ShepHyken

JULY 7, 2020

Shep Hyken interviews Patricia Fripp , CSP, CPAE, speech coach and customer service expert. A good customer experience has the potential to be your most powerful marketing tool. About: Patricia Fripp , CSP, CPAE is an award-winning, Hall of Fame keynote speaker and speech coach. The Secret to Success is Good Customer Service.

Coaching 328

Coaching Customer Service Personalization Customer Experience 328

ShepHyken

APRIL 8, 2020

You can use tools such as Net Promoter Score and Customer Effort Score. My good friend and speech coach, Patricia Fripp —who happens to be the top speaking coach on the planet to professional speakers and executives—shared a great story about how one business got creative to get the inside scoop on what their customers were saying about them.

Coaching 316

Coaching Feedback Customer effort Surveys 316

Connect

APRIL 23, 2025

These AI-driven digital tools can revolutionise contact centres and enhance customer service. These AI-driven tools provide instant responses, reducing wait times and improving customer satisfaction. Sentiment analysis Sentiment analysis tools use NLP to gauge customer emotions during interactions.

Customer Service 52

Customer Service Average Handle Time Chatbots Self service 52

CSM Magazine

APRIL 24, 2025

We have identified 5 essential tools that simplify the process of lead management, booking services, and payment handling. Zoho Zoho provides a tool that suits users who require versatility in their work processes. The tool enables you to observe sales patterns and consumer patterns so you can make more intelligent business decisions.

Management 52

Management CRM Healthcare Analytics 52

CX Global Media

OCTOBER 1, 2018

Boot camps happen to be one of the most popular learning tools we provide to Call Center Coach members. Our Call Center Coach Boot Camps are 14-days long and focus on building new habits that key in on the six core competencies that emerging and existing frontline supervisors need to develop to be successful. Workout Plan.

Customer Service 50

Customer Service Coaching Call Center Contact Center 50

3CLogic

DECEMBER 17, 2024

5 Self-service tools powered by AI, such as Conversational AI and GenAI, empower customers to resolve issues independently while providing personalized, real-time responses to their questions and concerns. Investments in EX, including AI Coaching, real-time feedback, etc.,

Contact Center 98

Contact Center Self service Coaching Benchmark 98

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. Show me the one or two times this needle in a haystack occurred so that I can make or take a corrective action, whether it’s for coaching or training or for compliance enforcement.

Contact Center 246

Contact Center Coaching Call Center Analytics 246

Myra Golden Media

JANUARY 15, 2019

One of the things I’m working on for 2019 is giving you tools to help you coach your employees and hold them accountable so that they are positioned to deliver the best possible customer experience. On Friday, February 1st I’m facilitating a 45-minute webinar on How to Solve Your Biggest Problems with Coaching Employees.

Coaching 220

Coaching Accountability Feedback Personalization 220

Callminer

MAY 29, 2019

To utilize your call recordings in the most efficient way you can, use tools such as speech analytics to automatically analyse and score 100% of recordings. 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

ShepHyken

APRIL 23, 2019

He and his fellow teachers—called “coaches”—focus on creating leaders and building self-confidence in their students using music as a tool. A coach focuses on the student.” – Mike Grande. Know the real purpose of your business and how it can impact your customers. To Mike, music is secondary at his school.

Coaching 276

Coaching Personalization Sales Customer Experience 276

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. How Call Design Can Help.

Management 202

Management Coaching Consulting Consulting 202

ShepHyken

DECEMBER 10, 2019

> Top Takeaways: Artificial intelligence (AI) is a powerful tool. Be there to empower and coach your employees through those bad days. Quotes: “Model the behavior of your best employees and coach the rest of your employees to that behavior.” – Joel Makhluf. Automation fatigue” is settling in across industries.

Coaching 263

Coaching Contact Center Analytics Call Center 263

CSM Magazine

MAY 29, 2024

They leave because their managers and supervisors are not coaching, nurturing, recognizing, or motivating them. In a nutshell, as a Customer Service Manager you must become a coach. You must give them the tools to do so. They don’t leave because they want more money or better benefits. Timeliness is critical.

Coaching 105

Coaching Customer Service Employee engagement Surveys 105

Callminer

AUGUST 1, 2017

Make onboarding & ongoing coaching as stellar as possible. It’s crucial that contact centers implement a tool that pulls in all of the necessary portals and processes into one simplified platform. James Pollard is a marketing consultant who works specifically with financial advisors over at The Advisor Coach. James Pollard.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

ShepHyken

FEBRUARY 22, 2022

” “Employee empowerment is providing your team members with the tools, the training, and the opportunities that they need to do their job – and then letting them do it.” ” “Because we think differently, we approach problems differently depending on our backgrounds and our cultures.”

Coaching 316

Coaching Personalization Customer Service Management 316

Calabrio

MARCH 25, 2025

Customer Experience Voice of the Customer Tools: 10 of the Best VoC Software Options in 2025 Share Speak to anyone in customer experience, research, or marketing, and they’ll tell you that the old model of one-way customer communication is outdated. Table of Contents What is the Voice of the Customer (VoC)?

Journey mapping 52

Journey mapping Contact Center Analytics Surveys 52

CX Global Media

FEBRUARY 26, 2019

100+ “use-today” tools. The post CALL FOR SPEAKERS – Contact Center Virtual Summit appeared first on Call Center Coach. See the growing line up here. Contact Center Virtual Summit facts: 21-day event. A full week of speaker sessions. 14-day Virtual Boot Camp. 35+ Speakers. Open Q&A Webinar. Successful on-boarding.

Contact Center 56

Contact Center Coaching Employee engagement Call Center 56

Toister Performance Solutions

OCTOBER 10, 2024

Employees learn more from coaching, feedback, and mentorship than they do from content delivered in a formal program. LinkedIn also has a great career explorer tool that can help you identify the specific skills you need to build. If you have access to LinkedIn Learning, try How to Design and Develop Training Programs.

Customer Service 102

Customer Service Coaching Feedback Personalization 102

Balto

OCTOBER 22, 2024

Scripts were a necessary tool for agent training, offering clear, pre-written responses to common customer queries. Call center leaders must now embrace AI-powered tools that power agents in real-time, offering guidance that adapts to the conversation as it happens.

Scripts 52

Scripts Call Center Customer Service call center software 52

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. This became a powerful tool for those leaders who followed the charter going forward.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Vistio

FEBRUARY 24, 2025

Providing feedback is one of the most powerful tools for improving agent performance, but in high-pressure environments like contact centers, its not always easy to make that feedback meaningful. Generic coaching, delayed reviews, or feedback that lacks actionable steps often gets lost in the daily rush of customer interactions.

Feedback 52

Feedback Coaching Contact Center Personalization 52

ShepHyken

SEPTEMBER 24, 2019

Use the same tools to measure and map the employee experience as you do for the customer experience. as well as an internationally recognized CX thought leader, coach, speaker, and author of Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business. Her website is cx-journey.com.

Customer centricity 287

Customer centricity Coaching Employee engagement Customer Experience 287

CX Global Media

JUNE 13, 2017

Their primary role was to coach and develop, not to merely answer questions. Today’s Support Tools are Smarter. 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. appeared first on Call Center Coach.

Coaching 226

Coaching Contact Center Call Center Technology 226

Calabrio

FEBRUARY 24, 2025

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

ShepHyken

NOVEMBER 20, 2020

By coaching to handle every situation amazingly well, you can improve reputation and get more sales/. Live chat and chatbots are the best tools to reduce the response time and improve the customer satisfaction rate. It can turn into hundreds of negative reviews and bad word of mouth, which spreads quicker than a wildfire.

Customer Service 375

Customer Service Chatbots Education Feedback 375

ROI CX Solutions

APRIL 24, 2025

From improving call efficiency to supporting new agent onboarding and offering personalized, clear interactions, well-crafted scripts are essential tools for delivering top-tier service in modern contact centers. Engage in continuous agent coaching, discussing communication roadblocks and solutions in your script that can help them.

Scripts 92

Scripts Call Center Upselling Feedback 92

CCNG

JULY 10, 2024

The past year alone has witnessed remarkable changes, from the rise of generative AI to innovative tools empowering both agents and supervisors. Unlike conventional automation tools, GenAI adds a human touch, crafting personalized responses that cater to each customer’s unique needs. But the benefits don’t stop there.

Contact Center 195

Contact Center Gamification Brand ambassadors CCNG 195

ShepHyken

JULY 12, 2021

Invest in the right tools. Create a good coaching and training program. This article suggests three “projects” to consider. Even if you’ve already done any of them, they are the kinds of projects you resurrect every year or two.

Customer Service 334

Customer Service Entertainment Coaching Self service 334

CX Global Media

JULY 2, 2018

However, the reality is that if agents and supervisors are given a difficult to use set of tools it negatively impacts the customer experience and costs more to use. 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.

Contact Center 188

Contact Center Coaching voip contact center solutions 188

ShepHyken

FEBRUARY 9, 2018

Provide necessary tools. Employees are only as productive as the available tools allow them to be. Web Conference Software – This tool allows you to give product demos, connect with people anywhere, record conversations, and share screens. Monthly check-ins can help refine goals and drive progress. Ask for feedback.

Customer Service 403

Customer Service Morale Sales Coaching 403

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. This article delves into the essential aspects of call center optimization, including the tools and best practices that can drive performance improvements.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

CX Global Media

NOVEMBER 19, 2018

This applies to your equipment and tools as well. If you want to meet the needs of the modern learner, you need to design first and foremost with equipment and tools that enable modern learning deliverables. 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

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

Vistio

OCTOBER 15, 2024

As the workplace becomes more data-driven, advanced analytics is emerging as a key tool in understanding and improving agent retention. With the right tools and approach, organizations can move from reactive to proactive retention strategies, reducing churn and improving the overall agent experience. This is where data comes in.

Analytics 52

Analytics Coaching Morale Metrics 52