Tethr

JULY 23, 2020

Innovations in AI and machine learning can help identify specific agent behaviors that need coaching. Powering agent coaching opportunities. A Fortune 1000 retailer is using AIS to power agent coaching opportunities. With this understanding, he can be more effectively coached to improve. Now, agents aren’t perfect.

Coaching 68

Coaching Surveys Upselling Scripts 68

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

CSM Magazine

JANUARY 2, 2025

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. While scripts are useful for guiding conversations, they work best when framed with language that feels human and heartfelt.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

Balto

JULY 7, 2022

When agents make mistakes on calls that lead to negative outcomes, it’s because they forget what to say and should be coached. When agents intentionally go off script, it’s because they are improvising to get a better call outcome and should be encouraged. It may take a few sessions before coaching and training effectively sink in.

Scripts 52

Scripts Coaching Surveys Construction 52

CSM Magazine

JANUARY 2, 2025

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. While scripts are useful for guiding conversations, they work best when framed with language that feels human and heartfelt.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

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. Here are 6 sample scripts for common live chat support scenarios.

Scripts 67

Scripts Coaching Surveys Accountability 67

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

AWS Machine Learning

DECEMBER 21, 2023

Typically, call scripts guide agents through calls and outline addressing issues. Well-written scripts improve compliance, reduce errors, and increase efficiency by helping agents quickly understand problems and solutions. To use Amazon Bedrock, make sure you are using SageMaker Canvas in the Region where Amazon Bedrock is supported.

Contact Center 120

Contact Center Scripts Interactive Voice Response contact center solutions 120

TechSee

SEPTEMBER 29, 2020

Customers will jump at the opportunity to help themselves – 90% of respondents in a Microsoft survey say they expect brands and organizations to offer a self-service option. Monotony can be alleviated by changing scripts or desk placement, for example. Reduce second-time calls with better FCR.

Call Center 196

Call Center Self service Gamification Contact Center 196

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

GetFeedback

AUGUST 14, 2019

This is done with a formula to see the percentage of customers who selected very satisfied or somewhat satisfied against the whole of your customers surveyed. . Such as: (Number of satisfied customers (4 and 5) / Number of survey responses) x 100 = % of satisfied customers . Flip the script on your results and use that as a motivator.

Metrics 109

Metrics Journey mapping Surveys Coaching 109

Integrity Solutions

SEPTEMBER 23, 2024

In a recent survey examining the state of the sales enablement function, 68% of respondents agreed that advancing a sales enablement strategy is key to business performance. Imagine this scenario: You are a new coach of a tennis team comprised of mostly average players. That’s what effective coaching is all about.

Sales 101

Sales Coaching Telecommunications Accountability 101

Balto

JUNE 28, 2022

New report uncovers key script adherence insights, makes case for an anti-script approach for better call outcomes. Louis, MO — Balto’s Conversation Excellence Lab has released a new report challenging the role of call scripts in the contact center. 64% of agents identified something they would like to change in their scripts.

Scripts 52

Scripts Contact Center Coaching Surveys 52

Balto

FEBRUARY 20, 2023

Myth: Call coaching software is only helpful for onboarding new agents. Fact: 61% of tenured agents use call coaching software and those who do have higher job satisfaction and other success metrics across the board. How Does Call Coaching Software Help New Agents? How Does Call Coaching Software Help Tenured Agents?

Coaching 52

Coaching Gamification Average Handle Time Contact Center 52

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. Straight sales?

Best practices 81

Best practices Scripts Outbound sales Coaching 81

Spearline

NOVEMBER 30, 2021

Consider asking your customers to fill out a short survey after every call. 5. Dedicate the time to coach, and give regular feedback to your agents. Genuinely coaching an agent will prove that you are invested in him or her, boosting both motivation and attrition rates in your organisation. Don’t ignore unspectacular cases.

Customer Experience 105

Customer Experience Telecommunications Coaching Call Center 105

VirtualPBX

MAY 16, 2024

Appointment Setting Customer Retention Customer Notifications Customer Service Debt Collection Focus/Research Groups Follow-Ups Fundraising Information Requests/Updates Market Research Product Inquiries Sales Cold Calls Surveys Technical Support Telemarketing Telesales Did you know?

Telemarketing 106

Telemarketing virtual call center call center professionals Technical Support 106

SharpenCX

DECEMBER 23, 2019

The American Express 2017 Customer Barometer Survey found that 62% of customers said a representative’s knowledge or resourcefulness was key to their positive service experience. An agent who lets their bad attitude seep into the customer service experience flips the script and diminishes trust. Your agents are superheroes in disguise.

Contact Center 107

Contact Center Customer Service Coaching Contact center software 107

TechSee

JANUARY 14, 2020

AI makes personalized real-time agent coaching possible based on speech-to-text transcriptions and analytics, enabling agents to receive helpful feedback while they are speaking with the caller, instead of days or weeks later. Rejecting doomsday predictions that robots will take their jobs, many agents are embracing AI technology.

Call Center 124

Call Center Virtual Agent Self service Contact Center 124

ROI CX Solutions

APRIL 15, 2025

Provide regular training on deescalation techniques Implement continuous agent coaching and weekly or monthly team trainings, highlighting successful strategies and addressing common questions or concerns from agents. Evaluate customer surveys and brainstorm strategies to empower your team with the latest, most accurate trends.

Customer Service 52

Customer Service Brand ambassadors Wait times Coaching 52

Satrix Solutions

JANUARY 29, 2021

I think we would all agree – customer surveys are everywhere. Despite such prolific use of surveys as a central component of customer experience programs, many B2B companies are failing to maximize their return on investment. Closing the loop is not about seeking blame. But it is not always true, in fact, it is hardly ever true.

Scripts 78

Scripts Surveys Feedback Customer centricity 78

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

TechSee

JANUARY 14, 2020

AI makes personalized real-time agent coaching possible based on speech-to-text transcriptions and analytics, enabling agents to receive helpful feedback while they are speaking with the caller, instead of days or weeks later. Rejecting doomsday predictions that robots will take their jobs, many agents are embracing AI technology.

Virtual Agent 109

Virtual Agent Self service Contact Center Call Center 109

Calabrio

NOVEMBER 25, 2020

The one-size-fit-all script no longer cuts it. Valuable statistics from ACD reports, quality surveys and staffing systems can help optimize routing rules, staff schedules and agent coaching programs. Technology Fuels Contact Center Transformation. The research team takes on a new priority in today’s world.

Contact Center 122

Contact Center Self service Banking Analytics 122

Customer Relationship Metrics

JULY 26, 2017

You’ve conducted surveys, created committees, put in recognition programs, and still you struggle. A Towers Watson survey, shows that only half of managers set effective employee goals. Think about the evaluation, the calibration, and the coaching. Surveys that “only” ask you to rate agent performance. Trust and Fairness.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

Calabrio

MARCH 5, 2025

Surveys and Feedback: Customer satisfaction (CSAT) scores, Net Promoter Scores (NPS), and post-interaction surveys. In the process, they equip leaders to identify skill gaps, deliver targeted coaching, and develop effective ongoing training programs. Transactional Data: Purchase history, order tracking, and payment information.

Analytics 52

Analytics Customer Experience Agent Empowerment Contact Center 52

Noble Systems

JUNE 30, 2020

Businesses can gather actionable insights from all interactions, rather than from a smaller percentage of calls, allowing them to uncover information that might only rarely come up in voluntary surveys. The results can also be used to impact sales and marketing initiatives and highlight any operational issues in the contact center.

Analytics 98

Analytics Contact Center Call Center Scripts 98

Balto

MARCH 3, 2025

Smart Sentiment Analysis Features: Tone detection Emotion recognition Context understanding Cultural nuances Real-time transcription services convert conversations into searchable text, enabling instant quality monitoring and coaching opportunities. The system suggests relevant solutions without forcing rigid scripts.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52

NobelBiz

JULY 25, 2023

Meet the renowned Contact Center Coach, Michael Tamer, also a training expert, CEO at Proponisi, and an accomplished author. We’re thrilled to have him as our special guest on the show, where we delve into the world of training and coaching. Discover how AI integration influences agents and the age of anti-script.

Analytics 98

Analytics Call Center Contact center software Scripts 98

Tethr

JUNE 17, 2020

Before using Tethr and TEI, the company depended on QA to surface potential problems with a specific call based on a low customer effort score received via their survey platform.

Telecommunications 65

Telecommunications Average Handle Time Coaching Scripts 65

Tethr

JUNE 5, 2020

Gathering feedback from those employees in the trenches matters.Send out anonymous surveys, put out a suggestion box, hold weekly roundtables and emphasize the importance of the agent’s experience. Get rid of scripts. As long as your reps have an updated knowledge base, scripts are not necessary.

Morale 64

Morale Contact Center Gamification Scripts 64

Upstream Works

DECEMBER 20, 2022

McKinsey’s American Opportunity Survey found that 58% of American workers can work from home at least once a week; 87% said they take the opportunity to work flexibly when they have the chance. A second virtual agent use case is assisting or coaching agents during the interaction with customers.

Customer Experience 78

Customer Experience Virtual Agent Contact Center Scripts 78

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

SharpenCX

MAY 16, 2022

Common goals can be lead generation, proactively alerting customers to a problem, requesting to participate in satisfaction surveys and more. Aim to Connect Through Strong Scripts. Whether an agent is a naturally gifted speaker or someone who needs more coaching and guidance, everyone needs a solid script.

Contact Center 67

Contact Center Scripts Call Center call center software 67

Balto

JUNE 3, 2022

Take Engagement Surveys Seriously. Over 67% of contact centers measure engagement through periodic agent feedback surveys. Surveys can be a great tool, particularly when given to remote agents prone to disengagement, but the feedback must actually be put to use. If you don’t yet complete engagement surveys, start now.

Gamification 52

Gamification Scripts Contact Center Surveys 52

OctopusTech

JUNE 18, 2024

Along with that, you may also consider offering real-time coaching. You can use it to improve protocols, scripts, and agent skills through recorded calls. Targeted coaching helps underperforming agents improve faster as well. Survey Callers Get customer feedback on call quality, agent courtesy, issue resolution, etc.

Call Center 62

Call Center Interactive Voice Response Real estate First call resolution 62

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. Straight sales?

Best practices 54

Best practices Scripts Outbound sales Coaching 54