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Six Essential Skills for Effective Customer Service Coaching

CSM Magazine

Effective customer service coaching is essentialnot just to ensure your team meets customer expectations but to help them exceed them. Coaching your team to deliver outstanding service requires more than just providing feedback or hosting training sessions. Run workshops that simulate real-life problems your team might encounter.

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An Interview with Kate Nasser: Better #PeopleSkills

Customers That Stick

Kate Nasser, The People Skills Coach™ , is a smart, energizing, experienced speaker, coach, and workshop leader. Moreover, some companies have minimized the focus on care and maximized the focus on scripts and metrics — not great for people skills.

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21 Call Center Managers Share Their Favorite Call Center Leadership Activities

Callminer

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.

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Why Empathy Is the Secret Ingredient in Customer Support

CSM Magazine

Active Listening Workshops : Empathy begins with listening. Offer workshops that focus on active listening techniquesthings like reflecting back what a customer says and avoiding interruptions. Blend initial sessions with ongoing coaching to keep empathy top of mind. Scripts shouldnt box agents into rigid responses.

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Why Empathy Drives Success in Modern Customer Support

CSM Magazine

Active Listening Workshops : Empathy begins with listening. Offer workshops that focus on active listening techniquesthings like reflecting back what a customer says and avoiding interruptions. Blend initial sessions with ongoing coaching to keep empathy top of mind. Scripts shouldnt box agents into rigid responses.

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The Ultimate Guide to Call Center Training

Fonolo

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. Include workshops and group activities as much as possible! Still have questions about call center training? What is Call Center Training? Act it out.

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How to Use the CSAT Metric in Your CX Program

GetFeedback

Flip the script on your results and use that as a motivator. Goal 2: Coach employees. Using this to coach employees and share how to improve their feedback will help improve the experience overall for future customers. . Share results with your teams and use for coaching and improvement. FREE TOOL: CSAT CALCULATOR .

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