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. Did they offer all reasonable solutions? Did they explain the next steps?

Metrics 92

Metrics Coaching Average Handle Time Consulting 92

DMG Consulting

JUNE 11, 2019

DMG Consulting Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

Beyond Philosophy

AUGUST 9, 2017

Bekerman said his managers feel they have more time to coach employees; a task Bekerman described as “more meaningful” than counting paper. On the one hand, speeding up service and eliminating mundane tasks to free employees up to do other tasks, like coaching their direct reports, seems like it would be a boon to Customer Experience.

Banking 0

Banking Coaching Surveys Employee engagement 0

DMG Consulting

JANUARY 8, 2018

Question: How can we improve our contact center coaching? Answer: In recent years, coaching has evolved from a monthly one-on-one session between a supervisor and an agent/representative into an ongoing dialog and two-way exchange of data. periods of low volume) to minimize customer and contact center impacts.

Coaching 48

Coaching Contact Center Gamification Analytics 48

ShepHyken

DECEMBER 23, 2022

Currently, on-premise solutions are the most common, with 88% of organizations using some on-premises UC solutions, according to a recent five-country research survey conducted by Techaisle. Hybrid work is taking the global workforce by storm, but the Techaisle survey found that only 11% of organizations have a hybrid-first mindset.

Surveys 177

Surveys Education Enterprise Technology 177

Comm100

JUNE 26, 2018

With the World Cup in full swing, now is probably the perfect time to talk about one of the essential elements of any team – the Coach. Coaches are focused on improving performance during the moment, and the skills required for an excellent coach are very distinct. This is where a coach comes into play. Coaching Skills.

Coaching 43

Coaching Feedback Morale Accountability 43

Integrity Solutions

NOVEMBER 29, 2022

In fact, data collected by the consulting firm ES Research has shown that 85 to 90 percent of sales training fails to translate into a lasting improvement in productivity. Are our sales managers coaching? Coaching is a critical component of sales training success, and that doesn’t mean just checking in on activity and numbers.

Metrics 86

Metrics Sales Coaching Accountability 86

Call Design

MAY 14, 2024

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. Preference Based Scheduling According to the 2023 SMAART recruitment survey, “49% of organisations are still scheduling using roster rotations.”

Gamification 78

Gamification Employee engagement Coaching Accountability 78

Robert Davis

JANUARY 24, 2018

Case in point, the findings from two recent surveys. Contact Center Challenges & Priorities for 2018 by Lori Bocklund – The #1 priority is coaching and development. Contact Center Executive Priorities for 2018 by Jim Rembach – The #1 priority is coaching. But how can supervisors coach and develop if everything is a priority.

Coaching 48

Coaching Contact Center Surveys Consulting 48

Taylor Reach Group

APRIL 8, 2021

Best in class contact centers, combine ‘Voice of the Customers’ along with ‘Compliance’ and ‘Quality Listening’ to gauge the quality of the contacts and plan proper coaching activities in order to improve the performance of each and everyone of their agents. Start by creating a full QA and coaching program.

Coaching 112

Coaching Contact Center Average Handle Time Wait times 112

CCNG

OCTOBER 6, 2020

I hesitantly agreed to hold large group meetings twice monthly, and we surveyed the broader group before we launched the new meeting cadence and again after some time to see if the increased frequency was having the desired effect. Those monthly meetings took a long time for me to plan, as well-executed virtual meetings usually do.

CCNG 195

CCNG outsourcing Surveys Coaching 195

DMG Consulting

DECEMBER 2, 2022

DMG Consulting’s survey of contact center operational and technical goals and investment priorities for 2022 showed that executives are primed to make a series of technology investments to enhance the performance, productivity, and perception of their service organizations. Real-Time Guidance: Help for Agents and Customers.

Coaching 48

Coaching Average Handle Time Contact Center Analytics 48

ChurnZero

JANUARY 10, 2023

This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on Customer Success hiring for SaaS and tech companies nationwide. Companies are asking candidates to do more and come in with more experience, at all levels.

Coaching 52

Coaching Benchmark Consulting Consulting 52

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

Cisco - Contact Center

SEPTEMBER 17, 2020

American management consulting firm McKinsey, concluded that “A company’s competitive edge lies in seeing the world through the customer’s eyes.” We’ve made it easier for you to receive real-time notifications when your customers give you survey feedback, so that you can quickly follow-up and “close the loop” with your customers.

contact center solutions 130

contact center solutions Contact Center Surveys Enterprise 130

Nicereply

MARCH 23, 2021

Customer Service Experts, Writers, Consultants, and Influencers. Blake Morgan – Influencer, Customer Experience Consultant and all around smart lady, Blake’s been sharing her knowledge as a Forbes contributor for years, host of The Modern Customer Podcast. Bill Bounds – Customer Support and Leadership Consultant.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

Robert C. Davis and Associates

JANUARY 24, 2018

Case in point, the findings from two recent surveys. Contact Center Challenges & Priorities for 2018 by Lori Bocklund – The #1 priority is coaching and development. Contact Center Executive Priorities for 2018 by Jim Rembach – The #1 priority is coaching. But how can supervisors coach and develop if everything is a priority.

Coaching 40

Coaching Contact Center Surveys Consulting 40

Steve DiGioia

SEPTEMBER 16, 2016

Today’s guest post is by Ben Motteram , the Principal at CXpert, a customer experience consulting company. BF : Yes, we constantly survey both our owners and tenants. It will also improve the chances of them responding when you survey them again in the future. Thanks Ben! Does LITTLE have such a program? BM : Absolutely. .

Real estate 257

Real estate Customer Experience Journey mapping Employee engagement 257

Outsource Consultants

SEPTEMBER 14, 2021

That’s because nearly 40% of current incoming call volume can be handled entirely with automated, self-service channels , according to a business leader survey from Gartner. So if you have specific AI goals, you should definitely consult on your options with an expert contact center partner.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

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

GetFeedback

AUGUST 14, 2019

This is done with a formula to see the percentage of customers who selected very satisfied or somewhat satisfied against the whole of your customers surveyed. . Such as: (Number of satisfied customers (4 and 5) / Number of survey responses) x 100 = % of satisfied customers . Goal 2: Coach employees. See the example below.

Metrics 109

Metrics Journey mapping Surveys Feedback 109

CSM Magazine

NOVEMBER 14, 2023

Leading research and consulting firm Gartner predicts that Conversational AI will reduce contact centre labour costs by $80billion in 2026 and over the same period, one in 10 agent interactions (10%) will be automated, an increase from an estimated 1.6% of interactions today. However, there are other ways to nurture your brightest talent.

Average Handle Time 52

Average Handle Time Customer centricity Coaching Self service 52

Return Customer

MAY 16, 2018

Yet, over 71% of customers surveyed by the researchers said that these programs do not really engender loyalty. Coach Marks . A popular way to onboard such customers is through coach marks. Coach marks are essentially graphical overlays that highlight the various buttons and sections of your website. Online Courses.

Coaching 71

Coaching Consulting Consulting B2B 71

TeamSupport

OCTOBER 12, 2020

That’s what Mike Caracalas , leadership coach, executive consultant, and author of Ten Strategies to Get Better Results with People advised when we sat down with him last Spring. “Right now, you as leaders have only one option: lead your way out of this challenge.” 1 (The responding companies employ 4.4 million workers. ).

Customer Support 59

Customer Support Consulting Consulting Coaching 59

Taylor Reach Group

AUGUST 26, 2020

Keep in mind that only a small percentage of customers complete surveys (higher percentage if calling). So you need to initiate enough surveys to get a reasonable sample size. To find out more about how Taylor Reach can help your company with First Contact Resolution, CLICK HERE to schedule a free consultation.

Analytics 121

Analytics Interactive Voice Response Contact Center CRM 121

CX Global Media

JULY 12, 2019

I am responsible for all fiscal and operational aspects and have a particular gift for creating and maintaining a high employee engagement measured through high survey scores conducted by Denison and Gallup polls for several consecutive years. Business Partner and Owner, The LAMA Training by McKee Consulting. Judy McKee ?Business

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

DMG Consulting

NOVEMBER 30, 2023

The most recent generation of IA offerings comes with transformational tools that leverage AI to passively capture voice-of-the-customer (VoC) findings and insights, minimizing (or even eliminating) the need to survey customers directly. The post AI + IA = Great CX appeared first on DMG Consulting. After-interaction summarization.

Average Handle Time 48

Average Handle Time Contact Center Analytics Coaching 48

CSM Magazine

OCTOBER 12, 2022

Recently, Calabrio surveyed 250 consumers around the world and the results were impressive. Why not offer individual or group coaching sessions where you together review telephone interactions of frustrated customers with agents? Graeme Meikle is a Senior Consultant at Calabrio. About the Author. About Calabrio.

Coaching 52

Coaching Upselling Analytics Customer centricity 52

SmartKarrot

NOVEMBER 2, 2020

Customer success consultants are an experienced and established party with a primary objective to serve the customer success niche. The members of the customer success consultation zero in on developing a strong foundation for the domain to dwell and accelerate. Glide Consulting Mikael Blaisdell and Associates, Inc. Infinipoint.

Consulting 10

Consulting Consulting Coaching SaaS 10

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. We surveyed 567 agents across the United States. Demographics. Our respondents were 52.2%

Scripts 52

Scripts Coaching Contact Center Surveys 52

JustCall

AUGUST 7, 2023

The consultative nature of conversational sales unlocks opportunities for businesses to leverage artificial intelligence technologies for sale. Training & Sales Enablement The use of conversation intelligence technology for sales teams truly stands out when one views it as a tool for sales coaching and enablement.

Chatbots 52

Chatbots Sales Surveys Upselling 52

CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%.

Surveys 345

Surveys Contact Center Consulting Consulting 345

SharpenCX

MAY 11, 2021

We asked customer experience leaders and consultants to weigh in on the challenges they’ve seen with work from home call centers. Supervisors should have 1:1 touch bases with agents everyday including one 30-60 minute video QA coaching session and one 15 minute video checking ‘their pulse.’ How are they doing and how you can help?

Call Center 67

Call Center Consulting Consulting Contact Center 67

Balto

JUNE 22, 2023

Guest post by Jeff Toister How do you coach agents to be self-sufficient and self-motivated? For example, one contact center gave agents an incentive for achieving good survey scores. He is a consultant and trainer who helps organizations develop customer-focused cultures. Do agents have goals or objectives that create conflict?

Contact Center 59

Contact Center Surveys Coaching Consulting 59

Robert Davis

FEBRUARY 7, 2017

On January 26, 2017, we conducted an NPS survey to determine our impact on our client. The survey was a three-question anonymous survey of our client’s contact center site leadership about RCDA’s performance in our support of 10 sites. Post-survey feedback has been validating as well. Keep up the great work!”

Coaching 48

Coaching Consulting Consulting Feedback 48

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

GetFeedback

FEBRUARY 15, 2019

This can be done through surveys after an interaction, either sent through an automated phone call or email tools or even by making a personalized call to a customer for detailed feedback. To go beyond this, consider tracking long-term employee development through training sessions, coaching, and performance meetings.

Customer Experience 128

Customer Experience Customer advocacy Feedback Coaching 128