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Conversation With the Coach

Contact Center Pipeline

The author of our “Coach’s Corner” column, along with numerous articles and participation in others, Mark provides thoughtful, in-depth observations, analysis, and advice that have been gathered from, honed on, and proven on the call floor. Mark Pereira is one of Contact Center Pipeline’s most prolific contributors. And for good reason.

Coaching 130
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From Burnout to Breakthrough: How AI is Transforming Call Center Coaching

Calabrio

AI-powered workforce management, coaching assistants, and automated feedback are transforming the industryoffering personalized coaching, optimized scheduling, and smarter workload distribution. This results in low morale, reduced productivity, and high turnover. This led to greater agent engagement, flexibility, and job satisfaction.

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23 tips, techniques & tools for effective contact center coaching

Callminer

Effective contact center coaching is key to enhancing agent performance and ensuring outstanding customer service and CX. Read this blog for insights and strategies to elevate coaching practices.

Coaching 182
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Five best practices for effective employee coaching

Callminer

Read this blog for employee coaching strategies. As we know, a happy employee is a productive employee, and part of that includes making sure they feel like they can successfully do their jobs.

Coaching 182
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Gartner® Research: Boost Customer Service Performance with Smart Coaching Tools

Preparing for impactful coaching sessions shouldn't be a bottleneck to success. Innovation Insight: Coaching Tech to Boost Customer Service Performance" from Gartner shows practical ways to turn this around. Access the complimentary research to learn how to maximize your coaching effectiveness. Read the report today!

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CallMiner Product Innovation Series: November 2023

Callminer

release, including advanced semantic search capabilities, improved user experience in Coach, and more. CallMiner's Bruce McMahon shares updates from the 2023.11

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Let’s Play 20 Customer Experience (CX) Questions – Part TWO

ShepHyken

While Im a big fan of a simple metric like NPS, when it comes to customer success and service, I coach my clients to think about TTH, as in Time to Happiness. Anything less than a consistent experience erodes confidence and trust in the company or brand. Whats your favorite metric to measure customer success?

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The Latest C2Perform Index: Key Support Trends From 100M+ Data Points

The Q1 2025 edition reveals a 153 % year‑over‑year surge in coaching sessions, a 21 % rise in eLearning completions, and early indications of improved knowledge retention and faster internal communication.

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Why the Future of QA Still Needs the Human Touch

From managing AI fatigue to improving coaching, feedback, and trust, you'll get a clear-eyed look at what works today and what to avoid. Leaders are discovering that while automation can help scale QA, it still takes human insight to make the data useful.

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How to Inspire and Empower Contact Center Agents Through Collaborative Coaching

Speaker: Kate Nasser, The People Skills Coach™

Contact center agents are people and people can grow on their own BUT great collaborative coaching truly guides agents to connect authentically to customers better and better each time. Great collaborative coaching awakens and guides an agent’s ability and choices with customers in a wide range of situations.

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Outrun Your Competition: Best Practices for Accelerating Sales Processes

Dig into our data-backed guide to learn: Proven methods for warming up cold calls Coaching points for responding to price pressure early and often Front-line examples of how to win the battle for customer retention

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60-Day Plan: Practical Upgrades for Your Remote Contact Center -- a Webinar Replay

Speaker: Roger Lee, VP Customer Success, Gridspace

Providing data-driven coaching in live calls. Streamlining agent evaluations with real-time dashboards. Authenticating customers and agents with voice biometrics. Monitoring calls for trends and KPIs in real-time.

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60-Day Plan: Practical Upgrades for Your Remote Contact Center

Speaker: Roger Lee, VP Customer Success, Gridspace

Providing data-driven coaching in live calls. Streamlining agent evaluations with real-time dashboards. Authenticating customers and agents with voice biometrics. Monitoring calls for trends and KPIs in real-time.

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How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

But Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress.

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Top Techniques for Coaching Your Contact Center Agents

Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager at SupportLogic

Traditional methods of agent coaching lack the ability to automatically analyze the unstructured data inside support interactions to identify opportunities for improvement and reward strong performance. Attendees will walk away with insight on the following: Critical components for coaching programs.