Fonolo

APRIL 15, 2020

It takes constant support and coaching to make sure that your customer service reps are staying on top of their duties while providing the best possible experience for the customers. Coaching builds confidence and as a manager, it’s your job to do that. Create 1-on-1 Time. Always follow up. Training Tools.

Coaching 91

Coaching Customer Service Scripts Morale 91

CX Journey

JULY 7, 2015

One of the arguments against journey mapping I often hear is that it's an exercise in futility: You map. You map because you need to understand the customer experience; you know that you cannot transform something you don't understand. Once you’ve got customer input – and not before – you’re ready to ask, “What do I do now?”

Journey mapping 68

Journey mapping Coaching Feedback Customer Experience 68

CX Accelerator

APRIL 11, 2018

Or, you look at your to-do list at the end of the day, and realize that it's not just that you didn't spend your time coaching your team or any of your other big priorities; your list for tomorrow is also filled with distractions that won't do anything to help your team accomplish what matters most. The customer suffers as well.

Customer Experience 140

Customer Experience Wireless Journey mapping Gamification 140

NICE inContact

JUNE 5, 2019

The best QM and PM programs in the world won’t drive improved results if agents aren’t receiving effective coaching — the medicine of the contact center. From my time in the contact center, I know that when things get busy, coaching is the first thing to get pushed to the side — to the detriment of agents and your customers alike.

Coaching 54

Coaching Contact Center Average Handle Time Quality management 54

Customer Guru

MARCH 27, 2018

What are the three most critical things an organization should do to achieve sustained customer experience improvement? I am regularly asked about the top three things an organization should implement in order to improve customer experience sustainably. These are all great tips to improving customer experience.

Customer Experience 114

Customer Experience Benchmark Customer centricity Coaching 114

The Northridge Group

SEPTEMBER 13, 2023

Quality Monitoring is an essential tool used by many businesses to improve customer experience in their contact centers. Continuous training, monitoring, and coaching may be necessary for situations where regulations are in flux or are often modified. Well-designed role-playing exercises can help bridge that gap.

Government 67

Government Contact Center Coaching contact center associations 67

Beyond Philosophy

NOVEMBER 15, 2018

Perhaps you are conspicuous about your environmentalism with your hybrid vehicle logo on the vehicle or the exercise program in which you participate. What Does it Have to Do with Customer Experience? For example, have you ever seen a Chanel or Coach bag that has big logos all over it? Maybe it’s not material goods.

Construction 370

Construction Coaching Customer Experience 370

Comm100

SEPTEMBER 27, 2018

Customer service agents should be adequately and continuously coached to learn the skills they need to provide quality customer service. Just like coaching in any other field, the coach needs to take the time to observe those being coached and to build them up where they need help. According to Cynthia J.

Coaching 64

Coaching Feedback Customer Service Customer retention 64

Myra Golden Media

JANUARY 1, 2019

Are you coaching and holding employees accountable? If you want to see change, you have to set expectations, have coaching conversations, and be willing to deal out consequences. 3) You have to prepare in advance for coaching conversations, so you’re focused and confident. Prepare for Coaching Conversations.

Coaching 195

Coaching Accountability Feedback Personalization 195

Customer Service Life

OCTOBER 13, 2020

I recently wrote an article about a new quality process where I coached my team without showing them a score. So far it’s going great and the team has been receptive to the coaching. This exercise reminded me of the time when we started this blog back in 2012. Think about your last 3-5 customer service encounters.

Accountability 182

Accountability Customer Service Coaching Contact Center 182

Myra Golden Media

JULY 15, 2019

Need some guidance on how to develop and execute a quality program that is robust, fair, and that your employees buy-in to – and one that doesn’t make your supervisors need to sip wine just to get through a coaching discussion with employees? Develop Standards and Objectives for Customer Experience.

Calibration 153

Calibration Coaching Morale Feedback 153

Beyond Philosophy

AUGUST 21, 2017

We see it every day in our customer experience consultancy. Every business is driven by human interactions – between management and employees, employees and customers, customers and their friends and followers. I recently re-read an article by life coach Melanie Allen that explains ambiguity in business well.

Consulting 351

Consulting Consulting Healthcare Coaching 351

SharpenCX

MARCH 2, 2021

The process of going digital sounds great: streamline your digital customer experience, make your agents more efficient, integrate every process. Here are some actionable steps you can take to begin improving your digital customer experience. Get to know your customers. But it can also be so overwhelming.

Customer Experience 67

Customer Experience Coaching Call Center Contact Center 67

CX Accelerator

DECEMBER 31, 2018

Yes, it is an extremely difficult thing to achieve…but putting the effort to develop this type of culture is the greatest thing we can do to enhance both the Employee Experience and the Customer Experience. From Jeremy Hyde: How do your leaders calibrate on what they “coach” on and how/when they approach it?

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Customer Service Life

MAY 6, 2019

During the rollout of this new style guide, we selected an issue type or contact driver that frequently aggravates customers, leading to dissatisfaction, and facilitated a journey mapping exercise to see the before, during, and after for that particular issue type. This added some awkwardness to the exercise. Key Insights.

Journey mapping 80

Journey mapping Contact Center Coaching Education 80

ClearAction

JANUARY 11, 2015

Metrics for Customer Experience Management. Metrics selection may be your most important decision for customer experience success. The gravity of upside and downside to customer experience metrics selection cannot be overstated. Bingo: that’s the way it works in customer experience management, too.

Metrics 119

Metrics Customer Experience Management Journey mapping 119

Beyond Philosophy

JANUARY 5, 2021

The pandemic has presented an opportunity to participate in a forced-perspective taking exercise for all of us. Furthermore, I believe in giving back with coaching for leaders that need an extra set of hands to manage the crises they face. So, for better or worse, we shall do that for 2020 as well. How did I get through it?

Consulting 221

Consulting Consulting Government Coaching 221

Etech

FEBRUARY 19, 2018

Call center employees are a direct link between a company and its customers. Positive or negative, the experience will define what customers think about a business. Recurring training and coaching for call agents is vital to reducing waits and producing a high level of positive interaction with the public.

Call Center 76

Call Center Customer Experience Call flow Coaching 76

Totango

OCTOBER 20, 2022

Below we’ve compiled a list of 13 of the most important customer success skills to look for in a CS manager. 13 Important Customer Success Manager Skills: Top traits to look for in a customer success manager include: Empathy. Coaching and training. Coaching and Training. Interpersonal skills. Problem-solving.

Management 91

Management Upselling Coaching Best practices 91

Global Response

MARCH 27, 2024

Agents need to be able to quickly find the correct information to efficiently and effectively solve customer queries. Save money and increase sales with a brand-obsessed, people-first team that delivers a high-touch, superior customer experience, every time. Regularly monitor performance and coach agents on improvements.

Scripts 62

Scripts Call Center Customer Service Coaching 62

3CLogic

AUGUST 31, 2021

When a customer reaches out to a contact center for help, the last thing they want to face is an agent who comes across as detached. Fortunately, enterprise organizations are realizing the importance of changing this narrative and empowering their agents to deliver more positive and intimate customer experiences.

Customer Service 59

Customer Service Interactive Voice Response Contact Center Telecommunications 59

Customer Service Life

DECEMBER 18, 2018

We’re moving faster than ever before to make the customer experience WOW-tastic. Customer service agents are expected to turn into an octopus by growing 8 arms to handle all the different contact points, quickly respond to chats, SMS, social media, phone calls and emails. 1:1 Coaching . Try it out for yourself!

Contact Center 103

Contact Center Personalization Coaching Customer Service 103

Myra Golden Media

APRIL 5, 2023

Some of the key elements to include in your training might consist of: The importance of signposting in controlling phone calls Common challenges when using signposting Tips and techniques for effective signposting Examples of effective signposting phrases Role-playing exercises to practice signposting techniques Ongoing coaching and feedback to reinforce (..)

Best practices 156

Best practices Call Center call center software Healthcare 156

Vistio

MARCH 11, 2024

This can include regular coaching sessions, further training modules, and access to relevant resources such as knowledge articles and best practice guidelines. By fostering a culture of continuous learning and growth, you can ensure that your agents continue to excel in their roles and provide the highest level of service to your customers.

First call resolution 52

First call resolution Contact Center Best practices Coaching 52

DMG Consulting

AUGUST 10, 2023

These capabilities can help agents enhance and grow relationships with customers by suggesting upsells or new products. Real-time guidance and NBA tools give agents the insights they need to elevate each customer interaction from an information-gathering and delivery exercise to a problem-solving and relationship-building session.

Upselling 48

Upselling Scripts Average Handle Time Coaching 48

JustCall

APRIL 4, 2023

To close the sale: Use persuasive language and a clear call to action Summarize the benefits of the product or service and offer incentives for purchasing, such as discounts or free shipping In Conclusion The key to successful inbound call center sales techniques and training is to laser-focus on the customer experience.

Call Center 52

Call Center Sales Inbound sales Upselling 52

The Northridge Group

NOVEMBER 9, 2022

Contact center associates need to be able to quickly assess where customers are in their journeys and navigate between multiple systems and screens to solve issues, all while remaining empathetic and professional in the face of potentially frustrated customers. The Role of QM in the Contact Center.

Contact Center 104

Contact Center contact center associations Brand ambassadors Coaching 104

SharpenCX

MAY 12, 2020

Download Now: Help your agents get the hang of working in a call center with these 29 coaching techniques and facts. . Contact center agents are the primary touchpoint your customers have with your company. To help your agents support a positive customer experience, training has to extend past initial onboarding, too.

Contact Center 128

Contact Center Customer Service Employee engagement Coaching 128

NobelBiz

OCTOBER 31, 2023

Enhance your customer strategy with insights from Brad Cleveland, a global authority on customer strategy and management, in this captivating podcast episode: Beyond Transactional: Taking Customer Service to the Next Level. Role-playing exercises, real-life case studies, and feedback sessions can be invaluable in this regard.

Customer Support 104

Customer Support Contact center software Call Center Analytics 104

Fonolo

SEPTEMBER 30, 2022

While scripts are great for unifying company messages and standardizing the customer experience, reading lines verbatim may come across as cold and robotic. This is key if you want to deliver an exceptional customer experience. Play a short voicemail message left by a customer, and have agents practice active listening.

Call Center 81

Call Center Scripts Contact Center Average Handle Time 81

Expivia

FEBRUARY 26, 2024

This step ensures that all customer data is centralized and accessible, enhancing the customer experience. It should encompass all necessary information, from service procedures to customer interaction codes, to ensure AI tools can effectively support your agents.

Contact Center 52

Contact Center Technology Chatbots Call Logging 52

Monet Software

NOVEMBER 11, 2020

You may want to start by putting the agent in touch with a trusted member of the team, perhaps a sensitive HR professional or their quality coach, whomever has the best rapport with the individual. Can you switch up the work, put them in charge of a project, have them coach a colleague or offer other opportunities?

Morale 100

Morale Agent burnout Contact Center Coaching 100

CX Journey

MARCH 21, 2018

Image courtesy of Pixabay What's in your customer experience strategy budget? Traditionally, customer experience professionals have no budget. Despite that, customer experience professionals still need to develop a budget for the work that they do and for the resources they need for that work.

Journey mapping 108

Journey mapping Consulting Consulting Surveys 108

SharpenCX

FEBRUARY 24, 2021

Scale coaching to develop your agents. Strategic Contact’s annual challenge & priorities survey said abandon rates, lack of coaching and development and high contact volumes are the top challenges plaguing 2021 call centers. Improving your coaching efforts can remedy all three. Coach often. Hold creative exercises.

Call Center 67

Call Center Customer Service Coaching Metrics 67

CX Journey

SEPTEMBER 8, 2016

Fact : Without your employees, you have no customer experience. The linkage between employee experience and customer experience has been proven. What is the employee experience? If employees aren't happy, engaged, and equipped with the right tools and resources to do their jobs, then the customer suffers.

Journey mapping 49

Journey mapping Customer Experience Surveys Airlines 49

Taylor Reach Group

AUGUST 26, 2020

The cause for lack of consistent results could be traced back to quality and can be improved by additional training, coaching and motivating agents (in order to promote higher consistency). A common error and observation in these exercise is to only focus on live contacts. IVR is part of the customer experience and the overall FCR.

Analytics 121

Analytics Interactive Voice Response Contact Center CRM 121

CSM Magazine

APRIL 23, 2021

Consider a robo-investment brand like Betterment— the customer journey stretches over years (length), spans numerous touchpoints (breadth) and deepens over time as more customer data is generated (depth). Wise combines frictionless customer experience with category-beating low fees and speed for international money transfers.

Entertainment 52

Entertainment APIs Banking Customer centricity 52