Quality Contact Solutions

DECEMBER 16, 2020

Recently I was asked what the key was to create a robust B2B Telemarketing Script. It’s a good question, and after having helped develop and implement thousands of successful scripts over the years, I don’t have that 30-second elevator pitch answer to that question. What is the goal of the script?

Telemarketing 52

Telemarketing Scripts B2B Call Center 52

Education Services Group

OCTOBER 26, 2022

Here are some helpful coaching tips: Help CSMs remove tactical communications out of their recurring strategic meetings. Coach CSMs on forecasting scenarios that may negatively impact their customers and strategies to provide them with predictive and proactive information early to build trust.

Coaching 52

Coaching Scripts Education Metrics 52

Callminer

MAY 29, 2019

Agents testing this path can be scored against adherence to the desired script or their ability to identify language which indicates a willingness to buy. This presents a huge risk to the call center. Improving coaching and training. Ensuring compliance. Call recordings can help drive the right kind of compliant behavior.

Contact Center 223

Contact Center Coaching Analytics Call Center 223

ShepHyken

MARCH 6, 2020

This week we feature an article by Patricia Fripp, executive speech coach and sales presentation skills trainer. Patricia Fripp is an executive speech coach and sales presentation skills trainer. She delivers her message through keynote speeches, breakout sessions, and in-depth customized training and coaching.

Customer Service 156

Customer Service Coaching Advertising Scripts 156

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 103

Sales Coaching Scripts B2B 103

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. Remember to present the recap from the customer’s perspective. They use canned, scripted responses that lack sincerity. Acknowledge.

Call Center 265

Call Center Customer Service Scripts Coaching 265

Global Response

MAY 15, 2023

Most importantly, QA processes should: be ongoing target every channel that you’re active on integrate with your key metrics provide actionable insights and results Creating scripts is another important aspect of implementing quality control. Timely: Provide real-time feedback and coaching.

Call Center 62

Call Center Scripts Coaching outsourcing 62

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. Good scripting can lessen the amount of decision making, but another way to counteract.

Call Center 182

Call Center Management Scripts Coaching 182

Hero Digital

JULY 9, 2019

Not only is the future is female, but we should be reminded that the present is also female. As an athlete and ski and soccer coach – including for athletes bound for the Olympics – Cindy brought to life her personal experience of five principles that attendees could apply to their own career paths. Cindy Zerger , Sr.

Scripts 40

Scripts Coaching Personalization Consulting 40

Balto

OCTOBER 27, 2022

A recent increase in funding has also enabled CMS to hire additional administrative law judges (ALJs) to help reduce the backlog of current Medicare provider appeals, which presently sits at five years. Maintain Updated Scripts and Playbooks. Coach in Real Time. 3 Ways to Prepare for Stricter Compliance Audits (in Real Time).

Scripts 52

Scripts Coaching Education Contact Center 52

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 99

Sales Coaching Scripts Personalization 99

DMG Consulting

AUGUST 10, 2023

Based on the real-time data analysis and/or client-defined rules, the application presents agents with the most appropriate responses to share, actions to take, or offers to make to the customer. Like what you’re reading? Signup for DMG’s free monthly newsletter.

Upselling 48

Upselling Scripts Average Handle Time Coaching 48

Balto

AUGUST 22, 2022

For decades, agents would read from a set-in-stone script, like what you’d find in a Frequently Asked Questions section of a website. Agents were unable to veer from the script. AI-driven guidance systems don’t mandate a script but, instead, pull from several scripts. Surprising Results.

Contact Center 52

Contact Center Scripts Gamification Coaching 52

DMG Consulting

SEPTEMBER 12, 2023

Insights from this analysis are combined with contextual information about the interaction and used to deliver the content, procedures, knowledge articles, scripts, and guidance to assist agents in real-time and drive positive outcomes.

Consulting 48

Consulting Consulting Marketing Average Handle Time 48

UJET

MAY 19, 2020

Inexperienced agents need more in-depth training like call scripts, platform demos, and lessons on best practices. An entry-level agent is going to be presented a lot of information and will get overwhelmed if it’s just thrown at them. Leveled Training and Targeted Coaching. Live Agent Training with Video.

Scripts 82

Scripts Best practices Coaching Education 82

Integrity Solutions

JULY 24, 2024

Empowering Your Sales Team with a Conversation Framework Because every customer is different, training that encourages scripted approaches to selling falls short. It equips salespeople with everything they need to present a solution that has meaningful value from the customer’s perspective as well as the company’s.

Sales 88

Sales Coaching Marketing Scripts 88

ThriveableBiz

DECEMBER 11, 2022

2 It’s All in The Script And the best way to engage a stranger is to script it first. You might be the exception, they do exist, but most of us will find it so much easier to use a script. So script it. You can script the spontaneity. #3 The single thing he did to nail any presentation was practice.

Marketing 52

Marketing Scripts Entertainment Coaching 52

BlueOcean

OCTOBER 7, 2024

Ask yourself: Are agents “coached” for performance or are they just “corrected” for making mistakes? How a company acts and reacts, especially when the going gets tough, depends so much on the trust and respect that is either present or absent within the management team. Is the senior leadership present and fully engaged in your visit?

Contact Center 62

Contact Center outsourcing Sales Government 62

BlueOcean

OCTOBER 7, 2024

Ask yourself: Are agents “coached” for performance or are they just “corrected” for making mistakes? How a company acts and reacts, especially when the going gets tough, depends so much on the trust and respect that is either present or absent within the management team. Is the senior leadership present and fully engaged in your visit?

Contact Center 62

Contact Center outsourcing Sales Government 62

UJET

MAY 19, 2020

Inexperienced agents need more in-depth training like call scripts, platform demos, and lessons on best practices. An entry-level agent is going to be presented a lot of information and will get overwhelmed if it’s just thrown at them. Leveled Training and Targeted Coaching. Live Agent Training with Video.

Scripts 72

Scripts Best practices Coaching Education 72

ThriveableBiz

DECEMBER 11, 2022

. #2 It’s All in The Script And the best way to engage a stranger is to script it first. You might be the exception, they do exist, but most of us will find it so much easier to use a script. So script it. You can script the spontaneity. #3 The single thing he did to nail any presentation was practice.

Marketing 52

Marketing Scripts Entertainment Coaching 52

Balto

AUGUST 23, 2024

Insightful Data-Driven Reports: Track long-term quality trends and assess coaching effectiveness through comprehensive reports. Automated recommendations also aid in specialized coaching, improving dialogue quality and overall outcomes for your company and customers. Key Highlights: AI-driven Insights: Convin.ai

Call Center 52

Call Center Coaching Surveys CRM 52

Tethr

JUNE 30, 2020

Typical scorecard metrics—did the agent use the proper greeting, say the customer’s name three times, thank them for their loyalty, follow compliance scripts, etc.—might But are they actually measuring true quality? Are the metrics your business focuses on measuring actual quality in any discernible way?

Customer effort 65

Customer effort Scripts Coaching Metrics 65

Integrity Solutions

MARCH 3, 2020

The most persistent contact center challenges can be overcome by making coaching a part of the culture and developing your agents’ listening and problem-solving skills. And if the managers aren’t able to keep on top of things like onboarding, coaching and turnover, agent performance will continue to lag behind.

Contact Center 59

Contact Center Coaching Scripts Management 59

Integrity Solutions

JUNE 10, 2024

Too often, salespeople are replacing the hard sell approach with a generic scripted one. Both of these customers need a salesperson who can engage in a high-quality, human-to-human conversation with them, and you can’t do this by reciting a script. There are many sales processes available.

Sales 109

Sales Scripts Personalization Coaching 109

Callminer

JULY 23, 2019

Others are from training and leadership professionals, experts in the area of training and coaching employees. When needed, provide additional targeted coaching that addresses the agent’s specific needs, and reinforce what they are doing right.” Leverage analytics to offer targeted agent training and coaching.

Best practices 140

Best practices Feedback Call Center Coaching 140

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

NobelBiz

MARCH 14, 2023

Inadequate Technology Solutions Inadequate or out-of-date technology solutions present a serious impediment for businesses. Automation and Streamlined Compliance Procedures: While automation and streamlined compliance procedures can offer many benefits to businesses, they can also present hurdles if not implemented properly.

Contact Center 52

Contact Center Scripts Call Center Government 52

NobelBiz

MARCH 14, 2022

Outbound call scripts are important but are they vital? Scripts can assist outbound agents in better remembering information, avoiding mistakes, and being consistent. If you decide to build scripts for your outbound approach, the key is to think of them as a tool for agents rather than a requirement. What does that entail?

Contact Center 52

Contact Center Scripts Average Handle Time Cloud contact 52

NobelBiz

OCTOBER 8, 2024

Call Monitoring: Supervisors can listen in on calls, providing real-time coaching and support to agents. Benefits of Multi-Modal Engagement: Increased Touchpoints: Engaging through multiple channels increases the chances of conversion by ensuring you’re present where your prospects prefer to communicate.

Outbound sales 52

Outbound sales Sales CRM Call Center 52

The Mindful Call Center

SEPTEMBER 26, 2016

Have a short mock-call with an excerpt from a script in the first interview. In the second interview, a lengthier mock call that includes coaching should be done. Present the prospect with a short script and include two objections and scripted responses. One, do they implement the coaching well?

Call Center 48

Call Center Scripts Coaching Feedback 48

The Mindful Call Center

SEPTEMBER 26, 2016

Have a short mock-call with an excerpt from a script in the first interview. In the second interview, a lengthier mock call that includes coaching should be done. Present the prospect with a short script and include two objections and scripted responses. One, do they implement the coaching well?

Call Center 48

Call Center Scripts Coaching Feedback 48

Fonolo

SEPTEMBER 30, 2022

While product knowledge, scripts, and protocols are important parts of training your agents, neglecting call center soft skills can affect your call center’s performance. While scripts are great for unifying company messages and standardizing the customer experience, reading lines verbatim may come across as cold and robotic.

Call Center 81

Call Center Scripts Contact Center Average Handle Time 81

IdeasUnlimited

OCTOBER 5, 2021

By being the first point of contact for your customers, they can present a professional company persona thanks to their training, coaching and pre-planned scripts. Coaching a staff in-house for smaller businesses is usually not feasible. Call center agents are essentially the front line of your business.

Call Center 98

Call Center outsourcing Coaching Scripts 98

Integrity Solutions

MAY 2, 2019

It’s easy to skip over steps like building rapport, getting people to talk about themselves and listening to uncover needs when you have a script and you’re eager to talk about product features and benefits. Star reps, on the other hand, don’t present; they ask. 3 Takeaways from the AA-ISP 2019 Leadership Summit.

Sales 73

Sales Technology Coaching Scripts 73

NobelBiz

FEBRUARY 13, 2024

This tool is ingeniously designed to present client information alongside contact details before the call is made. Call Whispering Call whispering allows supervisors to coach agents during live calls by providing them with information or advice without the customer hearing, improving the quality of service in real-time.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

Integrity Solutions

JANUARY 22, 2024

They’re not just repeating polished marketing messages or scripted sales talking points that are designed only to push someone to buy. That means being humble, empathetic, punctual and present. This is part of being present in any conversation you have with another person. We all want to feel seen, heard and valued.

Sales 57

Sales Calibration Scripts Personalization 57