Integrity Solutions

SEPTEMBER 23, 2024

As sales leaders grapple with continual volatility and complexity in the selling ecosystem, they’ve increasingly turned to sales enablement strategies to help improve sales outcomes and drive growth more efficiently. Imagine this scenario: You are a new coach of a tennis team comprised of mostly average players.

Sales 101

Sales Coaching Telecommunications Accountability 101

TeleDirect

APRIL 7, 2025

With the right training strategies in place, call centers can deliver superior customer experiences, improve agent performance, and drive business growth. Develop a Standardized Training Curriculum Create a comprehensive, easy-to-follow training manual that includes scripts, FAQs, escalation protocols, and examples.

Call Center 62

Call Center First call resolution Best practices Gamification 62

JustCall

JULY 29, 2021

It involves a continuous practice of coaching sales teams. In fact, sales coaching plays a role in raising a high-performing team of sales reps. But statistics show that with sales coaching, sales teams are able to attain 91% attainment of sales quota. So, are you tapping into coaching for your sales reps?

Coaching 86

Coaching Sales Scripts Construction 86

ShepHyken

FEBRUARY 24, 2017

Certainly, the alternative of having customers on hold for hours during a critical time is not a wise strategy. Preparation should include coaching in how to address customer concerns as well as training in backup and emergency systems that are brought online to manage call spikes. The following are key areas to consider.

Contact Center 211

Contact Center Interactive Voice Response Scripts Coaching 211

Callminer

SEPTEMBER 23, 2020

Call centers that implement agent performance management solutions equip their agents with the ongoing coaching and training needed to perform at their best. “A good outbound sales script contains a strong connecting statement. Leverage speech analytics software for ongoing training and coaching. Aim to connect.

Best practices 182

Best practices Call Center Outbound sales Telemarketing 182

Momentum Telecom

FEBRUARY 5, 2025

Below, well explore why real-time call analytics are a must-have, which insights to focus on in your strategy, and how Momentums Call Reporting for Microsoft Teams helps unify your voice data with the rest of your communication stack. What advanced features should your strategy include? Get even more value out of Microsoft Teams.

Analytics 52

Analytics Abandon Call Abandon rate Call Logging 52

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 156

Customer Service Coaching Advertising Scripts 156

Calabrio

MARCH 5, 2025

Effective call quality monitoring solutions and the contact center quality management programs they support provide valuable insights that drive agent coaching, process optimization, and ultimately, increased customer satisfaction and loyalty. Why is call quality monitoring so important in the contact center?

Best practices 52

Best practices Coaching Scripts Contact Center 52

Customers That Stick

OCTOBER 2, 2014

Kate Nasser, The People Skills Coach™ , is a smart, energizing, experienced speaker, coach, and workshop leader. Are there different people skill strategies to apply based on the channel you are engaged with your customer? To engage Kate Nasser’s keynotes, workshops, and coaching, visit her blog. To some extent yes.

Coaching 152

Coaching Government Scripts Employee engagement 152

aircall

APRIL 21, 2017

Approaching an outbound campaign requires a sound outbound calls strategy. Detail your outbound calls strategy. Your outbound call strategy needs to be defined long before anyone picks up the phone. To use scripts or not to use scripts? We’ve looked at the advantages of call center scripts.

Best practices 81

Best practices Scripts Outbound sales Coaching 81

Calabrio

APRIL 24, 2025

QA specialists spend hours on repetitive tasks, diverting resources that could be used for higher-value activities like strategic analysis and targeted coaching. Automated Compliance Monitoring Proactively identifies and flags interactions with potential compliance breaches or adherence issues based on predefined rules and scripts.

Quality management 52

Quality management Customer Experience Management Coaching 52

SharpenCX

MAY 26, 2021

Your Step-By-Step Guide to Building Better Customer Experience Strategies Use data you already have to build actionable strategies for a better customer experience Get the eBook. Stiff scripts and robotic conversations don’t give your customers the warm fuzzies. The script to kick off any interaction.

Scripts 67

Scripts Customer Service Contact Center Finance 67

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

Balto

JUNE 23, 2022

“The anti-script doesn’t mean that you should wing it on every call… what anti-script means is, think about a physical paper script and an agent who is reading it off word for word… you’re taking the most powerful part of the human out of the human.” Share on Twitter. Share on Facebook.

Scripts 52

Scripts Coaching Contact Center Surveys 52

Balto

JANUARY 6, 2025

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 Contact Center 52

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. Understand customer needs and expectations.

Scripts 62

Scripts Call Center Customer Service Coaching 62

SharpenCX

MARCH 25, 2021

But how can you effectively coach and improve the performance of a dispersed workforce? And using data from real customer conversations gives you the context you need to effectively coach your team. That’s why I’m diving in on how to use speech analytics to improve coaching and engagement in your call center. .

Coaching 67

Coaching Call Center Analytics Quality management 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. Read Now] Coach agents to create urgency, not emergency. Then, coach them to use those insights and feelings as they work with customers.

Contact Center 128

Contact Center Coaching Scripts Average Handle Time 128

CSM Magazine

JANUARY 2, 2025

Implementing Empathy in Customer Support Teams Empathy isnt a skill that magically appearsit takes intentional effort and the right strategies to make it part of your teams DNA. Blend initial sessions with ongoing coaching to keep empathy top of mind. Scripts shouldnt box agents into rigid responses.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

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

Callminer

FEBRUARY 4, 2021

Coaching needs to happen in real time from management. The importance of an omnichannel strategy, particularly when it comes to ‘outdated’ methods of communication. You can use AI to comb through and find the common themes and analyze which trends you need to prepare your reps to handle. DesignerShedsAU. Ben Reynolds.

Call Center 345

Call Center Contact Center Finance Consulting 345

SharpenCX

JANUARY 27, 2021

Equip your agents with scripts for efficient and effective support. But don’t let these scripts replace any coaching methods or strategies you have in place (your agents aren’t robots!). These scripts are meant to be a reference–not a copy-paste response. One way to up-level your agents’ live chat techniques?

Scripts 67

Scripts Coaching Surveys Accountability 67

CSM Magazine

JANUARY 2, 2025

Implementing Empathy in Customer Support Teams Empathy isnt a skill that magically appearsit takes intentional effort and the right strategies to make it part of your teams DNA. Blend initial sessions with ongoing coaching to keep empathy top of mind. Scripts shouldnt box agents into rigid responses.

Customer Support 52

Customer Support Scripts Healthcare Feedback 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

ROI CX Solutions

APRIL 15, 2025

This guide outlines the importance of de-escalation skills, common triggers for customer anger, and strategies for resolving conflicts in both face-to-face and remote settings. A major step of your customer support strategy, even an introductory commitment to improving experiences engages the customer and alleviates tension.

Customer Service 52

Customer Service Brand ambassadors Wait times Coaching 52

CrazyCall

NOVEMBER 27, 2018

Here’s how you can improve your strategy even more. The effective marketing campaigns are laser-focused and to improve your outbound sales calls, you need to start with a well-defined outbound call strategy. KPIs, or key performance indicators, are an objective way to measure how well your outbound calls strategy is doing.

Outbound sales 64

Outbound sales Average Handle Time Scripts Sales 64

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

aircall

APRIL 21, 2017

Approaching an outbound campaign requires a sound outbound calls strategy. Detail your outbound calls strategy. Your outbound call strategy needs to be defined long before anyone picks up the phone. To use scripts or not to use scripts? We’ve looked at the advantages of call center scripts.

Best practices 54

Best practices Scripts Outbound sales Coaching 54

CX Global Media

JULY 1, 2017

Learn about what is Customer Experience going to cost, why a customer experience strategy might be something you need, the three pillars, what’s your number one priority, bettering your focus, and who to connect with. Is Omnichannel Language Support in your Contact Center Strategy? Get the full article. Get the full article.

Contact Center 13

Contact Center Agent burnout Interactive Voice Response Chatbots 13

VirtualPBX

MAY 16, 2024

For the best performance, it’s important to keep a few basics in mind when you’re developing your outbound call strategy. This way, your outbound call strategy is both efficient and effective. Lean On The Experts Have a question about outbound calling or call strategy? Meaningful customer insights.

Telemarketing 106

Telemarketing virtual call center call center professionals Technical Support 106

Customer Guru

MAY 30, 2018

Employees need to look up from their scripts, computer screens, or mobile phones and listen attentively. Coaching employees to not run by the script, listening closely to customers’ complaints, and using common sense when dealing with difficult issues could go a long way in building a customer-centric culture.

Customer centricity 95

Customer centricity Scripts Coaching Engineering 95

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

8x8

MAY 23, 2018

A software application will only get you so far when building an effective customer engagement management strategy. Here are the top 3 ways to optimize your customer service strategy: 1. Relax Script Adherence and Encourage Internal Dialogue. A time-honored call center practice is providing agents with pre-written scripts.

Customer Service 48

Customer Service Scripts Coaching Contact Center 48

JustCall

MARCH 9, 2023

Deploying the services of an artificial intelligence coach is a thing now. Organizations are using an AI call coach for sales reps looking to improve their job skills and enhance their training. In fact, middle-ranked agents are incrementally benefiting from an AI coach to improve their performance.

Coaching 52

Coaching Call Center Construction Best practices 52

ROI CX Solutions

FEBRUARY 25, 2025

Businesses can fine-tune their workforce strategies with performance metrics offered by WFM tools. Workforce management refers to the strategies and tools used to handle staffing, scheduling, and managing employees effectively. What is workforce management in a call center?

Call Center 52

Call Center Management call center workforce Employee engagement 52

SharpenCX

DECEMBER 23, 2019

An agent who lets their bad attitude seep into the customer service experience flips the script and diminishes trust. Coach and train them in-line and on-time, right after their interactions. Coaching your agents to empowerment means they’ll be ready to find unique resolutions for customers.

Contact Center 107

Contact Center Customer Service Coaching Contact center software 107

JustCall

MARCH 6, 2023

In this article, we will look at 12 strategies and tips on how to improve call center agent performance. Provide regular feedback and coaching Providing regular feedback and coaching to agents can increase agent productivity by helping them identify areas for improvement, set goals, and track progress. Let’s get started.

Coaching 52

Coaching Call Center Scripts Construction 52