Beyond Philosophy

NOVEMBER 15, 2018

Perhaps you are conspicuous about your environmentalism with your hybrid vehicle logo on the vehicle or the exercise program in which you participate. For example, have you ever seen a Chanel or Coach bag that has big logos all over it? It could be your car or your house or your watch. Maybe it’s not material goods.

Construction 370

Construction Coaching Customer Experience 370

Toister Performance Solutions

NOVEMBER 14, 2024

via LinkedIn Learning) The exercise files from the course. Assignment 1: watch these videos: Phone service still matters Understand the phone's unique challenges Assignment 2: Complete page one of the Learning Plan worksheet that's included in the course's exercise files. Access to Phone-Based Customer Service for all participants.

Customer Service 92

Customer Service Coaching Best practices Contact Center 92

Toister Performance Solutions

MARCH 29, 2025

The exercise files from the course. Set yourself up for success with good customer service Understand the impact of unpleasant surprises Participants should also complete page one of the Learning Plan worksheet that's included in the course's exercise files. Set aside time to provide each person with coaching and feedback.

Management 82

Management Education Coaching Best practices 82

Beyond Philosophy

AUGUST 21, 2017

I recently re-read an article by life coach Melanie Allen that explains ambiguity in business well. Take steps to manage your stress, whether that means regular exercise, meditation or just taking time out for friends and hobbies. Many people are like me – they want to know things for certain and they like step-by-step guidance.

Consulting 351

Consulting Consulting Healthcare Coaching 351

Toister Performance Solutions

FEBRUARY 21, 2025

The exercise files from the course. Serving internal customers Preparing to dive in Defining internal customer service Participants should also complete these exercises. Set aside time to provide each person with coaching and feedback. Access to Serving Internal Customers for all participants.

Coaching 83

Coaching Best practices Feedback Customer Service 83

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

Etech

NOVEMBER 23, 2017

Coaching employees is important for continuity of an organization. Are you taking time to coach the middle-level managers to be great leaders, maybe even better than you are? Are you taking time to coach the middle-level managers to be great leaders, maybe even better than you are? Coaching focuses on helping, not controlling.

Coaching 84

Coaching Feedback Personalization Management 84

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

CX Global Media

JANUARY 8, 2019

Supervisor training with Call Center Coach’s virtual boot camps can take on a variety of developmental areas. In this Call Center Coach Boot Camp we’ll cover several aspect of fitness which include, mind, body and motivation. The entire Call Center Coach Boot Camp delivers a new challenge each day. Workout Plan.

Contact Center 166

Contact Center Coaching Call Center Employee engagement 166

CX Journey

JULY 7, 2015

One of the arguments against journey mapping I often hear is that it's an exercise in futility: You map. Coach and train employees on these areas: keep doing the things you're doing well, but make improvements where you're falling down. This is key to avoiding that "exercise in futility" mentality or outcome.

Journey mapping 68

Journey mapping Coaching Feedback Customer Experience 68

CX Accelerator

DECEMBER 31, 2018

Other Actions: Coach your leaders to use the leadership behaviors you'd like to see, taking care to model how you want them to coach their direct reports.Ask your leaders to emulate the service vision when working with employees. From Jeremy Hyde: How do your leaders calibrate on what they “coach” on and how/when they approach it?

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

JustCall

JULY 29, 2021

It involves a continuous practice of coaching sales teams. In fact, sales coaching plays a role in raising a high-performing team of sales reps. But statistics show that with sales coaching, sales teams are able to attain 91% attainment of sales quota. So, are you tapping into coaching for your sales reps?

Coaching 86

Coaching Sales Scripts Construction 86

CCNG

APRIL 19, 2023

They are a careless and lackluster team with a sarcastic coach who grows frustrated with the responsibility to produce a respectable team. It should not be, and will not be, a quick fix to move challenging employees to another team because that supervisor may have solid coaching or interpersonal skills.

Contact Center 195

Contact Center CCNG Coaching Call Center 195

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

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

Customer Service Life

OCTOBER 13, 2020

I recently wrote an article about a new quality process where I coached my team without showing them a score. So far it’s going great and the team has been receptive to the coaching. This exercise reminded me of the time when we started this blog back in 2012. Image by Daniel Reche from Pixabay. History lesson.

Accountability 185

Accountability Customer Service Coaching Contact Center 185

ShepHyken

JANUARY 15, 2024

Download 6 Self-Coaching Questions to Transform Your Life for free. By adopting a mindset emphasizing accountability, employees, managers, and decision-makers go beyond competence and into elite performance for their customers. ” About: Art Turock is an elite performer in both business and sports.

Accountability 213

Accountability Coaching Best practices Customer Service 213

Call Center Weekly

OCTOBER 9, 2018

As your personal customer service health coach , I guide leaders and teams through this journey. Try this: To get a snapshot of all areas that can contribute to your health, complete the Circle of Life exercise. Jenny is also an Integrative Nutrition Health Coach. What stands out? Talk about it with someone you trust.

Best practices 243

Best practices Contact Center Coaching Telecommunications 243

Vistio

JANUARY 6, 2025

Whether its handling irate customers, navigating complex policies, or building confidence, these systems offer tailored exercises in a risk-free environment. They can track agent performance, identify strengths and weaknesses, and design coaching strategies that ensure continuous developmentall while maintaining day-to-day operations.

Coaching 52

Coaching Contact Center Best practices Technology 52

TeleDirect

FEBRUARY 3, 2025

Offer role-playing exercises to prepare for different scenarios. Provide regular feedback and coaching to improve skills. A: Through continuous training, real-time coaching, and feedback mechanisms to keep agents motivated and skilled. Keep agents informed about new industry trends and best practices.

Call Center 62

Call Center Customer Service First call resolution outsourcing 62

Vistio

JANUARY 27, 2025

Use tools like role-playing exercises or AI-based simulators to: Present nuanced customer issues. Foster a Culture of Autonomy: Encourage agents to take initiative by: Setting Clear Boundaries: Define areas where they can exercise discretion and when escalation is necessary. Allow agents to experiment with different approaches.

Scripts 52

Scripts Coaching Contact Center Feedback 52

Interaction Metrics

NOVEMBER 21, 2024

A simple yet powerful exercise is to reflect deeply on a recent customer interaction: What was their experience from their perspective? Repeat this exercise for at least 10 different customers. 1: Pick One Customer and Empathize Empathy is a cornerstone of excellent customer service. If you could do it over, what would you change?

Customer Service 62

Customer Service Metrics Journey mapping CRM 62

TeleDirect

MARCH 13, 2025

Implement Role-Playing Exercises Simulate real-life customer interactions to help agents practice responses. A: Training duration varies by industry, but a 1-2 week structured program with ongoing coaching is recommended. Focus on handling difficult calls and de-escalation techniques.

Best practices 62

Best practices Call Center Customer Service Average Handle Time 62

Vistio

MARCH 24, 2025

Use Interactive Simulations Traditional role-playing exercises dont always translate well to remote training. Prioritize Real-Time Coaching and Feedback Hybrid models require adaptive coaching strategies. Utilize screen-sharing tools, call monitoring software, and AI-driven insights to provide real-time feedback.

Contact Center 52

Contact Center Coaching Feedback Personalization 52

Real Blue Sky

NOVEMBER 25, 2024

Tools like journaling and mindfulness exercises can help them stay in tune with their feelings and improve their interactions. Repeat this 2-4-6-8 breathing exercise. As a result, this type of exercise can help regulate the parasympathetic nervous system to induce a state of relaxation and calm.

Construction 52

Construction Morale Feedback Coaching 52

Myra Golden Media

JULY 15, 2019

Need some guidance on how to develop and execute a quality program that is robust, fair, and that your employees buy-in to – and one that doesn’t make your supervisors need to sip wine just to get through a coaching discussion with employees? Design Coaching Strategy. Design Coaching Strategy. I have help for you.

Calibration 153

Calibration Coaching Morale Feedback 153

Beyond Philosophy

SEPTEMBER 5, 2024

Sandra Thompson , an emotional intelligence coach for Evolution, shared a video as part of our None of Us Are as Clever as All of Us feature for our podcast. Thompson would probably not feel as surprised as I was because of her experience as an emotional intelligence coach.

Coaching 195

Coaching Call Center Education Personalization 195

CX Accelerator

MAY 15, 2019

Jeff explains how Jenny Dempsey, Customer Service Health Coach who is also in the audience, got an anchor tattoo after learning about Jeff’s concept of attitude anchors. Download Jeff’s workbook, “10 exercises to uncover hidden customer service obstacles” by texting Hidden to 66866. It’s in commitment that real change lies.

Contact Center 51

Contact Center Customer Service Coaching Education 51

Beyond Philosophy

JANUARY 5, 2021

The pandemic has presented an opportunity to participate in a forced-perspective taking exercise for all of us. Furthermore, I believe in giving back with coaching for leaders that need an extra set of hands to manage the crises they face. So, for better or worse, we shall do that for 2020 as well. How did I get through it?

Consulting 221

Consulting Consulting Government Coaching 221

TeleDirect

MARCH 14, 2025

Training strategies for call center agents: Conduct regular coaching and skill-building sessions. Use role-playing exercises to simulate real-world customer scenarios. Well-trained agents can handle customer concerns efficiently and create positive interactions. Provide training on effective communication and problem-solving.

Best practices 62

Best practices Call Center Multi-channel support First call resolution 62

CX Accelerator

APRIL 11, 2018

Or, you look at your to-do list at the end of the day, and realize that it's not just that you didn't spend your time coaching your team or any of your other big priorities; your list for tomorrow is also filled with distractions that won't do anything to help your team accomplish what matters most.

Customer Experience 182

Customer Experience Wireless Journey mapping Coaching 182

Comm100

SEPTEMBER 27, 2018

Customer service agents should be adequately and continuously coached to learn the skills they need to provide quality customer service. Just like coaching in any other field, the coach needs to take the time to observe those being coached and to build them up where they need help. Set goals for each coaching session.

Coaching 65

Coaching Feedback Customer Service Customer retention 65

ShepHyken

JUNE 29, 2020

SmartBrief) In my coaching and consulting sessions with executives during the pandemic, we’ve discussed critical issues such as speed, agility, resilience, pivoting, adaptability, prioritizing, change, strategy, scenario planning, transformation, rebuilding, rethinking and much more. .” Take action on them!

Customer Service 32

Customer Service Coaching Consulting Consulting 32

NICE inContact

JUNE 5, 2019

The best QM and PM programs in the world won’t drive improved results if agents aren’t receiving effective coaching — the medicine of the contact center. From my time in the contact center, I know that when things get busy, coaching is the first thing to get pushed to the side — to the detriment of agents and your customers alike.

Coaching 54

Coaching Contact Center Average Handle Time Quality management 54

CSM Magazine

APRIL 24, 2023

A life coach is a person who, based on a person’s current life situation and values, helps create direction and guide them on their way of meeting positive goals in their personal and professional life. In fact, there are around 23,823 life coaches in the US alone. In fact, there are around 23,823 life coaches in the US alone.

Coaching 52

Coaching Personalization Management Technology 52

SharpenCX

SEPTEMBER 29, 2021

Or, take a day a couple of times a year for full-team training exercises. . Direct the focus of your coaching, your 1:1 time, and your available resources to support agents where they struggle. Employee Training Templates for 1:1 Coaching & Performance Management. Coaching is essential for employee growth and development.

Contact Center 137

Contact Center Coaching Employee engagement Call Center 137

SharpenCX

MAY 11, 2021

Every profession needs good coaching. Without great coaching, you don’t have a team. As a manager, it’s up to you to coach your individual agents into a team that helps customers. Each of your agents needs 1:1 coaching and each needs different care. You can’t use the same coaching techniques universally with your team.

Coaching 67

Coaching Call Center Customer Experience Feedback 67