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

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. For more information, visit www.zenarate.com.

Coaching 52

Coaching Contact Center contact center workforce Gamification 52

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

CSM Magazine

DECEMBER 3, 2024

Whether you’re managing tickets, tracking metrics, or offering omnichannel support, these Zendesk apps are game-changers. Playvox integrates directly with Zendesk to provide tools for quality assurance, performance monitoring, and agent coaching. With its detailed analytics, you’ll always know where to improve.

Customer Experience 52

Customer Experience Technical Support Coaching Sales 52

CSM Magazine

JUNE 28, 2022

AI Coach helps contact center leaders develop top-performing customer-facing teams with AI Conversation Simulation. Zenarate AI Coach helps leading brands develop top-performing customer-facing teams through AI conversation simulation. Zenarate’s AI Coach is used worldwide every day in over a dozen countries, including the U.S.,

Coaching 52

Coaching Contact Center Healthcare Scripts 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

Netomi

JANUARY 5, 2022

Mr. Ray helps CX and marketing leaders to launch and manage successful CX programs, gather and use voice of the customer (VoC) data more effectively, align CX metrics to the right leading indicators of success, and improve the use of customer journey maps and personas. You can find those stories here.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

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. What metrics do you watch closely? Can you tell us about your responsibilities at Jobber?

Abandon rate 94

Abandon rate Coaching Feedback Metrics 94

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

Callminer

SEPTEMBER 5, 2017

With a unique blend of marketing and communications experience coupled with a background in behavioral and situational analysis, she brings metrics-driven results and the ability to focus sales and marketing efforts in a direction that offers the highest potential for long-term, sustainable growth. Who is coaching the coaches?

Call Center 140

Call Center call center software outsourcing Coaching 140

Mindtouch

APRIL 17, 2017

We evaluated thousands of members within the Customer Success community and created a measurement that took into account a wide range of metrics including internet presence, influence, authorship, individual contributions, community engagement and participation. Alex Konrad , Forbes Magazine, Staff Writer, @alexrkonrad, LinkedIn.

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91

Cincom

MARCH 6, 2020

Neil Patel, writing for Entrepreneur Magazine cautions us, “As pervasive as the Pareto Principle may seem, however, it’s not a magic trick. Marketing automation systems facilitate the use of all these processes, and adding Pareto as a metric or control is a logical extension of the evaluation process associated with electing these choices.

Management 66

Management CRM Sales Metrics 66

Outsource Consultants

FEBRUARY 27, 2025

Advanced Analytics for Performance Tracking Performance tracking has evolved beyond basic metrics like average handling time. Training Magazine Network provides a platform for social learning and networking among global learning professionals. What are the key metrics Indian call centers focus on?

Call Center 67

Call Center First call resolution Average Handle Time outsourcing 67

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. The most important metric of any company is customer satisfaction and happiness. They separate ordinary from extraordinary customer service managers. Customers are always first.

Customer Service 59

Customer Service Management Brand ambassadors Morale 59

CSM Magazine

MAY 17, 2021

Why invest in coaching agents? CSAT (customer satisfaction) and CLV (customer lifetime value) are important metrics for contact centers, and directly correlate to investment in agent coaching. That’s because agent coaching methods don’t reflect that nuance. But coaching techniques haven’t yet been updated to match.

Customer Experience 59

Customer Experience Coaching Contact Center Average Handle Time 59

CSM Magazine

MARCH 3, 2022

Customer service departments build a culture of learning by enabling agents to practice, then share their best practice sessions with training managers and peers for open discussion and refinement of skills through human coaching.

Customer Service 94

Customer Service Banking First call resolution Best practices 94

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

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Can you describe a time when you coached a team member to turn an upset customer into a satisfied one?

Management 207

Management Customer Service Consulting Consulting 207

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

JANUARY 2, 2025

Blend initial sessions with ongoing coaching to keep empathy top of mind. By using customer feedback and tracking specific metrics, you can see just how empathy shapes the customer experience and drives your teams success. To track the impact of empathetic support, focus on metrics that go beyond resolution times or ticket closures.

Customer Support 52

Customer Support Scripts Healthcare Feedback 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

MAY 25, 2022

Zenarate AI Coach continues to transform how the world’s leading brands in financial services, BPOs, healthcare, travel, technology, and services industries use AI Conversation Simulation to develop top-performing agents in 12 languages around the world. Chat Reporting Analytics?-

Coaching 52

Coaching Healthcare Contact Center Scripts 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

JANUARY 2, 2025

Blend initial sessions with ongoing coaching to keep empathy top of mind. By using customer feedback and tracking specific metrics, you can see just how empathy shapes the customer experience and drives your teams success. To track the impact of empathetic support, focus on metrics that go beyond resolution times or ticket closures.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

CSM Magazine

JULY 3, 2017

It’s tempting to talk about success in terms of metrics, stats, costs, blah blah, but how much are you talking about the customer in day-to-day interactions? Alaska was able to turn this pain point into a competitive advantage by saving their customers time. Secret 3: Focus your team on what matters. About the Author.

Customer Service 78

Customer Service Airlines Coaching Benchmark 78

CSM Magazine

OCTOBER 10, 2023

Average handle time is an important contact centre metric but it can be a double-edged sword that creates customer dissatisfaction. So, is Average Handle Time (AHT) still a relevant metric and what does it mean for contact centres today? Understand that the problem is not empathy in itself but how it is coached.

Average Handle Time 59

Average Handle Time Agent burnout Coaching Finance 59

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Can you describe a time when you coached a team member to turn an upset customer into a satisfied one?

Management 182

Management Customer Service Consulting Consulting 182

CSM Magazine

SEPTEMBER 10, 2021

Training, coaching, legacy technology, and lack of career opportunities top the list of issues for agents along with handling irate customers. Training/Coaching. The call centre industry is metric driven with a culture of continuous improvement. Nevertheless, 78% of agents report metric manipulation. 21% Quotas.

Agent burnout 52

Agent burnout Coaching Entertainment Metrics 52

CSM Magazine

SEPTEMBER 13, 2024

Coaching and Mentoring : Personalized guidance can address individual development needs. Financial Metrics : Analyze the cost savings achieved through reduced errors or increased sales. Workshops and Seminars : These offer opportunities for interactive learning and networking.

Morale 52

Morale Metrics Feedback Coaching 52

CSM Magazine

DECEMBER 15, 2022

Focus on quick wins that bring instant value such as setting up proactive alerts and reach-outs, self-service, and online content enhancements, or coaching and policy changes. To do so, coach agents to match the customer’s pace, volume, and tone at the beginning of every conversation and slowly relax the intensity of each.

Coaching 52

Coaching Analytics Feedback outsourcing 52

CSM Magazine

OCTOBER 12, 2022

Why not offer individual or group coaching sessions where you together review telephone interactions of frustrated customers with agents? We maximise agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fuelled analytics, automated workforce management and personalised coaching.

Coaching 52

Coaching Upselling Analytics Customer centricity 52

CSM Magazine

APRIL 20, 2022

Using analytics for personalized performance coaching has been made easier by the introduction of AI enabled recording and tracking of 100% interactions and agent performance metrics. Reap the rewards of a connected enterprise – to grow, organisations need a 360 -degree view of their data.

Technology 52

Technology Coaching Analytics Enterprise 52

CSM Magazine

OCTOBER 24, 2023

Peckham fostered inclusivity through job training and leveraged Calabrio WFM to track assistance metrics. A touchpoint dashboard for each quality program gave teams access to specific performance coaching during monthly supervisor meetings. Improved scheduling exemplified the power of closing information gaps within the organisation.’

Coaching 52

Coaching Analytics Customer centricity Contact Center 52

Hodusoft

JUNE 7, 2024

In this blog, we have highlighted how call center management can be made seamless using call center software or contact center software while tracking essential metrics and executing standard call center management practices. Therefore, FCR becomes a crucial metric for customer relationship management. Let’s get started!

Best practices 52

Best practices Call Center Omni-channel support Management 52

CSM Magazine

AUGUST 16, 2024

To keep them ahead of the curve, provide the following: One-on-One Coaching Offer personalized support to help team members overcome challenges and reach their full potential. This can be done through regular coaching sessions or meetings to discuss their progress or address concerns. Are response times improving?

Technology 52

Technology Customer Service Coaching Feedback 52

CSM Magazine

APRIL 18, 2023

Re-assess performance metrics and coaching techniques to guide agents in delivering fast, efficient service with empathy. We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management, and personalized coaching.

Coaching 52

Coaching Analytics Contact Center outsourcing 52

CSM Magazine

AUGUST 4, 2021

What if the digital leader had a quick and easy way to share these insights with her colleagues in branches and the contact center to better empower branch employees, coach agents on this topic, and improve customer experiences? Jordan is a contact center agent who scores very well on metrics like average call time and first-call resolution.

Banking 52

Banking Customer Experience Customer Service Contact Center 52