MiaRec

DECEMBER 23, 2024

If there is one thing I would have liked to have had in my role as a sales contact manager a few years ago, it would have been the ability to provide my agents with some personalized feedback after every call. They are the ones that, given the chance and good coaching, would improve their performance. but I digress.

Coaching 59

Coaching Contact Center Sales Feedback 59

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 363

Coaching Customer Support Customer Service Marketing 363

Contact Center Pipeline

JUNE 26, 2019

Early in my management career, I followed the Golden Rule: Treat others as I would want to be treated. I believed that if I treated everyone the way I would want to be treated, it meant I was a great manager. Yet, I had significant conflicts with some members of my team. Often, I felt […].

Personalization 244

Personalization Contact Center Management Coaching 244

ShepHyken

JULY 7, 2020

Shep Hyken interviews Patricia Fripp , CSP, CPAE, speech coach and customer service expert. Try to make each and every one of your customers feel like they’re the most important person in the room. Quotes: “Don’t concentrate on making a lot of money; rather, concentrate on becoming the type of person people want to do business with.”.

Coaching 326

Coaching Customer Service Personalization Customer Experience 326

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 339

Coaching Customer centricity Accountability Feedback 339

ShepHyken

MARCH 10, 2021

If any part of the team isn’t in alignment with the customer service vision, be it an individual or a department – or even an entire region for larger companies – they need to be coached and properly trained. And, when they talk to one person in your organization who is out of alignment, do you know what they think?

Coaching 396

Coaching Customer Service Personalization Management 396

ShepHyken

MAY 25, 2021

You can coach people on the technical aspects of the job. You can tell a lot about a person by how they talk to other people that are not from a high-level position within your organization. Service aptitude is a person’s ability to exceed expectations. Should you hire for personality or skill?

Coaching 73

Coaching Personalization Customer Service Customer Experience 73

ShepHyken

APRIL 8, 2020

My good friend and speech coach, Patricia Fripp —who happens to be the top speaking coach on the planet to professional speakers and executives—shared a great story about how one business got creative to get the inside scoop on what their customers were saying about them.

Coaching 314

Coaching Feedback Customer effort Surveys 314

ShepHyken

APRIL 23, 2019

He and his fellow teachers—called “coaches”—focus on creating leaders and building self-confidence in their students using music as a tool. Personalization is a vitally important concept in business. Consider giving your customers personalized gifts to show appreciation for their loyalty. Quotes: “A teacher focuses on teaching.

Coaching 274

Coaching Personalization Sales Customer Experience 274

CX Global Media

JULY 6, 2018

AI can’t coach your agents. But what AI could do is help your supervisors to more effectively and efficiently coach agents. Supervisors do not have the time to collect and interpret it all and then go coach. Sean Minter : Well, what we do is we personalize what’s we called micro-learning. And really let the manager know.

Contact Center 240

Contact Center Coaching Business Process Outsourcing Call Center 240

CX Global Media

JANUARY 15, 2019

How to deliver Agents bite-sized, personalized training, when they need it and how they need it. 4 Types of Behaviors: The Coach’s Preparation Checklist. The Coaching Conversation Tip Sheet – The A to Z of What to Say! Coaching Remote Workers Tip Sheet. Coaching Top Performers Tip Sheet. Spoils of War.

Contact Center 304

Contact Center Schedule adherence Coaching Metrics 304

Beyond Philosophy

OCTOBER 3, 2014

“If you don’t get all the right things right; the front door reception, the online experience, the process and procedures, the music, the lighting, the smell or whatever…if you don’t get these things right, then what chance has the person who is serving the coffee got to deliver a great experience?” He has supported it with his actions.

Coaching 385

Coaching Consulting Consulting Customer Experience 385

3CLogic

DECEMBER 17, 2024

Rapid technological advancements have affected customer expectations, with 73% demanding better personalization and 81% faster service. resulting in better, faster, more personalized experiences. Investments in EX, including AI Coaching, real-time feedback, etc., The contact center industry is constantly evolving.

Contact Center 98

Contact Center Self service Coaching Benchmark 98

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. I need someone in this position who will speak with friendliness and warmth, and I hope that person is you.

Coaching 220

Coaching Accountability Feedback Personalization 220

ShepHyken

NOVEMBER 6, 2019

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. My belief is that success doesn’t happen by accident, and the Strategic Coach program has helped make my quest for success a purposeful effort. First, a little background.

Coaching 250

Coaching Sales Customer Service Personalization 250

ShepHyken

OCTOBER 7, 2016

If, in coaching, we told the advisor they were ‘good’, we all were happy. She’s a passionate leader who inspires the will to win with employees and customers by focusing on personalized experiences. My personal philosophy aligns to Yoda: “Do or do not; there is no try.” Shep Hyken .

Enterprise 305

Enterprise Coaching Personalization Customer Experience 305

Beyond Philosophy

AUGUST 9, 2017

Bekerman said his managers feel they have more time to coach employees; a task Bekerman described as “more meaningful” than counting paper. On the one hand, speeding up service and eliminating mundane tasks to free employees up to do other tasks, like coaching their direct reports, seems like it would be a boon to Customer Experience.

Banking 0

Banking Coaching Surveys Employee engagement 0

ShepHyken

FEBRUARY 22, 2022

Understanding their style allows them to adjust to the different personalities and styles of their team members. Quotes: “Understanding how you lead first makes it so much simpler for you to go through the steps of leading another, whether it is a team or just one person.” That makes a world of a difference.”

Coaching 314

Coaching Personalization Customer Service Management 314

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. So, Ahearn says that persuasion is about changing behavior to something the person probably would not do in the absence of your ask.

Consulting 419

Consulting Consulting Personalization Accountability 419

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! Personally, I value people who challenge me in a positive way… this means not just saying “Yes!”

Customer emotions 366

Customer emotions Customer centricity Consulting Consulting 366

ShepHyken

DECEMBER 10, 2019

Be there to empower and coach your employees through those bad days. AI is great for handling simple tasks, but customers crave empathy when dealing with their most personal problems. Quotes: “Model the behavior of your best employees and coach the rest of your employees to that behavior.” – Joel Makhluf.

Coaching 263

Coaching Contact Center Analytics Call Center 263

ShepHyken

OCTOBER 18, 2022

” “How music impacts a person is very personal. ” About: Susan Drumm is a keynote speaker, CEO, and Leadership Coach. Even the deepest-seated patterns can be shifted with practice, and music is your brain hack to make it happen.” It is about what emotional state that music puts you in.”

Coaching 295

Coaching Personalization Customer Experience Customer Service 295

CX Global Media

FEBRUARY 6, 2019

Here is an edited transcript of my interview with Alon Wolks: Jim Rembach : Hey this is Jim the Fast Leader Show and Call Center Coach and I’m here at CCW with Alon Walks of Kustomer. I’m a person. I’m a person – I take many journeys in life. Not to a ticket, but to a person. I’m a person.

Contact Center 270

Contact Center B2C Coaching Call Center 270

Call Design

JUNE 29, 2020

Look for emotional intelligence, personality, and willingness to learn and ensure the person understands what working in your centre will feel like especially if they have no previous contact centre experience. Establish a Coaching Relationship. There is a fine line between a coaching and management relationship.

Management 202

Management Coaching Consulting Consulting 202

The Northridge Group

AUGUST 6, 2020

While sympathy is feeling “for” a person, empathy is feeling “with” a person. We know that customers will become loyal to a company or product when they receive personalized service. Once believed to be a hard-wired trait, empathy is truly a skill that can be learned and coached to.

Customer Experience 166

Customer Experience Coaching Call Center Government 166

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. They don’t leave because they want more money or better benefits. They don’t leave because they don’t like their jobs or their coworkers.

Coaching 105

Coaching Customer Service Employee engagement Surveys 105

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

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. 3) You have to prepare in advance for coaching conversations, so you’re focused and confident. Prepare for Coaching Conversations.

Coaching 195

Coaching Accountability Feedback Personalization 195

Beyond Philosophy

AUGUST 21, 2017

By nature, I’m an organized person. I recently re-read an article by life coach Melanie Allen that explains ambiguity in business well. If you have the traits of a confident person, you’ll be better able to respond to factors you can’t control. I like things clear and orderly, laid out in black and white. Trust your gut.

Consulting 351

Consulting Consulting Healthcare Coaching 351

ShepHyken

MARCH 6, 2020

This week we feature an article by Patricia Fripp, executive speech coach and sales presentation skills trainer. As the late great radio personality Paul Harvey said when we spoke at a convention in Las Vegas, “For a company’s advertising strategy to work, it has to be handled corporately and also individually.”.

Customer Service 243

Customer Service Coaching Advertising Scripts 243

Beyond Philosophy

NOVEMBER 11, 2014

“ Duhigg goes on to say that understanding consumers’ shopping habits and personal habits for marketing is a priority despite the fact that most of us are hardly aware of those patterns ourselves. Charles Duhigg is a staff writer for The Times and author of “ The Power of Habit: Why We Do What We Do in Life and Business. ”

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

Beyond Philosophy

JULY 14, 2022

I’ve coached team members to let their humor come out in business. Here’s a great example of this type of humor from Studio C featuring Scott Sterling’s face : A lot of sarcasm, especially barbed sarcasm where the other person doesn’t pick up on it, would be an example of humor inspired by the Superiority Theory.

Coaching 413

Coaching Consulting Consulting Personalization 413

Toister Performance Solutions

OCTOBER 10, 2024

Employees learn more from coaching, feedback, and mentorship than they do from content delivered in a formal program. Create a personal development plan. You can also develop your training skills through volunteering with a nonprofit organization in your community. Find your local chapter. Take a train-the-trainer course.

Customer Service 102

Customer Service Coaching Feedback Personalization 102

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. From Jeremy Hyde: How do your leaders calibrate on what they “coach” on and how/when they approach it?

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Toister Performance Solutions

NOVEMBER 14, 2024

Develop the perfect phone greeting (A) Create personal connections (A) How to fill dead air (A) Manage holds and transfers Control the call with friendliness Complete the quiz at the end of Chapter 1 Week 2: Building rapport over the phone This week's theme is building rapport with customers. Start by reviewing the week one assignments.

Customer Service 92

Customer Service Coaching Best practices Contact Center 92

Vistio

FEBRUARY 24, 2025

Generic coaching, delayed reviews, or feedback that lacks actionable steps often gets lost in the daily rush of customer interactions. This happens for a few key reasons: Lack of Personalization: A one-size-fits-all approach doesnt account for individual agent strengths, weaknesses, and learning styles.

Feedback 52

Feedback Coaching Contact Center Personalization 52

Myra Golden Media

MAY 13, 2019

The customer is ranting so loudly that the person across from her can hear his voice. If your people struggle with escalations and demanding customers, join me for this webinar and gain tactics to train and coach your employees to handle demanding customers with more confidence and ease. But your employee is calm and confident.

Coaching 235

Coaching Call Center Personalization Customer Experience 235