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

Vistio

FEBRUARY 24, 2025

Generic coaching, delayed reviews, or feedback that lacks actionable steps often gets lost in the daily rush of customer interactions. This happens for a few key reasons: Lack of Personalization: A one-size-fits-all approach doesnt account for individual agent strengths, weaknesses, and learning styles.

Feedback 52

Feedback Coaching Contact Center Personalization 52

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. Leaving complete account notes for the next person who interacts with the customer. Image by Daniel Reche from Pixabay. History lesson.

Accountability 185

Accountability Customer Service Coaching Contact Center 185

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

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 216

Accountability Coaching Best practices Customer Service 216

TeleDirect

FEBRUARY 3, 2025

Personalize Customer Interactions Customers appreciate personalized service. Personalization boosts customer loyalty and creates meaningful interactions. Offer role-playing exercises to prepare for different scenarios. Provide regular feedback and coaching to improve skills.

Call Center 62

Call Center Customer Service First call resolution outsourcing 62

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

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. Agents were trained to add a personal touch to their final messages. How did it compare to your ideal customer interaction?

Customer Service 62

Customer Service Metrics Journey mapping CRM 62

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

Calabrio

APRIL 11, 2025

In our State of the Contact Center 2025 report , leaders ranked 24/7 availability, more personalized service, and greater demand for speed, efficiency, and trust as customers top rising priorities. Building Rapport: Teaching techniques to create a connection with the customer, making the interaction feel more personal and supportive.

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

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

TeleDirect

MARCH 14, 2025

Consistent and personalized customer interactions. Training strategies for call center agents: Conduct regular coaching and skill-building sessions. Use role-playing exercises to simulate real-world customer scenarios. How to personalize customer interactions: Use customer data and call history to tailor responses.

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

TeleDirect

MARCH 13, 2025

Creates a more personalized customer experience. 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.

Best practices 62

Best practices Call Center Customer Service Average Handle Time 62

Vistio

MARCH 24, 2025

Live virtual sessions and in-person workshops help reinforce key concepts, while on-demand training allows agents to revisit materials at their own pace. Use Interactive Simulations Traditional role-playing exercises dont always translate well to remote training.

Contact Center 52

Contact Center Coaching Feedback Personalization 52

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 69

Coaching Feedback Customer Service Customer retention 69

CSM Magazine

DECEMBER 23, 2024

In the absence of in-person meetings, explore new methods to connect and work. Team-Building Workshops Conduct interactive seminars centered on team-building exercises. These might vary from problem-solving exercises to confidence-boosting activities. Thus, all your team members can engage on a personal level.

Customer Support 52

Customer Support Morale Coaching Personalization 52

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

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

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

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

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 61

Coaching Feedback Morale Accountability 61

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

Calabrio

MARCH 31, 2025

And as all the buzz has come with promises of unprecedented personalization and operational efficiency, its worth taking a closer look at the most impactful contact center use cases for generative AI and what organizations can do to make the best use of this game-changing tech in 2025 and beyond.

Contact Center 52

Contact Center Customer Service Virtual Agent Self service 52

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

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

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 Gamification Average Handle Time 125

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