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. She’s a passionate leader who inspires the will to win with employees and customers by focusing on personalized experiences. Shep Hyken .

Enterprise 306

Enterprise Coaching Personalization Customer Experience 306

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 would argue you should never be this person whether it’s your first 90 days or not! I had to fire a person whose default was “Yes!” How do people get on in the company?

Customer emotions 366

Customer emotions Customer centricity Consulting Consulting 366

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. Everyone makes a difference.

Customer Service 252

Customer Service Coaching Advertising Scripts 252

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 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

CCNG

JUNE 8, 2022

Video communication training systems for front-line agent training, meetings, and one-on-one coaching ? ? ?Due Due to cost and the fact that many contact center agents worked in the center (with in-person training), most video training systems often were reserved for contact center leadership rather than front-line agents. ?

Contact Center 195

Contact Center CCNG Gamification Coaching 195

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

Expivia

MAY 15, 2021

Call center coaching is just like coaching a little league team. A talented kid will master swinging the bat on their own, but a coach can help them perfect the move. However, they need that extra coaching to truly become incredible agents. However, they need that extra coaching to truly become incredible agents.

Coaching 98

Coaching Call Center Average Handle Time Feedback 98

Integrity Solutions

JUNE 18, 2021

Being a coach for sales teams has never been more important. Here are 10 sales coaching articles that can inspire new thinking, motivate your sales leaders and ultimately move the needle on your sales team’s performance. When your sales leaders hear the word “coach”, what comes to mind for them?

Coaching 94

Coaching Sales Transportation Employee engagement 94

CX Accelerator

JUNE 8, 2020

In his response, ,, Zeisler says, “Walking in the customer’s shoes is the greatest way to experience what your customers are experiencing themselves and the greatest way to personally experience what the gap is between what you want that experience to be and what it actually is.”. Learn about your competitors.

Surveys 345

Surveys Contact Center Consulting Consulting 345

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. And personally, I like that. 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.

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. Such actions will result in a more prepared, equipped, and informed team.

Contact Center 195

Contact Center CCNG Coaching Call Center 195

Call Center Weekly

NOVEMBER 1, 2018

Because strong personal relationships are crucial for success, that typically means treating others as we want to be treated. In fact, the best managers reject the golden rule, and treat each person as they would like to be treated. But acting as if all employees have the same approach isn't realistic.

B2B 185

B2B Coaching Sales Marketing 185

Customer Service Life

OCTOBER 13, 2020

I recently wrote an article about a new quality process where I coached my team without showing them a score. So far it’s going great and the team has been receptive to the coaching. Leaving complete account notes for the next person who interacts with the customer. Image by Daniel Reche from Pixabay. The challenge.

Accountability 185

Accountability Customer Service Coaching Contact Center 185

Callminer

MAY 11, 2020

Ongoing training and coaching are equally important to ensure that your employees are equipped with the skills and knowledge they need to do their jobs effectively. And, coaching sessions provide an ideal opportunity for managers to check in with their agents or employees to get their feedback on how things are going from their perspective.

Management 273

Management Customer Experience Customer Service Coaching 273

CCNG

JULY 10, 2024

Introduction Contact Centers are transforming rapidly to meet the demands of a digital age. Unlike conventional automation tools, GenAI adds a human touch, crafting personalized responses that cater to each customer’s unique needs. Valuing agents as invaluable talent is paramount. But the benefits don’t stop there.

Contact Center 195

Contact Center Gamification Brand ambassadors CCNG 195

CCNG

OCTOBER 6, 2020

While working remotely, I have been in online meetings where people are missing because they failed to take time zone differences into account. I have attended 5:00 AM meetings during which leaders sheepishly admitted they forgot the time differences. Yep, I’m guilty of all these virtual leadership sins!

CCNG 195

CCNG outsourcing Surveys Coaching 195

ShepHyken

JUNE 3, 2016

A perfect example of how everyone makes a difference occurred when I was in a Nashville hotel attending the Board of Directors meeting for the National Speakers Association. After the meeting, several of us went to the coffee shop to continue our deliberations. Mary knew that. Do your associates?

Customer Service 204

Customer Service Advertising Coaching Self service 204

CX Global Media

MAY 24, 2018

During her interview she shared with me her personal journey on making it to this high-mark in her career. It was thrilling to get to meet her and see the wisdom she has obtained in her young contact center career. The post 8 Vital Lessons from an Award-winning Supervisor appeared first on Call Center Coach. Skills to Develop.

Contact Center 257

Contact Center industry standards Morale Call Center 257

Beyond Philosophy

APRIL 15, 2019

We spoke with Marilyn Suttle, a conference speaker, and three-time best-selling author and coach, on a recent podcast. Communication is critical for achieving both personal and sales goals. Suttle says one company had a voice mail message that said the person was “continuously checking messages throughout the day.” Communicate.

Customer Service 287

Customer Service Airlines Best practices Consulting 287

CCNG

NOVEMBER 9, 2022

Integrate holistic coaching, intelligent workflows, gamification, performance-based compensation and other capabilities to engender teamwork, accountability and collaboration. Engage employees continuously via coaching, polls, surveys and informal check-ins. Gather in person.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

Myra Golden Media

SEPTEMBER 8, 2017

Make it super-easy to reach a live person. It could be as simple as, “The best person to answer that question is Leon with our production team. Meet needs customers don’t even express. Coach your employees always to be friendly and engaging. Always explain why you’re transferring a client.

Customer Experience 249

Customer Experience Construction Scripts Coaching 249

CX Global Media

OCTOBER 15, 2018

These shorter nuggets of learning are designed to meet a specific outcome or part of a longer learning path (like supervisor leadership development) and can be easily consumed by learners on the go. The post ALERT: Leadership Training for Supervisors Is Being Disrupted appeared first on Call Center Coach. On-demand Learning.

Contact Center 269

Contact Center Morale Call Center Metrics 269

Callminer

JULY 30, 2020

That’s why it’s important to train your call center representatives on effective conflict resolution techniques and leverage the right technologies to support ongoing coaching and training. Try not to take the demonstration of anger personally. Here are four steps to move the customer from angry to heard. Accept the anger.

Call Center 265

Call Center Customer Service Scripts Coaching 265

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. Everyone makes a difference.

Customer Service 156

Customer Service Coaching Advertising Scripts 156

Russel Lolacher

FEBRUARY 13, 2023

In this episode of Relationships at Work, Russel chats with personal branding strategist Ana Lokotkova on how defining who you are in the workplace will help you standout and improve your employee experience. And I really felt like they wanted to add a personal touch. And here’s why she is awesome. In what way?

Personalization 98

Personalization Coaching Education Marketing 98

ShepHyken

SEPTEMBER 9, 2016

Many business owners have the perception that they run a client-centered business, but in reality, they have gotten into a bad habit of putting their own personal interests in front of their clients’. Yes, it is true that you should have a personal interest and passion for your business, but your interest is not what drives sales.

Coaching 0

Coaching Marketing Feedback Sales 0

CCNG

OCTOBER 12, 2022

In the end, your labor dollars will be the same, and you will be meeting each leader at a level that they can handle yet still challenges them. If a leader is good at coaching, let them do the coaching piece of leadership on their team. CHANGE THE SIZE OF YOUR TEAMS BY UTILIZING MULTIPLE MANAGERS.

Coaching 195

Coaching CCNG Employee engagement Best practices 195

CX Global Media

JULY 17, 2018

Make no mistake, Call Center Coach is not only the name of our business — it’s an industry need. According to an Executive Priorities report from Strategic Contact , coaching is the number one priority in contact centers. In many circles, the thought of coaching is about supervisors coaching agents. Click to Tweet ).

Contact Center 179

Contact Center Coaching Construction Call Center 179

Callminer

APRIL 24, 2020

In addition to call monitoring and scoring, managers and supervisors should also make it a point to schedule in time for targeted coaching sessions with agents. One best practice recommended by experts is to have the agent discuss what they believe to be their strengths and weaknesses during coaching sessions. Empower Your Agents.

Best practices 182

Best practices Call Center Coaching Schedule adherence 182

SharpenCX

SEPTEMBER 29, 2021

Direct the focus of your coaching, your 1:1 time, and your available resources to support agents where they struggle. If there are trends in testing that show many of your agents are weak in a particular area, use it as a chance to assess your internal processes and resources so you can meet the needs of the whole group.

Contact Center 137

Contact Center Coaching Employee engagement Call Center 137

Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. Meet Our Panel of Call Center Managers & Business Leaders: Adeel Shabir.

Call Center 182

Call Center Management Scripts Coaching 182

Callminer

DECEMBER 11, 2018

So, while these channels may have seen growth in usage in recent years, they don’t offer the real-time personal engagement consumers want when there are more complex problems to solve. This is a key coaching opportunity for your managers and agents. None of the other channels open to customers, such as app, text, social etc.

Call Center 196

Call Center Self service Coaching Surveys 196

Beyond Philosophy

JULY 29, 2019

It also helps if you don’t take everything personally. We had different monthly meetings with an invite to all of the departments to attend so we could improve the experience. At first, no one came to the meetings. After that, at the next monthly meeting, thirty people turned up, ostensibly to help make these decisions.

Consulting 260

Consulting Consulting Morale Benchmark 260

Call Center Weekly

OCTOBER 9, 2018

When one person takes the lead from a place that isn’t forced, others might follow. As your personal customer service health coach , I guide leaders and teams through this journey. Jenny is also an Integrative Nutrition Health Coach. Of course you want what they are having! Invite me to your workplace to guide your team!

Best practices 243

Best practices Contact Center Coaching Telecommunications 243

Steve DiGioia

JUNE 6, 2016

During my career I have been personally responsible for the development and facilitation of new employee orientation classes, one-on-one training/coaching sessions and evaluation of existing standard operating procedures to ensure peak performance. Then, how do you ever expect to provide the great customer service we always talk about?

Coaching 102

Coaching Education Personalization Management 102

Fonolo

OCTOBER 27, 2020

Once the need was pronounced, brands could meet customers’ needs and saw the impact immediately. And those who did not found themselves scrambling or unable to provide the level of support to meet their customer’s expectations.” As people who have been touched or have known personally someone affected by COVID.

Contact Center 147

Contact Center Coaching call center association Call Center 147