CX Global Media

OCTOBER 1, 2018

Boot camps happen to be one of the most popular learning tools we provide to Call Center Coach members. Our Call Center Coach Boot Camps are 14-days long and focus on building new habits that key in on the six core competencies that emerging and existing frontline supervisors need to develop to be successful.

Customer Service 50

Customer Service Coaching Call Center Contact Center 50

CallSource Insights

NOVEMBER 16, 2018

Implementing CallSource call coaching improved new employees’ onboarding experience, creates a culture of transparency, accountability, and acts as a motivational tool to improve career skills. The implementation of the call coaching program was well-received by current and new Customer Communication Specialists.

Coaching 56

Coaching Advertising Scripts Call Center 56

Fonolo

FEBRUARY 15, 2018

Here are five things you can do to take your contact center to customer relationship center. Go beyond the standard call center metrics! Studies have shown that call center agents quit most often because of their work environments rather than their compensation. 1) Rethink Your Channels. It’s a no brainer!

Call Center 75

Call Center Contact Center Big data Coaching 75

CX Global Media

MAY 24, 2018

Adriana Thompson – Contact Center Supervisor of the Year 2018. Adriana Thompson was confronted with a challenge that so many frontline leaders in contact centers face. 59% of frontline supervisors in contact centers were formerly agents (Source: ICMI). The Call Center Supervisor Success Path.

industry standards 257

industry standards Contact Center Morale Call Center 257

DMG Consulting

JULY 26, 2018

Call Center Quality Assurance Best Practices for Empowering Agents. Contact center quality assurance (QA) remains a high-value application, particularly when it’s done right. Coach the coaches so your QA specialists and supervisors are comfortable giving feedback to agents and don’t avoid this task.

Best practices 48

Best practices Call Center Calibration Gamification 48

aircall

MARCH 16, 2018

Our 2018 customer support strategy survey was sent to 475 industry leaders. Participants were asked to name the one change that would have the largest positive impact on their customer support strategy in 2018… Survey Responses Reveal Trends to Improve Customer Support. Some questions were straightforward. Improved Communication.

Customer Support 88

Customer Support Brand ambassadors Morale Surveys 88

SharpenCX

FEBRUARY 4, 2020

Download Now: Master your manager skill set with 29 tactics and strategies to better coach agents. LinkedIn ’s Emerging Job Reports from 2017 , 2018 , and 2020 , said people with strong soft skills will only have a leg up at work as automation increases. In fact, I would say it was my soft skills that led me to this point.

Call Center 84

Call Center Management Coaching Contact Center 84

CX Global Media

JULY 2, 2018

Here is an edited transcript of our interview: Jim Rembach: Hey, this is Jim with the Fast Leader Show and Call Center Coach and I’m here with Cameron Weeks from Sharpen. Cameron Weeks : Yeah, we really focus on the Agent Experience side of the contact center. what you need to improve the Customer Experience most.

Contact Center 188

Contact Center Coaching voip contact center solutions 188

SharpenCX

OCTOBER 27, 2021

Centricity is a new home warranty provider and leader in insurance services that’s been a customer of ours since 2018. Contact center leaders turned to customer and agent analytics to catapult performance to new heights. They couldn’t walk the contact center floor and listen to snippets of calls. What’s more?

Analytics 128

Analytics Coaching Contact Center Metrics 128

Contact Center Pipeline

FEBRUARY 6, 2018

There are coaches, trainers, sports medicine teams and a host of support staff helping to get the most out of their players to deliver results. On Super Bowl Sunday, we watch to see if our favored team will be the winner… or the loser. This sounds familiar to what we do every day in our […].

Contact Center 124

Contact Center Coaching Call Center 124

Robert Davis

JANUARY 24, 2018

It is hard to believe it is 2018. When it comes to contact centers, the opportunities seem to be the same year in and year out. Contact Center Challenges & Priorities for 2018 by Lori Bocklund – The #1 priority is coaching and development. But how can supervisors coach and develop if everything is a priority.

Coaching 48

Coaching Contact Center Surveys Consulting 48

CX Global Media

JULY 3, 2018

And leave a legacy that positively impacts the entire contact center community. Here is an edited transcript of our interview: Jim Rembach : Hey this Jim with Call Center Coach and I’m here with one of our board members Nate Brown of United Laboratories. Nate Brown : That was such a high. Nate Brown : My pleasure.

Contact Center 185

Contact Center Coaching Call Center Analytics 185

Taylor Reach Group

DECEMBER 21, 2017

As we remove the plastic wrappings from our new calendars and start neatly recording upcoming events and plans, we’re inspired to make 2018 the best year ever. Supervisors and managers in your organization are having the same thoughts—they want to make 2018 the best year ever, for themselves and their people. Give Feedback!

Coaching 54

Coaching Gamification Feedback Personalization 54

Call Center Weekly

NOVEMBER 1, 2018

This allows people to be themselves, use their strengths (which is way more important than trying to coach weaknesses) and work toward outcomes in ways natural to them. In fact, the best managers reject the golden rule, and treat each person as they would like to be treated.

B2B 185

B2B Coaching Sales Marketing 185

Outsource Consultants

MARCH 9, 2018

The biggest challenge when working with a call center outsourcing partner is making sure they’re providing consistent, ongoing performance. The key thing you need to do is agree on top KPIs (Key Performance Indicators) for the call center partner to monitor on a daily and monthly basis to optimize performance.

outsourcing 52

outsourcing Call Center Calibration Average Handle Time 52

Robert C. Davis and Associates

JANUARY 24, 2018

It is hard to believe it is 2018. When it comes to contact centers, the opportunities seem to be the same year in and year out. Contact Center Challenges & Priorities for 2018 by Lori Bocklund – The #1 priority is coaching and development. But how can supervisors coach and develop if everything is a priority.

Coaching 40

Coaching Contact Center Surveys Consulting 40

Insite Managed Solutions

DECEMBER 23, 2015

3 Ways Call Center Supervisors Can Reduce Costs Here are 3 different ways call center supervisors can positively drive financials in your center. 2018-10-03T15:02:59+00:00. 2018-08-23T14:55:23+00:00. 2018-08-31T11:17:26+00:00. 2018-09-14T11:00:38+00:00. 2018-05-22T09:16:47+00:00.

Call Center 40

Call Center call center workforce Coaching Contact Center 40

CX Global Media

NOVEMBER 19, 2018

So, what this means is that the most unlikely source blocking contact center transformation are the leaders themselves. According to the 2018 “Annual Learning & Development Benchmarking” report from Toward Maturity, organizations are in a dire position. Even if you are a small contact center.

Contact Center 233

Contact Center Coaching Benchmark Call Center 233

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2020.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

CX Global Media

OCTOBER 31, 2018

Sadly, Bill Gessert passed away suddenly on October 3 rd , 2018 – leaving behind his beloved wife, Lisa and four adult children and five grandsons. I finally had the chance to meet him face-to-face at Customer Contact Week (CCW) in Las Vegas in June 2018. How Coca-Cola® Adds Life to Contact Center Employee Engagement.

Customer Experience 207

Customer Experience Customer Service Chief Customer Officer Contact Center 207

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.

Contact Center 179

Contact Center Coaching Construction Call Center 179

Integrity Solutions

MARCH 3, 2020

The most persistent contact center challenges can be overcome by making coaching a part of the culture and developing your agents’ listening and problem-solving skills. And if the managers aren’t able to keep on top of things like onboarding, coaching and turnover, agent performance will continue to lag behind.

Contact Center 60

Contact Center Coaching Scripts Management 60

Comm100

DECEMBER 1, 2017

2018 is just around the corner, which means that companies around the world are planning (or have already planned) their business goals for next year. For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience.

Contact Center 42

Contact Center Customer centricity Journey mapping Benchmark 42

Nicereply

MARCH 23, 2021

Shep Hyken (@Hyken) February 1, 2018. — Jeanne Bliss (@JeanneBliss) January 28, 2018. Jeff Toister (@toister) January 29, 2018. Erica Marois – Community at ICMI, and host of the weekly #icmichat Twitter chat on call centers. — Lincoln Murphy (@lincolnmurphy) January 8, 2018.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

Clarabridge

MAY 10, 2018

From 2008 to Today, and Back to the 80s: C3 2018 Day 2 Highlights. . Matt Esterman, Director of eCommerce Operations at LoanbyPhone talked about the value of training call center agents to make every customer experience better, even when they’re initially frustrated or angry. Transforming Business Across the Globe.

Chatbots 40

Chatbots Coaching Self service Best practices 40

SharpenCX

APRIL 7, 2021

A good manager is a good coach. Yet too many customer service leaders are bogged down by other tasks to actually dedicate time to coaching and training their teams. Turns out managers like you only have 7% of their time available for deep work, like training and coaching. Avanade ) . Why it matters: Let’s set this straight.

Customer Service 67

Customer Service Coaching Call Center Employee engagement 67

aircall

JANUARY 24, 2022

Forbes reports that companies lost up to $75 billion in 2018 because of poor customer service. Set up a call center. A well-functioning call center is easy to set up and it gives you the opportunity to delegate a group of individuals solely to customer service. That figure is up by $13 billion from 2016.

Call Center 126

Call Center Best practices call center software CRM 126

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.

Contact Center 136

Contact Center Coaching Construction Call Center 136

Fonolo

JUNE 9, 2020

If you want to improve call center performance, getting to know your Key Performance Indicators (KPIs) is a great starting point so you can begin making data-driven decisions. The following KPIs are essential for measuring the activities and effectiveness of your contact center agents. First Call Resolution (FCR).

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

Callminer

JULY 30, 2018

You can arm your agents with the insight, preparation and coaching they need to be able to listen effectively and ensure every call delivers a positive outcome. I’d love to get your thoughts on what it has uncovered at our upcoming webinar with customer engagement experts Rant and Rave on 11 September, 2018.

Coaching 174

Coaching Best practices Analytics Surveys 174

SharpenCX

JULY 9, 2020

Recruiting and training new hires cuts into the valuable time available for coaching and developing your team. Serve up frequent coaching and training to your agents, so they can improve their effectiveness and customer approach. Ask yourself: Do my call center employees seem happy? And it isn’t good for your customers.

Coaching 67

Coaching Metrics Contact Center Morale 67

Call Experts

DECEMBER 12, 2019

We monitor all our calls through our Quality Assurance Department, so you don't have to. Our team listens and coaches so that our Experts can focus on picking up customer calls quickly and with high quality in all engagements. When do medical centers need professional contact center support? Summer HR Conferences.

Contact Center 69

Contact Center Wait times Journey mapping Interactive Voice Response 69

Call Experts

JUNE 5, 2019

If they are having trouble handling their work, provide additional assistance, continued education, and career coaching to improve their skills. When do medical centers need professional contact center support? Benefits of a Call Center: Healthcare and Medical Practice. One call can change your business!

Customer Experience 60

Customer Experience outsourcing Call Center Answering services 60

Talkdesk

MARCH 14, 2018

To assist with agent training Talkdesk provides call recording and call monitoring functionality so supervisors can more effectively coach agents as well as comprehensive agent metrics to help supervisors identify patterns in top performers so they can replicate their success across the team.

Contact Center 40

Contact Center At home agents Coaching Contact center software 40

Taylor Reach Group

MAY 14, 2020

In their studies of employee engagement since 2000, Gallup found the highest level of employee engagement in 2018: a paltry 34%. Regular coaching and one-on-ones should still happen. Gallup defines engaged employees as those who are involved in, enthusiastic about and committed to their work and workplace.

Employee engagement 171

Employee engagement Consulting Consulting Coaching 171

Dialer 360

DECEMBER 14, 2018

Call center prediction of 2019 after closing 2018. Impact for call center next year and beyond. 2018 is quickly drawing to close and attention. Predictions are call center and what you are expecting to see in 2019. In 2019 call center haven’t done so. Bring On Challenges.

Call Center 21

Call Center Analytics Engineering Self service 21

Dialer 360

APRIL 10, 2018

Improving call center performance has always been a target of the call center supervisor and the owner. Call enter is a place where customers are calling for making a purchase or if they are looking for a solution, for the problem they are suffering with. Focus and Measure for Ultimate Performance.

Telemarketing 21

Telemarketing Call Center Interactive Voice Response Metrics 21