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

3CLogic

DECEMBER 17, 2024

Rapid technological advancements have affected customer expectations, with 73% demanding better personalization and 81% faster service. resulting in better, faster, more personalized experiences. Investments in EX, including AI Coaching, real-time feedback, etc., The contact center industry is constantly evolving.

Contact Center 98

Contact Center Self service Coaching Benchmark 98

ROI CX Solutions

MAY 1, 2025

Improve customer satisfaction, agent performance, and operational efficiency by identifying frustration triggers, tracking sentiment trends, and guiding real-time coaching. Sentiment analysis is the real-time capture and understanding of customer feedback tracked in phone calls, text messages, emails, chats, and social media engagements.

Call Center 93

Call Center Coaching Contact Center Customer Care 93

ROI CX Solutions

APRIL 24, 2025

From improving call efficiency to supporting new agent onboarding and offering personalized, clear interactions, well-crafted scripts are essential tools for delivering top-tier service in modern contact centers. Regular script updates and personalization are crucial. Why are call center scripts critical for agent productivity?

Scripts 92

Scripts Call Center Upselling Feedback 92

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

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 need someone in this position who will speak with friendliness and warmth, and I hope that person is you.

Coaching 220

Coaching Accountability Feedback Personalization 220

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 would argue you should never be this person whether it’s your first 90 days or not! I had to fire a person whose default was “Yes!” Find the balance.

Customer emotions 366

Customer emotions Customer centricity Consulting Consulting 366

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

Toister Performance Solutions

OCTOBER 10, 2024

Employees learn more from coaching, feedback, and mentorship than they do from content delivered in a formal program. Create a personal development plan. You can also develop your training skills through volunteering with a nonprofit organization in your community. Find your local chapter. Take a train-the-trainer course.

Customer Service 102

Customer Service Coaching Feedback Personalization 102

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 1903 Wilbur Wright won a coin toss against his brother, Orville, making him the first person to fly their airplane. Effective Sales Coaching: It Takes Two.

Coaching 18

Coaching Sales Personalization Accountability 18

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

The Northridge Group

AUGUST 6, 2020

While sympathy is feeling “for” a person, empathy is feeling “with” a person. We know that customers will become loyal to a company or product when they receive personalized service. Once believed to be a hard-wired trait, empathy is truly a skill that can be learned and coached to.

Customer Experience 166

Customer Experience Coaching Call Center Government 166

ShepHyken

FEBRUARY 22, 2022

Understanding their style allows them to adjust to the different personalities and styles of their team members. Quotes: “Understanding how you lead first makes it so much simpler for you to go through the steps of leading another, whether it is a team or just one person.” That makes a world of a difference.”

Coaching 320

Coaching Personalization Customer Service Management 320

CX Accelerator

JUNE 8, 2020

In his response, ,, Zeisler says, “Walking in the customer’s shoes is the greatest way to experience what your customers are experiencing themselves and the greatest way to personally experience what the gap is between what you want that experience to be and what it actually is.”. The first is ethnographic testing.

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

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 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. ” “I need someone in this position who can consistently be on time, and I hope that person is you.” ” “I need someone in this position who can consistently be on time, and I hope that person is you.” ” 3.

Morale 276

Morale Coaching Feedback Management 276

TeleDirect

FEBRUARY 3, 2025

Personalize Customer Interactions Customers appreciate personalized service. Personalization boosts customer loyalty and creates meaningful interactions. 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

CCNG

JULY 10, 2024

Unlike conventional automation tools, GenAI adds a human touch, crafting personalized responses that cater to each customer’s unique needs. Armed with technology and data insights, they anticipate customer needs, personalize interactions, and shape positive brand perceptions. Valuing agents as invaluable talent is paramount.

Contact Center 195

Contact Center Gamification Brand ambassadors CCNG 195

Myra Golden Media

JANUARY 14, 2019

Coach like a coach. Before I have an important discussion, I always ask myself, what do I want the person to know? Coach like a coach. The endgame was for me to give viewers a fantastic learning experience, and that meant giving me some sharp feedback. Don’t try to be friends with employees.

Coaching 159

Coaching Feedback Personalization Customer Experience 159

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

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

ShepHyken

JUNE 19, 2018

Shep Hyken is joined by Marilyn Suttle , conference speaker, bestselling author, and coach, to discuss her new book, Color Their World – The Art of Creating Strong Customer Loyalty. ?. If an employee does not have the right attitude or behavior, a leader needs to step in and provide feedback. Color Your Customers’ World.

Construction 194

Construction Coaching Employee engagement Feedback 194

Call Center Weekly

FEBRUARY 1, 2018

Take their advice, solicit their feedback, and include them in your decision making process. This person became ineffective. This person became ineffective. 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

ROI CX Solutions

APRIL 29, 2025

From chatbots that instantly handle inquiries to advanced analytics that forecast customer needs, AI is unlocking new levels of efficiency, personalization, and satisfaction. AI technology can evaluate customers based on their previous requests and moods and align them with agents that best suit their personality and support needs.

Customer Support 59

Customer Support Interactive Voice Response Chatbots Coaching 59

Calabrio

DECEMBER 10, 2020

With bots picking up the slack, agents can take time with customers and even personalize service as appropriate. Think less boss/worker relationship and more coach/player dynamic. In fact, the coaching model has emerged as a new standard for supervisors with a renewed focus on helping agents to continuously improve.

Coaching 105

Coaching Contact Center Construction Self service 105

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. Leaving complete account notes for the next person who interacts with the customer. Image by Daniel Reche from Pixabay.

Accountability 185

Accountability Customer Service Coaching Contact Center 185

ShepHyken

FEBRUARY 9, 2018

Positive body language – A person slouching their way through the store, with a sour or surly facial expression doesn’t look approachable. Ask for feedback. When you actively solicit feedback, it empowers your employees and sends a clear signal that you’re willing to work on you, too.

Customer Service 411

Customer Service Morale Sales Coaching 411

CX Global Media

MAY 24, 2018

During her interview she shared with me her personal journey on making it to this high-mark in her career. Feedback : Known as one of the most underutilized tools in a leader’s kit, Adrianna’s focus was on individual team members. 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

Steve DiGioia

OCTOBER 8, 2015

As a leader, you have a personal obligation to ensure a service culture is in place. Provide On-going Coaching. Successful leaders take the time to mentor and coach customer service every day. We need to learn from our customers’ feedback and make changes to exceed their expectations.

Customer Service 222

Customer Service Coaching Employee engagement Call Center 222

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

Calabrio

APRIL 11, 2025

In our State of the Contact Center 2025 report , leaders ranked 24/7 availability, more personalized service, and greater demand for speed, efficiency, and trust as customers top rising priorities. Reviewing Customer Feedback: Use customer interaction data to determine your audiences most common concerns and biggest needs.

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

Balto

OCTOBER 22, 2024

As call center software evolves, leading companies are adopting solutions that offer real-time guidance, AI-driven coaching , and even GPT-powered agents that can handle complex, dynamic conversations at scale. This allows for immediate feedback and coaching , turning every conversation into an opportunity for improvement.

Scripts 52

Scripts Call Center Customer Service call center software 52

Vistio

APRIL 30, 2025

And yet many teams overlook the biggest drivers of real performance: on-the-job learning and feedback from others. 20% social learning: feedback, mentoring, and collaboration. 20% Social Learning Feature: Built-in feedback tools allow managers to score, annotate, and review practice sessions with agents. The result?

Coaching 52

Coaching Contact Center Feedback Accountability 52

ShepHyken

APRIL 3, 2018

10 key success factors for retaining the gravity in a virtual power team: Personality and focus. Regular feedback. About: Peter Ivanov is an internationally sought-after keynote speaker, business consultant, executive coach, and author. Strength metrics. Interdependent goals. Structured communications. Knowledge management.

Coaching 198

Coaching Consulting Consulting Metrics 198

ShepHyken

SEPTEMBER 9, 2016

Many business owners have the perception that they run a client-centered business, but in reality, they have gotten into a bad habit of putting their own personal interests in front of their clients’. Yes, it is true that you should have a personal interest and passion for your business, but your interest is not what drives sales.

Coaching 0

Coaching Marketing Feedback Sales 0