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

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

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

Callminer

SEPTEMBER 23, 2020

Call centers that implement agent performance management solutions equip their agents with the ongoing coaching and training needed to perform at their best. “A good outbound sales script contains a strong connecting statement. Leverage speech analytics software for ongoing training and coaching. Aim to connect.

Best practices 182

Best practices Call Center Outbound sales Telemarketing 182

Calabrio

APRIL 23, 2025

One tool that speaks to the needs of coaches, analysts, and contact center leaders alike. An increase in agents script adherence that coincides with decreased customer satisfaction. With this added context, evaluators can flag anomalies and managers can coach in the moment, rather than weeks or even months later. The result?

Contact Center 52

Contact Center Coaching Schedule adherence Agent burnout 52

TechSee

OCTOBER 10, 2019

The traditional contact center – with agents in cubicles following scripts and rushing to meet individual KPIs – will soon be a thing of the past. Group effort. Collect team feedback: Brainstorming sessions and focus groups can surface any barriers to cooperation and help smooth the way toward a collaborative culture.

Contact Center 117

Contact Center Wireless Scripts Average Handle Time 117

Balto

JUNE 23, 2022

“The anti-script doesn’t mean that you should wing it on every call… what anti-script means is, think about a physical paper script and an agent who is reading it off word for word… you’re taking the most powerful part of the human out of the human.” Share on Twitter. Share on Facebook.

Scripts 52

Scripts Coaching Contact Center Surveys 52

Global Response

MARCH 27, 2024

An effective call center script balances consistent service quality with personalized customer interactions. The script should serve as a guide rather than a rigid framework. While customer service scripts are incredibly useful and beneficial, they can also be challenging to create. Understand customer needs and expectations.

Scripts 62

Scripts Call Center Customer Service Coaching 62

Balto

JULY 7, 2022

When agents make mistakes on calls that lead to negative outcomes, it’s because they forget what to say and should be coached. When agents intentionally go off script, it’s because they are improvising to get a better call outcome and should be encouraged. It may take a few sessions before coaching and training effectively sink in.

Scripts 52

Scripts Coaching Surveys Construction 52

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

Callminer

FEBRUARY 4, 2021

Coaching needs to happen in real time from management. Eric Sachs is the CEO at Sachs Marketing Group. If that requires specific training for your staff or changes to call scripts to further show you are there for your customers, then that should absolutely be done. John Cho is the Founder of My Pet Child. “To Eric Sachs.

Call Center 345

Call Center Contact Center Finance Consulting 345

Balto

JUNE 13, 2022

Call scripts are used in contact centers of all shapes and sizes — across the industry, they are considered an easy way to help ensure all of a contact center’s agents are driving calls to the same goals. But if you manage a center with hundreds or thousands of agents, then trying to keep everyone on the same script is challenging at best.

Scripts 52

Scripts Contact Center Morale Best practices 52

TechSee

SEPTEMBER 29, 2020

According to research and consulting firm Service Quality Measurement Group, for every 1% improvement in FCR, a call center reduces its operating costs by 1%. Monotony can be alleviated by changing scripts or desk placement, for example. Accelerate resolutions with AI-powered agent assistance.

Call Center 196

Call Center Self service Gamification Contact Center 196

Calltools

MAY 27, 2020

Call scoring is like an NFL game, where your sales agents are players and you’re the coach. Like linebackers or wide receivers, each agent has a unique role to play in winning the game; you are the coach that helps your team grow and function well together. Following call scripts. Improve call scripts.

Coaching 52

Coaching Government Scripts Metrics 52

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. However, having played and coached the game for years, and having been a fan for many more (Go Chiefs!),

Sales 103

Sales Coaching Scripts Personalization 103

CSM Magazine

JUNE 27, 2023

With Zenarate AI Coach, customer and prospect-facing agents master the skills necessary to succeed in their role before their first live interaction. Just like human-to-human role play, Zenarate coaches agents on tone, soft skills, and best and required practices throughout their role-play simulation.

Coaching 59

Coaching Telecommunications Healthcare First call resolution 59

Customer Guru

MAY 30, 2018

Employees need to look up from their scripts, computer screens, or mobile phones and listen attentively. Coaching employees to not run by the script, listening closely to customers’ complaints, and using common sense when dealing with difficult issues could go a long way in building a customer-centric culture.

Customer centricity 95

Customer centricity Scripts Coaching Engineering 95

VirtualPBX

MAY 16, 2024

Appointment Setting Customer Retention Customer Notifications Customer Service Debt Collection Focus/Research Groups Follow-Ups Fundraising Information Requests/Updates Market Research Product Inquiries Sales Cold Calls Surveys Technical Support Telemarketing Telesales Did you know? Are there any here that you hadn’t thought of?

Telemarketing 105

Telemarketing virtual call center call center professionals Technical Support 105

SharpenCX

DECEMBER 2, 2020

How can we improve your training and coaching? Update outdated policies, call scripts and processes so your agents have the right resources to help your customers. How to upskill your agents with frequent coaching and better metrics. Coach often and use tangible data to support your conversations. .

Call Center 128

Call Center Customer Service Contact Center Metrics 128

Call Design

APRIL 15, 2021

However, if you can trial new and different ways to coach and motivate agents so that they enjoy their work more, then they are more likely to stay with the organisation. Between the monotonous daily routine and the work environment, many agents experience exhaustion and may choose to look elsewhere for work. Giving Agents Freedom.

Coaching 78

Coaching Best practices Scripts Feedback 78

Fonolo

JUNE 17, 2015

Small group training sessions & discussions. 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. This includes workshops and group activities too — and we’d encourage you to incorporate these as much as possible!

Call Center 96

Call Center Gamification Coaching Contact Center 96

CSR Inc.

OCTOBER 1, 2017

It is the supervisors who coach agents that make or break a quality program. Follow up Coaching the Coach sessions (LINK TO TRAINING MODULE) are great refreshers. Scoring & Scripts are Great, But Concentrate on the Customer Don’t get lost in the measurement. That’s why it’s important to repeat them: 1.

Calibration 59

Calibration Coaching Scripts Call Center 59

Integrity Solutions

JUNE 10, 2024

Too often, salespeople are replacing the hard sell approach with a generic scripted one. Both of these customers need a salesperson who can engage in a high-quality, human-to-human conversation with them, and you can’t do this by reciting a script.

Sales 114

Sales Scripts Personalization Coaching 114

Satrix Solutions

JANUARY 29, 2021

Coaching your CS team to approach these conversations with an open mind will go far in strengthening the closed loop process, but also help instill the customer-centric themes within the CS team, and allow them to build stronger relationships with their customers. Outreach to this group should be different than your other closed loop process.

Scripts 78

Scripts Surveys Feedback Customer centricity 78

Balto

OCTOBER 27, 2022

The answer partially lies in the Medicare Parts C and D Oversight and Enforcement Group (MOEG). MOEG is a group within CMS responsible for creating and administering audit strategies. Maintain Updated Scripts and Playbooks. Coach in Real Time. Real-time Coaching empowers operators to get ahead of compliance concerns.

Scripts 52

Scripts Coaching Education Contact Center 52

Noble Systems

SEPTEMBER 29, 2020

An effective WFO strategy can help a smaller center compete with larger groups, helping to level the playing field by using data-driven decision making to define employee and customer strategies across the organization. What are the Benefits of using a WFO Solution? A true WFO suite includes a number of technologies.

Management 86

Management Gamification Quality management Schedule adherence 86

Integrity Solutions

SEPTEMBER 28, 2023

They don’t want ten minutes of on-hold music only to hear canned, scripted responses that ignore their real issues and needs. Training and coaching will activate your values and make them visible to the customer. Managers have to coach and set expectations around a customer-focused approach. Customers want empathy.

Customer Service 110

Customer Service Coaching Contact Center Banking 110

Outsource Consultants

JANUARY 24, 2025

Agent Evaluation Scorecards Agent evaluation scorecards assess customer interactions based on key criteria such as: Adherence to scripts and compliance guidelines. Provide Consistent Feedback and Coaching Timely feedback accelerates agent development. Use a structured coaching approach, such as: Highlighting two strengths.

Best practices 67

Best practices Contact Center Technology Schedule adherence 67

DMG Consulting

JULY 16, 2019

An important feature of AQM is that it “understands” what customers are saying; it identifies customer needs and wants, automatically surfaces trends and operational opportunities, and spots problematic interactions where agents do not comply with an established script, policies, procedures and/or other requirements.

Quality management 69

Quality management Analytics Management Coaching 69

Integrity Solutions

JULY 24, 2024

Empowering Your Sales Team with a Conversation Framework Because every customer is different, training that encourages scripted approaches to selling falls short. Regular training, reinforcement and coaching is vital to keeping your team motivated and engaged. Emphasize consistent coaching by managers.

Sales 106

Sales Coaching Marketing Scripts 106

Comm100

MARCH 8, 2017

Kate Nasser, otherwise known as the People Skills Coach™, offers anyone who happens upon her Twitter page a wealth of knowledge on topics such as how to increase your impact and how to create positive customer experiences. Free Download] 120+ Ready-to-Use Live Chat Scripts for Both Sales and Customer Service. Kate Nasser. KateNasser.

Customer Service 0

Customer Service Chief Customer Officer Customer centricity Scripts 0

SharpenCX

MARCH 3, 2020

Eventually, the receptionist takes your paperwork, you’re led to a desk, handed a headset and script, and you’re told — get to work! Download Now: Learn how to better coach agents with 29 tactics and facts, starting with onboarding new employees. Do you have the ability to add a line, onboard a new agent, and coach them on day one?

Contact Center 86

Contact Center Coaching Call Center call center software 86

SharpenCX

NOVEMBER 5, 2020

Putting in the time to coach and train your team ensures you stop bad agent habits in their tracks. With so much to do, it’s tough to find the headspace, let alone the time, to think through how to coach your agents regularly. Agent scorecards are feedback tools to help you put intention behind your coaching moments. .

Average Handle Time 67

Average Handle Time Coaching Calibration Feedback 67

JustCall

OCTOBER 18, 2019

After interviewing leading real estate agents and coaches. Along with leads, you can cold call to expired and FSBO listings( Go to #13 for proven cold calling script for converting FSBO prospects ). You can also use pre-written scripts that can be displayed while you are on the call and save notes while you are on the call.

Real estate 89

Real estate Scripts CRM Sales 89

Fonolo

SEPTEMBER 30, 2022

While product knowledge, scripts, and protocols are important parts of training your agents, neglecting call center soft skills can affect your call center’s performance. While scripts are great for unifying company messages and standardizing the customer experience, reading lines verbatim may come across as cold and robotic.

Call Center 81

Call Center Scripts Contact Center Gamification 81

Monet Software

JANUARY 15, 2019

If one reviewer grades a call at a 5 out of 10 for script adherence, and another grades the same call as an 8, you aren’t getting a clear picture of your current status. Create a small group of employees, preferably a combination of agents, managers, coaches, trainers and management – and give them a challenge to overcome.

Quality management 54

Quality management Management Scripts Contact Center 54

Outsource Consultants

JANUARY 16, 2025

Targeted Training and Development: Use QA findings to inform personalized coaching sessions and broader training initiatives. Regular surveys and focus groups can provide invaluable insights into what customers value most in their interactions with your brand. Actionable Feedback Loops: Provide timely, constructive feedback to agents.

Best practices 67

Best practices Contact Center First call resolution Average Handle Time 67