Contact Center Pipeline

DECEMBER 12, 2018

Customer experience, employee engagement and sales results are driven by effective coaching. Coaching helps develop your agents’ skills. However, coaching needs to be done on a consistent basis. You wouldn’t exercise just once in a lifetime and say that you were done. The same is true […].

Coaching 113

Coaching Morale Employee engagement Sales 113

CX Accelerator

DECEMBER 31, 2018

Other Actions: Coach your leaders to use the leadership behaviors you'd like to see, taking care to model how you want them to coach their direct reports.Ask your leaders to emulate the service vision when working with employees. From Jeremy Hyde: How do your leaders calibrate on what they “coach” on and how/when they approach it?

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

ChurnZero

AUGUST 24, 2023

Add to it the leadership responsibilities of a first-time manager, and work suddenly can feel overwhelming. Ryan Johansen experienced this firsthand years ago as a first-time manager. Watch the webinar in full here, and read Ryan’s lessons for first-time leaders below. I felt like such a failure, he said.

Time management 52

Time management Management Coaching Education 52

Totango

OCTOBER 20, 2022

Below we’ve compiled a list of 13 of the most important customer success skills to look for in a CS manager. 13 Important Customer Success Manager Skills: Top traits to look for in a customer success manager include: Empathy. Relationship management. Coaching and training. Time management.

Management 94

Management Upselling Coaching Best practices 94

ChurnZero

MAY 15, 2024

In fact, according to CSMs, less than half of managers are good at the following aspects of leading a results-driven CS team. 45%) Coaching and mentoring our team. (43%) This means that more team leaders are first-time managers promoted from CSM roles. And yet… don’t deprioritize your managers’ interpersonal skills. “If

Chief Customer Officer 52

Chief Customer Officer Coaching Surveys Best practices 52

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.

Sales 43

Sales Coaching Management Morale 43

Taylor Reach Group

AUGUST 23, 2017

Login time. Available time. Busy/Not ready time. Talk time. Warp time. Hold time. Status states (lunch, break, coaching, training, etc.). Average talk time. Average hold time. Average handle time. These weaker performers are prime candidates for additional training and coaching.

Metrics 66

Metrics Contact Center Schedule adherence Coaching 66