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

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

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

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

CSM Magazine

OCTOBER 14, 2024

It’s the power of personalized healthcare, and immediate attention, all bundled up in a few clicks. This virtual healthcare model delivers a unique, personalized experience, designed to align with your specific needs and lifestyle. Turning the hours of waiting room dread into minutes spent on your personal device.

Healthcare 52

Healthcare Customer Service Coaching Personalization 52

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. In other words, “in-person contact will remain an important tool in the sales rep toolbox. Coaching Healthcare Sales Reps to Excel.

Healthcare 108

Healthcare Sales Coaching Customer centricity 108

CSM Magazine

SEPTEMBER 9, 2019

Andrea Belk Olson investigates the topic of customer personalization and explains how it can add depth to your customer relationship building. It’s really fascinating to speak with organizations about their personalization strategies. But is this really personalization? The ROI will follow.

Personalization 45

Personalization industry standards Customer centricity Coaching 45

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

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

Call Center Weekly

SEPTEMBER 11, 2017

Once while working in a call center, I overheard a young person comment to another that she couldn't stand old people because they just couldn't get technology. Ironically, it was her role as the "tech expert" to help the person on the phone who "couldn't get it." Don’t take it personally. Smiles can be heard over the phone.

Customer Service 143

Customer Service Call Center Coaching Enterprise 143

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

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

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

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

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. Personalization A personalized experience is one of the best ways to enhance customer experience through inbound call centers.

Call Center 52

Call Center Customer Experience Upselling Scripts 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. percentage points over the past five calendar years. You absolutely can.

Sales 52

Sales Morale Coaching Surveys 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

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. The CS leader or Account Management leader needs to figure out the language to speak with this person to get what they’re looking for. The CFO is your ally. CH: Nice people also add value.

Marketing 52

Marketing Sales Customer centricity Coaching 52

CallSource Insights

DECEMBER 12, 2019

An earlier version of this article was originally published by Digital Dealer Magazine and can be viewed here. An unknowledgeable or busy person answering the phone isn’t going to leave a good first impression for your service department, and calls to voicemail might as well be written off as lost leads. Order necessary inventory.

Automotive 52

Automotive Coaching Best practices CRM 52

Quality Contact Solutions

DECEMBER 16, 2020

So, if that is the case, you have a narrow window to capture a person’s attention in any meaningful way. The golden rule is that “you have 30 seconds to buy the next minute of a person’s time” Do not waste it! Is the offer compelling to that person? No, it doesn’t. It has the opposite effect.

Telemarketing 97

Telemarketing Scripts B2B Call Center 97

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

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

SEPTEMBER 14, 2023

The 2023 report ranks 12 vendors offering products that address the key elements of agent management, including quality management, workforce management, interaction analytics, and performance coaching. Our success is fueled by our customers’ success.

Management 59

Management Coaching Contact Center Customer centricity 59

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. Whether in-person, on the phone, or over email, it’s about conveying enough information to satisfy the customer without giving too much information that may be at cross-purposes.

Customer Service 59

Customer Service Management Brand ambassadors Morale 59

CSM Magazine

OCTOBER 10, 2023

What is more, 80% of consumers expect to solve their complex problems by speaking to just one person and yet between hold times, hand-overs, and ill-equipped agents, over half claim their interactions with support staff remain fragmented. 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

CSM Magazine

JUNE 23, 2022

The results are superior analytics and reporting, precise coaching suggestions, and a meticulous understanding of the voice of the customer,” added Namie. ASAPP states that AutoTranscribe supports both live call streams and call recordings —plus redaction of personally identifiable information data (PII).

industry standards 96

industry standards Benchmark Coaching Analytics 96

CSM Magazine

MAY 12, 2022

Personal and organisational growth go hand in hand. In this third and final part of the series, I’ll delve a little deeper and explore the more subtle elements of wellbeing as a means to promote personal and organisational growth. Performance coaching – ‘out of sight’ should definitely not mean ‘out of mind’.

Coaching 59

Coaching Analytics Chatbots Self service 59

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.

Technology 52

Technology Customer Service Coaching Feedback 52

CSM Magazine

FEBRUARY 7, 2024

.” Rather than focusing on traditional training equipment, the sponsorship from Sabio – a global tech firm which has a major operation in Glasgow – is enabling Busby Girls to leverage analytics and AI for both performance improvement and personal development.

Coaching 52

Coaching Analytics Technology Customer Experience 52

CSM Magazine

JUNE 8, 2018

These solutions provide every contact center employee with a personalized dashboard and are used to optimize scheduling, automate repetitive tasks, and provide both back and front office visibility, among other applications. WFM benefit #4: showing agents their skills and expertise are valued. About the Author.

Contact Center 45

Contact Center Technology Coaching Gamification 45

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. Learning how to exploit those commonalities still requires training and coaching skills, but Pareto can help you identify what to look for. “Rule” is probably not a good word to use for Pareto.

Management 66

Management CRM Sales Metrics 66

CSM Magazine

SEPTEMBER 13, 2024

Coaching and Mentoring : Personalized guidance can address individual development needs. Workshops and Seminars : These offer opportunities for interactive learning and networking. eLearning : Online courses provide flexibility and can be cost-effective for large groups.

Morale 52

Morale Metrics Feedback Coaching 52

CSM Magazine

APRIL 25, 2023

Spotlight Personal Strengths Personal traits and strengths can drive behaviours that can result in positive customer outcomes such as enhanced customer satisfaction ratings, greater customer loyalty and ultimately, new sales. Then sit back and watch personal belief, performance, and engagement levels soar.

Analytics 52

Analytics Coaching Benchmark Contact Center 52

CSM Magazine

JULY 26, 2023

Modern app-based self-service tools encourage high levels of self-awareness so if an agent knows they aren’t a morning person, their preference may be more afternoon or evening shifts. Combine them with AI-driven self-service tools such as Chatbots providing virtual personal planners for agents. This would roughly equate to 12.5

Self service 52

Self service Coaching Chatbots Analytics 52

CSM Magazine

OCTOBER 24, 2023

A touchpoint dashboard for each quality program gave teams access to specific performance coaching during monthly supervisor meetings. 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 Customer centricity Contact Center 52

CSM Magazine

JULY 19, 2023

Every week, agents schedule 4,700 breaks and 1,100 holiday requests using Calabrio’s self-service app while team managers utilise the WFM software to arrange 1,700 offline activities such as meetings, 1-2-1 sessions, and ‘return to work’ coaching for example, after parental leave or a career break.

outsourcing 52

outsourcing Coaching Self service Customer centricity 52