CCNG

AUGUST 14, 2024

After about a year as a Project Manager at an outbound BPO in Oregon, I was promoted to Site Director for the company’s new Seattle location. It was also important that the agent could demonstrate an aptitude for coaching and improvement. The candidate was asked to read the script aloud as they would to a customer.

Scripts 195

Scripts Call Center CCNG Outbound sales 195

Hello Customer

DECEMBER 7, 2020

Let the customer be the coach. In times like these, it’s wise to weave coaching into your daily workflow. But if it's impossible to coach your customer service teams in real-life, how can you make sure they still feel supported? Customer feedback helps you out in several areas. Decrease your cost-per-call.

Coaching 75

Coaching Feedback Customer Service First call resolution 75

Myra Golden Media

JANUARY 16, 2019

One of the things I’m working on for you in 2019 is giving you tools to help you coach your employees and hold them accountable, so they’re positioned to deliver the best possible customer experience. Eliminate Your Fears and Doubts About Coaching. It’s time to get over your fears about coaching.

Coaching 199

Coaching Contact Center Accountability Feedback 199

CCNG

SEPTEMBER 27, 2023

DO MORE WITH LESS There is a difference between a knowledge base and knowledge management systems. A knowledge management system can be used with all agent channels and should have an AI component. The best knowledge management system should be built for contact center agents. It’s here to stay, and it will get better over time.

Management 195

Management Average Handle Time Self service First call resolution 195

Integrity Solutions

JULY 22, 2021

When your people feel understood and appreciated, they will be intensely loyal to the manager who has demonstrated care and interest in their development. When you hear the word “coach”, what comes to mind? We often associate “coach” with a sports analogy. Isn’t that what you want to do when coaching? They leave managers.

Coaching 103

Coaching Personalization Sales Transportation 103

Integrity Solutions

JUNE 14, 2021

Saying there’s no time for coaching or that someone has already reached their potential are just two of the prominent misconceptions around sales coaching. Whether in sports, in sales or in life, a great coach helps people reach their full potential. Sales Coaching Myths Debunked. Fact: Coaching benefits all performers.

Coaching 104

Coaching Sales Construction Management 104

Call Center Weekly

SEPTEMBER 28, 2017

By Celia Pagliughi Let us first define who coaches are and what coaching is. W ho is a coach? It is very simple; we are all coaches. When we walk into our call centers we are all coaches. W hat do coaches do? A good way to start the coaching relationship is to set up a team meeting and do a quick exercise.

Coaching 143

Coaching Feedback Contact Center Call Center 143

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

SharpenCX

JANUARY 23, 2020

Only one in four employees think that their managers deliver meaningful feedback, or that the feedback they get helps them work better. What’s worse, a slim 21% of employees think their performance is managed in a way that motivates them to do outstanding work. Employees whose managers involve them in setting goals are 3.6x

Coaching 98

Coaching Contact Center Benchmark Management 98

Expivia

MAY 15, 2021

Call center coaching is just like coaching a little league team. A talented kid will master swinging the bat on their own, but a coach can help them perfect the move. However, they need that extra coaching to truly become incredible agents. However, they need that extra coaching to truly become incredible agents.

Coaching 98

Coaching Call Center Average Handle Time Feedback 98

Playvox

JULY 12, 2022

You’re Katherine’s manager, and you’re concerned about her performance. It takes work on their part and on yours, but CSRs can learn to write better if you coach them properly, and if they take your coaching seriously. How Should You Coach to Improve CSRs’ Writing Skills? Now it’s time to check on her performance.

Coaching 78

Coaching Contact Center Feedback CRM 78

JustCall

JULY 29, 2021

It involves a continuous practice of coaching sales teams. In fact, sales coaching plays a role in raising a high-performing team of sales reps. Missed sales quotas can be a source of chagrin for managers. But statistics show that with sales coaching, sales teams are able to attain 91% attainment of sales quota.

Coaching 86

Coaching Sales Scripts Construction 86

Integrity Solutions

OCTOBER 26, 2021

With the stakes higher than ever, organizations recognize that coaching plays a critical role in engaging employees, reducing turnover and improving overall business performance. So why are most of their coaching efforts failing? For years coaching has been seen as a critical aspect of an employee retention strategy.

Coaching 77

Coaching Employee engagement Management Feedback 77

Playvox

MARCH 5, 2024

And behind the scenes, how do you ensure your quality management (QM) processes are keeping up? Let’s examine the role of AI in streamlining quality management processes to help modern contact centers rise to the ever-changing customer experience landscape. How do contact centers not only survive but thrive in this new era?

Quality management 78

Quality management Management Contact Center Coaching 78

Integrity Solutions

SEPTEMBER 2, 2022

It’s about being fed up with a lack of feedback, no sense of connection to the organization, and frustration with a lack of development opportunities. Nor will they put themselves through the wringer and sacrifice their health and well-being (mental and physical) to take up the slack for understaffed and poorly managed organizations.

Management 114

Management Coaching Employee engagement Surveys 114

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

JustCall

MARCH 9, 2023

Deploying the services of an artificial intelligence coach is a thing now. Organizations are using an AI call coach for sales reps looking to improve their job skills and enhance their training. In fact, middle-ranked agents are incrementally benefiting from an AI coach to improve their performance.

Coaching 52

Coaching Call Center Construction Best practices 52

Babelforce

NOVEMBER 3, 2021

Call center coaching is a quality management tool that offers agents feedback, examples, and performance assessments in order to improve their performance and wellbeing. It is important to differentiate between call center coaching and agents’ performance reviews. 4 Tips for successful call center coaching.

Coaching 52

Coaching Call Center Feedback Quality management 52

ShepHyken

APRIL 8, 2020

There are plenty of ways to get feedback. You can get objective and subjective feedback. I could go on and on about the different ways to measure your customer’s feedback. In addition to being a great speech coach, Patricia is also a dynamic keynote speaker. What a great way to do research and get feedback!

Coaching 314

Coaching Feedback Customer effort Surveys 314

JustCall

MARCH 22, 2022

It involves continuous efforts to coach and better sales teams. Sales coaching plays a key role in raising a high-performing team of sales representatives. Missed sales quotas can be a source of chagrin for managers. But statistics show that with excellent sales coaching, sales teams can attain 91% attainment of sales quota.

Coaching 52

Coaching Sales Scripts Construction 52

SharpenCX

OCTOBER 7, 2020

And it happens so frequently because not every business leader sees the contact center from the lens of the manager. Good managers know that the way to drive performance up and slim costs isn’t to trim budgets and topple more work on your agents. Use the daily performance data you collect to strengthen 1:1 coaching. What’s more?

Coaching 67

Coaching Metrics Management Call Center 67

Playvox

FEBRUARY 6, 2024

It’s often the continuous improvement or quality management (QM) piece where contact centers struggle. In an era of agent turnover, budget cuts, and fleeting customer loyalty, it’s useful to explore the evolution of quality management from its traditional, compliance-focused roots to a modern, customer-centric approach.

Quality management 83

Quality management Customer centricity Management Contact Center 83

JustCall

MAY 6, 2022

Even your best hiree needs constant training and feedback to get better. This is why data-driven sales coaching is so important. . As a sales manager or leader, a big part of your responsibility is to coach your reps and assist them in their growth. Now, of course, real-time sales coaching is far from easy.

Coaching 52

Coaching Sales Morale Feedback 52

SharpenCX

JUNE 2, 2021

And as a call center manager, you want your agents to stay far away from both. . In fact, 37% of companies lack time to collect and analyze their QA data, 31% struggle to have the time and resources to coach and train people to read the data, and 25% lack the necessary technology to do so. Easier said than done, right?

Coaching 67

Coaching Call Center Scripts Analytics 67

Etech

NOVEMBER 23, 2017

Coaching employees is important for continuity of an organization. Your leadership team needs to pass on the wisdom and knowledge they have gathered over the years to the upcoming managers. Are you taking time to coach the middle-level managers to be great leaders, maybe even better than you are? Start with Relationships.

Coaching 84

Coaching Feedback Personalization Management 84

Tethr

MAY 19, 2020

Building a coaching culture is a continuous and active process. Coaches must lead by example, provide timely feedback specific in language and tailored to the individual, while working to improve the agent’s ability to drive positive CX outcomes. Coaching is a lot more complicated than simply managing agent performance.

Coaching 90

Coaching Feedback Best practices Accountability 90

Fonolo

APRIL 15, 2020

Managers and business owners spend countless hours analyzing data and/or speaking with customers to be able to produce at least that: a script. It takes constant support and coaching to make sure that your customer service reps are staying on top of their duties while providing the best possible experience for the customers.

Coaching 91

Coaching Customer Service Scripts Morale 91

Tethr

JULY 22, 2020

Exceptional call center leaders use a coaching philosophy to manage their teams. When coaching a remote team, leaders must learn to help their agents maximize their performance by giving them the skills they need to become stronger learners. Better your coaching by sticking to best practices. Make next steps clear.

Coaching 77

Coaching Call Center At home agents Best practices 77

Fonolo

MARCH 28, 2023

Customer experience managers in the contact center have never mattered more. Excellent customer experience is a must and should never be overlooked. If you’re considering a career as a customer experience manager for a contact center, this blog post will guide you on how to get there. CX matters!

Customer Experience 81

Customer Experience Management Contact Center Call Center 81

JustCall

MARCH 13, 2023

For many sales managers, sales coaching techniques are either too difficult to execute or too complicated to achieve. But if executed strategically, they can turn out to be the difference between an average sales manager and a high-performing one. Here are 5 sales coaching techniques worth a try.

Coaching 40

Coaching Sales Feedback Metrics 40

SharpenCX

MAY 11, 2021

Every profession needs good coaching. Without great coaching, you don’t have a team. As a manager, it’s up to you to coach your individual agents into a team that helps customers. Each of your agents needs 1:1 coaching and each needs different care. The first step to coaching is to define your team’s goal.

Coaching 67

Coaching Call Center Customer Experience Feedback 67

delighted

DECEMBER 8, 2021

Put your Delighted customer experience program on autopilot with 6 new integrations, all geared towards automating key aspects of the experience management process. MaestroQA: Enrich agent coaching with real-time customer feedback. Planhat: Improve customer health with feedback. Head here to check out SupporTrends.

Feedback 77

Feedback Coaching Surveys Marketing 77

Playvox

FEBRUARY 16, 2024

Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey.

Quality management 75

Quality management Contact Center Management Best practices 75

JustCall

MARCH 13, 2023

A sales coaching plan is every sales manager’s best friend. What is a Sales Coaching Plan? Whether you want to coach newbies during the first call or coach customer service teams, driving personalized coaching and learning is important. What does your role as a sales coach look like?

Coaching 40

Coaching Sales Metrics Best practices 40

Playvox

FEBRUARY 20, 2024

However, managing remote teams effectively comes with its own set of challenges. While there are many benefits of remote teams, managing remote teams effectively comes with its own set of challenges. And, it’s forced companies to get creative in their management practices to figure out how to best manage remote teams.

Management 88

Management Gamification Calibration Quality management 88

Playvox

NOVEMBER 16, 2021

A Quality Management Solution with Muscle. It became clear that the company’s old quality management tool simply couldn’t keep pace with the company’s evolving business needs. Sweaty Betty turned to Playvox to quickly implement, launch, and scale its contact center quality management software. Empowerment.

Quality management 78

Quality management Management Coaching Contact Center 78