CSM Magazine

APRIL 24, 2023

A life coach is a person who, based on a person’s current life situation and values, helps create direction and guide them on their way of meeting positive goals in their personal and professional life. In fact, there are around 23,823 life coaches in the US alone.

Coaching 52

Coaching Personalization Management Technology 52

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

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

Integrity Solutions

NOVEMBER 20, 2024

Here are 12 essential sales challenges that salespeople commonly face and what they need to do to overcome them to have both a higher level of success and a greater sense of personal fulfillment in their careers. It doesn’t require pushing a product or getting to a decision.

Sales 63

Sales Coaching Accountability B2B 63

SharpenCX

JANUARY 23, 2020

Contact center managers struggle to coach for better performance. Research shows coaching is vital to employee performance management to drive better business results, employee engagement, and higher customer satisfaction. And coaching backed by the data that lives in your contact center is even more powerful. Get the guide.

Coaching 98

Coaching Contact Center Benchmark Management 98

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

JustCall

MARCH 22, 2022

It involves continuous efforts to coach and better sales teams. Sales coaching plays a key role in raising a high-performing team of sales representatives. But statistics show that with excellent sales coaching, sales teams can attain 91% attainment of sales quota. So, are you tapping into coaching for your sales reps?

Coaching 52

Coaching Sales Scripts Construction 52

JustCall

MAY 6, 2022

This is why data-driven sales coaching is so important. . As a sales manager or leader, a big part of your responsibility is to coach your reps and assist them in their growth. Now, of course, real-time sales coaching is far from easy. Speaking to everyone with a single coaching program is ineffective. .

Coaching 52

Coaching Sales Morale Feedback 52

SharpenCX

JUNE 2, 2021

In fact, 37% of companies lack time to collect and analyze their QA data, 31% struggle to have the time and resources to coach and train people to read the data, and 25% lack the necessary technology to do so. Let’s consider four topics that will directly impact your call center QA and improve your training and coaching.

Coaching 67

Coaching Call Center Scripts Analytics 67

SharpenCX

FEBRUARY 24, 2023

A study by Walker found that 80% of consumers expected personalized customer service from businesses across all sectors – and they’re willing to pay more for it, too. In today’s digital age, you can no longer afford NOT to provide personalized experiences for your customers. Meet your customers where they are.

Banking 76

Banking Personalization Customer Experience Chatbots 76

JustCall

MARCH 13, 2023

A sales coaching plan is every sales manager’s best friend. What is a Sales Coaching Plan? Let’s understand how to create a high-performing and personalized sales training plan. Let’s understand how to create a high-performing and personalized sales training plan. Hit-and-miss sales goals.

Coaching 40

Coaching Sales Metrics Best practices 40

ChurnZero

DECEMBER 9, 2021

Bryan Neale from Blind Zebra Consulting joined us for a webinar to teach Customer Success leaders how to coach their teams to handle NPS conversations following a four-step call framework. I’m better with it coming from the CS person that deals with that group or their manager who knows a lot about them. That’s the remedy.

Coaching 52

Coaching Surveys Feedback Consulting 52

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

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. You give them your personal cell so they can text you anytime with any issues, big or small. . No problem.

Coaching 342

Coaching Customer centricity Accountability Feedback 342

Call Center Weekly

MARCH 1, 2018

One thing I have found to be true across most companies is this shocker: contact center team meetings suck! At the beginning of my contact center career I lived through some awful team meetings. I just couldn’t take it anymore and I started the journey to improve my team meetings. Your team meetings don’t have to suck!

Contact Center 136

Contact Center contact center associations Coaching Feedback 136

ShepHyken

JANUARY 27, 2021

I’d like to broaden the topic to anyone dealing with someone else’s problem or question, be it a customer or another person inside the organization, also known as an inside customer. I was watching the TV series Ted Lasso , which is about a professional soccer team that gets a new coach who has never played soccer before.

Coaching 366

Coaching Customer Support Customer Service Marketing 366

Tethr

MAY 19, 2020

Building a coaching culture is a continuous and active process. Coaches must lead by example, provide timely feedback specific in language and tailored to the individual, while working to improve the agent’s ability to drive positive CX outcomes. Coaching is a lot more complicated than simply managing agent performance.

Coaching 90

Coaching Feedback Best practices Accountability 90

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

Voxjar

APRIL 9, 2020

This guide will show you how to make the transition to remote call coaching and quality assurance. How to overcome the biggest challenges of remote call coaching and QA. What tools are the most effective for remote call quality assurance and coaching. 3: Delivering QA and Coaching Feedback from Home. You’ll learn.

Coaching 52

Coaching Call Center Analytics contact center workforce 52

JustCall

AUGUST 16, 2023

Introduction In the digital age, businesses need to meet customers on their chosen platforms. Meeting Customers Where They Are Customers today expect quick and convenient communication. JustCall’s WhatsApp Inbox allows businesses to meet this expectation by providing a seamless way to connect with customers.

CRM 52

CRM Advertising Customer centricity Coaching 52

Toister Performance Solutions

NOVEMBER 14, 2024

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 complete two short assignments before the first meeting. How are employees expected to use what they learn?

Customer Service 93

Customer Service Coaching Best practices Contact Center 93

CSM Magazine

FEBRUARY 1, 2022

Integrated, data-driven module provides tools to better support, develop and engage agents, allowing them to better meet rising interaction volumes and complexity. Calabrio, the customer experience intelligence company, today announced its new coaching solution for agent performance management, Calabrio Performance Coaching.

Coaching 52

Coaching Gamification Customer Service Quality management 52

Customer Service Life

DECEMBER 18, 2018

1:1 Coaching . My coaching program puts a spin on an individual’s wellness through the lens of customer service with the intention of personal growth. I’m giving away free 60-minute coaching sessions. The workshop is done with the team in person at your office location. Try it out for yourself!

Contact Center 105

Contact Center Personalization Coaching Customer Service 105

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

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

SharpenCX

OCTOBER 7, 2020

And, great managers know it’s on them to coach agents to better performance and realize higher call center ROI. When your team doesn’t know what’s expected of them, or how they’re meeting (or missing) those expectations, you can’t reach team and company goals. Make sure your agents can personally influence each metric.

Coaching 67

Coaching Metrics Management Call Center 67

OrecX

JANUARY 29, 2019

Coaching agents at scale is no easy feat. Between administrative tasks, meetings, and your own workload, there is little time left in the day to focus on individual agents. Instead, leaders resort to fly-by coaching, whisper/barge, and the ol’ trusty headset splitter to give agents feedback. Step 2: Put Your Team to Work.

Coaching 61

Coaching Construction Feedback Best practices 61

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

Kayako

FEBRUARY 7, 2018

That’s where coaching comes in. Why coaching beats training support teams. This is why coaching needs to be included in a support rep’s development. Coaching builds and refines much-needed support skills. Coaching hits the switch on active mode learning. Coaching gives employees a sense of ownership.

Coaching 84

Coaching Customer Service Feedback Customer Support 84

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

Playvox

MAY 4, 2023

You also need one that empowers your workforce, harnessing the power of motivation and coaching for more agent productivity. As Forbes mentions in this example, “The pandemic led to record demand and revenue for Amazon (profits soared 220%), which helped us avoid shopping in person.” Hint: They’re all unique to digital transformation.

Contact Center 52

Contact Center Multichannel contact center solutions Average Handle Time 52

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

Integrity Solutions

SEPTEMBER 13, 2018

Coach accordingly… You’ve been coaching one of your salespeople and you think you’ve made good, clear points. It’s like they’re not hearing you during sales coaching sessions. If you’re a sales manager and coach, then you probably know this feeling. She realized she was coaching in the way she wanted to be coached.

Coaching 58

Coaching Sales Personalization Management 58

Comm100

SEPTEMBER 27, 2018

Customer service agents should be adequately and continuously coached to learn the skills they need to provide quality customer service. Just like coaching in any other field, the coach needs to take the time to observe those being coached and to build them up where they need help. Set goals for each coaching session.

Coaching 64

Coaching Feedback Customer Service Customer retention 64

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 319

Customer Service Coaching Advertising Scripts 319

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

Integrity Solutions

JULY 31, 2024

These kinds of issues are directing impacting the business — the same research shows 43% of reps who feel overwhelmed are less likely to meet quota. How are you going to keep them engaged and motivated, make sure they know they’re valued, and help them continually grow to meet tomorrow’s challenges?

Sales 67

Sales Coaching Morale Surveys 67