Playvox

MARCH 29, 2022

WEM unleashes the X factor of agents that are empowered, happy, and working towards personal and team goals, transforming average contact centers into best-in-class performers. There’s an urgent need to empower, develop, and retain agents in order to deliver better customer experiences. Small Changes Make a Big Difference.

Management 60

Management Contact Center Coaching Quality management 60

NobelBiz

JULY 25, 2023

Meet the renowned Contact Center Coach, Michael Tamer, also a training expert, CEO at Proponisi, and an accomplished author. We’re thrilled to have him as our special guest on the show, where we delve into the world of training and coaching. Watch a short video demo here.

Analytics 98

Analytics Call Center Scripts Contact center software 98

Serenova

JUNE 16, 2020

In order to reduce turnover rates and, in-turn, improve CX, organizations have developed comprehensive strategies focused on the agent experience. What’s more, the supervisors can spend more time actually coaching their agents. To learn more about CxEngage’s agent analytics and unified agent desktop, request a demo here.

Contact Center 89

Contact Center Chief Customer Officer Analytics Coaching 89

JustCall

APRIL 12, 2023

Real-time dashboard – Monitor agents’ performance using real-time dashboards and performance analytics. Call recording – Record and monitor agent calls to improve quality and performance. MeetRecord Overview MeetRecord is a call recording and coaching software used by 35+ startups and mid-market companies. Pros Chorus.ai

Sales 52

Sales Coaching CRM Analytics 52

Playvox

FEBRUARY 13, 2023

Beyond evaluation scores, it also focuses on coaching and includes processes to maintain the integrity of the feedback, like calibration. The right quality management solution will ensure that your agents have clear, key goals to achieve and receive useful feedback and coaching when they don’t.

Contact Center 78

Contact Center Quality management Calibration Coaching 78

Balto

MARCH 29, 2023

Some common use cases for AI in the contact center industry include routine task automation, real-time language translation, customer interaction analysis, real-time quality assurance, and agent assistance and coaching. Contact center AI can easily handle any routine customer requests efficiently without involving a human agent.

Contact Center 52

Contact Center Interactive Voice Response Coaching Virtual Agent 52

Tethr

AUGUST 4, 2020

Liberating your voice data, developing your agents and creating CX teams are some of the best ways to get there. Effective coaching should reflect the common purpose of meeting customer needs and advising employees on certain criteria they can utilize to handle customer interactions on their own. Request a demo here!

Coaching 71

Coaching Finance Call Center Enterprise 71

JustCall

FEBRUARY 20, 2024

Note: Orum requires potential customers to request a demo and speak with a sales representative to receive a custom quote based on their specific needs and features required. Orum’s dialer is a good option for call centers and larger organizations, helping them increase their cold-calling performance and pick-up rates.

Sales 52

Sales APIs Scripts Analytics 52

Playvox

MARCH 12, 2023

Providing noteworthy customer experiences is a top priority for any business, and a well-run help desk, support center, or customer service center is the key to improving contact center performance. In other words, a contact center’s performance heavily depends on the productivity and happiness of its agents.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

Playvox

APRIL 25, 2023

Finding the right way to train new representatives and provide ongoing improvement and knowledge will keep them engaged and top performing. Incorporate these considerations when building your training process and development plan: Set learning objectives. Align the plan with your organization’s values and culture.

Contact Center 79

Contact Center Contact center software Gamification Feedback 79

Balto

NOVEMBER 2, 2023

A bi-annual report of your contact center’s performance and CSAT scores is no longer enough — you need a solution that tells you what’s happening right now, why it’s happening, and how you can make it better. Great contact centers also make use of every single piece of relevant data and care for the well-being and development of their agents.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

Serenova

JUNE 16, 2020

In order to reduce turnover rates and, in-turn, improve CX, organizations have developed comprehensive strategies focused on the agent experience. What’s more, the supervisors can spend more time actually coaching their agents. To learn more about CxEngage’s agent analytics and unified agent desktop, request a demo here.

Chief Customer Officer 52

Chief Customer Officer Analytics Contact Center Coaching 52

Integrity Solutions

MAY 2, 2019

As for the inside sales leaders, the challenges identified by the attendees were a little more spread out, but there was a clear winner: Managers don’t know how to properly coach, and they use “no time” as a justification not to coach. Is your sales training developing the attitudes and motivation that will truly impact results?

Sales 75

Sales Technology Coaching Scripts 75

Playvox

JANUARY 13, 2022

Today’s contact center leaders need a QM solution that’s built for digital channels so they can access the right data and tools to engage, coach and develop employees – before an issue occurs. Related Article: 3 Performance-Boosting Benefits of Contact Center Gamification. Gamification.

Cloud contact 52

Cloud contact Best practices Contact Center Gamification 52

Tethr

OCTOBER 4, 2018

The scope of speech analytics has traditionally been centered around what happens during the call itself: tracking agent behaviors and enabling coaching at a conversational level. The BPO’s call center team had been coaching agents on improving the rate of appointment show before implementing Tethr’s platform.

Coaching 48

Coaching Business Process Outsourcing Analytics outsourcing 48

JustCall

APRIL 12, 2023

Native conversation intelligence platform and call analytics to ramp up agent performance Agent performance & coaching: Call monitoring and performance evaluation.

Real estate 52

Real estate Interactive Voice Response CRM Call Center 52

ClientSuccess

OCTOBER 26, 2020

According to Steven Rosen , Executive Coach, “A quarterly business reviews consists of a formal review meeting between a front line manager and one of his/her sales representatives. The purpose of such a meeting is to review the last quarter’s performance and to discuss plans for the next quarter.” What made you respond that way?

SaaS 74

SaaS Coaching Metrics Sales 74

Tethr

JANUARY 30, 2020

The development of bots and automated messaging has particularly transformed the world of call centers, enhancing the role of agents around the world. For QA managers in large call centers performing these evaluations manually, they can only listen to a few calls per rep each month. Biases make any data less actionable.

Call Center 82

Call Center Scripts Average Handle Time Entertainment 82

JustCall

APRIL 18, 2023

So, how do you cut through the noise, maintain high sales performance and achieve the desired scalability? Call Whispering Coach your reps during live calls when the deal is going south. These snapshots enable you to analyze your sales reps’ performance over time and provide them with relevant feedback when necessary.

call center software 52

call center software Call Center call center solutions Enterprise 52

Comm100

JANUARY 11, 2023

Chatbots can respond to customer queries, answering the common requests, immediately and 24/7. With the common requests handled by a bot, it also reduces agent workload which can either increase support capacity or allow agents to spend more time on complex or sensitive queries – ultimately improving the customer experience.

Customer Service 81

Customer Service Chatbots Healthcare Wait times 81

NobelBiz

FEBRUARY 27, 2023

Key elements of a Successful Contact Center: Contact Center Technology Solutions Without a fertile terrain, no plant can fully develop. With a proper omnichannel contact center solution like Omni+ you can improve agent performance, enhance the customer experience, and increase operational efficiency, ultimately driving business success.

Contact Center 52

Contact Center Self service Metrics Wait times 52

JustCall

MARCH 23, 2023

Conversation intelligence- Track and analyze all conversations with in-depth customer and coaching insights. This data benefits companies looking to measure their call center agents’ performance. For example, you can use call analytics to track the performance of your call scripts. When to Use JustCall?

Interactive Voice Response 52

Interactive Voice Response call center solutions CRM Contact Center 52

SmartKarrot

JUNE 7, 2022

Think of a coach now. A coach gives the image of someone who helps you learn and try activities for your professional growth and advancement. Customer success leaders must move from being bosses to being coaches. It is important to view the customer success leader as a coach. Create a lasting connection with them.

Coaching 19

Coaching B2B Personalization Feedback 19

CallSource Insights

JULY 1, 2019

CallSource is the premier technology-enabled business performance company who invented call tracking over 25 years ago. We have developed our products based on our clients’ feedback, wants, and needs. The CallSource Purpose is to enhance performance, accomplishments, and results for individuals and organizations in work and in life.

Advertising 40

Advertising Coaching Analytics Marketing 40

ClientSuccess

JUNE 11, 2019

The focus is on servicing the customer with specific requests and providing in-person or telephone support. Steve McDougal is a life coach from London and a VP of Customer Success with over 10 years of hiring, growing and leading successful international Customer Success teams. Good luck in your job search. About the Author.

Upselling 40

Upselling Coaching Customer retention Metrics 40

SmartKarrot

OCTOBER 31, 2022

Work with the Sigma support team to ensure that customer requests and escalations are resolved. Engage and lead cross-functional and geographically disperse teams in the development and execution of Customer Success product roadmaps. Train and coach customers through a successful onboarding process, adoption phase and ongoing usage.

Upselling 19

Upselling Best practices Coaching Engineering 19

Amity

JANUARY 11, 2018

We have a Product Coach Team, a Tier 2 Support Team, and a Support Team. It’s my job to make sure that I help each team member; I facilitate their performance, help them grow at Jobber, and at the same time facilitate the overall strategy of the department. Then, we noticed that product coaching impacted our abandon rate greatly.

Abandon rate 94

Abandon rate Coaching Feedback Metrics 94

Talkdesk

MAY 17, 2016

Talkdesk for Slack applies the benefits of this innovative tool by harnessing the power of real-time messages in order to improve customer support, agent coaching and more. There, we debuted this new integration with the help of Slack’s own Head of Business Development, Brad Armstrong. Agent coaching. We’re glad you asked!

Coaching 40

Coaching Call Center Inbound sales First call resolution 40

SmartKarrot

MAY 3, 2021

Elevated leadership is the key to future performance. And leadership development efforts must understand and deliver on the unique knowledge and skills needed to navigate the unique environment of today’s CS leaders. Leadership Development for CS Leaders. Applied Learning ensures the relevance of leadership development efforts.

Finance 19

Finance Coaching Consulting Consulting 19

aircall

NOVEMBER 3, 2021

You need to schedule a meeting to request a quote. . lets you tag prospects and customers so it can remind you to update them when you release a feature that they’ve requested (whether they have already converted to paying customers or are still in the lead stage). It also allows for reporting to show team performance.

CRM 62

CRM SaaS Sales Feedback 62

SmartKarrot

APRIL 13, 2023

Raymond’s expertise in business development and marketing has been instrumental in building strong relationships with clients and expanding Kapta’s customer base. Currently, he is a Business Development Manager Eco Sourcing at INEOS Styrolution. He is also a host of The Conscious Entrepreneur Summit.

Accountability 11

Accountability Management Consulting Consulting 11

aircall

JUNE 18, 2021

Determining the unique sentiments in each review can give you insight into your performance and how you can improve. This will further develop their emotional connection and relationship with your business . You also get coaching tools that help your agents perform their best through the guidance of the team.

Interactive Voice Response 71

Interactive Voice Response Feedback Metrics Marketing 71

SmartKarrot

OCTOBER 21, 2021

This is where the role of a customer experience coach comes into the picture. . Now the question is, why do organizations turn to customer experience coaches? This write-up will answer this question by providing five impeccable benefits of hiring a customer experience coach. . So, let’s get started.

Coaching 11

Coaching Customer Experience Customer centricity Feedback 11

ClientSuccess

DECEMBER 18, 2017

She brings with her nearly 10 years of customer success, coaching, and other customer-facing experience! Our roadmap for hiring, product development, and employee programs were based on this particular contract renewing. If you can make the end-users consistently perform well for and look good to their boss, you’ll win their loyalty.

Best practices 41

Best practices Coaching SaaS Analytics 41

ClientSuccess

MAY 16, 2018

From : Erica Newell ; Manager, Client Development. For years, I felt like it took me forever to get to peak performance in the morning. Since I help clients understand and develop marketing strategy daily, I find this is applicable to my role and also in my personal professional growth. “ Let’s get started with this week’s post!

Management 41

Management Best practices Coaching SaaS 41

ClientSuccess

AUGUST 24, 2018

Legendary NFL Head Coach Bill Walsh was the master of getting everyone to steer in the right direction by focusing on the details. He held standards of performance that everyone bought into 150% and had the results to show for it. From : Jesse Brightman , Head of Customer Success. Company : stensul. Location : New York City.

Management 40

Management Chief Customer Officer Best practices SaaS 40

SmartKarrot

JUNE 28, 2021

Role: Director of Customer Success (Nonprofit) Location: San Francisco Bay Area, US Organization: Windfall As a Director of Customer Success, you will train, develop, and mentor a team of Customer Success Managers. Perform focused research on US households to help validate our model and dataset.

Accountability 10

Accountability Coaching Education Best practices 10