Taylor Reach Group

MAY 14, 2020

In the Spring of 2020, new challenges have presented themselves. You’ll be the “great boss example” they cite in future training seminars. Regular coaching and one-on-ones should still happen. People need to be reassured about the present and inspired about the future.

Employee engagement 171

Employee engagement Consulting Consulting Coaching 171

Call Design

MAY 14, 2024

You know the kind I mean, the ones that sound like a math problem presented on a year 10 algebra test: “Hey WFM! Self-Rostering of Coaching and Training activities Empower your agents by giving them access to book their own coaching, training, or even follow-up time. For example, an earlier or later shift?

Gamification 78

Gamification Employee engagement Coaching Accountability 78

Beyond Philosophy

DECEMBER 19, 2020

Mohan coaches leaders and mentors about their health, as well as the health of their teams. From the beginning, Dr. Mohan takes a consultative approach to stress management. For example, is your tension because you have fires to put out and you can’t slow down? One way to do this is to lead by example.

Consulting 248

Consulting Consulting Management Coaching 248

Hero Digital

JULY 9, 2019

Not only is the future is female, but we should be reminded that the present is also female. As an athlete and ski and soccer coach – including for athletes bound for the Olympics – Cindy brought to life her personal experience of five principles that attendees could apply to their own career paths. Cindy Zerger , Sr.

Scripts 40

Scripts Coaching Personalization Consulting 40

Beyond Philosophy

OCTOBER 3, 2014

He believes that his job is to direct, lead, coach, drive the breakdown truck and then coach again. For example our Audio Tour is available in 27 different languages” he said. “So He admits that their present success took much hard work over many years. He has supported it with his actions. We generate all our own income.

Coaching 385

Coaching Consulting Consulting Customer Experience 385

CCNG

OCTOBER 6, 2020

Even worse, I once loaded my high-stakes presentation with video clips before realizing that our internal security protocols would not allow anyone to view videos on their end, thus losing my message and impact. I have attended 5:00 AM meetings during which leaders sheepishly admitted they forgot the time differences.

CCNG 195

CCNG outsourcing Surveys Coaching 195

Totango

NOVEMBER 27, 2023

This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams. CSMs can then embrace their strategic role as a consultant, devoting more time to coaching customers on how to achieve their business outcomes by maximizing product value.

B2B 92

B2B CRM Enterprise Upselling 92

Totango

OCTOBER 20, 2022

Coaching and training. Can you give me an example of a time when you helped a dissatisfied customer? For example, in a situation where de-escalation is requires, active listening is a critical skill to possess. Coaching and Training. Interpersonal skills. Relationship management. Persuasion skills. Problem-solving.

Management 91

Management Upselling Coaching Best practices 91

Beyond Philosophy

JULY 29, 2019

For example, I was implementing an extensive Customer Experience program. In our global Customer Experience consultancy, this concept is also true with clients. I presented my plan to spend my budget to improve our experience along with the benefits in customer loyalty we would gain for the investment.

Consulting 260

Consulting Consulting Morale Benchmark 260

CSM Magazine

SEPTEMBER 21, 2023

Though such materials can be helpful, modern technologies let developers build much more efficient solutions with various formats of content and ways of presenting materials. For example, you can launch an application for dieting and creating menus based on the number of calories and nutrients.

Gamification 59

Gamification Coaching Education Consulting 59

ClearAction

SEPTEMBER 29, 2016

ClearAction is a customer experience management consultancy specializing in company-wide collaboration to resolve and prevent the thorniest drags on customer experience excellence and ROI. CXM Coaching topics: customer experience strategy, culture, adoption, and metrics. See this example: [link] and [link]. Thursday, November 3.

Customer Experience 66

Customer Experience Coaching B2C Consulting 66

Callminer

APRIL 21, 2020

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. The presentation is shown to everyone in the training. William Taylor. velvetjobs.

Call Center 182

Call Center Management Scripts Coaching 182

TechSee

SEPTEMBER 29, 2020

According to research and consulting firm Service Quality Measurement Group, for every 1% improvement in FCR, a call center reduces its operating costs by 1%. For example, AI platforms can present proactive knowledge suggestions to agents while they are on the line or in a chat with a customer.

Call Center 196

Call Center Self service Gamification Contact Center 196

Steve DiGioia

DECEMBER 5, 2016

A good example of this is Amazon.com. Dennis worked with the Walt Disney World Company for twenty years and now consults with organizations around the world, helping them achieve their customer service goals. There’s no time like the present to identify what you want the customer experience to be. How to prevent it? Dennis Snow.

Customer centricity 264

Customer centricity Metrics Consulting Consulting 264

Integrity Solutions

JUNE 23, 2022

And when those tough times do strike, your organization will be well-positioned to take advantage of the unique opportunities that often present themselves during a downturn — instead of struggling to stay afloat. This is a consultative conversation where you demonstrate that you are their partner. Conduct account reviews.

Coaching 72

Coaching Sales Accountability Consulting 72

Taylor Reach Group

APRIL 2, 2019

Whether or not that report is used for anything other than coaching and showing the agent what they would like is part of the topic of this conversation. The above interview was originally presented as a video and may be viewed here. Quality versus Compliance.

Contact Center 92

Contact Center outsourcing Coaching Consulting 92

Taylor Reach Group

AUGUST 26, 2020

The sample chart below presents ‘Frequency’ versus ‘FCR’ for 5 different call types with overall FCR of 83%. The cause for lack of consistent results could be traced back to quality and can be improved by additional training, coaching and motivating agents (in order to promote higher consistency).

Analytics 121

Analytics Interactive Voice Response Contact Center CRM 121

CustomerSuccessBox

OCTOBER 31, 2021

Customer Success & Experience Influencer, Executive, Speaker, Author, Consultant, Coach, and Board Advisor who is passionate about sharing best practices and lessons learned to help others succeed! For example, quarterly may be the right timing, but maybe not based on the other activity and interactions going on with the customer.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Coaching 52

Callminer

AUGUST 1, 2017

Make onboarding & ongoing coaching as stellar as possible. James Pollard is a marketing consultant who works specifically with financial advisors over at The Advisor Coach. If someone is making a mistake for two months waiting for his/her quarterly coaching session, thousands of dollars can be lost. James Pollard.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

NobelBiz

NOVEMBER 27, 2023

Here’s an example of what call logs look like inside the NobelBiz OMNI+ platform: Key Data Tracked in Call Logs Call logs are a goldmine of critical information, offering businesses a rich repository of data that delivers a comprehensive snapshot of communication activities.

Call Logging 59

Call Logging voip Contact center software CRM 59

GetFeedback

AUGUST 14, 2019

The question is typically presented to the customer using a 1–5 scale, one being very dissatisfied and 5 being very satisfied. . See the example below. After inbound sales calls, for example, prospects can share how satisfied they were with the conversation. Goal 2: Coach employees. Understand your customer expectations.

Metrics 109

Metrics Journey mapping Surveys Feedback 109

CSM Magazine

DECEMBER 1, 2022

Both depend on having the right specialists in place, who are trained and coached the right way, and are provided with the right technology. Initial training should be comprehensive, with each element presented by a subject matter expert. Training and certification. Ability to Escalate. an emerging medical device company.

Healthcare 52

Healthcare Customer Care CRM Self service 52

Integrity Solutions

MAY 24, 2023

When participants leave sales training, there must be a structured follow-up process that ensures: Accountability for real-world application Repetition Feedback on progress Positive reinforcement and supportive coaching For sales training and skills to turn into a way of doing business, they have to be hard-wired into the culture.

Sales 52

Sales Coaching Accountability Personalization 52

DMG Consulting

JUNE 13, 2017

Other WFO applications that are part of feature-rich WFO suites include speech/text analytics, surveying/voice of the customer (VoC), performance management, desktop analytics (DA), gamification, eLearning and coaching. Learn more at www.dmgconsult.com. Subscribe to the Free DMG Newsletter.

contact center workforce 48

contact center workforce Business Process Outsourcing Gamification Contact Center 48

NobelBiz

JULY 31, 2023

Brad Butler, Contact Center Software Consultant @NobelBiz Key Features of Call Queuing Systems & Their Implementation Navigating the nuanced world of call queuing systems, one quickly discerns that it’s the features that drive efficacy. Priority Queuing This feature is akin to an intelligent traffic management system.

Wait times 52

Wait times Telecommunications Call Center CRM 52

Toister Performance Solutions

OCTOBER 26, 2017

Author, speaker, consultant, Brad Cleveland Company, LLC. Twitter: @greg_p_collins Highlight an Agent for great service at your next team meeting, presenting them a funny trophy for their desk (think old bowling trophy from Goodwill). Twitter: @JeremyHyde_ I believe in finding ways to lead by example. Here's what they shared.

Schedule adherence 56

Schedule adherence Chief Customer Officer Coaching Contact Center 56

Connecting the Dots

SEPTEMBER 24, 2019

Their ineptitude can clearly be illustrated by a string of their coaches – Richie Kotite, Bruce Coslet, Todd Bowles, Joe Walton – who never seemed to get their act together. One coach was different: Herm Edwards – maybe not in terms of results, but certainly in spirit. Having so many moving parts – all trying to be managed under a “Go!

Analytics 62

Analytics Coaching Customer Experience Consulting 62

Connecting the Dots

SEPTEMBER 24, 2019

Their ineptitude can clearly be illustrated by a string of their coaches – Richie Kotite, Bruce Coslet, Todd Bowles, Joe Walton – who never seemed to get their act together. One coach was different: Herm Edwards – maybe not in terms of results, but certainly in spirit. Having so many moving parts – all trying to be managed under a “Go!

Analytics 48

Analytics Coaching Customer Experience Consulting 48

Liveops

FEBRUARY 8, 2019

She started consulting in a variety of capacities, including executive coaching, business strategy and career counseling. I wanted to work long enough to understand the experience and become better at what I do in my consulting capacity. She points to the example provided by her parents. “My I may work less, but why?,”

Call Center 91

Call Center Consulting Consulting Contact Center 91

Peter Lavers

NOVEMBER 14, 2017

Laughlin Consultancy provides training, consultancy, mentoring & other services. You might expect more confident presentation skills from extroverts in your team. I learnt about Socratic Questioning during my qualification as a leadership coach. This doesn’t have to be limited to extroverts either.

Analytics 100

Analytics Banking Consulting Consulting 100

Amity

JUNE 21, 2017

We tried to illustrate this via a detailed example of two customers whose CHS are similar, but their fundamental characteristics are very different and hence different actions (aka success plays) are needed to make them successful. They can benefit most from being coached to establish fewer, simpler metrics (i.e.,

Chief Customer Officer 63

Chief Customer Officer Coaching Education Consulting 63

Amity

APRIL 7, 2017

For example, if your company’s main goal is growth, identify key metrics that support achieving higher revenues. For example, a quantitative goal that aims to increase up-sell from 5 percent to 10 percent is too hard to track. Your team should be aware of these goals and work towards achieving them.

Chief Customer Officer 67

Chief Customer Officer Metrics Consulting Consulting 67

Amity

NOVEMBER 28, 2018

Things I’ve done included developing the playbook and strategy, managing the people, really helping to coach and train my team, as well as working with the clients directly. I am the GM, the coach and the player. I started my career at SAP as product support, and then went on to be a consultant. Marking a decision.

Coaching 106

Coaching SaaS Metrics Accountability 106

Help Scout

APRIL 27, 2021

For other businesses, offering an extra might look like sending out a free ebook, a coupon for a free consultation, or a meeting as a coach or consultant. By understanding how you’re presently doing across channels, you’ll know where to focus on getting the most wow for your work.

Consulting 117

Consulting Consulting Upselling Banking 117

CSM Practice

APRIL 17, 2017

For example, if your company’s main goal is growth, you should identify key metrics that support achieving higher revenues. For example, a quantitative goal that aims to increase up-sell from 5 percent to 10 percent is too hard to track. Your team should be aware of these goals and work towards achieving them.

Chief Customer Officer 56

Chief Customer Officer Metrics Accountability Consulting 56

Balto

JUNE 23, 2022

This presents pain points for managers and agents alike as companies have to pay for enforcement tools, perform ongoing training, and coach agents on a tool that may not lend itself to optimal results in terms of agent satisfaction and retention. Let’s go back to the basics: What is the goal of a script? In terms of education, 37.2%

Scripts 52

Scripts Coaching Contact Center Surveys 52

ChurnZero

MARCH 11, 2020

For example, a recruiting product works great for a manager to find and hire new employees while simultaneously creating data integration nightmares for the back-office finance and IT teams. When you’re presenting churn categories to an executive team and board members, simple, clear metrics win the day. A note on “Didn’t realize ROI”.

Journey mapping 52

Journey mapping Finance SaaS Consulting 52