Callminer

JULY 23, 2019

Providing feedback to agents in your call center is entirely needed to maintain and improve a quality facility. However, knowing how to deliver feedback can be tricky. Unfortunately, there are a number of pitfalls that can derail the process of delivering effective feedback.

Best practices 140

Best practices Feedback Call Center Coaching 140

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. No problem.

Coaching 339

Coaching Customer centricity Accountability Feedback 339

3CLogic

DECEMBER 17, 2024

With a generational shift where 52% of Gen Z and Millennials report they wouldnt purchase from an organization again if an issue cant be resolved by self-service, offering efficient, AI-powered self-service channels will be necessary to meet rising demands in 2025 and beyond.

Contact Center 98

Contact Center Self service Coaching Benchmark 98

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. Before going into a meeting with an employee, identify, and write down, what you want them to Know, Feel, and Do. Use what I call KFD.

Coaching 220

Coaching Accountability Feedback Personalization 220

ShepHyken

AUGUST 6, 2019

If you and your company don’t meet and exceed those expectations, you will lose customers to a company that does. About : Jeff Gothelf works as a coach, consultant, and keynote speaker. What should I do with customer feedback? Exemplary companies and technologies have universally raised customer expectations to a higher level.

Customer centricity 299

Customer centricity Coaching Consulting Consulting 299

Tethr

FEBRUARY 3, 2020

But in today’s bustling work environment, supervisors are struggling to find the time needed to effectively coach staff for continual performance improvement. Coaching is more important than ever before in today’s call center environment, as calls continue to increase in complexity. But are you really coaching?

Coaching 111

Coaching Management Calibration Feedback 111

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

Call Center Weekly

MARCH 1, 2018

One thing I have found to be true across most companies is this shocker: contact center team meetings suck! At the beginning of my contact center career I lived through some awful team meetings. I just couldn’t take it anymore and I started the journey to improve my team meetings. Your team meetings don’t have to suck!

Contact Center 136

Contact Center contact center associations Coaching Feedback 136

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. What I did is I began meeting weekly with my supervisors to calibrate. On August 9 th I am hosting a webinar, Quality Form Development & Coaching. That was a problem.

Calibration 238

Calibration Coaching Contact Center Call Center 238

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. This is where I fit into the project—I facilitated each meeting as a neutral party.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

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. 2) Then you must commit to addressing all issues that don’t meet your expectations. Prepare for Coaching Conversations. I hope you say yes.

Coaching 195

Coaching Accountability Feedback Personalization 195

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 115

Chatbots Engineering Enterprise Government 115

Toister Performance Solutions

NOVEMBER 14, 2024

Consider sharing it in a team meeting. Step 3: Schedule team meetings. You'll be meeting with your team once per week for four weeks. Each meeting should take 30 minutes. Pre-work Ask participants to complete two short assignments before the first meeting. How are employees expected to use what they learn?

Customer Service 92

Customer Service Coaching Best practices Contact Center 92

Toister Performance Solutions

MARCH 29, 2025

Consider sharing it in a team meeting. Step 3: Schedule team meetings. You'll be meeting with your team once per week for four weeks. Each meeting should take 30 minutes to allow time for discussion. Pre-work Ask participants to watch the videos listed below before the first meeting. Keep your announcement simple.

Management 82

Management Education Coaching Best practices 82

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

Beyond Philosophy

JANUARY 28, 2015

Expectations are important to meet (and ideally exceed), particularly when this is the person who decides if whether you stay or go at an organization. Request feedback. I tried to coach her on saying no in a positive way, but she couldn’t adjust her ways. What are the taboo subjects? How do people get on in the company?

Customer emotions 366

Customer emotions Customer centricity Consulting Consulting 366

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

Toister Performance Solutions

FEBRUARY 21, 2025

Consider sharing it in a team meeting. Step 3: Schedule team meetings. You'll be meeting with your team once per week for four weeks. Each meeting should take 30 minutes. Pre-work Ask participants to watch the videos listed below before the first meeting. How are employees expected to use what they learn?

Coaching 83

Coaching Best practices Feedback Customer Service 83

Myra Golden Media

JULY 16, 2019

Monitoring Sans Coaching. This seems obvious, but you’d be surprised to know how many companies take the time to rate customer service contacts – and then penalize employees for lousy performance without bothering to meet and discuss variances with employees. Expecting Coaches to Coach Without Training.

Calibration 153

Calibration Contact Center Coaching Construction 153

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

Master Multichannel Support (Phone, Email, Chat, Social Media) The best call outsourcing companies provide omnichannel support to meet customers where they are. Provide regular feedback and coaching to improve skills. 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

CX Global Media

MAY 24, 2018

Feedback : Known as one of the most underutilized tools in a leader’s kit, Adrianna’s focus was on individual team members. It was thrilling to get to meet her and see the wisdom she has obtained in her young contact center career. The post 8 Vital Lessons from an Award-winning Supervisor appeared first on Call Center Coach.

Contact Center 257

Contact Center industry standards Morale Call Center 257

CCNG

MARCH 4, 2021

The survey of managers and executives responsible for training revealed a mad rush to deploy technology, with 68% of respondents investing in better training delivery via virtual and collaboration meeting tools and 30% investing in better eLearning utilization.

CCNG 195

CCNG Contact Center Surveys Coaching 195

Myra Golden Media

JULY 15, 2019

Need some guidance on how to develop and execute a quality program that is robust, fair, and that your employees buy-in to – and one that doesn’t make your supervisors need to sip wine just to get through a coaching discussion with employees? Design Coaching Strategy. Design Coaching Strategy. I have help for you.

Calibration 153

Calibration Coaching Morale Feedback 153

The Northridge Group

AUGUST 19, 2020

Let’s say you have a secure process in place, your wait times are acceptable, and you’re meeting many industry standards. Organizations that have transitioned from good to great stay away from solely coaching to the numbers and instead put more focus on improving behaviors. Clear coaching for continued development of staff.

Contact Center 145

Contact Center Coaching Call Center First call resolution 145

Myra Golden Media

SEPTEMBER 8, 2017

Meet needs customers don’t even express. Give employees constructive feedback on their service interactions. Coach your employees always to be friendly and engaging. Provide quality assurance monitoring of all interactions, giving feedback to employees. Rest assured, I’ll do my best to help.”. Seek out customer contact.

Customer Experience 249

Customer Experience Construction Scripts Coaching 249

Playvox

JULY 12, 2022

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? For coaching to work, it has to be frequent, consistent, focused, and brief. Give them feedback on their own work.

Coaching 78

Coaching Contact Center Feedback CRM 78

TeleDirect

MARCH 20, 2025

Call auditing helps ensure that customer interactions meet established quality benchmarks while identifying areas for improvement. Why Call Auditing Matters for High QA Standards Call auditing is a systematic approach to evaluating and analyzing recorded calls to ensure that they meet quality standards and customer expectations.

Best practices 62

Best practices Calibration Average Handle Time First call resolution 62

CCNG

JULY 10, 2024

Introduction Contact Centers are transforming rapidly to meet the demands of a digital age. These tools offer post-call perks too, with personalized training modules and real-time feedback mechanisms that drive continuous improvement and accountability. But the benefits don’t stop there.

Contact Center 195

Contact Center Gamification Brand ambassadors CCNG 195

Calabrio

MARCH 25, 2025

This is where modern contact centers are turning to cutting-edge solutions, including AI, to deliver real-time performance tracking and more actionable coaching. Why it matters: Meeting service level targets ensures timely responses, impacting customer satisfaction and overall service quality.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

PeopleMetrics

FEBRUARY 25, 2025

Measuring the Prospect Experience: The AI Enhancement Our pioneering work in measuring prospect experience through post-meeting surveys remains vital, but AI has added new layers of insight. What Hasn't Changed (And Shouldn't) Despite AI's transformative impact, some fundamentals from our original research remain critical.

B2B 62

B2B B2C Sales Construction 62

Calabrio

MARCH 11, 2025

To meet expectations and really drive customer experience excellence at scale in 2025, contact centers need a clear-cut strategy to enhance their quality assurance processes. It’s about ensuring that every interaction not only meets but exceeds customer expectations, fostering loyalty and driving positive brand perception.

Best practices 52

Best practices Contact Center Chatbots Call Center 52

OctopusTech

JANUARY 20, 2025

For call centers, it means ensuring that the agents are meeting certain standards and providing a great experience to the customers. Quality Assurance (QA) is the act of ensuring that your services meet or exceed the standard of quality that you have set out for them. What is Call Center Quality Assurance?

Call Center 62

Call Center Scripts Benchmark Average Handle Time 62

Customer Service Life

OCTOBER 13, 2020

I recently wrote an article about a new quality process where I coached my team without showing them a score. So far it’s going great and the team has been receptive to the coaching. Ask members of your team to monitor your interactions and provide you with honest feedback. Image by Daniel Reche from Pixabay.

Accountability 185

Accountability Customer Service Coaching Contact Center 185

Call Design

FEBRUARY 19, 2025

Often responsibilities such as coaching, performance development and strategic initiatives are sidelined by administrative tasks. The Importance of Coaching in Contact Centres Effective coaching is essential for any teams growth and success. Traditional scheduling methods are time consuming and error prone.

Coaching 60

Coaching Average Handle Time Analytics Feedback 60

Callminer

MAY 11, 2020

Ongoing training and coaching are equally important to ensure that your employees are equipped with the skills and knowledge they need to do their jobs effectively. And, coaching sessions provide an ideal opportunity for managers to check in with their agents or employees to get their feedback on how things are going from their perspective.

Management 273

Management Customer Experience Customer Service Coaching 273

SharpenCX

SEPTEMBER 29, 2021

Direct the focus of your coaching, your 1:1 time, and your available resources to support agents where they struggle. If there are trends in testing that show many of your agents are weak in a particular area, use it as a chance to assess your internal processes and resources so you can meet the needs of the whole group.

Contact Center 137

Contact Center Coaching Employee engagement Call Center 137