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

CX Accelerator

DECEMBER 31, 2018

The specific challenge was as follows: How can we as leaders develop a healthy blend of compassion, flexibility, and empathy, while fostering the right amount of individual accountability inside of our teams? This is where I fit into the project—I facilitated each meeting as a neutral party. What a fantastic question!

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

OrecX

JANUARY 29, 2019

Coaching agents at scale is no easy feat. Between administrative tasks, meetings, and your own workload, there is little time left in the day to focus on individual agents. Instead, leaders resort to fly-by coaching, whisper/barge, and the ol’ trusty headset splitter to give agents feedback. Step 2: Put Your Team to Work.

Coaching 61

Coaching Construction Feedback Best practices 61

The Northridge Group

AUGUST 19, 2020

Let’s say you have a secure process in place, your wait times are acceptable, and you’re meeting many industry standards. Organizations that have transitioned from good to great stay away from solely coaching to the numbers and instead put more focus on improving behaviors. Clear coaching for continued development of staff.

Contact Center 145

Contact Center Coaching Call Center Wait times 145

Nicereply

FEBRUARY 13, 2023

Support is the frontline for every company, which means they’re usually the first to hear about issues, feedback, and overall sentiment. As a support manager , you get to meet many of these different types of customers, both directly and indirectly. Customer support teams interact with a lot of customers. Others, not so much.

Management 52

Management Best practices CRM Coaching 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. 2) Then you must commit to addressing all issues that don’t meet your expectations. Prepare for Coaching Conversations.

Coaching 195

Coaching Accountability Feedback Personalization 195

ChurnZero

JUNE 25, 2021

Customer Success is an emerging industry, and so it’s understandable that there’s some confusion around how it differs from the longer-standing functions of Customer Support, Account Management, and Professional Services. Customer Success vs. Account Management. Customer Success acts as a proactive coach to the customer.

Accountability 52

Accountability Customer Support Management Consulting 52

Comm100

JUNE 26, 2018

With the World Cup in full swing, now is probably the perfect time to talk about one of the essential elements of any team – the Coach. Coaches are focused on improving performance during the moment, and the skills required for an excellent coach are very distinct. This is where a coach comes into play. Coaching Skills.

Coaching 42

Coaching Feedback Morale Accountability 42

NICE inContact

NOVEMBER 23, 2015

Many agents and supervisors cringe when it is time for coaching. From an agent perspective, the coaching experience has historically been associated with a supervisor controlling a conversation; speaking to what the agent has done wrong on a call. This type of preparation is also helpful when coaching agents in the contact center.

Coaching 49

Coaching Best practices Construction Contact Center 49

Integrity Solutions

NOVEMBER 29, 2022

The responses we hear are often things like, we need to sell more, we need higher productivity, we want to increase accounts in a specific product line by a certain percentage. If feedback coming out of training is that it was a waste of time, you have everything you need to know right there. Accountability for application.

Metrics 87

Metrics Sales Coaching Accountability 87

Horizon CX

FEBRUARY 29, 2024

Too often businesses treat customers with minimum effort which comes across as perfunctory— a superficial and routine interaction that lacks genuine care, empathy, or effort to meet the individual needs and expectations of customers. Here are some strategies to consider.

Morale 52

Morale Customer centricity Upselling Feedback 52

Skybridge

MARCH 10, 2023

To uncover the capabilities needed to wow and retain your customers, reach past the quantitative accountabilities and ask each provider about their agent responsibilities, behaviors, and routines. Those teams are built and sustained by CX-savvy contact centers that know how to recruit and retain gifted supervisors and coaches.

Coaching 52

Coaching Contact Center Scripts Accountability 52

Callminer

AUGUST 1, 2017

Meet Our Panel of Contact Center Experts: . 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. They don’t do anything else except maybe monitor a few calls and give some feedback.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Integrity Solutions

AUGUST 24, 2022

The introduction of new technology and tools, combined with a shift away from face-to-face and drop-in visits to tightly planned Zoom meetings, has permanently changed the selling landscape. Most B2B buyers now want to be sold virtually ; yet most companies aren’t properly equipping their sales teams to meet these demands.

Sales 88

Sales Coaching Calibration B2B 88

Fonolo

NOVEMBER 29, 2022

Just as any great sports team is only as good as its coach, a call center team is only as good as its manager. If you haven’t clearly defined your expectations for your team, then you can’t expect agents to meet them. Write down a list of expectations you have and be sure to relay them to team members at a staff meeting.

Call Center 126

Call Center Contact Center Abandon rate Average Handle Time 126

NobelBiz

APRIL 3, 2023

Call center quality management (QM) is an essential process that helps businesses ensure their call centers are meeting customer expectations and delivering quality services. QM can help businesses ensure their call centers meet these requirements and avoid penalties and fines. Read more on What Makes a Successful Contact Center?

Quality management 52

Quality management Call Center Management Calibration 52

Blueship Call Center

OCTOBER 9, 2023

These steps, such as putting a quality assurance policy into place and seeking out candid client feedback, can assist in creating a smooth customer journey from the prospect stage through the post-sale stage. Positive reviews are produced by positive consumer feedback.

outsourcing 75

outsourcing Call Center Customer Care Coaching 75

CSM Magazine

OCTOBER 1, 2019

Meaningful meetings are possible, desirable, and should be the aim of every executive. But many people say meaningful meetings is an oxymoron, and they have a point. Research shows consistently that most meetings waste time and cost significant sums. Some studies show over 75% of meetings waste time. Targeted invitees.

Consulting 40

Consulting Consulting Morale Personalization 40

SharpenCX

AUGUST 11, 2020

Coach agents on an ongoing basis. Ongoing coaching. Ongoing coaching done right. Don’t wait until your quarterly performance review to share feedback with your agents. Instead, be proactive and share feedback whenever the need arises; these moments make for great coaching opportunities. Effective feedback.

Customer Service 67

Customer Service Coaching Education Construction 67

SharpenCX

APRIL 28, 2021

Your agent’s purpose should transcend the target of answering interactions and meeting KPIs. Coaching your team leads to better business results. But Stevie used what she learned from him to coach up and acquire funding to expand the Rosebud Motel across the nation. And, the best managers spend 75% of their time coaching.

Management 67

Management Coaching Construction Contact Center 67

Playvox

FEBRUARY 20, 2024

Leverage a Workforce Management Solution When you have a globally dispersed team, it becomes even more important to leverage a solution that accounts for differing schedules and skill sets. And, because the schedulers used different processes, it was a challenge to scale to meet the growing demands of their customer base.

Management 88

Management Gamification Calibration Quality management 88

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. Lean into your promoters and influencers.

Call Center 67

Call Center Contact Center Contact center software Coaching 67

Call Experts

OCTOBER 5, 2023

Whether it’s a contact center for doctors or accountants , these customer service hubs are not merely cost centers but vital touchpoints for building and maintaining strong customer relationships. Gathering Valuable Insights Call centers generate a wealth of data and customer feedback. Ongoing coaching and feedback mechanisms.

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

SmartKarrot

OCTOBER 10, 2023

In today’s competitive business landscape, retaining key accounts is crucial. Streamlining Quarterly Business Reviews (QBRs) with key accounts through a playbook approach not only strengthens client relationships but also fosters customer success. But doing QBR right can be tricky. There are several issues faced during QBRs.

Accountability 10

Accountability Feedback Metrics Coaching 10

The Northridge Group

NOVEMBER 9, 2022

These approaches fail to take the larger CX into account and result in missed opportunities to delight customers while improving the working experience for associates. Companies with a poor feedback management system or which stress performance metrics are seeing a trend toward service decline in associates with a long tenure.

Contact Center 104

Contact Center contact center associations Brand ambassadors Coaching 104

CSM Magazine

JULY 20, 2023

Encourage regular team meetings, virtual check-ins, and provide training on effective remote communication. Video conferencing platforms, instant messaging apps, and cloud-based document-sharing platforms enable real-time collaboration, virtual meetings, and seamless information sharing.

Accountability 40

Accountability Coaching Best practices Feedback 40

Call Experts

APRIL 8, 2024

Whether it’s a contact center for doctors or accountants , these customer service hubs are not merely cost centers but vital touchpoints for building and maintaining strong customer relationships. Gathering Valuable Insights Call centers generate a wealth of data and customer feedback. Ongoing coaching and feedback mechanisms.

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52

SharpenCX

JUNE 8, 2021

Gather feedback: Once you know how many customers have dipped and looked for other services, you need to identify why they’re leaving you. Feedback is important. It may seem obvious that your contact needs feedback to grow. But, asking for feedback is no easy task. Implementing customer feedback is part of the process.

Customer retention 76

Customer retention Coaching Employee engagement Contact Center 76

Robert Davis

APRIL 7, 2020

They need to be able to calm their fears, rebuild the trust they had, and hold them accountable for doing their best. What is done in these meetings during dificult times? Virtual Side-By-Side Coaching – This will vary by phone equipment capabilities. Can you whisper coach? The Three Cs of Virtual Coaching.

Contact Center 62

Contact Center Coaching Virtual Agent Employee engagement 62

Integrity Solutions

JUNE 23, 2022

Conduct account reviews. Salespeople need to get account reviews scheduled now , not when times get tough and the customer knows you want to sell them something. Instead, plan and prioritize accounts and prospects. It’s also likely that you have untapped opportunity to grow your reach within existing accounts.

Coaching 75

Coaching Sales Accountability Consulting 75

JustCall

MARCH 6, 2023

Encourage regular communication and collaboration To encourage regular communication and collaboration among agents for better productivity, you can implement the following strategies: Provide regular team meetings: Encourage regular meetings for team productivity where agents can discuss their progress and challenges and collaborate on solutions.

Coaching 52

Coaching Call Center Scripts Construction 52

Robert Davis

NOVEMBER 7, 2019

The key is to create sustainable change by engaging leadership at all levels to create a feedback and development loop that focuses on identifying and coaching to behaviors. Proper coaching is key to developing and retaining the right employees. Side-by-Side Coaching. Daily Team Meetings (Huddles).

Contact Center 48

Contact Center Coaching First call resolution Accountability 48

CSM Magazine

MAY 17, 2021

As already-high customer expectations continue to evolve, businesses need to pivot rapidly to meet them. Why invest in coaching agents? CSAT (customer satisfaction) and CLV (customer lifetime value) are important metrics for contact centers, and directly correlate to investment in agent coaching.

Customer Experience 59

Customer Experience Coaching Average Handle Time Contact Center 59

Totango

OCTOBER 20, 2022

CSMs act as the voice of the customer bringing user experience feedback to the product team. To this end, they should be skilled in managing business relationships, taking customer feedback, reviewing customer data, and problem-solving. Coaching and training. Coaching and Training. CSM role duties may vary by company.

Management 90

Management Upselling Coaching Best practices 90

Playvox

NOVEMBER 15, 2022

Coach And Develop Your Customer Service And Support Team. In any support center, team leaders and supervisors have an essential role to play: coaching and developing agents so that they can become even more efficient and effective. Related Article: Five Coaching Tips For Contact Center Agents that Work. Automate Reports.

Management 86

Management Schedule adherence Coaching Contact Center 86

Babelforce

JULY 28, 2022

This can be useful if you need to give an agent a quick coaching tip during a call. This can allow the supervisor to monitor performance and provide specific feedback after a call. Coaching & training. Call monitoring can be a valuable coaching and call center training tool. Agents are held accountable.

Contact Center 52

Contact Center Call Center Coaching Feedback 52

Babelforce

JULY 28, 2022

This can be useful if you need to give an agent a quick coaching tip during a call. This can allow the supervisor to monitor performance and provide specific feedback after a call. Coaching & training. Call monitoring can be a valuable coaching and call center training tool. Agents are held accountable.

Contact Center 52

Contact Center Call Center Coaching Feedback 52