Call Design

JUNE 29, 2020

Look for emotional intelligence, personality, and willingness to learn and ensure the person understands what working in your centre will feel like especially if they have no previous contact centre experience. Establish a Coaching Relationship. There is a fine line between a coaching and management relationship.

Management 202

Management Coaching Consulting Consulting 202

ShepHyken

DECEMBER 28, 2021

Shep Hyken interviews Rebecca Morgan, an international speaker, management consultant, and bestselling author. Invest in training whether online or in-person to equip your staff with the tools to connect with customers, even the ones that are upset. ” “Empower your employees to self-coach. Calming Upset Customers.

Morale 180

Morale Consulting Consulting Coaching 180

CSM Magazine

SEPTEMBER 9, 2019

Andrea Belk Olson investigates the topic of customer personalization and explains how it can add depth to your customer relationship building. It’s really fascinating to speak with organizations about their personalization strategies. But is this really personalization? The ROI will follow.

Personalization 45

Personalization industry standards Customer centricity Coaching 45

Expivia

APRIL 1, 2021

When we are consulting in another call center, there is a list of questions that are asked every time. If we came in for a consultation for you, we would talk to reps, managers, HR, upper management; honestly, we’d talk to everyone. We would ask each person what things stink and what things are great. Do you let things slide?

Consulting 52

Consulting Consulting Call Center Coaching 52

Integrity Solutions

DECEMBER 20, 2023

We’re waiting for the other person to finish talking so we can tell them what we know. Let’s explore why that distinction is so fundamental in sales, and what you can learn about active listening in sales from the best sales coaches. This is a hallmark of effective coaching, and the same concept applies to selling.

Sales 86

Sales Coaching Consulting Consulting 86

Robert Davis

DECEMBER 16, 2019

When it comes to coaching team members, we’ve seen contact center leaders reprioritize it and push it off until tomorrow, especially if coaching is not in their comfort zone. At our consultancy Robert C. Davis and Associates ( [link] ), we’ve observed that it’s not because they find coaching unimportant.

Coaching 62

Coaching Contact Center Morale Consulting 62

CX Global Media

JANUARY 15, 2019

Melissa is a long-time contact center industry learning and development leader and performance improvement consultant. How to deliver Agents bite-sized, personalized training, when they need it and how they need it. 4 Types of Behaviors: The Coach’s Preparation Checklist. Coaching Remote Workers Tip Sheet. Spoils of War.

Contact Center 304

Contact Center Schedule adherence Coaching Metrics 304

Robert Davis

JULY 24, 2018

Coaching is a critical part of growth in all aspects of life. For example, as an avid triathlete, I have employed various coaches over the last 10 years to improve my swimming, biking, running and overall performance. In my situation as a triathlete and in your contact center, all coaching is not created equally. Master coaches.

Coaching 48

Coaching Contact Center Feedback Consulting 48

Beyond Philosophy

MAY 14, 2020

As a specialist in applying the science of influence and persuasion in sales, leadership, and coaching, Ahearn spoke to us about the six fundamental principles on how to influence people. So, Ahearn says that persuasion is about changing behavior to something the person probably would not do in the absence of your ask.

Consulting 419

Consulting Consulting Personalization Accountability 419

DMG Consulting

JUNE 11, 2019

DMG Consulting Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

COPC

APRIL 1, 2024

They extend to tools for answering customer queries, feedback and coaching systems, and virtual collaboration. Personalized Agent Training The adoption of digital gamification is a major component of this change. This method offers a more personalized and adaptable training experience.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

Beyond Philosophy

JANUARY 5, 2021

We shared both personal and business things that 2020 has taught us on a recent podcast. At the beginning of the pandemic, I was talking to a client who moved a 500-person call center to work from home in only 15 days. Crises also present an opportunity to learn, grow, and develop yourself personally. How did I get through it?

Consulting 221

Consulting Consulting Government Coaching 221

Call Design

MAY 14, 2024

Self-Rostering of Coaching and Training activities Empower your agents by giving them access to book their own coaching, training, or even follow-up time. If you pair an IDP Checker Rule, with a Personal Account Rule you can allow your agents to schedule these activities when it suits. Or, do you do something even better?

Gamification 78

Gamification Employee engagement Coaching Accountability 78

Beyond Philosophy

JULY 31, 2017

Branding agencies and consultants are embracing the notion that storytelling creates an authentic connection with your customers. As a customer experience consultant, I think this is good. Each realtor was coached and then told a story to the group about a grandparent. In the U.S., Tell More Jokes to Get Ahead in Business.

Entertainment 313

Entertainment Coaching Consulting Consulting 313

Kapta Customer Success

MARCH 11, 2019

Along with the Kapta blog and website, today we want to show you ten key account management resources, coaches, and training programs you should follow, read, join, or sign up for to take your key account management game up to the next level. Glide Consulting. Nils Vinje of Glide Consulting has served in every Customer Success role.

Coaching 53

Coaching Accountability Management Consulting 53

Robert C. Davis and Associates

JULY 24, 2018

Coaching is a critical part of growth in all aspects of life. For example, as an avid triathlete, I have employed various coaches over the last 10 years to improve my swimming, biking, running and overall performance. In my situation as a triathlete and in your contact center, all coaching is not created equally. Master coaches.

Coaching 40

Coaching Contact Center Feedback Consulting 40

Beyond Philosophy

JULY 14, 2022

I’ve coached team members to let their humor come out in business. Here’s a great example of this type of humor from Studio C featuring Scott Sterling’s face : A lot of sarcasm, especially barbed sarcasm where the other person doesn’t pick up on it, would be an example of humor inspired by the Superiority Theory.

Coaching 413

Coaching Consulting Consulting Personalization 413

Customer Guru

APRIL 10, 2018

Continuing with our initiative of sharing experiences of top-notch CX experts, we have another gem of an interview with Mr. Gangadhar Krishna, an independent author, coach, trainer and consultant in customer service and excellence. Managing to open doors, I launched my personal portal www.delightingcustomers.com with much fervor.

Consulting 110

Consulting Consulting Customer Service Customer centricity 110

Robert Davis

APRIL 16, 2019

When I spoke to the sales person, it was a 25-minute process. The sales person let out a huge sigh, told me all the data would be lost, and said I would have to go back through the maddening process again. I called the other provider in my area. (I I have two choices, and neither is good). Making the commitment, reaping the rewards.

Coaching 48

Coaching Contact Center Sales Personalization 48

TechSee

JUNE 16, 2022

In addition, Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco. This begins by looking at how to better engage both customers and employees through hyper-personalization, better visibility, and tools they actually want to use. Brad Cleveland, Author, Speaker & Consultant.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

CX Journey

JULY 25, 2018

a boutique customer experience strategy consulting firm, has been accepted into the Forbes Coaches Council, an invitation-only community for leading business and career coaches. I am always honored to be recognized for my work, and being invited into the Forbes Coaches Council is truly icing on the cake.

Coaching 35

Coaching Consulting Consulting Customer Experience 35

Beyond Philosophy

AUGUST 21, 2017

By nature, I’m an organized person. We see it every day in our customer experience consultancy. I recently re-read an article by life coach Melanie Allen that explains ambiguity in business well. If you have the traits of a confident person, you’ll be better able to respond to factors you can’t control. Trust your gut.

Consulting 351

Consulting Consulting Healthcare Coaching 351

Vistio

JUNE 10, 2022

I’ve been in the contact center consulting space for almost my entire career, which is now, I hate to say it, about 30 years. I started actually by starting up a couple of consulting practices for two major BPOs, which would be Sitel and Convergys. He’s a great person, I think, to follow. I had an interesting start.

Consulting 52

Consulting Consulting Best practices outsourcing 52

Comm100

JUNE 26, 2018

With the World Cup in full swing, now is probably the perfect time to talk about one of the essential elements of any team – the Coach. Coaches are focused on improving performance during the moment, and the skills required for an excellent coach are very distinct. This is where a coach comes into play. Coaching Skills.

Coaching 43

Coaching Feedback Morale Accountability 43

Totango

JANUARY 22, 2024

These use cases free up time spent on tasks like pre-calls or sifting through customer data, empowering customer success managers (CSMs) to focus on more strategic initiatives and consultative customer guidance. Human expertise, along with AI technology, transforms CS into a significant growth engine for their companies.

Enterprise 95

Enterprise SaaS Engineering Technical Support 95

Call Center Weekly

MARCH 16, 2018

Be the person who demonstrates the best qualities with everyone at every moment. Because you are being genuine, and offering the best version of yourself, the person on the receiving end feels your contribution. Leaders are committed to their personal and professional development, and are generally life-long learners.

Coaching 136

Coaching Consulting Consulting Personalization 136

CX Accelerator

JUNE 8, 2020

Walk in the customer’s shoes. ,, Nicholas Zeisler , Principal at Zeisler Consulting, challenges us to experience our product or service in the exact same way as customers do. He goes on to highlight two key benefits of this practice: Identify current customer trends as they are happening. Listen to customer complaints.

Surveys 345

Surveys Contact Center Consulting Consulting 345

Fonolo

NOVEMBER 24, 2020

. “I see the CX industry finding new, faster and more efficient ways to meet their customers’ needs, maybe through the use of new technology, while also balancing a deeply personal, empathetic human connection.” Bill Quiseng CX Expert, Speaker & Consultant. The pandemic thrust contact centers on to the frontline.

Contact Center 159

Contact Center Average Handle Time Consulting Consulting 159

Fonolo

NOVEMBER 3, 2020

Keynote Speaker and Official Forbes Coach. “Given their anxiety and angst about their own personal situations outside of work, contact center agents moved from the service principle of ‘Think like the Customer’ to ‘Be the Customer.’ CX Expert, Speaker & Consultant. Suddenly, customer insights became the golden ticket!”

Contact Center 167

Contact Center Consulting Consulting Coaching 167

CX Global Media

SEPTEMBER 11, 2018

Annette Franz : Annette is the founder and CEO of CX Journey Inc, a Certified Customer Experience Professional (CCXP), and an official member of the Forbes Coaches Council. Brad Cleveland : Brad is an author, speaker, and consultant known globally for his contributions to customer service. appeared first on Call Center Coach.

Customer Service 168

Customer Service Coaching Customer centricity Scripts 168

Nicereply

MARCH 23, 2021

We’ve linked each person to their Twitter feed so you can follow them. Customer Service Experts, Writers, Consultants, and Influencers. Blake Morgan – Influencer, Customer Experience Consultant and all around smart lady, Blake’s been sharing her knowledge as a Forbes contributor for years, host of The Modern Customer Podcast.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

Beyond Philosophy

AUGUST 9, 2017

Bekerman said his managers feel they have more time to coach employees; a task Bekerman described as “more meaningful” than counting paper. On the one hand, speeding up service and eliminating mundane tasks to free employees up to do other tasks, like coaching their direct reports, seems like it would be a boon to Customer Experience.

Banking 0

Banking Coaching Surveys Employee engagement 0

Robert Davis

FEBRUARY 20, 2017

By Rich Hand , RCDA Consultant. When we are working with a client, we provide the expertise and coaching needed for leadership and the agents representing the client’s product or service to deliver an excellent customer experience across the board for their customers. Our recent NPS score by a client [link] affirms our methods work.

Contact Center 48

Contact Center Consulting Consulting Coaching 48

ShepHyken

APRIL 3, 2018

10 key success factors for retaining the gravity in a virtual power team: Personality and focus. About: Peter Ivanov is an internationally sought-after keynote speaker, business consultant, executive coach, and author. Strength metrics. Interdependent goals. Structured communications. Knowledge management. Regular feedback.

Coaching 198

Coaching Consulting Consulting Metrics 198

Fonolo

NOVEMBER 10, 2020

” — Jeannie Walters , CX Expert, CEO of Experience Investigators , TEDx Speaker, Consultant. ” — Blair Pleasant , C ontact Center Industry Analyst & Consultant at BCStrategies. Digital is the key enabler of this for both bot and person-to-person interactions.” Data Security is a Big Barrier, for Now.

Contact Center 135

Contact Center Consulting Consulting call center association 135

Beyond Philosophy

APRIL 15, 2019

We spoke with Marilyn Suttle, a conference speaker, and three-time best-selling author and coach, on a recent podcast. In our global customer experience consultancy, we call this situation an inside-out approach or an environment focused on what is good for the company rather than what’s good for the customers. Communicate.

Customer Service 287

Customer Service Airlines Best practices Consulting 287

CX Global Media

FEBRUARY 8, 2018

Service innovation has for years been a central part of my consulting practice, especially those industries with excessive customer contact: hotels, banks, hospitals, retail stores and call centers. Customers hope for untidy and inefficient personalization. It makes operations much easier to manage and measure.

Contact Center 189

Contact Center Call Center Coaching Scripts 189