ShepHyken

APRIL 8, 2020

There are plenty of ways to get feedback. You can get objective and subjective feedback. I could go on and on about the different ways to measure your customer’s feedback. In addition to being a great speech coach, Patricia is also a dynamic keynote speaker. What a great way to do research and get feedback!

Coaching 314

Coaching Feedback Customer effort Surveys 314

TeleDirect

MARCH 13, 2025

Best Practices for Training Call Center Agents for Exceptional Customer Service Best Practices for Training Call Center Agents for Exceptional Customer Service play a crucial role in ensuring customer satisfaction, boosting efficiency, and maintaining a positive brand reputation. Why Training is Essential for Call Center Agents 1.

Best practices 62

Best practices Call Center Customer Service Average Handle Time 62

CSM Magazine

MARCH 14, 2025

Effective customer service coaching is essentialnot just to ensure your team meets customer expectations but to help them exceed them. Coaching your team to deliver outstanding service requires more than just providing feedback or hosting training sessions. Provide constructive feedback on their approach.

Coaching 52

Coaching Customer Service Construction Feedback 52

Vistio

FEBRUARY 24, 2025

Providing feedback is one of the most powerful tools for improving agent performance, but in high-pressure environments like contact centers, its not always easy to make that feedback meaningful. Generic coaching, delayed reviews, or feedback that lacks actionable steps often gets lost in the daily rush of customer interactions.

Feedback 52

Feedback Coaching Contact Center Personalization 52

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

Vistio

OCTOBER 15, 2024

High turnover rates can be costly for companies, both in terms of training new hires and in the potential loss of institutional knowledge and customer satisfaction. For example, by analyzing training data, companies can discover how an agent’s initial experience in the organization may influence their longevity.

Analytics 52

Analytics Coaching Morale Metrics 52

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.

Coaching 339

Coaching Customer centricity Accountability Feedback 339

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

Vistio

MARCH 24, 2025

While this model offers flexibility and broader talent pools, it also presents unique training challenges. How do you ensure consistent, effective training for all agents, regardless of location? Heres how to build a training program that keeps your hybrid team engaged, skilled, and ready for any customer interaction.

Contact Center 52

Contact Center Coaching Feedback Personalization 52

Toister Performance Solutions

OCTOBER 10, 2024

The next day, my boss asked me to train. Step 1: Become a customer service expert You have to be an expert to train others. You have to be really good at serving customers if you want to train others. I hadn't been trained on our product or what to say to a customer. I'm an accidental customer service trainer.

Customer Service 102

Customer Service Coaching Feedback Personalization 102

3CLogic

DECEMBER 17, 2024

Investments in EX, including AI Coaching, real-time feedback, etc., In 2025, AI and automation will be core components in providing contact center teams with the tools and personalized training they need to perform. AI Coaching empowers agents with in-the-moment feedback, encouraging and discouraging behaviors as they happen.

Contact Center 98

Contact Center Self service Coaching Benchmark 98

Myra Golden Media

NOVEMBER 20, 2019

A customer support specialist said “In regards to your eLearning course, your coaching has immensely helped me with a few difficult calls these past three weeks. This training is about how to take assertive control, create calm and pre-empt escalations. Course Outline: Practice with Feedback. “In (with a focus on de-escalation).

Coaching 185

Coaching Customer Care Customer Support Feedback 185

Callminer

MAY 29, 2019

This will enable you to deliver automated performance feedback to agents and supervisors, and necessary insights to manage any quality assurance processes more efficiently. Improving coaching and training. Call recordings contain a huge amount of information that can be incredibly useful for coaching and training purposes.

Contact Center 223

Contact Center Coaching Analytics Call Center 223

Fonolo

JANUARY 31, 2023

Call center training has always been one of the key pillars of running a successful call center. A strong call center training program should not just be part of your onboarding process. Still have questions about call center training? What is Call Center Training? Don’t just pick one.

Call Center 141

Call Center Contact Center Coaching Gamification 141

SharpenCX

SEPTEMBER 29, 2021

We’ve compiled four employee training templates to give you practical strategies to increase learning and training in your contact center. And, 68% of employees say training and development is a company’s most important investment. Employee Training Templates for Quarterly Skills-Based Learning. Where do you start?

Contact Center 137

Contact Center Coaching Employee engagement Call Center 137

Myra Golden Media

JULY 2, 2019

Tae my 3 0-minute De-escalation Online Training , and you’ll be able to: Handle Any Difficult Customer. Hi Myra, your training yesterday was fantastic. I thought you would appreciate the feedback Thank you. We’ll help you make our training work for your employees, or we’ll eagerly refund your money.

Coaching 264

Coaching Feedback Customer Support Management 264

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. . The training it takes to get to that level of expertise takes more than just a week or two. To help your agents support a positive customer experience, training has to extend past initial onboarding, too.

Contact Center 128

Contact Center Customer Service Employee engagement Coaching 128

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. You might take some ideas from what they did: All leaders attended Situational Leadership II training.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

The Northridge Group

AUGUST 6, 2020

Once believed to be a hard-wired trait, empathy is truly a skill that can be learned and coached to. Over time, through call center coaching and role-playing, empathy becomes second nature to agents and makes interactions seem more conversational vs. transactional to customers.

Customer Experience 166

Customer Experience Coaching Call Center Government 166

Myra Golden Media

APRIL 1, 2019

You have a responsibility to train employees, coach, and give feedback. I’d misplaced the keys to my rental car on the second day of filming for a training course. Put the Responsibility for Improvement On the Employee. Be firm, but kind as you hand responsibility for improvement back to your employee. ” 3.

Morale 276

Morale Coaching Feedback Management 276

ShepHyken

FEBRUARY 22, 2022

” “Employee empowerment is providing your team members with the tools, the training, and the opportunities that they need to do their job – and then letting them do it.” ” “Because we think differently, we approach problems differently depending on our backgrounds and our cultures.”

Coaching 314

Coaching Personalization Customer Service Management 314

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

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

SharpenCX

MAY 26, 2020

With effective and frequent customer service training and coaching. So, how do you fit frequent customer service training into your every day? Let’s look at some tactics to adopt to make your customer service training frequent and consistent. Aside from quarterly summits, make a schedule for more frequent coaching.

Contact Center 128

Contact Center Coaching Customer Service Customer Experience 128

TeleDirect

FEBRUARY 3, 2025

Reduce the need for escalations by providing comprehensive training. Training agents to handle inquiries quickly and effectively. Encourage Continuous Training & Skill Development The best inbound call centers invest in ongoing training for agents to stay updated on products, policies, and customer service techniques.

Call Center 62

Call Center Customer Service First call resolution outsourcing 62

Callminer

APRIL 24, 2020

In essence, this structured interview process allows a group of candidates to work through tasks and assessments; it also gives those in charge of hiring the opportunity to select the best performers in the group and train them together to become new call center agents. Incorporate Customer Feedback into Performance Improvements.

Best practices 182

Best practices Call Center Coaching Schedule adherence 182

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

Callminer

FEBRUARY 4, 2021

Firstly, contact centers can make use of call analytics software to analyze past call recordings and use them to train agents how to identify vulnerable customers. Addressing increased vulnerability will take training…”. Coaching needs to happen in real time from management. Adrian Travis. NuLeafNaturals. Eric Sachs.

Call Center 345

Call Center Contact Center Finance Consulting 345

CCNG

JULY 10, 2024

Continuous training and updates ensure that GenAI stays relevant and accurate over time, keeping contact centers ahead of evolving customer demands. Through comprehensive training, ongoing development, and fostering a supportive culture, organizations empower agents to excel and grow professionally, fostering job satisfaction and loyalty.

Contact Center 195

Contact Center Gamification Brand ambassadors CCNG 195

Beyond Philosophy

MARCH 28, 2019

However, most of them are coaching sites, so I can see why he says it.). We just engaged in some of that thinking at Beyond Philosophy with training we launched. I even told my training manager to put on his researcher hat. I want to know if our customers want this training, and if not, what do they want instead.

Management 359

Management Consulting Consulting Benchmark 359

CCNG

SEPTEMBER 17, 2020

David Reed is a customer service process and training expert focusing on helping organizations of all types improve their customer service and process efficiency. The People area includes things such as how your hire your team members, train them, and coach them.

CCNG 195

CCNG Coaching CRM Accountability 195

TeleDirect

MARCH 14, 2025

A well-trained team, equipped with the right tools and strategies, ensures: Higher customer satisfaction and retention. How to improve FCR: Train agents to handle a wide range of customer inquiries. Well-trained agents can handle customer concerns efficiently and create positive interactions.

Best practices 62

Best practices Call Center Multi-channel support First call resolution 62

Fonolo

JANUARY 21, 2021

Surveying your agents and gaining qualitative feedback can help you identify gaps in your operational processes, especially when compared with quantitative data. Offer coaching sessions. Think training is a one-time requirement for your agents? Give constructive feedback. Stop exclusively focusing on numbers.

Call Center 176

Call Center Construction Average Handle Time First call resolution 176

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. ?. Reinforcement is just as important as training. Hearing from a peer, even if it is constructive feedback, has a better impact on employees.

Construction 192

Construction Coaching Employee engagement Feedback 192

CSM Magazine

AUGUST 15, 2022

Simulation training is one of the fastest-growing training approaches for customer service agents. Many of the leading contact centers in the world are leveraging simulation training to provide customer service agents with an automated role-play partner. Simulation Training for Better Human Engagement and Performance.

Customer Service 93

Customer Service Coaching Best practices Contact Center 93

ShepHyken

OCTOBER 4, 2022

Players must be trained to improvise. During a soccer game, players don’t ask permission from their coach before making a move. They are already empowered by their training, strategy, and team support even before stepping into the field. Quotes: “The company, like a team, has two additional sources of feedback.

Brand ambassadors 165

Brand ambassadors B2C Coaching B2B 165