JustCall

NOVEMBER 24, 2022

Soon after the SDRs or Sales Development Reps have done their job, AEs or Account Executives are sales professionals who are the first ones to interact with prospects. Account Executives, often called Sales Managers, are responsible for closing company sales and are directly responsible for generating revenue for your business.

Accountability 52

Accountability Calibration Sales B2B 52

ClientSuccess

OCTOBER 18, 2022

Managing customer accounts is no longer contained to spearheading implementation and being on call to help customers through issues. Here are four steps to ensure you and your CSM team nail your strategic customer meetings: Be prepared for anything. Before the meeting, provide an agenda to all participants to keep everyone on track.

Best practices 72

Best practices Upselling Coaching Accountability 72

CCNG

APRIL 19, 2023

They are a careless and lackluster team with a sarcastic coach who grows frustrated with the responsibility to produce a respectable team. Contact centers are typically composed of individual teams tasked to meet common goals determined by the organization.

Contact Center 195

Contact Center CCNG Coaching Call Center 195

JustCall

AUGUST 16, 2023

Introduction In the digital age, businesses need to meet customers on their chosen platforms. Meeting Customers Where They Are Customers today expect quick and convenient communication. JustCall’s WhatsApp Inbox allows businesses to meet this expectation by providing a seamless way to connect with customers.

CRM 52

CRM Advertising Customer centricity Coaching 52

ShepHyken

JULY 15, 2022

This week we feature an article by Michael Becker, founder of Abundance Accelerators , a growth agency for coaches. I’m in the coaching space so let me dive into what a 10x customer onboarding process may feel like. Michael Becker is the founder of the growth agency for coaches, Abundance Accelerators. No problem. Conclusion.

Coaching 325

Coaching Customer centricity Accountability Feedback 325

Tethr

MAY 19, 2020

Building a coaching culture is a continuous and active process. Coaches must lead by example, provide timely feedback specific in language and tailored to the individual, while working to improve the agent’s ability to drive positive CX outcomes. Coaching is a lot more complicated than simply managing agent performance.

Coaching 95

Coaching Feedback Best practices Accountability 95

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. Before going into a meeting with an employee, identify, and write down, what you want them to Know, Feel, and Do.

Coaching 220

Coaching Accountability Feedback Personalization 220

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

CCNG

NOVEMBER 9, 2022

Integrate holistic coaching, intelligent workflows, gamification, performance-based compensation and other capabilities to engender teamwork, accountability and collaboration. Create an environment of trust, transparency and accountability. Engage employees continuously via coaching, polls, surveys and informal check-ins.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

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

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

Calltools

MAY 27, 2020

Call scoring is like an NFL game, where your sales agents are players and you’re the coach. Like linebackers or wide receivers, each agent has a unique role to play in winning the game; you are the coach that helps your team grow and function well together. However, they need to abide by the rules and meet performance standards.

Coaching 52

Coaching Government Scripts Metrics 52

Nicereply

FEBRUARY 13, 2023

As a support manager , you get to meet many of these different types of customers, both directly and indirectly. And knowing some best practices for supporting the different types of customers you meet will make your job all the more enjoyable. Some will be a lot of fun to interact with. Others, not so much.

Management 52

Management Best practices CRM Coaching 52

SharpenCX

APRIL 29, 2020

To meet the sky-high expectations of today’s customers, agents need to be engaged at work. Apply the increase to your peak season in 2020, and you can forecast at least 2500 interactions per day (without accounting for any other business changes). Build in time for agent coaching. Coaching builds confidence in your agents.

Coaching 76

Coaching Management Contact Center Morale 76

Integrity Solutions

OCTOBER 16, 2018

To develop your sales coaching strategy, you first need to understand where your organization’s level of coaching is right now. Figuring out your sales coaching strategy has become a hot topic in business today, and for good reason. Many organizations now recognize that coaching is critical for building skills and capacity.

Coaching 52

Coaching Sales Accountability Management 52

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

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

Virtual Live Labs

SEPTEMBER 30, 2020

Leaders and employees noticed that the processes of engagement, like training and coaching, just didn’t work anymore. Yes, there are video conferencing platforms that engage employees for team meetings and coaching, but the brick-and-mortar feeling is gone. Employees have team meetings, round tables and coaching sessions.

Coaching 130

Coaching Contact Center Employee engagement Accountability 130

Virtual Live Labs

SEPTEMBER 30, 2020

Leaders and employees noticed that the processes of engagement, like training and coaching, just didn’t work anymore. Yes, there are video conferencing platforms that engage employees for team meetings and coaching, but the brick-and-mortar feeling is gone. Employees have team meetings, round tables and coaching sessions.

Coaching 130

Coaching Contact Center Employee engagement Accountability 130

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. Are salespeople using what they learned in how they prepare and conduct customer meetings? Accountability for application. Reinforcement.

Metrics 87

Metrics Sales Coaching Accountability 87

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

Calabrio

MAY 3, 2021

Leadership has certainly had its challenges this past year—as face-to-face meetings have been replaced with virtual interactions and team camaraderie turned into sending emojis over chat. Coach Izzo taught me that a player-led team is always more successful than a coach-led team,” David says. That’s why I don’t micro-manage.

Contact Center 105

Contact Center Coaching Surveys Accountability 105

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

ClearAction

MARCH 22, 2024

Wells Fargo and US Bank biz dev teams made phony customer accounts to meet their year-end bonus goal for higher number of accounts per customer than the industry average: PR nightmare, customer churn, higher customer acquisition cost, stock plunge, massive fines.

Chief Customer Officer 62

Chief Customer Officer Customer centricity Airlines Metrics 62

JustCall

MARCH 29, 2022

With new conversation intelligence tools that enable reps to be proactive and aim at growing accounts rather than just minimizing churn, they’re becoming a force to reckon with in revenue operations. . Meet the ‘Super Rep’. Super reps can predict opportunities for expanding existing accounts by listening to the voice of the customer.

Customer Experience 98

Customer Experience Upselling Coaching First call resolution 98

Call Design

JANUARY 21, 2021

While AI won’t replace the human element of your contact centre, it can be used to gather data and information that can help your management team improve daily operations and coach agents on their performance. Most of your customers will be on social media, and a lot of them are probably following your accounts. Social Media.

Upselling 167

Upselling Coaching Consulting Consulting 167

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

3CLogic

JANUARY 24, 2024

As organizations are ramping up their digital transformation strategies to meet the immediate and personalized experiences required by today’s customers, it’ s no surprise Conversational AI is emerging as the fastest-growing segment within the contact center space. The response “I’m sorry your bank account got hacked.

Contact Center 64

Contact Center Virtual Agent Self service CRM 64

CallSource Insights

JULY 15, 2019

Now, I have a lot more account management responsibilities such as onboarding accounts, following call counts, offering reporting advice, conducting system walk through calls with clients, geo-routing, time of day routing, and more things like that. I also have obtained additional role as an Admin in our Coaching department.

Coaching 40

Coaching Accountability Management 40

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

Kapta Customer Success

NOVEMBER 7, 2022

You invest tons of time and energy preparing for your quarterly business review (QBR) , then internal meetings don’t support your goals. That’s because they often devolve into pipeline reviews instead of the collaborative, strategic planning, and communication sessions they’re intended to be.

Accountability 10

Accountability Coaching Management 10

Integrity Solutions

APRIL 20, 2023

In fact, in every Integrity Coaching workshop I facilitate, I’ll ask coaches, managers and leaders this simple question: Elisa Matthews “Have you ever asked someone to try something new, clearly articulated a goal or provided training in a particular skill, and yet the person just doesn’t do it ?

Sales 71

Sales Coaching Personalization Morale 71

Integrity Solutions

JULY 20, 2021

In many ways, building sales confidence is about expanding belief boundaries, addressing some underlying perceptions and providing the type of sales training and coaching that maximizes strengths, encourages risk taking and helps your customers think differently. Confident salespeople believe in themselves. Focus on Maximizing Strengths.

Sales 126

Sales Coaching B2B Personalization 126

Voxjar

MAY 22, 2018

Ask to speak with the correct person/account holder (outbound). Account verification. Did your rep: Request account verification before offering account details. Use all required information to verify account (SSN, phone number, name, password, etc.). Follow correct procedure if account could not be verified.

Coaching 45

Coaching Scripts Calibration Telemarketing 45

Playvox

JULY 31, 2023

Much of a team leader’s time is taken away from their key role of providing coaching and development to their people when they have to get involved in manual, immediate, repetitive, and cumbersome tasks like leave approval and shift swaps. These include breaks and other activities, such as team meetings and training.

Self service 85

Self service Management Coaching Contact Center 85