Playvox

APRIL 25, 2023

Let’s confess — we’ve all nodded off during on-demand remote training sessions. How can you spice up remote agent training at your contact center to make it the most engaging and effective it can be? This staying power means that those in charge of delivering customer experience (CX) need to rethink how they deliver remote training.

Contact Center 79

Contact Center Contact center software Gamification Feedback 79

CSM Magazine

AUGUST 15, 2022

Simulation training is one of the fastest-growing training approaches for customer service agents. Many of the leading contact centers in the world are leveraging simulation training to provide customer service agents with an automated role-play partner. Simulation Training for Better Human Engagement and Performance.

Customer Service 93

Customer Service Coaching Best practices Contact Center 93

Myra Golden Media

SEPTEMBER 28, 2017

I’m giving you the actual exercise I gave to the employees in the customer service training I delivered this morning, along with the discussion questions I used. If you’d like an excellent training activity that helps employees convey empathy , print off this exercise and facilitate a short discussion with your team.

Customer Service 159

Customer Service Accountability Feedback Personalization 159

AWS Machine Learning

OCTOBER 5, 2022

So much exposure naturally brings added risks like account takeover (ATO). Each year, bad actors compromise billions of accounts through stolen credentials, phishing, social engineering, and multiple forms of ATO. To put it into perspective: account takeover fraud increased by 90% to an estimated $11.4 Overview of solution.

Accountability 69

Accountability APIs Metrics Engineering 69

Integrity Solutions

MAY 24, 2023

What Is Sales Training? Sales Training – at its heart – should be about learning to uncover and identify customer needs, thus creating value and providing service. And this is where sales training should spend the largest proportion of its focus. Why are you doing the training? What role will managers play?

Sales 52

Sales Coaching Accountability Personalization 52

SharpenCX

MAY 12, 2020

The training it takes to get to that level of expertise takes more than just a week or two. To help your agents support a positive customer experience, training has to extend past initial onboarding, too. Making Training Engaging. When you think about training, does it make you excited? But, let’s be honest.

Contact Center 128

Contact Center Customer Service Employee engagement Coaching 128

delighted

OCTOBER 11, 2021

A skimmable survey is a survey that is easy to understand and answer, inviting more accurate and honest feedback. Very Bad: “After spending two hours with the Hem & Stitch onboarding team, on a scale of 1-5, how effective do you think the overall onboarding training actually was? We now need your input to make our training better.

Surveys 85

Surveys Feedback Advertising B2B 85

CSM Magazine

APRIL 13, 2023

Online ethics training helps organizations by providing employees with the resources they need to make decisions rooted in ethical values. Let’s explore why implementing online ethics training at your company may greatly benefit you and those around you. What is Online Ethics Training and Why Is it Important for Your Company?

Gamification 52

Gamification Accountability Feedback Technology 52

aircall

JANUARY 29, 2021

Most people tend to think of training as a “one-and-done” experience. For support agent training, that’s simply not enough training to really become experts in their field. Call center training encompasses many different areas. Call Center Training For Your Support Agents. Here are some of the common ones: .

Best practices 62

Best practices Call Center call center software Morale 62

ShepHyken

JULY 15, 2022

Step 4: You assign your best client success manager on their account and ensure they’re scheduled for your monthly training workshops as a non-negotiable. Step 5: You send a feedback survey plus a gift card after four weeks in the program to gauge where they’re at and see how it’s going. Conclusion.

Coaching 334

Coaching Customer centricity Accountability Feedback 334

CustomerSuccessBox

JULY 11, 2022

Especially, with a big account churn. How you handle, communicate with, and learn from account churn—user offboarding—is as crucial especially when the churned customer is a major account. The route includes account churn. There are many different causes of account churn. What is offboarding?

Accountability 52

Accountability Feedback Surveys SaaS 52

Integrity Solutions

AUGUST 24, 2022

If you’ve implemented sales training this year, you’re not alone. Studies have shown that upwards of $15 billion is spent annually on sales training in the United States alone. And are there specific sales training strategies behind that critical investment to help ensure its success and strong ROI?

Sales 86

Sales Coaching Calibration B2B 86

ShepHyken

DECEMBER 3, 2021

Prior to my arrival at XGS, the company had trained its focus on the flooring space and had kicked off an ambitious growth phase. . Through a variety of surveys and feedback forums, XGS realized that we had some work to do to create an internal culture that drove employee engagement and satisfaction. Closing the Operational Gap.

Customer Experience 353

Customer Experience Transportation Feedback Metrics 353

Balto

JANUARY 9, 2023

Proper contact center training methods show agents the ropes during their onboarding, and supports them as they grow in their role in the following years. The best kinds of training tools leave agents confident in their skills and energized to create value for your organization. So, what does a strong training program look like?

Contact Center 52

Contact Center Coaching Best practices Feedback 52

ProProfs Blog

DECEMBER 14, 2018

Collecting and responding to customer feedback is critical for any growing business. Ignoring or failing to collect feedback is like flying a plane at night without instruments: you hope you’re headed in the right direction, but you can’t really be sure. So, how do you collect the most relevant feedback from your customers?

Feedback 145

Feedback Surveys Analytics Customer Support 145

Hello Customer

MARCH 15, 2023

Our AI, ISAAC (short for Industry-Specific Analysis and Categorization) turns feedback into detailed insights by applying fine-grained topic categorization and sentiment analysis to the feedback you receive. For example: what if the feedback categories don’t fully match with your internal KPIs ?

Feedback 52

Feedback Transportation Personalization Consulting 52

Nicereply

DECEMBER 8, 2020

When should agents be held accountable for bad CSAT scores? There are several situations where your agents should be held accountable for a bad CSAT score. Agents should receive the appropriate training to enable them to solve even more complex and tougher problems. It’s not my fault!” Taking too long to reply to a customer.

Accountability 66

Accountability Airlines Feedback Customer Service 66

JustCall

MARCH 9, 2023

Here’s taking a holistic look at the advantages of customer service training and why you should give it its due. Benefits of customer service training for employees Here’s how employees can benefit from customer service training. Increased confidence Trained customer service agents are more confident in dealing with customers.

Customer Service 40

Customer Service Morale Benchmark Scripts 40

CrazyCall

DECEMBER 5, 2018

The best thing you can do is to train your agents. Through ongoing training, they’ll stay up-to-date with the call center best practices, the newest trends and the new products that you put out. Also, regular training helps balance the time your call center agents work and time they learn. Quality over quantity. Make it clear.

Call Center 91

Call Center Best practices Scripts Feedback 91

CSM Practice

JUNE 19, 2019

Customer Success Training Plan. No doubt, customer training improves customer success and can greatly reduce churn by increasing user adoption and supporting a successful onboarding. The original assumption was that customer prefer on-site training and that their users did not like online videos.

Education 67

Education SaaS Feedback Accountability 67

Toister Performance Solutions

JULY 8, 2021

What is the right amount of time to spend on training? He had contacted me with some questions about lesson plans for a training class he was running with his team. My answer surprised him because I suggested he spend less time on training, not more. 10 percent came from formal training. It was taking the team 4.5

Customer Service 71

Customer Service Coaching Management Accountability 71

Toister Performance Solutions

SEPTEMBER 24, 2020

Ashley (not her real name) had been instructed to round up some quotes for customer service training. Find some trainers, learn about their standard training program, and find out how much the training costs. I asked a few questions to learn more about the training request and what problem the company was trying to solve.

Customer Service 71

Customer Service Self service Surveys Wait times 71

CustomerSuccessBox

MARCH 14, 2022

We have curated the best courses and training handpicked for you to select the best out of the best. Customer Success Training to do in 2022. Cisco Training. Customer | How To Manage Customer Feedback. Knowing how to ask for and gather feedback is one of the most important skills a Customer Success Manager should master.

Journey mapping 52

Journey mapping Accountability Construction Management 52

SharpenCX

JUNE 22, 2021

Designing an effective training program in a call center is no easy task. But as those new hires become seasoned employees, their initial training fades, and you need to supplement it with new knowledge. Well-trained call center agents are essential to your customer loyalty. Step 1: Incorporate storytelling in your training.

Call Center 67

Call Center Coaching Analytics Employee engagement 67

aircall

FEBRUARY 1, 2021

Have you ever looked at a high-performing sales team and wondered what kind of sales team training empowered them to be the best? spend over $70 billion on sales training every year. As you develop your sales team training program, you’ll need to have a good understanding of the purpose and goals of the training.

Best practices 62

Best practices Sales Call Center Coaching 62

AWS Machine Learning

AUGUST 3, 2023

Training ML algorithms for pose estimation requires a lot of expertise and custom training data. Therefore, we present two options: one that doesn’t require any ML expertise and uses Amazon Rekognition, and another that uses Amazon SageMaker to train and deploy a custom ML model. Both requirements are hard and costly to obtain.

APIs 63

APIs Scripts Engineering Technical Support 63

CSM Magazine

MAY 10, 2024

Customers no longer rely solely on physical branches and are increasingly turning to digital channels like mobile banking apps, online platforms, and even social media for real-time access to their accounts and financial advice. These foundational pillars can be strengthened through strategic employee training and collaborative efforts.

Banking 52

Banking Customer centricity Feedback Surveys 52

GetFeedback

JUNE 10, 2019

We know that customer’s opinions and feedback are important because they impact the sustainability of a company throughout its lifecycle. It’s not uncommon for companies to struggle to gather feedback that is actually useful or even get enough responses. What makes a feedback form work? Make intentional questions.

Feedback 79

Feedback Surveys Airlines Benchmark 79

Amity

AUGUST 30, 2018

Companies that don’t want to miss out on the trend of branding themselves as “customer-centric” might consider repackaging an existing team, like Account Management, as Customer Success. This would be a short-sighted move since Customer Success and Account Management are distinguished by more than just a naming convention.

Accountability 67

Accountability Management Upselling Customer centricity 67

Nicereply

APRIL 9, 2020

Leverage NPS Feedback For Customer Effort Insights. When your goal is to collect focused customer effort data or to map specific CX pain points, a thorough CES feedback campaign is a smart bet. Press Your Promoters To Uncover Constructive Feedback. The best use of Promoter feedback when analyzing customer effort?

Customer effort 52

Customer effort Feedback Construction Surveys 52

Toister Performance Solutions

SEPTEMBER 13, 2018

I frequently use subscriber feedback to improve my Customer Service Tip of the Week email newsletter. With my newsletter, I've found I can get a lot of useful voice of customer feedback from several alternative sources. With my newsletter, I've found I can get a lot of useful voice of customer feedback from several alternative sources.

Feedback 80

Feedback Surveys Advertising Customer Service 80

PeopleMetrics

MAY 4, 2018

Tax season is finally over, and many accounting and tax services providers are coming back online and starting to think of how they can improve in 2019. Maybe software needs updating, staff needs better training, or processes need to be streamlined. As the old saying goes, hindsight is 20/20.

Accountability 48

Accountability Analytics Surveys Feedback 48

CSM Practice

JUNE 19, 2019

Customer Success Training Plan. No doubt, customer training improves customer success and can greatly reduce churn by increasing user adoption and supporting a successful onboarding. The original assumption was that customer prefer on-site training and that their users did not like online videos.

Education 40

Education SaaS Feedback Accountability 40

Amity

JANUARY 20, 2017

Companies that don’t want to miss out on the trend of branding themselves as “customer-centric” might consider repackaging an existing team, like Account Management, as Customer Success. This would be a short-sighted move since Customer Success and Account Management are distinguished by more than just a naming convention.

Accountability 72

Accountability Management Upselling Customer centricity 72

ChurnZero

SEPTEMBER 8, 2022

But as a company scales and brings in new accounts, CSMs can start to feel like Lucy and Ethel in the chocolate factory—the customers keep rolling along faster than CSMs can properly manage them! Customer education, or training, and Customer Success go hand-in-hand. It doesn’t have to be this way.

Education 98

Education Benchmark Customer retention Metrics 98

NobelBiz

APRIL 23, 2024

Account Setup and Verification : Upon receiving a debt, the agency sets up an account for the debtor and verifies all the details. Agents are trained not only in the legal aspects of debt collection but also in how to handle calls with compassion and understanding.

Customer centricity 94

Customer centricity Contact Center Technology Telemarketing 94

ChurnZero

MAY 15, 2024

Keeping everyone accountable for their work (47%) Setting clear goals and expectations (47%) Helping our team prioritize our work. (45%) Asked to pick a skillset in which extra training would make them a more effective CSM, most respondents tended towards analytical, strategic, and commercial skills, rather than softer interpersonal skills.)

Chief Customer Officer 52

Chief Customer Officer Coaching Surveys Best practices 52