CX Global Media

DECEMBER 10, 2018

So, they are not eliminating supervisor training, they are just cancelling supervisor training classes and implementing a more modern approach of blended learning. Penny Reynolds : I am so impressed with the depth and breadth of what you’re offering and I absolutely agree; having done supervisor training for many, many years.

Contact Center 207

Contact Center Call Center Coaching 207

The Northridge Group

NOVEMBER 4, 2021

Coaching contact center associates to drive a differentiated customer experience that delights customers is a tall order for their managers, who must continually strike a balance between associate development and sustained business outcomes. Highly effective coaches know that coaching to behaviors is what improves metrics!

Best practices 145

Best practices Coaching contact center associations Contact Center 145

ShepHyken

SEPTEMBER 16, 2020

He wasn’t talking about upgrading a coach seat on a plane to a first-class seat. It takes some training to show an employee how far they can go, but once you train them, let them go forth and be successful. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com.

Customer Service 427

Customer Service Coaching Technology Customer Care 427

ShepHyken

JANUARY 27, 2021

I was watching the TV series Ted Lasso , which is about a professional soccer team that gets a new coach who has never played soccer before. He also tells them that he doesn’t have to play soccer to be a good coach. Coach Lasso’s advice to his player after that bad play was to be a goldfish. Actually, it was a fish: a goldfish.

Coaching 374

Coaching Customer Support Customer Service Marketing 374

ShepHyken

MARCH 10, 2021

If any part of the team isn’t in alignment with the customer service vision, be it an individual or a department – or even an entire region for larger companies – they need to be coached and properly trained. They must be trained to it. Everyone must know the role they play in delivering on that definition. They must live it.

Coaching 403

Coaching Customer Service Personalization Management 403

ShepHyken

MARCH 8, 2021

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. Happier employees will mean happier customers. Follow on Twitter: @Hyken.

Airlines 371

Airlines Customer Service Coaching Surveys 371

ShepHyken

JANUARY 22, 2020

That quote comes from Dan Sullivan, founder and president of the Strategic Coach program. I’ve learned a lot over the years by attending his workshops and coaching sessions. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. Follow on Twitter: @Hyken.

Coaching 377

Coaching Personalization Sales Customer Service 377

ShepHyken

MAY 19, 2021

By the way, this is the same exercise we teach in our customer service training programs. My friend and amazing coach at The Strategic Coach , Lee Brower, likes to start BIG, where BIG is an acronym that stands for Begin In Gratitude. We have clients that have been doing this exercise for years. Because it works!

Customer Service 375

Customer Service Coaching 375

CCNG

MARCH 4, 2021

The survey of managers and executives responsible for training revealed a mad rush to deploy technology, with 68% of respondents investing in better training delivery via virtual and collaboration meeting tools and 30% investing in better eLearning utilization.

CCNG 195

CCNG Contact Center Surveys Coaching 195

CX Global Media

JANUARY 15, 2019

During this training webinar with Melissa she will answer: How to engage and empower Agents to take independent action on their performance. How to deliver Agents bite-sized, personalized training, when they need it and how they need it. 4 Types of Behaviors: The Coach’s Preparation Checklist. Coaching Remote Workers Tip Sheet.

Contact Center 304

Contact Center Schedule adherence Coaching Metrics 304

Contact Center Pipeline

MARCH 30, 2023

If you have ever attempted to coach a contact center agent with 10-plus years of experience, then you already know that it is a very different scenario than coaching someone with two to three years of experience.

Coaching 130

Coaching Contact Center Employee engagement Customer Service 130

Contact Center Pipeline

OCTOBER 6, 2021

Over the past decade of providing call center coaching and training, my observation has been that trainees will recall a story I’ve told or an example provided in a story format versus any […]. Can you recall a story that took you on an emotional roller coaster ride and ended with an essential motto or lesson?

Contact Center 257

Contact Center Coaching Call Center 257

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 349

Coaching Customer centricity Accountability Feedback 349

Fonolo

JANUARY 31, 2023

Call center training has always been one of the key pillars of running a successful call center. A strong call center training program should not just be part of your onboarding process. Still have questions about call center training? What is Call Center Training? Don’t just pick one.

Call Center 141

Call Center Contact Center Coaching Gamification 141

Myra Golden Media

NOVEMBER 20, 2019

A customer support specialist said “In regards to your eLearning course, your coaching has immensely helped me with a few difficult calls these past three weeks. This training is about how to take assertive control, create calm and pre-empt escalations. (with a focus on de-escalation). Course Outline: Practice with Feedback. “In

Coaching 185

Coaching Customer Care Customer Support Feedback 185

The Northridge Group

AUGUST 14, 2023

One of the best places to start developing this culture is by implementing the proper onboarding and ongoing training. The Need for Better Training and Enhanced Experiences In 2021, overall contact center attrition reached 42% , and organizations with more than 5,000 associates had as much as 50% attrition.

Contact Center 120

Contact Center Coaching Morale contact center associations 120

ShepHyken

MAY 25, 2021

Shep Hyken interviews Hank Ebeling, founder of H4 Training. You can coach people on the technical aspects of the job. About: Hank Ebeling is the founder of H4 Training and author of Crushing the Competition with Service: An Entrepreneur’s Guide to Delivering Outstanding Customer Service & Customer Experience.

Coaching 75

Coaching Customer Service Personalization Customer Experience 75

ShepHyken

APRIL 8, 2020

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. For information, contact 314-692-2200 or www.hyken.com.

Coaching 320

Coaching Feedback Customer effort Surveys 320

ShepHyken

APRIL 22, 2020

This sets the tone for them to manage other details, even the ones they aren’t officially trained to manage. In other words, the employees are trained to have a “manage the details” mindset. We lead, coach and teach. Consider this example of the sugar packets as a metaphor for the importance of all details.

Management 350

Management Coaching Customer Service Customer Experience 350

CX Global Media

JULY 6, 2018

AI can’t coach your agents. But what AI could do is help your supervisors to more effectively and efficiently coach agents. Supervisors do not have the time to collect and interpret it all and then go coach. Now there’s a standard process you’ve taken him through – a week or two of training.

Contact Center 240

Contact Center Coaching Business Process Outsourcing Call Center 240

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. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com.

Coaching 316

Coaching Customer Service Customer Experience 316

Callminer

MAY 29, 2019

Improving coaching and training. Call recordings contain a huge amount of information that can be incredibly useful for coaching and training purposes. 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

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. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Coaching 382

Coaching Customer Service Customer Experience 382

Beyond Philosophy

NOVEMBER 7, 2016

McDonald’s also has text-to-win sweepstakes to win tickets and sidelines passes, lunch with one of the Eagles team players, dinner with coaches, and more, all season long. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Transportation 419

Transportation Customer emotions Coaching Employee engagement 419

ShepHyken

DECEMBER 9, 2020

Addressing the individual responsible for the complaint is a teaching and coaching opportunity for that specific employee. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. There will be some complaints that are directed to an individual because of a poor attitude.

Coaching 382

Coaching Surveys Customer Service 382

Myra Golden Media

MAY 13, 2019

I upped the employee empowerment from $50 to $100 and gave them training on how to make decisions that balanced the interests of our company and the customer. But don’t this without training, coaching, and clear objectives. Train and Coach De-escalation Skills. You Just Need A Great Teacher!

Coaching 243

Coaching Call Center Customer Service 243

Fonolo

NOVEMBER 23, 2021

When you think of the phrase “call center training”, does the word fun come to mind? After all, workplace training has a reputation for being dull with endless PowerPoint presentations and the occasional role-playing exercise. Agent training is more important than ever before. Balancing education and engagement.

Call Center 148

Call Center Abandon rate Gamification Education 148

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 369

Customer Service Coaching Customer Experience Management 369

ShepHyken

MARCH 6, 2019

Proper training and coaching could have helped. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. She was a model customer service agent; friendly and helpful. However, the reality is that she should have thought to give me the option of taking the earlier flight.

Airlines 300

Airlines Coaching Customer Service Customer Experience 300

Toister Performance Solutions

DECEMBER 12, 2024

Imagine a customer service training program for your team. Employees don't get any training at all if they're out sick, on vacation, or hired after the annual program. The advantages of weekly training The 5-5-5 training approach uses a weekly cadence to develop your team one skill at a time. Low retention. Bad timing.

Customer Service 124

Customer Service Coaching Contact Center Management 124

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. Mini Boot Camp Power Kit.

Customer Service 50

Customer Service Coaching Call Center Contact Center 50

Contact Center Pipeline

AUGUST 9, 2022

A call comes into my line at 5:50 pm, just 10 minutes before the call center closes, I do my greeting, and the caller requests to change his grandmother’s health plan selection. Assuming that he is an authorized representative on file, I request the caller verify the necessary HIPAA (Health Insurance Portability and Accountability Act) […].

Coaching 147

Coaching Call Center Accountability 147

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. And so, all our models that we build, all our machine learning models are all trained on realistic call center conversations, oftentimes decades or centuries of data of people talking conversationally.

Contact Center 246

Contact Center Coaching Call Center Analytics 246

ShepHyken

APRIL 1, 2020

If it’s wrong, coach them on how to do it right. If it’s right, coach them to do more of the same. For information on The Customer Focus™ customer service training programs, go to www.thecustomerfocus.com. In addition, leadership must empower good employees to take care of the customer the best way they see fit.

Customer Service 299

Customer Service Coaching Self service Management 299