Callminer

MAY 11, 2020

When employees exhibit disgruntled behavior, it’s concerning for managers. Not only are managers concerned for their employee’s well-being and happiness, but disgruntled employees can contribute to a stressful working environment for the whole team. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh.

Management 273

Management Customer Experience Customer Service Coaching 273

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.

Customer Service 388

Customer Service Chatbots Education Feedback 388

Callminer

MAY 29, 2019

However, traditional quality assurance (QA) processes , some in the form of manual checklists, only manage to use about 1-2% of agents’ monthly calls for that purpose. This will enable you to deliver automated performance feedback to agents and supervisors, and necessary insights to manage any quality assurance processes more efficiently.

Contact Center 223

Contact Center Coaching Analytics Call Center 223

ShepHyken

AUGUST 6, 2019

Leaders need to start managing product teams differently, putting the focus on the customer rather than on products and deadlines. About : Jeff Gothelf works as a coach, consultant, and keynote speaker. What should I do with customer feedback? How can I make my company stand out? How can I deliver the best customer experience?

Customer centricity 303

Customer centricity Coaching Consulting Consulting 303

Callminer

APRIL 21, 2020

The role of a call center manager is complex and challenging. Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more.

Call Center 182

Call Center Management Scripts Coaching 182

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

Beyond Philosophy

JANUARY 28, 2015

Request feedback. Be sure to ask your manager how you are doing and what you can improve at each month’s end. I tried to coach her on saying no in a positive way, but she couldn’t adjust her ways. Ask your manager how long your lunch break is. Get in the game and show you are willing to pull your weight.

Customer emotions 366

Customer emotions Customer centricity Consulting Consulting 366

CX Accelerator

JUNE 8, 2020

These could be strategic calls to key customers to ask them about their experience. ,, Murphy Fraser , Client Success Manager at Skillshare, also recommends investigating customer activity on your website as a means of “interviewing” them. As he points out, “The customer isn’t actually using their voice to provide feedback.”

Surveys 345

Surveys Contact Center Consulting Consulting 345

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

Integrity Solutions

JULY 7, 2022

Sales coaches can develop the game plan and provide guidance and encouragement, but the team has to make the plays and sharpen their own skills and abilities. In sports, great coaches are nothing without their players, and even the best team will struggle without its leader. Effective Sales Coaching: It Takes Two.

Coaching 18

Coaching Sales Personalization Accountability 18

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

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Meet Our Panel of HR Professionals & Hiring Managers: · Maksym Babych. Pratibha Vuppuluri. Alexander M.

Management 207

Management Customer Service Consulting Consulting 207

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

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

APRIL 1, 2019

You have a responsibility to train employees, coach, and give feedback. Join Me for My New “Managing to Eliminate Unacceptable Employee Performance or Behavior” Live Webinar! Tolerating unacceptable behavior drains morale, frustrates management and can negatively impact the customer experience. ” 3. .”

Morale 276

Morale Coaching Feedback Management 276

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. I remember managing a contact center and having an employee say to me , “Tammy does the exact same thing, yet the supervisor doesn’t take off points for her.

Calibration 238

Calibration Coaching Contact Center Call Center 238

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

ShepHyken

JUNE 29, 2018

Business Management System. To provide excellent customer service, you need to decide on an effective management system which keeps your business efficient. For instance, a building maintenance company who deal with customers daily, either online or face-to-face, may find it beneficial to invest in field management software.

Customer Service 206

Customer Service Feedback Coaching Management 206

ShepHyken

FEBRUARY 9, 2018

Some key sales technology to consider are: Customer Relationship Management (CRM) software – this allows you to track and manage your customers as they move through the sales funnel. Ask for feedback. Train your sales team using the right technology. Your advocates won’t take action unless you engage them.

Customer Service 420

Customer Service Morale Sales Coaching 420

ProProfs Blog

MAY 6, 2020

Though there is nothing wrong with the rise in the popularity of remote working, managing remote teams makes the job of a manager challenging. But then again, is managing remote teams similar across various departments? What makes managing a remote customer service team so daunting? How Do You Motivate a Remote Team?

Management 162

Management Customer Service Best practices Entertainment 162

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. It’s a fact.

Construction 189

Construction Coaching Feedback Contact Center 189

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

Callminer

APRIL 24, 2020

Following the agent interview and selection process, managers should be keyed into how best to facilitate ongoing agent support, growth, and training. Quality monitoring software , such as speech analytics , automatically monitor and score 100% of calls, helping managers deliver objective feedback and improve agent performance.

Best practices 182

Best practices Call Center Coaching Schedule adherence 182

Myra Golden Media

JULY 2, 2019

I thought you would appreciate the feedback Thank you. All you need to know about what to say when a customer asks for a manager. In regards to your eLearning course, your coaching has immensely helped me with a few difficult calls these past three weeks. Anna Hoang, Customer Support Specialist I, Vertafore.

Coaching 264

Coaching Feedback Customer Support Management 264

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Meet Our Panel of HR Professionals & Hiring Managers: · Maksym Babych. Pratibha Vuppuluri. Alexander M.

Management 182

Management Customer Service Consulting Consulting 182

ShepHyken

FEBRUARY 22, 2022

They are afraid they will get punished if they do something wrong or if they say something that may be viewed as negative toward their manager. ” We have a cultural problem where employees are afraid to speak up. We have to put them at ease so they know it is okay to speak up. That makes a world of a difference.”

Coaching 325

Coaching Personalization Customer Service Management 325

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

Callminer

APRIL 10, 2019

We’re delighted that CallMiner has been named by Call Centre Helper as one of the Top 10 providers of Contact Centre Software and Technology for the third year running with Eureka Coach. Eureka Coach enables contact centres to build an agent culture that underpins an excellent customer experience, improved compliance and reduced risk.

Technology 28

Technology Coaching Analytics Feedback 28

Call Center Weekly

FEBRUARY 1, 2018

Take their advice, solicit their feedback, and include them in your decision making process. They became disconnected from the team, and mistrust of the manager soon set in. This was a very intelligent employee, who had a lot to offer, but was not receiving the personalized leadership and coaching by the team manager.

Coaching 174

Coaching Finance Feedback Personalization 174

Steve DiGioia

OCTOBER 8, 2015

They exemplified leadership qualities that made me want to emulate and become a manager one day. At Amazon.com every new manager spends time in their call center to understand their customers and employees. Provide On-going Coaching. Successful leaders take the time to mentor and coach customer service every day.

Customer Service 222

Customer Service Coaching Employee engagement Call Center 222

CX Global Media

MAY 24, 2018

What I heard was: Humility : She thanked her team, her company ( BuildASign.com ), and managers. Feedback : Known as one of the most underutilized tools in a leader’s kit, Adrianna’s focus was on individual team members. She focused on their needs by asking how she could be a better manager for them.

Contact Center 257

Contact Center industry standards Morale Call Center 257

CX Global Media

AUGUST 27, 2018

While sharing his story of a lesson learned on the Fast Leader Show , Chris Lah Senior Director at Cincinnati Children’s Hospital Medical Center and Advisory Board Member for Call Center Coach said something that has resonated with me in a lot of ways. So, to them, it was all about managing the numbers.

Contact Center 174

Contact Center Surveys Coaching Call Center 174

ShepHyken

APRIL 3, 2018

The manager – He or she is given access to the best experts in his or her given field. The manager is not bound by one location to find the best team members. Knowledge management. Regular feedback. About: Peter Ivanov is an internationally sought-after keynote speaker, business consultant, executive coach, and author.

Coaching 198

Coaching Consulting Consulting Metrics 198

Myra Golden Media

JULY 16, 2019

Monitoring Sans Coaching. Employees expect and deserve feedback and guidance on their performance. Calibration keeps everyone who monitors and coaches consistent and fair. This consistency gives the quality management team credibility, and it saves everybody lots of middle of the forehead aches. Skipping Calibration.

Calibration 153

Calibration Contact Center Coaching Construction 153