DMG Consulting

AUGUST 10, 2023

Real-time guidance and NBA tools give agents the insights they need to elevate each customer interaction from an information-gathering and delivery exercise to a problem-solving and relationship-building session. The post Real-Time Guidance Is Key to a Great Service Experience appeared first on DMG Consulting.

Upselling 48

Upselling Scripts Average Handle Time Coaching 48

Taylor Reach Group

MARCH 20, 2020

Provide free or subsidized lifestyle coaching, counseling, or self-management programs. Host seminars or workshops that address depression and stress management techniques, like mindfulness, breathing exercises, and meditation, to help employees reduce anxiety and stress and improve focus and motivation.

Contact Center 105

Contact Center Consulting Consulting Coaching 105

Outsource Consultants

APRIL 12, 2021

Coach walks in with brand new pads and your slick designer uniforms, uttering some version of “To play like champions, we need to look like champions.”. It turns out it’s a great exercise to help you anticipate your training needs for agents across geographies. What gets you over the hump?

Management 125

Management outsourcing Average Handle Time Gamification 125

CX Journey

MARCH 21, 2018

By that I mean that they have no allocated financial resources for improvements to be made as a result of the learnings from surveys and other listening posts, journey mapping, and other customer experience strategy exercises that become the catalyst for onstage customer experience or behind-the-scenes process improvements.

Journey mapping 108

Journey mapping Consulting Consulting Surveys 108

Blueship Call Center

NOVEMBER 30, 2022

Do you have the resources to devote to ongoing coaching and training? Training and coaching are crucial for any team inside an organization, particularly for new groups. Regular exercise and coaching positively impact staff morale and engagement, productivity, and compliance with quality standards.

outsourcing 40

outsourcing Coaching Morale Consulting 40

NobelBiz

OCTOBER 31, 2023

Brad Butler, Contact Center Software Consultant @NobelBiz Omnichannel Customer Engagement with Nobelbiz Nobelbiz’s Omnichannel Customer Engagement solution is a game-changer for businesses aiming to provide seamless communication experiences. That’s the essence of delivering remarkable experiences.

Customer Support 105

Customer Support Contact center software Call Center Analytics 105

Creative Virtual

JANUARY 4, 2022

The most common personal resolutions are focused on being healthier – exercising more, eating better, improving fitness, losing weight, stopping smoking. Contact the team here to learn more about the expert consultation and technology that’s helping brands around the world deliver reliable and valuable conversational AI solutions.

Virtual Agent 52

Virtual Agent Chatbots Coaching Consulting 52

Taylor Reach Group

AUGUST 26, 2020

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). A common error and observation in these exercise is to only focus on live contacts. IVR is part of the customer experience and the overall FCR.

Analytics 121

Analytics Interactive Voice Response Contact Center CRM 121

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. However, this exercise could serve two purposes, per Dr. Mohan. appeared first on CX Consulting. Subscribe today right here.

Consulting 249

Consulting Consulting Management Coaching 249

Toister Performance Solutions

FEBRUARY 20, 2020

One study by contact center consulting firm, Services Triad , found a sharp drop off in forecasting for email and social media: Contact center leaders routinely tell me they struggle to keep up with demand in non-phone channels like chat, social, and particularly email. This exercise might yield some surprises!

Social media contact 111

Social media contact Contact Center Scripts Accountability 111

Taylor Reach Group

OCTOBER 31, 2021

In the same report Taylor Reach advocated for developing and implementing WFH-focused solutions and processes such as Quality, Coaching, Training, WFM, etc. Attention to redesigning these processes goes hand in hand with revising how we manage and coach our staff. to strengthen their WFH capabilities, performance, and effectiveness.

Contact Center 65

Contact Center Coaching Consulting Consulting 65

Education Services Group

FEBRUARY 16, 2022

You will need to be their coach because this orientation will inevitably force them to confront their own organizational challenges as they set about to retool and reorient the way their individual teams operate.

Chief Customer Officer 52

Chief Customer Officer Customer centricity Journey mapping Coaching 52

JustCall

OCTOBER 6, 2023

To do this, round up the key stakeholders and consult them. While one-on-one training led by support managers and leaders sounds like an impossible feat (and a resource drain), a data-driven AI-powered coach can personalize training for every agent and make it more impactful.

Customer Service 52

Customer Service Benchmark Contact center software Customer Support 52

Connecting the Dots

OCTOBER 20, 2021

Companies spend boatloads on diffusion of anger training and tough-call monitoring and coaching. How much time does your company spend on training and coaching simple calls that could become delight calls or chats? A customer delight formula does not require personal interaction on the phone. Read more about our Delight Study here.

Entertainment 62

Entertainment Coaching Airlines B2B 62

Peter Lavers

NOVEMBER 14, 2017

Laughlin Consultancy provides training, consultancy, mentoring & other services. Looking at the feedback from past training courses, on Softer Skills for Analysts, the most popular exercise is on questioning. I learnt about Socratic Questioning during my qualification as a leadership coach.

Analytics 100

Analytics Banking Consulting Consulting 100

Russel Lolacher

APRIL 24, 2023

In this episode of Relationships at Work, Russel chats with author, consultant and former WD-40 CEO Garry Ridge on how learning moments for leadership are integral to the success of culture change. So the third thing is enter a coaching moment. And so we had a coaching conversation. And I’m not done yet.

Coaching 52

Coaching Employee engagement Consulting Consulting 52

aircall

JUNE 16, 2021

Airbnb, for instance, uses an exercise called the “ 11-star experience ”, where it walks its teams through examples of poor guest experiences and discusses what it would take to get it to four or five stars. By doing this exercise, even if the solutions are unrealistic, Airbnb’s support teams can aim higher to achieve better service.

Customer Service 62

Customer Service Surveys Customer retention Coaching 62

Taylor Reach Group

MARCH 26, 2019

There is no question that customers are the best source in providing such measurement but surveying customers could become a costly exercise. In case of Achievable, the emphasis would be on training and coaching. To find out more about how Taylor Reach can help your company with [TOPIC], CLICK HERE to schedule a free consultation.

First call resolution 112

First call resolution Contact Center Consulting Consulting 112

Russel Lolacher

APRIL 5, 2021

Bonus: Embrace customer-centricity – during a user experience (UX) exercise of our public service websites in our team’s early years, one of the feedback quotes was “you wrote this for yourselves, not for us.” Collaboration, coaching, inspiration, motivation… no contribution comes without connection to others.

Customer Care 98

Customer Care Government Transportation Employee engagement 98

Global Response

JANUARY 31, 2024

Access to legal expertise and resources to ensure ongoing compliance : Being based in the same country, domestic call centers have easier access to local legal experts, consultants, and advisors. Incorporate real-life scenarios and role-playing exercises into training. After training, consistently monitor calls.

Call Center 62

Call Center Telemarketing Government Healthcare 62

JustCall

MARCH 13, 2020

The main purpose of coaching your sales team is to get them ready to face customers, take them through the product, and get more sales success. As a part of your sales coaching program, you need to lead your sales team through this sales process. This can be a great exercise to identify ways for improving. Double Digit Sales.

Sales 59

Sales Coaching Feedback Consulting 59

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

SharpenCX

FEBRUARY 25, 2020

Whether it’s exercise, drinking more coffee, watching Netflix during our lunch break, we all have our efforts to decrease our stress. Consulting group Korn Ferry found that employee stress levels have risen nearly 20% in three decades. When we know work is a source of stress, we do what we can to cope.

Call Center 76

Call Center Morale Metrics Abandon rate 76

Hero Digital

JULY 9, 2019

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. Indi Young , independent consultant, author and former co-founder of Adaptive Path in San Rafael, CA. Take The Space.

Scripts 40

Scripts Coaching Personalization Consulting 40

CX Journey

NOVEMBER 12, 2015

Next, we had an excellent presentation from Ian Golding , an independent consultant who is passionate about customer experience. After initial warm-up exercises, it was interesting to see these volunteers express their customer insight challenges through Lego creations. Why not try tackling your business problems through play?

Gamification 63

Gamification Airlines Construction Coaching 63

ChurnZero

FEBRUARY 28, 2020

After you’ve done that exercise, really understand those customer needs and create customer journeys and engagement models that marry those segments, and then underneath that is where you look at data and digital approach. Speaker: Amy Mustoe, Principle Consultant and Coach, The Success League.

Journey mapping 64

Journey mapping Customer centricity Accountability Metrics 64

CX Journey

JANUARY 17, 2018

In either training or coaching, the need to "know your stakeholders" is a common one. Of itself, the above exercise has identified too many stakeholders for you to viably manage. Anyone who has worked on project/change management will be familiar with the Boston Consulting Grid (BCG). This is where the exercise looks like a BCG.

Analytics 51

Analytics Coaching Management Consulting 51

ChurnZero

MARCH 11, 2020

Would you be willing to reference as a former customer and participate in future product discovery/testing exercises? This could be someone in marketing, on the executive team, or an outside consultant (shameless plug). Speaker: Amy Mustoe, Principle Consultant and Coach, The Success League . What to do about it.

Journey mapping 52

Journey mapping Finance SaaS Consulting 52

ShepHyken

JUNE 29, 2020

SmartBrief) In my coaching and consulting sessions with executives during the pandemic, we’ve discussed critical issues such as speed, agility, resilience, pivoting, adaptability, prioritizing, change, strategy, scenario planning, transformation, rebuilding, rethinking and much more. .” Take action on them!

Customer Service 31

Customer Service Coaching Consulting Consulting 31

Comm100

JUNE 25, 2019

It’s a reality that for many customer-facing employees, getting the right answer to even black-and-white questions might mean consulting an FAQ page,scouring paper-based manuals, searching an online knowledge base, and finally asking other colleagues, all the while knowing the customer is getting more irate the longer they’re on hold.

Chatbots 48

Chatbots Contact Center Coaching Consulting 48

Toister Performance Solutions

SEPTEMBER 17, 2019

You don't have the time or resources to quickly create something in-house, so you consider bringing in an external consultant. You shop around for a few consultants and realize you don't even have enough funds to cover their travel expenses. The book costs less than $15 , which is far less than hiring a consultant like me!

Customer Service 60

Customer Service Advertising Consulting Consulting 60

inmoment

MAY 14, 2020

It was an interactive online program, using personal coaches and well-known celebrities such as Dr. Oz. Participants received exercise DVDs and resistance bands, food scales, and other weight loss support items. However, you’d be surprised at how often ownership is unclear.

Healthcare 52

Healthcare Chief Customer Officer Metrics Call Center 52

SmartKarrot

MAY 3, 2021

I’ve coached cohorts of leaders with nearly identical knowledge and skills yet seen them have wildly varying degrees of success in similar roles. Leadership development infuses much of my work as both a consultant to organizations and as a coach to leaders. What’s Next. I’ve thought about this topic for a while now.

Finance 19

Finance Coaching Consulting Consulting 19

CX Journey

SEPTEMBER 8, 2016

Those inhibitors could include lack of coaching or training, inadequate or inappropriate tools and resources, and other barriers or frustrations that cause the employee to work inefficiently and ineffectively. When the effort employees put forth to do some task outweighs the benefit of completing said task, that's problematic.

Journey mapping 49

Journey mapping Customer Experience Surveys Airlines 49

Russel Lolacher

JANUARY 10, 2023

Yeah, well, one crucial experience I had professionally was watching emerging leaders being assessed the same way that I was assessed when I was hired at that consulting company. However, we have a lot of career coaches that use our same tools that work with mid career level professionals. And the formula is very, very similar.

Personalization 52

Personalization Engineering Employee engagement Marketing 52

Comm100

JULY 9, 2019

to coaching each employee to success, measuring and providing feedback along the way. While Intelligent Assistants will never be able to coach and mentor, dispense deep wisdom or grow authentic human relationships, it’s possible for them now to take enough of the strain so our teams can have more time to focus on those things.

Contact Center 40

Contact Center Chatbots Coaching Feedback 40

Russel Lolacher

NOVEMBER 7, 2022

In this episode of Relationships at Work, Russel chats with transformation and culture change consultant Katie McLaughlin on why we need to introduce the principles and power of theatre into the employee experience. . She’s a speaker, executive coach and facilitator. The two biggest takeaways from a theatre exercise.

Coaching 52

Coaching Employee engagement Consulting Consulting 52