SharpenCX

MAY 11, 2021

Every profession needs good coaching. Without great coaching, you don’t have a team. As a manager, it’s up to you to coach your individual agents into a team that helps customers. Each of your agents needs 1:1 coaching and each needs different care. You can’t use the same coaching techniques universally with your team.

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Coaching Call Center Customer Experience Feedback 67

OrecX

JANUARY 29, 2019

Coaching agents at scale is no easy feat. Instead, leaders resort to fly-by coaching, whisper/barge, and the ol’ trusty headset splitter to give agents feedback. This is why asynchronous call coaching is the ideal method for driving agent performance improvement. Step 1: Getting Started with Asynchronous Coaching.

Coaching 61

Coaching Construction Feedback Best practices 61

NICE inContact

SEPTEMBER 15, 2016

As many managers know, there’s an art to delivering constructive feedback to employees. 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. Leverage Data.

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Coaching Call Center Construction Contact Center 87

Playvox

FEBRUARY 13, 2024

Offer Training Opportunities Through Coaching There’s more than one way to effectively train agents. Consider allowing high-performing agents to coach peers. It’s a cost-effective coaching technique, and it communicates to top-performers that their expertise and talents are recognized and valued.

Contact Center 88

Contact Center Gamification Coaching Feedback 88

Fonolo

SEPTEMBER 21, 2023

Surveying your agents and gaining qualitative feedback can help you identify gaps in your operational processes, especially when compared with quantitative data. Most contact center software will include analytics, which you can use to measure the activity of your contact center agents over your chosen period of time (6 months, for example).

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

Balto

JANUARY 22, 2024

BaltoGPT then processes a database of calls in seconds, generating readable, clear insights, such as: Once you have your agents’ strengths and weaknesses in hand, you can approach your coaching strategies with not just intuition but data-backed insights — gathered in seconds, not hours.

Contact Center 52

Contact Center Coaching Construction Feedback 52

Balto

JANUARY 22, 2024

BaltoGPT then processes a database of calls in seconds, generating readable, clear insights, such as: Once you have your agents’ strengths and weaknesses in hand, you can approach your coaching strategies with not just intuition but data-backed insights — gathered in seconds, not hours.

Contact Center 52

Contact Center Coaching Construction Feedback 52

Monet Software

JUNE 29, 2021

Some agents arrive knowing how to accept and incorporate feedback. Responses to constructive criticism can range from dejection to defensiveness. Making QA feedback a regular occurrence has many benefits. When agents deal with feedback once or twice per week, they become more comfortable with it. Here are a few tips. #1

Contact Center 62

Contact Center Feedback contact center workforce Construction 62

SoliCall

AUGUST 2, 2023

2 – Performance Feedback and Coaching. Implement a robust performance feedback system to provide agents with constructive feedback. Regularly evaluate their performance and provide individual coaching sessions to address areas of improvement. 3- Clear Performance Metrics. 3- Clear Performance Metrics.

Call Center 52

Call Center First call resolution Construction call center software 52

Fonolo

AUGUST 12, 2021

For example, if 20 calls to a contact center out of 200 are hang-ups, the abandonment rate is 10%. Give positive and constructive feedback. Create a culture in your call center where both managers and agents feel empowered to offer feedback. Offering valuable feedback improves call center agent productivity.

Call Center 148

Call Center Abandon rate Average Handle Time Construction 148

Ann Michaels and Associates

JULY 21, 2023

Provide examples of both excellent and subpar interactions to establish a shared understanding of expectations. Simultaneously, pinpoint areas where agents can improve and provide specific feedback. Provide Feedback: Schedule feedback sessions with individual agents to discuss the evaluation results. Use a scale (e.g.,

Call Center 52

Call Center Customer Service Construction Coaching 52

SharpenCX

SEPTEMBER 1, 2021

A quality customer service rep should be able to explain why customer service matters and offer examples of what good and bad service looks like. Have you ever received negative feedback from a customer? What did you do with that feedback? And, how they react to that feedback is important. ??.

Call Center 128

Call Center Coaching Contact Center Feedback 128

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. ?. If an employee does not have the right attitude or behavior, a leader needs to step in and provide feedback. Color Your Customers’ World.

Construction 190

Construction Coaching Employee engagement Feedback 190

SharpenCX

MAY 19, 2020

Creating an employee development plan and offering examples of career paths are vital for both engagement and retention. When you align goal setting with each employee’s professional development plan, you coach and train with a clear purpose. For example, you have an agent named Rachel. Especially in the contact center.

Contact Center 128

Contact Center Brand ambassadors Coaching Metrics 128

delighted

AUGUST 24, 2021

When you count on customer feedback for actionable insights, biased answers will cause you to take the wrong actions – and taking the wrong actions can have serious consequences for your business. For example, you might get acquiescence bias when “yes” and “no” are the only options to answer the question, “Are you happy with your purchase?”.

Surveys 94

Surveys Construction Coaching Feedback 94

SharpenCX

MAY 26, 2020

With effective and frequent customer service training and coaching. For example, every quarter, have a set date for a customer service team “summit.” Aside from quarterly summits, make a schedule for more frequent coaching. Give them constructive feedback on how they’re performing day-to-day and as a teammate.

Contact Center 128

Contact Center Customer Service Coaching Customer Experience 128

NICE inContact

AUGUST 1, 2017

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. Additionally, think about the last time you provided verbal feedback about lagging performance.

Coaching 49

Coaching Contact Center Construction Gamification 49

NICE inContact

NOVEMBER 23, 2015

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. This type of preparation is also helpful when coaching agents in the contact center.

Coaching 49

Coaching Best practices Construction Contact Center 49

JustCall

SEPTEMBER 5, 2023

After all,evaluations not only identify coaching needs but also help them set clear expectations and strategically assign projects. For example, compare this: (Good goal) Increase the number of closed deals by 15% within the next quarter. Meanwhile, brokerages benefit from enhanced productivity and optimized operations.

Real estate 52

Real estate Construction Feedback Morale 52

Balto

NOVEMBER 28, 2023

Quality management typically requires the use of quality monitoring tools, as well as measuring relevant metrics and collecting customer feedback. Monitoring how your agents interact with your customers, for example, can help you figure out who your top performers are and who could use some more guidance.

Quality management 52

Quality management Call Center Management Contact Center 52

Fonolo

MAY 27, 2021

Employee feedback is critical for businesses who want to understand their employees’ opinions and attitudes towards work, and improve their business policies and processes. You might find that some prefer to identify themselves with their feedback, and they’ll appreciate you giving them the option to choose.

Call Center 136

Call Center Surveys Coaching Best practices 136

Expivia

MARCH 7, 2022

At the same time, it’s essential to keep any individual constructive criticism private. . Instead of taking your complaints public, your employees need time to process mistakes and absorb your feedback in a safe setting. At the same time, keep the feedback positive, actionable, and empowering to help your reps to succeed. .

Construction 98

Construction Morale Feedback Coaching 98

Playvox

MARCH 12, 2024

In a call center or support center, examples of intrinsic motivators include recognition for a job well done, opportunities for personal and professional growth through a defined learning path, and a meaningful and challenging work environment. This doesn’t mean giving out empty praise or insincere feedback.

Morale 78

Morale Gamification Contact Center Quality management 78

Fonolo

JUNE 9, 2020

Gathering feedback from customers has become an industry standard for contact centers. Most contact center software will include analytics, which you can use to measure the activity of your contact center agents over your chosen period of time (6 months, for example). For example: Average Handle Time, First Call Resolution.

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

Blueship Call Center

OCTOBER 9, 2023

These steps, such as putting a quality assurance policy into place and seeking out candid client feedback, can assist in creating a smooth customer journey from the prospect stage through the post-sale stage. Positive reviews are produced by positive consumer feedback. It makes everything clear.

outsourcing 75

outsourcing Call Center Customer Care Coaching 75

SharpenCX

AUGUST 11, 2020

GitLab , for example, allocates $500 USD to each employee every fiscal year for their education budget. Coach agents on an ongoing basis. Ongoing coaching. Ongoing coaching done right. Don’t wait until your quarterly performance review to share feedback with your agents. Effective feedback.

Customer Service 67

Customer Service Coaching Education Construction 67

SharpenCX

APRIL 28, 2021

Coaching your team leads to better business results. But Stevie used what she learned from him to coach up and acquire funding to expand the Rosebud Motel across the nation. With a little bit of coaching from someone with more experience, Stevie flourished and took the Motel to new heights. Give direct feedback.

Management 67

Management Coaching Construction Contact Center 67

JustCall

MARCH 6, 2023

Provide regular feedback and coaching Providing regular feedback and coaching to agents can increase agent productivity by helping them identify areas for improvement, set goals, and track progress. To be effective, feedback and coaching should be specific, timely, and delivered in a constructive and supportive manner.

Coaching 52

Coaching Call Center Scripts Construction 52

Fonolo

SEPTEMBER 10, 2020

This allows you to coach and train your agents to provide the best customer experience possible, no matter what challenges come their way. Keep the conversation constructive and focus on solving their problem(s). They may even provide positive feedback about your business! Don’t make sarcastic responses. The Positive Customer.

Call Center 125

Call Center Construction Feedback Contact Center 125

Babelforce

JANUARY 20, 2022

In this post: Develop emotional intelligence Provide effective employee training Learn to embrace new technology Master effective conflict management & resolution Give your employees targeted feedback Appreciate your employees Refine your call center manager skills. Are there examples of customer-related conflicts you’ve dealt with?

Call Center 52

Call Center Management Construction Best practices 52

CSM Magazine

APRIL 19, 2022

If your company already enacts an onboarding process, it is important to collect constant feedback from team members to ensure that the material is still relevant. For example, customer service agents can take courses to learn how to use new customer management software or best practices in customer interactions.

Customer Service 52

Customer Service Construction Feedback Coaching 52

JustCall

MARCH 9, 2023

In this blog, we will understand the benefits of using sales gamification the right way, the top-3 sales gamification software to consider, as well as some interesting sales gamification examples. And one of the best ways to do this is by gamifying the feedback process and rewarding the employee’s strengths as well as achievements.

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Gamification Sales Morale CRM 52

Balto

SEPTEMBER 6, 2023

If we had to make a list of reasons why your prospect didn’t consider your offering, ineffective coaching and lack of personalization would claim the top spots. Sales call recording solutions provide you with the insights you need to highlight problems that lead to lost deals and coach your reps more effectively.

Sales 52

Sales Coaching Best practices Construction 52

SharpenCX

FEBRUARY 24, 2023

On the SharpenCX platform, for example, all your data is in one spot – saving time and headaches. For example, if your data shows customers commonly complain about the ability to reach a representative by phone you might change your staffing model or advertise customers’ ability to reach representatives on additional channels.

Banking 76

Banking Personalization Customer Experience Chatbots 76

Balto

OCTOBER 20, 2022

For example, if it’s essential that most of your customer calls are resolved in a set amount of time, a QA program can be implemented to help track this to see how your agents are doing against a given benchmark. Give Regular and Consistent Feedback. 2) Provide Regular Training and Coaching Sessions.

Best practices 52

Best practices Call Center Gamification Coaching 52

Satrix Solutions

JANUARY 29, 2021

This happens because few capitalize on the feedback in such a way that it resonates with customers and enhances their experience over time. The follow-up process conveys an important message to customers that their feedback was heard, and the company is committed to acting. Why is closing the loop important?

Scripts 78

Scripts Surveys Feedback Customer centricity 78

SharpenCX

FEBRUARY 18, 2020

Download Now: Grow your management and coaching techniques with 29 key takeaways from your call center manager playbook. To coach your agents towards growth, you have to know what they’re shooting for. A Good Coach. To be successful, you need to build a coaching culture to inspire your agents. Take for example running.

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Call Center Coaching Management Contact Center 84