Callminer

SEPTEMBER 8, 2022

Read on for our list of five data-driven coaching strategies. Effectively utilizing data is essential to improving contact center culture and productivity.

Coaching 182

Coaching Contact Center 182

COPC

SEPTEMBER 21, 2023

Let’s start with a topic that often comes up on my assignments – coaching customer satisfaction (CSAT). It is also the most common coaching example I get when I ask to see how supervisors coach their team. So, why do we care, or what does this have to do with coaching CSAT?

Coaching 88

Coaching Contact Center Surveys Metrics 88

Call Design

NOVEMBER 17, 2020

If you want to facilitate an environment for your contact centre agents to succeed, you need to start coaching. Coaching is a great way to encourage, enable, and empower your agents to not only want to be better at their jobs but perform better. Coach contact centre agents through role-play. Make feedback palatable.

Coaching 173

Coaching Best practices Feedback Consulting 173

CX Global Media

DECEMBER 23, 2020

The post 309: Bill Eckstrom – Coaching for Leaders and Managers appeared first on Customer Experience Strategy and Tactics. From that experience, Sean was able to learn to think on what his role is as a leader and what he brings to the table when he can't tell anybody to do anything of substance.

Coaching 156

Coaching Management Engineering Customer Experience 156

Contact Center Pipeline

AUGUST 18, 2021

I’ve always known that I must listen more than I speak when coaching an agent. However, when I first became a team lead, I was always thinking about my response while the other person was speaking. The conversation running in my head kept me from actively listening to what the agent was saying, and I […].

Coaching 130

Coaching Personalization Contact Center Call Center 130

Tethr

DECEMBER 6, 2023

Learn how conversation intelligence software delivers agent performance insights to improve call center coaching.

Coaching 91

Coaching Call Center 91

Contact Center Pipeline

JUNE 22, 2017

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. […]. Let’s clarify our terms.

Coaching 219

Coaching Contact Center Call Center 219

Myra Golden Media

JANUARY 4, 2019

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. Immediate – You can’t put off coaching discussions. Consistent .

Coaching 168

Coaching Construction Feedback Contact Center 168

Myra Golden Media

JANUARY 16, 2019

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. It’s time to get over your fears about coaching.

Coaching 199

Coaching Contact Center Accountability Feedback 199

Integrity Solutions

JULY 22, 2021

When you hear the word “coach”, what comes to mind? We often associate “coach” with a sports analogy. Historically, a coach was a horse-drawn carriage that transported important people from where they were to where they wanted to be. Isn’t that what you want to do when coaching? The Business Case for Coaching.

Coaching 109

Coaching Personalization Sales Transportation 109

Integrity Solutions

AUGUST 13, 2021

Great sales team coaching takes specific knowledge and functional expertise to build a successful team. By adding Emotional and Social Intelligence to the coaching model, sales team coaches can discover amazing success. And this is particularly applicable when we’re talking about the effectiveness of team coaches.

Coaching 114

Coaching Sales Construction Accountability 114

Integrity Solutions

DECEMBER 15, 2020

Effective sales coaching yields results, and sales leaders intuitively seem to understand this. You don’t have to look far to find another article or blog post talking about the importance of coaching in the workplace. In the world of sales, coaching is seen as critical for driving growth and developing excellence within sales teams.

Coaching 96

Coaching Sales Surveys CRM 96

SQM Group

JUNE 22, 2023

Supervisor storytelling coaching focuses on helping supervisors and managers improve their storytelling skills to assist them in coaching call center agents.

Coaching 72

Coaching Call Center Customer Service Management 72

SQM Group

MAY 25, 2023

Agent self-coaching creates ownership for improving agent performance. The more agents turn to themselves for the answers, the more self-confident they become.

Coaching 86

Coaching 86

Contact Center Pipeline

AUGUST 9, 2022

A call comes into my line at 5:50 pm, just 10 minutes before the call center closes, I do my greeting, and the caller requests to change his grandmother’s health plan selection. Assuming that he is an authorized representative on file, I request the caller verify the necessary HIPAA (Health Insurance Portability and Accountability Act) […].

Coaching 147

Coaching Call Center Accountability 147

Integrity Solutions

JUNE 13, 2023

After all, employee engagement is rooted in emotional factors, and managers, their coaching effectiveness and the coaching culture they create can make or break those emotional ties. It would follow, then, that increasing employee coaching effectiveness is one of the major tools in the toolbox to help solve these problems.

Coaching 52

Coaching Employee engagement Sales Management 52

Amplifai Coaching Category

DECEMBER 1, 2023

Amplifai your call center coaching ROI with our guide on the 5 Key Steps to Coaching Effectiveness. Unlock strategies that blend people, process, and technology for transformational coaching results.

Coaching 52

Coaching Call Center Technology 52

Call Center Weekly

AUGUST 28, 2017

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? There is no simple answer, considering that most of us have been programmed since grade school to feel that coaching is a four-letter word.

Coaching 179

Coaching Call Center Management 179

Tethr

NOVEMBER 22, 2022

Are you really coaching your call center agents? Here's how to be a good call center coach. Or are you just managing performance?

Coaching 103

Coaching Call Center Management 103

Integrity Solutions

JUNE 14, 2021

Saying there’s no time for coaching or that someone has already reached their potential are just two of the prominent misconceptions around sales coaching. Whether in sports, in sales or in life, a great coach helps people reach their full potential. Sales Coaching Myths Debunked. Fact: Coaching benefits all performers.

Coaching 110

Coaching Sales Construction Management 110

The Northridge Group

OCTOBER 1, 2020

They may lack time due to competing business priorities or, perhaps, the one-on-one sessions they schedule for coaching become discussions of business issues, leaving little or no time for actual coaching. What outcomes will a strong coaching and training program deliver? Best practices for contact center coaching and training.

Coaching 128

Coaching Contact Center Best practices Management 128

Amplifai Coaching Category

MARCH 8, 2023

Examples of effective call center coaching feedback, tips and best practices for delivering feedback to agents, common coaching feedback mistakes (and how to avoid them!), and the benefits of delivering coaching feedback the RIGHT way.

Coaching 75

Coaching Feedback Call Center Best practices 75

Integrity Solutions

FEBRUARY 27, 2023

Great sales managers are required to become great coaches. In many sales organizations, managers who rise up through the ranks view themselves as “super reps”—but they would do better to become super coaches instead. At the companies that do this best, managers can spend close to 60% of their time on coaching.

Coaching 62

Coaching Sales Management Employee engagement 62

SharpenCX

SEPTEMBER 17, 2018

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 post Recipe for coaching agents in 30 minutes per day appeared first on Sharpen Contact Center Software.

Coaching 173

Coaching Contact center software Contact Center Feedback 173

Contact Center Pipeline

MAY 16, 2019

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.

Coaching 113

Coaching Contact Center Management Employee engagement 113

SQM Group

FEBRUARY 7, 2024

Coaching plans provide a framework that offers agents clarity, consistency, and opportunities to improve within their roles.

Coaching 73

Coaching 73

Contact Center Pipeline

JANUARY 20, 2016

Our coaches occupy the most critical blocks on our organizational charts. Wedged between those who set the policies for handling customers and those who carry out those policies, it is our coaches—supervisors mostly, but also trainers, QA staff and others—who translate objectives to behaviors.

Coaching 100

Coaching Calibration Contact Center Call Center 100

Tethr

FEBRUARY 3, 2020

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. But are you really coaching?

Coaching 113

Coaching Management Calibration Feedback 113

Call Center Weekly

SEPTEMBER 28, 2017

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? A good way to start the coaching relationship is to set up a team meeting and do a quick exercise.

Coaching 143

Coaching Feedback Contact Center Call Center 143

Aspect

AUGUST 28, 2017

Famed football coach Vince Lombardi once said, “Perfection is not attainable, but if we chase perfection we can catch excellence.” Nonetheless, you should never stop striving to provide your agents with all the coaching they need to stay engaged, productive and provide a superior customer experience. As such, coaching is m.

Coaching 191

Coaching Chatbots Contact Center Self service 191