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. While sticking to set scripts can be helpful, being genuinely concerned with solving customer concerns helps customers feel valued. HealthMarkets.

Call Center 265

Call Center Customer Service Scripts Coaching 265

TeleDirect

APRIL 7, 2025

Develop a Standardized Training Curriculum Create a comprehensive, easy-to-follow training manual that includes scripts, FAQs, escalation protocols, and examples. Use Blended Learning Methods Combine online training, classroom sessions, role-playing, and real-time coaching for maximum retention.

Call Center 62

Call Center First call resolution Best practices Gamification 62

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. Avoid Negative Language.

Best practices 182

Best practices Call Center Coaching Schedule adherence 182

TeleDirect

APRIL 25, 2025

How to Choose the Right Call Center for Your Healthcare Practice As the healthcare industry evolves to meet the demands of modern patients, outsourcing customer communication to a healthcare call center has become a practical and strategic move. Do you offer client-specific performance reviews? A signed BAA is standard. A: Not necessarily.

Healthcare 62

Healthcare Call Center Abandon rate outsourcing 62

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 156

Customer Service Coaching Advertising Scripts 156

Callminer

SEPTEMBER 23, 2020

Outbound call centers depend on skilled and well-trained agents as much as useful software to consistently meet business goals. Call centers that implement agent performance management solutions equip their agents with the ongoing coaching and training needed to perform at their best. Aim to connect.

Best practices 182

Best practices Call Center Outbound sales Telemarketing 182

Calabrio

MARCH 5, 2025

Call quality monitoring is a critical process in contact centers where calls with customers are evaluated to ensure they meet predefined quality standards and business goals. Quality monitoring helps standardize interactions, ensuring adherence to scripts, compliance with regulations, and consistent brand messaging.

Best practices 52

Best practices Coaching Scripts Contact Center 52

Calabrio

APRIL 23, 2025

One tool that speaks to the needs of coaches, analysts, and contact center leaders alike. An increase in agents script adherence that coincides with decreased customer satisfaction. An agent whos meeting schedule goals but struggling with empathy cues. The result? One source of truth. One place to explore performance.

Contact Center 52

Contact Center Coaching Schedule adherence Agent burnout 52

SharpenCX

MAY 26, 2021

Stiff scripts and robotic conversations don’t give your customers the warm fuzzies. Research shows making agents adhere to rigid customer service scripts is a leading source of customer frustration. . You might not be a paper company, but these four scripts from Kelly Kapoor are transferable across industries.

Scripts 67

Scripts Customer Service Contact Center Finance 67

SharpenCX

APRIL 22, 2021

The good news: you can coach agents to effectively handle these situations and calm customers down. Coach agents to listen and resist the urge to be defensive. Coach agents to stop anger in its tracks. Read Next] 3 tactics to level-up your call center coaching with speech analytics.

Scripts 128

Scripts Coaching Call Center Accountability 128

Callminer

JULY 5, 2018

Call centers that utilize automated call scoring define the metrics they want to track on every call such as script adherence, industry compliance wording, voice inflection, and long spans of silence. Coaching or training agents on areas that they already excel is a waste of time and resources for your call center. Customize trainings.

First call resolution 157

First call resolution Call Center Average Handle Time Contact Center 157

CX Global Media

JUNE 26, 2018

I always appreciate the opportunity to meet up with Justin because we fuel each other’s passion for the customer, this industry and the people in it. Here is an edited transcript of our interview: Jim Rembach : This is Jim with Fast Leader Show and Call Center Coach and I’m with Justin Robbins at ICMI’s Expo.

Contact Center 180

Contact Center Coaching contact center solutions Scripts 180

CSM Magazine

JANUARY 2, 2025

Meeting them with empathy can diffuse tension and turn disappointment into loyalty. Blend initial sessions with ongoing coaching to keep empathy top of mind. Empathy in Customer Interaction Scripts Customer interaction scripts can easily sound roboticunless you build empathy into them. Empathy isnt just for customers.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

Vistio

DECEMBER 9, 2024

The agent fumbles, falling back on a script that doesnt address the real issue. By using data to identify individual gapswhether its de-escalation techniques, technical troubleshooting, or upselling skillsyou can tailor training to meet each agent where they are. The result? A frustrated customer and a demoralized agent.

First call resolution 52

First call resolution Upselling Scripts Coaching 52

Callminer

FEBRUARY 4, 2021

Meet Our Panel of Call Center Experts & Business Leaders: Kevin Lee. Coaching needs to happen in real time from management. It will help them learn how to spot a vulnerable customer and meet their needs without being condescending. Chris Laan. Adrian Travis. Michael Stahl. Jeanine Duval. Eric Sachs. Yaniv Masjedi.

Call Center 345

Call Center Contact Center Finance Consulting 345

Global Response

MARCH 27, 2024

An effective call center script balances consistent service quality with personalized customer interactions. The script should serve as a guide rather than a rigid framework. While customer service scripts are incredibly useful and beneficial, they can also be challenging to create.

Scripts 62

Scripts Call Center Customer Service Coaching 62

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

SEPTEMBER 25, 2020

Coach your agents to be conversational with their customers. But ditch the scripts. Download Now] Get real about coaching your agents with these 7 action points. Especially if they’re working hard to meet their Average Handle Time metric. Read Now] Coach agents to create urgency, not emergency.

Contact Center 128

Contact Center Coaching Scripts Average Handle Time 128

CSM Magazine

JANUARY 2, 2025

Meeting them with empathy can diffuse tension and turn disappointment into loyalty. Blend initial sessions with ongoing coaching to keep empathy top of mind. Empathy in Customer Interaction Scripts Customer interaction scripts can easily sound roboticunless you build empathy into them. Empathy isnt just for customers.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

TechSee

OCTOBER 10, 2019

The traditional contact center – with agents in cubicles following scripts and rushing to meet individual KPIs – will soon be a thing of the past. Whisper coaching enables managers to listen in on agents’ calls, and coach them in real time. What’s the climate of your contact center? By the book.

Contact Center 117

Contact Center Wireless Scripts Average Handle Time 117

Calltools

MAY 27, 2020

Call scoring is like an NFL game, where your sales agents are players and you’re the coach. Like linebackers or wide receivers, each agent has a unique role to play in winning the game; you are the coach that helps your team grow and function well together. However, they need to abide by the rules and meet performance standards.

Coaching 52

Coaching Government Scripts Metrics 52

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

TechSee

SEPTEMBER 29, 2020

There are a wide range of techniques that address individual agents’ skill gaps while boosting cost and time efficiency, such as collaboration, gamification, visual assistance, and whisper coaching. Monotony can be alleviated by changing scripts or desk placement, for example. Improve agent utilization.

Call Center 196

Call Center Self service Gamification Contact Center 196

JustCall

SEPTEMBER 26, 2024

Today, we’re thrilled to announce an evolution in our product lineup to help your sales teams actually connect with leads and book more meetings. Which in turn, leads to more meetings booked and more deals won. At JustCall, we love building powerful, easy-to-use communication tools that help your business grow.

Sales 52

Sales Coaching CRM Scripts 52

Balto

JUNE 13, 2022

Call scripts are used in contact centers of all shapes and sizes — across the industry, they are considered an easy way to help ensure all of a contact center’s agents are driving calls to the same goals. But if you manage a center with hundreds or thousands of agents, then trying to keep everyone on the same script is challenging at best.

Scripts 52

Scripts Contact Center Morale Best practices 52

Serenova

JULY 7, 2020

The goal is to stay ahead of shifting customer expectations by empowering agents to meet or exceed expectations in all their customer interactions. Scripting to facilitate conversations. Guiding agents through each conversation with real-time scripting helps reduce first-call-resolution times.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

JustCall

SEPTEMBER 8, 2023

Now, let’s directly explore the remarkable features that JustCall iQ brings to the table Meet SMS Copilot: Craft On-point Texts for Customers with AI-driven Insights JustCall iQ brings the power of AI to your SMS communications. Each customer interaction holds the key to your business’s success.

Coaching 52

Coaching Scripts Analytics Sales 52

Education Services Group

OCTOBER 26, 2022

Customer Success leaders often run into a recurring theme when meeting with Customer Success Managers (CSMs): CSMs seem to be weighed down in tactical conversations with their customers and leave every call feeling they are adding little or no value to the business partnership.

Coaching 52

Coaching Scripts Education Metrics 52

CX Global Media

JULY 1, 2017

The foundation that sits underneath all of this is the chance to meet up with cherished friends and to make new ones. In this recap, I’ll share with you, a chance to meet a few of my old friends and some of my new friends. The post 2017 Conference Recap: ICMI Contact Center Expo appeared first on Call Center Coach.

Contact Center 13

Contact Center Agent burnout Interactive Voice Response Chatbots 13

Integrity Solutions

FEBRUARY 1, 2024

We’ve seen what happens when salespeople fall into the trap of a sales process that’s built around winners and losers, of following a script to push people into a deal and turning the heat up to hit those numbers, even if the behaviors required of you conflict with who you are and what you value.

Sales 101

Sales Coaching Scripts B2B 101

aircall

APRIL 21, 2017

To use scripts or not to use scripts? We’ve looked at the advantages of call center scripts. However, customers can smell stilted call center scripts from a mile away. If you opt to write scripts for your outbound calls strategy, the trick to craft them to help agents without tying their hands.

Best practices 81

Best practices Scripts Outbound sales Coaching 81

Up Your Service

OCTOBER 19, 2015

But service standards can also be too rigid, or too scripted, and inadvertently degrade a service experience or cause damage to a service brand. In an attempt to meet the standard of “personally seat each premium level flyer,” this standard process created the opposite effect and frustrated me at the doorway. Consider this example.

Technical Support 106

Technical Support Education Scripts Benchmark 106

Fonolo

JANUARY 31, 2023

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. Mentoring or coaching With the right guidance, there’s always an opportunity for one-on-one learning, which can be very effective. What is Call Center Training?

Call Center 141

Call Center Contact Center Coaching Gamification 141

SharpenCX

DECEMBER 2, 2020

How can we improve your training and coaching? Update outdated policies, call scripts and processes so your agents have the right resources to help your customers. How to upskill your agents with frequent coaching and better metrics. Coach often and use tangible data to support your conversations. .

Call Center 128

Call Center Customer Service Contact Center Metrics 128

Calabrio

NOVEMBER 25, 2020

Contact centers have to adapt and continuously evolve in order to meet customer expectations. The one-size-fit-all script no longer cuts it. This helps agents provide faster, more personalized services that meet customer expectations. Consumer Behavior, Higher Expectations are Changing the Game.

Contact Center 122

Contact Center Self service Banking Analytics 122

Hodusoft

JULY 19, 2023

Call Monitoring and Whisper Coaching: Managers or supervisors can listen to live calls to monitor agent performance and provide real-time guidance through Whisper Coaching. This ensures that customers are connected to the most appropriate agents who can effectively meet their specific needs.

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98

Integrity Solutions

SEPTEMBER 12, 2023

As a high school football coach, I always get excited this time of year. As coaches, it’s up to us to put each player in the best position to succeed, teaching the mindset, skillset and disciplined processes needed to win the next play. Coaches break down film by play and by position to help their teams get better.

Sales 97

Sales Coaching Scripts Personalization 97