Is Your Organization Ready for a Coaching Culture?

Contact Center Pipeline

Culture call center coaching culture communication contact center leadershipWhen it comes to culture, lasting change starts at the top with the leadership team.

Training vs. Coaching: Which Is Better?

Contact Center Pipeline

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. […].

Coaching? Don’t Make Your Agents Defend Stupidity

Contact Center Pipeline

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.

Create a Coaching Culture

Contact Center Pipeline

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.

5 Keys to Effective Coaching


Coaching employees is important for continuity of an organization. Are you taking time to coach the middle-level managers to be great leaders, maybe even better than you are? Business coaching leads to empowered personnel, therefore increasing their productivity.

All Coaching Is Not Created Equally

Robert Davis

Coaching is a critical part of growth in all aspects of life. For example, as an avid triathlete, I have employed various coaches over the last 10 years to improve my swimming, biking, running and overall performance. Practice with Coaching. Master coaches.

Connecting Hiring, Training and Coaching

Brad Cleveland

Call Center Contact Center Customer Service Organization and Culture Quality Management Videos Brad Cleveland coaching hiring training

Five Stats That Prove Your Agents Need Better Coaching


Famed football coach Vince Lombardi once said, “Perfection is not attainable, but if we chase perfection we can catch excellence.” Read on to see five statistics that prove your contact center must equip your agents with innovative coaching tools today. As such, coaching is m.

Purposeful Leadership Lessons From Coach Brad Stevens

Customer Experience Matters

I’m focusing on the leadership style of Brad Stevens, coach of the Boston Celtics. I’ve been a fan of Stevens since he was a coach at Butler University. To get to know him better, I read a number of his interviews, including: Talking Teamwork With Celtics Coach Brad Stevens and Angela Duckworth Brad Stevens Explained the Read More. The post Purposeful Leadership Lessons From Coach Brad Stevens appeared first on Customer Experience Matters®.

Coaching for Success: A Quick How To

Call Center Weekly

By Celia Pagliughi Let us first define who coaches are and what coaching is. W ho is a coach? It is very simple; we are all coaches. When we walk into our call centers we are all coaches. W hat do coaches do? When it comes to coaching, that is invaluable.

Connecting Hiring, Training and Coaching

Brad Cleveland

Call Center Contact Center Customer Service Organization and Culture Quality Management Videos Brad Cleveland coaching hiring quality management training

Key Steps to Successful Agent Coaching


Many agents and supervisors cringe when it is time for coaching. From an agent perspective, the coaching experience has historically been associated with a supervisor controlling a conversation; speaking to what the agent has done wrong on a call. Secluded (or Private) Coaching Area.

Want to exceed expectations in your contact center? Have your supervisors put their primary focus on coaching and development

Robert Davis

Contact Center Challenges & Priorities for 2018 by Lori Bocklund – The #1 priority is coaching and development. Contact Center Executive Priorities for 2018 by Jim Rembach – The #1 priority is coaching. But how can supervisors coach and develop if everything is a priority.

Connecting Hiring, Training and Coaching

Brad Cleveland

Call Center Contact Center Customer Service Leadership Organization and Culture Videos Brad Cleveland coaching hiring leadership training

Coaching Effectively: Curbing the ‘Principal’s Office’ Mentality

Call Center Weekly

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?

Contact Center Coaching Best Practices for Beginners


The single most important thing you can do as a contact center manager is coach your team. The post Contact Center Coaching Best Practices for Beginners appeared first on Sharpen Contact Center Software. Studies show frequent, specific feedback increases employee satisfaction, engagement, and performance. And, it creates a culture of trust company-wide. But, according to a study out of Interact, 37 percent of managers say they’re uncomfortable giving feedback, and a [.]. Read More.

Delivering world-class customer experience requires a commitment to effective coaching

Robert Davis

From my observations, contact centers delivering outstanding customer experience have one common denominator – the time and energy they put into effective first-line coaching of contact center agents! Scheduling and sticking to coaching and development.

Call Center Training Tips: 51 Expert Tips on Training Technology, Agent Onboarding, Ongoing Training & Coaching, and More


The post Call Center Training Tips: 51 Expert Tips on Training Technology, Agent Onboarding, Ongoing Training & Coaching, and More appeared first on CallMiner. Call center agent training is a continuous process; it doesn’t end once the onboarding process is complete. Call center supervisors must continue to monitor metrics, measure results, and tailor ongoing training to ensure that agents’ needs are met and that call center activity is in line with broader business objectives.

Put Me in Coach: Why Agent Training is Crucial in Your Contact Center


Love him or hate him, few football fans will contest the savvy of New England Patriots head coach Bill Belicheck. Of course, it isn’t enough to simply incorporate agent coaching and assume your employees will improve on their own.

Annette Franz Accepted into Forbes Coaches Council

CX Journey

a boutique customer experience strategy consulting firm, has been accepted into the Forbes Coaches Council, an invitation-only community for leading business and career coaches. Annette Franz, founder and CEO of CX Journey Inc.,

5 data-backed strategies to improve your contact center coaching


The post 5 data-backed strategies to improve your contact center coaching appeared first on Sharpen Contact Center Software. It’s 10 a.m., and your contact center is buzzing with phone calls. You have three agents on break, two who need to escalate cases, and a few more with a clear tone of frustration on the phone. Your agents are still taking calls and helping customers, yet you can’t help but wonder what the 2 [.]. Read More.

How can we improve our contact center coaching?


Question: How can we improve our contact center coaching? Answer: In recent years, coaching has evolved from a monthly one-on-one session between a supervisor and an agent/representative into an ongoing dialog and two-way exchange of data. Coaching can include a wide range of functions facilitated by numerous contact center and workforce optimization (WFO) applications.

Bring Quality Standards to Life with Calibration and Coaching

Brad Cleveland

It also makes coaching far easier. It allows the coaching process to focus on achievements and improvement, rather than concerns around whether scores are accurate or fair. Quality standards come to life when they guide behavior and enable us to deliver consistent high-quality service.

Mystery Call Coaching: Leveraging Measurement to Achieve Improvement

CSR Inc.

With QA, coaching and accountability are the diet and exercise. Call Center Agent Coaching ‘The more coaching, the better’ is a mantra we drive home with clients. Coaching touch points are critical to making progress.

Coach agents to create urgency not emergency when talking to customers


The post Coach agents to create urgency not emergency when talking to customers appeared first on Sharpen Contact Center Software. “Alexa, call customer service.” We live in a world where we no longer even need to pick up a cell phone or have a computer on hand to access information. We used to be astounded by the 8-second responses we had at our fingertips when we “Googled” our most pressing questions. Now, we can have [.]. Read More.

5 Strategies for Improving Call Center Coaching Sessions


When executed correctly, regular coaching sessions can inspire agents to elevate their performance to new heights. That’s why it’s so important to be as considerate and thoughtful as possible with call center coaching. While every manager has his or her own unique communication style, it’s worthwhile to take note of some successful call center coaching strategies. As we mentioned earlier, providing data to help illustrate a point can have a big impact on agent coaching.

Coaching Millennials: Different or Back to the Basics?


Ask any business owner and they’ll agree that the millennial generation (born between 1980 and 2000) is challenging organizations to redefine their values, internal processes, retention strategies and more.

3 Keys to Employee Engagement from Coach K

Beyond Morale

Have you ever stopped to ask why there are coaches and teams that are consistently at the top? I find myself looking to emulate great coaches (leaders) all of the time. Coach K is More than a Winner.

Coaching on the Positive: 3 Steps to Enhance Contact Center Performance


Do they look for any excuse to reschedule your 1:1s or coaching sessions? If you seem confused by this behavior, it may be time to look at your coaching and engagement style to help enhance your contact center performance. Do your agents scatter like ants when they see you coming?

How to Improve Your Center’s Loyalty and Retention Rates

Contact Center Pipeline

Customer Loyalty call center coaching contact center customer loyalty customer retention empathy proactive service rapportThere is no such thing as, “just an address change” or a “simple customer question.”


Sikorski's Think Abouts

What will coaching do? Modify agent behavior through coaching. This week’s question for your employees – Why do you like being coached? Correct undesirable behaviors. Improve communications skills. Increase productivity. Decrease Employee Turnover. Staff will become more engaged. Result in suggestions to improve procedures. Optimize Contact Center performance. Role of your Supervisors/Team Leaders. Must meet Objectives and KPIs. Own the quality of their team.

Hiring, Coaching and Development, and Retention Strategies to Optimize Agent Performance

Strategic Contact

Strategic Contact has facilitated an annual survey on Credit Union Contact Center best practices for the last two years. (If If you don’t have the latest results, click here!)

The Contact Center Coaching Best Practice You Aren’t Using


The post The Contact Center Coaching Best Practice You Aren’t Using appeared first on Sharpen Contact Center Software. Learn about the best practice that can improve the engagement and performance of your front-line customer service agents. [.]. Read More. Customer Experience

Unstructured Conversations In a Structured World


agent coaching agent performance contact centers call center quality assurance WFO coach Quality monitoringIs your Quality Monitoring program the right fit for the Knowledge Workers in your contact center? With advances in technology, previously disparate teams of Knowledge Workers are now often working together as part of a contact center that was traditionally comprised of the Task Worker.

Adding Fuel to the Fire

Contact Center Pipeline

Customer Service call center coaching contact center contact management customer complaints escalated callsThe idiom “add fuel to the fire” dates back to Roman times. The expression, as defined by the American Dictionary of Idioms, means to “worsen an already bad situation, as by increasing anger, hostility or passion.” Let’s face it… handling customers day after day in any contact center can yield the same inevitable and unpleasant […].

Training contact center supervisors around the internal CX is key to reducing agent attrition in tightening labor markets

Robert Davis

It’s the way their supervisors treat their agents, and the way they execute a set of proven coaching tactics, that delivered these results. The key is supervisor training – training that will create a trust-based environment by focusing on coaching and development of the team.

Making the Millennial Connection: Leading Your Agents

Contact Center Pipeline

Agent Engagement agent engagement call center coaching contact center leadership millennialsI think it’s safe to say that millennials are a force to be reckoned with. Often referred to as “Generation Disruption,” their influence on the modern workplace is hard to deny.

Bringing Quality Monitoring into the Heart of the Contact Center

Contact Center Pipeline

Quality Monitoring benchmarking call center coaching contact center QM QM performance cycle quality monitoring training

Top 5 Call Center Metrics to Improve via Live Agent Coaching


However, some of these solutions also enable live agent coaching, which can result in quantifiable performance gains, improved stats, and more satisfied customers Advances in omnichannel capabilities and deeper back-end integrations with CRM platforms and customer data can increase the complexity of an agent’s daily tasks.

CRM 48

Quality and Clarity: Passing and Receiving the Communication Baton

Contact Center Pipeline

Communication call center coaching communication contact center QM calibration quality assurance quality monitoringPassing the baton” refers to handing over a particular duty or responsibility to someone, as in a relay race.