Contact Center Pipeline

NOVEMBER 17, 2020

Now that call centers have transitioned to working from home, many managers and supervisors are finding coaching remotely to have its challenges. Managers often go into “survival mode” and put coaching on the back burner, or worse, turn to “command-and-control mode” in an effort to maintain business as usual.

Coaching 162

Coaching Contact Center Call Center Management 162

Callminer

SEPTEMBER 8, 2022

Read on for our list of five data-driven coaching strategies. Effectively utilizing data is essential to improving contact center culture and productivity.

Contact Center 182

Contact Center Coaching 182

Taylor Reach Group

OCTOBER 20, 2022

This can lead to coaching conversations where we spend more time talking than listening. What questions can you ask in Quality Monitoring and Coaching that will lead to greater understanding and development? Each coaching interaction is different, and some people need more specific coaching and assistance than others.

Coaching 92

Coaching Contact Center Employee engagement Consulting 92

The Northridge Group

NOVEMBER 4, 2021

Coaching contact center associates to drive a differentiated customer experience that delights customers is a tall order for their managers, who must continually strike a balance between associate development and sustained business outcomes. Highly effective coaches know that coaching to behaviors is what improves metrics!

Best practices 116

Best practices Coaching Contact Center contact center associations 116

Call Design

NOVEMBER 17, 2020

If you want to facilitate an environment for your contact centre agents to succeed, you need to start coaching. Coaching is a great way to encourage, enable, and empower your agents to not only want to be better at their jobs but perform better. Coach contact centre agents through role-play. Make feedback palatable.

Coaching 173

Coaching Feedback Best practices Metrics 173

Contact Center Pipeline

AUGUST 18, 2021

I’ve always known that I must listen more than I speak when coaching an agent. However, when I first became a team lead, I was always thinking about my response while the other person was speaking. The conversation running in my head kept me from actively listening to what the agent was saying, and I […].

Coaching 130

Coaching Personalization Contact Center Call Center 130

SQM Group

APRIL 27, 2022

SQM has developed a post-call surveying Voice of Customer feedback approach for agent STAR coaching that can be used for a single call or a monthly post-call survey coaching session.

Coaching 97

Coaching Surveys Feedback 97

Amplifai Coaching Category

MARCH 8, 2023

Examples of effective call center coaching feedback, tips and best practices for delivering feedback to agents, common coaching feedback mistakes (and how to avoid them!), and the benefits of delivering coaching feedback the RIGHT way.

Call Center 75

Call Center Coaching Feedback Best practices 75

CX Global Media

DECEMBER 23, 2020

The post 309: Bill Eckstrom – Coaching for Leaders and Managers appeared first on Customer Experience Strategy and Tactics. From that experience, Sean was able to learn to think on what his role is as a leader and what he brings to the table when he can't tell anybody to do anything of substance.

Coaching 156

Coaching Management Customer Experience Engineering 156

Integrity Solutions

FEBRUARY 27, 2023

Great sales managers are required to become great coaches. In many sales organizations, managers who rise up through the ranks view themselves as “super reps”—but they would do better to become super coaches instead. At the companies that do this best, managers can spend close to 60% of their time on coaching.

Coaching 61

Coaching Sales Management Employee engagement 61

Integrity Solutions

JULY 22, 2021

When you hear the word “coach”, what comes to mind? We often associate “coach” with a sports analogy. Historically, a coach was a horse-drawn carriage that transported important people from where they were to where they wanted to be. Isn’t that what you want to do when coaching? The Business Case for Coaching.

Coaching 109

Coaching Personalization Sales Management 109

Tethr

NOVEMBER 22, 2022

Are you really coaching your call center agents? Here's how to be a good call center coach. Or are you just managing performance?

Call Center 103

Call Center Coaching Management 103

Contact Center Pipeline

JUNE 22, 2017

Training and coaching are two different approaches, but people often use the words interchangeably—and even worse, they use the tactics interchangeably. To coach is to help the learner use those tools to achieve maximum effectiveness. […]. Let’s clarify our terms.

Coaching 219

Coaching Contact Center Call Center 219

Integrity Solutions

AUGUST 13, 2021

Great sales team coaching takes specific knowledge and functional expertise to build a successful team. By adding Emotional and Social Intelligence to the coaching model, sales team coaches can discover amazing success. And this is particularly applicable when we’re talking about the effectiveness of team coaches.

Coaching 115

Coaching Sales Construction Management 115

Contact Center Pipeline

AUGUST 9, 2022

A call comes into my line at 5:50 pm, just 10 minutes before the call center closes, I do my greeting, and the caller requests to change his grandmother’s health plan selection. Assuming that he is an authorized representative on file, I request the caller verify the necessary HIPAA (Health Insurance Portability and Accountability Act) […].

Coaching 147

Coaching Call Center Accountability 147

Tethr

FEBRUARY 3, 2020

But in today’s bustling work environment, supervisors are struggling to find the time needed to effectively coach staff for continual performance improvement. Coaching is more important than ever before in today’s call center environment, as calls continue to increase in complexity. But are you really coaching?

Coaching 149

Coaching Management Feedback Calibration 149

Myra Golden Media

JANUARY 16, 2019

One of the things I’m working on for you in 2019 is giving you tools to help you coach your employees and hold them accountable, so they’re positioned to deliver the best possible customer experience. Eliminate Your Fears and Doubts About Coaching. It’s time to get over your fears about coaching.

Coaching 199

Coaching Customer Experience Contact Center Customer Service 199

Myra Golden Media

JANUARY 4, 2019

We coach employees to make them better, and to correct unacceptable performance. In both cases, there are four things you, as a “coach” must do to make coaching bring out behavioral change. The Four Things Coaching Must Be. Immediate – You can’t put off coaching discussions. Consistent .

Coaching 168

Coaching Feedback Construction Contact Center 168

CX Global Media

OCTOBER 10, 2018

Join her as she leads a seminar with Call Center Coach titled: How Do Your Call Center Supervisors Measure Up ? Jim Rembach is the President of Call Center Coach and Host of the Fast Leader Show podcast. Penny Reynolds Leads Seminar on Supervisor Performance with Call Center Coach – Click to Tweet. Please Share.

Call Center 263

Call Center Coaching Contact Center call center professionals 263

Integrity Solutions

DECEMBER 15, 2020

Effective sales coaching yields results, and sales leaders intuitively seem to understand this. You don’t have to look far to find another article or blog post talking about the importance of coaching in the workplace. In the world of sales, coaching is seen as critical for driving growth and developing excellence within sales teams.

Coaching 96

Coaching Sales Surveys Management 96

Playvox

JULY 12, 2022

It takes work on their part and on yours, but CSRs can learn to write better if you coach them properly, and if they take your coaching seriously. How Should You Coach to Improve CSRs’ Writing Skills? For coaching to work, it has to be frequent, consistent, focused, and brief.

Coaching 92

Coaching Contact Center Customer Service Feedback 92

CSM Magazine

APRIL 24, 2023

A life coach is a person who, based on a person’s current life situation and values, helps create direction and guide them on their way of meeting positive goals in their personal and professional life. In fact, there are around 23,823 life coaches in the US alone. In fact, there are around 23,823 life coaches in the US alone.

Coaching 52

Coaching Personalization Management Technology 52

SQM Group

MAY 30, 2022

Using post-call customer survey data and feedback is a best practice for coaching agents to improve or provide great customer service.

Coaching 86

Coaching Surveys Best practices Customer Service 86

Integrity Solutions

JUNE 14, 2021

Saying there’s no time for coaching or that someone has already reached their potential are just two of the prominent misconceptions around sales coaching. Whether in sports, in sales or in life, a great coach helps people reach their full potential. Sales Coaching Myths Debunked. Fact: Coaching benefits all performers.

Coaching 111

Coaching Sales Management Personalization 111

Amplifai Coaching Category

APRIL 7, 2023

Invest in your coaching program. This infographic shows 7 ways good coaching can positively impact your ROI. Is your call center trying to save money?

Contact Center 52

Contact Center Coaching Call Center 52

Playvox

JUNE 10, 2022

Coaching your contact center agents on their performance can either fill everyone with dread or be a productive activity that you and your agents look forward to. Either way, it needs to be done, and arming yourself with a full set of coaching tips for contact center agents will ensure the sessions are productive.

Contact Center 84

Contact Center Coaching Average Handle Time Customer Experience 84

CSM Magazine

APRIL 20, 2023

Zenarate, the leading Simulation Training solution, today announced that Startek, a global customer experience (CX) solutions provider, is using its AI Coach to provide immersive training to its contact center teams. Zenarate AI Coach is the “flight simulator” for customer and prospect engagement.

Coaching 59

Coaching Contact Center Customer Experience Telecommunications 59

The Northridge Group

OCTOBER 1, 2020

They may lack time due to competing business priorities or, perhaps, the one-on-one sessions they schedule for coaching become discussions of business issues, leaving little or no time for actual coaching. What outcomes will a strong coaching and training program deliver? Best practices for contact center coaching and training.

Contact Center 124

Contact Center Coaching Customer Experience Customer Service 124

Balto

FEBRUARY 20, 2023

Myth: Call coaching software is only helpful for onboarding new agents. Fact: 61% of tenured agents use call coaching software and those who do have higher job satisfaction and other success metrics across the board. How Does Call Coaching Software Help New Agents? How Does Call Coaching Software Help Tenured Agents?

Coaching 52

Coaching Contact Center Average Handle Time Gamification 52

Call Center Weekly

AUGUST 28, 2017

The coaching session has yet to even begin and their defenses are already up. How can you effectively coach when an employee is focused on defending themselves and not in the most receptive state? There is no simple answer, considering that most of us have been programmed since grade school to feel that coaching is a four-letter word.

Coaching 179

Coaching Call Center Management 179