CX Global Media

JUNE 26, 2018

I met with Justin Robbins at the Contact Center Expo and we shared some observations with each other on what is going on in the industry. Of course, we were unable to avoid discussing what’s going on with Artificial Intelligence in Contact Centers and what affect it is having – and may have on our industry. What do you think?

Contact Center 180

Contact Center Coaching contact center solutions Scripts 180

Beyond Philosophy

NOVEMBER 11, 2014

Here are some great examples from different environments of working with natural tendencies to achieve a desired outcome: An American football coach named Tony Dungy propelled one of the worst teams in the NFL to the Super Bowl by focusing on how his players habitually reacted to on-field cues.

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

Beyond Philosophy

NOVEMBER 7, 2016

McDonald’s also has text-to-win sweepstakes to win tickets and sidelines passes, lunch with one of the Eagles team players, dinner with coaches, and more, all season long. McDonald’s has also taken their relationship with the Philadelphia community a step further.

Transportation 419

Transportation Customer emotions Coaching Employee engagement 419

ShepHyken

DECEMBER 10, 2019

Be there to empower and coach your employees through those bad days. Automation fatigue” is settling in across industries. Quotes: “Model the behavior of your best employees and coach the rest of your employees to that behavior.” – Joel Makhluf. There needs to be a balance between humans and AI.

Coaching 263

Coaching Contact Center Analytics Call Center 263

Beyond Philosophy

DECEMBER 20, 2019

Yogi Berra, the New York Yankees Coach once said, “Predictions are hard, especially about the future.” I have been in the Customer Experience industry since before there was such a thing. What is Important in 2020? ” Predictions can be difficult; it is true.

Coaching 317

Coaching Customer retention Consulting Consulting 317

Beyond Philosophy

JANUARY 28, 2015

I tried to coach her on saying no in a positive way, but she couldn’t adjust her ways. Personally, I value people who challenge me in a positive way… this means not just saying “Yes!” I had to fire a person whose default was “Yes!” Because she just said yes to everyone and then didn’t deliver on these. Indiscriminately default to “No!”

Customer emotions 366

Customer emotions Customer centricity Consulting Consulting 366

3CLogic

DECEMBER 17, 2024

The contact center industry is constantly evolving. Investments in EX, including AI Coaching, real-time feedback, etc., AI Coaching empowers agents with in-the-moment feedback, encouraging and discouraging behaviors as they happen. In fact, Gartner predicts Conversational AI alone will reduce labor costs by $80 billion by 2026.

Contact Center 98

Contact Center Self service Coaching Benchmark 98

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. Stephanie is an advocate of employee empowerment and dynamic leadership. New York Times ?

Coaching 314

Coaching Personalization Customer Service Management 314

CX Global Media

AUGUST 1, 2019

As Artificial Intelligence continues to pour its way into the contact center industry, I suspect there will be more opportunities for you to supercharge your KPIs. Ken Goldberg : Yeah, well it’s really all about driving the frequency and the effectiveness of the coaching. The first part is gathering all that data.

Contact Center 229

Contact Center Coaching Average Handle Time Metrics 229

COPC

SEPTEMBER 21, 2023

This article is the first in a series that aims to take on frequent issues related to performance improvement, simplify the topic and make it relatable, drawing connections to our industry and only afterward delving into the mathematical aspects. So, why do we care, or what does this have to do with coaching CSAT?

Coaching 87

Coaching Contact Center Surveys Metrics 87

ShepHyken

AUGUST 6, 2019

The rate of change in all industries is faster than ever, and it happens continuously; if you fall behind, you’ll lose customers. About : Jeff Gothelf works as a coach, consultant, and keynote speaker. Use the concept of “sense and respond” when delivering your customer service and experience.

Customer centricity 299

Customer centricity Coaching Consulting Consulting 299

Beyond Philosophy

APRIL 5, 2019

In this episode of The Intuitive Customer podcast, we spoke with three-time best-selling author, coach, and conference speaker Marilyn Suttle. Many have also earned awards in their industry. She helps leaders and teams make subtle shifts to create breakthrough success for customers.

Coaching 281

Coaching Employee engagement Best practices Consulting 281

CX Global Media

MAY 24, 2018

As I was listening, I heard eight distinct skills she developed that enabled her to not only survive the most difficult job in the contact center industry, but to thrive in it. Adriana is a wonderful ambassador for the contact center industry and I hope we can retain her, so that someday she is able to win a Lifetime Achievement Award.

Contact Center 257

Contact Center industry standards Morale Call Center 257

CX Global Media

JUNE 13, 2017

Their primary role was to coach and develop, not to merely answer questions. With the hand raising feature of CaféX’s Supervisor Assist, contact centers can more easily enable live coaching and on-the-job training to elevate agent skillsets. Get ready to jump start your (leading practice) coaching and mentoring mindset today.

Coaching 226

Coaching Contact Center Call Center Technology 226

CX Global Media

DECEMBER 3, 2018

But don’t be complacent if other companies in your industry are not good at providing an excellent social media experience for customers. Here is an edited transcript of my CCW interview with Dan: Jim Rembach : Hey this is Jim with the Fast Leader Show and Call Center Coach and I’m here with Dan Gingiss. – Click to Tweet.

Customer Care 214

Customer Care Coaching Call Center Marketing 214

ShepHyken

NOVEMBER 20, 2020

By coaching to handle every situation amazingly well, you can improve reputation and get more sales/. He has 10+ years of experience in marketing and sales in the IT industry and enjoys sharing his knowledge with others. It can turn into hundreds of negative reviews and bad word of mouth, which spreads quicker than a wildfire.

Customer Service 371

Customer Service Chatbots Education Feedback 371

ShepHyken

JULY 12, 2021

Create a good coaching and training program. My Comment: Regardless of what industry you are in, respect and consistency are paramount to the success of your company. This article suggests three “projects” to consider. Even if you’ve already done any of them, they are the kinds of projects you resurrect every year or two.

Customer Service 330

Customer Service Entertainment Coaching Self service 330

ShepHyken

JUNE 25, 2021

a leading consulting service for the major voice of the customer (VOC) platforms, helping clients in a variety of industries. Annette Franz, CCXP is the founder and CEO of CX Journey Inc.,

Customer centricity 304

Customer centricity Coaching Consulting Consulting 304

CX Global Media

NOVEMBER 19, 2018

Change is hard, especially in the contact center industry. This is a problem since we’re facing one of the toughest industry transformational challenges we’ve ever encountered with increasing contact channels, multi-generational workforce, moving to the cloud, Artificial Intelligence, remote work and mobile devices (to name but a few).

Contact Center 233

Contact Center Coaching Benchmark Call Center 233

CX Global Media

JULY 17, 2018

Make no mistake, Call Center Coach is not only the name of our business — it’s an industry need. According to an Executive Priorities report from Strategic Contact , coaching is the number one priority in contact centers. In many circles, the thought of coaching is about supervisors coaching agents.

Contact Center 179

Contact Center Coaching Construction Call Center 179

CX Global Media

FEBRUARY 6, 2019

For years I fell into a trap that I see many in the contact center industry fall in to. Here is an edited transcript of my interview with Alon Wolks: Jim Rembach : Hey this is Jim the Fast Leader Show and Call Center Coach and I’m here at CCW with Alon Walks of Kustomer. appeared first on Call Center Coach. I’m cursed.

Contact Center 270

Contact Center B2C Coaching Call Center 270

CX Global Media

OCTOBER 22, 2018

Jim Rembach is the President of Call Center Coach and Host of the Fast Leader Show podcast. He is a frequent speaker at industry events and is a featured contributor to Customer Think, ICMI, Contact Center Pipeline, CCW Digital, and has been published and referenced in numerous trade publications and articles.

Employee engagement 45

Employee engagement Contact Center Morale Coaching 45

CX Global Media

SEPTEMBER 5, 2018

I’ve been very fortunate to have gained different perspectives in the contact center industry. I’m so grateful for my frontline experience, but I also realize that since those days, I’ve been able to experience a significantly broader perspective on the entire industry. Here is an edited transcript of my interview.

Best practices 174

Best practices Contact Center CCNG Coaching 174

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

CX Global Media

OCTOBER 15, 2018

We are living in a time where entire industries are being reshaped with old-school routine business models being rendered useless in favor of more agile people, plans and processes. Industry Insight. Innovation only occurs through the capture of industry insight, reflection and new idea generation as a process. Time to Thrive.

Contact Center 269

Contact Center Morale Call Center Metrics 269

CCNG

MAY 27, 2021

Understanding the best path to follow, with the fluidity of the contact center industry, can be a daunting task. Bring in Expertise – Wealth of knowledge Although you are the expert on everything about your company, center and customer, an outside consultant can bring in expertise on industry best practices for a variety of workstreams.

Consulting 195

Consulting Consulting Contact Center Gamification 195

Beyond Philosophy

MARCH 22, 2019

It’s a well-used epithet by many coaching organizations—and not just for football. <!–more–> I once attended a conference for the CBI (Confederation of British Industries). I quite like that phrase and I believe it is the key to managing uncertainty in your business for your customers.

Management 240

Management Coaching Consulting Consulting 240

Callminer

APRIL 24, 2020

call center industry is alive and well. According to the data, the industry saw a total of 32,000 new positions added in Q1 2019, with several major companies expanding their call center operations. Not doing so risks losing valuable customers and call center talent in an industry that’s already known for high agent attrition rates.

Best practices 182

Best practices Call Center Coaching Schedule adherence 182

CX Global Media

AUGUST 27, 2018

In the contact center industry, our common practices are by no means what you want to follow – unless you want to be average. They must take all of the strategies, practices, procedures, culture, and metrics and convert them into outcomes by guiding, directing, delegating, supporting, teaching, and coaching the frontline agents.

Contact Center 174

Contact Center Surveys Coaching Call Center 174

CX Global Media

JULY 3, 2018

During our interview Nate shared some important current and future insights into the contact center industry and how you can make an impact. 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.

Contact Center 185

Contact Center Coaching Call Center Analytics 185

CCNG

JANUARY 25, 2023

That being said, the term Quiet Quitting may have crept into use to help mask the fact that, as a contact centre industry, we’ve not yet cracked how to engage our teams, particularly how to adapt our styles from a ‘bricks and mortar’ leadership approach to leading in a remote and hybrid world.

Call Center 195

Call Center Coaching Employee engagement Benchmark 195

CX Accelerator

JUNE 8, 2020

There are some added benefits to these meetings: Gain insight about industry trends. He goes on to highlight two key benefits of this practice: Identify current customer trends as they are happening. Learn about your competitors. Present your product roadmap and get valuable customer input. Build stronger relationships with key customers.

Surveys 345

Surveys Contact Center Consulting Consulting 345

TeleDirect

FEBRUARY 3, 2025

Provide regular feedback and coaching to improve skills. Keep agents informed about new industry trends and best practices. A: Through continuous training, real-time coaching, and feedback mechanisms to keep agents motivated and skilled. Explore Teledirects industry-leading solutions by visiting www.teledirect.com.

Call Center 62

Call Center Customer Service First call resolution outsourcing 62

Calabrio

FEBRUARY 26, 2025

Customer Experience The Link Between Customer Satisfaction and Employee Retention Share How Happy Employees Create Loyal Customers and Drive Business Success The contact center industry is plagued by high attrition rates, averaging around 32% and reaching as high as 60%.

Coaching 64

Coaching Gamification Employee engagement Morale 64

ShepHyken

DECEMBER 16, 2019

Almost every company in any industry can take advantage of the “Mobile Revolution” (as I like to call it). My favorite of these three points is number three on “micro-coaching.” One-to-one coaching from a manager is powerful. ” (And, not because it includes a quote from me.).

Customer Service 209

Customer Service Employee engagement Coaching Customer centricity 209

The Northridge Group

AUGUST 19, 2020

Let’s say you have a secure process in place, your wait times are acceptable, and you’re meeting many industry standards. Organizations that have transitioned from good to great stay away from solely coaching to the numbers and instead put more focus on improving behaviors. Clear coaching for continued development of staff.

Contact Center 145

Contact Center Coaching Call Center First call resolution 145

CX Global Media

JULY 19, 2018

So, if you think about traditional quality monitoring, where you have check boxes, I think that’s where the industry is getting it wrong. Each week, Jim introduces you to real folks (from the call center industry and beyond) with real stories of how they were able to get over the hump and lead themselves or others better…faster.

Contact Center 172

Contact Center Call Center Coaching Management 172