NICE inContact

SEPTEMBER 15, 2016

As many managers know, there’s an art to delivering constructive feedback to employees. When executed correctly, regular coaching sessions can inspire agents to elevate their performance to new heights. That’s why it’s so important to be as considerate and thoughtful as possible with call center coaching. Balance Feedback.

Coaching 87

Coaching Call Center Construction Contact Center 87

Kayako

FEBRUARY 7, 2018

That’s where coaching comes in. Why coaching beats training support teams. This is why coaching needs to be included in a support rep’s development. Coaching builds and refines much-needed support skills. Coaching hits the switch on active mode learning. Coaching gives employees a sense of ownership.

Coaching 84

Coaching Customer Service Feedback Wait times 84

Call Center Weekly

FEBRUARY 1, 2018

Take their advice, solicit their feedback, and include them in your decision making process. 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. There was a lot investment in training, coaching and feedback sessions.

Coaching 174

Coaching Finance Feedback Personalization 174

Vistio

APRIL 30, 2025

Most traditional training programs focus almost entirely on formal instruction: onboarding presentations, policy manuals, and classroom style learning. 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.

Coaching 52

Coaching Contact Center Feedback Accountability 52

ROI CX Solutions

APRIL 29, 2025

Improved customer and agent experience: With AI tools such as chatbots, autopilots, and predictive analytics, customers receive faster, more personalized support, while agents benefit from reduced workload, real-time assistance, and ongoing coaching. This dual focus boosts satisfaction and employee retention.

Customer Support 59

Customer Support Interactive Voice Response Chatbots Coaching 59

Callminer

FEBRUARY 10, 2020

Whether certain items represent an actual threat to your company and your staff members or simply serve as a significant distraction to all those present, they should be kept off the floor entirely or used sparingly. If you are providing feedback while on the floor, try to keep it short and actionable. Electronic Devices.

Call Center 182

Call Center Coaching Morale Analytics 182

Customer Service Life

AUGUST 27, 2018

While I’ve certainly had my share of coaching conversations in my career while working to help contact center agents improve quality and performance, it felt incredibly presumptive to position myself as the authority on the topic when I happen to work with a bunch of coaching experts here at FCR. Click here to read the original.

Coaching 83

Coaching Contact Center Management Surveys 83

CCNG

APRIL 20, 2022

Despite the benefits, spreadsheet-based systems serve as the analytics foundation in most customer contact operations, presenting serious expense, risk and functional limitations. In the digitized coaching scenario, agents can rate the value of support delivered by their supervisors in real time.

Customer Experience 195

Customer Experience CCNG Gamification Analytics 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

Vistio

OCTOBER 15, 2024

For instance, if certain modules consistently result in lower test scores or slower completion times, this could indicate that the material is either too difficult or not effectively presented. Feedback Loops and Continuous Improvement: Analytics doesn’t stop at onboarding.

Analytics 52

Analytics Coaching Morale Metrics 52

Integrity Solutions

NOVEMBER 14, 2018

When you have the confidence, comfort level and commitment, it’s a lot easier to make coaching a priority. A few weeks ago, we had the opportunity to present a session at the HCI Learning & Leadership Development Conference with Sharon Stahr, Chief Communications Officer at Cobalt Credit Union. Establishing a Coaching Culture.

Coaching 71

Coaching Management Sales Accountability 71

Calabrio

APRIL 11, 2025

Reviewing Customer Feedback: Use customer interaction data to determine your audiences most common concerns and biggest needs. This nesting phase can include supervisors, evaluators, or dedicated coaches providing immediate feedback, guidance, and support to reinforce learning and help build confidence.

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

Calabrio

APRIL 24, 2025

While well-intentioned, this approach isnt only limited in its viewits time-consuming, expensive, error- and bias-prone, and often delivers feedback too slowly to be effective. QA teams have diligently listened to calls and reviewed interactions, providing valuable feedback.

Quality management 52

Quality management Customer Experience Management Coaching 52

CCNG

MAY 27, 2021

They have experience across many centers and industries and can either present quick solutions or listen to your ideas and provide feedback on what you might expect. A consultant can be a sounding board for ideas. Identify Gaps or problems – Find the Problem Consultants conduct full 360 reviews of your contact center.

Consulting 195

Consulting Consulting Contact Center Gamification 195

Vistio

MARCH 24, 2025

While this model offers flexibility and broader talent pools, it also presents unique training challenges. Prioritize Real-Time Coaching and Feedback Hybrid models require adaptive coaching strategies. Utilize screen-sharing tools, call monitoring software, and AI-driven insights to provide real-time feedback.

Contact Center 52

Contact Center Coaching Feedback Personalization 52

Balto

JANUARY 6, 2025

Insightful Data-Driven Reports: Track long-term quality trends and assess coaching effectiveness through comprehensive reports. Qualtrics Qualtrics CustomerXM enables businesses to foster customer-centricity by leveraging customer feedback analytics for actionable insights. You can also import questions from previous surveys.

Call Center 52

Call Center Coaching Surveys Contact Center 52

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. Customer Satisfaction (CSAT) Scores: CSAT gathers direct customer feedback on their experience, providing valuable insights into agent performance.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

SharpenCX

SEPTEMBER 29, 2021

Give agents a customer scenario and present a problem to solve. Direct the focus of your coaching, your 1:1 time, and your available resources to support agents where they struggle. Employee Training Templates for 1:1 Coaching & Performance Management. Coaching is essential for employee growth and development.

Contact Center 137

Contact Center Coaching Employee engagement Call Center 137

Vistio

JANUARY 27, 2025

Use tools like role-playing exercises or AI-based simulators to: Present nuanced customer issues. Provide feedback on both the process and outcome. Providing Continuous Support: Offer ongoing coaching to help agents refine their judgment and decision-making skills. Allow agents to experiment with different approaches.

Scripts 52

Scripts Coaching Contact Center Feedback 52

SharpenCX

MAY 26, 2020

With effective and frequent customer service training and coaching. Or, they give you time for in-depth product and service training and presentations. Aside from quarterly summits, make a schedule for more frequent coaching. Give them constructive feedback on how they’re performing day-to-day and as a teammate.

Contact Center 128

Contact Center Customer Service Coaching Customer Experience 128

Fonolo

AUGUST 3, 2021

We’ve all suffered through dry presentations featuring data that is hard to tie to everyday actions and goals. But the way you present these stats can make all the difference between showing numbers and graphs and telling a story that can help your operations improve. Customer feedback. What is a call center report?

Call Center 142

Call Center Abandon rate Contact Center Agent burnout 142

Real Blue Sky

NOVEMBER 25, 2024

This gap presents an opportunity for leaders to empower teams to respond thoughtfully and effectively in dynamic environments. Continuous Feedback and Coaching: Regular feedback is vital. This can be done through self-reflection, seeking feedback, and engaging in mindfulness practices.

Construction 52

Construction Morale Feedback Coaching 52

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 182

Surveys Contact Center Consulting Consulting 182

TechSee

SEPTEMBER 29, 2020

There are a wide range of techniques that address individual agents’ skill gaps while boosting cost and time efficiency, such as collaboration, gamification, visual assistance, and whisper coaching. For example, AI platforms can present proactive knowledge suggestions to agents while they are on the line or in a chat with a customer.

Call Center 196

Call Center Self service Gamification Contact Center 196

CSM Magazine

APRIL 22, 2025

Overlap windows, when the most team members can be present, are usually scheduled for the most important general questions. Regular feedback loops are a best practice you should look for if you a choosing the right outsourcing vendors. Meeting time rotation helps share the burden of uncomfortable times. Distractions exclusion.

Morale 52

Morale Best practices Engineering outsourcing 52

JustCall

OCTOBER 15, 2023

Training and coaching are not just boxes to tick; they’re the heartbeat of employee growth and a company’s journey to success. In this blog, we’ll explore the challenges of agent training and coaching and how call recording makes a difference. year-over-year — the focus is clear. The disconnect is immediate.

Coaching 52

Coaching Metrics Feedback Upselling 52

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. Think of it as the equivalent of a TV producer talking to a presenter through his earpiece. It’s the virtual water cooler.

Call Center 117

Call Center Technology Gamification Coaching 117

Taylor Reach Group

DECEMBER 7, 2018

This post is based on a presentation I gave recently at a contact center conference. The session was well received and every attendee asked for copy of the presentation ( you can find the deck online at SlideShare ). Improving coaching processes. Improving agent onboarding training and nesting. Creating mentor programs.

Coaching 120

Coaching Contact Center Calibration outsourcing 120

Customer Guru

MARCH 27, 2018

Don’t measure CEx just as a benchmarking exercise that yields a handful of action points to present in the board meeting. Coach those who are unable to move the score up or, even worse, caused the score to dip. Would be great to hear your comments and feedback. Again, consistency is the key here.

Customer Experience 114

Customer Experience Benchmark Customer centricity Coaching 114

Expivia

DECEMBER 7, 2020

Each Supervisor has their own preferred ways of coaching, and finding their personal methods will be a process during your first few months as a Supervisor. In regards to coaching, what can be the most beneficial tool is being completely transparent with your reps. This allows you to see what coaching approach you should take.

Coaching 89

Coaching Education Morale Feedback 89

SharpenCX

MAY 12, 2020

Download Now: Help your agents get the hang of working in a call center with these 29 coaching techniques and facts. . And, when you’re feeding agents information in long drawn out presentations, it can be difficult to retain. Read Now : Boost employee engagement by creating a culture of coaching for your agents.

Contact Center 128

Contact Center Customer Service Employee engagement Coaching 128

Fonolo

JANUARY 31, 2023

Simply put, call center training is any course, seminar, video, coaching session, or other activity that teaches the skills and behavior required for success in a call center. Mentoring or coaching With the right guidance, there’s always an opportunity for one-on-one learning, which can be very effective. What is Call Center Training?

Call Center 141

Call Center Contact Center Coaching Gamification 141

The Northridge Group

APRIL 15, 2024

At present, high volumes of simple issues, ineffective knowledge management solutions, insufficient customer data, and burdensome non-interaction work create undue effort for agents”. A good assessment can reveal any issues that new technology can present and offer real-time solutions.

Technology 137

Technology Brand ambassadors Contact Center Multichannel 137

Callminer

FEBRUARY 27, 2019

This is because customers perceive this type of interaction as more personal.” — Ruchika Sharma, 12 Voice of the Customer Methodologies to Generate a Goldmine of Customer Feedback , Hubspot; Twitter: @HubSpot. Analyze your customer feedback data and scrutinize it. “A Aim to be anticipatory.

Best practices 174

Best practices Journey mapping Surveys Feedback 174

TechSee

AUGUST 26, 2024

To compound matters, complex customer issues that require a high level of expertise and patience often present challenges for first-line agents that lack familiarity and depth in the product or service in question. Chat interactions also present their own unique challenges.

Call Center 124

Call Center Customer Service Average Handle Time Interactive Voice Response 124

GetFeedback

AUGUST 14, 2019

Invite them into the feedback loop by sharing the complaints and comments they hear from customers. For more on collecting and taking action on customer feedback, check out our free Voice of the Customer (VoC) guide. You can ask customers to provide feedback on their satisfaction along their journey. Goal 2: Coach employees.

Metrics 109

Metrics Journey mapping Surveys Coaching 109