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

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

CSM Magazine

MAY 16, 2024

Workshops and courses focusing on leadership principles , conflict resolution, and team motivation strategies can empower leaders to manage their teams more effectively. Communication Workshops Excellent communication skills are the bedrock of effective customer support.

Customer Support 52

Customer Support Coaching Construction CRM 52

JustCall

MARCH 13, 2023

A sales coaching plan is every sales manager’s best friend. What is a Sales Coaching Plan? Whether you want to coach newbies during the first call or coach customer service teams, driving personalized coaching and learning is important. What does your role as a sales coach look like?

Coaching 40

Coaching Sales Metrics Best practices 40

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 375

Customer Service Chatbots Education Feedback 375

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

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

Steve DiGioia

NOVEMBER 5, 2015

Guest Post by Kate Nasser, The People Skills Coach™ This original article was written by Steve DiGioia. Today’s guest post is by Kate Nasser, The People Skills Coach™, Founder & President CAS, Inc. She uses real life stories to ignite true customer focus, and here is her story. She checked in and went to the room.

Customer Service 271

Customer Service Coaching Management 271

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

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

Integrity Solutions

APRIL 20, 2023

In fact, in every Integrity Coaching workshop I facilitate, I’ll ask coaches, managers and leaders this simple question: Elisa Matthews “Have you ever asked someone to try something new, clearly articulated a goal or provided training in a particular skill, and yet the person just doesn’t do it ?

Sales 74

Sales Coaching Personalization Morale 74

ChurnZero

SEPTEMBER 6, 2024

It takes a focused team with strong listening and coaching skills, a deep understanding of your product, a curiosity to understand customer goals, and a proactive, strategic approach to engagement. Outcomes-based customer success is a strategy focused on ensuring that customers achieve their desired outcomes with your product.

Coaching 52

Coaching Upselling SaaS Sales 52

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

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 86

Sales Coaching Calibration B2B 86

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

SharpenCX

MAY 31, 2023

Encourage ongoing learning through regular skill enhancement workshops and access to relevant resources. Provide Continuous Feedback and Coaching: Regular feedback and coaching sessions are vital for agent growth and improvement. Offer constructive feedback on agent performance and provide suggestions for enhancement.

Call Center 76

Call Center Coaching Construction Morale 76

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

CSM Magazine

OCTOBER 25, 2023

The HR team should include training resources such as online modules, webinars, workshops, and coaching sessions. Assign Mentors or Coaches: Mentors or coaches can provide valuable feedback and guidance that can accelerate the assimilation of new hires.

Customer Service 52

Customer Service Coaching Best practices Feedback 52

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 284

Morale Coaching Customer Service Customer Experience 284

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.” Join us at the ChurnZero RYG Workshop on March 23 to learn more. Ultimately, these things have to be earned. Does that sound exciting or what?

Coaching 94

Coaching Engineering Marketing Technology 94

Toister Performance Solutions

APRIL 28, 2022

I once delivered the same customer service workshop over 200 times in a two-year period. We had a few moments before the workshop began, so I spent some time talking to her. They didn't coach their employees or give them any feedback. They coached employees, gave feedback, and celebrated wins. That's my first complaint."

Customer Service 62

Customer Service Coaching Feedback Surveys 62

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

SoliCall

AUGUST 2, 2023

2 – Performance Feedback and Coaching. Regularly evaluate their performance and provide individual coaching sessions to address areas of improvement. Offer opportunities for additional training, workshops, and certifications to enhance their expertise. 3- Clear Performance Metrics. 6 – Continuous Skill Development.

Call Center 52

Call Center First call resolution Construction call center software 52

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

CSM Magazine

SEPTEMBER 13, 2024

Workshops and Seminars : These offer opportunities for interactive learning and networking. Coaching and Mentoring : Personalized guidance can address individual development needs. Some of the most effective methods include: On-the-Job Training : Employees learn by doing, under the guidance of experienced mentors.

Morale 52

Morale Metrics Feedback Coaching 52

Interaction Metrics

JANUARY 26, 2024

This led to a program involving recorded call analysis and call center training workshops. ” Jason: “I know you did workshops, and you did some individual coaching. How did they react to coaching and scrutiny?” The metric came in at 54 on a scale of 0 to 100, indicating a clear need for improvement.

Call Center 62

Call Center Metrics Coaching Surveys 62

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

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

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

NobelBiz

FEBRUARY 15, 2023

This workshop brings together at the same table the management of the contact center and the ordering client. Even though the purpose of these calibration workshops for the various assessors is to match the level of criteria between the customer and the service provider, they provide a number of benefits.

Calibration 52

Calibration Call Center Call Logging Quality management 52

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

CX Journey

MARCH 21, 2018

Consultants Yes, you may need to engage with consultants to assist you along the way - whether they are there to coach and advise or to actually conduct a chunk of the work. Design thinking workshops: again, even if you don't hire a consultant, you'll probably want to factor in some location, materials, and food and beverage costs for this.

Journey mapping 108

Journey mapping Consulting Consulting Surveys 108

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

Balto

JUNE 7, 2022

Balto’s product suite of Real-Time Guidance , Real-Time Coaching , and Real-Time QA empowers agents with the information they need at their fingertips while also allowing managers to rapidly scale best practices with the press of a button. The market is finally starting to view real-time guidance as a must-have.”. About Balto.

Coaching 52

Coaching Contact Center Best practices Technology 52

Playvox

MARCH 21, 2024

Provide Coaching and Training Opportunities Investing in continuous training not only enhances the skills of agents but also boosts their confidence and job satisfaction. Along with training, it is important to provide timely coaching to your agents.

Morale 90

Morale Contact Center Quality management Coaching 90

AWS Machine Learning

APRIL 26, 2023

Solution overview: Machine Learning Experience-based Acceleration (ML EBA) Machine learning EBA is a 3-day, sprint-based, interactive workshop (called a party ) that uses SageMaker to accelerate business outcomes by guiding you through an accelerated and a prescriptive ML lifecycle.

Engineering 110

Engineering Government Accountability Technology 110

Russel Lolacher

NOVEMBER 7, 2022

A few reasons why she is awesome – she is on a mission to stop workplace hurt as the founder, Chief Strategist and Transformation Artist for the McLaughlin Method which focuses on leadership coaching, workshop facilitation and employee engagement consultation. She’s a speaker, executive coach and facilitator.

Coaching 52

Coaching Employee engagement Consulting Consulting 52