ShepHyken

JANUARY 30, 2019

It may be one of the best feedback questions I’ve ever heard. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. The post The Best Feedback Question appeared first on Shep Hyken. Sure, I’ll give them an extra minute of my time. So after the call, I stayed on the line.

Feedback 284

Feedback Surveys Customer Service Personalization 284

Toister Performance Solutions

APRIL 11, 2024

This training plan is for customer service managers and trainers. This training plan uses a micro-learning approach. It makes training easier to schedule and improves retention. Step 1: Create a training plan. Tell your team about the training and what to expect. The exercise files from the course.

Customer Service 103

Customer Service Feedback Customer emotions Management 103

CCNG

MAY 6, 2021

If simulation training isn’t part of your training regimen now, it will be soon. Today I’m going to show you why I’m so confident that simulation training is in your future and how you can approach the process to gain the most benefit for your call center. We had just come from training and hadn’t received much practice.

Call Center 195

Call Center Banking Technology Surveys 195

ShepHyken

FEBRUARY 9, 2018

This week we feature an article by Kristin Erikson writes shares great customer service training tips and ideas that will help your company build brand advocacy. Remember customer service training is not something you di, it’s something you do. – Shep Hyken. Customers service training ideas for better brand advocacy.

Customer Service 399

Customer Service Morale Sales Coaching 399

CSM Magazine

OCTOBER 31, 2024

Ramping up your customer service game is easy with training videos – they provide the perfect toolbox for your team to consistently impress customers. Training videos can be a real game-changer, offering an accessible and flexible way to reinforce your message. Utilize surveys or feedback forms to gather insights from your staff.

Customer Service 52

Customer Service Scripts Morale Feedback 52

Callminer

FEBRUARY 12, 2020

Behind every great employee is an equally impressive training initiative that helps agents define goals, work strategically, and generally get more done. To ensure that your own call center’s training program is effective, give the following tips and best practices a try. Provide Useful Feedback. Keep Things Practical.

Best practices 182

Best practices Call Center Construction Feedback 182

Fonolo

JANUARY 31, 2023

Call center training has always been one of the key pillars of running a successful call center. A strong call center training program should not just be part of your onboarding process. Still have questions about call center training? What is Call Center Training? Don’t just pick one.

Call Center 141

Call Center Contact Center Coaching Gamification 141

CCNG

MARCH 4, 2021

The survey of managers and executives responsible for training revealed a mad rush to deploy technology, with 68% of respondents investing in better training delivery via virtual and collaboration meeting tools and 30% investing in better eLearning utilization.

CCNG 195

CCNG Contact Center Surveys Coaching 195

AWS Machine Learning

APRIL 24, 2024

The Amazon D&C team implemented the solution in a pilot for Amazon engineers and collected user feedback. In this post, we share how we analyzed the feedback data and identified limitations of accuracy and hallucinations RAG provided, and used the human evaluation score to train the model through reinforcement learning.

Engineering 132

Engineering Feedback Construction Analytics 132

Vistio

OCTOBER 15, 2024

High turnover rates can be costly for companies, both in terms of training new hires and in the potential loss of institutional knowledge and customer satisfaction. For example, by analyzing training data, companies can discover how an agent’s initial experience in the organization may influence their longevity.

Analytics 52

Analytics Coaching Morale Metrics 52

CSM Magazine

NOVEMBER 7, 2024

However, cross-department training fills these gaps by connecting support staff with vital knowledge from sales, product, and marketing teams that are better equipped with that requisite knowledge. Representatives learn to spot product feedback patterns after spending time with development teams. What does this look like in action?

Customer Service 52

Customer Service Finance Sales Marketing 52

Vistio

OCTOBER 7, 2024

One of the most persistent issues facing contact centers is agents leaving training programs without the skills they need to perform effectively on the job. So, why do agents graduate from training programs with missing skills? Solution: Training should be immersive and connected to real business outcomes.

Contact center software 52

Contact center software Coaching Contact Center Technology 52

CCNG

SEPTEMBER 8, 2020

Written By Trey Fischer Trey Fischer of Kat Lan Tat Services spoke to members on how to help training teams go from surviving training with the remote agents to thriving when training remote agents. The video clip of Trey’s comments comes from a recent Town Hall meeting with members of CCNG.

CCNG 195

CCNG Contact Center Consulting Consulting 195

Peter Lavers

FEBRUARY 27, 2018

Amongst all the hype of customer experience, AI, chatbots and real-time personalisation, don’t forget that staff still need excellent customer service training – no matter how successful your company is right now! When customer support representatives start at a company, they usually get a bit of training upfront.

Customer Service 249

Customer Service Coaching Chatbots Best practices 249

Vistio

JULY 1, 2024

In the contact center, one would assume that extensive training leads to confident and well-prepared agents. However, a perplexing paradox has emerged: as agents undergo more training, their anxiety levels often increase. This seems counterintuitive—shouldn’t more training result in better preparedness and confidence?

Contact Center 52

Contact Center Coaching Construction Scripts 52

Interaction Metrics

AUGUST 29, 2024

Your customer feedback dashboard is a powerful tool when used strategically. Here’s our quick guide to getting the most out of your customer feedback dashboard. When Setting Up a Customer Feedback Dashboard Of course, not all customer feedback dashboards are created equal.

Feedback 62

Feedback Metrics Surveys Sales 62

AWS Machine Learning

JUNE 25, 2024

Extracting valuable insights from customer feedback presents several significant challenges. Scalability becomes an issue as the amount of feedback grows, hindering the ability to respond promptly and address customer concerns. Large language models (LLMs) have transformed the way we engage with and process natural language.

Feedback 124

Feedback Engineering Enterprise Technical Support 124

AWS Machine Learning

MARCH 4, 2024

Alida helps the world’s biggest brands create highly engaged research communities to gather feedback that fuels better customer experiences and product innovation. Open-ended survey questions allow responders to provide context and unanticipated feedback. This post is co-written with Sherwin Chu from Alida.

Feedback 121

Feedback APIs Engineering Surveys 121

Callminer

JULY 23, 2019

Providing feedback to agents in your call center is entirely needed to maintain and improve a quality facility. However, knowing how to deliver feedback can be tricky. Unfortunately, there are a number of pitfalls that can derail the process of delivering effective feedback.

Best practices 140

Best practices Feedback Call Center Coaching 140

Call Design

SEPTEMBER 9, 2021

If agents don’t have proper training and tools, they are not only unable to do their jobs, but may be damaging your brand. Continuous Training . Continuous training is key to a contact centre’s longevity and performance. As technology and social circumstances change, training procedures must also keep up to date.

Gamification 146

Gamification Best practices Feedback Employee engagement 146

Vistio

SEPTEMBER 23, 2024

But emotional intelligence isn’t always innate; it can be developed and honed with the right training. But traditional training methods—classroom learning, role-playing, or on-the-job coaching—have limitations when it comes to teaching the nuance of emotional interactions. That’s where AI steps in.

Coaching 52

Coaching Contact Center Feedback Personalization 52

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! CX professionals know they can share it as constructive feedback (if you’re lucky) or harsh criticism (if you aren’t).

Analytics 78

Analytics Feedback Metrics Surveys 78

CSM Magazine

SEPTEMBER 13, 2024

In today’s ever changing business environment, the need for effective employee training and development programs has never been more critical. The Importance of Employee Training and Development Every organization thrives on the competencies and capabilities of its workforce. Measurable : Determine how success will be measured.

Morale 52

Morale Metrics Feedback Coaching 52

CSM Magazine

AUGUST 27, 2024

However, attaining and sustaining high levels of customer satisfaction needs more than just basic training. Modern technology provides new solutions to improve customer service training, giving employees the tools they need to succeed in a competitive industry. Who benefits from gamification-based training?

Gamification 52

Gamification Customer Service Feedback Employee engagement 52

Vistio

SEPTEMBER 25, 2024

When managing a contact center, one of the biggest challenges is training your agents effectively. Too often, training programs are broad, treating every agent the same and wasting precious time reviewing content that some agents already know. That’s where ServiceSim comes in.

Personalization 52

Personalization Contact Center Feedback Analytics 52

Vistio

SEPTEMBER 16, 2024

But achieving high performance in your contact center isn’t just about hiring the right people—it’s about equipping them with the right training. The quality of your training program has far-reaching effects on your business, from reducing turnover and minimizing costs to improving customer satisfaction.

Contact Center 52

Contact Center Customer retention Upselling Coaching 52

Toister Performance Solutions

DECEMBER 7, 2023

The manager delegates customer service training to you and expects you to do all the work. They fail to reinforce the training and employees quickly go back to their old habits. It's a simple worksheet that you use to complete an action plan with the employees' manager before training. It's a broken model.

Management 107

Management Customer Service Feedback Marketing 107

ShepHyken

APRIL 23, 2024

In the customer service world, we could consider this to be ongoing training that keeps your employees sharp with the latest tools and technology to help provide the best possible support and experience. Feedback: When we take our car to a dealer or repair center, a mechanic hooks a computer up to the car to perform a “diagnostic check.”

Customer Experience 346

Customer Experience Advertising Feedback Engineering 346

Vistio

SEPTEMBER 9, 2024

Training is vital for the success of any contact center, ensuring that agents are well-equipped to handle a wide variety of customer interactions. But when it comes to classroom training, there is such a thing as too much of a good thing. To prepare agents for this, companies frequently invest in extensive classroom training programs.

Contact Center 52

Contact Center Coaching Feedback Technology 52

Vistio

JUNE 24, 2024

Traditionally, contact center training programs relied heavily on classroom-based instruction, where new hires would spend days or even weeks learning the ropes. Enter artificial intelligence (AI), which is transforming how training is conducted, making it more dynamic, continuous, and personalized.

Contact Center 52

Contact Center Feedback Coaching Chatbots 52

Nicereply

JUNE 12, 2023

Good customer service training is one of the most important components of your support team’s success. And that means figuring out how to effectively train new customer service team members is mission critical. And that means figuring out how to effectively train new customer service team members is mission critical.

Customer Service 84

Customer Service Best practices Construction Customer centricity 84