AskNicely

NOVEMBER 20, 2018

Based on feedback and scores received, agents can be identified for coaching opportunities or recognized for outstanding service. Download the full case study to find out how Debitsuccess achieved all of the above and more with Net Promoter Score. They use this data to set employee KPIs around their scores. What happened next?

Chief Customer Officer 60

Chief Customer Officer Feedback Coaching Call Center 60

CCNG

JUNE 8, 2022

Video communication training systems for front-line agent training, meetings, and one-on-one coaching ? ? ?Due Many of our clients and other contact center enterprises are embracing video capabilities for their agents for new-hire on-boarding, platform training, mentoring, coaching, and more. ? ? That’s so 2019… ? ?Many

Contact Center 195

Contact Center CCNG Gamification Coaching 195

CX Global Media

AUGUST 1, 2019

Jim Rembach : Hey, this is Jim with the Fast Leader Show and Call Center Coach and I’m here at Customer Contact Week with my good buddy Ken Goldberg of amplifAI , it was really good to see here. Recently one of our BPO customers did a case study. And so, with all that coaching it sort of drives the work flow.

Contact Center 229

Contact Center Coaching Average Handle Time Metrics 229

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

BlueOcean

DECEMBER 8, 2020

This national sports association leads the US in governing and promoting one of the nation’s well-loved sports, including its annual pro championships, community involvement and coaching programs, charitable initiatives, and more. In the downloadable case study, discover how we: Pivoted to 100% remote recruiting, onboarding, and training.

Customer Care 62

Customer Care outsourcing Government Coaching 62

Beyond Morale

OCTOBER 16, 2012

Have you ever stopped to ask why there are coaches and teams that are consistently at the top? I find myself looking to emulate great coaches (leaders) all of the time. There surely is a long list of winners to study. Coach K is More than a Winner. You FAIL without FUNDAMENTALS.

Employee engagement 66

Employee engagement Coaching Surveys 66

CX Accelerator

DECEMBER 31, 2018

Other Actions: Coach your leaders to use the leadership behaviors you'd like to see, taking care to model how you want them to coach their direct reports.Ask your leaders to emulate the service vision when working with employees. From Jeremy Hyde: How do your leaders calibrate on what they “coach” on and how/when they approach it?

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Uniphore

JULY 10, 2021

Brian publishes quarterly “executive market studies,” featuring pointed analysis of research findings, industry trends, case studies and new technologies. He also enjoys delivering on-site customer experience training and consulting for Fortune 500 organizations. Kumaran Shanmuhan Global Head of Solutions Jacada.

Call Center 89

Call Center Contact Center Consulting Consulting 89

TechSee

APRIL 24, 2023

At TechSee, our customer onboarding program includes robust training for trainers and at times, the initial rollout teams, as well as follow-up coaching to training and adoption leaders in order to ensure optimal impact. Foster a Culture of Continuous Learning Today’s agents are being asked to carry more than ever before.

Average Handle Time 109

Average Handle Time Best practices First call resolution Coaching 109

Vistio

FEBRUARY 5, 2024

The Dynamic Duo: ServiceSim and AgentHub To optimize the impact of call center training, Vistio integrates ServiceSim with AgentHub, a comprehensive platform designed for coaching and performance management. It provides real-time performance analytics, coaching modules, and personalized action plans.

Call Center 52

Call Center Healthcare Government Coaching 52

Interaction Metrics

JANUARY 26, 2024

Case Study Explored: Martha and Jason dissect a distribution company that sought to improve its inside sales customer service. ” Jason: “I know you did workshops, and you did some individual coaching. How did they react to coaching and scrutiny?” What was the reaction?

Call Center 62

Call Center Metrics Coaching Surveys 62

Fonolo

JANUARY 31, 2023

Simply put, 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. Mentoring or coaching With the right guidance, there’s always an opportunity for one-on-one learning, which can be very effective. What is Call Center Training?

Call Center 141

Call Center Contact Center Coaching Gamification 141

Integrity Solutions

SEPTEMBER 23, 2021

Value is not about understanding the history of their firm, getting descriptions of the solutions being proposed, or reviewing case studies and testimonials. Do you have the leadership and coaching skills and commitment to support the shift to value based selling? The Right Commitment. The Right Support.

Coaching 72

Coaching Sales Employee engagement Customer Care 72

Balto

NOVEMBER 2, 2023

Technology can also help contact centers guide and coach agents by easily identifying their strengths and weaknesses. Balto also helps you address the challenges newcomers face when doing their jobs with AI-powered alerts and coaching. minutes, thanks to Balto’s AI-powered, real-time guidance for agents.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

Balto

DECEMBER 16, 2022

Many contact centers have incorporated AI tools to help shape the future of their organizations; AI can provide representatives with real-time guidance and coaching while on customer calls. If you’d like additional information, we’ve assembled a resource hub packed with helpful e-books, case studies, and other blog articles.

Contact Center 52

Contact Center Agent Empowerment Self service Scripts 52

Noble Systems

JULY 30, 2019

Increased Coaching Efficiency: Having a centralized platform for monitoring gamified debt collections makes it easier for supervisors to coach their agents. If you want to learn more about how this BPO used Noble Gamification to significantly improve engagement, productivity, and coaching, check out the full case study.

Gamification 53

Gamification Automotive Coaching Morale 53

NobelBiz

OCTOBER 31, 2023

If you want to level up your call center game, don’t miss this episode with Michael Tamer, the Contact Center Coach. We dive deep into frontline leadership, innovative coaching techniques, and training strategies that can take your team’s performance to new heights. Tune in now and supercharge your call center training!

Customer Support 105

Customer Support Contact center software Call Center Analytics 105

Noble Systems

FEBRUARY 26, 2019

Compliant storage to improve agent coaching. If you want to learn more about how Hair Club is putting Noble Systems solutions to work, check out the full case study. Augmenting the systems with new features and increased automation can enable: Skills-based routing on inbound calls. Improved targeting for outbound calls.

Contact Center 66

Contact Center Advertising Scripts Call Center 66

Balto

OCTOBER 20, 2022

Based on the data received from the QA program, you’ll be able to coach and train agents to work towards this business goal and others important to your organization. By doing so, personalized coaching plans can be created for underperformers and top performers to highlight their strengths and weaknesses.

Best practices 52

Best practices Call Center Gamification Coaching 52

Balto

MAY 10, 2022

The teams were given product information, case studies, and customer insights to better understand the industry, craft pitch decks, and accurately represent Balto’s brand and solutions. “We Read the Conversation Excellence Lab’s most recent report on the state of contact center attrition in 2022. Founded in 2017 and based in St.

Sales 52

Sales Contact Center SaaS Coaching 52

C Space

OCTOBER 22, 2020

When these research leads are less experienced, equip and coach them to defend insights in the room, or risk being relegated to validators. Develop cross functional project teams where research/insights leads are embedded into holistic projects , not just parts and pieces. Tech and Tools. Skillsoft: Adapting the Perspectives Event.

Coaching 52

Coaching Management Customer Experience 52

CX Global Media

FEBRUARY 26, 2019

If you’re a solution provider that has solutions that are used on the frontline or improvise the performance of the frontline, then I’d like to give you the opportunity to put forward your solution or case study to present at the event. The post CALL FOR SPEAKERS – Contact Center Virtual Summit appeared first on Call Center Coach.

Contact Center 56

Contact Center Coaching Employee engagement Call Center 56

Balto

DECEMBER 5, 2022

Simply put, contact center software is designed to allow call centers in the healthcare space to run more efficiently by streamlining processes like coaching, training, and quality assurance. As we mentioned earlier, some software uses the power of AI to automate coaching, QA, and guidance. What is Healthcare Call Center Software?

call center software 52

call center software Healthcare Call Center Contact center software 52

JustCall

MARCH 21, 2022

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. For every prospect based on the need, stage of the prospect, and the use-case, there will be a different sales pitch. Sales Training Program: Week 2.

Sales 52

Sales Coaching Scripts CRM 52

ChurnZero

NOVEMBER 29, 2022

This made it difficult to find referenceable customers to speak at events or provide case studies. To build customer trust, coach your team to be consistent in how they respond to and communicate with customers on all subjects. There were also a number of customers who turned us into shelfware or essentially churned.

Scripts 98

Scripts Sales Customer centricity Coaching 98

Integrity Solutions

AUGUST 9, 2023

Make the ROI case for change. Go beyond sharing cookie-cutter case studies which, let’s be honest, are essentially just a check-the-box exercise that shows the buyer they’re not your first customer and you’ve helped other companies like them. Coach your salespeople see themselves as a value creator.

Sales 73

Sales Coaching Accountability Personalization 73

NobelBiz

FEBRUARY 27, 2024

This not only helps in ensuring compliance with protocols but also provides opportunities for coaching and feedback based on actual performance. These tools enable real-time feedback and coaching, ensuring that agents adhere to quality standards and continuously improve their interaction skills.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

Hodusoft

JULY 19, 2023

Call Monitoring and Whisper Coaching: Managers or supervisors can listen to live calls to monitor agent performance and provide real-time guidance through Whisper Coaching. Real-time dashboards help supervisors monitor operations and make data-driven decisions.

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98

Balto

NOVEMBER 2, 2022

Management activities include training, coaching, onboarding, scheduling, forecasting, and more. During training and coaching sessions, you can share the lessons you learned of where things worked well or could have been better to help lead your team through tough challenges. Balto Real-Time Coaching Reports.

Call Center 52

Call Center Management Average Handle Time Gamification 52

JustCall

MARCH 28, 2023

Using online surveys, questionnaires, target market studies, and methodical research involving case studies, you can easily find out: What are these personas looking for? Proper coaching and mentoring from expert and experienced mentors can go a long way in terms of adding much-needed relevant inputs to a sales pitch.

Sales 52

Sales Coaching Feedback Surveys 52

delighted

MAY 24, 2017

They can amplify your strengths, drive referrals, coach new users, and even help guide the product roadmap. Have them participate in a case study. Consider asking them to participate in a case study. Case studies provide social proof and instill trust in prospective customers. Reach out to them.

B2B 74

B2B Feedback Coaching Enterprise 74

Amplifai Coaching Category

JANUARY 12, 2021

Leaders learned from leaders in exceptional keynotes, case studies, and panel events that broadened our perspectives and gave us hope for how we could further transform our operations to deliver on customer-centric visions!

Customer centricity 52

Customer centricity 52

Global Response

JULY 23, 2023

Our world-class employees receive the best-in-class training and coaching so they can eat, sleep, and breathe your brand. Case Studies: Companies That Overcame Their Fears and Thrived At Global Response, we work with clients who have high-profile brands and a strong image and customer experience.

Call Center 62

Call Center outsourcing Bilingual agents Service level 62

aircall

OCTOBER 25, 2018

In order to meet the needs of those sophisticated prospects, sales teams need to be trained, coached, and armed with compelling enablement content for each deal stage. For example, a case study produced with curious prospects in mind could also be useful for training a new salesperson on product features and benefits.

Sales 75

Sales B2B Outbound sales SaaS 75

Quality Contact Solutions

JULY 19, 2018

Here are a few examples of current B2B outbound, inbound and multi-channel call center client programs: Healthcare Industry Case Study. Compliance Publishing Industry Case Study. In addition, the team has 3 full-time supervisors that coach, develop, and provide feedback to the team on a daily basis.

Telemarketing 63

Telemarketing Inbound sales Outbound sales outsourcing 63

CSM Magazine

AUGUST 25, 2020

This is the thing we need to push back against – the traits that every revolutionary and lauded industry leader, who has a series of attributed quotes and case studies to their name – is the complacency they resist each day. But this is exactly what we need to do.

Customer centricity 52

Customer centricity Coaching Consulting Consulting 52

Andrew Mcfarland

SEPTEMBER 24, 2022

She is an experienced business strategist and coach with over 30 years of experience in the field. His courses are interactive and fun and include plenty of case studies. This is an essential component of business development, and this course teaches you how to use strategic planning to make a business successful.

Finance 48

Finance Coaching Management Marketing 48