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5 Top Customer Service Articles of the Week 7-12-2021

ShepHyken

My Comment: One of the questions we asked in our soon-to-be-released 2021 Achieving Customer Amazement study was if colleges should require a course in customer service. Create a good coaching and training program. The post 5 Top Customer Service Articles of the Week 7-12-2021 appeared first on Shep Hyken.

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3 Contact Centre Trends for 2021

Call Design

Is your contact centre prepared for success in 2021? While AI won’t replace the human element of your contact centre, it can be used to gather data and information that can help your management team improve daily operations and coach agents on their performance. Utilize Real-Time Transcription. Upgrade Old Technology.

Upselling 167
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5 Top Customer Service Articles of the Week 12-27-2021

ShepHyken

Several great strategies are mentioned here, from something as simple as helping to eliminate repetitive tasks to real-time coaching to help manage the interaction between the agent and the customer. My Comment: I’m honored that my most recent book, I’ll Be Back , made Drew Neisser’s list of top marketing books for 2021.

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Five Stats That Prove Your Agents Need Better Coaching

Aspect

Famed football coach Vince Lombardi once said, “Perfection is not attainable, but if we chase perfection we can catch excellence.” Nonetheless, you should never stop striving to provide your agents with all the coaching they need to stay engaged, productive and provide a superior customer experience. As such, coaching is m.

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Developing Agent Empathy Through Emotional Intelligence

Speaker: Dave Seaton CCXP, Founder & Principal at Seaton CX

But how do contact center leaders assess, manage, and coach agents to show empathy? Take away valuable exercises and job aids to coach agents and improve empathy skills in your contact center. How to coach agents to improve their Emotional Intelligence and empathy skills. Can empathy be taught?

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Keep Your 2021 Sales Pipeline Full Using the Selling Lessons of 2020

Integrity Solutions

But before you barrel ahead into 2021 and look for signs of returning to the “good old days,” sales leaders and their teams have a lot to learn from 2020. In fact, your success in 2021 depends on it. Research from HubSpot shows that 68% of sales leaders plan to implement a hybrid or fully remote sales model in 2021.

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Will You Be Able to Keep Your Superstars in 2021?

Integrity Solutions

With the stresses of the pandemic, uncertainty in the business environment, and pressures of working from home and juggling personal and professional lives, we’re all looking forward to a fresh start in 2021. Here are three steps that will help you retain and develop your sales talent in 2021 and beyond: 1. Coach for Sales Success.