ShepHyken

JANUARY 15, 2024

A victim mindset can hinder personal and professional growth. Download 6 Self-Coaching Questions to Transform Your Life for free. Inviting accountability opens the door to conscious decision-making, enabling individuals to confront their current behaviors, and get better long-term results.

Accountability 223

Accountability Coaching Best practices Customer Service 223

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. Taking time to talk with team members about their personal lives, goals, and accomplishments is key to creating engaged and motivated teams.

Contact Center 195

Contact Center CCNG Coaching Call Center 195

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

Call Center Weekly

OCTOBER 9, 2018

When one person takes the lead from a place that isn’t forced, others might follow. 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. What stands out?

Best practices 243

Best practices Contact Center Coaching Telecommunications 243

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. In the conventional sense, empathy can be too contextual because emotions are personal. Not everyone needs to talk to a live person, but some do.

Coaching 195

Coaching Call Center Education Personalization 195

Beyond Philosophy

JANUARY 5, 2021

The pandemic has presented an opportunity to participate in a forced-perspective taking exercise for all of us. We shared both personal and business things that 2020 has taught us on a recent podcast. At the beginning of the pandemic, I was talking to a client who moved a 500-person call center to work from home in only 15 days.

Consulting 221

Consulting Consulting Government Coaching 221

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

CX Accelerator

MAY 15, 2019

I spent a great time talking travel with Catalina and books with Holly and time quickly runs out before I get to person number three. 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. The answer might surprise you.

Contact Center 51

Contact Center Customer Service Coaching Education 51

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 64

Coaching Feedback Customer Service Customer retention 64

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.

Coaching 52

Coaching Personalization Management Technology 52

Fonolo

NOVEMBER 23, 2021

After all, workplace training has a reputation for being dull with endless PowerPoint presentations and the occasional role-playing exercise. Take this approach one step further by coaching your veteran agents on setting a positive tone and building a friendly mentor-mentee relationship with your new hire. Gamify your training. .

Call Center 148

Call Center Abandon rate Gamification Education 148

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

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

NICE inContact

JUNE 5, 2019

Personally, I would think “Ok, my levels are high. 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. So how can you effectively “treat” your contact center with invaluable coaching medicine? Have a nice day!”.

Coaching 54

Coaching Contact Center Average Handle Time Quality management 54

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

Callminer

SEPTEMBER 23, 2020

Call centers that implement agent performance management solutions equip their agents with the ongoing coaching and training needed to perform at their best. But you have to know how to read them, what they mean and how to act on the results in order for the exercise to be worthwhile.

Best practices 182

Best practices Call Center Outbound sales Telemarketing 182

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 140

Customer Experience Wireless Journey mapping Gamification 140

BlueOcean

FEBRUARY 25, 2019

Hire the right people, and you’re instantly better positioned to deliver a customer experience that is solution-focused yet highly personalized. It takes more than one person to win. In-person communications include side-by-side coaching, monthly one-on-ones, as well as and small focus groups.

Customer Experience 116

Customer Experience Coaching Feedback Customer Care 116

CX Accelerator

FEBRUARY 3, 2018

You have customers that want the bottom line as quickly as possible (D), others that love to be educated with laborious details (C), and still others that just love to chat about personal things for twenty + minutes (i). Enhanced Manager to Agent Dialog – Coaching conversations are hard.

Customer Service 140

Customer Service Construction Coaching Education 140

Integrity Solutions

SEPTEMBER 22, 2022

Leaders who not only seek to understand each person for what they bring to the table but also tend to see more in their people than they might see in themselves — and then spend the necessary time with them to help them achieve new levels of personal and professional success. The latter drawing is the culture you want.

Sales 23

Sales Coaching Personalization Employee engagement 23

Outsource Consultants

APRIL 12, 2021

Coach walks in with brand new pads and your slick designer uniforms, uttering some version of “To play like champions, we need to look like champions.”. Maybe you’ll be training exclusively remote long-term, or perhaps you’ll gradually shift to in-person instruction down the road, Make sure your tools elevate your training.

Management 125

Management outsourcing Average Handle Time Gamification 125

Beyond Philosophy

DECEMBER 19, 2020

We also have anxiety from our personal lives. Dr. Mohan coaches leaders and mentors about their health, as well as the health of their teams. It doesn’t matter whether the success was in your personal life or professional life, but writing it down is imperative. She recommends we write down one win from the day.

Consulting 248

Consulting Consulting Management Coaching 248

Fonolo

APRIL 27, 2020

And it will help any of your team stay connected with each other on a personal level. Team building exercises and social opportunities are an integral part of forming a great company culture. Team building exercises and social opportunities are an integral part of forming a great company culture. Exercise with your remote team.

Call Center 112

Call Center Morale Contact Center Gamification 112

Myra Golden Media

APRIL 5, 2023

By providing clear guidance on what will happen next and what the caller needs to do, the person taking the call can help to reduce confusion and misunderstandings and ensure that the conversation stays on track. Signposting is about proactively managing the conversation rather than simply reacting to what the caller says.

Best practices 156

Best practices Call Center call center software Healthcare 156

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. . It’s worthwhile to have every agent return to this customer service training exercise throughout the year as new features are added to products or ideas shift. Cross-Train Employees to Expose Them to New Situations.

Contact Center 128

Contact Center Customer Service Employee engagement Coaching 128

Toister Performance Solutions

JANUARY 5, 2023

Bosses often fail to adequately communicate, train, or coach. Second, I've personally experienced what I'm about to share. At the end of those four years, every person who worked in my department when I started was gone. But you can be the person who overcomes them and sets a positive example for everyone else.

Customer Service 90

Customer Service Coaching Wait times Personalization 90

Cincom

AUGUST 12, 2020

“Listen Twice and Speak Once” My father (now retired) was a brilliant business person and often my coach and mentor. I felt it was something I should pay attention to—the words, the actors, the personalities and their respective presentation styles. Don’t laugh.). I was intrigued.

Construction 97

Construction Coaching Engineering Personalization 97

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

TechSee

AUGUST 26, 2024

Another significant pain point is the lack of personalization. Modern customers expect personalized, intuitive service. As with phone interactions and perhaps even moreso, the lack of personalization in chat bot interactions can be glaring. Personalize Interactions: Personalization should be a top priority.

Call Center 124

Call Center Customer Service Average Handle Time Interactive Voice Response 124

Taylor Reach Group

MARCH 20, 2020

Too often we overlook mental health issues as personal issues that are not the concern or responsibility of the employers or the organization. Of course, there is a personal cost to every person or employee impacted by the mental health issues of their co-workers, families and friends, yet this topic is seldom discussed.

Contact Center 105

Contact Center Consulting Consulting Coaching 105

Nicereply

APRIL 18, 2022

I’ve made it my personal mission to help solve the so-called pipeline problem in tech. ” 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. What’s next?” I listen and share my perspective.

Coaching 98

Coaching Personalization Feedback Management 98

Totango

OCTOBER 20, 2022

Coaching and training. Coaching and Training. Coaching and training require knowing your product inside and out, a customer-centric focus, teaching skills, and patience. As part of a team, customer success managers may be called upon to exercise management skills. Evaluate Customer Success Skills through Exercises.

Management 94

Management Upselling Coaching Best practices 94

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

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

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. If the associate isn’t able to quickly identify where that person is on their customer journey, and what steps have already been taken, the customer may feel frustrated.

Contact Center 125

Contact Center contact center associations Brand ambassadors Coaching 125

Customer Service Life

FEBRUARY 13, 2018

Perhaps it’s a special dietary or exercise routine you follow. I understand this comes down to personal choice – you can’t force a shift in someone’s internal core values about work. It took me years to learn this, but in order to take the best care of others, we must first take the best care of ourselves.

Coaching 100

Coaching Call Center Surveys Customer Service 100