Beyond Philosophy

MARCH 28, 2019

Managing our risk aversion and the risk aversion of our customers is a significant part of providing an excellent Customer Experience. Luckily, there are a few ways to manage uncertainty—and its related risk. Many years ago, I attended the Confederation of British Industries (CBI) conference in London. 38 seconds.

Management 359

Management Consulting Consulting Benchmark 359

Voxjar

APRIL 9, 2020

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. 3: Delivering QA and Coaching Feedback from Home. You’ll learn.

Coaching 52

Coaching Call Center Analytics contact center workforce 52

Integrity Solutions

NOVEMBER 14, 2018

When you have the confidence, comfort level and commitment, it’s a lot easier to make coaching a priority. A few weeks ago, we had the opportunity to present a session at the HCI Learning & Leadership Development Conference with Sharon Stahr, Chief Communications Officer at Cobalt Credit Union. Establishing a Coaching Culture.

Coaching 73

Coaching Management Sales Accountability 73

Callminer

APRIL 21, 2020

The role of a call center manager is complex and challenging. Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. Ben Winter.

Call Center 182

Call Center Management Scripts Coaching 182

ChurnZero

MARCH 3, 2020

Top 10 Must Attend Conferences in 2020 for Customer Success Professionals. I’m not talking about a vacation (although those days off are also oh so very important) but I’m talking about, stepping out of the office for a day or two to attend a conference. SaaStock North America Date: June 22-24, 2020 Location: San Francisco.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

ProProfs Blog

MAY 6, 2020

Though there is nothing wrong with the rise in the popularity of remote working, managing remote teams makes the job of a manager challenging. But then again, is managing remote teams similar across various departments? What makes managing a remote customer service team so daunting? How Do You Motivate a Remote Team?

Management 162

Management Customer Service Best practices Entertainment 162

Customer Service Life

JUNE 26, 2017

I had a fantastic time at the 2017 Contact Center Expo and Conference in Orlando, Florida. I’ve attended a few of these conferences and this year’s lineup of keynote speakers was among the best. Chip Bell did a fantastic job of wrapping up the conference and inspiring us to deliver a customer experience that sparkles.

Contact Center 68

Contact Center Journey mapping Entertainment Chatbots 68

CX Accelerator

NOVEMBER 26, 2021

No two sites were the same and I became an expert in a variety of different parking management tools. I am very thankful for all I learned from him, and thankful to call him my friend, mentor and coach! - Ben Motteram. Ryan recently left Verint, where he served for more than a decade as SVP Marketing. Dan Brown. Erica Mancuso.

Healthcare 182

Healthcare Coaching Surveys Marketing 182

CX Accelerator

NOVEMBER 26, 2021

No two sites were the same and I became an expert in a variety of different parking management tools. I am very thankful for all I learned from him, and thankful to call him my friend, mentor and coach! - Ben Motteram. Ryan recently left Verint, where he served for more than a decade as SVP Marketing. Dan Brown. Erica Mancuso.

Healthcare 182

Healthcare Coaching Surveys Marketing 182

CSM Magazine

OCTOBER 6, 2021

Calabrio , the customer experience intelligence company, spotlighted the winners of its analytics competition and ONE Awards during its annual customer conference, Calabrio Customer Connect (C3). This year, Calabrio is focusing sessions on the Connected Workforce and for the second year in a row, C3 is being held as a virtual event.

Analytics 52

Analytics Interactive Voice Response Average Handle Time Employee engagement 52

Playvox

JUNE 24, 2019

Creating coaching sessions is an ideal way to help drive your employees to a better standard of performance at their desks: no need to pull them away from their work for a face-to-face meeting in a stuffy conference room; no need to disrupt their schedule for longer than is absolutely necessary.

Coaching 41

Coaching Customer Experience Management 41

Playvox

OCTOBER 6, 2021

Now that we have an overview of the perspectives that will shape our workforce in the next three years, here are four tips to help you successfully manage a multi-generational contact center team. Training, tools, and coaching are elements that each contact center agent needs, regardless of generation. Be a top-down manager.

Contact Center 75

Contact Center Management Surveys Coaching 75

ShepHyken

NOVEMBER 25, 2016

In the hotel handbook I noticed a letter from the Hotel Manager saying their “customer service policy is to do everything they can to maintain the relationship with that guest long after they leave.”. So, ten days later the clicker arrived, together with a conference tote bag I had thrown out in the trash… as well as a $50.00

Morale 276

Morale Coaching Customer Service Customer Experience 276

CX Global Media

JULY 12, 2019

Beyond a Conference to On-demand Learning. The Contact Center Virtual Summit has the benefits of a conference, integrated into your day because it converts from conference into an on-demand learning portal. The CCVS Playbook and Planner helps you get the most out of this modern contact center conference. Consolidated.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

SharpenCX

FEBRUARY 18, 2020

Between meetings with other managers and department heads, you barely have time to answer all the mentions on Slack. But, as a contact center manager, the stakes of your own role are high. Download Now: Grow your management and coaching techniques with 29 key takeaways from your call center manager playbook.

Call Center 84

Call Center Coaching Management Contact Center 84

Integrity Solutions

AUGUST 24, 2022

What they don’t always recognize is that it’s something that can be developed through effective training and coaching. These and other alignment checks should be part of the ongoing performance strategies of the sales manager and coach. Are our sales managers building the bridge?

Sales 88

Sales Coaching Calibration B2B 88

CSM Magazine

JANUARY 20, 2020

Good managers are different from other bosses. A key attribute about good managers is that they talk differently than their colleagues, and that adds to our sense of empowerment. 10 Phrases from Good Managers. Good managers do this concisely but with passion, not matter what the work is. Plus, they think bigger.

Management 52

Management Coaching Morale Employee engagement 52

Beyond Philosophy

OCTOBER 20, 2022

First, he discovered a company through shared interests, conferences, and research articles, called NICE Enlighten AI CX Program, which he covers in the book. However, we believe that human managers who use AI will replace those who don’t. One of their clients was a big US bank. ” We believe that AI is the future.

Banking 195

Banking Contact Center Coaching Self service 195

Contact Center Geek

MARCH 22, 2019

Of course, she is given training on how to approve time sheets, how to score a call, and, so very often, how to run reports, but she never gets training on how to actually manage her team members. Nearly every time I talk with other contact center leaders the subject of manager training comes up. Familiar story, right?

Management 48

Management Coaching Contact Center Schedule adherence 48

ShepHyken

FEBRUARY 9, 2018

Some key sales technology to consider are: Customer Relationship Management (CRM) software – this allows you to track and manage your customers as they move through the sales funnel. Web Conference Software – This tool allows you to give product demos, connect with people anywhere, record conversations, and share screens.

Customer Service 386

Customer Service Morale Sales Coaching 386

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Paul Husar, Senior Call Center Manager at LG Electronics. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Beyond Philosophy

NOVEMBER 11, 2014

Here are some great examples from different environments of working with natural tendencies to achieve a desired outcome: An American football coach named Tony Dungy propelled one of the worst teams in the NFL to the Super Bowl by focusing on how his players habitually reacted to on-field cues.

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

CX Global Media

JULY 8, 2019

Conference Coverts to On-demand Learning. Because of our education opportunity, I team up with virtual summit producer Abraham Venismach to create the first online contact center industry conference that converts to an on-demand learning system. Harris Country Manager Brazil With Allergan PLC, Author. I’m looking forward to it!

Contact Center 120

Contact Center Education Coaching B2B 120

Callminer

JUNE 21, 2017

Over the years, call centers have seen the development of numerous industry-specific training tools and coaching practices. There are a number of tried and tested training methods managers can rely upon. Some managers might organize weekly or monthly meetings, based on preference. The most efficient call center training methods.

Best practices 174

Best practices Call Center Morale Coaching 174

CSM Magazine

SEPTEMBER 30, 2022

Calabrio , the workforce performance company, recently welcomed customers back to its Calabrio Customer Connect conference in Orlando, Florida (Sept. Calabrio Data Management was used to assess repeat calls and Calabrio’s AI-fuelled Phrase Optimizer helped eliminate anecdotal phrase suggestions by automatically making better proposals.

Analytics 52

Analytics Coaching Interactive Voice Response Customer centricity 52

SharpenCX

OCTOBER 13, 2021

Trend One: Stay Agile with Remote Workforce Management. Lay down the foundation for better remote management in your contact center. >> Watch Next: Managing a (Suddenly) Remote Contact Center with Efficiency. But it’s nearly impossible to manage a virtual contact center without the right technology to support your team.

Contact Center 128

Contact Center Technology Coaching Analytics 128

Fonolo

MAY 7, 2015

Not for the weak at heart, only some call center managers have the grace, tenacity, and skills to handle the extreme pressures of the contact center manager’s job. Below we look into some of the things call center managers must do every day to be successful, along with tips on how to execute them. Act as a True Leader.

Call Center 126

Call Center Management Contact Center Coaching 126

ShepHyken

JUNE 19, 2018

Shep Hyken is joined by Marilyn Suttle , conference speaker, bestselling author, and coach, to discuss her new book, Color Their World – The Art of Creating Strong Customer Loyalty. ?. This makes a greater impression than a manager approaching a team with tips or encouragement. Color Your Customers’ World.

Construction 190

Construction Coaching Employee engagement Feedback 190

Nicereply

MARCH 23, 2021

Manage the contact with the customer ever step of the way. Heidi Craun – Founder of Insightful Delight , a boutique customer support consultancy, as well as Intermitten , a unique tech conference centered around creativity, community and diversity. Shep Hyken – Could any list be complete without him? Founder of CoSupport.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

Beyond Philosophy

JANUARY 28, 2015

Be sure to ask your manager how you are doing and what you can improve at each month’s end. I tried to coach her on saying no in a positive way, but she couldn’t adjust her ways. Ask your manager how long your lunch break is. Do things to help your colleagues; don’t try and score points off them. Request feedback.

Customer emotions 366

Customer emotions Customer centricity Consulting Consulting 366

Fonolo

JANUARY 31, 2023

Instead, it’s helpful to think of it as regular part of your workforce management. Simply put, call center training is any course, seminar, video, coaching session, or other activity that teaches the skills and behavior required for success in a call center. Still have questions about call center training?

Call Center 141

Call Center Contact Center Coaching Gamification 141

SharpenCX

APRIL 21, 2020

A woman, accidentally unmuted, talking to her cat during a large conference call. As a manager, it’s vital for you to stay on top of things and continue to care for your employees as they work remotely. 4 Best Practices for Managing your Remote Team. As a manager, be diligent and intentional in communicating.

Best practices 76

Best practices Management Coaching Metrics 76

aircall

NOVEMBER 21, 2017

Delegating Management To Junior Staff. It’s understandable, then, why you might be hesitant to involve senior managers in such temporary arrangements. Building cohesion between temporary agents and permanent employees is already hard enough without managers confirming the second-class status of seasonal workers.

Management 63

Management Coaching Scripts Call Center 63

BlueOcean

MARCH 31, 2022

The common thread between what workforce management experts and what the manager of a pro sports team might do when the game is on the line is pretty obvious once you think about: we both depend on both statistics and relentless practice to make informed decisions and react to changing dynamics.

Contact Center 118

Contact Center contact center workforce Service level Coaching 118

Noble Systems

OCTOBER 25, 2017

On October 25th at the Annual CallMiner LISTEN2017 User Conference, Fidotrack Gamification, the award-winning employee engagement platform for Collections, Sales and Customer Support Organizations announced their latest release; a Gamified Learning Management System. About Fidotrack, LLC. .

Gamification 40

Gamification Call Center Management Coaching 40

CX Global Media

JULY 9, 2019

Conference Coverts to On-demand Learning. The Contact Center Virtual Summit is the only contact center conference that converts into an on-demand learning solution. About Linda Harden : Linda Harden is President of Pipeline Publishing Group and Publisher of the monthly contact center management magazine, Contact Center Pipeline.

Contact Center 120

Contact Center Chief Customer Officer Employee engagement Call Center 120

Integrity Solutions

MARCH 3, 2020

The most persistent contact center challenges can be overcome by making coaching a part of the culture and developing your agents’ listening and problem-solving skills. Instead, managers told us they’re being challenged equally in all of these areas. The underlying message is that today’s contact center managers are spread thin.

Contact Center 62

Contact Center Coaching Scripts Management 62