ShepHyken

DECEMBER 27, 2021

Magazine) “Embrace customer complaints” is probably a cringe-worthy idea to some of you. Several great strategies are mentioned here, from something as simple as helping to eliminate repetitive tasks to real-time coaching to help manage the interaction between the agent and the customer.

Customer Service 191

Customer Service Coaching Marketing Call Center 191

CSM Magazine

MAY 29, 2024

They leave because their managers and supervisors are not coaching, nurturing, recognizing, or motivating them. In a nutshell, as a Customer Service Manager you must become a coach. They don’t leave because they want more money or better benefits. They don’t leave because they don’t like their jobs or their coworkers.

Coaching 105

Coaching Customer Service Employee engagement Surveys 105

Virtual Live Labs

SEPTEMBER 30, 2020

Leaders and employees noticed that the processes of engagement, like training and coaching, just didn’t work anymore. Yes, there are video conferencing platforms that engage employees for team meetings and coaching, but the brick-and-mortar feeling is gone. Employees have team meetings, round tables and coaching sessions.

Coaching 130

Coaching Contact Center Employee engagement Accountability 130

Virtual Live Labs

SEPTEMBER 30, 2020

Leaders and employees noticed that the processes of engagement, like training and coaching, just didn’t work anymore. Yes, there are video conferencing platforms that engage employees for team meetings and coaching, but the brick-and-mortar feeling is gone. Employees have team meetings, round tables and coaching sessions.

Coaching 130

Coaching Contact Center Employee engagement Accountability 130

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. According to Newsweek magazine, the stress level of consumer services professionals is comparable to that of air-traffic controllers and police officers.

Coaching 156

Coaching Customer Support Call Center Customer Care 156

Call Center Weekly

DECEMBER 13, 2017

Beverly Mahone is a veteran journalist, author, coach, and professional speaker. She has written for or been covered by the Huffington Post, Forbes, and Newsweek magazine. Just because someone has been with the company 20 years doesn't mean they an edge on those who started a year ago.

Coaching 149

Coaching Employee engagement Education Surveys 149

CSM Magazine

OCTOBER 14, 2024

Time Efficiency Everyone can relate to the dragging hours in a waiting room, flipping through vintage magazines, and watching the clock tick away time. This approach feels like having a personal health coach, keeping you informed and inspired about your health journey.

Healthcare 52

Healthcare Customer Service Coaching Personalization 52

Call Center Weekly

SEPTEMBER 11, 2017

Beverly Mahone is a veteran journalist, author, coach, and professional speaker. She has written for or been covered by the Huffington Post, Forbes, and Newsweek magazine. When they are done talking, summarize what you’ve heard and ask any questions to further clarify their complaint. F inally, give people MORE than they expect.

Customer Service 143

Customer Service Call Center Coaching Enterprise 143

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. This is especially helpful when bringing new agents up to speed or helping more experienced agents through a difficult call.

Call Center 117

Call Center Technology Gamification Coaching 117

Integrity Solutions

NOVEMBER 13, 2020

While most healthcare sales leaders already know how to manage and balance the two, the distinction here is that they have to be able to coach their teams to do the same. Coaching Healthcare Sales Reps to Excel. Are your sales leaders prepared to manage and coach their teams effectively in this rapidly changing and tumultuous time?

Healthcare 108

Healthcare Sales Coaching Customer centricity 108

CSM Magazine

MAY 13, 2024

How Coach Support Helps Achieve Service Goals Guiding agents through learning both the why behind their objectives and mastering ways to reach these aims turns potential into performance. Here are several ways in which targeted coaching can connect directly to enhanced SLA fulfillment: 1.

Service level 52

Service level Coaching Metrics Feedback 52

BlueOcean

OCTOBER 4, 2021

Once upon a time, we could count the number of subscriptions we had on one hand (the newspaper, a magazine or two, and that trusty gym membership). These days, we’ve lost count (Netflix, Amazon Prime, Spotify, Stitch Fix, Costco, Blue Apron, Hulu, BarkBox, plus the usual magazines, gym memberships, and more).

Customer Experience 77

Customer Experience Coaching B2C Customer Care 77

CSM Magazine

AUGUST 17, 2023

Many groups rely on renting private vehicles like coach buses or shuttle buses to move everyone together efficiently. While coach buses and shuttles both offer solutions for group travel, there are notable differences in terms of size, amenities, costs, and ideal use cases.

Transportation 52

Transportation Coaching Entertainment 52

CSM Magazine

OCTOBER 18, 2023

Zenarate expands its AI Coach language capabilities to 79, the most in the industry, and adds new agent feedback reporting for AI simulation training. The company’s AI Coach platform now supports 79 languages, the most options in the industry.

Coaching 59

Coaching Feedback Telecommunications First call resolution 59

Steve DiGioia

JULY 31, 2017

Forbes magazine contributor Carmine Gallo explained, “Your customers will only tell you what they think they need, but how you meet their unexpressed needs makes all the difference.” Menlo Coaching suggests it manifests in the decision to tell bad news some of the time. Listen Customers rarely come before their need is urgent.

Coaching 100

Coaching Sales Customer Experience 100

CSM Magazine

APRIL 24, 2023

A life coach is a person who, based on a person’s current life situation and values, helps create direction and guide them on their way of meeting positive goals in their personal and professional life. In fact, there are around 23,823 life coaches in the US alone. In fact, there are around 23,823 life coaches in the US alone.

Coaching 52

Coaching Personalization Management Technology 52

CSM Magazine

DECEMBER 14, 2023

Zenarate, the leader in AI Simulation Training for customer-facing agents, has announced the expansion of its AI Coach platform with the launch of Call Analyzer. For the first time, contact center leaders can seamlessly connect new agent training with live agent assessment and ongoing coaching on one comprehensive platform.

Coaching 52

Coaching Telecommunications First call resolution Contact Center 52

Customer Guru

AUGUST 21, 2018

John is an “Ex-Disney Guy” and Customer Experience Coach. Apart from being an author, Kerry is also a renowned speaker and an insightful coach. He has worked with and coached senior managers at leading brands in North America. John Formica Follow @JohnFormica. Kristina Evey Follow @KristinaEvey. Nienke Bloem Follow @NienkeBloem.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

CSM Magazine

MAY 22, 2024

.” The report sheds light on the latest developments in Contact Center Workforce Optimization (WFO), Workforce Engagement Management (WEM) and how Zenarate AI Coach is uniquely designed to support these vital strategic initiatives.

Coaching 52

Coaching Contact Center contact center workforce Gamification 52

CSM Magazine

FEBRUARY 1, 2022

Calabrio, the customer experience intelligence company, today announced its new coaching solution for agent performance management, Calabrio Performance Coaching. Identifying individual or team skill gaps allows leaders to better offer coaching and support to agents that need it.

Coaching 52

Coaching Gamification Customer Service Quality management 52

Toister Performance Solutions

MARCH 22, 2018

How Magazines Derailed a Catalog Twenty years ago, I supervised the call center training team for a retail catalog company. Our vice president of customer service one day announced a partnership with a magazine subscription company. The magazine money seemed like an easy fix.

Coaching 55

Coaching Call Center Sales Management 55

BlueOcean

OCTOBER 4, 2021

Once upon a time, we could count the number of subscriptions we had on one hand (the newspaper, a magazine or two, and that trusty gym membership). These days, we’ve lost count (Netflix, Amazon Prime, Spotify, Stitch Fix, Costco, Blue Apron, Hulu, BarkBox, plus the usual magazines, gym memberships, and more).

Customer Experience 62

Customer Experience Coaching B2C Customer Care 62

CSM Magazine

JULY 19, 2024

The new tool unites key features including call coaching, smart follow-ups, and action plans to create personalized conversations with leads. Magazine’s Best Places to Work list. By merging generative and conversational AI, they’ll be able to bridge the gap between connection and conversion like never before. The objective?

Personalization 52

Personalization Coaching Marketing Sales 52

Amity

OCTOBER 31, 2016

Almost immediately, we started to scale the team to enable us to be more proactive to ensure we were able to do all the things that Customer Success does best: onboarding, coaching, renewals, upsell, support, and services. We made the decision to split the team into onboarding, coaching, support, and eventually, to add a services component.

Coaching 0

Coaching Upselling Engineering Marketing 0

CSM Magazine

JULY 25, 2019

To significantly improve team performance, coaching offers a new role for today’s managers. Good coaching requires day to day engagement with employees to give assistance as needed. They argue that, “a management paradigm based on coaching can readily out-perform a management paradigm based on control.”

Coaching 40

Coaching Feedback Education Management 40

CSM Magazine

DECEMBER 5, 2024

The Verint CX/EX Scoring Bot delivers a unique approach to measuring the human experience,” says Josh Feast, Verints general manager, AI-powered Real-time Coaching. . “You cant improve what you dont measure.

Contact Center 52

Contact Center Coaching Enterprise Surveys 52

CSM Magazine

MAY 16, 2024

Customer Psychology Coaching Understanding the psychology behind customer behaviors can equip team leaders with the insights to address customer needs proactively and personalize the support experience. Coaching or courses in customer psychology can be surprisingly beneficial.

Customer Support 52

Customer Support Coaching Construction CRM 52

CSM Magazine

MARCH 28, 2025

Talk About It Discussing your feelings of imposter syndrome with a trusted peer, mentor, or coach can provide relief and perspective. Don’t be afraid to take advantage of these. Great leaders recognize that learning is a continuous process.

Customer Service 52

Customer Service Management Morale Feedback 52

CSM Magazine

MARCH 27, 2025

Use call recordings and performance reviews to identify areas where team members need additional coaching. Enhance Agent Training Develop a robust onboarding program and offer ongoing training to ensure agents master both product knowledge and soft skills, such as empathy and active listening.

Contact Center 52

Contact Center Interactive Voice Response Average Handle Time Wait times 52

CSM Magazine

AUGUST 3, 2021

On August 9, Balto will be revealing two products that will revolutionize the way you score and coach calls. This is for you if: You’re tired of randomly sampling a fraction of calls. Your QA software (spreadsheet?) takes a PhD to understand. Your team is spending way too much time finding coachable calls.

Coaching 40

Coaching Contact Center Customer Service 40

Amity

JANUARY 11, 2018

We have a Product Coach Team, a Tier 2 Support Team, and a Support Team. Then, we noticed that product coaching impacted our abandon rate greatly. We decided to dedicate 2 people to full-time product coaching. Can you tell us about your responsibilities at Jobber? How do you keep on learning about Customer Success?

Abandon rate 94

Abandon rate Coaching Feedback Metrics 94

Callminer

SEPTEMBER 5, 2017

But when the whole month has a lot of calls which were of all different types, the quality report – which can identify potential gaps and required agent coaching or training – may be delayed by many days. In the mean time, she also loves writing articles in various inspiring categories for popular websites, forums, and e-magazines.

Call Center 140

Call Center call center software outsourcing Coaching 140

CSM Magazine

JANUARY 31, 2025

Modern Workforce Engagement Management solutions, powered by AI and analytics, enable organisations to move beyond basic scheduling to deliver personalised coaching experiences.

Customer Experience 52

Customer Experience Coaching Analytics Technology 52

Callminer

FEBRUARY 21, 2018

He has held senior positions as editor and columnist of a bilingual edition of TIME magazine, authored a dozen books and served as a Chinese-to-English translator for clients including the Taipei Times, The China Post, Acer Inc. and the Office of the Mayor of Taipei. Formalize your QA process.

call center software 210

call center software Call Center Contact Center Interactive Voice Response 210

Avaya

NOVEMBER 10, 2016

This clever strategy is linked to a wider phenomenon known as “shine theory,” which was coined by magazine editor Ann Friedman. I look at my life in chapters, and within each one I’ve been lucky to have women present who supported and coached me in the areas I needed to develop most. This is long-term thinking, ladies.

Coaching 80

Coaching Personalization Marketing 80

GetFeedback

NOVEMBER 23, 2019

Benioff used the example of a Newsweek magazine cover titled, “ Can You Trust Your Toaster? ” . The Einstein Call Coaching Gain which identifies keywords in sales calls so managers can quickly understand trends like an increase in competitor mentions, or best practices from the top performing agents. . Why are they asking that?

Customer advocacy 19

Customer advocacy Sales Personalization Coaching 19

Quality Contact Solutions

DECEMBER 16, 2020

In fact, that very phrase made the number one spot in the Entrepreneur Magazine “ Top 5 Counterproductive Questions to Never Ask on a Cold Call ”. ” Managers believe that inserting that phrase into a script for agents to use helps build rapport. No, it doesn’t. It has the opposite effect. You don’t care how I am.

Telemarketing 97

Telemarketing Scripts B2B Call Center 97