CSM Magazine

MARCH 14, 2025

Effective customer service coaching is essentialnot just to ensure your team meets customer expectations but to help them exceed them. Coaching your team to deliver outstanding service requires more than just providing feedback or hosting training sessions. This is a key skill for team success.

Coaching 52

Coaching Customer Service Construction Feedback 52

ShepHyken

NOVEMBER 6, 2019

What I’m about to share with you is a simple question to ask your customers—and even your employees—that will help you meet, and even exceed their expectations. I’ve been a part of Dan Sullivan’s Strategic Coach program for 20 years. Once a quarter, I meet with my coach and spend the day working on my future.

Coaching 253

Coaching Sales Customer Service Personalization 253

CSM Magazine

NOVEMBER 29, 2024

Offering the choice of an audio-only meeting can significantly improve accessibility, efficiency, and overall wellbeing for all participants involved. Here’s why allowing audio-only meetings is not just thoughtful, but sometimes essential. Improves Focus and Productivity Video meetings can sometimes lead to distractions.

Morale 52

Morale Coaching Personalization Sales 52

ShepHyken

DECEMBER 9, 2020

This could be at a weekly team meeting or even a quarterly event. Addressing the individual responsible for the complaint is a teaching and coaching opportunity for that specific employee. His question was, “Should they go to everyone in the company or just leadership? On a regular basis, share your positive reviews with everyone.

Coaching 375

Coaching Surveys Customer Service 375

Myra Golden Media

JANUARY 15, 2019

One of the things I’m working on for 2019 is giving you tools to help you coach your employees and hold them accountable so that they are positioned to deliver the best possible customer experience. Before going into a meeting with an employee, identify, and write down, what you want them to Know, Feel, and Do. Use what I call KFD.

Coaching 220

Coaching Accountability Feedback Personalization 220

ShepHyken

JULY 15, 2022

This week we feature an article by Michael Becker, founder of Abundance Accelerators , a growth agency for coaches. I’m in the coaching space so let me dive into what a 10x customer onboarding process may feel like. Michael Becker is the founder of the growth agency for coaches, Abundance Accelerators. No problem.

Coaching 342

Coaching Customer centricity Accountability Feedback 342

ShepHyken

NOVEMBER 20, 2020

By coaching to handle every situation amazingly well, you can improve reputation and get more sales/. The workshops are customized to meet the unique needs of your employees. Consider these meetings to keep the feedback flowing: Weekly group meetings. These meetings can help to collect feedback from individual employees.

Customer Service 375

Customer Service Chatbots Education Feedback 375

Myra Golden Media

JANUARY 1, 2019

Are you coaching and holding employees accountable? If you want to see change, you have to set expectations, have coaching conversations, and be willing to deal out consequences. 2) Then you must commit to addressing all issues that don’t meet your expectations. Prepare for Coaching Conversations. I hope you say yes.

Coaching 195

Coaching Accountability Feedback Personalization 195

CX Global Media

JULY 6, 2018

While meeting with Sean Minter of AmplifAI at ICMI’s Contact Center Expo we explored the potential value that Artificial Intelligence could deliver to the frontline contact center supervisor’s performance. AI can’t coach your agents. But what AI could do is help your supervisors to more effectively and efficiently coach agents.

Contact Center 240

Contact Center Coaching Business Process Outsourcing Call Center 240

ShepHyken

MARCH 6, 2020

This week we feature an article by Patricia Fripp, executive speech coach and sales presentation skills trainer. A perfect example of how everyone makes a difference is when I was in a Nashville hotel attending a Board of Directors meeting for the National Speakers Association. Lesson learned: “I will try” means “Please take a taxi.”.

Customer Service 245

Customer Service Coaching Advertising Scripts 245

Callminer

AUGUST 1, 2017

Meet Our Panel of Contact Center Experts: . Make onboarding & ongoing coaching as stellar as possible. James Pollard is a marketing consultant who works specifically with financial advisors over at The Advisor Coach. Continuous coaching and training helps mitigate this risk. Tyler Riddell. Alex Tebbs. Vincent Nero.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

CX Accelerator

DECEMBER 31, 2018

Other Actions: Coach your leaders to use the leadership behaviors you'd like to see, taking care to model how you want them to coach their direct reports.Ask your leaders to emulate the service vision when working with employees. This is where I fit into the project—I facilitated each meeting as a neutral party.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Myra Golden Media

JULY 12, 2019

What I did is I began meeting weekly with my supervisors to calibrate. I had my supervisors meet with me on a regular basis to check, adjust, or determine by comparison with each other the standards set forth by our call center. On August 9 th I am hosting a webinar, Quality Form Development & Coaching. That was a problem.

Calibration 238

Calibration Coaching Contact Center Call Center 238

CSM Magazine

MAY 29, 2024

They leave because their managers and supervisors are not coaching, nurturing, recognizing, or motivating them. In a nutshell, as a Customer Service Manager you must become a coach. Set concrete goals and deadlines, and then meet with employees on a regular basis to have an open and honest conversation about them and their performance.

Coaching 105

Coaching Customer Service Employee engagement Surveys 105

ShepHyken

OCTOBER 7, 2016

If, in coaching, we told the advisor they were ‘good’, we all were happy. Enterprise obtained my flight number so they could meet me upon arrival. Shep Hyken . There was a time when ‘good’ was ‘good enough’ If a customer said we were ‘good’, we were happy. Did it live up to your brand?

Enterprise 305

Enterprise Coaching Personalization Customer Experience 305

3CLogic

DECEMBER 17, 2024

With a generational shift where 52% of Gen Z and Millennials report they wouldnt purchase from an organization again if an issue cant be resolved by self-service, offering efficient, AI-powered self-service channels will be necessary to meet rising demands in 2025 and beyond.

Contact Center 98

Contact Center Self service Coaching Benchmark 98

CCNG

JUNE 8, 2022

Video communication training systems for front-line agent training, meetings, and one-on-one coaching ? ? ?Due Many of our clients and other contact center enterprises are embracing video capabilities for their agents for new-hire on-boarding, platform training, mentoring, coaching, and more. ? ? That’s so 2019… ? ?Many

Contact Center 195

Contact Center CCNG Gamification Coaching 195

CCNG

APRIL 26, 2023

Teammates are no longer localized in particular cities, but spread out nationally and globally, which results in virtual meetings regardless if co-workers have returned to the office. For example, team meetings are every Tuesday. Those who return to the office find pre-COVID environments a thing of the past.

CCNG 195

CCNG Coaching Education Best practices 195

ShepHyken

AUGUST 6, 2019

If you and your company don’t meet and exceed those expectations, you will lose customers to a company that does. About : Jeff Gothelf works as a coach, consultant, and keynote speaker. Exemplary companies and technologies have universally raised customer expectations to a higher level.

Customer centricity 300

Customer centricity Coaching Consulting Consulting 300

ShepHyken

MARCH 6, 2019

Even though the flight was later, I would still arrive in time for my meeting. Proper training and coaching could have helped. I called the airlines and they suggested changing my connecting flight to a later one, which I was happy to do. The customer service agent was happy to accommodate my request. Then I started to think.

Airlines 295

Airlines Coaching Customer Service Customer Experience 295

Myra Golden Media

JUNE 10, 2019

You can use these solutions for a short 15-minute team training or in your coaching meetings. Today I’m giving you quick fixes for the significant five issues I always see with my clients. Speak In Complete Sentences. Merely going from “Last name?” ” to “May I have your last name, please?”

Coaching 254

Coaching Contact Center Customer Service Customer Experience 254

CCNG

MARCH 30, 2022

Coach the agent for 20 minutes – check off the box and get the green dot. Understanding the mental process for supervisors It’s time for the 15-minute agent coaching time. This type of remote conversation can be equated to meeting someone in the hallway in the brick-and-mortar environment and stopping to have a conversation.

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195

Contact Center Pipeline

AUGUST 5, 2020

Contact Center Pipeline’s AUTHOR WALL OF FAME Mike Aoki is President of Reflective Keynotes Inc., a Canadian training company that helps contact centers improve their sales and customer experience results.

Upselling 32

Upselling Contact Center Customer retention Sales 32

Beyond Philosophy

JANUARY 28, 2015

Expectations are important to meet (and ideally exceed), particularly when this is the person who decides if whether you stay or go at an organization. I tried to coach her on saying no in a positive way, but she couldn’t adjust her ways. What are the taboo subjects? How do people get on in the company?

Customer emotions 366

Customer emotions Customer centricity Consulting Consulting 366

Toister Performance Solutions

FEBRUARY 21, 2025

Consider sharing it in a team meeting. Step 3: Schedule team meetings. You'll be meeting with your team once per week for four weeks. Each meeting should take 30 minutes. Pre-work Ask participants to watch the videos listed below before the first meeting. How are employees expected to use what they learn?

Coaching 83

Coaching Best practices Feedback Customer Service 83

CX Global Media

DECEMBER 3, 2018

I was fortunate enough to meet up with Dan Gingiss , one of the best people to help provide insight into what the best brands and top brands are doing at delivering and engaging social media experience at Customer Contact Week in Las Vegas. Dan Gingiss : My pleasure, great to meet you. Thanks Jim. Please Share. Additional Resources.

Customer Care 214

Customer Care Coaching Call Center Marketing 214

CX Global Media

NOVEMBER 19, 2018

The humor of this eye-opener is that those of us in the contact center profession are supposed to be in the business of helping meet the needs of our ever-changing customer expectations. While ADDIE does have a place, it does not meet the modern learning with context of today’s workflow. Different = Big ROI.

Contact Center 233

Contact Center Coaching Benchmark Call Center 233

CX Accelerator

JUNE 8, 2020

There are some added benefits to these meetings: Gain insight about industry trends. It’s a great way to meet and learn from other like-minded CX professionals and share your unique voice and perspective. He goes on to highlight two key benefits of this practice: Identify current customer trends as they are happening.

Surveys 345

Surveys Contact Center Consulting Consulting 345

ShepHyken

JUNE 21, 2019

If we are purchasing a car, ordering a new bed or finally asking someone to marry us and purchasing an engagement ring, human-to-human interaction in a live chat meets consumers’ liquid expectations of access to your brand from pre-sale education to post-sale customer delight.

Chatbots 308

Chatbots Customer Experience Scripts outsourcing 308

Toister Performance Solutions

MARCH 29, 2025

Consider sharing it in a team meeting. Step 3: Schedule team meetings. You'll be meeting with your team once per week for four weeks. Each meeting should take 30 minutes to allow time for discussion. Pre-work Ask participants to watch the videos listed below before the first meeting. Keep your announcement simple.

Management 82

Management Education Coaching Best practices 82

CX Global Media

JULY 2, 2018

Meeting with Cameron Weeks from Sharpen at ICMI’s Contact Center Expo was a bit of a twist from the norm. Here is an edited transcript of our interview: Jim Rembach: Hey, this is Jim with the Fast Leader Show and Call Center Coach and I’m here with Cameron Weeks from Sharpen. And personally, I like that.

Contact Center 188

Contact Center Coaching voip contact center solutions 188

CCNG

APRIL 19, 2023

They are a careless and lackluster team with a sarcastic coach who grows frustrated with the responsibility to produce a respectable team. Contact centers are typically composed of individual teams tasked to meet common goals determined by the organization.

Contact Center 195

Contact Center CCNG Coaching Call Center 195

ShepHyken

OCTOBER 8, 2019

Measuring the Customer Journey to Meet New Expectations. There must be more training and coaching present within contact centers and customer-facing roles. Customer Service Drives Value. Shep Hyken interviews Sam Lessin of Fin Analytics. Measurement is everything. You can only change what you measure.

Customer Care 256

Customer Care Customer centricity Coaching Contact Center 256

CX Global Media

NOVEMBER 13, 2018

They are acknowledging and realizing that developing leadership skills in supervisors requires a journey approach with blended learning methods and time spacing because it meets the needs of the modern learner – and the organization. Learning happens all over, in hallways, in meetings, at computer screens. Learning needs to be micro.

Call Center 278

Call Center Contact Center Coaching Employee engagement 278

CCNG

JULY 27, 2021

Creating an employee growth plan is essential and can impact the company meeting their strategic goals. and a Certified Coach and Trainer with The John Maxwell Team. Do you have an intentional growth plan for your employees that aligns with your company’s growth plan?

CCNG 195

CCNG Coaching Call Center 195

Beyond Philosophy

MAY 14, 2020

As a specialist in applying the science of influence and persuasion in sales, leadership, and coaching, Ahearn spoke to us about the six fundamental principles on how to influence people. Of course, we don’t always meet the people we are interacting with face-to-face. Ahearn’s background was in the insurance industry.

Consulting 419

Consulting Consulting Personalization Accountability 419

ROI CX Solutions

APRIL 24, 2025

From you’re onboarding new agents to optimizing daily interactions, a well-crafted script supports your team in meeting customer expectations while upholding your brand standards. Engage in continuous agent coaching, discussing communication roadblocks and solutions in your script that can help them.

Scripts 92

Scripts Call Center Upselling Feedback 92