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 have an online course I’ve arranged for you take and I will meet with you once a week for the next 4 weeks to provide feedback and coaching.

Coaching 220

Coaching Accountability Feedback Personalization 220

Myra Golden Media

JULY 12, 2019

The goal was to motivate customer service employees to deliver a better customer experience by monitoring calls and giving feedback on calls. Before you coach the call, ask, “How did that call feel to you?” Make It About Coaching Employees to Optimal Performance. So often I see management in companies coaching the numbers. “We

Contact Center 136

Contact Center Calibration Coaching Feedback 136

Myra Golden Media

JANUARY 14, 2019

Coach like a coach. Coach like a coach. My Director and Producer cut several times to give me feedback – slow that down just a bit, talk like you’re having a one on one conversation, not like you’re in a lecture hall, more energy there. Don’t try to be friends with employees. Get agreement.

Coaching 159

Coaching Feedback Personalization Customer Experience 159

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

Myra Golden Media

APRIL 11, 2023

Additionally, ongoing coaching and feedback can help agents improve their performance and stay motivated. This can involve recognizing and rewarding top-performing agents, as well as providing opportunities for agents to give feedback and contribute to process improvements. The webinar is free.

Average Handle Time 156

Average Handle Time Contact Center First call resolution Analytics 156

Noble Systems

DECEMBER 4, 2019

This feedback produces Voice of the Customer (VoC) that can help your company redefine and elevate the customer experience throughout the journey which, in turn, strengthens engagement and loyalty. Training employees when and how to ask for feedback is vital. VoC Technologies that Monitor Feedback and Reward Employees.

Feedback 80

Feedback Gamification Analytics Customer centricity 80

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

Playvox

MARCH 19, 2024

From recognizing customer service agents to making coaching easier, AI can help improve employee happiness, agent experiences, job satisfaction, and overall well-being, among many other benefits to significantly impact company culture and organizational success. AI can then assist the analyst to score and provide feedback.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Noble Systems

DECEMBER 4, 2019

This feedback produces Voice of the Customer (VoC) that can help your company redefine and elevate the customer experience throughout the journey which, in turn, strengthens engagement and loyalty. Training employees when and how to ask for feedback is vital. VoC Technologies that Monitor Feedback and Reward Employees.

Feedback 52

Feedback Gamification Analytics Customer centricity 52

ChurnZero

MARCH 31, 2020

7 Key Takeaways from ‘Fortifying Customer Relationships During COVID-19’ Webinar. This all owed customers to passively give direct feedback and Untappd to collect the needed information for customer segmentation. The second was an internal forum to share positive customer feedback. Tuesday, March 31, 2020, 2:00 – 3:00 PM EDT.

Morale 72

Morale Education Surveys Accountability 72

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

Myra Golden Media

APRIL 1, 2019

You have a responsibility to train employees, coach, and give feedback. Join Me for My New “Managing to Eliminate Unacceptable Employee Performance or Behavior” Live Webinar! Put the Responsibility for Improvement On the Employee. Be firm, but kind as you hand responsibility for improvement back to your employee.

Morale 276

Morale Coaching Feedback Management 276

Serenova

NOVEMBER 14, 2019

In the on-demand webinar, Happy Agents Make for Happy Customers , contact center guru Jaden Mecham identifies the top five roadblocks to contact center agents delivering an excellent customer experience. Here’s a peek of three thought-provoking takeaways you can expect from the webinar: There’s science behind employee engagement.

Contact Center 40

Contact Center Coaching Employee engagement Call Center 40

Talkdesk

JUNE 27, 2016

Once agents are able to start picking up calls, supervisors often engage in live coaching sessions where they actively advise agents during phone calls. Despite the existence of advanced call center software features that can help make live coaching sessions more seamless, supervisors and agents can still run into a number of issues.

Coaching 41

Coaching Call Center call center software call center solutions 41

Education Services Group

MARCH 31, 2022

Peter Armaly joined Marley Wagner to co-host this month’s Customer Success Unlocked webinar. Or how are we getting that feedback loop into Product to know what’s working and what’s not as these things are launching and getting in front of our customers. Missed the webinar? So, step one: create visibility.

Customer advocacy 52

Customer advocacy CRM Accountability Marketing 52

CSM Magazine

OCTOBER 25, 2023

The HR team should include training resources such as online modules, webinars, workshops, and coaching sessions. Assign Mentors or Coaches: Mentors or coaches can provide valuable feedback and guidance that can accelerate the assimilation of new hires.

Customer Service 52

Customer Service Coaching Best practices Feedback 52

Playvox

FEBRUARY 27, 2024

From recognizing employees to making coaching easier, AI can help improve employee happiness, job satisfaction, and overall well-being, among many other benefits to significantly impact company culture and organizational success. Get started today by diving into our on-demand webinar: How to Infuse AI into QM: What You Need to Know.

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

Playvox

MARCH 5, 2024

Worse yet, looking at a small sample might mean you’re coaching agents to improve in the wrong areas, resulting in wasted time, effort, and money. AI can also assist analysts in the scoring and feedback process to cut effort and time. Seek feedback along the way from those using the tools, and especially from analysts and agents.

Quality management 78

Quality management Management Contact Center Coaching 78

Education Services Group

OCTOBER 25, 2022

Chris Hicken (CH): The way that I would coach CS people to talk to their CFOs is to start by looking at the unit economics of the business. Watch the recording of this webinar to catch up on the full conversation! Q: Is CS fully leveraging its “seat at the table” by tying revenue and growth?

Marketing 52

Marketing Sales Customer centricity Coaching 52

COPC

DECEMBER 23, 2022

2) Develop a Robust and Closed-Loop Employee Feedback System   An employee feedback system goes beyond a simple measurement of employee satisfaction. Equally as important is actively seeking employee ideas and feedback, communicating results, implementing action plans and explaining the outcome of those plans. 

Employee engagement 89

Employee engagement Coaching Business Process Outsourcing Feedback 89

ChurnZero

JUNE 18, 2024

After all, CS has the customer relationships and insights to drive expansion thoughtfully, the health scores and product usage data to spot opportunities, the best understanding of customer needs, and the customer trust earned through coaching and partnership. Now, he’s on a mission to change that with the REACH Framework.

Upselling 59

Upselling Coaching Education Feedback 59

ChurnZero

APRIL 22, 2022

We’re a partner and a coach. Our CS team collects, reviews and follows up on every piece of customer feedback, whether positive or negative. We want you to know that you’re heard, and that your feedback counts. That means that our CS team takes a different approach—and it’s one that ChurnZero’s customers love. It takes a team.

Feedback 98

Feedback Coaching Best practices Customer Experience 98

Playvox

FEBRUARY 6, 2024

As the phrase suggests, automated quality management helps increase efficiency by automating the entire quality management process of a contact center — from assisted scoring to agent coaching. With integrated coaching, you can onboard and train new agents while keeping your whole customer service team engaged to reduce agent attrition.

Quality management 83

Quality management Customer centricity Management Contact Center 83

GetFeedback

JANUARY 21, 2021

Customer service speaker, author, and coach Dan Gingiss reads real customer feedback live and gives you advice on what to do about it.

Coaching 148

Coaching Feedback Customer Service 148

ClientSuccess

OCTOBER 18, 2022

Listen to your counterpart’s feedback and input. If you’re a customer success department leader, make coaching and preparing your CSMs for these types of conversations part of your regularly scheduled training and development plans. . Webinar: Designing a Proof of Concept Strategy That Converts. Hold your ground – to a point.

Best practices 72

Best practices Upselling Coaching Accountability 72

Playvox

NOVEMBER 16, 2021

But with Playvox’s automated scorecards, evaluation, and coaching templates, as well as its workload management tools, contact center leaders have confidence that agents are participating in regular evaluations and receiving timely feedback to ensure they’re delivering the desired customer experience – even when remote. Empowerment.

Quality management 78

Quality management Management Coaching Contact Center 78

COPC

MAY 23, 2023

In this webinar with Harte Hanks, we have a research-backed discussion about the impact of investing in team leaders. According to Harte Hanks , team leader training is more effective with coaching, usually from their direct manager. Enabling Team Leader Success COPC Inc.’s

Contact Center 90

Contact Center Employee engagement Coaching Benchmark 90

Callminer

NOVEMBER 6, 2018

Instead they rely on random feedback surveys or random quality assurance of calls. Then you can either change the script or coach the agents to use the script more intelligently – or both. One of the reasons behind this huge gulf in understanding is that most companies fail to analyze every customer interaction.

Scripts 186

Scripts Call Center Call center experience Contact Center 186

Beyond Philosophy

JANUARY 28, 2015

Request feedback. I tried to coach her on saying no in a positive way, but she couldn’t adjust her ways. Read more about the book and register for the webinar, here. Get in the game and show you are willing to pull your weight. Do things to help your colleagues; don’t try and score points off them.

Customer emotions 366

Customer emotions Customer centricity Consulting Consulting 366

Playvox

MAY 26, 2021

This means they consistently reinforce to CSRs the importance of cross-selling and upselling through ongoing training, coaching, and quality assessment feedback. Ben Segal of Freshly says, “We reinforce that it’s part of our culture through training, QA, and one-on-one coaching where we’ll dig into calls and offer feedback.

Upselling 92

Upselling Education Contact Center Coaching 92

Beyond Philosophy

MAY 12, 2022

I was a guest on a webinar with Verint on the Engagement Capacity Gap , which discusses where organizations need to be in this area vs. where they are with the Chief Marketing Officer of Verint, Celia Fleischaker. A European insurer uses AI to use the data and the feedback to determine the next best action.

Contact Center 195

Contact Center Analytics First call resolution Consulting 195

Playvox

SEPTEMBER 20, 2023

QM is more of a comprehensive program that focuses on both performance management & process improvement by using calibration, appeals, motivation, coaching, and gamification. AI can then assist the analyst to score and provide feedback. AI can also provide feedback to justify the scoring and also help agents improve.

Quality management 52

Quality management Coaching Contact Center Calibration 52

Playvox

FEBRUARY 16, 2024

Traditionally organizations invested in manual processes and quality teams to gather data about customer interactions, listening to and scoring a random small (less than 2 percent) sample of calls or sending feedback surveys, leading to insufficient actionable insights.

Quality management 75

Quality management Contact Center Management Best practices 75

Toister Performance Solutions

APRIL 28, 2022

They didn't coach their employees or give them any feedback. They coached employees, gave feedback, and celebrated wins. They knew they would have to reinforce the new skills with their team after the class ended, so they learned all they could. These managers couldn't reinforce the training because they didn't attend.

Customer Service 62

Customer Service Coaching Feedback Surveys 62

NobelBiz

FEBRUARY 27, 2024

This not only helps in ensuring compliance with protocols but also provides opportunities for coaching and feedback based on actual performance. This feedback can highlight specific areas where agents excel or need improvement. Use this feedback to make informed improvements.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Noble Systems

SEPTEMBER 8, 2020

Training and coaching to deliver the highest level of customer service. Training and coaching have never been more vital to success. Be sure to ask agents for their feedback and ideas to help them stay connected and strengthen their sense of community. We are all learning as we go. Making the Change with Confidence.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

Noble Systems

SEPTEMBER 29, 2020

Give employees tools and resources to succeed – Use dynamic data to provide a user experience tailored for each agent, empowering them to reach peak performance through programs that focus on their individual needs, including scheduling, coaching, training, evaluations, and motivation. What are the Benefits of using a WFO Solution?

Management 86

Management Gamification Quality management Schedule adherence 86