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

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 52

Coaching Sales Management Surveys 52

CCNG

APRIL 20, 2022

For example, a digitized agent coaching system enables team leaders to document their support interactions with agents and simultaneously capture key metrics about every touchpoint relevant to their routine. In the digitized coaching scenario, agents can rate the value of support delivered by their supervisors in real time.

Customer Experience 195

Customer Experience CCNG Analytics Gamification 195

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

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 43

Coaching Feedback Morale Accountability 43

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

Toister Performance Solutions

MARCH 2, 2023

A worldwide survey of contact center agents revealed 59 percent are at risk of burnout, including 28 percent who face a severe burnout risk. Agent burnout can lead to: Poor customer service Chronic absenteeism Turnover The survey investigated what factors made agents more at risk of burning out, and what factors made them more resilient.

Contact Center 102

Contact Center Agent burnout Surveys Accountability 102

COPC

OCTOBER 24, 2023

In last month’s article , we looked at how coaching customer satisfaction (CSAT) to a number may lead to wasted time and effort, employee dissatisfaction, and difficulty improving CSAT results. The more of these we correctly account for, the more predictive our model becomes and the more confident we can be about the probable outcomes.

Metrics 94

Metrics Coaching Average Handle Time Consulting 94

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. Accountability for application. Are our sales managers coaching? Is the coaching perceived as valuable by the sales team? Reinforcement.

Metrics 87

Metrics Sales Coaching Accountability 87

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

Noble Systems

JANUARY 12, 2018

Regardless if your call center is focused on collections, revenue recovery, sales or customer service it’s likely you have had coaching sessions with agents and thought afterward, “ok, we are good now, they get it”, only to realize 2 days later that the symptoms are back. Score Cards Directly Tied to Coaching.

Coaching 40

Coaching Call Center Gamification Feedback 40

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

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. . They can minimize churn, grow accounts and also offer subject matter expertise instead of always being in ‘fire fighting’ mode.

Customer Experience 98

Customer Experience Upselling Coaching First call resolution 98

Tethr

FEBRUARY 8, 2021

We’ve all tried to solve for this in one way or another over the years, incorporating solutions like post-call surveys, real-time agent scoring (ouch!), Many QA questions, ratings, and surveys are, historically, very binary. Emphasis On Accountability. and reviewing a small sample of calls each month—all with varied results.

Call Center 117

Call Center Coaching Surveys Accountability 117

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

CCNG

OCTOBER 6, 2020

While working remotely, I have been in online meetings where people are missing because they failed to take time zone differences into account. The survey results were clear: the team experienced greater focus, higher engagement, and more satisfaction overall.

CCNG 195

CCNG outsourcing Surveys Coaching 195

The Northridge Group

JULY 20, 2023

Additionally, in the recent 2023 State of CX report conducted by The Northridge Group , survey responses revealed that while nearly 50% of consumers had knowingly spoken to a customer service associate working from home, almost 75% of those respondents felt the associate’s location did not impact the resolution of their issue.

Contact Center 121

Contact Center Abandon rate contact center associations Metrics 121

Fonolo

OCTOBER 4, 2022

Picture this: Y ou’re the coach of a soccer team. 86% of people surveyed said they would pay more if that price tag came with exceptional customer service. Start with a self-assessment survey for employees, with questions that help to determine where their specialties lie. Skills-based call routing sounds super technical!

First call resolution 87

First call resolution Contact Center Interactive Voice Response Wait times 87

3CLogic

JANUARY 24, 2024

It can further assist supervisors with AI Coaching and sentiment analysis to generate intelligent insights and reporting at scale, ultimately creating high-performing agents and improving the customer experience (CX). Thanks to these insights, AI Coaching and personalized performance plans can seamlessly be delivered to the agent.

Contact Center 64

Contact Center Virtual Agent Self service CRM 64

Tethr

FEBRUARY 17, 2020

Every single interaction, whether it be a recorded call of chat interaction, is taken into account so that all encounters can be scored for effort. As Tethr yields a 100 percent response rate, the need to burden customers with post-call surveys is lifted. . TEI is the market’s first machine-based effort measure.

Coaching 94

Coaching Call Center Surveys Accountability 94

Integrity Solutions

JANUARY 29, 2019

The best sales leaders know that sales coaching is an investment of time that ultimately creates time on the back end. Firms that coach their salespeople effectively rack up 9% higher sales than the rest. What’s more, the ones that are ineffective at coaching fall 6% below the average when it comes to achieving sales objectives.

Sales 77

Sales Coaching Accountability Management 77

ShepHyken

DECEMBER 14, 2018

In our latest market research on cyber security , the majority of CX practitioners surveyed understood that secure data is a chief expectation among customers, with over 54 percent stating that it is “very important”. While useful, this often does not take into account the specific risks faced by an individual organization.

Customer Experience 257

Customer Experience Government Coaching Customer retention 257

Callminer

JULY 30, 2018

Today, CallMiner published the CallMiner Index – a survey report that reveals a switching epidemic that is costing British businesses at least £25 billion a year. Discounts offered to new customers are not automatically applied to your account (39%). And most of the reasons are completely avoidable. suppliers per person).

Coaching 174

Coaching Best practices Analytics Surveys 174

Integrity Solutions

NOVEMBER 23, 2020

Our surveys and discussions with business and development leaders over the years have turned up a number of barriers that can make it difficult to get traction and build momentum. Customer-centric thinking is, as the name implies, taking the customer’s needs into account first. What Is Customer-Centric Thinking?

Customer centricity 127

Customer centricity Coaching Finance Sales 127

CSM Magazine

MAY 8, 2024

In fact, a recent survey by Metrigy found that more than 80% of companies are increasing their AI spending in 2024; the top reason, cited by 75.4% Of course, cost is a critical concern in the contact center, where labor costs account for up to 70% of total costs. of those companies, is that they recognize the efficiencies AI brings.

Customer Service 52

Customer Service Contact Center outsourcing Coaching 52

SharpenCX

JANUARY 27, 2021

But don’t let these scripts replace any coaching methods or strategies you have in place (your agents aren’t robots!). Since your question is about billing, I’ll connect you with someone in the accounting department.”. “Do Read Next] Get real about coaching your agents for every customer scenario. Do you mind waiting a moment?

Scripts 67

Scripts Coaching Surveys Accountability 67

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

Horizon CX

FEBRUARY 29, 2024

Lack of Supervision and Accountability : In environments where there is insufficient supervision and accountability, employees may not feel motivated to deliver their best efforts in serving customers. Solicit feedback from customers through surveys and other feedback mechanisms to gauge satisfaction and identify areas for improvement.

Morale 52

Morale Customer centricity Upselling Feedback 52

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. FACT: According to Zippia, only 48% of employees surveyed believe their company’s leadership abilities are “high-quality”. Determine what your employees think of your leadership skills with an anonymous survey.

Call Center 126

Call Center Contact Center Abandon rate Average Handle Time 126

ChurnZero

JANUARY 10, 2023

The CSM career path expands with the advent of senior-level individual contributor roles and player-coach roles. Additionally, we have seen an increase in companies asking individuals to manage a team as well as hold one or two large strategic accounts, creating a player-coach role. Last year, 63.3%

Coaching 52

Coaching Benchmark Consulting Consulting 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

NOVEMBER 5, 2020

And for each, I’ve offered some DIY advice as well as some perspective on how Tethr can help: Understand where your customers’ effort is coming from Find out what’s making the job hard for your employees Immediately start training and coaching customer service reps on experience engineering techniques. So, no more small samples or bias.

Customer effort 62

Customer effort Coaching Surveys Engineering 62

Call Design

JULY 6, 2021

A common grade of service is 70% in 20 seconds however service level goals should take into account corporate objectives, market position, caller captivity, customer perceptions of the company, benchmarking surveys and what your competitors are doing. First Contact Resolution. Advisor Satisfaction.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

Balto

AUGUST 10, 2022

The Conversation Excellence Lab surveyed over 360 contact center executives about their budgeting plans. We surveyed 361 executives across the United States. For the purpose of this survey, we defined executives as Directors, Vice Presidents, Presidents, and C-Suite Executives. Demographics. It’s All About Perception….

Contact Center 52

Contact Center Real estate Telecommunications Coaching 52

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. What are QBRs? But doing QBR right can be tricky.

Accountability 10

Accountability Feedback Metrics Coaching 10

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