CCNG

MARCH 30, 2022

Coach the agent for 20 minutes – check off the box and get the green dot. Understanding the mental process for supervisors It’s time for the 15-minute agent coaching time. As the agent and the supervisor connect and talk across the video conferencing platform, the supervisor suddenly realizes that the coaching hasn’t taken place.

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195

ShepHyken

JUNE 25, 2021

Better yet, present them (spoke or unspoken, as was the case with Troy) with a problem or a situation, and let them come to the conclusion themselves. a leading consulting service for the major voice of the customer (VOC) platforms, helping clients in a variety of industries.

Customer centricity 293

Customer centricity Coaching Consulting Consulting 293

Beyond Philosophy

JULY 31, 2017

Branding agencies and consultants are embracing the notion that storytelling creates an authentic connection with your customers. As a customer experience consultant, I think this is good. PowerPoint is a great tool, but its downside is that it encourages business people to develop presentations based bullet points connected to data.

Entertainment 314

Entertainment Coaching Consulting Consulting 314

Integrity Solutions

DECEMBER 20, 2023

Let’s explore why that distinction is so fundamental in sales, and what you can learn about active listening in sales from the best sales coaches. This is a hallmark of effective coaching, and the same concept applies to selling. Effective sales conversations, however, are rooted in a mindset of listening to understand.

Sales 86

Sales Coaching Consulting Consulting 86

Customer Guru

APRIL 10, 2018

Gangadhar Krishna, an independent author, coach, trainer and consultant in customer service and excellence. I presented my theory for the first time. The post Nuances of Delighting Customers: An Exclusive Interview with Mr. Gangadhar Krishna, Customer Service Consultant appeared first on Customer Guru. Try it, it works!

Consulting 110

Consulting Consulting Customer Service Customer centricity 110

COPC

OCTOBER 24, 2023

In last month’s article , we looked at how coaching customer satisfaction (CSAT) to a number may lead to wasted time and effort, employee dissatisfaction, and difficulty improving CSAT results. Author Nathan Van Allen , Consultant at COPC Inc. Starting with the correct information is critical.

Metrics 92

Metrics Coaching Average Handle Time Consulting 92

Robert Davis

APRIL 16, 2019

An excellent customer experience comes down to having Quality Conversations and providing supervisors with enough time, and the right tools, to coach and develop their team members. Using RCDA’s exclusive Quality Conversation approach and coaching and development tactics would benefit both companies in my market tremendously.

Coaching 48

Coaching Contact Center Sales Personalization 48

Beyond Philosophy

JULY 14, 2022

I’ve coached team members to let their humor come out in business. In essence, it indicates that a situation can be funny once it is distant from the present company. The post How to Be Funny and Use Humor in Business to Your Advantage appeared first on CX Consulting. It can reduce tension. Subscribe today right here.

Coaching 414

Coaching Consulting Consulting Personalization 414

Taylor Reach Group

MAY 14, 2020

In the Spring of 2020, new challenges have presented themselves. Regular coaching and one-on-ones should still happen. People need to be reassured about the present and inspired about the future. Just CLICK HERE to schedule a free consultation.

Employee engagement 171

Employee engagement Consulting Consulting Coaching 171

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

Call Center Weekly

MARCH 16, 2018

They are not thinking of the next thing to say; they are present in the conversation listening on multiple levels. It could be meditation, being at one with nature, or connection to the place within that keeps you calm. You get to choose what works best for you! Leaders practice effective listening skills.

Coaching 136

Coaching Consulting Consulting Personalization 136

Callminer

JULY 22, 2020

Presenting affected parties with a clear, concise termination letter is an appropriate formal gesture meant to clarify that their professional relationship with your company has ended, but not all termination letters can or should be handled in the exact same way.

Call Center 182

Call Center Customer Service Best practices Coaching 182

DMG Consulting

AUGUST 10, 2023

Based on the real-time data analysis and/or client-defined rules, the application presents agents with the most appropriate responses to share, actions to take, or offers to make to the customer. The post Real-Time Guidance Is Key to a Great Service Experience appeared first on DMG Consulting. Like what you’re reading?

Upselling 48

Upselling Scripts Average Handle Time Coaching 48

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. Keeping Your Mind in the Present Can Alleviate Stress Also. Mohan prescribes investing in activities that help them be in the present.

Consulting 249

Consulting Consulting Management Coaching 249

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 91

B2B CRM Enterprise Upselling 91

DMG Consulting

SEPTEMBER 6, 2023

Real-Time Guidance Drives Contact Center Digital Transformation September, 2023 In 2005, Donna Fluss, founder and president of DMG Consulting LLC, published a book called The Real-Time Contact Center , which had a twofold purpose. The post Real-Time Guidance Drives Contact Center Digital Transformation appeared first on DMG Consulting.

Contact Center 48

Contact Center Average Handle Time Analytics Consulting 48

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

DMG Consulting

MAY 8, 2023

Workforce management, interaction analytics, analytics-enabled quality management, surveying, coaching, customer journey analytics, and more are either built on AI technology or depend on it to provide increasingly useful and actionable findings and intelligence for users.

Management 62

Management Enterprise Analytics Contact Center 62

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach. John DiJulius Follow @JohnDiJulius.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

Beyond Philosophy

OCTOBER 3, 2014

He believes that his job is to direct, lead, coach, drive the breakdown truck and then coach again. He admits that their present success took much hard work over many years. He has supported it with his actions. Downie is committed to the idea that leadership is key for having an excellent Customer Experience.

Coaching 385

Coaching Consulting Consulting Customer Experience 385

Beyond Philosophy

JULY 29, 2019

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. One of the things I learned in this process was that everybody is happy until you ask them to do something.

Consulting 260

Consulting Consulting Morale Benchmark 260

Vcaretec

JUNE 6, 2022

Customer Care & Contact Center Influencers Mike Aoki Bio: Contact center expert and trainer for Agents (customer service, dealing with "irates," sales skills) and Managers (coaching, presentation skills). Connect: @RoyAtkinson Chip Bell Bio: Customer Service Expert, Keynote Speaker, Business Consultant, Author of 'Sprinkles.'

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

Totango

OCTOBER 20, 2022

Coaching and training. Coaching and Training. Coaching and training require knowing your product inside and out, a customer-centric focus, teaching skills, and patience. They also frequently must make decisions in the moment when interacting with customers without having the opportunity to consult with their team or supervisor.

Management 90

Management Upselling Coaching Best practices 90

CX Global Media

JULY 12, 2019

Business Partner and Owner, The LAMA Training by McKee Consulting. Trainer and Coach in the Contact Center Business for over 25 years. She is an author of “The Positive Coach Approach” with her daughter Sally Cordova and three other books about Call Center Agents. Dick Finnegan Coach | Trainer | Speaker | Author |.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

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 75

Coaching Sales Accountability Consulting 75

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. Or you can build an app for online training with personal coaches or in groups. IoT-powered app for pet owners These days pets are treated as family members.

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. We are are expanding the fanfare all month long!

Customer Experience 66

Customer Experience Coaching B2C Consulting 66

NobelBiz

APRIL 3, 2023

Mike McGuire (Senior Contact Center Software Consultant @ NobelBiz) Key Takeaways: What Is Call Center Management? Also, investing time into coaching and training can help monitor call center quality effectively. Why is Call Center Quality Management Important? First, it’s important to establish clear objectives and expectations.

Quality management 52

Quality management Call Center Management Calibration 52

Steve DiGioia

DECEMBER 5, 2016

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. I advise my consulting clients to identify three things they would want customers to say or think about the organization after any interaction. Dennis Snow.

Customer centricity 264

Customer centricity Metrics Consulting Consulting 264

Education Services Group

FEBRUARY 5, 2021

The company’s unique approach, combines consultation, process development, people, and automation to improve the Customer Success capabilities and maturity of technology companies. Presented at over a dozen Customer Success industry events as thought leaders in the space. Learn more at esgsuccess.com.

Enterprise 52

Enterprise Consulting Consulting Customer centricity 52

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

aircall

NOVEMBER 22, 2022

For ops professionals, the phone system on which the business operates presents an opportunity to enhance productivity both inside and outside of the ops team while also supporting the development of more sustainable business planning. In addition to the $31.7K Plan for the future. Aircall is a key part of that.”—

Consulting 62

Consulting Consulting Management Metrics 62

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

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

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

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! The second interview in the series is with Mary Poppen. Mary Poppen is the Chief Customer Officer, Glint at LinkedIn.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Coaching 52