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

Contact Center Pipeline

FEBRUARY 6, 2018

There are coaches, trainers, sports medicine teams and a host of support staff helping to get the most out of their players to deliver results. On Super Bowl Sunday, we watch to see if our favored team will be the winner… or the loser. This sounds familiar to what we do every day in our […].

Contact Center 124

Contact Center Coaching Call Center 124

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

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

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

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

Myra Golden Media

NOVEMBER 20, 2019

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 185

Coaching Customer Care Customer Support Feedback 185

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

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 193

Customer Service Coaching Marketing Call Center 193

Myra Golden Media

JULY 31, 2019

According to Newsweek magazine, the stress level of consumer services professionals is comparable to that of air-traffic controllers and police officers. In regards to your eLearning course, your coaching has immensely helped me with a few difficult calls these past three weeks. Anna Hoang, Customer Support Specialist I, Vertafore. “

Coaching 166

Coaching Customer Care Customer Support Customer Service 166

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

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

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

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

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

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

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

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

CSM Magazine

DECEMBER 11, 2023

This can be achieved by rolling out training and development programs, offering coaching and mentoring, and providing opportunities for job shadowing and cross-functional experience. About the Author Ian Miller is Editor of Customer Service Manager Magazine – the leading resource and community for customer service professionals.

Contact Center 52

Contact Center Coaching Analytics Call Center 52

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 Surveys Education 149

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

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

CSM Magazine

JUNE 17, 2024

Zenarate’s AI Coach platform has successfully reshaped the training and development methodologies and practices for contact center agents worldwide. As always, it reflects the dedication and hard work everyone has committed to our AI Coach platform,” said Brian Tuite, co-founder and CEO of Zenarate.

Technology 52

Technology Coaching Healthcare Enterprise 52

Integrity Solutions

MAY 26, 2022

With the onset of the pandemic, remote work and disruption put a strain on controls, training and in-person management and coaching. This is a critical component of what we have always believed strong coaching and sales leadership cultures must include. Of course, 2020 was a significant and uniquely challenging year for many reasons.

Sales 52

Sales Morale Coaching Surveys 52

CSM Magazine

MAY 2, 2024

Zenarate, a leading SaaS provider of AI-powered skill-based learning and development for customer-facing agents, today announced the next generation of their personalized AI Coach platform. ” Hundreds of global enterprises trust Zenarate AI Coach to develop confident, top-performing customer-facing teams. .

Gamification 52

Gamification Coaching Scripts SaaS 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

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

Education Services Group

OCTOBER 25, 2022

Chris Hicken (CH): The way that I would coach CS people to talk to their CFOs is to start by looking at the unit economics of the business. We just published a new magazine called Product Market Fit. Marley’s chapter is chapter number eight on Digital CS, and we had 40+ people from the community help write this magazine.

Marketing 52

Marketing Sales Customer centricity Coaching 52

CSM Magazine

AUGUST 31, 2023

Provide training and coaching: Regular training and coaching can help agents improve their skills and knowledge, which can help them handle calls more efficiently. About the Author Ian Miller is Editor of Customer Service Manager Magazine – the leading resource and community for customer service professionals.

Call Center 52

Call Center Customer Experience Upselling Scripts 52

CSM Magazine

AUGUST 7, 2020

Customer service skills may be similar from job to job, but managers with these 5 habits excel at motivating, communicating and coaching their teams. Ian Miller is the Editor of CSM Magazine – the leading resource and community for customer service managers and professionals. About the Author.

Customer Service 59

Customer Service Management Brand ambassadors Morale 59

CSM Magazine

AUGUST 15, 2022

With the pendulum swinging back to the human-led conversation, AI is increasingly top of mind for employees, trainers, and coaches to improve training effectiveness and certify employees to deliver superior customer conversations and experiences. The pendulum is finally swinging back from hyper-automation to human-led conversation.”.

Customer Service 93

Customer Service Coaching Best practices Contact Center 93

CallSource Insights

DECEMBER 12, 2019

An earlier version of this article was originally published by Digital Dealer Magazine and can be viewed here. With a service BDC, you will have more effective phone calls by training and coaching employees on phone skills. Improve your BDC. Whether or not you have a BDC, phone skills are important to sell more cars.

Automotive 52

Automotive Coaching Best practices CRM 52

RapportBoost

DECEMBER 2, 2018

Organizers cited the company’s Sales Coach product for its ability to boost live chat agents’ conversion rates and customer satisfaction scores while elevating productivity and job satisfaction. It’s an honor for our augmented intelligence platform to be recognized by industry leaders,” said Tony Medrano, Co-Founder and CEO of RapportBoost.

Enterprise 40

Enterprise Average Handle Time Coaching Contact Center 40

CSM Magazine

NOVEMBER 2, 2023

” “We are thrilled to partner with Foundever and bring AI Coach to thousands of agents to ensure exceptional customer experiences for global brands,” said Brian Tuite, co-founder and CEO of Zenarate. To learn more about Zenarate’s AI Coach and its potential applications, visit www.zenarate.com.

Customer Experience 52

Customer Experience Coaching Telecommunications First call resolution 52

CSM Magazine

OCTOBER 25, 2023

The HR team should include training resources such as online modules, webinars, workshops, and coaching sessions. Assign Mentors or Coaches: Mentors or coaches can provide valuable feedback and guidance that can accelerate the assimilation of new hires.

Customer Service 52

Customer Service Coaching Best practices Feedback 52

CSM Magazine

JULY 3, 2017

Your agents want: coaching that actually improves their performance. Secondly, leading performance management systems will include automated coaching workflows and coaching tools that are tied to the organization’s specific key performance indicators, helping managers provide the most targeted and effective coaching possible.

Customer Service 44

Customer Service Coaching Gamification Sales 44