188

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

AUGUST 28, 2018

I witnessed first-hand the power of community when I attended a CCNG networking event at Coca-Cola Consolidated’s contact center in Charlotte, North Carolina. The half-day event was filled with sharing, learning and great idea exchange. After the event, I had an opportunity to chat with David. David Hadobas : I appreciate that.

CCNG 136

CCNG Contact Center Chief Customer Officer Coaching 136

CX Global Media

FEBRUARY 14, 2019

Time of, late arrival, early departure, medical procedures, family events can all cause your Supervisor lot of administrative and mental grief. As author of Serve Up and Coach Down , Nathan Jamail said on the Fast Leader Show , “A person’s job is to make your leaders look good.”. Put a spotlight on them. Always remember this always.

Coaching 220

Coaching Contact Center Call Center Personalization 220

CX Global Media

NOVEMBER 13, 2018

Because of this executive push, many are re-thinking their standard practice of developing frontline leaders with old-school event-based methods. The post The Modern Call Center School for Supervisors | 12 Things to Know appeared first on Call Center Coach.

Call Center 278

Call Center Contact Center Coaching Employee engagement 278