CX Global Media

DECEMBER 23, 2020

The post 309: Bill Eckstrom – Coaching for Leaders and Managers appeared first on Customer Experience Strategy and Tactics. From that experience, Sean was able to learn to think on what his role is as a leader and what he brings to the table when he can't tell anybody to do anything of substance.

Coaching 156

Coaching Management Engineering Customer Experience 156

ShepHyken

MARCH 8, 2021

Automation and technology can play an important role in that strategy. 16 Tips For Boosting Customer Satisfaction With Happier Employees by Forbes Coaches Council. Forbes) 16 members of Forbes Coaches Council shared their best tips for business owners to start improving customer satisfaction with happier employees.

Airlines 363

Airlines Customer Service Coaching Surveys 363

TechSee

SEPTEMBER 29, 2020

Contact center leadership must think strategically and find sustainable call center cost reduction strategies that do not compromise the quality and efficiency of the brand’s service. The Best Call Center Cost Reduction Strategies. The post Call center cost reduction strategies appeared first on TechSee.

Call Center 196

Call Center Self service Gamification Contact Center 196

ShepHyken

AUGUST 31, 2021

Shep Hyken interviews Dan Gingiss, an international keynote speaker, coach, and author of The Experience Maker. ” About: Dan Gingiss is an international keynote speaker and coach. What is a word-of-mouth marketing strategy? The Experience Maker. Creating Consistent Exceptional Customer Experiences.

Coaching 370

Coaching Marketing Customer Care Customer Experience 370

Interaction Metrics

NOVEMBER 21, 2024

Whether you’re tackling customer service challenges or fine-tuning your approach, these strategies will help you provide great customer service and quickly increase customer satisfaction. Workshops are just the start, and ongoing measurement ensures the strategies stick. Offer additional help or follow-up options.

Customer Service 62

Customer Service Metrics Journey mapping CRM 62

CX Global Media

JANUARY 15, 2019

4 Types of Behaviors: The Coach’s Preparation Checklist. The Coaching Conversation Tip Sheet – The A to Z of What to Say! Coaching Remote Workers Tip Sheet. Coaching Top Performers Tip Sheet. Coaching Effectiveness Assessment. And you’ll learn how to Supercharge it. What’s in your Complimentary Bonus Pack?

Contact Center 304

Contact Center Schedule adherence Coaching Metrics 304

ShepHyken

NOVEMBER 20, 2020

He shares six tips and strategies to share with your team for improving the eCommerce customer experience. By coaching to handle every situation amazingly well, you can improve reputation and get more sales/. Strategies. If some strategies need an explanation, illustrate them in a process infographic like the one.

Customer Service 371

Customer Service Chatbots Education Feedback 371

Contact Center Pipeline

OCTOBER 27, 2020

The first half of 2020 will forever be defined by the global response to the novel coronavirus COVID-19. Individuals, businesses and governments worked together to mitigate an unprecedented public health crisis, ensuring human health and safety amid tremendous economic uncertainty.

Government 246

Government Coaching Contact Center Call Center 246

Fonolo

FEBRUARY 11, 2021

The good news is, we’ve done the heavy lifting and rounded up the best strategies to implement in your call center. Establish a comprehensive training & coaching program. To help them do their roles with confidence, train and coach agents regularly. Make data-driven decisions with KPIs. Let’s start with the basics.

Call Center 141

Call Center Abandon rate Coaching First call resolution 141

Callminer

MAY 29, 2019

In my opinion, if call recordings are used for QA purposes then it is a very high risk strategy to base QA decisions on anything less that 100% of calls. Improving coaching and training. Call recordings contain a huge amount of information that can be incredibly useful for coaching and training purposes.

Contact Center 223

Contact Center Coaching Analytics Call Center 223

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

SharpenCX

AUGUST 4, 2021

When businesses focus on improving their customer experience and service strategy, they can see up to an 80% increase in revenue. . But, over time, your once-polished customer service strategy grows stale. You don’t have the capacity to start from scratch to revamp your customer experience and build an entirely new service strategy.

Customer Service 128

Customer Service Coaching Contact Center Interactive Voice Response 128

ShepHyken

JULY 17, 2019

When a reporter asked Blues Coach Craig Berube what he had to say about it, Berube replied, “I have nothing to say about it.” That was the same message Coach Berube preached to his players as well. The referees were relieved of their responsibilities for the rest of the playoffs. He added, “the team’s gotta move on.”.

Coaching 311

Coaching Customer Service Customer Experience 311

Beyond Philosophy

MAY 25, 2022

As a result, their team was always pressured to streamline staffing, coached to be as efficient as possible with multiple priorities, and designed to generate the least amount of cost. My former contact center team at British Telecom seemed to be viewed primarily as a cost center, a necessary expense.

Contact Center 370

Contact Center Consulting Consulting Coaching 370

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 243

Customer Service Coaching Advertising Scripts 243

ShepHyken

MAY 19, 2020

They discuss strategies for supporting your customers and employees during uncertain times, and how to improve the technology behind your customer experience. Companies and agents need to improve their customer service strategies to effectively handle the volume. You must have good self-service strategies available for your customers.

CRM 241

CRM Coaching Self service Analytics 241

Myra Golden Media

APRIL 11, 2023

In Do More with Less: 3 Effective Strategies to Maximize Your Contact Center’s Potential , you will learn three effective strategies to maximize the potential of your contact center. Additionally, ongoing coaching and feedback can help agents improve their performance and stay motivated. But how can they achieve this?

Average Handle Time 156

Average Handle Time Contact Center First call resolution Analytics 156

Fonolo

DECEMBER 16, 2021

Creating a Customer Service Strategy that Drives Business Growth. Why every business needs a customer service strategy. . Customer service strategies are a key contributor to your business’ long-term revenue. Customer service strategies are a key contributor to your business’ long-term revenue. Cost savings.

Customer Service 146

Customer Service Contact Center Abandon rate Call Center 146

ShepHyken

JULY 12, 2021

Create a good coaching and training program. Retail Customer Experience) Brand and strategy expert Margo Bloomstein shares insight on what’s happening now as retailers enter the post-pandemic realm and why it’s so important retailers pay attention to what consumers want and expect. by James Heskett.

Customer Service 330

Customer Service Entertainment Coaching Self service 330

ShepHyken

OCTOBER 17, 2023

And that kind of curiosity shows up in the questions they ask. Here’s another quote for you to ponder, and this one is from Dan Sullivan , founder of the Strategic Coach program. A good customer service rep, salesperson, or anyone interacting with a customer should be curious. In other words, be curious.

Coaching 371

Coaching Customer Service Customer Experience 371

ShepHyken

DECEMBER 9, 2020

Addressing the individual responsible for the complaint is a teaching and coaching opportunity for that specific employee. There will be some complaints that are directed to an individual because of a poor attitude. That is not the type of negative review you share with the team.

Coaching 371

Coaching Surveys Customer Service 371

Interaction Metrics

FEBRUARY 20, 2025

Here are 21 actionable strategies to improve your net promoter score and elevate your NPS the right way. Provide workshops and targeted coaching based on NPS insights. Understanding how NPS influences purchasing habits helps tailor marketing strategies that encourage repeat business and higher-value transactions.

Surveys 62

Surveys Benchmark Feedback Metrics 62

ShepHyken

SEPTEMBER 19, 2023

In close games, when my team is up by one or two goals, I remember my school days when our coaches encouraged us to continue playing to score, even when we were winning, versus switching to more defensive play to prevent the other team from scoring. So, what does this have to do with business, specifically customer service and CX?

Customer Service 359

Customer Service Coaching Customer Experience Management 359

CX Global Media

OCTOBER 22, 2018

Strategies to build employee buy-in and ownership. Jim Rembach is the President of Call Center Coach and Host of the Fast Leader Show podcast. The post Learn How Coca-Cola Adds Life to Contact Center Employee Engagement appeared first on Call Center Coach. What Joe will cover in this free training seminar….

Employee engagement 45

Employee engagement Contact Center Morale Coaching 45

ShepHyken

SEPTEMBER 22, 2021

Principle Seven: Make sure there is a good coach – When I look at the best teams in business, whether they are customer service teams, sales teams, finance teams, etc., The leader of a truly effective team is like the coach of a professional sports team. I recognize that they all have good leadership.

Customer centricity 280

Customer centricity Coaching Finance Customer Service 280

CCNG

MARCH 30, 2022

HR was involved with a new cadence of verbal and written warning documents that aligned with this new management strategy. Coach the agent for 20 minutes – check off the box and get the green dot. Understanding the mental process for supervisors It’s time for the 15-minute agent coaching time. Does that make sense?”

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195

Toister Performance Solutions

MARCH 29, 2025

Managing Customer Expectations focuses on these skills: Identifying situations expectations should be managed Creating expectation management strategies Helping customers adjust unreasonable expectations The course is ideal for anyone working in customer service. Set aside time to provide each person with coaching and feedback.

Management 82

Management Education Coaching Best practices 82

Beyond Philosophy

AUGUST 21, 2017

I recently re-read an article by life coach Melanie Allen that explains ambiguity in business well. 8 Leadership Strategies from an Influencer. Many people are like me – they want to know things for certain and they like step-by-step guidance. Sorry Seems to Be the Hardest Word” – How to Apologize.

Consulting 351

Consulting Consulting Healthcare Coaching 351

CCNG

APRIL 26, 2023

Corporations must put strategies in place for team building, improving engagement, and productivity. Lisa Hammett is a new CCNG contributor, a Wellness Coach helping thousands of members achieve their health and wellness objectives. As a result, employee retention is at an all-time low. What’s the solution?

CCNG 195

CCNG Coaching Education Best practices 195

CX Global Media

DECEMBER 4, 2018

Because of the importance of agent training ROI you will find a large variation of ways that organizations actually conduct their initial or on-boarding agent training strategy. But without supervisors being equipped to lead and support and direct and coach, all that training in the world for the frontline is not going to take hold.”.

Contact Center 240

Contact Center Coaching Strategic Value Education 240

ShepHyken

JUNE 25, 2021

She is an internationally recognized customer experience thought leader, coach, keynote speaker, and author of Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business). Read Shep’s latest Forbes article: Authenticity Is A Driver Of Trust: The Next Competitive Strategy.

Customer centricity 304

Customer centricity Coaching Consulting Consulting 304

ShepHyken

APRIL 27, 2020

” 15 Customer Service Strategies To Help You Deliver A 5-Star Experience by Forbes Coaches Council. Try these 15 tips from the members of Forbes Coaches Council. The Forbes Coaches Council compiled a list of 15 strategies to consider as you and your organization strive to create a “Five Star Experience.”

Customer Service 169

Customer Service Government Coaching Customer Experience 169

CX Global Media

NOVEMBER 19, 2018

Are your learning strategies aligned with your business strategies? Do your learning strategies take advantage of the “journey of learning,” or are they transactional events? The post The Most Unlikely Source Is Blocking Contact Center Transformation appeared first on Call Center Coach.

Contact Center 233

Contact Center Coaching Benchmark Call Center 233

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

CCNG

NOVEMBER 9, 2022

Despite its unique impediments, contact center senior leaders should regularly examine the effectiveness of their employee engagement strategies. Integrate holistic coaching, intelligent workflows, gamification, performance-based compensation and other capabilities to engender teamwork, accountability and collaboration.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195