Integrity Solutions

MAY 24, 2023

When participants leave sales training, there must be a structured follow-up process that ensures: Accountability for real-world application Repetition Feedback on progress Positive reinforcement and supportive coaching For sales training and skills to turn into a way of doing business, they have to be hard-wired into the culture.

Sales 52

Sales Coaching Accountability Personalization 52

Tethr

JANUARY 30, 2020

Script adherence Proper greeting Required closing Compliance (proper authentication, retrieval of account number, disclosure statement) Skills & behaviors (professionalism, empathy, subject matter expertise, confidence, friendliness). Here are some points they are ticking off their boxes.

Call Center 82

Call Center Scripts Average Handle Time Entertainment 82

CallSource Insights

JUNE 12, 2019

Performance management shows how many inbound calls are true prospects, a breakdown of appointments made vs. missed opportunities, employee phone performance data, missed opportunity alerts, and call coaching opportunities. Creating goals based on KPIs for accountability. Course correct as needed. How is team morale?

Management 40

Management Coaching Advertising Accountability 40

aircall

MARCH 16, 2018

Thoughtful training leads to well-informed and productive customer support agents, but no amount of coaching can make up for understaffing or a possibly incorrect hire. Support agent attrition and low employee morale were repeatedly cited as motivators for change in 2018. Ongoing refresher courses”.

Customer Support 88

Customer Support Brand ambassadors Morale Surveys 88

ChurnZero

JANUARY 4, 2024

Pure ‘relationship management’ CSMs, with access to onboarding specialists, product specialists, and account management layers, will become a structure of the past.” “I’m calling it now,” says CS management coach Ryan Johansen. ” But how will customer success teams fare under the pressure?

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

ChurnZero

SEPTEMBER 16, 2021

As the world’s most well-known salesperson Zig Ziglar once said “If you believe your product or service can fulfill a true need, it’s your moral obligation to sell it.” . Of course, it’s easy to claim you’re not good at something if you never practice, but that doesn’t mean you’re not capable. Sit in on sales calls.

Sales 52

Sales Upselling Morale SaaS 52

Talkdesk

JULY 8, 2016

Talkdesk Product Manager Alex Willen and Slack Account Manager Jesse Elliott discussed Slack’s new functionalities as relates to phone support teams in our webinar “Using Slack to Reinvent the Call Center Experience.” These can pose significant challenges for agent coaching and other vital day-to-day tasks that occur in the call center.

call center software 40

call center software Morale Call Center Coaching 40

Integrity Solutions

SEPTEMBER 28, 2023

An effective customer service training program will take into account the process, skills, behaviors, attitudes and values that are required to consistently deliver amazing customer experiences. Training and coaching will activate your values and make them visible to the customer.

Customer Service 110

Customer Service Coaching Contact Center Banking 110

Enghouse Interactive

NOVEMBER 27, 2020

Essentially, they need to be able to see everything from the customer perspective and to then use this understanding to communicate in ways that take the customer’s emotions into account and helps manage the situation effectively. That means they need the confidence to make decisions, all guided by overall company guidelines and approaches.

Self service 58

Self service Benchmark Scripts Best practices 58

Playvox

MARCH 27, 2023

This could include a combination of classroom training, on-the-job training, learning courses , and workshops. Additionally, agents can benefit from coaching and mentoring programs that provide ongoing feedback and guidance to help them improve their performance. 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. She’s an author and her book is called Leading Morale: The People Skills to Stop Negativity and Ignite Contributions.

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

JustCall

DECEMBER 7, 2022

Sales call reporting can also create a good foundation for training and coaching, as it encapsulates best practices and performance. Supplements Training and Coaching. Creates More Accountability. While there are multiple ways to do it, a lot of times, extra monitoring can create a negative impact on your people’s morale.

Sales 52

Sales Management CRM Best practices 52

Callminer

SEPTEMBER 5, 2017

But when the whole month has a lot of calls which were of all different types, the quality report – which can identify potential gaps and required agent coaching or training – may be delayed by many days. Who is coaching the coaches? Constant QA, coaching, and accountability is how you ensure all interactions are positive.

Call Center 140

Call Center call center software outsourcing Coaching 140

Tenfold - Contact Center Blog

DECEMBER 28, 2017

While agents hold the keys to your company’s success, they are also the most expensive resource you have – accounting for 60% to 70% of expenses in a contact center. When agents using CTI receive incoming calls, a screen pop up is displayed, showing the caller’s account information on the agent’s computer screen.

call center workforce 54

call center workforce Call Center Technology Management 54

CX Journey

JANUARY 3, 2018

They lead to reduced efficiencies, waste resources, kill productivity, reduce morale (with a them-and-us mentality), and are detrimental to your ability to create a customer-focused culture. They ensure alignment and accountability, and their cross-functional collaboration is priceless. And they wreak havoc on your CX strategy.

Journey mapping 59

Journey mapping Government Morale Coaching 59

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

Comm100

OCTOBER 30, 2017

Outsourcing should not be a simple decision made purely on financials – it needs to account for the benefits to the customer and where those benefits will best be realized. Companies could have additional criteria based on their requirements, of course. How can I fix it?

Best practices 44

Best practices Contact Center Management outsourcing 44

SharpenCX

NOVEMBER 3, 2020

The Experience Coach. The experience coach focuses on individualism. Because, to be a stellar manager, you have to be a good coach, too. Recalibrate coaching based on new customer intel and the performance data you surface. And, a lack of autonomy drains morale (plus, performance). The Democratic Leader.

Call Center 67

Call Center Agent Empowerment Management Coaching 67