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. It should not be, and will not be, a quick fix to move challenging employees to another team because that supervisor may have solid coaching or interpersonal skills.
CCNG
SEPTEMBER 17, 2020
David Reed is a customer service process and training expert focusing on helping organizations of all types improve their customer service and process efficiency. Excellence in these two areas, along with creating a positive work culture, is required to be world class at delivering your product or service.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
CCNG
NOVEMBER 8, 2023
This is how many customer service systems are designed today. You get service immediately 24/7 because a bot answers the call or text message. The bot attempts to help out and will pass the customer to a human if the conversation becomes too complex. Some people are making this argument.
CCNG
NOVEMBER 16, 2022
When most business leaders hear the term “improve customer experience,” many immediately think of investment … new systems, more customer service agents, etc. With the right approach, improved customer experience can also dramatically reduce operating costs.
Speaker: Roger Lee, VP Customer Success, Gridspace
Authenticating customers and agents with voice biometrics. Providing data-driven coaching in live calls. For many businesses, the contact center is now the primary conversational touchpoint with customers, creating extra pressure for agents to deliver exceptional customer service.
CCNG
NOVEMBER 9, 2022
For example, engagement among customer service agents is demanding due to the one-to-one nature of customer care, the continuous flow of customer interactions and the lack of physical mobility due to reliance on screen-based support systems.
CCNG
OCTOBER 12, 2022
If a leader is good at coaching, let them do the coaching piece of leadership on their team. This is also a good way for these combo team leaders to help mentor and coach their counterparts. Perhaps one leader wants to lead the coaching for the organization while the other one wants to eventually be a business analyst.
Speaker: Roger Lee, VP Customer Success, Gridspace
Authenticating customers and agents with voice biometrics. Providing data-driven coaching in live calls. For many businesses, the contact center is now the primary conversational touchpoint with customers, creating extra pressure for agents to deliver exceptional customer service.
Expert insights. Personalized for you.
195 
Let's personalize your content