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.

Connecting Hiring, Training and Coaching

Brad Cleveland

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

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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 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?

Connecting Hiring, Training and Coaching

Brad Cleveland

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

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

Aspect

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.

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.

5 Strategies for Improving Call Center Coaching Sessions

inContact

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.

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.”

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

inContact

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?

BLOG – SIKORSKI’S THINK ABOUTS – QUALITY ASSURANCE PROGRAM – COACHING

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.

Coaching Millennials: Different or Back to the Basics?

Envision

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.

Top 5 Posts in August

Contact Center Pipeline

One of our most popular authors, Mike Aoki, contributed a compelling post on focusing coaching efforts on future improvements rather than past mistakes. Featured call center career development coaching contact center employee engagement leadership millennials

The 4 Steps to Replacing a Stale Coaching Program

Contact Center Pipeline

As I travel and speak with contact center leaders around the world, a very vocal set of customers tell me that their call recording and coaching programs have gone stale.

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

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.

12 Critical Questions for Call Center Agent Engagement

Win the Customer

Call Center Coaching Culture Customer Service Management Leadership Based on 25 years of research done by Gallup polls, the book "First Break All of the Rules" shares the following 12 questions that are key in keeping your talented employees.

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

Callminer

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.

RCDA drives KPI achievement through call flow enhancement and agent and leadership development

Robert Davis

Our success has provided a solid foundation, giving our company the reputation for being one of the best full-service training, coaching and facilitation consultancies in the marketplace. Retention – Deployed an updated retention call flow and coaching model.

The Conflicting Nature of Customer Service

Win the Customer

Call Center Coaching Customer Service Bad service happens because there’s an inherent disconnect between the expectations of the customer and the demands of the call center.

Making the Millennial Connection: Culture

Contact Center Pipeline

Agent Engagement agent engagement call center career development coaching Collaboration contact center culture millennials

How to Utilize Your Agents in the Age of Automation

Aspect

Agent Experience English/US agent coaching agent experience agent experience survey AI automation chatbots machine learning

Trust is Important in the Contact Center

Call Center Weekly

As agents get developed, whether it be through coaching, training, or one-on-one conversations, leadership is offered the opportunity to strengthen the bonds of trust between them. By Celia Thomas To aid and ensure contact center agents are successful, leadership must support and values them.

Wow With Experience When Service Mistakes Happen

Win the Customer

Call Center Coaching Communication Customer Experience Customer Service It’s inevitable. Mistakes will happen. Things break, systems go down, people fail. But these tough moments don’t have to be disastrous, mistakes present an opportunity to create a memorable experience.

What Do Your Employees Know About Customer Experience?

CX Journey

coaching customer experience employee experience employees training Image courtesy of xianrendujia What do your employees know about customer experience? I''ve been talking about the importance of employees to the customer experience since my days at J.D.

Improve Contact Center Performance with Call Recording Software and Transcription

SharpenCX

Coaching is important, but it takes time. Pairing transcription with call recordings saves valuable time, and makes for more effective coaching. [.]. Read More.

How to Create Your Punch List for Quick CX Wins

360Connext

This can be done through executive coaching, workshops, or as part of a more intensive Customer Experience Investigation™ program. Get in touch to schedule a coaching session with Jeannie or create a program that fits your situation.

Getting Everyone on the Same #CX Page

CX Journey

brand promise coaching customer experience employee experience journey map leadership training values visionImage courtesy of sandy_water How do we ensure that everyone in the organization is on the same page when it comes to customer experience?

BLOG – SIKORSKI’S THINK ABOUTS – QUALITY ASSURANCE PROGRAM: MEASUREMENT PROCESS

Sikorski's Think Abouts

Provides: “On the spot” coaching and guidance. The measurement process should take into account all customer interactions – Voice, Email, Chat, Social Media, ++. Side-By-Side Monitoring. Sitting next to the Agent & “Double Jacking” into the telephone set.

You don’t have to do it alone (the value of asking for the right help)

Robert Davis

Lastly, seek help from a coach or consultant in your field. By Lisa Pustelak , RCDA Senior Consultant. It’s the last day of the month, and as a bonus, it’s also the end of the quarter.

Natural Language Understanding for Quality Management and Business Insight in Contact Centers

Bright Pattern

In contact center quality management, detecting which calls need a coach’s attention typically requires listening to a seemingly empirical selection of calls, which is not very productive.

How Dumb is it for Your Supervisors to Support Agents?

Call Center Coach

Their primary role was to coach and develop, not to merely answer questions. With the hand raising feature of CaféX’s Supervisor Assist, contact centers can more easily enable live coaching and on-the-job training to elevate agent skillsets. appeared first on Call Center Coach.

5 Helpful Contact Center Tools for Managers

inContact

Knowing this information can help you be prepared with better training and coaching that reflects your center’s needs. Having insight into your agents’ performance helps contact center managers understand which agents need coaching and training. Implementing a QM solution enables organizations to train and coach their agents on a regular basis, since the managers are more educated about agents who are performing well and those who may need a little guidance.

Are There Hidden Weeds In Your Customer Service Garden?

Win the Customer

Coaching Customer Experience Customer Service Management That’s one big weed! I used to work in the horticulture department of a small city. My team was in charge of a specific area and we worked hard to make sure flower beds, medians, shrubbery, trees, and parks looked their best.

What is REALLY happening on your contact center floor?

Robert Davis

Have you observed first-hand how much coaching your team leaders are doing? Ask yourself, “When is the last time I sat in on a coaching session, listened to calls from several agents or sat in on a training session for my front line?” Observe multiple coaching sessions. Coaching is typically not done consistently let alone effectively. In most cases they haven’t been taught how to coach effectively. By Lisa Pustelak , RCDA Senior Consultant.

4 Reasons Your Quality Management Stinks

Customer Centric Support

According to the “Best Practices in Quality Monitoring and Coaching” whitepaper by Dr. Jon Anton and Anita Rockwell agents expressed these feelings in regards to a poorly implemented QM process: I am being policed. Alternatively, when QM programs were implemented well agents experienced the following: I respect my coach and appreciate it when she shows me examples of ways to do things better. QM is all about coaching and enhancing behaviors.

Common Causes of Turnover

Brad Cleveland

Common Causes of Turnover

Brad Cleveland

The Most Important Question Customer Service Isn’t Asking and Why It Means Everything to Customers

Win the Customer

Coaching Communication Customer Service Working together with a customer, means being concerned about how you’re helping the customer succeed in getting what they need. This should always take precedence over workflows and metrics.

BLOG – SIKORSKI’S THINK ABOUTS – QA PROGRAM: FORMAL MONITORING POLICY

Sikorski's Think Abouts

Business Management Business Operations Call Center Operations Call Center Technology Contact Center Operations contact center technology Coaching Company Standards Compliance performance guidelines QA Quality Analysts Quality Assurance Quality Management Quality Monitoring Sikorski's Think AboutsA formal policy should be in place and detail: Performance Guidelines. Tools and Measurements. How reviews and scores will be communicated.