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 357

Coaching Customer centricity Accountability Feedback 357

CX Global Media

JANUARY 15, 2019

During this training webinar with Melissa she will answer: How to engage and empower Agents to take independent action on their performance. 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. Spoils of War.

Contact Center 304

Contact Center Schedule adherence Coaching Metrics 304

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. For information, contact 314-692-2200 or www.hyken.com.

Coaching 325

Coaching Feedback Customer effort Surveys 325

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

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 Coaching 419

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 342

Coaching Customer Service Personalization Customer Experience 342

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 325

Coaching Personalization Customer Service Management 325

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

Fonolo

JANUARY 31, 2023

Call center training has always been one of the key pillars of running a successful call center. A strong call center training program should not just be part of your onboarding process. Still have questions about call center training? What is Call Center Training? Don’t just pick one.

Call Center 141

Call Center Contact Center Coaching Gamification 141

SharpenCX

SEPTEMBER 29, 2021

We’ve compiled four employee training templates to give you practical strategies to increase learning and training in your contact center. And, 68% of employees say training and development is a company’s most important investment. Employee Training Templates for Quarterly Skills-Based Learning. Where do you start?

Contact Center 137

Contact Center Coaching Employee engagement Call Center 137

Contact Center Pipeline

AUGUST 18, 2021

I’ve always known that I must listen more than I speak when coaching an agent. However, when I first became a team lead, I was always thinking about my response while the other person was speaking. The conversation running in my head kept me from actively listening to what the agent was saying, and I […].

Coaching 130

Coaching Personalization Contact Center Call Center 130

ShepHyken

DECEMBER 10, 2019

Train the rest of your employees to that exemplary behavior. 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. How can I best train my employees? How can AI empower my employees?

Coaching 263

Coaching Contact Center Analytics Call Center 263

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 263

Coaching Sales Customer Service Personalization 263

Fonolo

NOVEMBER 23, 2021

When you think of the phrase “call center training”, does the word fun come to mind? After all, workplace training has a reputation for being dull with endless PowerPoint presentations and the occasional role-playing exercise. Agent training is more important than ever before. Balancing education and engagement.

Call Center 148

Call Center Abandon rate Gamification Education 148

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

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

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 255

Customer Service Coaching Advertising Scripts 255

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

Toister Performance Solutions

DECEMBER 12, 2024

Imagine a customer service training program for your team. Employees don't get any training at all if they're out sick, on vacation, or hired after the annual program. The advantages of weekly training The 5-5-5 training approach uses a weekly cadence to develop your team one skill at a time. Low retention. Bad timing.

Customer Service 104

Customer Service Coaching Contact Center Management 104

Toister Performance Solutions

NOVEMBER 14, 2024

This plan will help you train employees who serve customers over the phone. This training plan uses a unique approach to training videos. Step 1: Create a training plan. Tell your team about the training and what to expect. Tell your team about the training and what to expect. Why is it important?

Customer Service 92

Customer Service Coaching Best practices Contact Center 92

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. You might take some ideas from what they did: All leaders attended Situational Leadership II training.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Myra Golden Media

MAY 13, 2019

The customer is ranting so loudly that the person across from her can hear his voice. But they could just as easily be your employees after skill training on how to calm down angry and agitated customers. Imagine your newest and most timid employee’s next call is from an irate customer. But your employee is calm and confident.

Coaching 235

Coaching Call Center Personalization Customer Experience 235

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

Call Design

JUNE 29, 2020

While experience is never a bad thing, your team can always train someone to improve their skills. 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.

Management 202

Management Coaching Consulting Consulting 202

Myra Golden Media

APRIL 1, 2019

You have a responsibility to train employees, coach, and give feedback. ” “I need someone in this position who can consistently be on time, and I hope that person is you.” ” “I need someone in this position who can consistently be on time, and I hope that person is you.” ” 3. .”

Morale 276

Morale Coaching Feedback Management 276

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

MARCH 28, 2019

However, most of them are coaching sites, so I can see why he says it.). I mean, yes, it could be an issue for one person on a random Tuesday, but let’s get the product out there for everyone else! We just engaged in some of that thinking at Beyond Philosophy with training we launched. 38 seconds. The “Ready, Fire, Aim!”

Management 359

Management Consulting Consulting Benchmark 359

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. You must train your team members to perform at the highest level possible. It’s also critical that you train your customer service employees.

Coaching 105

Coaching Customer Service Employee engagement Surveys 105

Fonolo

SEPTEMBER 17, 2020

In reality, there is no perfect personality type that will fulfill everything you need. Extroverted personalities are typically highly sought-after for sales and customer service roles. These individuals are generally perceived as more personable, making them ideal in public-facing positions and social situations. .

Contact Center 128

Contact Center Personalization Call Center Coaching 128

CCNG

JULY 10, 2024

Unlike conventional automation tools, GenAI adds a human touch, crafting personalized responses that cater to each customer’s unique needs. Continuous training and updates ensure that GenAI stays relevant and accurate over time, keeping contact centers ahead of evolving customer demands. The benefits of GenAI are manifold.

Contact Center 195

Contact Center Gamification Brand ambassadors CCNG 195

Outsource Consultants

APRIL 12, 2021

In part two, we’re focusing on how business leaders can work with their BPO partners to set more ambitious training targets. In the last year, organizations with rock-solid training processes were handsomely rewarded, quickly scaling their teams remotely as the need for work-from-home agents skyrocketed. What gets you over the hump?

Management 125

Management outsourcing Gamification Average Handle Time 125

CCNG

JANUARY 25, 2023

Leadership – “Form More Personalized Connections” Now more than ever, it’s critical that leaders form more personalized connections with their teams. Coaching and Development – “Adapt Based on the Environment” The way your teams learn has now changed, so the way you coach, monitor, and develop your teams needs to change too.

Call Center 195

Call Center Coaching Employee engagement Benchmark 195

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. pissedconsumer.

Call Center 265

Call Center Customer Service Scripts Coaching 265

ShepHyken

NOVEMBER 16, 2022

Somehow, the woman working reception was more interested in the process than the person. If we hire qualified people and properly train them to do their jobs, we should let them do what they were hired to do. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com.

Coaching 238

Coaching Customer Service Personalization Management 238

Steve DiGioia

OCTOBER 15, 2018

But too many companies think only a specific department is the “service department” and that’s where they focus their customer service training dollars. New hires are trained, coached, and instructed on the nuances of the business. But, are they the only employee(s) that should be properly trained to answer the customer?

Coaching 126

Coaching Brand ambassadors Personalization Customer Service 126

Integrity Solutions

SEPTEMBER 28, 2023

Their emphasis customer service training delivers end-to-end service excellence that is driving strong loyalty, competitive differentiation and direct revenue generation. WHAT TO LOOK FOR IN CUSTOMER SERVICE TRAINING PROGRAMS A customer service culture has to be built on more than just words.

Customer Service 106

Customer Service Coaching Contact Center Banking 106

ShepHyken

JUNE 19, 2018

Shep Hyken is joined by Marilyn Suttle , conference speaker, bestselling author, and coach, to discuss her new book, Color Their World – The Art of Creating Strong Customer Loyalty. ?. Reinforcement is just as important as training. How does training and reinforcement impact employee attitudes and behavior?

Construction 197

Construction Coaching Employee engagement Feedback 197