ShepHyken

NOVEMBER 25, 2016

In the hotel handbook I noticed a letter from the Hotel Manager saying their “customer service policy is to do everything they can to maintain the relationship with that guest long after they leave.”. She is a Conference and Workshop Presenter, Executive Coach and Author based in Australia. Gotta love this business!

Morale 288

Morale Coaching Customer Service Customer Experience 288

Toister Performance Solutions

FEBRUARY 21, 2025

Workshop planning tool Contact LinkedIn Learning for pricing and subscription options if you don't already have access. Use the Workshop Planner to create an action plan. Start by reviewing the overall goal for the training that you identified on the Workshop Planner. How did you manage expectations with an internal customer?

Coaching 83

Coaching Best practices Feedback Customer Service 83

Interaction Metrics

NOVEMBER 21, 2024

For example, (depending on the kind of company you are) coaching agents to express statements like these can move the needle on interaction quality significantly: “Thanks for placing an order with us today; all of us at (Company Name) truly appreciate your business!” “I’m glad we could work together to get this resolved.

Customer Service 62

Customer Service Metrics Journey mapping CRM 62

TeleDirect

APRIL 7, 2025

Soft Skills Training Soft skills are vital for building customer rapport and managing conversations effectively. Use Blended Learning Methods Combine online training, classroom sessions, role-playing, and real-time coaching for maximum retention. HIPAA, PCI-DSS) 2.

Call Center 62

Call Center First call resolution Best practices Gamification 62

ShepHyken

FEBRUARY 1, 2019

As a business owner, operations manager or stakeholder, it is common to invest time, effort and money into building a customer-centric human workforce to help execute a business strategy. – If it is apparent that the current customer experience isn’t ideal, intervene and provide coaching. Guess what? Demonstrate it.

Customer centricity 244

Customer centricity CRM Finance Coaching 244

Vistio

APRIL 30, 2025

10% formal learning: structured courses, workshops, or classroom training. 20% Social Learning Feature: Built-in feedback tools allow managers to score, annotate, and review practice sessions with agents. Advantage: Practice sessions can be scored, annotated, or discussed in coaching sessions.

Coaching 52

Coaching Contact Center Feedback Accountability 52

Steve DiGioia

DECEMBER 5, 2016

an independent research and publishing firm focused on customer-centric business management, and Founder/Editor-in-Chief of CustomerThink.com, the world’s largest community dedicated to customer-centric business. Kate Nasser, The People Skills Coach™ & President of CAS, Inc. Go to katenasser.com for more workshop information.

Customer centricity 264

Customer centricity Consulting Consulting Metrics 264

Beyond Philosophy

SEPTEMBER 5, 2024

Listen to the podcast: We often talk about empathy regarding Customer Experience Management. Today, we examine whether empathy is over-hyped and what it could do for your experience management efforts. Restaurants managed by people with emotional intelligence have grown their profitability by 22% annually.

Coaching 195

Coaching Call Center Education Personalization 195

CX Global Media

OCTOBER 15, 2018

If leadership training is provided, it’s typically provided via traditional classroom workshops or seminars that are known to deliver very low return on investment for leadership development, impact and learner interest. The post ALERT: Leadership Training for Supervisors Is Being Disrupted appeared first on Call Center Coach.

Contact Center 269

Contact Center Morale Call Center Metrics 269

Toister Performance Solutions

DECEMBER 12, 2024

Most managers I talk to picture a big, annual program. Full or half-day workshops disrupt your operation. Some managers look for specific opportunities for improvement. For example, a contact center manager I know planned a weekly quick-hit training around reducing escalations. Low retention.

Customer Service 124

Customer Service Coaching Contact Center Management 124

Real Blue Sky

NOVEMBER 25, 2024

Emotional Agility Series – Part 2: Cultivation Cultivate Emotional Agility in the Customer Experience Reflecting on my own experience from Part 1 of this series—where I encountered a front desk manager who lacked emotional agility—it became clear how a single failure to manage emotions can impact the perception of a brand.

Construction 52

Construction Morale Feedback Coaching 52

CX Global Media

AUGUST 14, 2018

We know that traditional approaches like multi-day workshops don’t build skills efficiently. Only a few forward-thinking contact centers have taken their learning and development forward by combining development with succession management. The post Contact Center Agent to Supervisor Success Path appeared first on Call Center Coach.

Contact Center 180

Contact Center Call Center Coaching Surveys 180

Myra Golden Media

MARCH 18, 2020

Years later, as a call center manager, challenging customers and frequent escalations forced me to search for reliable approaches to delivering bad news and de-escalating intense interactions. We’ve taken Myra’s onsite De-escalation Workshop and shrunk it down to a 30-minute high-impact interactive online class!

Coaching 156

Coaching Customer Support Call Center Customer Care 156

Calabrio

APRIL 11, 2025

Workforce Management From Onboarding to Excellence: Your Contact Center Training Guide for 2025 Jump ahead What is Contact Center Training? This nesting phase can include supervisors, evaluators, or dedicated coaches providing immediate feedback, guidance, and support to reinforce learning and help build confidence.

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

CX Global Media

DECEMBER 28, 2017

Coaching is the #1 agent experience focus for 2018. He’d put people through workshops and help them individually learn the skills of change but they get back to the organization or get back to the team and they’re not changing and so their motivation runs out. The inside-out and the outside-in approach. But which one?

Contact Center 159

Contact Center Coaching Customer centricity Customer effort 159

Fonolo

JANUARY 31, 2023

Instead, it’s helpful to think of it as regular part of your workforce management. Simply put, call center training is any course, seminar, video, coaching session, or other activity that teaches the skills and behavior required for success in a call center. Include workshops and group activities as much as possible!

Call Center 141

Call Center Contact Center Coaching Gamification 141

CX Global Media

AUGUST 7, 2018

We know that traditional approaches like multi-day workshops don’t build skills efficiently. Learners and managers may perceive that the change is unnecessary. The post [INFOGRAPHIC] Accelerated Skill Development for Contact Center Supervisors appeared first on Call Center Coach. – Click to Tweet.

Contact Center 174

Contact Center Coaching Call Center Personalization 174

Customer Service Life

DECEMBER 18, 2018

Customer service and experience leaders are line dancing between taking care of their team and checking off the pile of projects with a flying unicorn from their favorite project management to-do list. 1:1 Coaching . I’m giving away free 60-minute coaching sessions. Self-care sounds much too exhausting at this point.

Contact Center 105

Contact Center Personalization Coaching Customer Service 105

Beyond Philosophy

DECEMBER 19, 2020

To summarize it, the book is about how Customer Experience exists within an ecosystem, and policies and procedures to manage it are not enough. To have happy employees, you need to manage stress, whether it’s yours or theirs. Dr. Mohan coaches leaders and mentors about their health, as well as the health of their teams.

Consulting 248

Consulting Consulting Management Coaching 248

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. Get in the game. Make the workplace fun again. Real-time self-monitoring.

Call Center 117

Call Center Technology Gamification Coaching 117

Kayako

AUGUST 27, 2015

Tim Dobson , Community Manager at Bytemark, remembers his most difficult moments in support were from teachable moments that came too late. These are methods worth highlighting: Hold team workshops and role playing sessions. It’s coaching that sticks while things are still fresh in your mind. Click To Tweet. says Joshua.

Customer Support 105

Customer Support Coaching Feedback Engineering 105

TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Call Center Weekly

OCTOBER 5, 2018

So don’t include the ones that come standard with every other “Core Values Workshop” mindset. How well your staff lives by and exemplifies the core values of your company should be coached and rewarded. Get to the Core Values that really mean something in a truly non-generic way. Let’s assume those as a given.

Customer Experience 143

Customer Experience Coaching B2B Personalization 143

Integrity Solutions

AUGUST 24, 2022

While online training and workshops can be effective delivery mechanisms for information and knowledge, the real impact only comes when you’re able to turn that knowledge into daily behaviors. What they don’t always recognize is that it’s something that can be developed through effective training and coaching.

Sales 85

Sales Coaching Calibration B2B 85

Taylor Reach Group

MARCH 20, 2020

Mental health has long been stigmatized and many managers are uncomfortable dealing with this topic. Provide free or subsidized lifestyle coaching, counseling, or self-management programs. Create and maintain dedicated, quiet spaces for relaxation activities.

Contact Center 105

Contact Center Consulting Consulting Coaching 105

CX Global Media

JULY 11, 2019

We know that traditional approaches like multi-day workshops don’t build skills efficiently. About David Hadobas : David started CCNG in 1991, recognizing limited resources for information among contact center /customer care management. Kate Nasser The People Skills Coach™ & Author of Leading Morale.

Contact Center 120

Contact Center CCNG Morale Coaching 120

Kristina Evey

APRIL 28, 2015

Interested companies gather a little information, talk about it from time to time, hire a consultant, might spend a little money for a workshop or training session, and believe that they are on the right track.

Customer Service 113

Customer Service Coaching Consulting Consulting 113

Lumoa

JANUARY 31, 2023

Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing, and acting on customer feedback, you’ll be able to improve customer experience altogether. In This Article: Why do you need Customer Experience Management?

Customer Experience 165

Customer Experience Customer centricity Metrics Feedback 165

AWS Machine Learning

APRIL 26, 2023

You may have gaps in skills and technologies, including operationalizing ML solutions, implementing ML services, and managing ML projects for rapid iterations. Experienced AWS subject matter experts will guide and coach you through this preparation leading up to the EBA party. He is passionate about accelerating customers’ ML journeys.

Engineering 116

Engineering Government Accountability Technology 116

Fonolo

JUNE 17, 2015

Call center training is any course, seminar, video, coaching session or other activity that teaches the skills and behavior required for success in a call center. Handpicked related content: 5 Creative Ways to Manage Agent Shortages in Your Contact Center. Agents (and management too!) Mentoring or coaching. One-on-One.

Call Center 96

Call Center Gamification Coaching Contact Center 96

CrazyCall

APRIL 9, 2019

Before joining Salesforce she spent decades in various sales and leadership positions, managing both start-up and Fortune 500 sales organizations, including Gartner. Alice Heiman is a sales coach and internationally renowned sales expert who demonstrates business owners and SMBs how to generate leads, handle objections and close more deals.

Sales 133

Sales Consulting Consulting Coaching 133

Integrity Solutions

APRIL 20, 2023

In fact, in every Integrity Coaching workshop I facilitate, I’ll ask coaches, managers and leaders this simple question: Elisa Matthews “Have you ever asked someone to try something new, clearly articulated a goal or provided training in a particular skill, and yet the person just doesn’t do it ?

Sales 72

Sales Coaching Personalization Morale 72

CSM Magazine

MAY 16, 2024

Workshops and courses focusing on leadership principles , conflict resolution, and team motivation strategies can empower leaders to manage their teams more effectively. Communication Workshops Excellent communication skills are the bedrock of effective customer support.

Customer Support 52

Customer Support Coaching Construction CRM 52

360Connext

AUGUST 14, 2017

This can be done through executive coaching, workshops, or as part of a more intensive Customer Experience Investigation™ program. Get in touch to schedule a coaching session with Jeannie or create a program that fits your situation. Tell Me More. Get in Touch! Your Name *.

Real estate 77

Real estate Construction Automotive Coaching 77

Customer Guru

AUGUST 21, 2018

John is an “Ex-Disney Guy” and Customer Experience Coach. He helps brands achieve improved customer experience, customer loyalty, and branding by his keynote speaker presentations and workshops. She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

Integrity Solutions

NOVEMBER 19, 2018

Management Attitudes. To us, having a coach is more important than having a manager. How well-equipped are your managers to meet this growing demand for coaching? Managing to activities will always be important, but having a culture of coaching will help elevate your organization as a desired place to work.

Coaching 75

Coaching Sales Feedback Surveys 75

Peter Lavers

NOVEMBER 14, 2017

One option for doing so is this workshop, part of DataIQ’s excellent Leaders package. Most important skills: (2) Stakeholder Management – inc. Almost as often requested, are improved skills in managing difficult stakeholders. Stakeholder management may sound too generalist to apply to technical roles like data scientists.

Analytics 100

Analytics Banking Consulting Consulting 100