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

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

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

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

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

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

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

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

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

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

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

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

CustomerSuccessBox

SEPTEMBER 30, 2021

Webinars are a condensed and easy way to find out more about a topic you like. We’ve gathered some of our favorite customer success webinars. Webinar 1 – How to Onboard Customers Remotely. Join us to discuss onboarding customers remotely on this webinar. Webinar 2 – How to do Churn analysis.

Customer advocacy 52

Customer advocacy B2B B2C SaaS 52

ChurnZero

DECEMBER 9, 2021

No matter how rich your customer feedback is, it’s worthless if not applied. Bryan Neale from Blind Zebra Consulting joined us for a webinar to teach Customer Success leaders how to coach their teams to handle NPS conversations following a four-step call framework. If you missed the webinar, you can watch it on-demand.

Coaching 52

Coaching Surveys Feedback Consulting 52

Kayako

MARCH 9, 2017

This will assist you in giving thorough feedback to customers who are asking for new features, or when querying if a feature isn’t working. Train customers through webinars. Hosting webinars or public speaking on behalf of your company is a great way to develop your career. Coaching, mentoring, and training new staff.

Customer Service 71

Customer Service Engineering Coaching Self service 71

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

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

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

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

Kayako

OCTOBER 27, 2015

Last week, Sarah Hatter of CoSupport and Sarah Chambers of Kayako joined forces to present a fantastic live webinar about the top five customer support mistakes all businesses make, and how to conquer them. In this webinar you can learn: Support mistakes the biggest companies are making on twitter. Watch the webinar now.

Customer Support 88

Customer Support Education Coaching Self service 88

CX Journey

MARCH 17, 2015

In November 2014, I participated in the Hooked On Customers Summit , a webinar series hosted by Bob Thompson of CustomerThink. I joined Bob, along with Jeanne Bliss, in the first webinar to discuss Creating Actionable Insight from a Customer Listening Engine. I originally wrote today''s post for Confirmit in November 2014.

Metrics 77

Metrics Chief Customer Officer Coaching Feedback 77

SharpenCX

DECEMBER 2, 2020

How can we improve your training and coaching? How to upskill your agents with frequent coaching and better metrics. Coach often and use tangible data to support your conversations. . And, come prepared with actionable and relevant feedback for each agent. Can you easily transfer calls if you need to escalate?

Call Center 128

Call Center Customer Service Contact Center Metrics 128

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 86

Employee engagement Coaching Business Process Outsourcing Feedback 86

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

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

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

SharpenCX

FEBRUARY 18, 2020

Download Now: Grow your management and coaching techniques with 29 key takeaways from your call center manager playbook. To coach your agents towards growth, you have to know what they’re shooting for. A Good Coach. To be successful, you need to build a coaching culture to inspire your agents. What are your goals?

Call Center 84

Call Center Coaching Management Contact Center 84

Toister Performance Solutions

NOVEMBER 30, 2017

The webinar software picked the wrong time to get wonky. The rep offered to stay on the line with me until my webinar started. Agents need coaching and feedback to develop effective listening skills. Conclusion The webinar software functioned normally during my client webinar. There was a lot on the line.

Customer Support 79

Customer Support Technical Support Self service Coaching 79

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

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 Brand ambassadors 73

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

Enghouse Interactive

OCTOBER 21, 2020

Access the On-Demand Webinar Playback of “How AI-Enabled Super-Agents Improve CX” with Kate Leggett , Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress , Director, R&D and Jacki Tessmer , Vice President – Product Marketing, Enghouse Interactive.

Self service 78

Self service Contact Center Benchmark Chatbots 78

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

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

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 88

Contact Center Employee engagement Coaching Benchmark 88

Noble Systems

AUGUST 4, 2020

Post-call analytics identifies best practices and gaps for training and coaching opportunities. Real-time speech analytics provides instant feedback to collectors during the interaction to achieve a desired result, adhere with compliance guidelines, or get a call back on course. APAC – 2:00pm AEDT. EMEA – 2:00pm BST.

Gamification 86

Gamification Analytics Contact Center Coaching 86

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