CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%.

Surveys 182

Surveys Contact Center Consulting Consulting 182

ShepHyken

APRIL 8, 2020

You can survey customers over the phone, via email, in focus groups and more. In addition to being a great speech coach, Patricia is also a dynamic keynote speaker. There are plenty of ways to get feedback. You can get objective and subjective feedback. You can use tools such as Net Promoter Score and Customer Effort Score.

Coaching 316

Coaching Feedback Customer effort Surveys 316

Beyond Philosophy

AUGUST 9, 2017

Bekerman said his managers feel they have more time to coach employees; a task Bekerman described as “more meaningful” than counting paper. On the one hand, speeding up service and eliminating mundane tasks to free employees up to do other tasks, like coaching their direct reports, seems like it would be a boon to Customer Experience.

Banking 0

Banking Coaching Surveys Employee engagement 0

Myra Golden Media

APRIL 4, 2019

Are Your Employees Blocking Your Customer Satisfaction Surveys? “In In about a week you’ll get a survey from us. So, if you don’t like your experience today, please don’t fill out the survey.”. In about a week you’ll get a survey from us. So, if you don’t like your experience today, please don’t fill out the survey.”.

Surveys 136

Surveys Coaching Feedback Sales 136

Fonolo

MAY 27, 2021

Measuring engagement through surveys allows for employees to feel heard. That’s why agent engagement surveys are so important. What is the Purpose of an Agent Engagement Survey? Agent engagement surveys help you reach the end goals of better profits and agent performance. Best Practices for Agent Engagement Surveys.

Call Center 136

Call Center Surveys Coaching Best practices 136

ShepHyken

JULY 15, 2022

This week we feature an article by Michael Becker, founder of Abundance Accelerators , a growth agency for coaches. I’m in the coaching space so let me dive into what a 10x customer onboarding process may feel like. Michael Becker is the founder of the growth agency for coaches, Abundance Accelerators.

Coaching 342

Coaching Customer centricity Accountability Feedback 342

SQM Group

APRIL 27, 2022

SQM has developed a post-call surveying Voice of Customer feedback approach for agent STAR coaching that can be used for a single call or a monthly post-call survey coaching session.

Coaching 98

Coaching Surveys Feedback 98

Integrity Solutions

JULY 22, 2021

When you hear the word “coach”, what comes to mind? We often associate “coach” with a sports analogy. Historically, a coach was a horse-drawn carriage that transported important people from where they were to where they wanted to be. Isn’t that what you want to do when coaching? The Business Case for Coaching.

Coaching 103

Coaching Personalization Sales Transportation 103

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. Complete this short survey. 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

Callminer

MAY 29, 2019

According to a recent survey by Contact Babel of contact center professionals, over 90% of businesses record their calls, but only 34% are analyzing them with a speech analytics solution. Improving coaching and training. As a result, it is often not possible to arrive at a fair assessment of an agent’s coaching and training needs.

Contact Center 223

Contact Center Coaching Analytics Call Center 223

ShepHyken

NOVEMBER 20, 2020

By coaching to handle every situation amazingly well, you can improve reputation and get more sales/. To calculate it, you need to use website surveys. CSAT surveys can contain multiple questions (including the open-ended ones). How to avoid that if you’re running an eCommerce business?

Customer Service 375

Customer Service Chatbots Education Feedback 375

Fonolo

MARCH 25, 2021

Satisfaction surveys are one of the best ways to gain insight into how you can improve your employee experience. While tricky, agent satisfaction surveys can help you come close. Once you have your areas of focus, you can begin building your agent satisfaction survey! How to Create a Great Customer Perception Survey.

Call Center 147

Call Center Surveys Agent burnout Contact Center 147

ShepHyken

AUGUST 6, 2019

Have a real conversation with them instead of merely relying on surveys. About : Jeff Gothelf works as a coach, consultant, and keynote speaker. The rate of change in all industries is faster than ever, and it happens continuously; if you fall behind, you’ll lose customers. Talk to your customers and listen to what they say.

Customer centricity 300

Customer centricity Coaching Consulting Consulting 300

COPC

SEPTEMBER 21, 2023

Let’s start with a topic that often comes up on my assignments – coaching customer satisfaction (CSAT). It is also the most common coaching example I get when I ask to see how supervisors coach their team. So, why do we care, or what does this have to do with coaching CSAT?

Coaching 87

Coaching Contact Center Surveys Metrics 87

CSM Magazine

MAY 29, 2024

They leave because their managers and supervisors are not coaching, nurturing, recognizing, or motivating them. Fifty percent of responders in a Gallup Employee Engagement Survey of employees in the United States said that, at some point in their careers, they have left to get away from their managers.

Coaching 105

Coaching Customer Service Employee engagement Surveys 105

CCNG

MAY 11, 2021

A recent CCNG panel webinar, Why Performance-Based Training Requires Automation , featuring Mike Roberts, Technology Leader for Learning at Citibank, who adopted simulations to automate role play and coaching exercises in 2020 and Trey Fischer, an industry-leading consultant, discussed today’s impact of automation on performance-based training.

CCNG 195

CCNG Coaching Contact Center Employee engagement 195

Callminer

DECEMBER 11, 2018

In our recent survey and report, The CallMiner Index which identifies in the UK and US the sectors that have the highest churn rates and reveals the reasons why consumers switch suppliers. Our surveys discovered that consumers will use up to nine channels to contact a supplier to try and get the result they want.

Call Center 196

Call Center Self service Coaching Surveys 196

delighted

AUGUST 24, 2021

Collecting and analyzing survey data is critical for pinpointing where you can improve your business. When collecting survey data from customers, it’s important to do everything possible to avoid getting biased answers. Survey results colored by acquiescence bias will result in business leaders making misinformed business decisions.

Surveys 95

Surveys Construction Coaching Feedback 95

CX Accelerator

DECEMBER 31, 2018

Other Actions: Coach your leaders to use the leadership behaviors you'd like to see, taking care to model how you want them to coach their direct reports.Ask your leaders to emulate the service vision when working with employees. From Jeremy Hyde: How do your leaders calibrate on what they “coach” on and how/when they approach it?

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

CCNG

NOVEMBER 9, 2022

Integrate holistic coaching, intelligent workflows, gamification, performance-based compensation and other capabilities to engender teamwork, accountability and collaboration. A 2021 Gallup survey found that a mere 23% of U.S. Engage employees continuously via coaching, polls, surveys and informal check-ins.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

CCNG

MARCH 4, 2021

With the increased demands, Covid thrust upon contact center organizations, SymTrain, in conjunction with CCNG, sponsored a survey on the impact of converting to remote work. The survey results led to this white paper on the 5 Reasons Performance-Based Training In Contact Centers Requires Automation.

CCNG 195

CCNG Contact Center Surveys Coaching 195

Callminer

AUGUST 1, 2017

Make onboarding & ongoing coaching as stellar as possible. James Pollard is a marketing consultant who works specifically with financial advisors over at The Advisor Coach. If someone is making a mistake for two months waiting for his/her quarterly coaching session, thousands of dollars can be lost. James Pollard.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

ROI CX Solutions

APRIL 24, 2025

Focus on referral programs, customer loyalty discounts, and feedback surveys , and always stay aware of competitor behavior as you adapt strategies. Regularly implement surveys to better understand what your customers want from you, including how they feel about the communication with their agent. Contact Us for a Free Quote.

Scripts 92

Scripts Call Center Upselling Feedback 92

ShepHyken

DECEMBER 14, 2018

In our latest market research on cyber security , the majority of CX practitioners surveyed understood that secure data is a chief expectation among customers, with over 54 percent stating that it is “very important”. Every employee working with customer data needs to consider their treatment of data very carefully.

Customer Experience 269

Customer Experience Government Coaching Customer retention 269

Balto

JANUARY 6, 2025

Insightful Data-Driven Reports: Track long-term quality trends and assess coaching effectiveness through comprehensive reports. Key Highlights: Easy Survey Building: Qualtrics offers an intuitive platform with a drag-and-drop functionality that makes it easy to create interactive surveys.

Call Center 52

Call Center Coaching Surveys Contact Center 52

Steve DiGioia

SEPTEMBER 16, 2016

BF : Yes, we constantly survey both our owners and tenants. We base our surveys on trigger events so we can drill right down into what areas we’re doing well and what areas need work, so that we can improve those processes and coach our people to achieve better outcomes. Does LITTLE have such a program? BM : Absolutely. .

Real estate 257

Real estate Customer Experience Journey mapping Employee engagement 257

Integrity Solutions

JUNE 24, 2024

Imagine having a sales team coach who sees the potential in you that you don’t even see in yourself—and then is committed to helping you help live up to that potential. Most leaders agree that the role of sales team coach play a key role in helping salespeople achieve their goals. What Does it Mean to Be a Sales Team Coach?

Coaching 66

Coaching Sales Surveys Banking 66

Callminer

JUNE 9, 2020

Using tools to survey and even communicating directly can reveal certain issues that may be roaming through your call centers. Enable Ongoing Agent Coaching : Efficient agent training is not a do-it-once kind of deal; you must continually nourish and cultivate your team. Enable ongoing agent coaching. Optimize call routing.

Average Handle Time 182

Average Handle Time Best practices Call Center Coaching 182

Interaction Metrics

NOVEMBER 21, 2024

For example, (depending on the kind of company you are) coaching agents to express statements like these can move the needle on interaction quality significantly: “Thanks for placing an order with us today; all of us at (Company Name) truly appreciate your business!” Offer additional help or follow-up options.

Customer Service 62

Customer Service Metrics Journey mapping CRM 62

Fonolo

JANUARY 21, 2021

Surveying your agents and gaining qualitative feedback can help you identify gaps in your operational processes, especially when compared with quantitative data. Offer coaching sessions. Your current contact center platform may have analytics features to track agent activity, but it’s not the only method available.

Call Center 176

Call Center Construction Average Handle Time First call resolution 176

ShepHyken

OCTOBER 4, 2022

During a soccer game, players don’t ask permission from their coach before making a move. Customer service representatives must have the tools they need, from knowledge bases, coaching, and training to make empowered decisions on how to best serve the customer. ” “It’s not B2B or B2C. It’s human to human.

Brand ambassadors 166

Brand ambassadors B2C Coaching B2B 166

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 171

Customer Service Government Coaching Customer Experience 171

TeleDirect

FEBRUARY 3, 2025

Provide regular feedback and coaching to improve skills. Use post-call surveys to gather insights. A: Through continuous training, real-time coaching, and feedback mechanisms to keep agents motivated and skilled. Offer role-playing exercises to prepare for different scenarios. Q6: How can call centers improve agent performance?

Call Center 62

Call Center Customer Service First call resolution outsourcing 62

Calabrio

APRIL 11, 2025

Use surveys, interviews, and focus groups. This nesting phase can include supervisors, evaluators, or dedicated coaches providing immediate feedback, guidance, and support to reinforce learning and help build confidence. Ask: What types of customer interactions do you struggle most to resolve efficiently?

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

The Northridge Group

AUGUST 14, 2023

Of the associates surveyed for this report, 49% who left cited the need for a clear career growth path. Additionally, contact centers must invest in streamlined and high-quality employee onboarding, continuous skill development, and coaching.

Contact Center 120

Contact Center Coaching Morale contact center associations 120

aircall

JULY 14, 2021

In designing an employee engagement survey , here are some questions to consider: What are your expectations for engaged employees? It’s a good idea to conduct short surveys (one or two open-ended questions) regularly. Offer Ongoing Opportunities for Mentorship, Coaching, and Training. Unfortunately, that’s not often the case.

Employee engagement 98

Employee engagement Surveys Interactive Voice Response Morale 98

Calabrio

MARCH 5, 2025

A McKinsey survey revealed customer care leaders top growth priorities included customer experience improvement, technology implementation, and identifying revenue growth opportunities. A survey by HubSpot reports that 63% of companies are spending more time prioritizing CX.

Best practices 52

Best practices Coaching Scripts Contact Center 52