Vistio

FEBRUARY 24, 2025

Providing feedback is one of the most powerful tools for improving agent performance, but in high-pressure environments like contact centers, its not always easy to make that feedback meaningful. Generic coaching, delayed reviews, or feedback that lacks actionable steps often gets lost in the daily rush of customer interactions.

Feedback 52

Feedback Coaching Contact Center Personalization 52

CSM Magazine

MARCH 19, 2025

Coaching hasbecome a powerful resource for individuals hoping to grow in their leadership. This post considers how coaching can help people achievetheir leadership goals. What IsLeadership Coaching? Leadership coaching, as offered by Glenn Gow Coaching , is personalized according to the person and their goals.

Coaching 52

Coaching Engineering Personalization Feedback 52

Tethr

APRIL 24, 2024

Learn how to improve your call center coaching and give agents valuable feedback with these effective tips and real-life examples.

Coaching 88

Coaching Call Center Feedback 88

MiaRec

DECEMBER 23, 2024

If there is one thing I would have liked to have had in my role as a sales contact manager a few years ago, it would have been the ability to provide my agents with some personalized feedback after every call. They are the ones that, given the chance and good coaching, would improve their performance. but I digress.

Coaching 59

Coaching Contact Center Sales Feedback 59

ShepHyken

JULY 15, 2022

This week we feature an article by Michael Becker, founder of Abundance Accelerators , a growth agency for coaches. I’m in the coaching space so let me dive into what a 10x customer onboarding process may feel like. Michael Becker is the founder of the growth agency for coaches, Abundance Accelerators.

Coaching 342

Coaching Customer centricity Accountability Feedback 342

ShepHyken

NOVEMBER 20, 2020

By coaching to handle every situation amazingly well, you can improve reputation and get more sales/. A lack of regular feedback between employees and managers leads to a lack of motivation and subsequent deterioration of service quality. Consider these meetings to keep the feedback flowing: Weekly group meetings. Conclusion.

Customer Service 375

Customer Service Chatbots Education Feedback 375

3CLogic

DECEMBER 17, 2024

Investments in EX, including AI Coaching, real-time feedback, etc., AI Coaching empowers agents with in-the-moment feedback, encouraging and discouraging behaviors as they happen. Better training and feedback lead to more engaged and higher-performing employees, increasing overall employee satisfaction and retention.

Contact Center 98

Contact Center Self service Coaching Benchmark 98

Callminer

MAY 29, 2019

This will enable you to deliver automated performance feedback to agents and supervisors, and necessary insights to manage any quality assurance processes more efficiently. Improving coaching and training. Call recordings contain a huge amount of information that can be incredibly useful for coaching and training purposes.

Contact Center 223

Contact Center Coaching Analytics Call Center 223

Callminer

AUGUST 1, 2017

Make onboarding & ongoing coaching as stellar as possible. James Pollard is a marketing consultant who works specifically with financial advisors over at The Advisor Coach. They don’t do anything else except maybe monitor a few calls and give some feedback. Continuous coaching and training helps mitigate this risk.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

ShepHyken

AUGUST 6, 2019

About : Jeff Gothelf works as a coach, consultant, and keynote speaker. What should I do with customer feedback? He founded Sense & Respond Press and co-authored the books Lean UX and Sense & Respond. This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more: What is sense and respond?

Customer centricity 300

Customer centricity Coaching Consulting Consulting 300

Myra Golden Media

JANUARY 15, 2019

One of the things I’m working on for 2019 is giving you tools to help you coach your employees and hold them accountable so that they are positioned to deliver the best possible customer experience. I have an online course I’ve arranged for you take and I will meet with you once a week for the next 4 weeks to provide feedback and coaching.

Coaching 220

Coaching Accountability Feedback Personalization 220

CCNG

AUGUST 14, 2024

It was also important that the agent could demonstrate an aptitude for coaching and improvement. Feedback was provided to the candidate about their “phone voice” (usually slow down, speak up, over-pronounce, sound upbeat, etc.). It was essential to identify candidates who could adapt and enhance their delivery based on feedback.

Scripts 195

Scripts Call Center CCNG Outbound sales 195

Calabrio

FEBRUARY 24, 2025

This is no ordinary recognitionless than 1% of companies earn a spot on this list, and its all thanks to the incredible feedback and support from our customers Why This Award Matters G2 is the world’s largest and most trusted software marketplace. A Huge Thank You to Our Customers!

Customer Service 95

Customer Service Analytics Contact Center Coaching 95

Toister Performance Solutions

OCTOBER 10, 2024

Employees learn more from coaching, feedback, and mentorship than they do from content delivered in a formal program. You can also develop your training skills through volunteering with a nonprofit organization in your community.

Customer Service 102

Customer Service Coaching Feedback Personalization 102

CX Global Media

FEBRUARY 28, 2019

Here is an edited transcript of my interview with Al Cook: Jim Rembach: Hey, this is Jim from the Fast Leader Show and Call Center Coach and I’m here with Al Cook of Twilio. How do we surface what they need to be focusing on to help coach their team, to help quality manage their team? Al, how do you help folks get over the hump?

Contact Center 250

Contact Center Coaching Call Center Technology 250

Myra Golden Media

JANUARY 1, 2019

Are you coaching and holding employees accountable? If you want to see change, you have to set expectations, have coaching conversations, and be willing to deal out consequences. 3) You have to prepare in advance for coaching conversations, so you’re focused and confident. Prepare for Coaching Conversations.

Coaching 195

Coaching Accountability Feedback Personalization 195

CX Accelerator

JUNE 8, 2020

As he points out, “The customer isn’t actually using their voice to provide feedback.” Motteram also suggests setting up a customer advisory board where you “Invite a representative cross-section of your customers into a room on a periodic basis to provide feedback on things like company people, processes, and product.”.

Surveys 345

Surveys Contact Center Consulting Consulting 345

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

The Northridge Group

AUGUST 6, 2020

Once believed to be a hard-wired trait, empathy is truly a skill that can be learned and coached to. Over time, through call center coaching and role-playing, empathy becomes second nature to agents and makes interactions seem more conversational vs. transactional to customers.

Customer Experience 166

Customer Experience Coaching Call Center Government 166

Myra Golden Media

JULY 12, 2019

This means you must take care to be fair and to be perceived as fair, particularly when it comes to performance feedback. On August 9 th I am hosting a webinar, Quality Form Development & Coaching. You, no doubt, have employees who notice the little (or big) things just like my son.

Calibration 238

Calibration Coaching Contact Center Call Center 238

CCNG

MAY 11, 2021

A recent CCNG panel webinar, Why Performance-Based Training Requires Automation , featuring Mike Roberts, Technology Leader for Learning at Citibank, who adopted simulations to automate role play and coaching exercises in 2020 and Trey Fischer, an industry-leading consultant, discussed today’s impact of automation on performance-based training.

CCNG 195

CCNG Coaching Contact Center Employee engagement 195

Beyond Philosophy

JANUARY 28, 2015

Request feedback. I tried to coach her on saying no in a positive way, but she couldn’t adjust her ways. Get in the game and show you are willing to pull your weight. Do things to help your colleagues; don’t try and score points off them. Remember no one likes a smart arse! Save the wisecracks for your blog.

Customer emotions 366

Customer emotions Customer centricity Consulting Consulting 366

AWS Machine Learning

NOVEMBER 15, 2024

QnABot is a multilanguage, multichannel conversational interface (chatbot) that responds to customers’ questions, answers, and feedback. Usability and continual improvement were top priorities, and Principal enhanced the standard user feedback from QnABot to gain input from end-users on answer accuracy, outdated content, and relevance.

Chatbots 114

Chatbots Engineering Enterprise Government 114

Calabrio

FEBRUARY 26, 2025

Inefficient feedback mechanisms make employees feel unheard and disconnected from company goals. These challenges create a negative feedback loop : disengaged employees provide lower-quality service, leading to dissatisfied customers, which increases stress for employees, further driving attrition.

Coaching 64

Coaching Gamification Employee engagement Morale 64

Myra Golden Media

JANUARY 8, 2018

So, last night I had the idea to coach my son using the same three-step method I tell my clients to use when they have to help an employee through a problem or to give someone constructive feedback. You can use Know, Feel, Do to coach employees on a process, attitude problem or any performance issue. My gift to you! It’s a fact.

Construction 189

Construction Coaching Feedback Contact Center 189

Myra Golden Media

JULY 2, 2019

I thought you would appreciate the feedback Thank you. In regards to your eLearning course, your coaching has immensely helped me with a few difficult calls these past three weeks. I was able to move him to his left brain by asking the color of his 3 favorite characters and he immediately calmed down and cuddled in bed with me.

Coaching 264

Coaching Feedback Customer Support Management 264

Myra Golden Media

APRIL 1, 2019

You have a responsibility to train employees, coach, and give feedback. If you don’t label and instead jump right into disciplinary action, you’re going to get resistance, so label as a way to invite dialogue and honest communication. Put the Responsibility for Improvement On the Employee. ” 3.

Morale 276

Morale Coaching Feedback Management 276

Callminer

APRIL 24, 2020

Quality monitoring software , such as speech analytics , automatically monitor and score 100% of calls, helping managers deliver objective feedback and improve agent performance. In addition to call monitoring and scoring, managers and supervisors should also make it a point to schedule in time for targeted coaching sessions with agents.

Best practices 182

Best practices Call Center Coaching Schedule adherence 182

TeleDirect

FEBRUARY 3, 2025

Provide regular feedback and coaching to improve skills. Gather Customer Feedback and Implement Improvements Customer feedback is essential for improving call center operations and customer satisfaction. Listening to customer feedback allows businesses to fine-tune services and stay ahead of competitors.

Call Center 62

Call Center Customer Service First call resolution outsourcing 62

Fonolo

JANUARY 21, 2021

Surveying your agents and gaining qualitative feedback can help you identify gaps in your operational processes, especially when compared with quantitative data. Offer coaching sessions. Give constructive feedback. That’s why constructive feedback is critical to your team’s development.

Call Center 176

Call Center Construction Average Handle Time First call resolution 176

ShepHyken

JUNE 29, 2018

Creating a mentorship program which provides staff with one-to-one coaching to improve their skills. Customer Feedback. Looking at feedback from customers – especially existing ones – is the greatest way of finding the underlying problems.

Customer Service 206

Customer Service Feedback Coaching Management 206

Balto

MARCH 28, 2025

Coaching, QA, and compliance reimagined When we talk about the back office, were talking about the tasks that are essential but time-consuming. The prep work for coaching, the call scoring, the compliance work. When you automate the back-office grunt work, you: Free supervisors to actually coach. No more random sampling.

Coaching 52

Coaching Contact Center Feedback Sales 52

ShepHyken

OCTOBER 4, 2022

During a soccer game, players don’t ask permission from their coach before making a move. Customer service representatives must have the tools they need, from knowledge bases, coaching, and training to make empowered decisions on how to best serve the customer. How can customer feedback benefit a business?

Brand ambassadors 166

Brand ambassadors B2C Coaching B2B 166

CCNG

SEPTEMBER 17, 2020

The People area includes things such as how your hire your team members, train them, and coach them. The Process area includes things like creating a complete customer feedback loop, case management tools and steps, and having a robust service recovery process.

CCNG 195

CCNG Coaching CRM Accountability 195

ShepHyken

FEBRUARY 22, 2022

” About: Stephanie Coradin is the founder of DEMBO Inc , she has over 18 years of experience in providing leadership and development training, and life coaching to individuals and groups from varied industries. That makes a world of a difference.” Stephanie is an advocate of employee empowerment and dynamic leadership.

Coaching 316

Coaching Personalization Customer Service Management 316

CCNG

JULY 10, 2024

These tools offer post-call perks too, with personalized training modules and real-time feedback mechanisms that drive continuous improvement and accountability. Supervisor Copilot: Empowered Coaching In today’s dynamic contact center landscape, Supervisor Copilot tools emerge as invaluable allies for team leaders.

Contact Center 195

Contact Center Gamification Brand ambassadors CCNG 195