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 129

Best practices Coaching Contact Center contact center associations 129

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

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

SQM Group

JUNE 22, 2023

Supervisor storytelling coaching focuses on helping supervisors and managers improve their storytelling skills to assist them in coaching call center agents.

Call Center 69

Call Center Coaching Customer Service Management 69

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

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 110

Coaching Personalization Sales Management 110

Integrity Solutions

JUNE 13, 2023

After all, employee engagement is rooted in emotional factors, and managers, their coaching effectiveness and the coaching culture they create can make or break those emotional ties. It would follow, then, that increasing employee coaching effectiveness is one of the major tools in the toolbox to help solve these problems.

Coaching 52

Coaching Employee engagement Management Sales 52

SQM Group

MAY 25, 2023

Agent self-coaching creates ownership for improving agent performance. The more agents turn to themselves for the answers, the more self-confident they become.

Coaching 82

Coaching 82

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

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 88

Coaching Surveys Feedback 88

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 116

Coaching Sales Construction Management 116

Amplifai Coaching Category

OCTOBER 20, 2023

If you’re concerned about coaching impact and ROI, then you must master these 5 Steps to Coaching Effectiveness!‍

Coaching 52

Coaching Call Center 52

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 98

Coaching Sales Surveys Management 98

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

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

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

CSM Magazine

AUGUST 17, 2023

Many groups rely on renting private vehicles like coach buses or shuttle buses to move everyone together efficiently. While coach buses and shuttles both offer solutions for group travel, there are notable differences in terms of size, amenities, costs, and ideal use cases.

Coaching 52

Coaching Transportation Entertainment 52

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

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 63

Coaching Sales Management Employee engagement 63

CSM Magazine

OCTOBER 18, 2023

Zenarate expands its AI Coach language capabilities to 79, the most in the industry, and adds new agent feedback reporting for AI simulation training. The company’s AI Coach platform now supports 79 languages, the most options in the industry.

Coaching 59

Coaching Feedback Contact Center First call resolution 59

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 94

Coaching Contact Center Customer Service Feedback 94

JustCall

OCTOBER 15, 2023

Training and coaching are not just boxes to tick; they’re the heartbeat of employee growth and a company’s journey to success. In this blog, we’ll explore the challenges of agent training and coaching and how call recording makes a difference. year-over-year — the focus is clear.

Coaching 52

Coaching Metrics Feedback Customer Service 52

SharpenCX

SEPTEMBER 17, 2018

The key ingredient to a top-performing team of agents is an all-star coach. They’re the coaches who know that actionable and relevant feedback have a profound impact on their team, so they make it their priority. The post Recipe for coaching agents in 30 minutes per day appeared first on Sharpen Contact Center Software.

Coaching 173

Coaching Contact center software Contact Center Feedback 173

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

Tethr

MAY 28, 2023

Building a call center coaching culture is a continuous and active process. Learn how to make it work in this short breakdown.

Call Center 78

Call Center Coaching 78

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 127

Contact Center Coaching Customer Experience Customer Service 127

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

Contact Center Pipeline

MAY 16, 2019

Coaching agents is arguably the most critical responsibility for frontline contact center management. Effective coaching is known to foster agent engagement, reinforce and expand critical skillsets, boost productivity and deliver higher performance for the individual, operation and company.

Coaching 113

Coaching Contact Center Management Call Center 113