ShepHyken
APRIL 22, 2020
I asked a manager about this and he gave me a great explanation. The short version is that when someone comes to work at Brio, they are taught to manage a number of these small details. This sets the tone for them to manage other details, even the ones they aren’t officially trained to manage. We lead, coach and teach.
CX Global Media
OCTOBER 10, 2018
Join her as she leads a seminar with Call Center Coach titled: How Do Your Call Center Supervisors Measure Up ? She also co-authored the series of textbooks used in the University of Phoenix Call Center Management curriculum. Jim Rembach is the President of Call Center Coach and Host of the Fast Leader Show podcast.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
CX Global Media
DECEMBER 23, 2020
The post 309: Bill Eckstrom – Coaching for Leaders and Managers appeared first on Customer Experience Strategy and Tactics. From that experience, Sean was able to learn to think on what his role is as a leader and what he brings to the table when he can't tell anybody to do anything of substance.
Myra Golden Media
JANUARY 16, 2019
One of the things I’m working on for you in 2019 is giving you tools to help you coach your employees and hold them accountable, so they’re positioned to deliver the best possible customer experience. Eliminate Your Fears and Doubts About Coaching. It’s time to get over your fears about coaching.
Speaker: Jim Rembach, President of Call Center Coach
Join us for this insightful webinar with Jim Rembach, President at Call Center Coach, and learn about the one fundamental shift that will drastically improve your contact center's success and open you up to a whole new world of possibilities! You have to obtain knowledge and learn from multiple sources to be successful.
Contact Center Pipeline
NOVEMBER 17, 2020
Now that call centers have transitioned to working from home, many managers and supervisors are finding coaching remotely to have its challenges. Managers often go into “survival mode” and put coaching on the back burner, or worse, turn to “command-and-control mode” in an effort to maintain business as usual.
Call Design
NOVEMBER 17, 2020
If you want to facilitate an environment for your contact centre agents to succeed, you need to start coaching. Coaching is a great way to encourage, enable, and empower your agents to not only want to be better at their jobs but perform better. Coach contact centre agents through role-play. Make feedback palatable.
Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager at SupportLogic
Traditional methods of agent coaching lack the ability to automatically analyze the unstructured data inside support interactions to identify opportunities for improvement and reward strong performance. Attendees will walk away with insight on the following: Critical components for coaching programs.
Advertisement
Contact center leaders understand that frontline agents need in-call guidance to manage complex calls and drive higher levels of employee and customer experience. Real-time agent assist technology is enabling leading contact centers to accomplish these goals.
Advertisement
When was the last time you took a step back and really examined the quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center.
Speaker: Dave Seaton CCXP, Founder & Principal at Seaton CX
But how do contact center leaders assess, manage, and coach agents to show empathy? Emotional Intelligence provides a framework for understanding and managing human emotions. Take away valuable exercises and job aids to coach agents and improve empathy skills in your contact center. Can empathy be taught?
Speaker: Melissa Pollock, Customer Success Officer, AmplifAI
With new technologies and emerging methods, managers must be both proactive and relevant in order to keep their agents engaged. This webinar will explore 4 strategies that contact center leaders can use to lead and coach their agents and supervisors to stay ahead of the productivity curve.
Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI
Setting aside the large costs involved in high rates of employee turnover that can result from lack of employee satisfaction and engagement, the positive results of good Workforce Engagement Management include increased performance and productivity as well as enhanced customer satisfaction and loyalty. What is Workforce Engagement Management?
Advertisement
A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.
Expert insights. Personalized for you.
350 
Let's personalize your content