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

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. These and other alignment checks should be part of the ongoing performance strategies of the sales manager and coach. This isn’t news, of course. Have we done an alignment check?

Sales 88

Sales Coaching Calibration B2B 88

Beyond Philosophy

OCTOBER 3, 2014

He believes that his job is to direct, lead, coach, drive the breakdown truck and then coach again. Running it your way is a short sighted approach, however, because it doesn’t take into account what the Customer wants. He has supported it with his actions. Remembering the little things.

Coaching 385

Coaching Consulting Consulting Customer Experience 385

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. Define expectations and establish accountability. Define and improve your responsiveness.

Customer Service 288

Customer Service Airlines Best practices Consulting 288

Integrity Solutions

OCTOBER 30, 2019

In the past, it’s possible that you could have gotten away with putting new salespeople through an onboarding process over the first few weeks or months, and maybe a sales training course or two, and that would be it. The Value of a Great Coach. The post Are your sales training efforts keeping up with customer expectations?

Sales 74

Sales Coaching CRM Technology 74

Customer Relationship Metrics

JULY 26, 2017

Ownership over Accountability. When your focus is on how to hold people accountable, it takes your focus off an important question: “Why do we need to hold people accountable in the first place?”. and What Does: The New Science of Leading, Energizing, and Engaging. Why is that? Ownership.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

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

Kayako

APRIL 29, 2019

There is a lot of focus on employee engagement and experience these days. He was right, of course, and Virgin is a shining example of a brand that has successfully differentiated its offering based on customer experience. For customer-facing teams, this means accountability for customer service and outcomes.

Customer Service 65

Customer Service Employee engagement Customer centricity Entertainment 65

Playvox

DECEMBER 5, 2022

The empathy you show by seeking out their side will help boost employee engagement and retention. It’s about designing a set of guidelines that takes into account the causes of avoidance and clearly lays out the proper definitions, examples, and consequences. How To Address Call Avoidance. Interaction Avoidance Action Plan.

Contact Center 52

Contact Center Average Handle Time Management Coaching 52

Beyond Philosophy

OCTOBER 3, 2014

He believes that his job is to direct, lead, coach, drive the breakdown truck and then coach again. Running it your way is a short sighted approach, however, because it doesn’t take into account what the Customer wants. He has supported it with his actions. Remembering the little things.

Coaching 171

Coaching Customer Experience Customer centricity Employee engagement 171

Integrity Solutions

MAY 26, 2022

employees experienced 2x more pressure in 2020. Of course, 2020 was a significant and uniquely challenging year for many reasons. With the onset of the pandemic, remote work and disruption put a strain on controls, training and in-person management and coaching. Your Sales People Are Watching; Keep Them Engaged!

Sales 52

Sales Morale Coaching Surveys 52

Beyond Philosophy

OCTOBER 3, 2014

He believes that his job is to direct, lead, coach, drive the breakdown truck and then coach again. Running it your way is a short sighted approach, however, because it doesn’t take into account what the Customer wants. He has supported it with his actions. Remembering the little things.

Coaching 150

Coaching Customer Experience Customer centricity Employee engagement 150

Integrity Solutions

JUNE 29, 2018

Sales Effectiveness Often Starts by Understanding Why Your Sales Managers Still Aren’t Coaching Their Teams. It’s about sales coaching- and sales effectiveness. Seventy-six percent of the respondents told us that coaching their salespeople is strategically important to achieving their targets this year.

Sales 43

Sales Management Coaching Morale 43

Integrity Solutions

OCTOBER 30, 2019

In the past, it’s possible that you could have gotten away with putting new salespeople through an onboarding process over the first few weeks or months, and maybe a sales training course or two, and that would be it. The Value of a Great Coach. The post Are your sales training efforts keeping up with customer expectations?

Sales 40

Sales Coaching CRM Technology 40

JustCall

DECEMBER 10, 2020

Increase Employee Engagement With Sessions. This increases employee engagement. As Jamie Sheepway, the Director of Service & Coaching at ShopPros believes, "When it comes to training in a call-center environment, there must be a step by step process. They should not be just handing over a training file.

Best practices 52

Best practices Call Center Sales Average Handle Time 52

Horizon CX

MARCH 25, 2019

Of course, being a CX Leader is not easy. 1 Accountability. This involves being open to criticism from employees and peers. Leaders who reach out to their employees improve employee engagement. Cultivating leadership potential requires moving from the role of a manager to that of a mentor or a coach. #4

Customer centricity 45

Customer centricity Employee engagement Construction Coaching 45

Russel Lolacher

JANUARY 4, 2021

Over the course of an hour, my fellow panelists and I shared our experiences and insights and I wanted to share my responses with you in case you find them helpful. Accountability and empowerment – productivity and collaboration are largely fuelled by proactive movement. How can you get where you are going with no direction?

Government 83

Government Surveys Coaching Personalization 83

NobelBiz

MAY 16, 2023

Of course, seasoned contact center professionals will smile with nostalgia, remembering the good old days when the trusted landline call was the only communication channel an agent had to deal with. By setting high standards and holding agents accountable, companies can build trust and credibility with their customers. Let’s see why.

Contact Center 52

Contact Center Customer Service Interactive Voice Response contact center solutions 52

Russel Lolacher

JUNE 19, 2022

In this episode of Relationships at Work, Russel chats with management consultant, executive coach and speaker Liz Kislik on the importance of compassion in the workplace. She offers management, consulting, executive coaching and other services to help organizations grow. And here is why she is awesome. And I’ll tell you why.

Coaching 98

Coaching Personalization Consulting Consulting 98

Integrity Solutions

JANUARY 23, 2023

They’ll need to sharpen their coaching skills — and then own their responsibility for actually doing it. While most sales leaders recognize the value of coaching, that doesn’t mean they necessarily do it effectively, consistently or frequently enough. But then we have to hold them accountable to hitting the goal.”

Sales 78

Sales Coaching Accountability Metrics 78

NobelBiz

MAY 16, 2023

Of course, seasoned contact center professionals will smile with nostalgia, remembering the good old days when the trusted landline call was the only communication channel an agent had to deal with. By setting high standards and holding agents accountable, companies can build trust and credibility with their customers. Let’s see why.

Contact Center 40

Contact Center Customer Service Interactive Voice Response contact center solutions 40

Callminer

JULY 23, 2019

Providing accurate, real-time, and consistent feedback plays an important role in employee engagement , which in turn improves employee satisfaction and motivates agents to provide excellent customer service. Others are from training and leadership professionals, experts in the area of training and coaching employees.

Best practices 140

Best practices Feedback Call Center Coaching 140

Playvox

MARCH 21, 2024

Let’s take a deeper look at the factors that influence employee engagement and morale. Provide Coaching and Training Opportunities Investing in continuous training not only enhances the skills of agents but also boosts their confidence and job satisfaction. All of this leads to better agent morale.

Morale 90

Morale Contact Center Quality management Coaching 90

Russel Lolacher

MAY 1, 2022

In this episode of Relationships at Work, Russel chats with author, speaker, coach and award-winning entrepreneur Vicki McLeod on speaking well in the workplace, either in-person or through technology. How speaking well helps employee engagement. So one, of course, is clarity and simplicity. Introversion vs extroversion.

Employee engagement 52

Employee engagement Personalization Management Scripts 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

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. A 5-time Chief Customer Officer and coach to over 20,000 leaders, her practices are field-tested and proven.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Russel Lolacher

JANUARY 8, 2022

In episode three of Relationships at Work, I chat with Kate Nasser , author and People-Skills Coach, as we look at identifying negativity in the workplace and how to address it for ourselves and for our organization. First out of the gate, she’s the founder, president of CBS Inc, and the people’s skills coach. Kate Nasser.

Construction 52

Construction Coaching Morale Personalization 52

SharpenCX

JUNE 23, 2021

ACR takes into account the reality that many of your customers may reach back out with an issue and get a different agent. Call abandonment can lead to higher repeat calling, which lowers both ACR and, of course, customer satisfaction. If you’ve got agents pausing interactions a lot, you may have some coaching to do.

Contact Center 101

Contact Center Abandon rate Management Metrics 101

Customer Guru

DECEMBER 13, 2017

This is, of course, the biggest miss I have seen throughout my experience of working as a CX professional. Employees don’t understand what good customer experience means. The entire company culture was aligned towards that goal and every employee was driven to deliver on their non-customer-experience performance indicators.

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

Russel Lolacher

JUNE 13, 2022

Because those frontline associates are the ones who are closest to the customers, of course, they’re going to have good ideas on solving those problems, right? Well, because that impacts accounting, and we were going to make their lives difficult. Especially the former journalist, of course you’ll show up.

Coaching 59

Coaching Engineering Personalization Feedback 59

Russel Lolacher

FEBRUARY 20, 2023

And then the last one we found was about accountability, you have to do what you say you’re going to do. But it’s so seven things right attitude, attendance, appearance, ambition, acceptance, appreciation and accountability. And of course, with a pandemic. Work is another key piece.

Education 52

Education Personalization Employee engagement Coaching 52

Russel Lolacher

MARCH 13, 2023

Now I have to account and I have to explain to my coat moment to to my colleagues, why we’re running some rogue shop over here. And again, if you’re a basketball coach, you want to be a dominant basketball coach, while the game is being played. She’s like, Yeah, of course, it’s clearly working.

Government 98

Government Management Employee engagement Personalization 98

Integrity Solutions

JUNE 18, 2021

Being a coach for sales teams has never been more important. Here are 10 sales coaching articles that can inspire new thinking, motivate your sales leaders and ultimately move the needle on your sales team’s performance. When your sales leaders hear the word “coach”, what comes to mind for them?

Coaching 98

Coaching Sales Transportation Employee engagement 98

Integrity Solutions

FEBRUARY 22, 2023

The sales leaders who succeed in this transition have high emotional intelligence, strong mentoring skills and a deep commitment to coaching as a critical part of their job. Regular coaching not only sustains and accelerates good behaviors, it conveys to the team: We see your potential and want to help you grow.

Sales 52

Sales Coaching Personalization Management 52

SmartKarrot

OCTOBER 12, 2021

Such a core leadership group can help in meeting the priorities, setting the resources and accountabilities that help move the CX forward. Running effective customer experience team meetings helps keep your teams involved, engaged, and excited to work together. Are we meeting accountabilities? What is already prioritized?

Customer Experience 10

Customer Experience SaaS Government Accountability 10