CallSource Insights

NOVEMBER 16, 2018

Implementing CallSource call coaching improved new employees’ onboarding experience, creates a culture of transparency, accountability, and acts as a motivational tool to improve career skills. The implementation of the call coaching program was well-received by current and new Customer Communication Specialists.

Coaching 56

Coaching Advertising Scripts Call Center 56

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.

Scripts 128

Scripts Coaching Call Center Accountability 128

Voxjar

MAY 22, 2018

Did your rep: Follow the greeting script. Ask to speak with the correct person/account holder (outbound). Account verification. Did your rep: Request account verification before offering account details. Did your rep: Request account verification before offering account details. Script Adherence.

Coaching 45

Coaching Scripts Calibration Telemarketing 45

Steve DiGioia

SEPTEMBER 12, 2016

Read this script and memorize each line. They must follow a script – not “scripted” words but scripted actions designed to produce the best product or service. They guide you through your actions, coach you when you stumble and give praise when rewards are due. What makes him tick? Let’s do it again.

Management 214

Management Scripts Coaching Accountability 214

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

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. Good scripting can lessen the amount of decision making, but another way to counteract.

Call Center 182

Call Center Management Scripts Coaching 182

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

DMG Consulting

AUGUST 10, 2023

Based on real-time data analysis, agents are presented with callouts, pop-up boxes, scripts, or step-by-step instructions that provide the most appropriate action to take/optimal offer to make, etc. In other cases, next-best-action recommendations are used to ensure agents know the correct things to say at the right times.

Upselling 48

Upselling Scripts Average Handle Time Coaching 48

Callminer

JUNE 3, 2019

It also removes the potential for any internal bias, offering both agents and managers the peace-of-mind they need to ensure they’re holding each other accountable. These situations put your employees at a high risk to not correctly solve a customer inquiry—something that simply can’t be resolved with a script.

Best practices 140

Best practices Average Handle Time Analytics Coaching 140

Tethr

JUNE 1, 2020

Start holding agents accountable for customer experience by aligning agent performance with business outcomes. Typical scorecard metrics—did the agent use the proper greeting, say the customer’s name three times, thank them for their loyalty, follow compliance scripts, etc.

Metrics 75

Metrics Scripts Coaching Accountability 75

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. Don’t leave it sitting around to gather dust.

Call Center 67

Call Center Contact Center Contact center software Coaching 67

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

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 62

Contact Center Coaching Scripts Management 62

Tethr

JUNE 30, 2020

Hold your agents accountable for CX by getting down to the bottom of those high-effort customer experiences. Typical scorecard metrics—did the agent use the proper greeting, say the customer’s name three times, thank them for their loyalty, follow compliance scripts, etc.—might Stop forgetting the customer in QA measurement.

Customer effort 66

Customer effort Scripts Coaching Metrics 66

Call Experts

APRIL 8, 2024

Effective Feedback and Coaching: Regular feedback and coaching sessions help agents identify areas for improvement and refine their communication and problem-solving abilities. Adherence to Policies: They follow company policies, procedures, and scripts to ensure consistency and compliance.

Call Center 52

Call Center Average Handle Time Coaching Metrics 52

Customers That Stick

OCTOBER 2, 2014

Kate Nasser, The People Skills Coach™ , is a smart, energizing, experienced speaker, coach, and workshop leader. The most challenging people skill to learn and use seems to be replacing defensive reactions with simple accountability. To engage Kate Nasser’s keynotes, workshops, and coaching, visit her blog.

Coaching 152

Coaching Government Scripts Employee engagement 152

Horizon CX

FEBRUARY 29, 2024

When employees are not equipped with the necessary skills, knowledge, and resources to deliver exceptional service, they may resort to following rote procedures or scripts without genuinely engaging with customers. By addressing these underlying factors, businesses can create an environment where genuine care and exceptional service flourish.

Morale 52

Morale Customer centricity Upselling Feedback 52

CSM Magazine

MAY 17, 2021

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. Coaching agents to perform better therefore has a knock-on effect to reducing customer effort, and that improves their overall experience.

Customer Experience 59

Customer Experience Coaching Average Handle Time Contact Center 59

Toister Performance Solutions

FEBRUARY 20, 2020

But that would require me to create an account, remember a password, and click through a bunch of options each time I wanted to place an order. Most of the time, I find myself endlessly repeating my account information. Contact center leaders should monitor all channels, coach agents on their performance, and identify trends.

Social media contact 111

Social media contact Contact Center Scripts Accountability 111

Tethr

JULY 21, 2020

Using Tethr’s Agent Impact Score (AIS), businesses can start connecting agent quality to effort reduction, while holding agents accountable for customer experience. They also discovered that it drives more constructive and results-driven coaching enabling them to be better equipped to measure agent performance in their company.

Coaching 71

Coaching Construction Upselling Scripts 71

Satrix Solutions

JANUARY 29, 2021

Coaching your CS team to approach these conversations with an open mind will go far in strengthening the closed loop process, but also help instill the customer-centric themes within the CS team, and allow them to build stronger relationships with their customers. It means one thing follows the other, therefore it was caused by the other.

Scripts 78

Scripts Surveys Feedback Customer centricity 78

JustCall

MARCH 21, 2022

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. With coaching insights on every call, you can identify patterns and pinpoint strengths and weaknesses to sales reps and give them personalized training based on improvement areas.

Sales 52

Sales Coaching Scripts CRM 52

Integrity Solutions

FEBRUARY 15, 2019

We know they’re getting training and being held accountable to meeting minimum activity levels. Whether it’s keeping employees engaged and motivated or coaching agents to meet important goals related to conversion and cross-selling, managers are the key. And too many managers are struggling.

Contact Center 78

Contact Center Coaching Employee engagement Scripts 78

SharpenCX

FEBRUARY 24, 2023

For example: Use your highest performing agents to “buddy up” and coach their peers. Develop a resource library for your agents with training materials, sample scripts, and more. Training needs to be ongoing and can be done in a variety of ways. Create healthy competition with a leader board or performance tiles.

Banking 76

Banking Personalization Customer Experience Chatbots 76

JustCall

MARCH 13, 2020

Cold Call Scripting . This is why the practice of preparing cold call scripts comes in handy. Mapping out a cold call script helps sales reps deal with prospects more confidently. A half-baked, raw sales script is not going to cut the deal. Train your sales representatives on how to frame scripts accordingly.

Sales 72

Sales Scripts Coaching CRM 72

Call Experts

OCTOBER 19, 2023

Effective Feedback and Coaching: Regular feedback and coaching sessions help agents identify areas for improvement and refine their communication and problem-solving abilities. Adherence to Policies: They follow company policies, procedures, and scripts to ensure consistency and compliance.

Call Center 59

Call Center Average Handle Time Coaching Metrics 59

Expivia

APRIL 1, 2021

We have many clients that have differing views on this so we have been using both models for many years and layer them on top of one another to create an overarching QA plan that takes into account the associate and program health. Live monitoring from your supervisors and/or your QA areas is like in-game coaching.

Quality management 52

Quality management Call Center Management Coaching 52

Integrity Solutions

MAY 24, 2023

When participants leave sales training, there must be a structured follow-up process that ensures: Accountability for real-world application Repetition Feedback on progress Positive reinforcement and supportive coaching For sales training and skills to turn into a way of doing business, they have to be hard-wired into the culture.

Sales 52

Sales Coaching Accountability Personalization 52

Integrity Solutions

OCTOBER 27, 2021

They don’t want ten minutes of on-hold music only to hear canned, scripted responses that ignore their real issues and needs. An effective customer service training program will take into account the process, skills, behaviors, attitudes and values that are required to consistently deliver amazing customer experiences. Really heard.

Customer Service 67

Customer Service Coaching Banking First call resolution 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. Ongoing coaching and feedback mechanisms. Tools and resources to help agents succeed include knowledge bases and scripts.

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

JustCall

MARCH 10, 2023

From Intelligent IVR that pre-screens calls and handles low-hanging customer queries to live agent coaching with call whispering and barging – technology is making call center call flow a piece of cake. Follow a Script When you think of it, call flows are like decision trees. Every call is a roll of the dice.

Call flow 40

Call flow Contact Center Scripts Interactive Voice Response 40

Tethr

JANUARY 30, 2020

Script adherence Proper greeting Required closing Compliance (proper authentication, retrieval of account number, disclosure statement) Skills & behaviors (professionalism, empathy, subject matter expertise, confidence, friendliness). Here are some points they are ticking off their boxes. Stop entertaining a broken system.

Call Center 82

Call Center Scripts Average Handle Time Entertainment 82

SharpenCX

JUNE 22, 2021

They also encourage self-coaching. Read Next]: 6 Support Scripts you Should Have in your Internal Knowledge Base to Guide Any Customer Conversation. It gives you first-hand accounts to show new hires how they should (and shouldn’t) act in certain customer scenarios. More autonomy is a good thing in the call center.

Call Center 67

Call Center Coaching Analytics Employee engagement 67

Customer Relationship Metrics

JULY 26, 2017

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?”. She states that if you believe people need to be held accountable, what is YOUR underlying belief? Why is that? Ownership.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

Customer Service Life

MARCH 6, 2019

Representative : That’s because you probably created a second account when you were signing up and there’s a conflict that needs to be resolved. Evaluate call scripting. Even in the least scripted contact center environments, there will be some general guideline for how to answer the phone. Thanks for calling.

Scripts 92

Scripts Contact Center Coaching Metrics 92

Call Experts

JULY 27, 2023

Quality Assurance Score : Measures agents’ adherence to protocols, scripts, and average call center and operational efficiency metrics. Call centers can handle account inquiries, transaction disputes, fraud prevention, loan applications, and policy clarifications. What Industries Benefit Most from Call Centers?

Call Center 52

Call Center Customer Service Multichannel Abandon rate 52

Noble Systems

MAY 11, 2021

ASR and custom rules that monitor legal compliance and script adherence enable companies to identify non-compliant language and interactions missing the necessary disclosures. This helps management train and coach to ultimately mitigate compliance risk. Mitigate compliance issues and legal risk.

Analytics 52

Analytics Interactive Voice Response Coaching Self service 52