CX Global Media

AUGUST 8, 2019

You can also learn more in the webinar 3 Common Questions Contact Centers Should NEVER ask about Speech Analytics. 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. WEBINAR: How Coca-Cola® Adds Life to Contact Center Employee Engagement.

Contact Center 246

Contact Center Coaching Call Center Analytics 246

Beyond Philosophy

JANUARY 28, 2015

I tried to coach her on saying no in a positive way, but she couldn’t adjust her ways. Celebrating the launch of this new eBook, I am hosting a LIVE webinar focusing on what it takes to evoke the best emotions from your Customer Experience and the vital role of the conscious and subconscious experience with real-world examples.

Customer emotions 366

Customer emotions Customer centricity Consulting Consulting 366

Myra Golden Media

MAY 13, 2019

On Friday, May 31st at 1:00 pm ET I’m facilitating a webinar training to help you prepare your employees to get any angry customer to back down. See the webinar outline.

Coaching 235

Coaching Call Center Personalization Customer Experience 235

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

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. I have an online course I’ve arranged for you take and I will meet with you once a week for the next 4 weeks to provide feedback and coaching.

Coaching 220

Coaching Accountability Feedback Personalization 220

CX Global Media

OCTOBER 22, 2018

Jim Rembach is the President of Call Center Coach and Host of the Fast Leader Show podcast. FREE TRAINING WEBINAR: Learn How Coca-Cola Adds Life to Contact Center Employee Engagement – Click to Tweet. WEBINAR: Attend and learn how Coca-Cola gets and keeps employees engaged – Click to Tweet . Please Share.

Employee engagement 45

Employee engagement Contact Center Morale Coaching 45

CX Global Media

FEBRUARY 26, 2019

Open Q&A Webinar. The post CALL FOR SPEAKERS – Contact Center Virtual Summit appeared first on Call Center Coach. Contact Center Virtual Summit facts: 21-day event. A full week of speaker sessions. 14-day Virtual Boot Camp. 35+ Speakers. 100+ “use-today” tools. Public Facebook Community for Peer Discussion. Successful on-boarding.

Contact Center 56

Contact Center Coaching Employee engagement Call Center 56

Beyond Philosophy

OCTOBER 3, 2014

He believes that his job is to direct, lead, coach, drive the breakdown truck and then coach again. If you want to learn more about Royal Yacht Britannia’s journey to Trip Advisors #1 Attraction for the UK, tune into our webinar, “ How to Become TripAdvisor’s No.1 He has supported it with his actions.

Coaching 385

Coaching Consulting Consulting Customer Experience 385

CX Global Media

DECEMBER 10, 2018

I got a chance to learn more about the “training class” topic with Master Contact Center Trainer Penny Reynolds on the webinar How Do Your Call Center Supervisors Measure Up? appeared first on Call Center Coach. She shared her expert perspectives on how things have changed and where the industry is headed.

Contact Center 207

Contact Center Call Center Coaching 207

Beyond Philosophy

AUGUST 21, 2017

I recently re-read an article by life coach Melanie Allen that explains ambiguity in business well. Join me for a FREE webinar, Where Customer Experience Measurement Goes Wrong , on Tuesday 22nd August. Many people are like me – they want to know things for certain and they like step-by-step guidance. How do you deal with it?

Consulting 351

Consulting Consulting Healthcare Coaching 351

CX Global Media

AUGUST 1, 2019

You can also learn even more by attending the webinar: How to Supercharge Contact Center Agent Performance, Onsite & @Home. 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.

Contact Center 229

Contact Center Coaching Average Handle Time Metrics 229

Myra Golden Media

JANUARY 1, 2019

Are you coaching and holding employees accountable? If you want to see change, you have to set expectations, have coaching conversations, and be willing to deal out consequences. 3) You have to prepare in advance for coaching conversations, so you’re focused and confident. Prepare for Coaching Conversations.

Coaching 195

Coaching Accountability Feedback Personalization 195

Myra Golden Media

JULY 16, 2019

If you need help with designing your quality form, get a seat in my August 9th webinar where I walk through the quality form components and give out sample forms. . Monitoring Sans Coaching. Calibration keeps everyone who monitors and coaches consistent and fair. Expecting Coaches to Coach Without Training.

Calibration 153

Calibration Contact Center Coaching Construction 153

Myra Golden Media

APRIL 1, 2019

You have a responsibility to train employees, coach, and give feedback. Join Me for My New “Managing to Eliminate Unacceptable Employee Performance or Behavior” Live Webinar! Put the Responsibility for Improvement On the Employee. Be firm, but kind as you hand responsibility for improvement back to your employee.

Morale 276

Morale Coaching Feedback Management 276

Myra Golden Media

MAY 13, 2019

On Friday, May 31st at 1:00 pm ET I’m facilitating a webinar training to help you prepare your employees to get any angry customer to back down. See the webinar outline.

Coaching 204

Coaching Personalization Customer Experience 204

Myra Golden Media

JANUARY 14, 2019

Coach like a coach. Coach like a coach. I haven’t done a live webinar in two, maybe three years. On Friday, February 1st I’m facilitating a 45-minute webinar on How to Solve Your Biggest Problems with Coaching Employees. Don’t try to be friends with employees. Get agreement.

Coaching 159

Coaching Feedback Personalization Customer Experience 159

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

Myra Golden Media

JULY 15, 2019

Need some guidance on how to develop and execute a quality program that is robust, fair, and that your employees buy-in to – and one that doesn’t make your supervisors need to sip wine just to get through a coaching discussion with employees? Design Coaching Strategy. Design Coaching Strategy. I have help for you.

Calibration 153

Calibration Coaching Morale Feedback 153

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?” Here are the details of this webinar.

Contact Center 136

Contact Center Calibration Coaching Feedback 136

CX Global Media

SEPTEMBER 23, 2019

WEBINAR: 3 Common Questions Contact Centers Should NEVER ask about Speech Analytics. WEBINAR: How Coca-Cola® Adds Life to Contact Center Employee Engagement. WEBINAR: How Do Your Call Center Supervisors Measure Up? The post Top 20 CX Influencers to Follow in 2019 appeared first on Call Center Coach.

Contact Center 159

Contact Center Coaching Employee engagement Call Center 159

Myra Golden Media

AUGUST 5, 2019

On August 9th I am hosting a webinar, Quality Form Development & Coaching. If you want to visualize, plan, and execute a quality program that drives an excellent customer experience, join me for this exclusive webinar. Here are the details of this webinar. Even if you can’t attend, get the recording.

Calibration 136

Calibration Customer Experience Coaching Marketing 136

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

Amplifai Coaching Category

FEBRUARY 15, 2023

Discover five proven steps to improve coaching effectiveness in this action-oriented webinar. You’ll learn how to create and communicate a coaching system; train coaches to develop their frontline agents; measure coaching effectiveness; and much more.

Coaching 10

Coaching 10

Callminer

JULY 30, 2018

You can arm your agents with the insight, preparation and coaching they need to be able to listen effectively and ensure every call delivers a positive outcome. I’d love to get your thoughts on what it has uncovered at our upcoming webinar with customer engagement experts Rant and Rave on 11 September, 2018.

Coaching 174

Coaching Best practices Analytics Surveys 174

Myra Golden Media

MAY 29, 2019

In this webinar, I’ll give you six keys for de-escalation you’ll use to train and coach your employees. On Friday, May 31st at 1:00 pm ET I’m facilitating a webinar training to help you prepare your employees to get any angry customer to back down. See the webinar outline.

Coaching 120

Coaching 120

TechSee

FEBRUARY 19, 2025

Jeff, a contract technician, uses Sophie AI’s Agent Assist as an expert coach and advisor. And be sure to join our webinar on March 12 to learn more. A two-story ladder is required as the WiFi camera is installed along the roofline. These insights improve dispatch efficacy and reduce secondary truck rolls. Want to learn more?

Consulting 109

Consulting Consulting CRM Upselling 109

Playvox

JUNE 10, 2022

Coaching your contact center agents on their performance can either fill everyone with dread or be a productive activity that you and your agents look forward to. Either way, it needs to be done, and arming yourself with a full set of coaching tips for contact center agents will ensure the sessions are productive.

Coaching 69

Coaching Contact Center Average Handle Time Best practices 69

CX Global Media

SEPTEMBER 22, 2017

Attendees to this informative webinar will learn about: The evolving role of speech analytics in contact center environments. After registering you will receive an email containing information about joining the webinar. Speakers: The post Set Your Speech Analytics Program Straight appeared first on Call Center Coach.

Analytics 136

Analytics Contact Center Coaching Call Center 136

Callminer

JULY 15, 2019

We hope you join us for Webinarstock and the times of all the webinars at the bottom of the post, make sure to pick some interesting topics and circle the time on your calendar! Zeroing in on Ideal Coaching Moments with Speech Analytics featuring Vivint. Wednesday, July 24th Artificial Intelligence and Machine Learning.

Telecommunications 28

Telecommunications Contact Center Analytics Employee engagement 28

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