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. We’ve taken Myra’s onsite De-escalation Workshop and shrunk it down to a 30-minute high-impact interactive online class! Course Outline: Practice with Feedback. “In

Coaching 185

Coaching Customer Care Customer Support Feedback 185

Lumoa

APRIL 17, 2018

We have been talking a lot about how important it is to take actions on customer feedback. Customer feedback is the essential unlimited source for development and inspiration for the whole company. Customer feedback in marketing automation Do you have resources to communicate directly with your customers in a personally?

Feedback 110

Feedback Healthcare SaaS Coaching 110

TeleDirect

APRIL 7, 2025

Use Blended Learning Methods Combine online training, classroom sessions, role-playing, and real-time coaching for maximum retention. Encourage Peer Mentoring and Feedback Create a collaborative environment where experienced agents support new hires and share best practices.

Call Center 62

Call Center First call resolution Best practices Gamification 62

Real Blue Sky

NOVEMBER 25, 2024

Continuous Feedback and Coaching: Regular feedback is vital. Use real interactions (recordings when possible) to discuss what worked and what didn’t, providing constructive feedback and recognizing improvements. This can be done through self-reflection, seeking feedback, and engaging in mindfulness practices.

Construction 52

Construction Morale Feedback Coaching 52

Vistio

MARCH 24, 2025

Live virtual sessions and in-person workshops help reinforce key concepts, while on-demand training allows agents to revisit materials at their own pace. Prioritize Real-Time Coaching and Feedback Hybrid models require adaptive coaching strategies. This helps both remote and in-office agents improve performance quickly.

Contact Center 52

Contact Center Coaching Feedback Personalization 52

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

Myra Golden Media

MARCH 18, 2020

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. We’ve taken Myra’s onsite De-escalation Workshop and shrunk it down to a 30-minute high-impact interactive online class! Course Outline: Practice with Feedback. “In

Coaching 156

Coaching Customer Support Call Center Customer Care 156

Kayako

AUGUST 27, 2015

So give them what they really want: immediate and actionable feedback. These are methods worth highlighting: Hold team workshops and role playing sessions. Give timely feedback rather than save it for 1-to-1s. Timely feedback works much better than saving feedback for a 1-to-1 or performance review.

Customer Support 105

Customer Support Coaching Feedback Engineering 105

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. Include workshops and group activities as much as possible! Still have questions about call center training? What is Call Center Training?

Call Center 141

Call Center Contact Center Coaching Gamification 141

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. Socially acceptable collaboration. It’s the virtual water cooler. Get in the game. Make the workplace fun again.

Call Center 117

Call Center Technology Gamification Coaching 117

Lumoa

JANUARY 31, 2023

Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing, and acting on customer feedback, you’ll be able to improve customer experience altogether. How to analyze customer feedback in different languages? Voice of the customer: where to start?

Customer Experience 165

Customer Experience Customer centricity Metrics Feedback 165

CSM Magazine

MARCH 10, 2025

It’s important to involve people from all parts of the organisation in tone of voice brainstorming workshops, making it clear the sessions are a safe space to share ideas and work collaboratively across teams and hierarchies. A strong brand voice remains coherent while allowing for flexibility in different contexts.

Customer Experience 52

Customer Experience Engineering Coaching Feedback 52

Kristina Evey

APRIL 28, 2015

Interested companies gather a little information, talk about it from time to time, hire a consultant, might spend a little money for a workshop or training session, and believe that they are on the right track. So, the golf pro and the body builder, they have a goal. They have clarity. They have a vision of success.

Customer Service 113

Customer Service Coaching Consulting Consulting 113

CSM Magazine

JANUARY 2, 2025

Active Listening Workshops : Empathy begins with listening. Offer workshops that focus on active listening techniquesthings like reflecting back what a customer says and avoiding interruptions. Ongoing Feedback : Provide agents with direct feedback on their interactions. Dont overlook unsolicited feedback, either.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

Lumoa

FEBRUARY 20, 2018

Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing and acting on the customer feedback, you’ll be able to start taking the customer experience in control. How to analyze customer feedback in different languages?

Customer Experience 141

Customer Experience Customer centricity Feedback Metrics 141

CSM Magazine

JANUARY 2, 2025

Active Listening Workshops : Empathy begins with listening. Offer workshops that focus on active listening techniquesthings like reflecting back what a customer says and avoiding interruptions. Ongoing Feedback : Provide agents with direct feedback on their interactions. Dont overlook unsolicited feedback, either.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

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

Interaction Metrics

FEBRUARY 20, 2025

Get a Third Party to Conduct Your Surveys If you want NPS feedback you can trust, avoid running surveys in-house. Close the Loop Quickly Speed matters when addressing customer feedback. Responding to both ends of the spectrum shows customers their feedback is truly valued. Now, were here to share that knowledge with you.

Surveys 62

Surveys Benchmark Feedback Metrics 62

Taylor Reach Group

MARCH 20, 2020

Offer free or subsidized clinical screenings for depression from a qualified mental health professional, followed by directed feedback and clinical referral when appropriate. Provide free or subsidized lifestyle coaching, counseling, or self-management programs.

Contact Center 105

Contact Center Consulting Consulting Coaching 105

Integrity Solutions

AUGUST 24, 2022

While online training and workshops can be effective delivery mechanisms for information and knowledge, the real impact only comes when you’re able to turn that knowledge into daily behaviors. What they don’t always recognize is that it’s something that can be developed through effective training and coaching.

Sales 85

Sales Coaching Calibration B2B 85

SharpenCX

MAY 31, 2023

Encourage ongoing learning through regular skill enhancement workshops and access to relevant resources. Provide Continuous Feedback and Coaching: Regular feedback and coaching sessions are vital for agent growth and improvement. Conduct regular performance reviews to discuss individual goals and progress.

Call Center 76

Call Center Coaching Construction Morale 76

TechSee

AUGUST 14, 2023

We received overwhelmingly positive feedback last year, so we’re back with another edition – this time even bigger and better! He regularly advises companies on topics such as contact center sales skills, coaching skills, and handling irate customers.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

CSM Magazine

MAY 16, 2024

Workshops and courses focusing on leadership principles , conflict resolution, and team motivation strategies can empower leaders to manage their teams more effectively. Communication Workshops Excellent communication skills are the bedrock of effective customer support.

Customer Support 52

Customer Support Coaching Construction CRM 52

Calabrio

MARCH 5, 2025

It’s a pillar method of a customer-centric strategy, processing feedback across various channels, from online chat to support by phone. These technologies play a decisive role in collecting customer feedback in real-time, automatically processing large amounts of information quickly and accurately.

Best practices 40

Best practices Benchmark First call resolution Contact Center 40

Fonolo

JUNE 17, 2015

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. If there’s one thing any coach or contact center manager will agree with, it’s that the best type of call center training is hands-on. Mentoring or coaching.

Call Center 96

Call Center Gamification Coaching Contact Center 96

Integrity Solutions

NOVEMBER 19, 2018

So, we seek feedback and recognition frequently. In fact, according to Oxford Economics, we typically want feedback 50% more often than any other employees. To us, having a coach is more important than having a manager. How well-equipped are your managers to meet this growing demand for coaching?

Coaching 75

Coaching Sales Feedback Surveys 75

TechSee

AUGUST 26, 2024

Regular training sessions, simulations, and workshops can keep agents updated with the latest industry trends and best practices, ensuring they are well-prepared to handle any customer issue. Regular Performance Feedback: Providing ongoing feedback to agents about their performance is essential for continuous improvement.

Call Center 124

Call Center Customer Service Average Handle Time Interactive Voice Response 124

Playvox

MARCH 21, 2024

Agent morale can also be impacted by inconsistent feedback on performance. Provide Consistent Feedback on Performance via Quality Management (QM) Although we can all agree that receiving negative feedback on performance is difficult for even the most thick-skinned among us, giving this kind of feedback is better than no feedback at all.

Morale 90

Morale Contact Center Quality management Coaching 90

Toister Performance Solutions

APRIL 28, 2022

I once delivered the same customer service workshop over 200 times in a two-year period. We had a few moments before the workshop began, so I spent some time talking to her. They didn't coach their employees or give them any feedback. They coached employees, gave feedback, and celebrated wins.

Customer Service 62

Customer Service Coaching Feedback Surveys 62

Peter Lavers

NOVEMBER 14, 2017

One option for doing so is this workshop, part of DataIQ’s excellent Leaders package. DataIQ Leaders also provide a workshop on this. Looking at the feedback from past training courses, on Softer Skills for Analysts, the most popular exercise is on questioning. Most important skills: (2) Stakeholder Management – inc.

Analytics 100

Analytics Banking Consulting Consulting 100

JustCall

MARCH 13, 2023

A sales coaching plan is every sales manager’s best friend. What is a Sales Coaching Plan? Whether you want to coach newbies during the first call or coach customer service teams, driving personalized coaching and learning is important. What does your role as a sales coach look like?

Coaching 40

Coaching Sales Metrics Best practices 40

Playvox

MARCH 27, 2023

This could include a combination of classroom training, on-the-job training, learning courses , and workshops. Additionally, agents can benefit from coaching and mentoring programs that provide ongoing feedback and guidance to help them improve their performance.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Kristina Evey

JANUARY 13, 2015

I spent some time the past few weeks mapping out content, workshops, and coaching programs to help each of you make more money, enjoy your business, improve the morale of your staff, and simply making the customer experience more natural to the DNA of your company. . I do need your help though.

Customer Experience 87

Customer Experience Customer Service Morale Coaching 87

Outsource Consultants

JANUARY 16, 2025

Actionable Feedback Loops: Provide timely, constructive feedback to agents. Targeted Training and Development: Use QA findings to inform personalized coaching sessions and broader training initiatives. A financial services company integrated their QA data with customer feedback and operational metrics.

Best practices 67

Best practices Contact Center First call resolution Average Handle Time 67

ClearAction

OCTOBER 10, 2017

Contextual information about the voice-of-the-customer helps to prioritize people’s thinking to change how programs are funded and resourced, and how projects are prioritized in response to that customer feedback.” ” My commentary: A roadshow is a great way to build shared interpretations of customer insights.

B2B 83

B2B Customer Experience Customer advocacy Best practices 83

SoliCall

AUGUST 2, 2023

2 – Performance Feedback and Coaching. Implement a robust performance feedback system to provide agents with constructive feedback. Regularly evaluate their performance and provide individual coaching sessions to address areas of improvement. 3- Clear Performance Metrics. 5 – Technology and Tools.

Call Center 52

Call Center First call resolution Construction call center software 52

Robert Davis

MARCH 2, 2017

Our success has provided a solid foundation, giving our company the reputation for being one of the best full-service training, coaching and facilitation consultancies in the marketplace. After ensuring understanding, call coaching focused on exceeding customer expectations from greeting to close. RCDA Results. Home Security Company.

Call flow 48

Call flow Coaching Telecommunications Customer retention 48