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. One of the best tools I have seen and used for call centers is improv training…”.

Call Center 182

Call Center Management Scripts Coaching 182

NobelBiz

FEBRUARY 15, 2023

This article decodes the function and best practices for call calibration. This workshop brings together at the same table the management of the contact center and the ordering client. Call calibration sessions are a good way to get feedback that can be used to improve things.

Calibration 52

Calibration Call Center Call Logging Quality management 52

NobelBiz

JULY 31, 2023

This can guide training modules for agents, infrastructure upgrades, and even feedback to the product or service teams about prevalent issues. Feedback Loops By understanding patterns from the queue – such as common reasons for call drop-offs or peak call times – businesses can initiate feedback mechanisms.

Wait times 52

Wait times Telecommunications Call Center CRM 52

NobelBiz

JUNE 19, 2023

This enables them to identify areas for improvement and provide timely feedback and coaching to agents. This process helps in identifying areas of improvement and facilitating effective coaching. Equip them with the necessary skills to monitor calls, identify problems, and provide effective coaching.

Call Center 52

Call Center Coaching Contact Center Metrics 52

Balto

NOVEMBER 28, 2023

Quality management typically requires the use of quality monitoring tools, as well as measuring relevant metrics and collecting customer feedback. Not to mention, capturing the areas where your agents fall short helps you create personalized coaching sessions for them. Not to mention, customer surveys tend to be skewed.

Quality management 52

Quality management Call Center Management Contact Center 52

Balto

SEPTEMBER 7, 2023

You’ll also be able to identify the strengths and weaknesses of your sales agents to create personalized coaching sessions. What’s more, conversation intelligence provides your agents with real-time assistance during calls, offering on-the-job coaching that drives revenue.

Sales 52

Sales Coaching Analytics CRM 52

NobelBiz

APRIL 18, 2023

The customer satisfaction score aims to get feedback on specific topics such as products or services, quality of interactions with call center agents or after-sales support, purchase procedures, customer experience impression, etc. You can learn more about call center gamification in this workshop episode. Click here to tune in.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

SharpenCX

MAY 16, 2022

7 Best Practices for Running an Effective Outbound Contact Center. Let’s explore best practices for helping your agents experience successful calls and provide a memorable experience. Whether an agent is a naturally gifted speaker or someone who needs more coaching and guidance, everyone needs a solid script.

Contact Center 67

Contact Center Scripts Call Center call center software 67

GetFeedback

AUGUST 14, 2019

Invite them into the feedback loop by sharing the complaints and comments they hear from customers. For more on collecting and taking action on customer feedback, check out our free Voice of the Customer (VoC) guide. You can ask customers to provide feedback on their satisfaction along their journey. Goal 2: Coach employees.

Metrics 109

Metrics Journey mapping Surveys Feedback 109

JustCall

MARCH 9, 2023

That said, remember that the end goal is to improve your employee’s understanding of the internal company policies, best practices, and product-related information through customized learning. A knowledge base comes in handy if your workforce is dispersed across the globe and your company engages in remote working.

Call Center 52

Call Center call center software Construction Best practices 52

Taylor Reach Group

MARCH 20, 2020

Offer free or subsidized clinical screenings for depression from a qualified mental health professional, followed by directed feedback and clinical referral when appropriate. Provide free or subsidized lifestyle coaching, counseling, or self-management programs.

Contact Center 105

Contact Center Consulting Consulting Coaching 105

Kayako

AUGUST 27, 2015

There’s no way that alone can prepare a support rep to perform at their best. Support reps need a systematic way to put theory to practice. So give them what they really want: immediate and actionable feedback. These are methods worth highlighting: Hold team workshops and role playing sessions.

Customer Support 94

Customer Support Coaching Feedback Engineering 94

Lumoa

FEBRUARY 20, 2018

Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing and acting on the customer feedback, you’ll be able to start taking the customer experience in control. How to analyze customer feedback in different languages?

Customer Experience 150

Customer Experience Customer centricity Feedback Metrics 150

JustCall

SEPTEMBER 5, 2023

After all,evaluations not only identify coaching needs but also help them set clear expectations and strategically assign projects. Review agent performance against goals Conduct frequent assessments, sp agents can receive timely feedback on their performance, and make necessary adjustments and improve their strategies.

Real estate 52

Real estate Construction Feedback Morale 52

ChurnZero

JANUARY 4, 2024

New technologies, best practices, and strategies, combined with an industry-wide drive for sustainable, profitable growth, have made CS teams the revenue-building stars of every SaaS organization. “I’m calling it now,” says CS management coach Ryan Johansen. It’s an exciting time to be in customer success.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

ClearAction

OCTOBER 10, 2017

While rare in today’s mainstream customer experience management practices, VMware’s approach is shared by several other companies. These firms comprised the best-practice profile in the four-year study conducted by ClearAction. Note: systemic means holistic, whereas systematic means step-by-step.

B2B 83

B2B Customer Experience Customer advocacy Best practices 83

ChurnZero

MARCH 3, 2020

Conferences, forums, and workshops are a great way to brush up on your skills, learn new ones and hear from thought leaders and experts in your industry. This event takes a unique approach to getting your hands dirty, with workshop components like no other. Pulse Date: May 13 – 14 2020 Location: San Francisco, CA.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

JustCall

MARCH 28, 2023

Observe and listen to the teams Take the time to listen to the experiences, challenges, and feedback of sales and customer support agents. This can include conducting trials and demos, seeking feedback from team members, and comparing features and pricing.

Morale 52

Morale Sales Feedback Construction 52

SmartKarrot

FEBRUARY 2, 2022

Provide feedback to the Product Team to help improve platform offerings. Educate customers on the Dover product and coach them through their recruiting efforts. Interface with the customer-facing team to guide product decisions and priorities based on customer feedback. Build playbooks and best practices to help us scale.

Feedback 19

Feedback Coaching Education Best practices 19

Fonolo

JUNE 17, 2015

Call center training is any course, seminar, video, coaching session or other activity that teaches the skills and behavior required for success in a call center. Call Center Training Best Practice. This includes workshops and group activities too — and we’d encourage you to incorporate these as much as possible!

Call Center 96

Call Center Gamification Coaching Contact Center 96

Netomi

JANUARY 5, 2022

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. He also led the creation and updating of many of Forrester’s customer experience evaluation methodologies and training workshops.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

CX Journey

JUNE 20, 2019

Despite the confidence and eloquence of a growing number of Agile Coaches and Scrum Masters, best practice for business teams is still not proven. Data and Analytics leaders can feel under pressure to learn a whole raft of new terms and practices. I’ve shared a series on how to run an insight generation workshop.

Analytics 55

Analytics Coaching Feedback Best practices 55

NobelBiz

JUNE 5, 2023

If you want to learn more about all the best practices with training and staffing for contact centers, we encourage you to watch one of our latest webinars on this very topic: Contact Center Staffing in a Remote World: Most effective strategies for recruiting, retention, and motivation of Contact Center employees.

Call Center 52

Call Center Scripts CRM Contact Center 52

CX Journey

JUNE 20, 2019

Despite the confidence and eloquence of a growing number of Agile Coaches and Scrum Masters, best practice for business teams is still not proven. Data and Analytics leaders can feel under pressure to learn a whole raft of new terms and practices. I’ve shared a series on how to run an insight generation workshop.

Analytics 32

Analytics Coaching Feedback Best practices 32

SmartKarrot

APRIL 15, 2021

Provide meaningful feedback regarding new reports, updates or tools needed for client success. Provide feedback to engineering and product teams on product gaps and areas of improvements. Conduct workshops, product demos, trainings, business reviews and proactively suggest solutions to common customer challenges.

Engineering 10

Engineering Accountability Coaching Best practices 10

SmartKarrot

MAY 10, 2021

Identify product feedback from customers, spotting trends and surfacing to help shape the product roadmap. Lead structured Success Meetings to show customers where they currently stand and provide confident, clear success goals and next steps for them to grow their usage and value towards best practice.

Best practices 10

Best practices Enterprise B2B Metrics 10

SmartKarrot

JULY 19, 2022

Role: Director of Client Success Location: Tampa, FL, US (On-site) Organization: MiSource As a Director of Client Success, you will manage a team of Account Managers to provide leadership, training, and coaching. Coach Account Managers on best communication practices relating to each client.

Coaching 3

Coaching Accountability Education Best practices 3

SmartKarrot

SEPTEMBER 6, 2022

Role: Director, Customer Success Location: Remote, NAMER, US Organization: SecurityScorecard As a Director of Customer Success, you will hire, train, coach, develop and lead a team of customer success managers in enabling the customers to reach maximum value. Being the main point of contact between the company and the clients.

Coaching 19

Coaching Best practices Feedback Accountability 19