Beyond Philosophy

JULY 14, 2022

I’ve coached team members to let their humor come out in business. Other examples would be physical comedy, like Fails videos where you watch people slip and fall or crash their go carts or break their ceiling fans. The post How to Be Funny and Use Humor in Business to Your Advantage appeared first on CX Consulting.

Coaching 413

Coaching Consulting Consulting Personalization 413

Sikorski's Think Abouts

APRIL 5, 2015

What will coaching do? Modify agent behavior through coaching. This week’s question for your employees – Why do you like being coached? Warmest regards, Laura Sikorski – Independent Call Center Consultant. WebTV Show Video Archives [link]. Correct undesirable behaviors. Improve communications skills.

Coaching 45

Coaching Calibration Contact Center Call Center 45

Customer Guru

APRIL 10, 2018

Continuing with our initiative of sharing experiences of top-notch CX experts, we have another gem of an interview with Mr. Gangadhar Krishna, an independent author, coach, trainer and consultant in customer service and excellence. My approaches were viewed with skepticism initially. Try it, it works!

Consulting 110

Consulting Consulting Customer Service Customer centricity 110

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

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 also been that leader who scheduled a virtual meeting without regard for the time differences of participants.

CCNG 195

CCNG outsourcing Surveys Coaching 195

Beyond Philosophy

NOVEMBER 11, 2014

Check out the video: I really love this video as it just shows the extent to which we are driven on autopilot by our habits (literally in this case). We know that we are, in the well-worn phrase, ‘creatures of habit.’ The research has applications outside of store purchases.

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

ShepHyken

MARCH 18, 2022

Travis Kalanick’s leadership came into question quite often after videos of him arguing with a driver were released. Not sure about the negative impact leaders have on the organization? Need some examples of the bad? . Other examples: He said Uber wasn’t responsible if drivers attacked passengers, and he degraded women.

Customer centricity 161

Customer centricity Coaching Consulting Consulting 161

Call Center Weekly

MAY 10, 2018

She would dump a dozen video tapes into the book-drop, go into the children's section and fill up the stroller basket with more videos, and then come back to the desk to check them out. She included the board books in her stack of videos, finished her check-out and left. I bet he'll like it if his older sister reads them to him.”

Consulting 134

Consulting Consulting Coaching Education 134

Callminer

FEBRUARY 4, 2021

Adrian Travis is the Founder and President of Trindent Consulting. Carol Tompkins is the Business Development Consultant at AccountsPortal. Courtney Quingley is a Reputation Consultant from Rize Reviews. Coaching needs to happen in real time from management. Adrian Travis. Carol Tompkins. accountsportal. Courtney Quigley.

Call Center 345

Call Center Contact Center Finance 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.’ Infrastructure.

Call Center 67

Call Center Consulting Consulting Contact Center 67

ChurnZero

MAY 3, 2022

Did you know that, by the end of this week, one-third of internet users* will have watched a tutorial or how-to video? We also love their bite-sized CS skills videos that tackle common challenges for CSMs. Whether you’re building your expertise in cooking, crocheting, coding, or Customer Success, YouTube is now the place to level up.

Journey mapping 98

Journey mapping Customer centricity SaaS Education 98

Amity

DECEMBER 5, 2018

Winning by Design is a premier provider of strategy consulting and coaching programs for SaaS Sales and Customer Success organizations. They are the leaders in SaaS Sales consulting and training, and have recently added Customer Success to their area of expertise. Are there a lot of consultants based in Toronto?

SaaS 84

SaaS Consulting Consulting Coaching 84

Robert Davis

AUGUST 13, 2019

Davis and Associates to bring modern consulting practices and state-of-the-art omnichannel contact center technology to midsize and enterprise organizations. Davis and Associates consults Fortune 500 clients, enterprise BPOs, and global utilities companies. Bright Pattern partners with Robert C. SAN BRUNO, CALIF., AUGUST 06, 2019.

Contact Center 48

Contact Center Consulting Consulting Coaching 48

TechSee

SEPTEMBER 7, 2021

Traditionally, companies have onboarded and trained new agents and technicians using one-on-one coaching or classroom-style role-playing. This works by using images and video from past support interactions to help train and onboard new agents and technicians. Onboarding & Training. Coordinating Curtains. service contracts .

Technical Support 191

Technical Support Sales Upselling Technology 191

BlueOcean

DECEMBER 15, 2022

He has been a successful player support consultant for years thanks to his deep expertise in customer experience, video game development, live operations support, and much more. What inspires me most about Tony’s player support journey is his desire and willingness to share knowledge.

Consulting 62

Consulting Consulting Customer Support Customer Experience 62

Taylor Reach Group

MARCH 20, 2020

Provide free or subsidized lifestyle coaching, counseling, or self-management programs. Distribute materials, such as brochures, fliers, and videos, to all employees about the signs and symptoms of poor mental health and opportunities for treatment. Follow Taylor Reach and Colin Taylor on Twitter at @Taylor_Reach and @colinsataylor.

Contact Center 105

Contact Center Consulting Consulting Coaching 105

TeamSupport

OCTOBER 14, 2020

Let’s revisit an excerpt from an interview we did with Mike Caracalas , leadership coach, executive consultant, and author of Ten Strategies to Get Better Results with People. It’s easier to facilitate input from all voices when you’re asking everyone specifically on a video or conference call.”. We couldn’t agree more!

Customer Support 98

Customer Support Call Center Coaching Consulting 98

Call Design

MARCH 18, 2021

Video conferencing tools such as Microsoft Teams and Zoom have been invaluable as they enable you to see everyone and not just hear their voice. Other tools such as real time automation can monitor the queues and add coaching or training to schedules at suitable times or message team leaders if it looks like someone needs help.

Gamification 78

Gamification Coaching Consulting Consulting 78

Balto

JULY 8, 2022

By now we all know that the COVID-9 pandemic has rapidly accelerated the convergence of unified communications (UC) technology, including voice, messaging, and video, with contact center capabilities. Voice is Just One Piece of the Puzzle…. About the author.

Chatbots 97

Chatbots Self service Contact Center Coaching 97

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

TeamSupport

APRIL 15, 2020

In Part 1 of this series, we introduced Mike Caracalas , leadership coach, executive consultant, and author of Ten Strategies to Get Better Results with People , who says that “Right now, you as leaders have only one option: Lead your way out of this challenge.”.

Coaching 64

Coaching Education Consulting Consulting 64

ChurnZero

MAY 3, 2022

Did you know that, by the end of this week, one-third of internet users* will have watched a tutorial or how-to video? We also love their bite-sized CS skills videos that tackle common challenges for CSMs. Whether you’re building your expertise in cooking, crocheting, coding, or Customer Success, YouTube is now the place to level up.

Journey mapping 52

Journey mapping Customer centricity SaaS Education 52

Enghouse Interactive

MARCH 19, 2021

We’ve been socialising over video rather than down at the pub, our living room has become our office, and we’ve been increasingly shopping online because physical stores have been shut. The biggest shift has been around the use of video chat – with 85 percent saying they’d like to engage with organisations over video.

Coaching 74

Coaching Technology Consulting Consulting 74

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%. First contact resolution (FCR) is one of the most critical KPIs used to gauge the quality of customer service and the overall efficiency of a call center.

Call Center 196

Call Center Self service Gamification Contact Center 196

CX Global Media

JUNE 6, 2017

Its services include telephone interpreting, video interpreting, marketing and social media, short message translation, face-to-face interpreting, project-based translation, translation and localization, consulting, and language learning. appeared first on Call Center Coach.

Contact Center 176

Contact Center Government Healthcare Call Center 176

Customer Interactions

FEBRUARY 20, 2015

Recently, representatives from Baylor University talked with Athletic Business Magazine about how real-time video surveillance has helped to ensure a great game-day experience for Big 12 football fans at Baylor’s all-new McLane Stadium. A key part of delivering that experience is a video surveillance system.

Construction 30

Construction Coaching Consulting Consulting 30

CSM Magazine

DECEMBER 5, 2017

The use of video will continue to evolve in the customer service space. There has been an increase in using video to provide customers with things like visual “how to guides” and product demonstrations. Fara was also part of Amdocs Consulting Division in Canada.

Customer Service 80

Customer Service Gamification Self service CRM 80

360Connext

FEBRUARY 12, 2018

With options like webinars and online video courses, learners can go at their own pace. Video courses have come a long way, so I’m always tapping into at least one to make sure I’m keeping up. “Education and enrichment of all kinds help us become better versions of ourselves…” -@jeanniecw Click To Tweet.

Education 88

Education Healthcare Scripts Customer centricity 88

Balto

JUNE 22, 2023

Guest post by Jeff Toister How do you coach agents to be self-sufficient and self-motivated? This short video gives you a preview of what a successful and unsuccessful onboarding process looks like. He is a consultant and trainer who helps organizations develop customer-focused cultures.

Contact Center 59

Contact Center Surveys Coaching Consulting 59

Fonolo

NOVEMBER 17, 2020

Bill Quiseng CX Expert, Speaker & Consultant. To achieve that within a remote or hybrid work environment, we’re going to see more contact centers reach for a cloud-based technology that drives camaraderie, increases visibility, allows supervisors to coach from anywhere, and enables agents to self-manage.”

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

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. For some reason, this doesn't happen in other service channels.

Social media contact 111

Social media contact Contact Center Scripts Accountability 111

Real Blue Sky

JUNE 15, 2022

According to a study from the Boston Consulting Group – companies with effective onboarding strategies are 22% more profitable than their less engaged counterparts. There is a direct correlation between employee turnover, and lack of engagement to poor training, professional development, and coaching.

Contact Center 52

Contact Center Consulting Consulting Coaching 52

DMG Consulting

JULY 9, 2021

These are short contacts (face-to-face on-site or by video when remote) to check in with each agent, answer their questions, and ensure they have the support they need for the day. Contact centers should develop a supervisory training class that provides instruction in how to coach agents.

Contact Center 67

Contact Center Coaching At home agents Best practices 67

CX Global Media

APRIL 10, 2017

You might need to access product materials, reference a how to video, highlight a client testimonial, or visually review a customers billing history. A collaboration between the finest sales consultants, creative thinkers and digital engineers, with experience in sales psychology, buyer behavior, digital technology and media production.

Sales 120

Sales Contact Center Customer effort Call Center 120

Sikorski's Think Abouts

APRIL 12, 2015

Provides: “On the spot” coaching and guidance. Warmest regards, Laura Sikorski – Independent Call Center Consultant. WebTV Show Video Archives [link]. The measurement process should take into account all customer interactions – Voice, Email, Chat, Social Media, ++. Side-By-Side Monitoring. Silent Monitoring.

Coaching 40

Coaching Consulting Consulting Call Center 40

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. He is the founder and CEO of the Tormey Consulting Group and the immediate past CEO of Xenon-VR Inc., Documentation of contacts. an emerging medical device company.

Healthcare 52

Healthcare Customer Care CRM Self service 52

ChurnZero

JANUARY 22, 2021

To learn how selling and taking great care of your customers actually go hand in hand, we hosted a webinar with Bryan Neale, Founder of Blind Zebra Consulting and self-proclaimed “CS Sales Whisperer.”. We are huge fans of using video to do this. Use video to do that. You do your video, and it emails it to them.

Sales 98

Sales Chief Customer Officer Upselling Metrics 98