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.

Penny Reynolds Leads Seminar on Supervisor Performance with Call Center Coach

Call Center Coach

Join her as she leads a seminar with Call Center Coach titled: How Do Your Call Center Supervisors Measure Up ? Jim Rembach is the President of Call Center Coach and Host of the Fast Leader Show podcast.

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.

The Residual Benefits of Working With a Call Coach

CallSource Insights

Sure, call coaches help you improve phone skills – but the lingering effects can also make it well worth your time, too. Sure, coaches will help your employees develop their abilities to set more appointments – but it doesn’t stop there. Call Coaching Call Handling Skills

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.

Top 20 Quotes for Coaching Inspiration

SharpenCX

The post Top 20 Quotes for Coaching Inspiration appeared first on Sharpen Contact Center Software. We all need a little boost of motivation when we return to our desks after a long weekend. Sometimes we only need a cup of coffee or a quick break to read our favorite blogs to get our head back.

Connecting Hiring, Training and Coaching

Brad Cleveland

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

Do Your Best Agents Still Need Coaching?

Envision

agent coaching agent performance contact centers call center quality assurance WFONo matter what type of contact center, we all have agents with different levels of tenure, skill and motivation that inevitably leads to a bell curve of agent performance and effectiveness.

Connecting Hiring, Training and Coaching

Brad Cleveland

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

A Lesson on Coaching from John Wooden

SharpenCX

I didn’t choose to highlight Coach Wooden because of that, though. The post A Lesson on Coaching from John Wooden appeared first on Sharpen Contact Center Software.

The Problem Managers Face When Coaching Their Own Employees – Pt. 2

CallSource Insights

Last week, we began talking about some issues that managers who want to coach their own employees may face. Now, let’s finish up what may be challenging for managers when trying to successfully coach their own call handlers. Call Coaching Call Handling Skills

5 Coaching Techniques That Will Move the Needle

Customer Service Life

While I’ve certainly had my share of coaching conversations in my career while working to help contact center agents improve quality and performance, it felt incredibly presumptive to position myself as the authority on the topic when I happen to work with a bunch of coaching experts here at FCR.

10 Contact Center Coaching Methods that Work

SharpenCX

Your agents quit their jobs when they don’t get the coaching they need. The post 10 Contact Center Coaching Methods that Work appeared first on Sharpen Contact Center Software.

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.

Five Stats That Prove Your Agents Need Better Coaching

Aspect

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.

The Problem Managers Face When Coaching Their Own Employees – Pt. 1

CallSource Insights

If your team is not yet giving you the results you expect, or if you want your team members to improve proficiency and performance, you should consider coaching your staff. Budget for employee training and coaching is a consideration. Overcoming Challenges for Effective Coaching.

3 Reasons a Call Coach May Be the Answer to Increase Patient Acquisition for Busy Dentists

CallSource Insights

We’ve already rounded up a few reasons how call tracking can help a dental practice , so now let’s focus on how a call coach can help with front office staff performance, and ultimately help a practice gain more patients. Use a third party call coach, of course!

4 Ways to Fit Call Coaching Into Your Front Office Staff’s Schedule (Video)

CallSource Insights

While you think about that, watch the quick video below and discover some easy tips to start implementing call coaching into your front office staff’s schedule. Call Coaching Call Handling Skills

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

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.

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®.

Key Steps to Successful Agent Coaching

inContact

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.

4 Tips to Improve Agent Coaching

Connect First

Call center supervisors juggle a multitude of responsibilities including expert service provider, coach, trainer, mentor, motivator and often times manager.

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.

All Coaching Is Not Created Equally

Robert C. Davis and Associates

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. In my situation as a triathlete and in your contact center, all coaching is not created equally. To improve I have used Masters Swimming programs, one-on-one coaches and on-line coaches who built my plan and monitored my stats. Master coaches.

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.

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 Leadership Organization and Culture Videos Brad Cleveland coaching hiring leadership training

7 Contact Center Coaching Tips to Personalize Your Agent Experience

SharpenCX

The post 7 Contact Center Coaching Tips to Personalize Your Agent Experience appeared first on Sharpen Contact Center Software. The average American works for nearly nine hours every weekday. That means people spend 37 percent of their five-day week at work.

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.

Contact Center Coaching Best Practices for Beginners

SharpenCX

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.

How can we improve our contact center coaching?

DMG

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.

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

Robert C. Davis and Associates

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. Coaching and developing agents is critical to a contact center’s success, and these activities rest on the supervisors’ shoulders. But how can supervisors coach and develop if everything is a priority. By Brad Baumunk , COO. It is hard to believe it is 2018.

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.,

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.

Delivering the optimum customer experience requires a commitment to effective coaching

Robert C. Davis and Associates

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 Coaching Can Lead to Attrition

Insite Managed Solutions

Are Supervisor Coaching Conversations Increasing Attrition in Your Call Center? One of the root causes we frequently find is around the coaching conversations supervisors have with their agents.

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.

5 data-backed strategies to improve your contact center coaching

SharpenCX

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.