Tips and Techniques for Coaching Success

Contact Center Pipeline

Coaching agents is arguably the most critical responsibility for frontline contact center management. Coaching agent development call center career path coaching contact center employee engagement performance management

Contact Center Supervisor Training – Contact Center Fitness Boot Camp

Call Center Coach

Supervisor training with Call Center Coach’s virtual boot camps can take on a variety of developmental areas. Virtual boot camps provide a hands-on and action-based way for contact supervisor training to deliver greater value. Contact Center Fitness Goes Beyond Metrics”.

Contact Centers Stream Past Virtual Agents to Virtual Presence

Call Center Coach

For many contact centers taking the leap to implement virtual agents to handle the simple and repetitive tasks is somewhat an easy decision to make. But for one contact center that implemented virtual agents, their call handle times quadrupled!

Tear Apart and Put Together Your New Contact Center

Call Center Coach

Flexibility is often an innocently misunderstood element in the contact center technology evaluation criteria. Afterall, unless you’re evaluating and implementing a wide-array of contact center technology as part of your everyday job, it’s just impossible to keep up with.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

rely on contact. center data 39%. sources that are democratized, such as contact. center data–a goldmine for customer insights. Often overlooked, the contact center provides. CUSTOMER, THE CONTACT. invaluable resource, transforming the contact.

Declaring Victory in the War on Contact Center Agent Performance

Call Center Coach

Whether you’re fighting the battle to stop eating that dessert you love that’s bad for you, or you continuously battle a war with contact center agent performance, it’s time for you to enjoy the sweet taste of victory. And in contact centers they all need to be managed for success.

How to Be a Supervisor in the Modern Contact Center

Contact Center Pipeline

Supervisor Development call center coaching contact center empowerment learning & development supervisor training

Is Your Organization Ready for a Coaching Culture?

Contact Center Pipeline

Culture call center coaching culture communication contact center leadershipWhen it comes to culture, lasting change starts at the top with the leadership team.

4 Facts That Nobody Told You About Coaching Employees

Myra Golden Media

We coach employees to make them better, and to correct unacceptable performance. In both cases, there are four things you, as a “coach” must do to make coaching bring out behavioral change. The Four Things Coaching Must Be.

Trust is Important in the Contact Center

Call Center Weekly

By Celia Thomas To aid and ensure contact center agents are successful, leadership must support and values them. When the front line has confidence in the leadership team, they will be more open to coaching, modifying their behaviors, and they’ll adapt to change easier.

The Number One Factor in Your Contact Center’s Success

Speaker: Jim Rembach, President of Call Center Coach

12 Tips to Find Time for Coaching

Contact Center Pipeline

Customer experience, employee engagement and sales results are driven by effective coaching. Coaching helps develop your agents’ skills. However, coaching needs to be done on a consistent basis. Coaching agent development call center coaching contact center time management

This Is What Destroys Contact Center Morale

Call Center Coach

And this is what destroys contact center morale? Just like your customers hate to have an expectation not met, so do your contact center agents. Let’s get real, how many of your contact center agents actually interact with c-level executives?

Morale 232

Two Factors Make It Easy for Contact Center Chat

Call Center Coach

The contact center industry can seem very fragmented at times. One thing that we must remember is there are new contact centers being opened all of the time, and in a wide range of industries. These Two Factors Make It Easy for Contact Center Chat – Click to Tweet.

7 Tips for Creating A Contact Center that Fuels Transformation

Call Center Coach

7 Tips for Creating A Contact Center that Fuels Transformation. Being a contact center leader has become more important in business transformation than being a CEO. In a contact center the most important leaders in the transformation are on the frontline.

4 Strategies to Boost Agent Productivity

Speaker: Melissa Pollock, Customer Success Officer, AmplifAI

Contact Center Technology Finally Enables You to Be Customer Centric

Call Center Coach

The irony of many legacy contact center communication platforms that are being used to serve customers often prevent you from doing it effectively. Also, what you wanted to create is as self-manage contact center with a very strong artificial intelligence component into it.

Committing To A Coaching Culture In The Contact Center Wins Significant Rewards

Robert Davis

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. Are you willing to make this type of commitment in your contact center organization?

Are contact centers making the right chatbot decisions?

Call Center Coach

When you’re thinking about making the decision to implement chatbots in your contact center, how should you start? Are contact centers making the right chatbot decisions? at Call Center Week in Las Vegas. AI chatbots can support your contact center agents too.

The Most Unlikely Source Is Blocking Contact Center Transformation

Call Center Coach

Change is hard, especially in the contact center industry. The humor of this eye-opener is that those of us in the contact center profession are supposed to be in the business of helping meet the needs of our ever-changing customer expectations.

Why Do Contact Center Agents Stay?

Call Center Coach

Regardless of the economic cycle, turnover can be a problem for a lot of contact centers. Whether it’s just retaining any person to be in your contact center or just those high performers. The frontline supervisor ( Call Center Supervisor Success Path ).

Training vs. Coaching: Which Is Better?

Contact Center Pipeline

Training and coaching are two different approaches, but people often use the words interchangeably—and even worse, they use the tactics interchangeably. To coach is to help the learner use those tools to achieve maximum effectiveness. […].

Forgotten Yet Key Source for Contact Center Best Practices

Call Center Coach

I’ve been very fortunate to have gained different perspectives in the contact center industry. If you ever get the chance to come to Charlotte, make sure you put Coke’s contact center on your list to visit.

Coaching? Don’t Make Your Agents Defend Stupidity

Contact Center Pipeline

Coaching call center coaching contact center motivation praise recognitionI knew I was in trouble! I was driving down the highway with my lovely wife, Jana, when we spotted a traffic jam up ahead.

Why Are Contact Centers Cancelling Supervisor Training?

Call Center Coach

I got a chance to learn more about the “training class” topic with Master Contact Center Trainer Penny Reynolds on the webinar How Do Your Call Center Supervisors Measure Up? Why are Contact Centers Cancelling Supervisor Training?

Bringing Quality Monitoring into the Heart of the Contact Center

Contact Center Pipeline

Our latest webinar, Bringing Quality Monitoring into the heart of the Contact Center, was packed with an array of knowledge and best practice techniques on the topic of quality monitoring (QM).

Contact Center Quality is NOT a Score: Stop Using Checkboxes

Call Center Coach

Contact center quality is transforming just like many other aspects of contact center operations. Here is an edited version of our interview: Jim Rembach : This is Jim with the Fast Leader Show and I am at Customer Contact Week with Jim Iyoob of ETech.

Putting Humanity in Contact Centers

Customer Relationship Metrics

It’s just the nature of the contact center industry. Or is it time to put humanity into your contact center? “It’s It’s time to put humanity into your contact center.” Managing a contact center is fast paced and furious.

Why the best contact centers ignore survey scores

Call Center Coach

When it comes to improving survey scores, most contact centers have way too many obstacles and paths in front of them, so they need to learn to take a path less traveled. I rarely have ever found a successful senior contact center leader say, “Our goal is to be average.”

Create a Coaching Culture

Contact Center Pipeline

Mention the word “coaching,” and most contact center professionals might think of the supervisor-to-agent feedback session that takes place as part of the QM process. Culture call center communication contact center culture empowerment

Top 3 Trends in Contact Centers Today

Call Center Coach

I met up with Justin Robbins at the opening Demo Hall Bash at the CCDemo in Las Vegas to find out about the top trends in contact centers today. What are the top 3 trends in contact center today?” AI is making the contact center agent a more valued organizational asset.”

10 Contact Center Coaching Methods that Work

SharpenCX

Your agents quit their jobs when they don’t get the coaching they need. The post 10 Contact Center Coaching Methods that Work appeared first on Sharpen Contact Center Software.

Lassoing the Wild West Contact Center Technology

Call Center Coach

And Lori Bocklund has seen both happen in the current Wild West of contact center technology that exists today. Unstable Contact Center Technology. As Lori states, when it comes to contact center technology, all of this is happening.

Contact Center Agent to Supervisor Success Path

Call Center Coach

Being able to accelerate the path from successful contact center agent to supervisor success is a top priority in the contact center industry. Contact Center Agent to Supervisor Issues. Nowhere is this job change more evident than in the contact center.

The Best Advice for Contact Centers in 2018: The Experts Weigh In

Fonolo

This is especially true for those of us involved in the cacophony of contact centers; we are essentially the appointed, trusted ‘brand listeners’ who hear many, many voices on a given day, including those of both customers and colleagues. Contact center professionals?

How You Can Make A Big Difference in Contact Centers

Call Center Coach

Meeting with Nate Brown from United Laboratories at ICMI’s Contact Center Expo was absolutely a thrill. Especially catching up with him after being the MC of the ICMI Global Contact Center Awards. During our interview Nate shared some important current and future insights into the contact center industry and how you can make an impact. And leave a legacy that positively impacts the entire contact center community.

Contact Center Supervisor Training – Virtual Boot Camp for Creativity

Call Center Coach

Virtual Boot Camps provide a hands-on and action-based way for contact supervisor training to be more engaging and fun for the learner – and significantly more affordable than any other boot camp method. The call center supervisor role is a very demanding and daunting position.

Bed Bugs Invading Contact Centers: New Issues in Performance

Call Center Coach

Just when we think managing all of the different customer contact channels, and those customers that can never be satisfied is pesky – we now must add beg bugs to the list of contact center performance issues. While at ICMI’s Contact Center Expo I was walking the Expo Hall and spotted a vendor that caused me to pause. Bed bugs in contact centers?! That’s why Orkin was at the Contact Center Expo.

4 Best Practices To Incorporate Wellness In Your Contact Center

Call Center Weekly

In the contact center community, we understand the true value of a happy customer. As your personal customer service health coach , I guide leaders and teams through this journey. As contact center agents, we find ourselves sitting still the majority of our shift.

Another Disruption in Contact Centers: Pay Dramatically Increases

Call Center Coach

The contact center agent job is getting harder, talent is harder to attract, unemployment is down and the labor market is tight…all of this is causing a disruption in contact center pay. With such a large number of people in society living from paycheck to paycheck…or payday to payday, contact centers can differentiate themselves by giving employees more control of when they get paid. And for many, these are the majority of workers in contact centers.