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.

Tips and Techniques for Coaching Success

Contact Center Pipeline

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.

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4 Facts That Nobody Told You About Coaching Employees

Myra Golden Media

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.

12 Tips to Find Time for Coaching

Contact Center Pipeline

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 management

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

Coaching Automated: Improving Agent Engagement Pays Off

Contact Center Pipeline

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.

How Can A Coaching Culture Attract (and Keep) Top Talent?

Integrity Solutions

A high-performance coaching culture can separate your firm from the pack and become a powerful differentiator when you’re competing for top players. How a Coaching Culture Attracts (and Keeps) Top Talent. The best players want to play for the best coaches.

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.

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.

A 3-Step Guide for Integrating Coaching into the Call Center

Contact Center Pipeline

Coaching call center coaching contact centerThere is no question that managers wield a powerful sword. In fact, 75% of voluntary turnover is attributed to poor employee-manager relationships.

The Number One Factor in Your Contact Center’s Success

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!

Save Time. Coach More.

Amplifai Coaching Category

Coaching

Why do we coach?

Amplifai Coaching Category

Coaching

Save Time. Coach More.

Amplifai Coaching Category

Coaching

Coaching Your Salespeople off Plateaus

Integrity Solutions

Here’s how coaching can help them get back on track and hit their numbers again. Coaching your people around these two areas can help them release their inner achievement drive so they can get back on track and hit their numbers again. That’s where great sales coaches come in.

How AI Can Help

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

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. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

Sales Management Coaching Skills For Growing Tech Companies

Integrity Solutions

Beyond Management 101, Sales Coaching Builds Company Culture. And there’s one specific management responsibility that can unlock all three: coaching. Why Tech Sales Managers Need To Understand Coaching. The Coaching Skills Every Tech Sales Manager Needs.

Transitioning from agent manager to coach

Tethr

But in today’s bustling work environment, supervisors are struggling to find the time needed to effectively coach staff for continual performance improvement. Coaching is more important than ever before in today’s call center environment, as calls continue to increase in complexity.

How Northridge Performance Coaching Drives Instant Results

The Northridge Group

Coaching and Training mystery shopping performance coachingConsumers are facing an explosion of choices. In the 1990s, the average grocery store carried 7,000 items. Today’s grocery stores carry 40,000 items.

Coaching is a Matter of Priorities, Not Time

Integrity Solutions

When you have the confidence, comfort level and commitment, it’s a lot easier to make coaching a priority. The session focused on Developing a Coaching Culture for Higher Performance and offered a deep dive into our new research on coaching. Establishing a Coaching Culture.

4 Strategies to Boost Agent Productivity

Speaker: Melissa Pollock, Customer Success Officer, AmplifAI

As companies continue to seek every competitive advantage available, organizations must explore new avenues for increasing productivity. With new technologies and emerging methods, managers must be both proactive and relevant in order to keep their agents engaged. This webinar will explore 4 strategies that contact center leaders can use to keep their agents and supervisors ahead of the productivity curve.

Understanding Human Behavior Styles Can Improve Sales, Coaching and Leadership

Integrity Solutions

Whether you’re a coach or a salesperson, if your communication approach is overly tilted toward your own dominant human Behavior Style, you risk ignoring or failing to connect with the other person and what they care about most. Leading, Coaching and Selling with Style.

Eliminate Your Fears And Doubts About Coaching Problem Employees

Myra Golden Media

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. Most People Get Coaching Wrong.

5 Keys to Effective Coaching

Etech

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.

4 Ways to Adapt Your Coaching Style to the Needs of Your People

Integrity Solutions

Coach accordingly… You’ve been coaching one of your salespeople and you think you’ve made good, clear points. It’s like they’re not hearing you during sales coaching sessions. If you’re a sales manager and coach, then you probably know this feeling.

What Do Your Employees Need to Provide Outstanding Customer Experiences?

Speaker: Laura Sikorski, Contact Center Consultant

Join us for an insightful webinar with Laura Sikorski where she will provide guidance on how to be sure your organization is reacting to the new digital-savvy customer. Our new world is multi-channel, omnichannel, cross-channel, and even channel-agnostic.

5 Simple Ways to Ensure the Effectiveness of Coaching

The Call Center School

From elevated productivity to increased morale, better performance, and heightened engagement, the benefits of successful call center coaching are plentiful. And yet, coaching in contact centers is often times executed ineffectively or neglected. Contact Center Coaching

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.

Remote Call Center Quality Assurance and Coaching

Voxjar

This guide will show you how to make the transition to remote call coaching and quality assurance. How to overcome the biggest challenges of remote call coaching and QA. What tools are the most effective for remote call quality assurance and coaching. Coaching.

Does Your Sales Coaching Strategy Need a Reality Check?

Integrity Solutions

To develop your sales coaching strategy, you first need to understand where your organization’s level of coaching is right now. Figuring out your sales coaching strategy has become a hot topic in business today, and for good reason. Managers decide whether or not to coach.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

implementing new coaching and training within. New Study Reveals Reliance on Too Few. Data Sources; Organizations Likely Missing. Opportunities to Meet the Real Needs of.

Top 10 Reasons Call Center Coaching Fails to Improve Customer Experience, Employee Morale, Performance and Retention

Amplifai Coaching Category

Coaching

Customers Report an Aggregate Increase of 40% More Time Spent Coaching

Amplifai Coaching Category

Coaching

Trust-Destructors: Top 5 Ways to Ruin Engagement with Your Coaching Practices - ICMI Featured Contributor Article

Amplifai Coaching Category

Coaching

Recipe for coaching agents in 30 minutes per day

SharpenCX

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.

Contact centers: The case for coaching and The Quality Conversation

Robert Davis

Let’s talk about the value of a coach in someone’s life. A coach can do that. At every level of sports, we see coaches who help the team perform and do what they can. Individuals are searching for coaches as personal trainers or as life coaches.

Coaching Your Salespeople off Plateaus

Integrity Solutions

Here’s how coaching can help them get back on track and hit their numbers again. Coaching your people around these two areas can help them release their inner achievement drive so they can get back on track and hit their numbers again. It’s your job as a coach to help them recognize their self-talk is just talk. Coach salespeople to do the activities that will drive the results they want, and reward and recognize the effort rather than the result.

Whisper Coaching to Train Remote Employees

Calltools

What is whisper coaching? In short, whisper coaching or call whispering as it is sometimes referred to is when a sales manager “whispers” in the ears of a call center agent during a call. Call coaching helps provide information to improve an agent’s ability to engage the customer.

Belief Boundaries: Coaching as a Powerful Way to Unlock Potential

Integrity Solutions

Coaching is pivotal to sales success. It’s now well-established that a strong coaching culture is something high-performing companies have in common. In study after study, coaching is shown to play a key role in driving sales performance and revenue achievement.

Contact center side-by-side coaching by Robert C. Davis and Associates: The side-by-side coaching agenda

Robert Davis

The contact center side-by-side coaching model agenda by Robert C. Remind the agent, or better yet let the agent tell you, what their commitment was from the last coaching session. Go back to side-by-side coaching and observe the agreed area of improvement.