TechSee

JUNE 4, 2019

Traditionally, contact centers have trained new agents using one-on-one coaching or classroom-style role-playing, where the focus is on imparting knowledge and customer service etiquette. Whisper coaching. Socially acceptable collaboration. It’s the virtual water cooler. Real-time self-monitoring.

Call Center 117

Call Center Technology Gamification Coaching 117

CSM Magazine

MAY 13, 2024

How Coach Support Helps Achieve Service Goals Guiding agents through learning both the why behind their objectives and mastering ways to reach these aims turns potential into performance. Here are several ways in which targeted coaching can connect directly to enhanced SLA fulfillment: 1.

Service level 52

Service level Coaching Metrics Feedback 52

BlueOcean

OCTOBER 4, 2021

Once upon a time, we could count the number of subscriptions we had on one hand (the newspaper, a magazine or two, and that trusty gym membership). These days, we’ve lost count (Netflix, Amazon Prime, Spotify, Stitch Fix, Costco, Blue Apron, Hulu, BarkBox, plus the usual magazines, gym memberships, and more). Providing Agent Feedback.

Customer Experience 77

Customer Experience Coaching B2C Customer Care 77

CSM Magazine

DECEMBER 5, 2024

The bot utilizes proprietary AI models to provide immediate feedback on customer experience, agent satisfaction, and emotional connections between customers and agents. The Verint CX/EX Scoring Bot delivers a unique approach to measuring the human experience,” says Josh Feast, Verints general manager, AI-powered Real-time Coaching.

Contact Center 52

Contact Center Coaching Enterprise Surveys 52

CSM Magazine

MARCH 28, 2025

Consider creating a Wins Journal where you document positive achievements and feedback. Talk About It Discussing your feelings of imposter syndrome with a trusted peer, mentor, or coach can provide relief and perspective. Instead, practice accepting positive feedback graciously. Don’t be afraid to take advantage of these.

Customer Service 52

Customer Service Management Morale Feedback 52

CSM Magazine

MARCH 27, 2025

Collect Feedback from the Frontline Ask your agents and supervisors where they experience bottlenecks. Use call recordings and performance reviews to identify areas where team members need additional coaching. Monitor Agent Workflows Shadow your agents to understand how they handle calls, emails, and chat interactions.

Contact Center 52

Contact Center Interactive Voice Response Average Handle Time Wait times 52

Callminer

FEBRUARY 21, 2018

This has proven to be a popular feature based on customer feedback, but many call center softwares don’t offer this as a standard feature. Call monitoring software provides the ability to review recorded calls, complete preloaded forms and provide performance feedback to agents, along with key reports and metrics. Peter Abah.

call center software 210

call center software Call Center Contact Center Interactive Voice Response 210

CSM Magazine

DECEMBER 3, 2024

SurveyMonkey for Zendesk: Gather Feedback Effortlessly Customer feedback is invaluable for improving your support. Playvox integrates directly with Zendesk to provide tools for quality assurance, performance monitoring, and agent coaching. With its detailed analytics, you’ll always know where to improve.

Customer Experience 52

Customer Experience Technical Support Coaching Sales 52

CSM Magazine

DECEMBER 8, 2021

Headquartered in Silicon Valley, Zenarate’s AI Coach is supporting the world’s largest brands to deliver 30-60% KPI lift. Zenarate’s AI Coach simulates any customer engagement scenario immersing customer-facing team members in real-life conversations while providing real-time coaching. About Zenarate.

Coaching 52

Coaching Contact Center Healthcare Scripts 52

CSM Magazine

MAY 22, 2024

.” The report sheds light on the latest developments in Contact Center Workforce Optimization (WFO), Workforce Engagement Management (WEM) and how Zenarate AI Coach is uniquely designed to support these vital strategic initiatives.

Coaching 52

Coaching Contact Center contact center workforce Gamification 52

BlueOcean

OCTOBER 4, 2021

Once upon a time, we could count the number of subscriptions we had on one hand (the newspaper, a magazine or two, and that trusty gym membership). These days, we’ve lost count (Netflix, Amazon Prime, Spotify, Stitch Fix, Costco, Blue Apron, Hulu, BarkBox, plus the usual magazines, gym memberships, and more). Providing Agent Feedback.

Customer Experience 62

Customer Experience Coaching B2C Customer Care 62

CSM Magazine

FEBRUARY 1, 2022

Calabrio, the customer experience intelligence company, today announced its new coaching solution for agent performance management, Calabrio Performance Coaching. Identifying individual or team skill gaps allows leaders to better offer coaching and support to agents that need it.

Coaching 52

Coaching Gamification Customer Service Quality management 52

Amity

JANUARY 11, 2018

We have a Product Coach Team, a Tier 2 Support Team, and a Support Team. Then, we noticed that product coaching impacted our abandon rate greatly. We decided to dedicate 2 people to full-time product coaching. Our customers now hold us more accountable than ever, so we get more feature requests and more feedback on the product.

Abandon rate 94

Abandon rate Coaching Feedback Metrics 94

CSM Magazine

MAY 16, 2024

Customer Psychology Coaching Understanding the psychology behind customer behaviors can equip team leaders with the insights to address customer needs proactively and personalize the support experience. Coaching or courses in customer psychology can be surprisingly beneficial.

Customer Support 52

Customer Support Coaching Construction CRM 52

CSM Magazine

APRIL 22, 2025

Regular feedback loops are a best practice you should look for if you a choosing the right outsourcing vendors. A gentle coaching in the Agile work also aimed at bridging the cultural differences, global teams communication gaps, and monitoring team morale.

Morale 52

Morale Best practices Engineering outsourcing 52

CSM Magazine

JULY 25, 2019

To significantly improve team performance, coaching offers a new role for today’s managers. Good coaching requires day to day engagement with employees to give assistance as needed. They argue that, “a management paradigm based on coaching can readily out-perform a management paradigm based on control.”

Coaching 40

Coaching Feedback Education Management 40

Amity

OCTOBER 31, 2016

Almost immediately, we started to scale the team to enable us to be more proactive to ensure we were able to do all the things that Customer Success does best: onboarding, coaching, renewals, upsell, support, and services. We made the decision to split the team into onboarding, coaching, support, and eventually, to add a services component.

Coaching 0

Coaching Upselling Engineering Marketing 0

CSM Magazine

MARCH 10, 2025

Regular refresher courses, integration into onboarding processes, coaching sessions, and feedback loops help maintain consistency over time. Respond to Negative Feedback Thoughtfully: Even in difficult communications, use your brands tone guide to maintain composure and professionalism.

Customer Experience 52

Customer Experience Engineering Coaching Feedback 52

Callminer

SEPTEMBER 5, 2017

But when the whole month has a lot of calls which were of all different types, the quality report – which can identify potential gaps and required agent coaching or training – may be delayed by many days. In the mean time, she also loves writing articles in various inspiring categories for popular websites, forums, and e-magazines.

Call Center 140

Call Center call center software outsourcing Coaching 140

CSM Magazine

AUGUST 15, 2022

With the pendulum swinging back to the human-led conversation, AI is increasingly top of mind for employees, trainers, and coaches to improve training effectiveness and certify employees to deliver superior customer conversations and experiences. The pendulum is finally swinging back from hyper-automation to human-led conversation.”.

Customer Service 93

Customer Service Coaching Best practices Contact Center 93

CSM Magazine

FEBRUARY 6, 2025

Provide regular feedback emphasizing employee strengths. Offer training programs , coaching sessions, or mentorships to help employees sharpen skills and advance in their careers. Foster a Supportive Work Environment Many employees resort to quiet quitting when they feel undervalued or overburdened.

Customer Service 52

Customer Service Morale Coaching Surveys 52

Netomi

JANUARY 5, 2022

A Renaissance Golf Resort, MI, recognized as one of the World’s Best Hotels by Travel+Leisure magazine. A former CEO group leader, and executive coach with the world’s largest chief executive organization, David has worked with thousands of CEOs and business leaders on their business brand, customer experience, and competitive advantages.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

CSM Magazine

JANUARY 2, 2025

Ongoing Feedback : Provide agents with direct feedback on their interactions. Blend initial sessions with ongoing coaching to keep empathy top of mind. By using customer feedback and tracking specific metrics, you can see just how empathy shapes the customer experience and drives your teams success.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

Fonolo

JANUARY 14, 2020

He’s been featured in The Economist, Computerworld, BizTech Magazine, alongside many others, where he focuses on exploring the connection between customer services and technology. Nice Reply is a nifty little feedback gathering software with a fun, interesting, and beautifully-designed blog. Kate Nasser. Nice Reply.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

CSM Magazine

JANUARY 2, 2025

Ongoing Feedback : Provide agents with direct feedback on their interactions. Blend initial sessions with ongoing coaching to keep empathy top of mind. By using customer feedback and tracking specific metrics, you can see just how empathy shapes the customer experience and drives your teams success.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

Customer Guru

APRIL 10, 2018

Continuing with our initiative of sharing experiences of top-notch CX experts, we have another gem of an interview with Mr. Gangadhar Krishna, an independent author, coach, trainer and consultant in customer service and excellence. This article is framed in a question-answer format; please feel free to share your feedback on the article too.

Consulting 110

Consulting Consulting Customer Service Customer centricity 110

Outsource Consultants

FEBRUARY 27, 2025

Training Magazine Network provides a platform for social learning and networking among global learning professionals. Many centers now conduct real-time call monitoring, allowing supervisors to provide immediate feedback to agents. Many centers use post-call IVR surveys to gather immediate feedback.

Call Center 67

Call Center First call resolution Average Handle Time outsourcing 67

CSM Magazine

DECEMBER 11, 2023

This can be achieved by rolling out training and development programs, offering coaching and mentoring, and providing opportunities for job shadowing and cross-functional experience. Regular feedback and performance evaluations can also help agents understand their strengths and weaknesses and align them with their career goals.

Contact Center 52

Contact Center Coaching Analytics Call Center 52

CSM Magazine

MAY 17, 2021

Why invest in coaching agents? CSAT (customer satisfaction) and CLV (customer lifetime value) are important metrics for contact centers, and directly correlate to investment in agent coaching. Coaching agents to perform better therefore has a knock-on effect to reducing customer effort, and that improves their overall experience.

Customer Experience 59

Customer Experience Coaching Contact Center Average Handle Time 59

CSM Magazine

AUGUST 31, 2023

Provide training and coaching: Regular training and coaching can help agents improve their skills and knowledge, which can help them handle calls more efficiently. Use customer feedback: Use customer feedback to improve the customer experience and tailor your approach to better meet their needs.

Call Center 52

Call Center Customer Experience Upselling Scripts 52

Callminer

MARCH 6, 2020

While technology such as automated scorecards , speech analytics , and other tools enable managers to monitor agent performance objectively, customer service managers must be highly organized and have the ability to provide constructive feedback to motivate their teams to achieve continuous improvement. Zakiyah Toor is a Freelance Writer.

Management 207

Management Customer Service Consulting Consulting 207

CSM Magazine

JUNE 10, 2021

If contact centres can raise their profile and share this feedback with the relevant department – who then fix the issue – the entire organisation wins. The product design team tweaking their models, marketing making changes to their campaigns and logistics altering their delivery practices, all based on customer feedback.

Gamification 105

Gamification Brand ambassadors Analytics Enterprise 105

CSM Magazine

JUNE 25, 2019

The integrated solution allows businesses using Amazon Connect to measure the customer experience through an advanced, post-interaction survey—making it easy to gain customer feedback on each interaction. The Post-Call Survey application offers a simple, self-serve survey interface that makes building and deploying new surveys quick and easy.

Contact Center 40

Contact Center Feedback contact center solutions Enterprise 40

CSM Magazine

FEBRUARY 18, 2020

Some recent research by Customer Experience Magazine indicated that 80 percent of Brits are having to contact call centres during their working hours. Online marketplaces like eBay could tap into the knowledge of their power sellers to help retain new eBay sellers through personal coaching and guidance.

Customer Service 59

Customer Service Technical Support outsourcing Coaching 59

CSM Magazine

MAY 26, 2020

By getting employees involved early on in any change initiative, gaining their perspectives and feedback, and empowering them to shape the change, gives them skin in the game. Not caring about things you don’t own is simply human nature.

Customer centricity 92

Customer centricity Coaching Consulting Consulting 92

CSM Magazine

MAY 2, 2024

Zenarate, a leading SaaS provider of AI-powered skill-based learning and development for customer-facing agents, today announced the next generation of their personalized AI Coach platform. ” Hundreds of global enterprises trust Zenarate AI Coach to develop confident, top-performing customer-facing teams. .

Gamification 52

Gamification Coaching Scripts SaaS 52

CSM Magazine

JULY 3, 2017

Your agents want: coaching that actually improves their performance. Secondly, leading performance management systems will include automated coaching workflows and coaching tools that are tied to the organization’s specific key performance indicators, helping managers provide the most targeted and effective coaching possible.

Customer Service 44

Customer Service Coaching Gamification Sales 44