Tethr

FEBRUARY 3, 2020

But in today’s bustling work environment, supervisors are struggling to find the time needed to effectively coach staff for continual performance improvement. Coaching is more important than ever before in today’s call center environment, as calls continue to increase in complexity. But are you really coaching?

Coaching 111

Coaching Management Calibration Feedback 111

ShepHyken

FEBRUARY 22, 2022

” About: Stephanie Coradin is the founder of DEMBO Inc , she has over 18 years of experience in providing leadership and development training, and life coaching to individuals and groups from varied industries. That makes a world of a difference.” Stephanie is an advocate of employee empowerment and dynamic leadership.

Coaching 314

Coaching Personalization Customer Service Management 314

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. Interested in taking your call center to the next level?

Customer Experience 166

Customer Experience Coaching Call Center Government 166

ShepHyken

MARCH 6, 2020

This week we feature an article by Patricia Fripp, executive speech coach and sales presentation skills trainer. If we give you good service, your group will bring back its business here and not to the competition.”. Patricia Fripp is an executive speech coach and sales presentation skills trainer.

Customer Service 243

Customer Service Coaching Advertising Scripts 243

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. From Jeremy Hyde: How do your leaders calibrate on what they “coach” on and how/when they approach it?

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

ShepHyken

NOVEMBER 20, 2020

By coaching to handle every situation amazingly well, you can improve reputation and get more sales/. Consider these meetings to keep the feedback flowing: Weekly group meetings. It can turn into hundreds of negative reviews and bad word of mouth, which spreads quicker than a wildfire. Only by delivering amazing customer service.

Customer Service 371

Customer Service Chatbots Education Feedback 371

Myra Golden Media

MAY 6, 2019

This is because employees were assisting and coaching each other, and the guidance my people gave one another was so reliable, customers accepted employees’ answers as final. This benefit was on the level of having a spa experience on a Monday afternoon. I can tell you that unequivocally, I had a lot fewer escalated calls.

Customer Service 256

Customer Service Consulting Consulting Coaching 256

Toister Performance Solutions

FEBRUARY 21, 2025

This can include several groups of coworkers: People on your team Your boss People in other departments You can also broaden it to include contractors, vendors, and other third-parties you work closely with to get your job done and ultimately serve your external customers. ( It uses a combination of self-paced learning and group facilitation.

Coaching 83

Coaching Best practices Feedback Customer Service 83

ShepHyken

APRIL 3, 2018

Top Takeaways: A virtual power team is a team that has a strong gravity, a group of people bound by one central purpose, working together toward one central goal. There are three groups of people who can benefit from virtual power teams: The team members – This option allows employees to not have to relocate because of a project. .

Coaching 198

Coaching Consulting Consulting Metrics 198

Beyond Philosophy

MARCH 22, 2019

It’s a well-used epithet by many coaching organizations—and not just for football. <!–more–> I often ask the following question when I am speaking to groups: Is business going to get easier than it is today or harder? Now, he didn’t come up with the phrase. Obviously, the answer is harder.

Management 240

Management Coaching Consulting Consulting 240

CX Global Media

OCTOBER 3, 2018

Development of this core group of leaders is where a vast number of organizations sabotage their chances for success. Just like frontline staff and executives need ongoing coaching, supervisors need ongoing development too. appeared first on Call Center Coach. Studies reveal that: Greater than 50% of frontline supervisors fail.

Call Center 174

Call Center Coaching Contact Center Time management 174

JustCall

JULY 29, 2021

It involves a continuous practice of coaching sales teams. In fact, sales coaching plays a role in raising a high-performing team of sales reps. But statistics show that with sales coaching, sales teams are able to attain 91% attainment of sales quota. So, are you tapping into coaching for your sales reps?

Coaching 86

Coaching Sales Scripts Construction 86

CCNG

APRIL 19, 2023

They are a careless and lackluster team with a sarcastic coach who grows frustrated with the responsibility to produce a respectable team. The supervisor has space to engage with the team as a group and individually. This approach will allow supervisors to effectively and efficiently manage their teams.

Contact Center 195

Contact Center CCNG Coaching Call Center 195

The Northridge Group

AUGUST 19, 2020

At The Northridge Group, we frequently come to the aid of companies with struggling contact centers, but what about the ones already doing a pretty good job? Organizations that have transitioned from good to great stay away from solely coaching to the numbers and instead put more focus on improving behaviors.

Contact Center 145

Contact Center Coaching Call Center First call resolution 145

Toister Performance Solutions

NOVEMBER 14, 2024

Estimated time needed: 1 hour per week Group activities: 30 minutes per week Individual learning: 30 minutes per week Prepare for Training Get ready for the training by preparing yourself and your team. Set aside time to provide each person with coaching and feedback. Workshop planning tool ( free download ).

Customer Service 92

Customer Service Coaching Best practices Contact Center 92

Toister Performance Solutions

MARCH 29, 2025

Estimated time needed: 45 minutes per week Group activities: 30 minutes per week Individual learning: 15 minutes per week Preparation Get your team ready for the training. Set aside time to provide each person with coaching and feedback. Jeff's workshop planning tool ( free download ). Step 1: Create a training plan.

Management 82

Management Education Coaching Best practices 82

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. Leverage Call Monitoring & Scoring.

Best practices 182

Best practices Call Center Coaching Schedule adherence 182

Beyond Philosophy

APRIL 20, 2016

Furthermore, you can tell by the emotions and their grouping how they drive value in either direction. Maybe Woody Allen Was Right — 80% of Success Is Just Showing Up ” — Whitney Johnson , thinker, author, speaker, advisor, coach. “ As you can see, some of the emotions drive a short-term spend while others drive a long term spend.

Customer emotions 282

Customer emotions Metrics Consulting Consulting 282

Callminer

JUNE 21, 2017

Over the years, call centers have seen the development of numerous industry-specific training tools and coaching practices. Insights from analytics can also help tailor training and coaching to specific groups or agents. It can also provide motivation and guidance for self-coaching. Did they feel welcome and listened to?

Best practices 174

Best practices Call Center Morale Coaching 174

Integrity Solutions

JUNE 24, 2024

Imagine having a sales team coach who sees the potential in you that you don’t even see in yourself—and then is committed to helping you help live up to that potential. Most leaders agree that the role of sales team coach play a key role in helping salespeople achieve their goals. What Does it Mean to Be a Sales Team Coach?

Coaching 66

Coaching Sales Surveys Banking 66

CCNG

OCTOBER 6, 2020

Strategy #3: Foster community Kendra (not her real name) asked to speak one-on-one with me after a large virtual group meeting. At the time, as Director of the global learning group, I was only holding large group meetings monthly and relying on the managers of the teams to hold weekly meetings to keep groups connected.

CCNG 195

CCNG outsourcing Surveys Coaching 195

Steve DiGioia

SEPTEMBER 12, 2016

They guide you through your actions, coach you when you stumble and give praise when rewards are due. Focus groups are funded to the dismay of acceptable time constraints. You must come in when expected, you follow this set of guidelines and you do what’s needed and required. The boardroom is your stage.

Management 214

Management Scripts Coaching Accountability 214

The Northridge Group

AUGUST 14, 2023

Additionally, contact centers must invest in streamlined and high-quality employee onboarding, continuous skill development, and coaching. The Northridge Group needs the contact information you provide to us to contact you about our products and services.

Contact Center 120

Contact Center Coaching Morale contact center associations 120

CX Global Media

SEPTEMBER 11, 2018

Recently Fit Small Business asked a group of the top customer service influencers about their top customer service tips. Annette Franz : Annette is the founder and CEO of CX Journey Inc, a Certified Customer Experience Professional (CCXP), and an official member of the Forbes Coaches Council. appeared first on Call Center Coach.

Customer Service 168

Customer Service Coaching Customer centricity Scripts 168

ShepHyken

JUNE 3, 2016

If we give you good service, your group will bring its business back here and not to the competition.”. Patricia Fripp is a Hall of Fame keynote speaker, executive speech coach, sales presentation skills trainer, and on-line training expert. I said, “My dear, all this confusion is going to be worthwhile; these guys are big tippers.”.

Customer Service 204

Customer Service Advertising Coaching Self service 204

Call Center Weekly

FEBRUARY 1, 2018

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. I spent time with them as a group and individually. There was a lot investment in training, coaching and feedback sessions. They were afraid!

Coaching 174

Coaching Finance Feedback Personalization 174

CCNG

NOVEMBER 9, 2022

Integrate holistic coaching, intelligent workflows, gamification, performance-based compensation and other capabilities to engender teamwork, accountability and collaboration. Engage employees continuously via coaching, polls, surveys and informal check-ins. A UnitedHealth Group study found that U.S.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

SharpenCX

SEPTEMBER 29, 2021

Split your team into groups and spread out training and testing throughout the quarter. Direct the focus of your coaching, your 1:1 time, and your available resources to support agents where they struggle. Role-play different customer scenarios as a group, so your agents can learn from their peers. Make it fun.

Contact Center 137

Contact Center Coaching Employee engagement Call Center 137

ShepHyken

MARCH 11, 2022

If you want to be attractive to many prospective and current employees, ensure that you target more than one group with your benefits. Apply what you know about delivering excellent customer service to those internal customers, and you’ll create a place where the best candidates WANT to work!

Coaching 246

Coaching Personalization Marketing Customer Service 246

CX Global Media

JULY 3, 2018

Here is an edited transcript of our interview: Jim Rembach : Hey this Jim with Call Center Coach and I’m here with one of our board members Nate Brown of United Laboratories. And I want to thank you for being a being a board member of Call Center Coach and bringing your wisdom to the membership group.

Contact Center 185

Contact Center Coaching Call Center Analytics 185

Beyond Philosophy

DECEMBER 19, 2020

Dr. Mohan coaches leaders and mentors about their health, as well as the health of their teams. A symptom for this group, she says, is that they often aren’t getting enough sleep. Dr. Mohan says this group is continually toggling between responsibilities, which is particularly difficult for caretakers of other people.

Consulting 248

Consulting Consulting Management Coaching 248

ShepHyken

FEBRUARY 9, 2018

Not only will it solve your content reach and trust issues, you’ll also get the best customer service team in the world – a group of loyal and highly-engaged employees. Leveraging employee advocacy is like killing two birds with one stone. What do you need from me to make the next week better than the last?

Customer Service 399

Customer Service Morale Sales Coaching 399

The Northridge Group

JANUARY 9, 2020

Creating a very clear expectation of what good, better, and great are allows you to set the standard for agent behavior and be able to measure it effectively in order to provide actionable coaching feedback. This moves the coaching conversation from speaking about metrics, which is not shown to achieve results, to speaking about behaviors.

Customer Experience 131

Customer Experience Coaching First call resolution Metrics 131

Callminer

DECEMBER 11, 2018

Aimee Lucas, Vice President and Customer Experience Transformist, at Temkin Group , said: “ Our own research shows that call center interactions that were more emotionally negative led to longer calls, more frequent transfers, and lower likelihood of the customer recommending the company. But the second highest number, 30%, leave frustrated.

Call Center 196

Call Center Self service Coaching Surveys 196

ShepHyken

MARCH 6, 2020

This week we feature an article by Patricia Fripp, executive speech coach and sales presentation skills trainer. If we give you good service, your group will bring back its business here and not to the competition.”. Patricia Fripp is an executive speech coach and sales presentation skills trainer.

Customer Service 156

Customer Service Coaching Advertising Scripts 156

Vistio

MARCH 24, 2025

Virtual chat groups, video calls, and collaborative platforms can help build a sense of team cohesion, even when agents arent in the same location. Prioritize Real-Time Coaching and Feedback Hybrid models require adaptive coaching strategies.

Contact Center 52

Contact Center Coaching Feedback Personalization 52

CCNG

NOVEMBER 16, 2022

The Northridge Group team partner with CCNG as a corporate member providing insights on a variety of contact center and customer care topics including workforce management, coaching, training, customer experience and much more…

Customer Experience 195

Customer Experience CCNG Customer centricity Big data 195