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RCDA introduces online work-from-home courses for contact center teams

Robert Davis

Davis and Associates ( [link] ) is excited to present three online courses designed to maximize the performance of supervisors, leaders at all levels, and contact center agents in the work-from-home environment. For Supervisors: Coaching Your Work-From-Home Agents for Maximum Results.

Coaching Your Salespeople off Plateaus

Integrity Solutions

Here’s how coaching can help them get back on track and hit their numbers again. Coaching your people around these two areas can help them release their inner achievement drive so they can get back on track and hit their numbers again. Over the course of our lives, we all develop belief boundaries – defining for ourselves what we can and can’t do. When you hear arguments or excuses, it’s an indicator that you’re pushing up against that person’s comfort zones.

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Great Key Account Management Resources, Coaches and Training Programs to Consider If You Want to Up Your Game

Kapta Customer Success

It doesn’t matter if you’ve been a key account manager for a decade or two or are new on the job; everyone can improve. Improving your key account management game and taking it to the next level means that you are up to date with the latest trends in Customer Success or Account Management, and you’re trying new strategies and approaches for your key accounts to see what works and what doesn’t. Miller Heiman Large Account Management Process.

Five Coaching Tips For Contact Center Agents that Work

Playvox

Coaching your contact center agents on their performance can either fill everyone with dread or be a productive activity that you and your agents look forward to. Agent coaching has long been a method for improving contact center performance and the customer experience.

Coaching Your Salespeople off Plateaus

Integrity Solutions

Here’s how coaching can help them get back on track and hit their numbers again. Coaching your people around these two areas can help them release their inner achievement drive so they can get back on track and hit their numbers again. Over the course of our lives, we all develop belief boundaries – defining for ourselves what we can and can’t do. When you hear arguments or excuses, it’s an indicator that you’re pushing up against that person’s comfort zones.

10 Sales Coaching Articles Your Sales Leadership Needs to Read

Integrity Solutions

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. We often associate “coach” with a sports analogy.

You Get What You Tolerate (From Employees)

Myra Golden Media

Are you coaching and holding employees accountable? If you want to see change, you have to set expectations, have coaching conversations, and be willing to deal out consequences. 3) You have to prepare in advance for coaching conversations, so you’re focused and confident. Prepare for Coaching Conversations. I need someone in this position who will speak with friendliness and warmth, and I hope that person is you. You get the behavior you tolerate.

Quiet Quitting Isn’t the Problem. Your Managers Are.

Integrity Solutions

As one writer put it , “If anything, it seems like quiet quitters are just striving to set healthy boundaries between their jobs and their personal lives.” Great managers are able to craft meaningful, motivating work experiences that almost by definition keep the person engaged.

A Sales Training Strategies Action Plan to Ignite Your Team’s Success

Integrity Solutions

What they don’t always recognize is that it’s something that can be developed through effective training and coaching. A negative view can become self-perpetuating, putting the person at risk of falling further behind. This isn’t news, of course.

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Three Preparations You Should Make Before Talking to Your Employee About a Problem

Myra Golden Media

One of the things I’m working on for 2019 is giving you tools to help you coach your employees and hold them accountable so that they are positioned to deliver the best possible customer experience. I need someone in this position who will speak with friendliness and warmth, and I hope that person is you. I have an online course I’ve arranged for you take and I will meet with you once a week for the next 4 weeks to provide feedback and coaching.

Your Sales Managers Are Too Busy to Read This

Integrity Solutions

Sales Effectiveness Often Starts by Understanding Why Your Sales Managers Still Aren’t Coaching Their Teams. It’s about sales coaching- and sales effectiveness. When we recently surveyed sales leaders in over 200 organizations for a research study conducted in partnership with the Sales Management Association, the respondents recognized these challenges and said coaching plays an important role in dealing with them. We wanted to know, why aren’t you coaching?

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Ethical Sales Practices Are Driven By These Business Principles

Integrity Solutions

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.

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Creating A Customer-Centric Strategy

Integrity Solutions

Some of the common issues we hear involve: Providing consistency across channels Overcoming employee complacency Finding new ways to connect with customers and accelerate service delivery Time and cross-training Consistent, effective coaching on customer-centricity.

How to drive desired contact center results in a challenging time

Robert Davis

The answer, of course, is that your supervisors need to be experts in working with these virtual agents. They need to be able to calm their fears, rebuild the trust they had, and hold them accountable for doing their best. The Course: Leading Teams in a Virtual Environment .

How to drive desired contact center results in a challenging time

Robert C. Davis and Associates

The answer, of course, is that your supervisors need to be experts in working with these virtual agents. They need to be able to calm their fears, rebuild the trust they had, and hold them accountable for doing their best. The Course: Leading Teams in a Virtual Environment.

Sales Training Ultimate Guide: From Rookie To Veteran

JustCall

Ensure that there is a complete Knowledge Transfer in case of any take over of accounts so that your trainees are not walking into a minefield. Cold calling coaching is probably the most difficult and most dreaded part of sales training processes.

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Episode #3 – Addressing Negativity at Work

Russel Lolacher

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. And of course, very excited to talk about this topic, Russel Lolacher.

The rise of the super-agent

Enghouse Interactive

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. They are savvy enough to apply critical thinking skills and be able to come up with multiple solutions – including approaches which might be unorthodox, then decide upon the best course of action and apply it successfully to resolve the customer’s issue.

Advancing Customer Experience Expertise in CX Month

ClearAction

In addition to reaching out with special thanks to all our consulting clients, online customers, and team members throughout October, we are offering many activities that YOU may enjoy: October 1-31 : Coaching 10% Discount Code = CXDAY. CXM Coaching topics: customer experience strategy, culture, adoption, and metrics. MO Coaching topics: marketing centers of excellence, governance, metrics and customer life cycle management.

Performance Management for Appointment-Based Businesses

CallSource Insights

Potential customers must phone your business and engage with a real person to book an appointment before the sale is finalized. 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. An accountable business doesn’t stay complacent; they set goals.

How to scale your customer success teams

CSM Practice

You can then automate the email process by sending the email out as if it was personally sent by the CSM, using your customer success operating system. Of course, there’s a slew of self-service programs that should be part of your efforts to scale your customer success approach for your SMB segment. For personal coaching and tactical strategic advice, check out our CS Navigator program.

How to Be Funny and Use Humor in Business to Your Advantage

Beyond Philosophy

I’ve coached team members to let their humor come out in business. Of course, it must be appropriate and provided at the proper time. For example, a religious person will often find jokes about religion not funny at all, whereas a non-religious person might find them very funny.

Creating a Winning Customer Service Culture is Within Your Grasp

Integrity Solutions

Clearly, a customer service culture pays dividends, and that’s just one of the reasons you see so many companies touting their “customer obsession” through values like empathy, friendliness, accountability, honesty and transparency. Effective coaching is what closes the loop.

Reshaping The Future Of Digital Customer Service: 22 Influential Leaders to Watch in 2022

TechSee

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience.

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

Integrity Solutions

The good news is, we just went through a crash course in transformation — and there’s plenty to learn from it. The good news is, we just went through a crash course in transformation — and there’s plenty to learn from it. By Will Milano.

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Practical Advice For Influencing People: 6 Key Principles

Beyond Philosophy

As a specialist in applying the science of influence and persuasion in sales, leadership, and coaching, Ahearn spoke to us about the six fundamental principles on how to influence people. Ahearn says where people make a mistake is by trying to get the other person to like them.

Guest Post: Why B2B Business Needs Dedicated Customer Support

Shep Hyken

The purpose of such relationships is to produce goods by one business, but not for a private person, but for another business. Of course, in the work of dedicated customer service, there can also be difficulties, such as the right choice of technology to be used.

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How to Prepare Your Team for Digital Transformation

Russel Lolacher

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 to Invest in Each Of Your Customer Service Agent’s Career Growth and Development

SharpenCX

An education budget is a benefit that employers give to their employees that’s focused on personal development. Generally, companies will set an annual budget for each employee to spend on things like courses, conferences, certifications, etc. Coach agents on an ongoing basis.

12 Questions You Should Ask When Interviewing an Outsourcer

Nicereply

When you start working with an outsourcer, you need one key contact person—ideally someone who really gets your company. This person should be experienced, responsive, and an excellent communicator. Ideally, you’ll have an account manager in addition to a team lead.

Call Center Agent Feedback: Tips & Best Practices for Providing Effective Agent Feedback

Callminer

Others are from training and leadership professionals, experts in the area of training and coaching employees. Keys to success for their program included active, visible participation by executives in the process from start to finish, publicly shared action plans to keep individuals and teams in the loop, and ongoing engagement with an internal champions network who served as key change agents impacting everything from best practices identification to action plan coaching.

21 Most Active Sales Influencers on Social Media in 2018

CrazyCall

Of course we can’t highlight thousands, indeed tens of thousands of inspirational and experienced sales executives, but we’ve created this list of 21 influencers who constantly share helpful advice, sales tips & tricks on social media and make up the world of sales, including the social selling. and quite often shares great pieces of content on Twitter: Must-read: A Crash Course in Sales Hacking & Deal Closing. Personal blog. Personal website. Personal blog.

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How Aircall Saves 13% of Time for Customer-Facing Teams

aircall

Without this capability, you’ll find yourself duplicating effort and wasting time on administrative tasks such as switching between tools to log notes and keep accounts up-to-date. Laura Hinojosa, Account Executive at Subsync.

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3 Types of Angry Customers and How to Handle Them

SharpenCX

The good news: you can coach agents to effectively handle these situations and calm customers down. Coach agents to listen and resist the urge to be defensive. Coach agents to stop anger in its tracks. Coach your agents to sprout some wings and start swooping.

10 Things You Must Know to Establish and Preserve Your Customer Service Culture

Beyond Philosophy

We spoke with Marilyn Suttle, a conference speaker, and three-time best-selling author and coach, on a recent podcast. Communication is critical for achieving both personal and sales goals. Define expectations and establish accountability. Suttle says one company had a voice mail message that said the person was “continuously checking messages throughout the day.” And of course, the ten best practices will help your efforts also.

Inside Customer Success: Winning by Design

Amity

Winning by Design is a premier provider of strategy consulting and coaching programs for SaaS Sales and Customer Success organizations. First, I am building the Customer Success practice, our methodologies and courses. We have a great course designed for Customer Success Managers that teaches CSMs the essentials of Customer Success such as; how to orchestrate the beginning of the customer relationship, how to develop impact and growth.

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21 Call Center Managers Share Their Favorite Call Center Leadership Activities

Callminer

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more.

Stop Kidding Yourself! Are You Interested or Committed to Delivering Amazing Customer Service?

Kristina Evey

We’ve all heard, and made, statements like this about something in either our personal or professional lives. That golf pro… Before he or she turned pro, they likely went to the course in the wee hours of the morning and practiced a full 90 minutes before going to their “job” only to return again after work, day in… day out. That fabulous looking person in the gym (I’m not talking about the steroid pumpers)… They watch everything they eat.

3 Steps to Becoming #1 on Trip Advisor

Beyond Philosophy

If you don’t get all the right things right; the front door reception, the online experience, the process and procedures, the music, the lighting, the smell or whatever…if you don’t get these things right, then what chance has the person who is serving the coffee got to deliver a great experience?” He believes that his job is to direct, lead, coach, drive the breakdown truck and then coach again.

25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency

Callminer

Make onboarding & ongoing coaching as stellar as possible. James Pollard is a marketing consultant who works specifically with financial advisors over at The Advisor Coach. If someone is making a mistake for two months waiting for his/her quarterly coaching session, thousands of dollars can be lost. Continuous coaching and training helps mitigate this risk. Live Call Monitoring, Coaching, and Inter-agent chat.