Playvox

JANUARY 25, 2024

Operational costs – Agents who aren’t invested or lack training, feedback, or coaching tend to be inefficient, ultimately costing your business financially. Prevent and close employee skill gaps with a seamless integration to coaching. Workforce Management The yin to QM’s yang is Workforce Management (WFM).

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Virtual Live Labs

SEPTEMBER 30, 2020

Leaders in this new virtual contact center struggled to engage their employees. Leaders and employees noticed that the processes of engagement, like training and coaching, just didn’t work anymore. Employees have team meetings, round tables and coaching sessions. Lost in the “Virtual Hallways”.

Coaching 130

Coaching Contact Center Employee engagement Accountability 130

Virtual Live Labs

SEPTEMBER 30, 2020

Leaders in this new virtual contact center struggled to engage their employees. Leaders and employees noticed that the processes of engagement, like training and coaching, just didn’t work anymore. Employees have team meetings, round tables and coaching sessions. Lost in the “Virtual Hallways”.

Coaching 130

Coaching Contact Center Employee engagement Accountability 130

Integrity Solutions

AUGUST 13, 2018

Few activities are considered as important as sales coaching. So why do so many companies still struggle to make coaching pay off? Coaching is pivotal to maximizing sales potential. It’s now well-established that a strong coaching culture is something high-performing companies have in common. By Mike Esterday.

Coaching 50

Coaching Sales Management Surveys 50

Integrity Solutions

AUGUST 13, 2018

Coaching is pivotal to sales success. It’s now well-established that a strong coaching culture is something high-performing companies have in common. In study after study, coaching is shown to play a key role in driving sales performance and revenue achievement. Provide coaching for the sales managers themselves (+10%).

Coaching 42

Coaching Sales Management Surveys 42

SharpenCX

JULY 26, 2023

You can use the data you collect to predict behavior and correct issues before they start (which may lead to account termination). Look at failed accounts and identify patterns in the products they use, reps they spoke to, when they purchased, what channel they seek support through, etc.

Call Center 67

Call Center Contact Center Contact center software Coaching 67

SharpenCX

JUNE 8, 2021

Sending surveys signals that your team cares about your customer experience. Let me help you make it more manageable with two simple steps: Create CSAT surveys. Set up actions in your contact center software that trigger specific follow up questions to prompt your customers to fill out a survey after an interaction.

Customer retention 76

Customer retention Coaching Employee engagement Contact Center 76

Steve DiGioia

SEPTEMBER 16, 2016

BF : Yes, we constantly survey both our owners and tenants. We base our surveys on trigger events so we can drill right down into what areas we’re doing well and what areas need work, so that we can improve those processes and coach our people to achieve better outcomes. Does LITTLE have such a program? BM : Absolutely. .

Real estate 257

Real estate Customer Experience Journey mapping Employee engagement 257

Customer Relationship Metrics

JULY 26, 2017

You’ve conducted surveys, created committees, put in recognition programs, and still you struggle. 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?”. Why is that? Ownership.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

Monet Software

JANUARY 30, 2020

In the race to build a highly engaged workforce to deliver exceptional customer experiences, contact center leaders are asking some deep questions. That’s because employee engagement isn’t just that age-old survey topic: employee satisfaction. workers reported being engaged with jobs in a recent study.

Contact Center 71

Contact Center Employee engagement Coaching Call Center 71

Playvox

FEBRUARY 20, 2024

It also provides employees with more flexibility and a better work-life balance, as they can create their own schedules and avoid long commutes. Forty-three percent of companies in a January 2022 PwC executive survey said they would keep offering hybrid work options for employees and 30% said they’d make remote work a permanent option.

Management 88

Management Gamification Calibration Quality management 88

SharpenCX

JUNE 22, 2021

But as those new hires become seasoned employees, their initial training fades, and you need to supplement it with new knowledge. When PwC surveyed 15,000 consumers, they found that 1 in 3 customers leave a brand they love after just one bad experience. They also encourage self-coaching. Make Training Continuous.

Call Center 67

Call Center Coaching Analytics Employee engagement 67

Integrity Solutions

MARCH 3, 2020

The most persistent contact center challenges can be overcome by making coaching a part of the culture and developing your agents’ listening and problem-solving skills. And if the managers aren’t able to keep on top of things like onboarding, coaching and turnover, agent performance will continue to lag behind.

Contact Center 60

Contact Center Coaching Scripts Management 60

Russel Lolacher

APRIL 24, 2023

A few reasons why he is awesome – he is the found of The Learning Moment, a consultancy for culture coaching, he’s the co-author of the book “Helping People Win at Work: A Business Philosophy Called ‘Don’t Mark My Paper, Help Me Get an A” and he served as the CEO and Chairman of WD-40 for 25 years.

Coaching 52

Coaching Employee engagement Consulting Consulting 52

Integrity Solutions

MAY 26, 2022

According to the 2021 Global Business Ethics Survey® , around 1 in 5 U.S. employees said their workplaces had a strong ethical culture in 2020, compared with 1 in 10 who felt that way in 2000. With the onset of the pandemic, remote work and disruption put a strain on controls, training and in-person management and coaching.

Sales 52

Sales Morale Coaching Surveys 52

Integrity Solutions

NOVEMBER 19, 2018

In the recent Integrity in Selling Study™ , 95% of companies surveyed said “Integrity” is one of their organizational values. Sadly only 38% believed that employees can be trusted to keep their promises and commitments. In fact, according to Oxford Economics, we typically want feedback 50% more often than any other employees.

Coaching 76

Coaching Sales Feedback Management 76

OctopusTech

MARCH 1, 2023

Product and tech support Customers call for help to solve a wide array of issues, from returning damaged products or changing account information and passwords to complaining about product malfunctions. Engaged employees feel an emotional commitment toward their employers and are more vested in helping their employers succeed.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

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 our survey of 200+ sales organizations , 84% of respondents told us that “Achievement Drive” contributes as much or more to a salesperson’s performance as sales skills or specific product knowledge. The Value of a Great Coach. So while “train early, train often” may be the mantra, in many ways, ongoing coaching is the true catalyst.

Sales 40

Sales Coaching CRM Technology 40

Lumoa

FEBRUARY 6, 2018

Silos is often the result of the same product-centricity as above, this needs to be fixed from board level downwards, with equal accountability and collaboration between the heads of customer, product, and omnichannel.” Jane Treadwell-Hoye, CCXP and Managing Director at epifani “The future of CX is at a cross road.

Customer Experience 129

Customer Experience Customer centricity Education Consulting 129

Call Experts

DECEMBER 28, 2018

Compensation is not the only way to keep employees happy with their job. . Secure more return for your brand by improving employee engagement, and use the culture of your organization to drive customer satisfaction. Be strategic about how to make your employees feel a sense of purpose.

outsourcing 56

outsourcing Call Center Answering services Employee engagement 56

Tenfold - Contact Center Blog

AUGUST 10, 2018

Accountable. This involves being open to criticism from employees and peers. . Get feedback from your employees to see how your leaders are coaching their team members. Govitru found that 60 percent of employees state they don’t get enough work-related feedback from upper management. . Knows how to delegate. .

Customer Experience 62

Customer Experience Customer centricity Employee engagement Coaching 62

Noble Systems

MARCH 19, 2021

Advanced call center features can help your SMB grow with the ability to manage a variety of programs, including marketing, lead generation and sales, customer service, helpdesk support, collections, surveys, and more. In the coaching mode, managers can assist the agent during a call, but the customer can’t hear the manager.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

Russel Lolacher

JANUARY 4, 2021

Accountability and empowerment – productivity and collaboration are largely fuelled by proactive movement. Transferring – biweekly professional development, mentoring/coaching, approachable presentations. How can you get where you are going with no direction? And remember, there are NO “stupid” questions.

Government 83

Government Surveys Coaching Personalization 83

BlueOcean

JUNE 26, 2018

It’s an approach that teaches them how to improve while simultaneously empowering them to make their own decisions and hold themselves accountable for a customer’s experience. What role do employee engagement and incentives play in your success? It starts a conversation rather than about being right or wrong.

Customer Service 141

Customer Service industry standards Contact Center Average Handle Time 141

Horizon CX

MARCH 25, 2019

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 Great leaders take charge.

Customer centricity 45

Customer centricity Employee engagement Construction Coaching 45

ProProfs Blog

JUNE 30, 2020

Peggy Klaus is a Fortune 500 coach who is here to help individuals that easily excel at their jobs every day but don’t know where to go from there. Well, Jeanne Bliss (a known authority on customer experience) talks about how you can do this with the five-competency model she used to coach Chief Customer Officers and C-Suite.

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Marketing 128

Enghouse Interactive

APRIL 28, 2019

Training and Retention: Happy agents tend to stay with a business, and overall levels of agent satisfaction can be dramatically improved through ongoing engagement, individual coaching and proper rewards. For calls, this is a well-structured IVR; for chats, this is a user-friendly BOT.

Quality management 40

Quality management Management Scripts Call flow 40

Enghouse Interactive

MAY 21, 2019

Training and Retention: Happy agents tend to stay with a business, and overall levels of agent satisfaction can be dramatically improved through ongoing engagement, individual coaching and proper rewards. For calls, this is a well-structured IVR; for chats, this is a user-friendly BOT.

Quality management 40

Quality management Management Scripts Call flow 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

Fonolo

NOVEMBER 17, 2020

To achieve that within a remote or hybrid work environment, we’re going to see more contact centers reach for a cloud-based technology that drives camaraderie, increases visibility, allows supervisors to coach from anywhere, and enables agents to self-manage.” Keeping employees motivated is a challenge in every industry.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

NobelBiz

MAY 16, 2023

Following a survey of 302 call centers around the world, Aberdeen concluded that almost two-thirds of contact centers currently use an on-premises model for their contact center technology infrastructure. By setting high standards and holding agents accountable, companies can build trust and credibility with their customers.

Contact Center 52

Contact Center Customer Service Interactive Voice Response contact center solutions 52

Lumoa

OCTOBER 31, 2018

Organizations will continue to look for more effective ways of gaining real-time customer intelligence rather than rear-view-mirror methods like surveys. Customer surveys, deep dives into customer service contacts, and conversations with key customers are great ways to fuel continuous improvement. How to overcome those challenges?

Customer Experience 64

Customer Experience Customer centricity Education Consulting 64

SmartKarrot

MAY 6, 2020

Role: Customer Success Representative Location: Boston, MA Organization: Reggora This role requires stellar technical troubleshooting, training, and account and relationship management skills to drive value outcomes and solve problems for clients. Apply here: [link] Role: Sr. Apply here: [link].

Upselling 10

Upselling Coaching Employee engagement Accountability 10

NobelBiz

MAY 16, 2023

Following a survey of 302 call centers around the world, Aberdeen concluded that almost two-thirds of contact centers currently use an on-premises model for their contact center technology infrastructure. By setting high standards and holding agents accountable, companies can build trust and credibility with their customers.

Contact Center 40

Contact Center Customer Service Interactive Voice Response contact center solutions 40

Integrity Solutions

JULY 25, 2023

A 2020 Accenture study found that fewer than 30% of people surveyed said they trusted banks “a lot” to look after their financial well-being, down from 43% just two years prior. What’s more, only 30% scored their bank’s customer service at least 9 out of 10. Considering the fact that 4.5% of all U.S.

Banking 72

Banking Coaching Sales Employee engagement 72

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