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

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 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.

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.

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.

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.

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.

Do Your Best Agents Still Need Coaching?


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.

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.

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


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.

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.

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.

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


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?

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.


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.

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.

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.

5 Ways to Get More Out of Your Agent Training

Contact Center Pipeline

Training & Development agent training call center coaching contact center learning & developmentWhen trying to meet and improve service level agreements, reviewing agents’ performance and providing adequate training is imperative for success.

Findings from the Frontline Supervisor Survey

Contact Center Pipeline

Supervisor Development agent coaching call center contact center quality monitoring supervisor training team meetingsI’ve always maintained that the frontline supervisor is the most critical role in a contact center.

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.

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

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

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.

Making the Millennial Connection: Culture

Contact Center Pipeline

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

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.

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.


Fix the Biggest "Leaks" In Your Customer Experience


agent coaching agent performance contact centers call center quality assurance WFO coach Quality monitoring speech analytics CXRecently I ordered a product online. The experience was safe, easy, price competitive and the item wa s de livered right to my door step. It occurred to me how many things had to go right to create this great custo mer experi ence. Their website had to function well in various browsers. Their payment portal had to work properly.

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.

How to Utilize Your Agents in the Age of Automation


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

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.

Welcome to 2018! A Groundswell Is Rising. Are You Ready?

Contact Center Pipeline

During the evening gala, my colleague Matthew Storm went on stage to accept the award and gave the following statement: “The era of clunky call recording, bad coaching and crappy scheduling is over.”

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.

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?