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

Beyond Philosophy

NOVEMBER 15, 2018

Now, if I were to spot a “Marc Jacobs Carolyn Crocodile Handbag” on the street, the cheapest handbag in the video at $38,000, I might think it was interesting, but I would have NO idea that it cost as much as a new car. For example, have you ever seen a Chanel or Coach bag that has big logos all over it?

Construction 370

Construction Coaching Customer Experience 370

ShepHyken

JULY 30, 2021

Take initiative and put together a helpful how-to video to send to your clients before they even ask you for advice. As a CMA and CMA coach,?Nathan?mentors Or, if you own a consulting firm, you may foresee your clients wondering how to improve team collaboration in a hybrid workforce. They will really appreciate the effort. .

Finance 397

Finance Enterprise Coaching Consulting 397

CCNG

JUNE 8, 2022

Video communication training systems for front-line agent training, meetings, and one-on-one coaching ? ? ?Due Due to cost and the fact that many contact center agents worked in the center (with in-person training), most video training systems often were reserved for contact center leadership rather than front-line agents. ?

Contact Center 195

Contact Center CCNG Gamification Coaching 195

Toister Performance Solutions

FEBRUARY 21, 2025

Serving Internal Customers focuses on essential skills: Building relationships Exceeding expectations Solving problems This training plan uses a unique approach to training videos. Pre-work Ask participants to watch the videos listed below before the first meeting. Complete the activity that goes with each video. What happened?

Coaching 83

Coaching Best practices Feedback Customer Service 83

Toister Performance Solutions

OCTOBER 10, 2024

For example: Free weekly tips: Customer Service Tip of the Week Training videos: LinkedIn Learning courses Books: Check out some of my favs Step 2: Build informal training skills Most trainers start informally. Employees learn more from coaching, feedback, and mentorship than they do from content delivered in a formal program.

Customer Service 102

Customer Service Coaching Feedback Personalization 102

Toister Performance Solutions

MARCH 29, 2025

This training plan uses a unique approach to training videos. Identify a goal for the training Decide how to prepare your team Create a plan to help the team use their new skills Here's a how-to video : Step 2: Announce the training. Pre-work Ask participants to watch the videos listed below before the first meeting.

Management 82

Management Education Coaching Best practices 82

ShepHyken

NOVEMBER 20, 2020

By coaching to handle every situation amazingly well, you can improve reputation and get more sales/. So, you need to have the best resources – guides, videos, tutorials – available. 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

CX Global Media

MARCH 26, 2019

With a mobile merged reality interaction that consists of combining live video streams and telestration, agents can help and share ideas instantly. Here’s a transcript of my interview with Scott: Jim Rembach: Hey, this is Jim with the Fast Leader Show and Call Center Coach. Is there an app for that? Of course, there is. Click to Tweet.

Virtual Agent 216

Virtual Agent Contact Center Coaching Call Center 216

Myra Golden Media

DECEMBER 17, 2018

I explain the principle of “don’t push” in this video clip. Coach your employees to not suggest outside intervention from a manager, because most customers would just prefer to talk to someone with authority to fix the issue. ” Translate: Someone over me can do more for you.

Coaching 274

Coaching Management Customer Service Call Center 274

CX Global Media

OCTOBER 15, 2018

Everybody hates to get dropped, cutoff and to deal with choppy audio and video. Here’s an edited transcript of my interview with Joe: Jim Rembach : Hey this is Jim with the Fast Leader Show and Call Center Coach and I’m with Joe White of Brightlink. We actually do some video services through a micro-service in our UC platform.

Customer Experience 211

Customer Experience Abandon rate Contact Center Coaching 211

CCNG

MARCH 30, 2022

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. The supervisor gets the agent on the video platform, and the agent wants to talk. The supervisor goes on, “So I’ll send this to you in the coaching form.

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195

CX Global Media

JANUARY 8, 2019

Supervisor training with Call Center Coach’s virtual boot camps can take on a variety of developmental areas. In this Call Center Coach Boot Camp we’ll cover several aspect of fitness which include, mind, body and motivation. The entire Call Center Coach Boot Camp delivers a new challenge each day. Workout Plan.

Contact Center 166

Contact Center Coaching Call Center Employee engagement 166

CCNG

SEPTEMBER 17, 2020

The People area includes things such as how your hire your team members, train them, and coach them. Enjoy this video clip where David shares how success in each of these four critical areas will lead to creating a culture where your customers receive exceptional care.

CCNG 195

CCNG Coaching CRM Accountability 195

TechSee

FEBRUARY 19, 2025

She works from her 3,000-square-foot suburban home two days a week and has three energetic kids who enjoy gaming and streaming video. Steve, a remote consultant at FiberCo, uses TechSee’s live video capabilities to visually connect with Jen, establishing a personal relationship as he assesses her connectivity needs.

Consulting 109

Consulting Consulting CRM Upselling 109

CX Accelerator

JUNE 8, 2020

Conduct ethnographic testing. ,, This video response from ,, Ben Motteram , Principal at CXpert, provides a couple of unique ideas for listening to the voice of the customer. He goes on to highlight two key benefits of this practice: Identify current customer trends as they are happening. The first is ethnographic testing.

Surveys 345

Surveys Contact Center Consulting Consulting 345

ShepHyken

AUGUST 19, 2016

Video tutorials. A company that does video tutorials very well is MacPhun Software. With the help of extensive video tutorials, MacPhun has been able to provide users with step-by-step tutorials on how to use their product without the need for coaching over the phone. FAQ Databases.

Customer Support 223

Customer Support Banking outsourcing Coaching 223

Myra Golden Media

JANUARY 8, 2018

So, last night I had the idea to coach my son using the same three-step method I tell my clients to use when they have to help an employee through a problem or to give someone constructive feedback. You can use Know, Feel, Do to coach employees on a process, attitude problem or any performance issue. My gift to you! It’s a fact.

Construction 189

Construction Coaching Feedback Contact Center 189

Myra Golden Media

NOVEMBER 20, 2019

30-Minute De-escalation Online Class to Help Your Employees Get Angry Customers to Back Down, Even Customers Who Want a Supervisor – with Video Teaching, Simulations, Knowledge Checks, and Practice Interactions. In regards to your eLearning course, your coaching has immensely helped me with a few difficult calls these past three weeks.

Coaching 185

Coaching Customer Care Customer Support Feedback 185

TeleDirect

APRIL 7, 2025

Use Blended Learning Methods Combine online training, classroom sessions, role-playing, and real-time coaching for maximum retention. Provide Access to Ongoing Learning Resources Offer e-learning platforms, video tutorials, and knowledge bases for continuous self-improvement.

Call Center 62

Call Center First call resolution Best practices Gamification 62

Beyond Philosophy

SEPTEMBER 5, 2024

Sandra Thompson , an emotional intelligence coach for Evolution, shared a video as part of our None of Us Are as Clever as All of Us feature for our podcast. Thompson would probably not feel as surprised as I was because of her experience as an emotional intelligence coach. Why not share it in a video? Click here.

Coaching 195

Coaching Call Center Education Personalization 195

TechSee

JUNE 16, 2022

In addition, Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco. In his videos, I keep people updated about the latest trends in customer experience, customer service and customer centricity. Over 1,000,000 people have taken one of his video-based training courses on LinkedIn Learning.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

CX Global Media

NOVEMBER 19, 2018

The post The Most Unlikely Source Is Blocking Contact Center Transformation appeared first on Call Center Coach. It’s near impossible to hire in enough of the high-performing frontline supervisors you need. Even if you are a small contact center. FREE Training – How Coca-Cola® Adds Life to Contact Center Employee Engagement .

Contact Center 233

Contact Center Coaching Benchmark Call Center 233

Callminer

JUNE 21, 2017

Over the years, call centers have seen the development of numerous industry-specific training tools and coaching practices. From video conference to webinars and online streaming websites, the Internet offers a wealth of resources that demonstrate the best and worst of customer service and techniques. Using online training tools.

Best practices 174

Best practices Call Center Morale Coaching 174

Myra Golden Media

MAY 30, 2018

A solid coaching and motivation strategy. You’re going to have to coach to develop your people because this is extremely important to Millennials. Coaching and Motivation Strategy. Millennials grew up getting constant praise and feedback from their parents, teachers, coaches, and peers. Take a look at my questions here.

Construction 149

Construction Customer Service Coaching Feedback 149

CSM Magazine

NOVEMBER 29, 2024

As convenient as they are, video calls aren’t always the best or preferred option for everyone. Some may feel self-conscious about their appearance, while others might be in an environment where turning on their video is not practical—for example, in shared spaces or during a busy commute.

Morale 52

Morale Coaching Personalization Sales 52

CX Global Media

JULY 17, 2018

Make no mistake, Call Center Coach is not only the name of our business — it’s an industry need. According to an Executive Priorities report from Strategic Contact , coaching is the number one priority in contact centers. In many circles, the thought of coaching is about supervisors coaching agents. Click to Tweet ).

Contact Center 179

Contact Center Coaching Construction Call Center 179

Myra Golden Media

JULY 12, 2019

Two months into the new quality monitoring plan, employees were complaining about the “fairness” of scores, supervisors were stressed as they struggled to find time to listen to calls, coach employees and record all the data. Before you coach the call, ask, “How did that call feel to you?” For Christmas, we made a DVD for my parents.

Contact Center 136

Contact Center Calibration Coaching Feedback 136

CX Global Media

NOVEMBER 6, 2018

As the only provider of virtual boot camps in the industry Call Center Coach is disrupting the old call center school thinking. Even video-based learning or computer-based training (CBT) is not as appealing to modern learners as it once was. This week, Call Center Coach opened its Creating Creativity Boot Camp. Workout Plan.

Contact Center 120

Contact Center Coaching Call Center Employee engagement 120

OctopusTech

FEBRUARY 21, 2025

Unified Communications Call center for lawyers allows your firm to leverage seamless call transfers to attorneys and other staff members with tools like chat, video conferencing, and mobile apps. With call whispering and live coaching, the call agents get all the support they need without the customer on the other end knowing.

Call Center 62

Call Center Interactive Voice Response virtual call center Coaching 62

Call Center Weekly

DECEMBER 19, 2017

We want entertaining videos that make a point quickly; and we want systems that let us find and consume content with the click of a button." a disruptive AI technology that enhances sales and NPS performance by accelerating employee skill development with data-driven micro-learning and predictive coaching & recognition.

Technology 136

Technology Customer Experience Entertainment Coaching 136

CSM Magazine

DECEMBER 3, 2024

Video Reply App: Add a Human Touch Text-only responses can feel impersonal, especially for complex issues. The Video Reply app lets agents send personalized video replies, walking customers through solutions with clarity and empathy. This app is invaluable for maintaining high-quality customer support and nurturing agent growth.

Customer Experience 52

Customer Experience Technical Support Coaching Sales 52

Enghouse Interactive

JUNE 24, 2021

Video Outperforms All Other Contact Center Communications Channels. With digital transformation accelerating across all industries, companies are now leveraging video-based capabilities to transform their customer experience (CX). With the realities resulting from Covid-19, video has become the most e?ective

Contact Center 72

Contact Center Customer centricity Technology Customer Experience 72

CX Global Media

NOVEMBER 13, 2018

They are also realizing that the “perceived” updated way of providing access to a library of videos is not good enough either. The post The Modern Call Center School for Supervisors | 12 Things to Know appeared first on Call Center Coach. FREE Training – How Coca-Cola® Adds Life to Contact Center Employee Engagement .

Call Center 278

Call Center Contact Center Coaching Employee engagement 278

Vistio

MARCH 24, 2025

Use a mix of e-learning modules, video lessons, and knowledge bases to create a uniform training experience. Virtual chat groups, video calls, and collaborative platforms can help build a sense of team cohesion, even when agents arent in the same location.

Contact Center 52

Contact Center Coaching Feedback Personalization 52

Calabrio

APRIL 11, 2025

This nesting phase can include supervisors, evaluators, or dedicated coaches providing immediate feedback, guidance, and support to reinforce learning and help build confidence. However, according to our recent research, 59% of organizations fail to provide ongoing coaching and support to help agents navigate AI-driven workflows.)

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

CCNG

OCTOBER 6, 2020

Even worse, I once loaded my high-stakes presentation with video clips before realizing that our internal security protocols would not allow anyone to view videos on their end, thus losing my message and impact. I have also been that leader who scheduled a virtual meeting without regard for the time differences of participants.

CCNG 195

CCNG outsourcing Surveys Coaching 195