ShepHyken

JANUARY 15, 2024

A victim mindset can hinder personal and professional growth. An accountability mindset in customer service empowers employees to actively choose behaviors that improve customer experience and ensure success. It’s a matter of choosing the dominant mindset that determines the course of one’s performance and career over time.

Accountability 202

Accountability Coaching Best practices Customer Service 202

Integrity Solutions

MARCH 16, 2020

In worrying times, we most need leaders to build confidence and a coach to connect with us personally with encouragement about moving forward. It’s a safe bet that you’re reading this as you juggle any number of concerns about the coronavirus crisis along with its economic and personal implications. By Mike Esterday.

Coaching 65

Coaching Management Sales Personalization 65

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. Call center training is important because it’s part of your customer service plan – and part of a strong employee engagement plan.

Call Center 141

Call Center Contact Center Coaching Gamification 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

APRIL 7, 2020

Now that your people are working from home because of COVID-19, how do you keep them engaged? The answer, of course, is that your supervisors need to be experts in working with these virtual agents. The Course: Leading Teams in a Virtual Environment . Your supervisors need these people skills that build employee engagement.

Contact Center 62

Contact Center Coaching Virtual Agent Employee engagement 62

BlueOcean

MAY 5, 2023

In addition to asking smart questions about attrition , be sure to dig into their employee engagement and retention initiatives. How do they convey employee appreciation? How do they follow up on employee feedback? However, coaching agents in the hybrid world looks vastly different than in-person.

Customer Care 62

Customer Care Coaching outsourcing Contact Center 62

CX Global Media

MARCH 26, 2019

Of course, there is. Here’s a transcript of my interview with Scott: Jim Rembach: Hey, this is Jim with the Fast Leader Show and Call Center Coach. How Coca-Cola® Adds Life to Contact Center Employee Engagement. The post Contact Centers Stream Past Virtual Agents to Virtual Presence appeared first on Call Center Coach.

Virtual Agent 216

Virtual Agent Contact Center Coaching Call Center 216

Robert C. Davis and Associates

APRIL 7, 2020

Now that your people are working from home because of COVID-19, how do you keep them engaged? The answer, of course, is that your supervisors need to be experts in working with these virtual agents. The Course: Leading Teams in a Virtual Environment. Your supervisors need these people skills that build employee engagement.

Contact Center 52

Contact Center Coaching Virtual Agent Employee engagement 52

Playvox

MARCH 21, 2024

Let’s face it — no one contacts your contact center to tell the person who answers the phone, text, or chat to tell your organization that they love your brand, service, or product. Let’s take a deeper look at the factors that influence employee engagement and morale. All of this leads to better agent morale.

Morale 90

Morale Contact Center Quality management Coaching 90

Integrity Solutions

AUGUST 24, 2022

What they don’t always recognize is that it’s something that can be developed through effective training and coaching. A negative view can become self-perpetuating, putting the person at risk of falling further behind. Managers have to know the concepts, believe their people will benefit and provide supportive coaching.

Sales 86

Sales Coaching Calibration B2B 86

Beyond Philosophy

NOVEMBER 11, 2014

“ Duhigg goes on to say that understanding consumers’ shopping habits and personal habits for marketing is a priority despite the fact that most of us are hardly aware of those patterns ourselves. They are, of course, using a life event as a major trigger for changing habits and the one they chose is woman-specific.

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

CX Global Media

JULY 17, 2018

Make no mistake, Call Center Coach is not only the name of our business — it’s an industry need. According to an Executive Priorities report from Strategic Contact , coaching is the number one priority in contact centers. In many circles, the thought of coaching is about supervisors coaching agents. Click to Tweet ).

Contact Center 179

Contact Center Coaching Construction Call Center 179

CSM Magazine

JANUARY 18, 2023

Goodmanson is stepping down to pursue new ventures after growing the company to new heights and setting it on a course for continued success. He is a passionate advocate for employee engagement, diversity and inclusion, and believes that people and culture are a key differentiator in business. “I

Contact Center 52

Contact Center Customer centricity Coaching Employee engagement 52

Beyond Philosophy

OCTOBER 3, 2014

“If you don’t get all the right things right; the front door reception, the online experience, the process and procedures, the music, the lighting, the smell or whatever…if you don’t get these things right, then what chance has the person who is serving the coffee got to deliver a great experience?” He has supported it with his actions.

Coaching 385

Coaching Consulting Consulting Customer Experience 385

CX Global Media

JULY 17, 2018

Make no mistake, Call Center Coach is not only the name of our business — it’s an industry need. According to an Executive Priorities report from Strategic Contact , coaching is the number one priority in contact centers. In many circles, the thought of coaching is about supervisors coaching agents. Click to Tweet ).

Contact Center 136

Contact Center Coaching Construction Call Center 136

Taylor Reach Group

DECEMBER 11, 2019

There are a myriad of lenses through which we can examine the impact that your contact center organization can have on the customer experience, product or service knowledge, emotional engagement, ease of interaction, professionalism, etc. In other sections, we have discussed the importance of performance improvement and coaching.

Customer Experience 119

Customer Experience Coaching Contact Center Morale 119

Taylor Reach Group

MARCH 20, 2020

Too often we overlook mental health issues as personal issues that are not the concern or responsibility of the employers or the organization. Yet not dealing with mental health concerns are bad for business, not just in terms of absenteeism, but also in terms of reduced employee engagement and reduced productivity.

Contact Center 105

Contact Center Consulting Consulting Coaching 105

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. Her clients have won industry awards, raised customer satisfaction scores, and increased employee engagement. Communication is critical for achieving both personal and sales goals. Communicate.

Customer Service 287

Customer Service Airlines Best practices Consulting 287

Serenova

AUGUST 30, 2019

Recognition is an often underestimated but powerful employee engagement strategy. Well-recognized employees are more engaged, feel a stronger connection to their organization and have better work relationships ( Cicero ). The power of recognition is best utilized when it’s timely, sincere, targeted and consistent.

Morale 60

Morale Gamification Coaching Employee engagement 60

Nicereply

JANUARY 25, 2023

.” The idea that leaders must be present in order for their teams to function not only encourages micromanagement, but it distracts both the employees and the leader from doing their best work. This autonomy leads to more employee engagement. How does this approach relate to employee engagement?

Coaching 52

Coaching Employee engagement Metrics Engineering 52

Serenova

JULY 7, 2020

Traditional onetime, classroom-type call center training, delivered to all new agents over the course of one or many days, falls short because most people forget what they’ve learned over time. Advanced contact center solutions can use the metrics and KPIs to dynamically prescribe tailored training courses and coaching sessions.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

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

Playvox

MARCH 27, 2023

This could include a combination of classroom training, on-the-job training, learning courses , and workshops. This approach can make training more engaging and enjoyable, which can lead to better retention and application of the learned skills. We will delve deeper into both of these points later in this article.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Calabrio

OCTOBER 19, 2022

This year’s theme was “Power Up,” and little did we know how fitting this theme would be, after Hurricane Ian changed course. We chose the theme of “Power Up” to represent being back in person with our customers and partners after two years of virtual events. Greater work-life balance.

Contact Center 59

Contact Center Analytics Coaching Transportation 59

SharpenCX

MAY 5, 2020

Each job I’ve had of course has its pros and cons. What drives your employees to start weighing the pros and cons? Download Now: Get real about coaching your agents to engagement with these 7 methods. Gallup found that engaged employees are 59% less likely to seek out a new job or career in the next 12 months.

Contact Center 90

Contact Center Customer Service Coaching Metrics 90

SharpenCX

SEPTEMBER 8, 2021

Of course, your customers notice if your product or service surpasses their standards. Every person in your company has to work hard and grow to keep your business profitable. The top 10% of loyal customers spend almost 3x more per transaction than the lower 90% of customers. How can you improve NPS? Is it easy to use and intuitive?

Customer advocacy 128

Customer advocacy Contact Center Surveys Coaching 128

Call Center Weekly

OCTOBER 20, 2017

By Jessica Menapace Care Personally It is important for me to be sure that my employees know that I care about them personally. When employees feel and know that they are not just a number, or a body in seat doing a job, it creates a feeling of worth. For example, this week we decided to do a snack day.

Coaching 120

Coaching Sales Call Center Feedback 120

Balto

AUGUST 22, 2022

Without some creative freedom, employee engagement can take a downward spiral. With the power of AI, contact centers can add flexibility and personality, converting robotic-sounding agents following a single script into high-performing, empowered, and engaged representatives. Surprising Results.

Contact Center 52

Contact Center Scripts Gamification Coaching 52

Russel Lolacher

MARCH 20, 2023

Lauren Appio on creating and fostering a consent culture in the workplace to give employees agency and choice. A few reasons why she is awesome — she is an executive coach, speaker and licensed psychologist providing psychotherapy, career coaching and organizational consulting for more than a decade.

Coaching 98

Coaching Personalization Consulting Consulting 98

Russel Lolacher

MAY 1, 2023

A few reasons why she is awesome — she is a certified life coach, a wellness counsellor, and a facilitator. What the personal toll of being bullied feels like. She’s a certified life coach, a wellness counselor and facilitator who specializes in recognizing bullying. I know, it wasn’t like a personal attack on me.

Personalization 98

Personalization Coaching Employee engagement Consulting 98

Serenova

MARCH 31, 2020

A workforce that is used to meeting and receiving feedback in person will struggle with the loss of connectivity that comes with working from home. CxEngage Scoreboard includes automated coaching features that can meet this challenge. No longer are employees able to separate work and personal lives.

Contact Center 90

Contact Center Gamification contact center solutions Finance 90

SharpenCX

MAY 19, 2020

His job offered a promotional path, but only gave employees a chance to apply for a promotion once a year. The promotion charts the same course for each employee in Josh’s role. The Importance of Providing an Employee Development Plan. Employee engagement and retention are closely linked.

Contact Center 128

Contact Center Brand ambassadors Coaching Metrics 128

Beyond Philosophy

OCTOBER 3, 2014

“If you don’t get all the right things right; the front door reception, the online experience, the process and procedures, the music, the lighting, the smell or whatever…if you don’t get these things right, then what chance has the person who is serving the coffee got to deliver a great experience?” He has supported it with his actions.

Coaching 170

Coaching Customer Experience Customer centricity Employee engagement 170

Monet Software

SEPTEMBER 24, 2020

Yep, it’s the linchpin of employee engagement, too! By taking an agent-centric approach to contact center quality management , regular QA feedback can become an opportunity for growth that agents welcome—one that improves employee satisfaction, morale, retention and yes, employee engagement. Here’s how. #1

Morale 48

Morale Quality management contact center workforce Employee engagement 48

Serenova

JULY 7, 2020

Traditional onetime, classroom-type call center training, delivered to all new agents over the course of one or many days, falls short because most people forget what they’ve learned over time. Advanced contact center solutions can use the metrics and KPIs to dynamically prescribe tailored training courses and coaching sessions.

Call Center 52

Call Center Scripts contact center solutions Coaching 52

JustCall

MARCH 6, 2023

Provide regular feedback and coaching Providing regular feedback and coaching to agents can increase agent productivity by helping them identify areas for improvement, set goals, and track progress. To be effective, feedback and coaching should be specific, timely, and delivered in a constructive and supportive manner.

Coaching 52

Coaching Call Center Scripts Construction 52

Beyond Philosophy

OCTOBER 3, 2014

“If you don’t get all the right things right; the front door reception, the online experience, the process and procedures, the music, the lighting, the smell or whatever…if you don’t get these things right, then what chance has the person who is serving the coffee got to deliver a great experience?” He has supported it with his actions.

Coaching 150

Coaching Customer Experience Customer centricity Employee engagement 150