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. Ways to gather feedback: Conduct post-call surveys to assess satisfaction levels. Provide training on effective communication and problem-solving.

Best practices 62

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

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

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

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

3CLogic

NOVEMBER 10, 2021

In fact, a recent ICMI survey shows the average contact center’s agent turnover rate was 58% year over year. According to the ASAPP survey, 77% of agents say hands-on training and shadowing are more effective than reviewing written materials. Go Beyond Metrics To Offer Individualized Coaching.

Contact Center 93

Contact Center Interactive Voice Response Schedule adherence Average Handle Time 93

Taylor Reach Group

AUGUST 26, 2020

Keep in mind that only a small percentage of customers complete surveys (higher percentage if calling). So you need to initiate enough surveys to get a reasonable sample size. A common error and observation in these exercise is to only focus on live contacts. One way to measure FCR is to ask your customers!

Analytics 121

Analytics Interactive Voice Response Contact Center CRM 121

Calabrio

MARCH 31, 2025

This means fair and consistent feedback, targeted coaching, and continuous improvement. Meanwhile, 59% fail to provide ongoing coaching and support to help agents navigate AI-driven workflows. More Accurate Virtual Agents and IVR Elevate your self-service with intelligent virtual agents.

Contact Center 52

Contact Center Customer Service Virtual Agent Self service 52

Customer Service Life

FEBRUARY 13, 2018

The #FreeToHelp movement, founded by Leslie O’Flahavan and myself, surveys teams to understand pain points and areas to improve. Perhaps it’s a special dietary or exercise routine you follow. This is an important component to the overarching customer experience.

Coaching 100

Coaching Call Center Surveys Customer Service 100

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. Apple consistently ranks high in customer satisfaction surveys. You need to show them how. The result?

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. Apple consistently ranks high in customer satisfaction surveys. You need to show them how. The result?

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

Taylor Reach Group

MARCH 26, 2019

There is no question that customers are the best source in providing such measurement but surveying customers could become a costly exercise. In case of Achievable, the emphasis would be on training and coaching. Definition and Measurement. if the calls is transferred, it is considered a second contact and not a FCR call).

First call resolution 112

First call resolution Contact Center Consulting Consulting 112

ChurnZero

MAY 15, 2024

Yet, the data suggests, there’s something else at play: a lack of operational leadership experience within our survey respondents’ teams. 67%) Elsewhere in the survey, 68% of CSMs say they like and appreciate their managers. 45%) Coaching and mentoring our team. (43%) Our top three results: Making time for me when I need them.

Chief Customer Officer 52

Chief Customer Officer Coaching Surveys Best practices 52

Cincom

FEBRUARY 21, 2025

Interactive workshops, role-playing exercises, and guided walkthroughs enable users to build confidence and proficiency in using the system. 5- Ongoing Coaching and Refresher Courses CPQ systems evolve over time with new features, updates, and business rule changes.

Sales 40

Sales Gamification Finance Best practices 40

8x8

NOVEMBER 27, 2017

Most companies have implemented some sort of training or coaching program within their corporate structure and contact center. To analyze the benefits of the training or coaching, a systematic evaluation process needs to be put in place. On this level, coaches should identify things that may facilitate or hinder knowledge transfer.

Contact Center 48

Contact Center Coaching Quality management contact center solutions 48

8x8

NOVEMBER 27, 2017

Most companies have implemented some sort of training or coaching program within their corporate structure and contact center. To analyze the benefits of the training or coaching, a systematic evaluation process needs to be put in place. On this level, coaches should identify things that may facilitate or hinder knowledge transfer.

Contact Center 48

Contact Center Coaching Quality management contact center solutions 48

8x8

NOVEMBER 27, 2017

Most companies have implemented some sort of training or coaching program within their corporate structure and contact center. To analyze the benefits of the training or coaching, a systematic evaluation process needs to be put in place. On this level, coaches should identify things that may facilitate or hinder knowledge transfer.

Contact Center 48

Contact Center Coaching Quality management contact center solutions 48

3CLogic

AUGUST 31, 2021

It’s not difficult to understand how exercising empathy would be valuable for contact center agents. The results of more than 300 surveys show a clear correlation between the two, particularly when it comes to telecommunications. Agents can exercise this type of empathy by: Paraphrasing what the customer said.

Customer Service 59

Customer Service Interactive Voice Response Contact Center Telecommunications 59

CX Journey

MARCH 21, 2018

By that I mean that they have no allocated financial resources for improvements to be made as a result of the learnings from surveys and other listening posts, journey mapping, and other customer experience strategy exercises that become the catalyst for onstage customer experience or behind-the-scenes process improvements.

Journey mapping 108

Journey mapping Consulting Consulting Surveys 108

Peter Lavers

NOVEMBER 14, 2017

A survey I commissioned, with Worldwide Business Research , found similar challenges meeting demand. Looking at the feedback from past training courses, on Softer Skills for Analysts, the most popular exercise is on questioning. I learnt about Socratic Questioning during my qualification as a leadership coach.

Analytics 100

Analytics Banking Consulting Consulting 100

SharpenCX

FEBRUARY 24, 2021

Are customers typically silent and suddenly flooding your surveys with complaints? Scale coaching to develop your agents. Strategic Contact’s annual challenge & priorities survey said abandon rates, lack of coaching and development and high contact volumes are the top challenges plaguing 2021 call centers.

Call Center 67

Call Center Customer Service Coaching Metrics 67

Integrity Solutions

JUNE 29, 2018

Sales Effectiveness Often Starts by Understanding Why Your Sales Managers Still Aren’t Coaching Their Teams. Ask a roomful of people to raise their hands if they know that regular exercise delivers health benefits, and without fail, every hand will go up. But this isn’t an article about exercise. by Bruce Wedderburn.

Sales 43

Sales Coaching Management Morale 43

Outsource Consultants

FEBRUARY 27, 2025

Role-playing exercises allow agents to practice handling difficult customer scenarios in a safe environment. These exercises improve conflict resolution skills. Customer satisfaction surveys are now more targeted and actionable. Many centers use post-call IVR surveys to gather immediate feedback.

Call Center 67

Call Center First call resolution Average Handle Time outsourcing 67

Etech GS

APRIL 1, 2019

To help your employees buy into the idea of quality monitoring, make the exercise collaborative and inclusive. Take the agent into an individual coaching session to discuss the interaction whether it be a chat, call, or social media contact. The ideal coaching session takes no more than 15 minutes. Hire third party to monitor.

Calibration 56

Calibration Coaching Social media contact Contact Center 56

aircall

JUNE 16, 2021

In our 2021 ECommerce Report , we surveyed nearly 6,000 eCommerce shoppers across seven countries. Other sobering statistics in the survey illustrate the importance of getting it right the first time: Half of all customers would stop buying from a brand after a single bad customer service experience. Expert knowledge.

Customer Service 62

Customer Service Surveys Customer retention Coaching 62

Russel Lolacher

APRIL 5, 2021

Bonus: Embrace customer-centricity – during a user experience (UX) exercise of our public service websites in our team’s early years, one of the feedback quotes was “you wrote this for yourselves, not for us.” Collaboration, coaching, inspiration, motivation… no contribution comes without connection to others.

Customer Care 98

Customer Care Government Transportation Employee engagement 98

Help Scout

SEPTEMBER 28, 2021

The project itself runs the gamut depending on the role — some might be presentations, others might be role playing or demos: Engineering projects are all take-home coding exercises that are similar in language and project setup to what they might be working on on a daily basis.

Engineering 126

Engineering Feedback Technical Support Surveys 126

Russel Lolacher

JANUARY 4, 2021

Transferring – biweekly professional development, mentoring/coaching, approachable presentations. That’s not to say you shouldn’t have a strategy with milestones and check-ins along the way, it’s just that it’s not a regular project management exercise. Large organizational culture shift can take time.

Government 83

Government Surveys Coaching Personalization 83

ChurnZero

DECEMBER 18, 2020

Hoping to shed light on the current state of Customer Success and its influence within B2B SaaS organizations, ChurnZero along with ESG and Higher Logic, invited Customer Success leaders to participate in a survey to learn more about the top initiatives and issues facing this function today. Customer Success Around the Web.

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87

CSM Magazine

AUGUST 16, 2024

Consider conducting surveys, focus groups, or one-on-one conversations to gather insights. Practice Opportunities Create opportunities for your team to practice using the new tools in a low-pressure environment, such as simulated customer interactions or role-playing exercises.

Technology 52

Technology Customer Service Coaching Feedback 52

ProProfs Blog

JANUARY 29, 2020

You can additionally improve upon this by sharing regular surveys with your clients to get meaningful feedback that can help you enhance the experiences you offer. . They should be prepared to undergo training and coaching and change their outlook towards customer service. 5 Things to Know About Multi-Channel Customer Service.

Multi-channel support 148

Multi-channel support Customer Service Self service Customer Support 148

Playvox

DECEMBER 21, 2022

While these are great virtual meeting tools for communicating in and engaging as a group, you might need other technology in place for one-on-one coaching for individual agents. Seventy-six (76%) of agents in our survey told us control over their time was why they preferred remote work. For instance, Lindsey J.,

Contact center software 52

Contact center software Contact Center Coaching Quality management 52

Global Response

MARCH 27, 2024

Use post-call surveys to get direct feedback from customers about their experience. Incorporate role-playing exercises to help agents become comfortable with the revisions and simulate potential customer interactions. Use role-playing exercises to simulate various customer scenarios and practice script responses.

Scripts 62

Scripts Call Center Customer Service Coaching 62

Tethr

SEPTEMBER 17, 2021

The survey, by definition, is a limiting instrument. It’s expensive, it’s labor-intensive, and letting a machine do it instead allows you to redeploy your QA staff to do other things like coaching, process improvements, and internal projects. So, what’s the problem?

Analytics 74

Analytics Customer effort Coaching Education 74

Interaction Metrics

AUGUST 14, 2024

A survey by Forrester Consulting found that customers are most frustrated about: Different customer service agents giving different answers (41 pct) Customer service agents not knowing the answer (34 pct) Respondents being unable to find an answer on a website (31 pct) The good news is that this is preventable.

Consulting 62

Consulting Consulting Customer Service Surveys 62

JustCall

APRIL 4, 2023

The most common training methods used in call center inbound sales training are classroom instruction, role-playing exercises, computer-based training, and on-the-job training. They must also monitor their performance and provide feedback on a regular basis. <H2> Inbound Call Center Training – FAQs Q.

Call Center 52

Call Center Sales Inbound sales Upselling 52

NICE inContact

JUNE 20, 2017

This exercise promotes a culture of professional courtesy, and sends the message that each function respects the time and efforts of the other. Employees should be coached towards adhering to these SLAs, like they are for the external customer’s. Starting a post-call survey initiative in the contact center.

Contact Center 48

Contact Center Education Surveys Coaching 48

Taylor Reach Group

JANUARY 11, 2018

We all know intuitively that there is a relationship between hiring, training, coaching and systems and the resultant quality, however defined. This is not a straightforward exercise. Similarly, CCO initiatives to capture CSAT (via post-call surveys), NPS or FCR, tend to fall under a limited risk/reward model.

Contact Center 60

Contact Center outsourcing Calibration Abandon rate 60