ShepHyken

NOVEMBER 20, 2020

By coaching to handle every situation amazingly well, you can improve reputation and get more sales/. Consider having on-site training workshops by customer service experts. The workshops are customized to meet the unique needs of your employees. How to avoid that if you’re running an eCommerce business?

Customer Service 371

Customer Service Chatbots Education Feedback 371

Myra Golden Media

DECEMBER 17, 2018

In my De-escalation workshops, I show a clip from Jack Nicholson’s Five Easy Pieces. The inflexible ‘no’ started the cycle of escalation, which I talk about in my workshops and eLearning. In the scene, Nicholson’s character is trying to get a side of toast. The employee’s initial contact was negative and final. .”

Coaching 274

Coaching Management Customer Service Call Center 274

Toister Performance Solutions

NOVEMBER 14, 2024

Workshop planning tool ( free download ). Use the Workshop Planner to create an action plan. Start by reviewing the overall goal for the training that you identified on the Workshop Planner. Set aside time to provide each person with coaching and feedback. Access to Phone-Based Customer Service for all participants.

Customer Service 92

Customer Service Coaching Best practices Contact Center 92

Myra Golden Media

JULY 2, 2019

I promise, after just 30-minutes with me in this special “3-Step De-escalation Method” on-demand workshop, you will be inspired and thrilled with how much more productive you can be at getting angry customers to back down! The “3-Step De-escalation Method” online workshop is just $199. You have nothing to lose!

Coaching 264

Coaching Feedback Customer Support Management 264

ShepHyken

NOVEMBER 25, 2016

She is a Conference and Workshop Presenter, Executive Coach and Author based in Australia. Shame they didn’t think so, and probably don’t know what to do with the tote bag I sent back with my bill for inconvenience, do you? Gotta love this business!

Morale 283

Morale Coaching Customer Service Customer Experience 283

Toister Performance Solutions

FEBRUARY 21, 2025

Workshop planning tool Contact LinkedIn Learning for pricing and subscription options if you don't already have access. Use the Workshop Planner to create an action plan. Start by reviewing the overall goal for the training that you identified on the Workshop Planner. Access to Serving Internal Customers for all participants.

Coaching 83

Coaching Best practices Feedback Customer Service 83

Interaction Metrics

NOVEMBER 21, 2024

For example, (depending on the kind of company you are) coaching agents to express statements like these can move the needle on interaction quality significantly: “Thanks for placing an order with us today; all of us at (Company Name) truly appreciate your business!” “I’m glad we could work together to get this resolved.

Customer Service 62

Customer Service Metrics Journey mapping CRM 62

Customers That Stick

OCTOBER 2, 2014

Kate Nasser, The People Skills Coach™ , is a smart, energizing, experienced speaker, coach, and workshop leader. To engage Kate Nasser’s keynotes, workshops, and coaching, visit her blog. Blog customer-service-interview customer service interview customer service training kate nasser'

Coaching 152

Coaching Government Scripts Employee engagement 152

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. We’ve taken Myra’s onsite De-escalation Workshop and shrunk it down to a 30-minute high-impact interactive online class! (with a focus on de-escalation).

Coaching 185

Coaching Customer Care Customer Support Feedback 185

Myra Golden Media

JULY 16, 2019

After I deliver a customized, engaging customer service workshop, I help my clients reinforce the main ideas. Monitoring Sans Coaching. Calibration keeps everyone who monitors and coaches consistent and fair. Expecting Coaches to Coach Without Training. Overwhelming Those Who Monitor and Coach.

Calibration 153

Calibration Contact Center Coaching Construction 153

Vistio

MARCH 24, 2025

Live virtual sessions and in-person workshops help reinforce key concepts, while on-demand training allows agents to revisit materials at their own pace. Prioritize Real-Time Coaching and Feedback Hybrid models require adaptive coaching strategies. This helps both remote and in-office agents improve performance quickly.

Contact Center 52

Contact Center Coaching Feedback Personalization 52

ShepHyken

FEBRUARY 1, 2019

– If it is apparent that the current customer experience isn’t ideal, intervene and provide coaching. In addition, make the training a hands-on experience; a classroom-like environment with workshops is better than one jumbled lecture-like session. . – Roll out the customer service initiative to everyone. Demonstrate it.

Customer centricity 233

Customer centricity CRM Finance Coaching 233

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. What would you like us to discuss? Click here.

Coaching 195

Coaching Call Center Education Personalization 195

CX Global Media

OCTOBER 15, 2018

If leadership training is provided, it’s typically provided via traditional classroom workshops or seminars that are known to deliver very low return on investment for leadership development, impact and learner interest. The post ALERT: Leadership Training for Supervisors Is Being Disrupted appeared first on Call Center Coach.

Contact Center 269

Contact Center Morale Call Center Metrics 269

CX Global Media

NOVEMBER 6, 2019

At the event he conducted a workshop about Speech Analytics and he graciously shared with me his observations about what occurred during that workshop. Some of the initial conversations in the workshop was about agent performance, how to streamline the QA (Quality Assurance) process. So, there’s two pieces.

Analytics 136

Analytics Contact Center Coaching Call Center 136

CX Global Media

DECEMBER 28, 2017

Coaching is the #1 agent experience focus for 2018. He’d put people through workshops and help them individually learn the skills of change but they get back to the organization or get back to the team and they’re not changing and so their motivation runs out. The inside-out and the outside-in approach. But which one?

Contact Center 159

Contact Center Coaching Customer centricity Customer effort 159

Toister Performance Solutions

DECEMBER 12, 2024

Full or half-day workshops disrupt your operation. Offer coaching and encouragement to help them continue building and refining the skill. Conclusion You can still do larger annual or semi-annual workshops to bookend these efforts. The all-at-once approach creates a lot of problems. Low retention. Bad timing.

Customer Service 124

Customer Service Coaching Contact Center Management 124

Myra Golden Media

DECEMBER 19, 2017

Here’s one of the activities I led in that workshop (in small groups): Discuss: (The person in your group who graduated from high school most recently will lead this discussion.). How long will it take for you to talk to us about having Myra deliver a customer service workshop for your employees? . Caitlin Singer.

Personalization 136

Personalization Customer Service Coaching Customer Experience 136

Myra Golden Media

MARCH 18, 2020

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. We’ve taken Myra’s onsite De-escalation Workshop and shrunk it down to a 30-minute high-impact interactive online class! (with a focus on de-escalation).

Coaching 156

Coaching Customer Support Call Center Customer Care 156

Steve DiGioia

DECEMBER 5, 2016

Kate Nasser, The People Skills Coach™ & President of CAS, Inc. delivers global workshops on delivering the ultimate customer service experience. Go to katenasser.com for more workshop information. These are the types of arguments that can make decision makers stand up and take notice. Kate Nasser.

Customer centricity 264

Customer centricity Consulting Consulting Metrics 264

Real Blue Sky

NOVEMBER 25, 2024

Continuous Feedback and Coaching: Regular feedback is vital. Offering workshops, access to mental health resources, and promoting a healthy work-life balance can significantly reduce stress, leading to calmer, more empathetic interactions. This openness helps address issues promptly and maintain a positive work environment.

Construction 52

Construction Morale Feedback Coaching 52

CX Global Media

AUGUST 14, 2018

We know that traditional approaches like multi-day workshops don’t build skills efficiently. The post Contact Center Agent to Supervisor Success Path appeared first on Call Center Coach. Learning and Development Must Disrupt Itself. But our organizations change slowly, and prefer to operate in ways that worked in the past.

Contact Center 180

Contact Center Call Center Coaching Surveys 180

Customer Service Life

DECEMBER 18, 2018

1:1 Coaching . My coaching program puts a spin on an individual’s wellness through the lens of customer service with the intention of personal growth. I’m giving away free 60-minute coaching sessions. Creating a Workplace Culture of Self-Care Starts With You Workshop . Try it out for yourself!

Contact Center 105

Contact Center Personalization Coaching Customer Service 105

Up Your Service

APRIL 22, 2018

A strong and sustainable service culture needs passionate educators, coaches, and role models who teach and apply the principles of uplifting service. Workshop Leader Certification Program is a proven means to establish this capability inside your organization. Workshop Leader Selection Guidelines. Download UP!

Education 40

Education Coaching 40

CX Global Media

AUGUST 7, 2018

We know that traditional approaches like multi-day workshops don’t build skills efficiently. The post [INFOGRAPHIC] Accelerated Skill Development for Contact Center Supervisors appeared first on Call Center Coach. Our organizations, our learners, and our jobs have changed dramatically. – Click to Tweet.

Contact Center 174

Contact Center Coaching Call Center Personalization 174

Fonolo

JANUARY 31, 2023

Simply put, call center training is any course, seminar, video, coaching session, or other activity that teaches the skills and behavior required for success in a call center. Include workshops and group activities as much as possible! Still have questions about call center training? What is Call Center Training?

Call Center 141

Call Center Contact Center Coaching Gamification 141

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. What I liked the most are the seminars and workshops we did all year round.

Call Center 182

Call Center Management Scripts Coaching 182

Up Your Service

APRIL 22, 2018

A strong and sustainable service culture needs passionate educators, coaches, and role models who teach and apply the principles of uplifting service. Workshop Leader Certification Program is a proven means to establish this capability inside your organization. Workshop Leader Selection Guidelines. Download UP!

Education 40

Education Coaching 40

TechSee

JUNE 4, 2019

Traditionally, contact centers have trained new agents using one-on-one coaching or classroom-style role-playing, where the focus is on imparting knowledge and customer service etiquette. Whisper coaching. Get in the game. Make the workplace fun again. Real-time self-monitoring.

Call Center 117

Call Center Technology Gamification Coaching 117

CSM Magazine

DECEMBER 23, 2024

Team-Building Workshops Conduct interactive seminars centered on team-building exercises. Team building, team development, and team coaching are all methods that may help to encourage motivation, cohesiveness, and enjoyment in the workplace. In the absence of in-person meetings, explore new methods to connect and work.

Customer Support 52

Customer Support Morale Coaching Personalization 52

Call Center Weekly

OCTOBER 5, 2018

So don’t include the ones that come standard with every other “Core Values Workshop” mindset. How well your staff lives by and exemplifies the core values of your company should be coached and rewarded. Get to the Core Values that really mean something in a truly non-generic way. Let’s assume those as a given.

Customer Experience 143

Customer Experience Coaching B2B Personalization 143

Kayako

AUGUST 27, 2015

These are methods worth highlighting: Hold team workshops and role playing sessions. It’s coaching that sticks while things are still fresh in your mind. Many support reps I’ve talked to tell me that coaching isn’t usually something they look forward to, mostly because they get it only when they’re “in trouble.”. says Joshua.

Customer Support 94

Customer Support Coaching Feedback Engineering 94

Kristina Evey

APRIL 28, 2015

Interested companies gather a little information, talk about it from time to time, hire a consultant, might spend a little money for a workshop or training session, and believe that they are on the right track.

Customer Service 113

Customer Service Coaching Consulting Consulting 113

CX Accelerator

AUGUST 1, 2018

We hosted a photography workshop , and it was a huge hit. Jenny Hire a certified health coach to come to your office to meet with agents one on one to support them with their health and wellness goals. Huge bonus points if you can serve alongside one of your customers with a common mission. Sorry, shameless plug!

Contact Center 182

Contact Center Healthcare Coaching Education 182

Integrity Solutions

AUGUST 24, 2022

While online training and workshops can be effective delivery mechanisms for information and knowledge, the real impact only comes when you’re able to turn that knowledge into daily behaviors. What they don’t always recognize is that it’s something that can be developed through effective training and coaching.

Sales 85

Sales Coaching Calibration B2B 85

ChurnZero

MARCH 14, 2023

Join me on March 23, in Austin, Texas, at ChurnZero ’s RYG Workshop where I’ll be presenting a session titled, “Drive powerful client outcomes through Customer Success systems and controls.” Come to the ChurnZero RYG Workshop on March 23 to learn more. Ultimately, these things have to be earned. Does that sound exciting or what?

Coaching 98

Coaching Engineering Marketing Technology 98

Beyond Philosophy

DECEMBER 19, 2020

Dr. Mohan coaches leaders and mentors about their health, as well as the health of their teams. For example, Dr. Mohan’s Hello Health practice also does workshops that put everybody on the same page. Mohan has suggestions for how leaders can help their teams manage and cope with stress.

Consulting 248

Consulting Consulting Management Coaching 248