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. It’s what stakeholders assume to be the steps customers go through to complete some task; it's based on what they know as customers themselves and on customer feedback and other customer data. You put it on the wall. Keep going.

Journey mapping 68

Journey mapping Coaching Feedback Customer Experience 68

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

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

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

ShepHyken

JUNE 29, 2020

CustomerGauge) In this eBook, we’ll discuss the four steps within this new model and summarize findings from our white paper that will help you capitalize on customer feedback and grow your bottom line. The Definitive Guide to Monetized Net Promoter by Sarah Frazier. A high score tells you your customer is happy enough to recommend you.

Customer Service 34

Customer Service Coaching Consulting Consulting 34

SharpenCX

MARCH 4, 2020

This fleeting access to memory is why in-the-moment coaching is so impactful. Download Now: Get real about coaching and training your agents with these 7 techniques. A typical call center coaches and trains agents in a few different ways. And, they cram months (and months) of feedback into a single coaching session.

Call Center 84

Call Center Feedback Coaching Average Handle Time 84

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

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 64

Coaching Feedback Customer Service Customer retention 64

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

BlueOcean

FEBRUARY 25, 2019

For Carol, empowering contact center agents depends upon three key factors: engagement, communication, and feedback. She sees herself as the communication facilitator making sure agents, coaches, and managers and the client are all on the same page to keep all hands-on-deck without sacrificing quality. Providing Agent Feedback.

Customer Experience 116

Customer Experience Coaching Feedback Customer Care 116

JustCall

MARCH 22, 2022

It involves continuous efforts to coach and better sales teams. Sales coaching plays a key role in raising a high-performing team of sales representatives. But statistics show that with excellent sales coaching, sales teams can attain 91% attainment of sales quota. So, are you tapping into coaching for your sales reps?

Coaching 52

Coaching Sales Scripts Construction 52

Customer Guru

MARCH 27, 2018

Don’t measure CEx just as a benchmarking exercise that yields a handful of action points to present in the board meeting. Coach those who are unable to move the score up or, even worse, caused the score to dip. Would be great to hear your comments and feedback. Again, consistency is the key here.

Customer Experience 114

Customer Experience Benchmark Customer centricity Coaching 114

CSR Inc.

MARCH 5, 2017

In fitness, we need diet and exercise. With QA, coaching and accountability are the diet and exercise. Call Center Agent Coaching ‘The more coaching, the better’ is a mantra we drive home with clients. Coaching touch points are critical to making progress.

Coaching 48

Coaching Calibration Call Center Feedback 48

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

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. . And, have your more experienced agents play the customer, asking questions they hear from customers and providing feedback on how the new hire’s answers. The onboarding process in any call center can feel daunting.

Contact Center 128

Contact Center Customer Service Employee engagement Coaching 128

Myra Golden Media

APRIL 5, 2023

It can also provide real-time feedback on the effectiveness of signposting, helping agents to improve their skills over time. For example, call center software can provide prompts and reminders for agents to use specific signposting techniques or phrases.

Best practices 156

Best practices Call Center call center software Healthcare 156

Fonolo

JANUARY 31, 2023

Simply put, call center training is any course, seminar, video, coaching session, or other activity that teaches the skills and behavior required for success in a call center. Mentoring or coaching With the right guidance, there’s always an opportunity for one-on-one learning, which can be very effective. What is Call Center Training?

Call Center 141

Call Center Contact Center Coaching Gamification 141

Customer Service Life

MAY 6, 2019

During the rollout of this new style guide, we selected an issue type or contact driver that frequently aggravates customers, leading to dissatisfaction, and facilitated a journey mapping exercise to see the before, during, and after for that particular issue type. This added some awkwardness to the exercise. Key Insights.

Journey mapping 83

Journey mapping Contact Center Coaching Education 83

The Northridge Group

NOVEMBER 9, 2022

All too often QM is seen as a “check the box” exercise, with some companies or managers just looking to complete a task so they can receive their score. Companies with a poor feedback management system or which stress performance metrics are seeing a trend toward service decline in associates with a long tenure.

Contact Center 125

Contact Center contact center associations Brand ambassadors Coaching 125

TechSee

AUGUST 26, 2024

Regular Performance Feedback: Providing ongoing feedback to agents about their performance is essential for continuous improvement. Use call recordings and performance metrics to review service delivery and provide constructive feedback. Regular feedback loops are another crucial aspect of skill improvement.

Call Center 124

Call Center Customer Service Average Handle Time Interactive Voice Response 124

Comm100

JUNE 26, 2018

With the World Cup in full swing, now is probably the perfect time to talk about one of the essential elements of any team – the Coach. Coaches are focused on improving performance during the moment, and the skills required for an excellent coach are very distinct. This is where a coach comes into play. Coaching Skills.

Coaching 45

Coaching Feedback Morale Accountability 45

Taylor Reach Group

MARCH 20, 2020

Offer free or subsidized clinical screenings for depression from a qualified mental health professional, followed by directed feedback and clinical referral when appropriate. Provide free or subsidized lifestyle coaching, counseling, or self-management programs. Create and maintain dedicated, quiet spaces for relaxation activities.

Contact Center 105

Contact Center Consulting Consulting Coaching 105

Totango

OCTOBER 20, 2022

CSMs act as the voice of the customer bringing user experience feedback to the product team. To this end, they should be skilled in managing business relationships, taking customer feedback, reviewing customer data, and problem-solving. Coaching and training. Coaching and Training. CSM role duties may vary by company.

Management 94

Management Upselling Coaching Best practices 94

Nicereply

APRIL 18, 2022

” And by satisfying that voice through coaching and support from their manager, it allows people to focus on doing their best work. I coach a lot of people on their career. 3rd week is ‘Feedback’: This is a dedicated time to share two-way feedback. What’s next?”

Coaching 98

Coaching Personalization Feedback Management 98

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. Share it across departments for feedback, then apply those insights to 15 more emails. If you could do it over, what would you change?

Customer Service 62

Customer Service Metrics Journey mapping CRM 62

3CLogic

NOVEMBER 10, 2021

Low-quality feedback from supervisors. Go Beyond Metrics To Offer Individualized Coaching. Leverage intelligent speech analytics and to identify critical moments during customer-agent interactions and determine each agent’s strengths and weaknesses in resolving issues and coach accordingly. There are a number of reasons.

Contact Center 93

Contact Center Interactive Voice Response Schedule adherence Average Handle Time 93

BlueOcean

OCTOBER 4, 2021

We’ve found that the strategic use of role-play exercises and positive reinforcement are essential to overcoming those barriers. Making sure everyone is on the same page—from the agents to the coaches to managers to the client—is key to ensuring we don’t sacrifice quality. Providing Agent Feedback.

Customer Experience 77

Customer Experience Coaching B2C Customer Care 77

Toister Performance Solutions

FEBRUARY 20, 2020

Monitor all channels There's a good chance you monitor your agents' phone calls and routinely give them feedback. Contact center leaders should monitor all channels, coach agents on their performance, and identify trends. This exercise might yield some surprises! But what about emails, chat sessions, or social media posts?

Social media contact 108

Social media contact Contact Center Scripts Accountability 108

NobelBiz

OCTOBER 31, 2023

Proactive Issue Resolution By analyzing call patterns, durations, and feedback, call centers can identify recurring issues. This instant feedback is invaluable, offering insights into areas of improvement and enabling immediate corrective action. Feedback from representatives and customers is regularly incorporated to refine entries.

Customer Support 104

Customer Support Contact center software Call Center Analytics 104

Integrity Solutions

AUGUST 24, 2022

What they don’t always recognize is that it’s something that can be developed through effective training and coaching. These and other alignment checks should be part of the ongoing performance strategies of the sales manager and coach. Senior leaders prioritize coaching and expect others to coach their teams.

Sales 83

Sales Coaching Calibration B2B 83

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

SharpenCX

NOVEMBER 5, 2020

Regular doses of agent feedback are like taking daily vitamin C. And, with every piece of feedback you give, your agents get stronger. I take my daily vitamins, do my breathing exercises, and go for a walk outside every day. Putting in the time to coach and train your team ensures you stop bad agent habits in their tracks.

Average Handle Time 67

Average Handle Time Coaching Calibration Feedback 67

ChurnZero

JANUARY 28, 2022

Collect feedback and adapt. Playing show-and-tell with your new software too early can lead to extraneous feedback, unclear expectations, and a headache for you. Instead, consider using a phased approach that allows you to consolidate feedback and drive meaningful change early on. Collect Feedback and Adapt.

SaaS 98

SaaS Feedback Coaching Education 98

Fonolo

JUNE 17, 2015

Call center training is any course, seminar, video, coaching session or other activity that teaches the skills and behavior required for success in a call center. If there’s one thing any coach or contact center manager will agree with, it’s that the best type of call center training is hands-on. Mentoring or coaching.

Call Center 96

Call Center Gamification Coaching Contact Center 96

BlueOcean

OCTOBER 4, 2021

We’ve found that the strategic use of role-play exercises and positive reinforcement are essential to overcoming those barriers. Making sure everyone is on the same page—from the agents to the coaches to managers to the client—is key to ensuring we don’t sacrifice quality. Providing Agent Feedback.

Customer Experience 62

Customer Experience Coaching B2C Customer Care 62

Help Scout

SEPTEMBER 28, 2021

We also have in-house interviewer training that everyone must go through before they interview candidates — we want our team to be crystal clear about how to give a great interview, how to listen for solid answers, how to minimize unconscious bias, and how to write useful feedback. Sometimes we have two candidates that reach the final stage.

Engineering 126

Engineering Feedback Technical Support Surveys 126

Russel Lolacher

APRIL 5, 2021

Understand that your audience is interested in your subject matter and really want to talk to you about it, whether it’s their opinion, their feedback, their research, etc. If you don’t have an answer to their critique, tell them their feedback is being shared with the relevant business area and then share it.

Customer Care 98

Customer Care Government Transportation Employee engagement 98