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

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

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

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

COPC

MARCH 11, 2024

and Centrical have teamed up to present the Improving Contact Center Retention Series, offering strategies to increase call center retention and lower attrition-related expenses. Below, we present the culmination of our insights with critical questions that leaders need to consider throughout the employee lifecycle.

Call Center 99

Call Center Gamification Coaching Employee engagement 99

NICE inContact

NOVEMBER 23, 2015

Many agents and supervisors cringe when it is time for coaching. From an agent perspective, the coaching experience has historically been associated with a supervisor controlling a conversation; speaking to what the agent has done wrong on a call. This type of preparation is also helpful when coaching agents in the contact center.

Coaching 49

Coaching Best practices Construction Contact Center 49

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

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

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

PeopleMetrics

JANUARY 29, 2014

At every level of sports, there are coaches. And at every level of coaching, there is disagreement about how to measure a coach’s performance. Even with significant advances in how teams evaluate performance, it can be difficult to quantify “coaching” as a variable. This debate might go on forever.

Coaching 96

Coaching Best practices Surveys Feedback 96

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

AWS Machine Learning

OCTOBER 15, 2024

Public speaking is a critical skill in today’s world, whether it’s for professional presentations, academic settings, or personal growth. Using LLMs trained on extensive data, Amazon Bedrock generates curated speech outputs to enhance the presentation delivery. This text is passed as an input to Anthropic’s Claude 3.5

APIs 125

APIs Construction Engineering Accountability 125

Education Services Group

DECEMBER 10, 2019

ESG was proud to sponsor and present at all of this year’s events. Ask a spouse or partner (but be prepared for more honest feedback than you might have been expecting). Knowing your own value, and knowing how it fits in with the value that others present, is crucial. Presenting yourself to an executive is demanding.

Education 40

Education SaaS Coaching Personalization 40

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

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

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

Toister Performance Solutions

DECEMBER 13, 2018

The feedback session wasn't going well. The agent's response was to the supervisor's coaching was to flatly disagree. The agent's response was to the supervisor's coaching was to flatly disagree. How do you get employees to embrace feedback, when they don't agree their performance needs to improve?

Feedback 48

Feedback Coaching Contact Center Customer Service 48

COPC

JANUARY 15, 2024

Lack of Manager Support   Coaching is an integral part of an effective onboarding process. By providing feedback and constructive criticism, staff productivity and performance will improve.   The impact is evident: staff who receive regular, structured feedback have 73% satisfaction, compared to 49% satisfaction among those who do not.

Best practices 79

Best practices Employee engagement Coaching Feedback 79

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

AWS Machine Learning

NOVEMBER 15, 2024

QnABot is a multilanguage, multichannel conversational interface (chatbot) that responds to customers’ questions, answers, and feedback. The information exists in various formats such as Word documents, ASPX pages, PDFs, Excel spreadsheets, and PowerPoint presentations that were previously difficult to systematically search and analyze.

Chatbots 116

Chatbots Engineering Enterprise Feedback 116

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

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

Global Response

MAY 15, 2023

Having deliberate quality checklists that provide actionable feedback and next steps to improve quality is an essential component as well. Providing Ongoing Training and Coaching Speaking of actionable feedback, providing ongoing training and coaching for agents is a key element of call center quality control.

Call Center 62

Call Center Scripts Coaching outsourcing 62

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

Vistio

JUNE 24, 2024

New hires learn about company policies, product knowledge, and customer service techniques through lectures, presentations, and role-playing exercises. Through chatbots and virtual coaches, employees can access training materials, practice scenarios, and receive real-time feedback anytime they need.

Contact Center 52

Contact Center Feedback Coaching Chatbots 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 Coaching Customer Service Customer Experience 128

Balto

JANUARY 22, 2024

BaltoGPT then processes a database of calls in seconds, generating readable, clear insights, such as: Once you have your agents’ strengths and weaknesses in hand, you can approach your coaching strategies with not just intuition but data-backed insights — gathered in seconds, not hours.

Contact Center 52

Contact Center Coaching Construction Feedback 52

Balto

JANUARY 22, 2024

BaltoGPT then processes a database of calls in seconds, generating readable, clear insights, such as: Once you have your agents’ strengths and weaknesses in hand, you can approach your coaching strategies with not just intuition but data-backed insights — gathered in seconds, not hours.

Contact Center 52

Contact Center Coaching Construction Feedback 52

Balto

AUGUST 23, 2024

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 CRM 52

Integrity Solutions

OCTOBER 23, 2023

One of the most important ways they can do that is through consistent coaching and providing actionable, thoughtful feedback. Empathy is a key characteristic of strong sales leaders, and effective coaching is one of the ways you demonstrate it. The question you have to ask yourself is, do you enjoy doing those things?

Sales 111

Sales Coaching Education Feedback 111

SharpenCX

JUNE 12, 2023

Agents can voice concerns and share ideas, while managers can provide coaching tips and feedback. Share Feedback in the Moment Real-time coaching keeps one-time mistakes from turning into bad habits. But catching them can be difficult when supervisors aren’t physically present.

Coaching 67

Coaching Morale Contact center software Call Center 67

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

COPC

JUNE 9, 2023

While certain data sources may naturally experience delays, the information presented on the scorecard should generally be up-to-date and comprehensive, except in cases where business requirements dictate otherwise. Agent Scorecards Now, let’s explore agent scorecards crucial in coaching, development and staff engagement.

Management 52

Management Coaching Metrics Average Handle Time 52

SharpenCX

AUGUST 11, 2020

Coach agents on an ongoing basis. Ongoing coaching. Ongoing coaching done right. Don’t wait until your quarterly performance review to share feedback with your agents. Instead, be proactive and share feedback whenever the need arises; these moments make for great coaching opportunities. Effective feedback.

Customer Service 67

Customer Service Coaching Education Construction 67

NobelBiz

JULY 16, 2024

Agents can tailor their approach based on the information presented, leading to higher engagement and better outcomes. It automatically presents call information to the agent while dialing the number, ensuring that the agent is always prepared for the conversation without wasting time manually reviewing data.

Outbound sales 52

Outbound sales Sales CRM Contact Center 52

SharpenCX

JUNE 30, 2021

And if you use a platform like Sharpen’s , you can pair your omnichannel service with training and coaching all in the same platform. Project 2: Create a Compelling Coaching and Training Program (& Make Use of These Resources!). Productive coaching and training doesn’t just happen organically. Learn More ]. Read More] .

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67