ShepHyken

SEPTEMBER 16, 2020

He wasn’t talking about upgrading a coach seat on a plane to a first-class seat. Yes, there are overhead costs associated with their salaries and the equipment and technology they use. This reminds me of something my good friend, Kim Tucci, used to say: “It doesn’t cost much more to go first class.”

Customer Service 425

Customer Service Coaching Technology Customer Care 425

CX Global Media

JANUARY 15, 2019

All of this complexity screams for advances in process, technology and they way people are managed. 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. Foreword Thinking.

Contact Center 304

Contact Center Schedule adherence Coaching Metrics 304

AWS Machine Learning

OCTOBER 16, 2024

To address this, Intact turned to AI and speech-to-text technology to unlock insights from calls and improve customer service. Solution overview Intact aimed to develop a cost-effective and efficient call analytics platform for their contact centers by using speech-to-text and machine learning technologies.

Customer Service 89

Customer Service Scripts Coaching Finance 89

ShepHyken

DECEMBER 10, 2019

They discuss the need for more awareness and empathy among customer service agents and how AI and technology can provide that. > AI technology and software can guide contact center agents through these pitfalls in real-time, empowering them to take better care of customers through empathy. Shep Hyken interviews Joel Makhluf.

Coaching 263

Coaching Contact Center Analytics Call Center 263

Callminer

AUGUST 1, 2017

Make onboarding & ongoing coaching as stellar as possible. Have the best technology – Finicky technology that makes day-to-day functions difficult, adds to the frustration and takes up far more time and man-power than most realize. So much of contact center efficiency hinges on using the right technology.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

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. One of the few good things that came out of the pandemic was the acceleration of technology adoption and comfort.

Contact Center 370

Contact Center Consulting Consulting Coaching 370

Call Design

JUNE 29, 2020

Establish a Coaching Relationship. There is a fine line between a coaching and management relationship. Micromanaging your team is rarely the right approach, so it’s important to find that line between a coaching and management relationship. Equip Your Team with the Right Technology.

Management 202

Management Coaching Consulting Consulting 202

3CLogic

DECEMBER 17, 2024

Rapid technological advancements have affected customer expectations, with 73% demanding better personalization and 81% faster service. Investments in EX, including AI Coaching, real-time feedback, etc., AI Coaching empowers agents with in-the-moment feedback, encouraging and discouraging behaviors as they happen.

Contact Center 98

Contact Center Self service Coaching Benchmark 98

The Northridge Group

APRIL 15, 2024

In our 3-part series: People, Process, & Technology — and the Intersection of AI, we have asked industry leaders in technology, people and process management to explain what AI is, what it isn’t, and how it can be a benefit (and a curse) in each area. Part 2: AI and Business Processes: How can it help? How can it hurt?

Technology 137

Technology Brand ambassadors Contact Center Multichannel 137

SharpenCX

OCTOBER 13, 2021

Some 32% of organizations were running their contact centers with cloud technology at the end of 2020. Whether your contact center intends to go back to the office or stay remote, the acceleration of digital transformation projects and jumps to cloud technology will continue. Trend One: Stay Agile with Remote Workforce Management.

Contact Center 128

Contact Center Technology Coaching Cloud contact 128

CX Global Media

FEBRUARY 28, 2019

Flexibility is often an innocently misunderstood element in the contact center technology evaluation criteria. Afterall, unless you’re evaluating and implementing a wide-array of contact center technology as part of your everyday job, it’s just impossible to keep up with. Stop bludgeoning your contact center into technology submission.

Contact Center 250

Contact Center Coaching Call Center Technology 250

CX Global Media

AUGUST 8, 2019

Here is an edited transcript of my interview with Anthony: Jim Rembach : Hey, this is Jim with Call Center Coach and the Fast Leader Show. Anthony Scodary : So, we build technology that understands conversational long-form speech from scratch. And I’m here with Anthony Scodary of Gridspace.

Contact Center 246

Contact Center Coaching Call Center Analytics 246

CCNG

JUNE 8, 2022

Video communication training systems for front-line agent training, meetings, and one-on-one coaching ? ? ?Due Many of our clients and other contact center enterprises are embracing video capabilities for their agents for new-hire on-boarding, platform training, mentoring, coaching, and more. ? ? That’s so 2019… ? ?Many

Contact Center 195

Contact Center CCNG Gamification Coaching 195

ShepHyken

AUGUST 6, 2019

Exemplary companies and technologies have universally raised customer expectations to a higher level. About : Jeff Gothelf works as a coach, consultant, and keynote speaker. If you and your company don’t meet and exceed those expectations, you will lose customers to a company that does. “The

Customer centricity 300

Customer centricity Coaching Consulting Consulting 300

ShepHyken

JUNE 21, 2019

Chatbot and live chat technologies are not new, but their utility as effective parts of on-demand consumers accessing your brand is. The scripted qualifier here is key; expectations that you can purchase a chatbot technology, stick it on your site and expect it to work are misleading. They require training. Enter live chat.

Chatbots 308

Chatbots Customer Experience Scripts outsourcing 308

CX Global Media

AUGUST 1, 2019

Jim Rembach : Hey, this is Jim with the Fast Leader Show and Call Center Coach and I’m here at Customer Contact Week with my good buddy Ken Goldberg of amplifAI , it was really good to see here. Ken Goldberg : Yeah, well it’s really all about driving the frequency and the effectiveness of the coaching. Additional Resources.

Contact Center 229

Contact Center Coaching Average Handle Time Metrics 229

CX Global Media

JUNE 13, 2017

Their primary role was to coach and develop, not to merely answer questions. With the hand raising feature of CaféX’s Supervisor Assist, contact centers can more easily enable live coaching and on-the-job training to elevate agent skillsets. Get ready to jump start your (leading practice) coaching and mentoring mindset today.

Coaching 226

Coaching Contact Center Call Center Technology 226

Calabrio

FEBRUARY 24, 2025

This award fuels our passion to keep pushing the boundaries of whats possible in customer service technology. At Calabrio, we know that delivering exceptional customer service isnt just about answering calls its about empowering contact center teams with the tools they need to be more efficient, engaged, and insightful.

Customer Service 95

Customer Service Analytics Contact Center Coaching 95

CX Global Media

MARCH 26, 2019

Here’s a transcript of my interview with Scott: Jim Rembach: Hey, this is Jim with the Fast Leader Show and Call Center Coach. What we have a technology that is actually a patented solution called a mobile merge reality. The post Contact Centers Stream Past Virtual Agents to Virtual Presence appeared first on Call Center Coach.

Virtual Agent 216

Virtual Agent Contact Center Coaching Call Center 216

CX Accelerator

DECEMBER 31, 2018

We have the very best and newest technology, hire the perfect “on-paper” resumes, and have the budget of King Tut, but without a healthy, positive working culture…these things are essentially meaningless. From Jeremy Hyde: How do your leaders calibrate on what they “coach” on and how/when they approach it? "Hey, get back to work!

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

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

The Northridge Group

APRIL 8, 2024

But that’s only if this new technology is really understood and implemented correctly. We have a long-held belief (rooted in fact) that it’s nearly impossible to have effective processes and robust technology without trained people to manage and use them. In Part 1 of our series, we welcome Eric Ludwig from RISE Technology Advisors.

Technology 131

Technology Finance Government Healthcare 131

CCNG

JULY 10, 2024

Navigating through technological advancements and shifting customer expectations, staying updated with the latest trends is no longer a luxury—it’s a necessity. By seamlessly integrating this technology, contact centers ensure a smoother, more intuitive experience across all channels.

Contact Center 195

Contact Center Gamification Brand ambassadors CCNG 195

CX Global Media

JULY 2, 2018

Too often the inside view on contact center technology is about cost reduction and Customer Experience. Here is an edited transcript of our interview: Jim Rembach: Hey, this is Jim with the Fast Leader Show and Call Center Coach and I’m here with Cameron Weeks from Sharpen. what you need to improve the Customer Experience most.

Contact Center 188

Contact Center Coaching voip contact center solutions 188

ShepHyken

DECEMBER 14, 2018

Meanwhile, as technology evolves – and the sophistication of attacks along with it – we will likely see technologies such as artificial intelligence and machine learning being applied by malicious actors for more persistent and intelligent attacks.

Customer Experience 269

Customer Experience Government Coaching Customer retention 269

Balto

OCTOBER 22, 2024

As call center software evolves, leading companies are adopting solutions that offer real-time guidance, AI-driven coaching , and even GPT-powered agents that can handle complex, dynamic conversations at scale. This allows for immediate feedback and coaching , turning every conversation into an opportunity for improvement.

Scripts 52

Scripts Call Center Customer Service call center software 52

CCNG

MARCH 30, 2022

Coach the agent for 20 minutes – check off the box and get the green dot. To be truly successful, work-at-home culture has to evolve and be cultivated to support any process or technology. Understanding the mental process for supervisors It’s time for the 15-minute agent coaching time. Does that make sense?” The agent agrees.

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195

ShepHyken

OCTOBER 8, 2019

There must be more training and coaching present within contact centers and customer-facing roles. Technology, systems, and processes will continue changing and getting more complicated. They discuss the changing needs and expectations of customers, and how to keep customer service simple while delivering satisfaction.

Customer Care 256

Customer Care Customer centricity Coaching Contact Center 256

CCNG

MAY 27, 2021

Consultants bring in a neutral perspective on processes, technology, and people to ensure your organization is stronger post-merger. Understand technology Contact center technology seems to change every day. More importantly, they can help determine what technology would benefit you the most.

Consulting 195

Consulting Consulting Contact Center Gamification 195

CCNG

NOVEMBER 9, 2022

The warp-speed migration to work-from-home complicated things further—IT and operations management continue to augment processes and technologies to support an evolving landscape of remote and hybrid teams. Technology and data abound in contact centers but often aren't leveraged to their full extent.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195