aircall

JANUARY 3, 2018

If you’re managing a customer support team, then you’re as much a coach as you are a supervisor. Good coaches make their players better, but great coaches go the extra mile and continue making themselves better as well. Identify Coaching Opportunities. Feel free to go beyond the statistics as well.

Coaching 86

Coaching Morale Analytics Benchmark 86

Toister Performance Solutions

DECEMBER 20, 2018

Here's how I create scenes for my courses. For a segment on identifying customers' emotional needs, I thought back to the time I was a customer service manager for a catalog company that sold collectibles. The contact center set used in the video above was the same one used for my course, Phone-Based Customer Service.

Contact Center 50

Contact Center Scripts Customer emotions Coaching 50

aircall

JANUARY 3, 2018

If you’re managing a customer support team, then you’re as much a coach as you are a supervisor. Good coaches make their players better, but great coaches go the extra mile and continue making themselves better as well. Identify Coaching Opportunities. Feel free to go beyond the statistics as well.

Coaching 81

Coaching Morale Analytics Benchmark 81

SharpenCX

APRIL 22, 2021

The good news: you can coach agents to effectively handle these situations and calm customers down. Coach agents to listen and resist the urge to be defensive. Coach agents to stop anger in its tracks. Read Next] 3 tactics to level-up your call center coaching with speech analytics.

Scripts 128

Scripts Coaching Call Center Accountability 128

Callminer

AUGUST 1, 2017

Coping with unanticipated upticks in demand, staff turnover, and other common call center challenges only further complicate matters for managers working to create an efficient, productive, and effective team. Vincent Nero is the VP General Manager of Successories. Source: Human Resource Management; Issue: 51(4); 2012; Pages 535-548.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Serenova

JULY 7, 2020

Traditional onetime, classroom-type call center training, delivered to all new agents over the course of one or many days, falls short because most people forget what they’ve learned over time. Scripting to facilitate conversations. The most successful contact centers are abandoning point-in-time, one-size-fits-all training programs.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

Comm100

JUNE 30, 2016

We’ve compiled a comprehensive list of the best courses out there, ranging from free online courses to pricier, on-site seminars that bring learning straight to your office. Pick the course that fits your companies time, budget, and learning needs, and you have nothing to lose. Customer Service Training by ALISON.

Customer Service 58

Customer Service Banking Education Scripts 58

Enghouse Interactive

JULY 7, 2021

Contact Center call volumes are increasing exponentially, resulting in supervisors dealing with agent assessments on more of an exception basis than as a normal course of business. While expectations are that all agents will adhere to call scripts, manage conflicts, and comply with regulations while treating customers with empathy.

Scripts 52

Scripts Coaching Contact Center Call Center 52

Upstream Works

DECEMBER 20, 2022

Over the course of 2022, artificial intelligence (AI) became mainstream for contact centers. The intent is to minimize the need for agents to manually manage repetitive tasks or keep switching across various apps to retrieve and organize information during customer interactions. In 2023, it will become table stakes. Virtual Agent.

Customer Experience 78

Customer Experience Virtual Agent Contact Center Scripts 78

aircall

JANUARY 3, 2018

If you’re managing a customer support team, then you’re as much a coach as you are a supervisor. Good coaches make their players better, but great coaches go the extra mile and continue making themselves better as well. Identify Coaching Opportunities. Feel free to go beyond the statistics as well.

Coaching 48

Coaching Morale Analytics Benchmark 48

Fonolo

FEBRUARY 3, 2022

When communicating in person, we use much more than just our words — body language, facial expressions, hand gestures, and of course, tone of voice. Expert voice coach Maria Pellicano found that 28% of call center agents’ tones of voice sound “strained and tired.” Industry Report: State of the Contact Center 2022.

Call Center 81

Call Center Scripts Coaching Best practices 81

Babelforce

SEPTEMBER 15, 2021

This company has a ‘preboarding’ course for all employees. Experienced employees can provide real-time coaching and feedback, which many of them sincerely enjoy doing! 4 Go beyond scripts. Scripts help agents provide great customer service. He also introduced a two-day course for the entire organization.

Call Center 102

Call Center Scripts Contact Center Airlines 102

SharpenCX

APRIL 7, 2021

A good manager is a good coach. Yet too many customer service leaders are bogged down by other tasks to actually dedicate time to coaching and training their teams. Turns out managers like you only have 7% of their time available for deep work, like training and coaching. Avanade ) .

Customer Service 67

Customer Service Coaching Call Center Employee engagement 67

JustCall

MARCH 6, 2023

Implement time-management techniques Here are some popular time-management techniques that you can experiment with and implement for improving agent speed of working: Prioritizing tasks: Make a to-do list and prioritize tasks based on their importance and deadline.

Coaching 52

Coaching Call Center Scripts Construction 52

Tethr

JUNE 5, 2020

Call center managers earn the respect of their employees by showing them that they are not above any task. Get rid of scripts. As long as your reps have an updated knowledge base, scripts are not necessary. Each time they pick up a new skill, have them track it somewhere to be recognized by other team members and management.

Morale 65

Morale Contact Center Gamification Scripts 65

NobelBiz

FEBRUARY 13, 2024

These features range from managing calls to analyzing customer data. As agents familiarize themselves with the information, the system efficiently manages the dialing process, initiating calls to prospects. CRM Call Center Integration seamlessly combines a customer relationship management (CRM) system with call center operations.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

SharpenCX

JUNE 30, 2021

As a contact center manager, much of what you do daily shapes the quality of your service. And if you use a platform like Sharpen’s , you can pair your omnichannel service with training and coaching all in the same platform. Project 2: Create a Compelling Coaching and Training Program (& Make Use of These Resources!).

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

Balto

DECEMBER 16, 2022

2022 was another year packed with shifting trends for the contact center, and 2023 shows no signs of changing course. Involve them in the script-writing process. Stephen Yap, Director of the Call Centre Management Association. Read on for a sneak peek of what we’re excited for. One cheat code towards empowered agents?

Contact Center 52

Contact Center Agent Empowerment Self service Scripts 52

SharpenCX

JULY 26, 2023

Then, conduct 1:1 conversations with your managers to address key concerns using call center data for support. Tailor coaching to help them develop in-line training plans that address issues specific to each agent. When agents know how they’re tracking toward goals, they can shift mid-course to offer customers better outcomes.

Call Center 67

Call Center Contact Center Contact center software Coaching 67

Serenova

JULY 7, 2020

Traditional onetime, classroom-type call center training, delivered to all new agents over the course of one or many days, falls short because most people forget what they’ve learned over time. Scripting to facilitate conversations. The most successful contact centers are abandoning point-in-time, one-size-fits-all training programs.

Call Center 52

Call Center Scripts contact center solutions Coaching 52

Callminer

FEBRUARY 4, 2021

More effectively identifying and managing customer vulnerability isn’t just a benefit for consumers, companies that can successfully support vulnerable customers deliver better customer service and improve customer retention and loyalty. Identifying vulnerable customers so that agents can take the appropriate course of action.

Call Center 345

Call Center Contact Center Finance Consulting 345

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. One store manager took a mural painting class! Video courses are getting REAL. You can find a course on that.

Education 88

Education Healthcare Scripts Customer centricity 88

Uniphore

JUNE 16, 2021

Management gets to feel like they’ve given agents the resources they need, while the reality on the ground looks a little more like this…. Microlearning Rather than throwing every piece of knowledge at agents at once, microlearning splits it up into more manageable segments. Emphasis on “try.”) ”) The result?

Contact Center 81

Contact Center Call Center Scripts Coaching 81

NobelBiz

JUNE 19, 2023

. – Brad Butler, Contact Center Software Consultant @ NobelBiz Mastering the Art of Real-Time Monitoring as a Call Center Supervisor Real-time monitoring is an art that, once mastered, opens a new dimension of customer service management. This enables them to identify areas for improvement and provide timely feedback and coaching to agents.

Call Center 52

Call Center Coaching Contact Center Metrics 52

JustCall

MARCH 13, 2020

A proper, due course of action helps build a smart system. Senior sales managers should make sure to extend support and guidance to the junior sales reps, at all points. Customer relationship management software helps you easily organize and manage customer data. Cold Call Scripting .

Sales 72

Sales Scripts Coaching CRM 72

NobelBiz

JUNE 5, 2023

Or course, there are different types of lead generation that typically fall into two main categories: Outbound lead generation which generally include direct mail, advertising, cold calling and email marketing. Regular training programs, incentives, and supportive management can help to motivate agents and boost their performance.

Call Center 52

Call Center Scripts CRM Contact Center 52

Quality Contact Solutions

JUNE 15, 2021

Outsource telemarketing supervisors coach both veterans and new agents, so they must communicate appropriately to their audience. Reviewed that I should not stop after objections, but rather go back to the script where I was interrupted return to the point of interruption (RTPOI). Communication: ? Communication skills are essential.

Telemarketing 52

Telemarketing outsourcing B2C Coaching 52

JustCall

MARCH 21, 2022

CRMs help you easily organize and manage customer data. CRM allows seamless management of important deals. With coaching insights on every call, you can identify patterns and pinpoint strengths and weaknesses to sales reps and give them personalized training based on improvement areas. Cold Call Scripting.

Sales 52

Sales Coaching Scripts CRM 52

Balto

SEPTEMBER 23, 2022

This requires proactive management. Managers Often Focus on New Hires. Experienced Agents Want to Go Off-Script. Even when you’ve got your playbook dialed in, agents often want to go off-script and make changes. Going “off script” isn’t necessarily a bad thing if you’re getting the results you want.

Scripts 52

Scripts Gamification Benchmark Surveys 52

NobelBiz

MARCH 14, 2023

Customer relationship management (CRM) software to help agents manage customer information, track interactions, and automate compliance procedures. Data management: Automation rely heavily on data management systems to be effective. Businesses need to have systems in place to effectively manage and store this data.

Contact Center 52

Contact Center Scripts Call Center Government 52

Tethr

JANUARY 30, 2020

A day in the life of a QA manager. Imagine a QA manager’s day looking something like this: an individual sitting at a desk and combing through a sample of calls to measure against their checklist. The manager then uses the criteria in the list to grade the representative in question’s customer experience score.

Call Center 82

Call Center Scripts Average Handle Time Entertainment 82

OctopusTech

JULY 27, 2022

Call center quality monitoring is a program conducted by supervisors or managers where they listen to the conversation of the calls between operators and customers and provide feedback to improve the performance of agents. Allow managers to pinpoint the problems. A contact center team consists of operators, supervisors, and managers.

Best practices 62

Best practices Call Center Scripts Feedback 62

SharpenCX

MARCH 3, 2020

Eventually, the receptionist takes your paperwork, you’re led to a desk, handed a headset and script, and you’re told — get to work! Or, as a newly appointed manager? Download Now: Learn how to better coach agents with 29 tactics and facts, starting with onboarding new employees. How would that make you feel as a new employee?

Contact Center 86

Contact Center Coaching Call Center call center software 86

Quality Contact Solutions

DECEMBER 31, 1969

One of the key factors for telemarketing companies to manage an outbound telemarketing campaign is being able to measure how the program is going. Are there issues with the script, the leads, or the agents? If it’s the script bogging down the calls maybe, it’s time to re-evaluate the script and adjust as needed.

Telemarketing 40

Telemarketing Metrics Scripts Sales 40

CrazyCall

NOVEMBER 27, 2018

Of course, this can be modified as your business grows or evolves but if you want to reap success with your outbound calls, you need to have a clear idea of what you’re trying to achieve. The truth about scripts. Outbound calling can be stressful and using scripts can take some of the anxiety away. Specify your goals and KPIs.

Outbound sales 64

Outbound sales Scripts Average Handle Time Sales 64

Customer Service Life

JANUARY 7, 2021

Macros, canned response, scripts, templates…call them what you want. We recently introduced a new quality assurance process with our customer support team, and as such, I’ve been reading through emails to customers and then coaching agents on ways they can improve. Click here to read the original post.

Contact Center 92

Contact Center Average Handle Time Scripts Banking 92

Customer Relationship Metrics

JULY 26, 2017

Managing a contact center is fast paced and furious. When control over employee performance is influenced by management implementing carrot and stick practices, employees are stripped of control. Effective setting of employee expectations is a critical part of successfully leading and managing a team. Managing Emotions.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211