Myra Golden Media

JANUARY 15, 2019

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.

Coaching 220

Coaching Accountability Feedback Personalization 220

Integrity Solutions

MARCH 6, 2019

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. It’s your job as a coach to help them recognize their self-talk is just talk.

Coaching 63

Coaching Sales Engineering Management 63

Beyond Philosophy

JULY 14, 2022

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. So as we go through these four theories of humor, let’s consider how we can apply these concepts to business, whether through the contact center, account management, or marketing. .

Coaching 414

Coaching Consulting Consulting Personalization 414

Voxjar

APRIL 9, 2020

This guide will show you how to make the transition to remote call coaching and quality assurance. How to overcome the biggest challenges of remote call coaching and QA. What tools are the most effective for remote call quality assurance and coaching. 3: Delivering QA and Coaching Feedback from Home. You’ll learn.

Coaching 52

Coaching Call Center Analytics contact center workforce 52

Myra Golden Media

JANUARY 1, 2019

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.

Coaching 195

Coaching Accountability Feedback Personalization 195

Integrity Solutions

SEPTEMBER 2, 2022

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. Of course, that’s not new information.

Management 122

Management Coaching Employee engagement Surveys 122

Integrity Solutions

MARCH 6, 2019

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. It’s your job as a coach to help them recognize their self-talk is just talk.

Coaching 40

Coaching Sales Engineering Management 40

Beyond Philosophy

AUGUST 9, 2017

Bekerman said his managers feel they have more time to coach employees; a task Bekerman described as “more meaningful” than counting paper. On the one hand, speeding up service and eliminating mundane tasks to free employees up to do other tasks, like coaching their direct reports, seems like it would be a boon to Customer Experience.

Banking 0

Banking Coaching Surveys Employee engagement 0

Beyond Philosophy

MAY 14, 2020

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. So, Ahearn says that persuasion is about changing behavior to something the person probably would not do in the absence of your ask.

Consulting 420

Consulting Consulting Personalization Accountability 420

ShepHyken

NOVEMBER 18, 2022

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. The main challenge of b2b companies .

B2B 168

B2B Customer Support Best practices Coaching 168

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. A negative view can become self-perpetuating, putting the person at risk of falling further behind. Managers have to know the concepts, believe their people will benefit and provide supportive coaching.

Sales 91

Sales Coaching Calibration B2B 91

TechSee

JUNE 16, 2022

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. Over 1,000,000 people have taken one of his video-based training courses on LinkedIn Learning.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

BlueOcean

MAY 5, 2023

However, coaching agents in the hybrid world looks vastly different than in-person. The right partner will be able to articulate their governance structure for creating personalized improvement plans, holding coaches accountable, and measuring for success. What’s their correction path when things get off-course?

Customer Care 62

Customer Care Coaching outsourcing Contact Center 62

Robert Davis

APRIL 7, 2020

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 . Can you whisper coach? Can you live monitor?

Contact Center 62

Contact Center Coaching Virtual Agent Employee engagement 62

SharpenCX

APRIL 22, 2021

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. Read Next] 3 tactics to level-up your call center coaching with speech analytics. Commit to going the extra mile.

Scripts 128

Scripts Coaching Call Center Accountability 128

Integrity Solutions

JANUARY 18, 2021

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. Part of your role, though, is coaching them to make these questions part of their sales mindset and approach: ?

Sales 128

Sales Coaching B2B Metrics 128

Robert C. Davis and Associates

APRIL 7, 2020

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. Can you whisper coach? Can you live monitor?

Contact Center 52

Contact Center Coaching Virtual Agent Employee engagement 52

SharpenCX

AUGUST 11, 2020

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. Ongoing coaching. Effective feedback.

Customer Service 67

Customer Service Coaching Education Construction 67

Integrity Solutions

NOVEMBER 23, 2020

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. What Is Customer-Centric Thinking? Why Customer Centric Firms Are Successful.

Customer centricity 129

Customer centricity Coaching Finance Sales 129

Beyond Philosophy

OCTOBER 3, 2014

“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 has supported it with his actions.

Coaching 385

Coaching Consulting Consulting Customer Experience 385

Callminer

APRIL 21, 2020

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. Customer service is about finding a balance between efficiency and personalization…”.

Call Center 182

Call Center Management Scripts Coaching 182

Callminer

AUGUST 1, 2017

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. James Pollard.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

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. Communication is critical for achieving both personal and sales goals. Define expectations and establish accountability. And of course, the ten best practices will help your efforts also. Communicate.

Customer Service 288

Customer Service Airlines Best practices Consulting 288

Integrity Solutions

MAY 24, 2023

It’s a person’s attitudes, beliefs and a genuine desire to create value for customers that separate high-achieving salespeople from the rest. The Sales Coaching Factor There are three conversations that unlock sales success: the conversations salespeople have with (1) their customers, (2) themselves and (3) their coach.

Sales 52

Sales Coaching Accountability Personalization 52

Amity

DECEMBER 5, 2018

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. At a small 2-30 person company we are coaching CEO’s and team leads. My path was far from linear.

SaaS 84

SaaS Consulting Consulting Coaching 84

CrazyCall

SEPTEMBER 4, 2018

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. Personal blog. Personal website.

Sales 129

Sales SaaS CRM B2B 129

Sykes

MARCH 5, 2020

As recently as 2016, SYKES realized that women made up only about 14% of all tech accounts. SYKES Women in Technology (SWIT) is a gender-equality program that aims to increase inclusion in technically-focused accounts through enrollment in technical education. Collectively, each one of us can help create a gender-equal world.

Education 90

Education Coaching Accountability Technology 90

Nicereply

AUGUST 3, 2021

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. Some outsourcers don’t offer any account management.

outsourcing 98

outsourcing Accountability Business Process Outsourcing call center professionals 98

Quality Contact Solutions

DECEMBER 16, 2020

By Nathan Teahon, Strategic Account Manager. So, if that is the case, you have a narrow window to capture a person’s attention in any meaningful way. The golden rule is that “you have 30 seconds to buy the next minute of a person’s time” Do not waste it! Is the offer compelling to that person?

Telemarketing 97

Telemarketing Scripts B2B Call Center 97

Sykes

SEPTEMBER 29, 2020

“I’ve been able to take online classes and work with mentors and an executive coach. Senior Account Manager, SYKES Pasewalk ???. Later, she served as a replacement program manager for someone on paternal leave before developing further from account manager to senior account manager. ” Ariane Eisensee.

Accountability 98

Accountability Coaching Education Telecommunications 98

Sykes

SEPTEMBER 29, 2020

“I’ve been able to take online classes and work with mentors and an executive coach. Senior Account Manager, SYKES Pasewalk ???. Later, she served as a replacement program manager for someone on paternal leave before developing further from account manager to senior account manager. ” Ariane Eisensee.

Accountability 98

Accountability Coaching Education Telecommunications 98

Toister Performance Solutions

JULY 8, 2021

The team had gathered to take my Customer Service Foundations course on LinkedIn Learning. They impart information, challenge us to grow, and in the case of a boss, hold us accountable. The tellers who struggled had managers who were more hands-off or actively coached the tellers to disregard what they learned in training.

Customer Service 71

Customer Service Coaching Management Accountability 71

ClearAction

SEPTEMBER 29, 2016

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.

Customer Experience 66

Customer Experience Coaching B2C Consulting 66

Integrity Solutions

MAY 26, 2022

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. Compared with 2017, U.S. employees experienced 2x more pressure in 2020. You absolutely can.

Sales 52

Sales Morale Coaching Surveys 52

CallSource Insights

JUNE 12, 2019

Potential customers must phone your business and engage with a real person to book an appointment before the sale is finalized. Creating goals based on KPIs for accountability. A properly implemented performance management program means accountability for your business and your employees. Course correct as needed.

Management 40

Management Coaching Advertising Accountability 40

ChurnZero

SEPTEMBER 14, 2021

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. To give an example, Bryan outlined the hypothetical scenario of a CSM whose customer accounts for one division of a company that’s comprised of three divisions. Get your Sales team to do coaching/training.

Sales 94

Sales Upselling Morale SaaS 94

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