Callminer

FEBRUARY 4, 2021

Download our white paper, The Vulnerability Blueprint: How to Identify, Support and Retain Vulnerable Customers , to learn more about how your organization can identify and support vulnerable customers. Coaching needs to happen in real time from management. John Cho is the Founder of My Pet Child. “To

Call Center 345

Call Center Contact Center Finance Consulting 345

Callminer

JULY 30, 2020

That’s why it’s important to train your call center representatives on effective conflict resolution techniques and leverage the right technologies to support ongoing coaching and training. It may also help to tell the customer that you’ll be coaching the agent involved in the poor experience.

Call Center 265

Call Center Customer Service Scripts Coaching 265

Callminer

NOVEMBER 18, 2020

If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance. Example includes random sampling calls and scoring performance through a quality monitoring program, providing reporting and remediation coaching.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Callminer

SEPTEMBER 23, 2020

Call centers that implement agent performance management solutions equip their agents with the ongoing coaching and training needed to perform at their best. Leverage speech analytics software for ongoing training and coaching. Training, however, should not be viewed as a one-time thing. Use tools that accommodate multiple channels.

Best practices 182

Best practices Call Center Outbound sales Telemarketing 182

Callminer

MAY 11, 2020

Ongoing training and coaching are equally important to ensure that your employees are equipped with the skills and knowledge they need to do their jobs effectively. And, coaching sessions provide an ideal opportunity for managers to check in with their agents or employees to get their feedback on how things are going from their perspective.

Management 273

Management Customer Experience Customer Service Coaching 273

Integrity Solutions

JANUARY 15, 2020

But inevitably, they discover that “coaching” the pharma rep to make 40 calls a week instead of 25 doesn’t move the needle. Our white paper Selling in Sync: What to Do When Conflicting Beliefs Create a Sales Roadblock takes an in-depth look at four profiles of salespeople whose beliefs and values are out of alignment.

Sales 80

Sales Coaching Banking Morale 80

Fonolo

FEBRUARY 15, 2018

Companies need to find more ways to increase agent engagement, improve coaching, and motivate employees. White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. 5) Invest in Smart Software. We hope Cupid’s tips are able to help!

Call Center 75

Call Center Contact Center Big data Coaching 75

Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. William Taylor. velvetjobs. Your team has to know you as a person, not just a supervisor.

Call Center 182

Call Center Management Scripts Coaching 182

Help Scout

AUGUST 11, 2021

5 Keys for Coaching CSMs to Have Strategic Customer Conversations. Fonolo also offers several other resources if blog posts aren’t your preferred way of learning, for example: White papers. HubSpot has a regular publishing cadence of content like webinars, blog posts, white papers, and ebooks. White papers.

Customer Service 82

Customer Service Coaching Education Best practices 82

Avaya

JANUARY 29, 2019

Automated Quality Management – Automate the entire quality management process, from scoring evaluations to assigning coaching. Coaching – Out-of-the-box workflow for scheduling, delivering and tracking coaching. eLearning – Deliver coaching lessons and training to agents directly to their desktop.

Customer Experience 67

Customer Experience Coaching Contact Center Quality management 67

ConvergeOne

JUNE 21, 2022

Step 2: Ensuring Personalized Experiences with Quality Assurance and Coaching. Such rankings are used during coaching sessions, and often become part of the employee’s record. Download the full white paper below. WHITE PAPER] Six Steps to Engaging + Empowering Agents with Workforce Engagement Management.

Management 63

Management Contact Center Coaching Analytics 63

Vonage

MARCH 26, 2018

They can mine this data to uncover points of frustration and sentiment across the customer journey; to review and understand how agents are communicating with customers (for example how much time they spend listening versus talking); and to coach agents to give special attention to the moments that matter.

Customer Service 91

Customer Service Contact Center Customer centricity Coaching 91

Liveops

DECEMBER 27, 2018

These curated items include some of our most-read posts along with white papers call center leaders will appreciate. Click here to read tips for coaching agents to build rapport on their calls. Customer Contact Week’s white paper provides clear-cut strategies for better performance.

Contact Center 81

Contact Center Customer Service Call Center Virtual Agent 81

Fonolo

MAY 7, 2015

This means being present for your teams to provide support and advice, for coaching and development, and to essentially guide them to success. Coach and Teach, Don’t Preach. Understanding these will help you to reach them when coaching them later. This white paper explores key areas that are sure to shake up the industry.

Call Center 126

Call Center Management Contact Center Coaching 126

DMG Consulting

FEBRUARY 12, 2019

At an agent level, contact handle-time outliers – whether significantly higher or lower than average – can help supervisors identify coaching and training opportunities. For more information about KPIs and balanced scorecards, see DMG’s white paper: Top KPIs for Managing Customer Service, Sales and Collections Contact Centers.

Average Handle Time 59

Average Handle Time Contact Center Coaching Call Center 59

Monet Software

JANUARY 30, 2020

Coaching can help counter the effects. For instance, career coaches will sometimes use the analogy of stage plays to help inspire workers. Fortunately, we’ve delved deeply into this topic in our white paper The Complete Contact Center Guide to Employee Engagement for SMBs. “For the Audience, It’s the First Time”.

Contact Center 71

Contact Center Employee engagement Coaching Call Center 71

Callminer

APRIL 23, 2019

A Contact Center World white paper on security and PCI compliance in cloud-based contact centers offers an example of how this might work: ‘A sales representative might be able to view customer details, but they may not be able to update or delete them. An often-used subjective measure of ‘quality of service’ is call scoring.

Best practices 159

Best practices Call Center Banking Contact Center 159

Fonolo

JANUARY 14, 2020

Kate Nasser — also known as ‘The People Skills Coach’ — has been helping Fortune 500 leaders become more dynamic and inspirational for the past 25+ years. . This white paper explores key areas that are sure to shake up the industry. Top Pick: The one-sentence business case for customer experience.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

COPC

MARCH 11, 2022

This age group prefers training and development models that leverage mentoring and one-on-one coaches over traditional larger group classroom training approaches. White Paper: Five Steps to Effective Recruiting, Hiring & Training. Flexible work schedules, working remotely and trying different roles are essential.

Contact Center 85

Contact Center Customer Support outsourcing Marketing 85

Vonage

FEBRUARY 13, 2017

Monitoring call centre agents can create better coaching opportunities. In NewVoiceMedia’s White Paper, Serial Switchers Strike Again , we discovered that 70% of consumers are more loyal to a company when they provide excellent customer service, and 40% spend more. Speech analytics helps to retain customers and reduce churn.

Analytics 53

Analytics Customer Service Scripts Surveys 53

Fonolo

AUGUST 29, 2018

Dealing with difficult situations needs to be a dominant component of all customer service training and coaching.”. White Paper: CX Trends You Need to Watch in 2018. Research tells us that effectively dealing with negative situations is core element in creating “Wow” experiences and customer loyalty.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

Calabrio

JULY 29, 2016

Evaluating your agents’ longest or shortest calls, for example, can be useful in identifying service outliers and opportunities to coach agent behavior. Read this Calabrio sponsored white paper by DMG Consulting for best practices in analytics enabled quality assurance.

Contact Center 56

Contact Center Analytics Coaching Self service 56

Callminer

MARCH 6, 2020

Download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition , to learn more about how interaction analytics can help your management team reduce agent turnover. Through her coaching engagements, Irina empowers her clients to show up for themselves and become better at what they do.

Management 207

Management Customer Service Consulting Consulting 207

Liveops

DECEMBER 27, 2018

These curated items include some of our most-read posts along with white papers call center leaders will appreciate. Click here to read tips for coaching agents to build rapport on their calls. Customer Contact Week’s white paper provides clear-cut strategies for better performance.

Contact Center 48

Contact Center Customer Service Call Center Virtual Agent 48

Comm100

MAY 31, 2016

” – Marilyn Suttle, success coach and customer service expert. Blog, reports, and white papers. Download this white paper to learn how to deal with and follow up on difficult customers. “Thank your customer for complaining and mean it. Most will never bother to complain. Download Now.

Customer centricity 49

Customer centricity Self service Chatbots Feedback 49

Comm100

APRIL 6, 2020

Managers can join customer conversations on digital channels if they sense they need a little help and can also conduct real-time coaching through internal chats to help with training. Free Download: Customer Engagement 2020 White Paper. White Paper. Digital omnichannel is the next big thing of the new decade.

Multichannel 52

Multichannel Chatbots Customer Care Coaching 52

CSM Magazine

MAY 26, 2021

Examples of this could include having webinars to coach them through particular challenges that they’re having. Or producing white papers to share your insights or unique research on a particular subject that interests them. Or having guides on how to use your product or service.

Customer Experience 52

Customer Experience Engineering B2C B2B 52

Noble Systems

JANUARY 21, 2019

In addition, there are two segments that span the entire hierarchy – manage, forecast and analyze; and develop, coach, onboard and motivate. Develop, Coach, Onboard, Motivate. Gamification can be instrumental in getting new contact center sales agents up to speed on everything they need to know to be successful right from the start.

Gamification 61

Gamification Sales Contact Center CRM 61

inmoment

AUGUST 16, 2018

People: Once you define your vision, it must be infused across hiring, training, coaching, and professional development to build and nurture a customer-centric culture for the long run. To learn more about the necessary components to a successful CX Strategy, download the full InMoment white paper at [link].

Customer centricity 40

Customer centricity Coaching Accountability Personalization 40

Noble Systems

JANUARY 30, 2019

After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying. Effective agent training and coaching have been a top priority for contact centers for a long time. Leverage Gamification for Soft Skills Development.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

Callminer

MARCH 6, 2020

Download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition , to learn more about how interaction analytics can help your management team reduce agent turnover. Through her coaching engagements, Irina empowers her clients to show up for themselves and become better at what they do.

Management 182

Management Customer Service Consulting Consulting 182

NICE inContact

NOVEMBER 9, 2018

Consider a quality management solution that will let you observe agents as they interact with customers and allow you to score interactions using a standardized evaluation form and to provide systematic coaching and teaching. Let your customers contact you in ways that work best for them. We live in a digital world.

Contact Center 49

Contact Center Contact center software Benchmark First call resolution 49

JustCall

MAY 12, 2021

Case Studies and White Papers . Case studies, white papers, competitor research, testimonials , and other vital intelligence come in handy when pitching your products to clients. Sales Training and Coaching. Keeping this content up to date and relevant to the target market is also crucial for sales growth.

Sales 52

Sales call center software Scripts call center solutions 52

Amity

FEBRUARY 10, 2017

To learn more about Eloqua's Customer Success story, download our white paper: From $0 to $1 Billion, Scaling Customer Success at Eloqua. From an external point of view, there is no other organization that is as relied upon by the customer to be its champion, guide, coach, and conduit to critical information.

Marketing 80

Marketing Customer centricity Coaching Sales 80

Noble Systems

JANUARY 21, 2019

In addition, there are two segments that span the entire hierarchy – manage, forecast and analyze; and develop, coach, onboard and motivate. Develop, Coach, Onboard, Motivate. Gamification can be instrumental in getting new contact center sales agents up to speed on everything they need to know to be successful right from the start.

Gamification 52

Gamification Sales Contact Center CRM 52

Serenova

MARCH 7, 2019

We know many of you have read our blog posts, downloaded a white paper or even checked out one of our data sheets, e-books or articles in the updated resources section of this website. And we can show you how you can provide agent feedback and coaching through a unified interface. See Serenova (and our solution) in action.

Enterprise 40

Enterprise Cloud contact Contact Center contact center solutions 40

Tethr

JUNE 16, 2020

This guide explores how and why TEI was built , how brands are using TEI to drive down systemic issues and how teams can better coach agents with the insights they gather using the tool. If CX matters to you, delivering a low-effort experience to your customers certainly does, too.

Coaching 68

Coaching Customer effort Surveys Metrics 68