The Northridge Group

AUGUST 6, 2020

While sympathy is feeling “for” a person, empathy is feeling “with” a person. We know that customers will become loyal to a company or product when they receive personalized service. Once believed to be a hard-wired trait, empathy is truly a skill that can be learned and coached to.

Customer Experience 166

Customer Experience Coaching Call Center Government 166

Russel Lolacher

FEBRUARY 13, 2023

In this episode of Relationships at Work, Russel chats with personal branding strategist Ana Lokotkova on how defining who you are in the workplace will help you standout and improve your employee experience. And I really felt like they wanted to add a personal touch. And here’s why she is awesome. In what way?

Personalization 98

Personalization Coaching Education Marketing 98

JustCall

MAY 6, 2022

This is why data-driven sales coaching is so important. . As a sales manager or leader, a big part of your responsibility is to coach your reps and assist them in their growth. Now, of course, real-time sales coaching is far from easy. Speaking to everyone with a single coaching program is ineffective. .

Coaching 52

Coaching Sales Morale Feedback 52

ShepHyken

MARCH 10, 2021

I was recently interviewed by Yigal Adato for his mastermind group, all entrepreneurs and owners of pawnshops. If any part of the team isn’t in alignment with the customer service vision, be it an individual or a department – or even an entire region for larger companies – they need to be coached and properly trained.

Coaching 399

Coaching Customer Service Personalization Management 399

JustCall

MARCH 13, 2023

For many sales managers, sales coaching techniques are either too difficult to execute or too complicated to achieve. Whether you need to coach customer service teams right or coach newbies during the first call, using the right sales coaching methods is key. Here are 5 sales coaching techniques worth a try.

Coaching 40

Coaching Sales Feedback Metrics 40

ChurnZero

DECEMBER 9, 2021

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. I’m better with it coming from the CS person that deals with that group or their manager who knows a lot about them. Is it really?

Coaching 52

Coaching Surveys Feedback Consulting 52

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

Integrity Solutions

NOVEMBER 20, 2024

Here are 12 essential sales challenges that salespeople commonly face and what they need to do to overcome them to have both a higher level of success and a greater sense of personal fulfillment in their careers. It doesn’t require pushing a product or getting to a decision. Most sales leaders know this.

Sales 63

Sales Coaching Accountability B2B 63

ShepHyken

APRIL 8, 2020

You can survey customers over the phone, via email, in focus groups and more. In addition to being a great speech coach, Patricia is also a dynamic keynote speaker. Find that person—or those people—and you’ll get feedback that’s worth a lot more than the cost of a few donuts! You can get objective and subjective feedback.

Coaching 316

Coaching Feedback Customer effort Surveys 316

ShepHyken

FEBRUARY 22, 2022

Understanding their style allows them to adjust to the different personalities and styles of their team members. Quotes: “Understanding how you lead first makes it so much simpler for you to go through the steps of leading another, whether it is a team or just one person.” That makes a world of a difference.”

Coaching 316

Coaching Personalization Customer Service Management 316

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. Gather in person. A UnitedHealth Group study found that U.S.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

Balto

SEPTEMBER 13, 2022

So, it comes as no surprise that today’s consumers have peak expectations for the level of personalization they’ll now receive from the banking or financial services contact center. Here’s how to achieve heightened personalization in financial services contact centers. Why is Personalization Important in the Contact Center?

Banking 52

Banking Contact Center Personalization Self service 52

Comm100

SEPTEMBER 27, 2018

Customer service agents should be adequately and continuously coached to learn the skills they need to provide quality customer service. Just like coaching in any other field, the coach needs to take the time to observe those being coached and to build them up where they need help. Set goals for each coaching session.

Coaching 64

Coaching Feedback Customer Service Customer retention 64

Integrity Solutions

SEPTEMBER 12, 2023

As a high school football coach, I always get excited this time of year. A new team with a fresh group of kids — kids who unabashedly love the game, have a passion for getting better and strive to compete. Kids who represent their communities, fellow classmates and their families.

Sales 99

Sales Coaching Scripts Personalization 99

Robert Davis

APRIL 16, 2019

When I spoke to the sales person, it was a 25-minute process. The sales person let out a huge sigh, told me all the data would be lost, and said I would have to go back through the maddening process again. I called the other provider in my area. (I I have two choices, and neither is good). Making the commitment, reaping the rewards.

Coaching 48

Coaching Contact Center Sales Personalization 48

SharpenCX

OCTOBER 6, 2021

And, continue to keep tabs on agent performance and sentiment during your coaching conversations and 1:1s , so you can support your team’s needs. . >> Read Next: How to Use Data to Inform your Decision Making for Standout Service This Year. Set up user groups in your contact center to decide who specializes on specific customers or issues.

Contact Center 128

Contact Center Coaching Metrics Employee engagement 128

CCNG

OCTOBER 6, 2020

Identifying communication and energy preferences does not have to be an arduous task; I simply asked each person their primary and secondary communication preferences, and when they typically felt the most energy to complete work (or when their ideal time to work was), and then noted it in an Excel sheet.

CCNG 195

CCNG outsourcing Surveys Coaching 195

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. What is one way that you build personal connections over the phone? Set aside time to provide each person with coaching and feedback.

Customer Service 93

Customer Service Coaching Best practices Contact Center 93

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. Everyone makes a difference.

Customer Service 319

Customer Service Coaching Advertising Scripts 319

ShepHyken

MARCH 11, 2022

Be more transparent and communicate rapidly and consistently with each person on the team. Personalize the experience. They each have different needs and preferences, and it’s just as important to personalize their experience. Anticipate what’s coming and move forward to modernize your employee experience. .

Coaching 249

Coaching Personalization Marketing Customer Service 249

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? Act it out.

Call Center 141

Call Center Contact Center Coaching Gamification 141

Integrity Solutions

SEPTEMBER 2, 2022

As one writer put it , “If anything, it seems like quiet quitters are just striving to set healthy boundaries between their jobs and their personal lives.” Great managers are able to craft meaningful, motivating work experiences that almost by definition keep the person engaged. How do they do it?

Management 114

Management Coaching Employee engagement Surveys 114

Vistio

OCTOBER 7, 2024

Interactive videos, quizzes, peer-learning groups, and personalized coaching can help cater to a broader spectrum of learning needs. Ineffective Coaching: A Lack of Ongoing Support Finally, even the most robust training program can fail if agents don’t receive ongoing coaching after they graduate.

Contact center software 52

Contact center software Coaching Contact Center Technology 52

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

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

Kapta Customer Success

MARCH 11, 2019

Along with the Kapta blog and website, today we want to show you ten key account management resources, coaches, and training programs you should follow, read, join, or sign up for to take your key account management game up to the next level. RAIN Group. The Chapman Group. Jermaine Edwards. Louise Collins Associates.

Coaching 53

Coaching Accountability Management Consulting 53

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

JustCall

NOVEMBER 24, 2022

Every company needs a diligent performance coaching model to hone the skills of new and experienced salespeople and introduce them to the company’s core sales skills, goals, and culture. Coaching and mentoring of salespersons enables organizations to develop the sales team. Relevance of Sales Coaching Programs – Facts.

Sales 52

Sales Coaching Best practices Morale 52

CSM Magazine

FEBRUARY 7, 2024

Zenarate AI Coach is the first training platform that virtually improves itself from live call trends and intelligence delivered by the new Call Insights actionable data. ” Zenarate’s AI Coach platform provides customer service agents with a comprehensive and immersive “flight simulator” experience. .”

Coaching 52

Coaching Contact Center Best practices Analytics 52

Vistio

JULY 22, 2024

Group and Individual Assessments for Trainers Use AI-powered assessment tools to evaluate both individual and group performances. Why It’s Important: Assessing the performance of individual agents and entire teams is a critical task for trainers and coaches.

Contact Center 52

Contact Center Coaching Feedback Metrics 52

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. Everyone makes a difference.

Customer Service 156

Customer Service Coaching Advertising Scripts 156

Comm100

JUNE 26, 2018

With the World Cup in full swing, now is probably the perfect time to talk about one of the essential elements of any team – the Coach. Coaches are focused on improving performance during the moment, and the skills required for an excellent coach are very distinct. This is where a coach comes into play. Coaching Skills.

Coaching 44

Coaching Feedback Morale Accountability 44

Integrity Solutions

NOVEMBER 22, 2022

Coaching is what makes the culture transferable and sustainable. Let’s take a look at the scope of the issue banks and credit unions are dealing with when it comes to employee engagement, motivation and turnover and how coaching can serve as the catalyst for long-term culture change. Who Needs Workplace Coaching?

Employee engagement 82

Employee engagement Banking Coaching Personalization 82

COPC

MARCH 11, 2024

By guiding them through a personalized experience, you can better engage them and set them up for success. What does the coaching process look like? Do managers have the bandwidth and tools/processes to prepare for coaching conversations and give meaningful feedback? If not, what support is available to them?

Call Center 99

Call Center Gamification Coaching Employee engagement 99

Balto

JUNE 12, 2023

In this post, we’re going to cover 3 ways to create value with agent training: Deliver personalized 1-on-1 training to see the best results. Managers & Leaders Rankings of Onboarding Tools and Tactics Unlike group training, 1-on-1 training requires more attention from the learner.

Contact Center 52

Contact Center Coaching Gamification Upselling 52

Playvox

FEBRUARY 13, 2024

Each group, or individual agent, may need a slightly different approach, but there are best practices for talent development initiatives that will deliver dependable benefits. As an informal mentorship program, this kind of approach to employee development fuels continual personal growth opportunities for high-performing agents.

Contact Center 88

Contact Center Gamification Coaching Feedback 88

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