Coaching Related Topics 
Contact Center Pipeline
AUGUST 9, 2022
Coaching Training & Development compliance cybersecurity HIPAA PII trainingA 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.
Callminer
JANUARY 23, 2023
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.
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Myra Golden Media
JANUARY 26, 2023
Meet with me for a 45-minute discussion on how to coach your team to be more effective with soft skills. Those with strong emotional intelligence deliver bad news confidently, control calls easily, and prevent escalation. This is why I teach empathy, connection, and listening.
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. Coaching agent development agent performance call center contact center remote agents remote coaching WAH WFH work from home work-at-hom
Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager at SupportLogic
In this presentation, we will discuss the five elements of building a real-time coaching program using AI-infused workflows that will allow managers and agents to continuously engage and drive more constructive dialogue. Sign up today!
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?
Contact Center Pipeline
JANUARY 20, 2016
Our coaches occupy the most critical blocks on our organizational charts. Wedged between those who set the policies for handling customers and those who carry out those policies, it is our coaches—supervisors mostly, but also trainers, QA staff and others—who translate objectives to behaviors. Coaching calibration call center call monitoring coaching contact center supervisor training
Contact Center Pipeline
AUGUST 18, 2021
I’ve always known that I must listen more than I speak when coaching an agent. Coaching call center agent training coaching contact center agent development listening skills
Speaker: Jim Rembach, President of Call Center Coach
Join us for this insightful webinar with Jim Rembach, President at Call Center Coach, and learn about the single most important factor in the success of your contact center!
Contact Center Pipeline
FEBRUARY 15, 2018
Culture call center coaching culture communication contact center leadershipWhen it comes to culture, lasting change starts at the top with the leadership team. Employees are ready to be engaged and empowered,” says employee and customer empowerment expert Shawn Casemore, author of The Unstoppable Organization: Empower Your People, Engage Your Customers and Grow Your Revenue. “It’s It’s the mindset shift in leadership that is the […].
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. […]. Training & Development agent development call center coaching contact center training
Contact Center Pipeline
DECEMBER 4, 2019
Technology agent engagement call center coaching contact center training workforce automation workforce optimizationWhen the topic of automation comes up, people often ask about the impact on agent engagement.
Speaker: Roger Lee, VP Customer Success, Gridspace
As a result of COVID-19, contact centers are grappling with new challenges related to a remote agent workforce: agent absenteeism, long hold times, poor home internet and audio quality, less oversight, and new security and privacy risks -- all on top of unique customer demands. During this conversation, Roger Lee, VP of Customer Success at Gridspace, will share practical tips for how software can solve these problems in less than 60 days
Integrity Solutions
OCTOBER 26, 2021
With the stakes higher than ever, organizations recognize that coaching plays a critical role in engaging employees, reducing turnover and improving overall business performance. So why are most of their coaching efforts failing? Coaching Efforts That Expand Belief Boundaries.
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. Strategies: Coach everyone.
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
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. The Sales Coaching Paradox.
Speaker: Roger Lee, VP Customer Success, Gridspace
As a result of COVID-19, contact centers are grappling with new challenges related to a remote agent workforce: agent absenteeism, long hold times, poor home internet and audio quality, less oversight, and new security and privacy risks -- all on top of unique customer demands. During this conversation, Roger Lee, VP of Customer Success at Gridspace, will share practical tips for how software can solve these problems in less than 60 days
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
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 agent development call center career path coaching contact center employee engagement performance management
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. Feedback, coaching, and discipline are to be consistent if they are to be effective in ushering in change.
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. Emotional and Social Intelligence for Sales Coaches.
Speaker: Kate Nasser, The People Skills Coach™
Collaborative coaching truly guides agents to connect authentically to customers better each time. Join Kate Nasser, The People Skills Coach™ & Author of Leading Morale to understand how call center agents get the most out of collaborative coaching.
Contact Center Pipeline
DECEMBER 12, 2018
Customer experience, employee engagement and sales results are driven by effective coaching. Coaching helps develop your agents’ skills. However, coaching needs to be done on a consistent basis. Coaching agent development call center coaching contact center time managementDone right, it also improves morale and employee retention. You wouldn’t exercise just once in a lifetime and say that you were done. The same is true […].
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? By Peg Ayers.
Amplifai Coaching Category
JANUARY 12, 2021
So what is it fundamentally that we want from coaching? What is the return on our time investment? The simplest answer is
Amplifai Coaching Category
JANUARY 12, 2021
In a conversation with a prospective customer last month, we were talking about augmenting managers' time and coaching competency and we were asked, "How do you save my team leaders time and help make them better coaches?"
Speaker: VoiceOps
Data from hundreds of thousands of hours of calls has revealed a widespread problem with behavior adherence among call center sales representatives. VoiceOps developed the Behavior Change Cycle to help companies tackle this issue head-on leveraging your own call flows and coaching teams. Access this free on-demand webinar with the VoiceOps team to get a deeper view of the Behavior Change Cycle and learn about how the VoiceOps Coaching Enablement Platform brings it to life for call center teams.
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.
CX Global Media
DECEMBER 23, 2020
The post 309: Bill Eckstrom – Coaching for Leaders and Managers appeared first on Customer Experience Strategy and Tactics. Fast Leader Podcast bill eckstrom Business coaching leadership the coaching effect
Contact Center Pipeline
AUGUST 1, 2017
Coaching call center coaching contact center motivation praise recognitionI knew I was in trouble! I was driving down the highway with my lovely wife, Jana, when we spotted a traffic jam up ahead. I suggested we stay on the highway, since it was the most direct route to our destination, and slowdowns like this usually clear up within a few miles. However, my […].
Speaker: Dave Seaton CCXP, Founder & Principal at Seaton CX
Practicing empathy is a foundation of good customer service and improves customer satisfaction. How do contact center leaders assess, manage, and coach agents to show empathy? Take away exercises and job aids to improve empathy skills starting today.
Contact Center Pipeline
FEBRUARY 8, 2018
Mention the word “coaching,” and most contact center professionals might think of the supervisor-to-agent feedback session that takes place as part of the QM process. However, many companies are now embracing an “ask, don’t tell” approach to their daily communication to stimulate creative thinking, gain buy-in and empower employees. This is the essence of a […]. Culture call center communication contact center culture empowerment
TeleDirect
OCTOBER 20, 2021
Effective Call Center Strategies | Customer Service Tips for Call Centers | Call Center Coaching from TeleDirect. In other words…it takes a great coach! But it still takes that extra push – call center coaching – to get everything on the right track.
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.
Amplifai Coaching Category
APRIL 26, 2019
Coaching
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Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!
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