CSM Magazine

JANUARY 2, 2025

Heres how to design a training program that works: Use Real-Life Scenarios : Create role-playing exercises based on actual customer interactions. Blend initial sessions with ongoing coaching to keep empathy top of mind. Scripts shouldnt box agents into rigid responses. Its not enough to tell your team to be empathetic.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

CSM Magazine

JANUARY 2, 2025

Heres how to design a training program that works: Use Real-Life Scenarios : Create role-playing exercises based on actual customer interactions. Blend initial sessions with ongoing coaching to keep empathy top of mind. Scripts shouldnt box agents into rigid responses. Its not enough to tell your team to be empathetic.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

Integrity Solutions

FEBRUARY 1, 2024

We’ve seen what happens when salespeople fall into the trap of a sales process that’s built around winners and losers, of following a script to push people into a deal and turning the heat up to hit those numbers, even if the behaviors required of you conflict with who you are and what you value.

Sales 101

Sales Coaching Scripts B2B 101

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

Toister Performance Solutions

FEBRUARY 20, 2020

Contact center leaders should monitor all channels, coach agents on their performance, and identify trends. They’re encumbered by strict rules and onerous scripts. This exercise might yield some surprises! As a young contact center manager, I learned the hard way that written communication must be monitored.

Social media contact 108

Social media contact Contact Center Scripts outsourcing 108

Fonolo

SEPTEMBER 30, 2022

While product knowledge, scripts, and protocols are important parts of training your agents, neglecting call center soft skills can affect your call center’s performance. While scripts are great for unifying company messages and standardizing the customer experience, reading lines verbatim may come across as cold and robotic.

Call Center 81

Call Center Scripts Contact Center Gamification 81

JustCall

MARCH 13, 2020

In the first week of the sales training program, the sales representatives undergo exercises aimed at building essential skills. Customer analysis is an integral exercise that sales reps need to undergo. Cold Call Scripting . This is why the practice of preparing cold call scripts comes in handy. Customer Analysis .

Sales 72

Sales Scripts Coaching CRM 72

The Mindful Call Center

SEPTEMBER 26, 2016

Have a short mock-call with an excerpt from a script in the first interview. In the second interview, a lengthier mock call that includes coaching should be done. Present the prospect with a short script and include two objections and scripted responses. One, do they implement the coaching well? Wrap up the “call”.

Call Center 48

Call Center Scripts Coaching Feedback 48

The Mindful Call Center

SEPTEMBER 26, 2016

Have a short mock-call with an excerpt from a script in the first interview. In the second interview, a lengthier mock call that includes coaching should be done. Present the prospect with a short script and include two objections and scripted responses. One, do they implement the coaching well? Wrap up the “call”.

Call Center 48

Call Center Scripts Coaching Feedback 48

SharpenCX

NOVEMBER 5, 2020

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. With so much to do, it’s tough to find the headspace, let alone the time, to think through how to coach your agents regularly.

Average Handle Time 67

Average Handle Time Coaching Calibration Feedback 67

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

Balto

JANUARY 18, 2025

Supervisors Monitoring performance and coaching agents in real-time. Managing a Call Center Team: The Key Roles That Drive Success Managing a call center is like coaching a sports team. Supervisors The Coaches Supervisors are in the trenches. Key Focus Areas: Real-time coaching and feedback loops. Flip the script.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 17, 2025

Supervisors Monitoring performance and coaching agents in real-time. Managing a Call Center Team: The Key Roles That Drive Success Managing a call center is like coaching a sports team. Supervisors The Coaches Supervisors are in the trenches. Key Focus Areas: Real-time coaching and feedback loops. Flip the script.

Best practices 52

Best practices Call Center Metrics Management 52

AWS Machine Learning

NOVEMBER 14, 2023

Install the latest version of LangChain : pip install “langchain>=0.0.317” --quiet You can now test your setup using the following Python shell script. The script instantiates the Amazon Bedrock client using Boto3. Users should exercise caution and perform due diligence before utilizing these techniques in sensitive applications.

APIs 130

APIs Engineering Scripts Education 130

DMG Consulting

AUGUST 10, 2023

Real-time guidance and NBA tools give agents the insights they need to elevate each customer interaction from an information-gathering and delivery exercise to a problem-solving and relationship-building session. These capabilities can help agents enhance and grow relationships with customers by suggesting upsells or new products.

Upselling 48

Upselling Scripts Average Handle Time Coaching 48

Customer Service Life

JUNE 26, 2017

In short, they have a refreshingly human approach, completely doing away with IVRs and scripts and focusing on getting customers the help they need quickly and efficiently. He did several exercises with volunteers and had the whole room rolling with laughter by the end of the session.

Contact Center 68

Contact Center Journey mapping Entertainment Chatbots 68

Toister Performance Solutions

DECEMBER 31, 2019

In the majority of companies I observe, values are created via a meaningless corporate exercise. The second priority is courtesy, so the cast member momentarily paused his scripted routine to politely address the young boy and assure the mother her son would be safe. Please excuse my language. I want to write this plainly.

Advertising 69

Advertising Scripts Coaching Accountability 69

aircall

JUNE 16, 2021

Airbnb, for instance, uses an exercise called the “ 11-star experience ”, where it walks its teams through examples of poor guest experiences and discusses what it would take to get it to four or five stars. By doing this exercise, even if the solutions are unrealistic, Airbnb’s support teams can aim higher to achieve better service.

Customer Service 62

Customer Service Surveys Customer retention Coaching 62

LiveChat

JULY 15, 2015

In low–CQ companies , reps’ job is to stick to the game plan that’s already been scripted. During coaching sessions with each rep, supervisors listen to previously recorded calls and agree on which level the rep is achieving with that customer. They are also empowered to exercise their own judgment and they feel trusted.

Customer Support 73

Customer Support Average Handle Time Coaching Customer Service 73

Hero Digital

JULY 9, 2019

As an athlete and ski and soccer coach – including for athletes bound for the Olympics – Cindy brought to life her personal experience of five principles that attendees could apply to their own career paths. She included a participatory exercise of raising a hand when audience members have experienced a type of situation.

Scripts 40

Scripts Coaching Personalization Consulting 40

Interaction Metrics

AUGUST 14, 2024

Our Model Answers are more than scripted responses. Last, we’ll do interactive exercises and co-critique interactions to increase customer service awareness. We’ll explore different customer personas and situations and deconstruct examples of good and bad customer service.

Consulting 62

Consulting Consulting Customer Service Surveys 62

JustCall

DECEMBER 7, 2022

Sales call reporting can also create a good foundation for training and coaching, as it encapsulates best practices and performance. Supplements Training and Coaching. Sales call reporting, as a process, cannot operate in silos; how you leverage it is key to making this whole exercise effective. Benefits of Sales Call Reporting.

Sales 52

Sales Management CRM Best practices 52

NobelBiz

MARCH 6, 2023

Roleplay and practice : Allow agents to practice their scripts and techniques in a safe environment, providing feedback and coaching to help them improve. Continuously monitor and coach agents : Monitor agent performance and provide regular coaching and feedback to help them improve their skills and performance.

Abandon Call 52

Abandon Call Contact Center Agent burnout Abandon rate 52

Helpware

AUGUST 28, 2018

Usually, customer service representatives are given a set of scripts to follow depending on why a customer is calling. While half of your head is daydreaming about margaritas on the beach, the other half is rattling off the script. Reading the same thing over and over again can become monotonous and cause you to detach from your work.

Customer Service 42

Customer Service Scripts Benchmark Government 42

Integrity Solutions

MAY 24, 2023

When participants leave sales training, there must be a structured follow-up process that ensures: Accountability for real-world application Repetition Feedback on progress Positive reinforcement and supportive coaching For sales training and skills to turn into a way of doing business, they have to be hard-wired into the culture.

Sales 52

Sales Coaching Accountability Personalization 52

NobelBiz

APRIL 20, 2020

While a mock case is a successful exercise, agents can also become familiar with real-life scenarios. This enables agents and supervisors to have access to the call script for better exploitation. It is wiser to only use recordings made by the previous staff. This will avoid embarrassing agents in front of their peers.

Contact Center 52

Contact Center voip CRM Journey mapping 52

JustCall

MARCH 9, 2023

Training allows employees to practice and exercise their core skills like communication, empathy, active listening, and conflict resolution in a controlled environment. Having such a success script at their disposal will call for lesser supervision from their managers. How often should you schedule customer service training?

Customer Service 40

Customer Service Morale Benchmark Scripts 40

LiveChat

JULY 15, 2015

In low–CQ companies , reps’ job is to stick to the game plan that’s already been scripted. During coaching sessions with each rep, supervisors listen to previously recorded calls and agree on which level the rep is achieving with that customer. They are also empowered to exercise their own judgment and they feel trusted.

Customer Support 44

Customer Support Average Handle Time Coaching Customer Service 44

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Improved agent productivity – With more time available to front-line management, productivity improvements from focused coaching are realized. Switch your agents tasks on occasion, encourage collaboration, and create team-building exercises. It will facilitate agent enthusiasm and interest, while keeping them on their toes.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

Dialer 360

JUNE 19, 2018

Furthermore, organizations are executing exercises that would enhance customer service. Escalate exercise of taking one or two calls at once, and you can deliver amazing customer experience. To keep up with the customer’s demands, you need to keep telling your agents the updates in the script and what they need to do!

Customer Service 20

Customer Service Coaching Call Center Contact Center 20

Russel Lolacher

MAY 8, 2022

And that’s a different thing altogether, then that’s a great exercise for all of us, right? One way that he had amazing intentions, I said, Well, maybe you can help him and coach him. But I think what you’re also talking about is those who really set an intention. So you can’t make that commitment.

Consulting 52

Consulting Consulting Personalization Contact Center 52

Cincom

APRIL 21, 2025

Conduct weekly call reviews and 1:1 coaching. Conduct regular scripted role-plays on discovery calls, product presentations, overcoming objections, and closing. LMS platforms are well-suited to deliver modular training content, monitor progress, and evaluate retention of knowledge through quizzes and interactive exercises.

Sales 40

Sales CRM Morale Coaching 40