ShepHyken

SEPTEMBER 16, 2020

The focus, of course, was on customer service and experience. He wasn’t talking about upgrading a coach seat on a plane to a first-class seat. Yes, there are overhead costs associated with their salaries and the equipment and technology they use. I recently wrote an article in Forbes about how to get customers to pay more.

Customer Service 420

Customer Service Coaching Technology Customer Care 420

3CLogic

MARCH 25, 2022

The reality, of course, is far different. While it might sound too good to be true, the right technology can help significantly. It’s a technology that links your phone system to your computer applications. Real-time call monitoring that allows supervisors to intervene and identify key coaching opportunities.

Interactive Voice Response 52

Interactive Voice Response Technology Average Handle Time Contact Center 52

CCNG

MARCH 30, 2022

Coach the agent for 20 minutes – check off the box and get the green dot. To be truly successful, work-at-home culture has to evolve and be cultivated to support any process or technology. Understanding the mental process for supervisors It’s time for the 15-minute agent coaching time. Does that make sense?” The agent agrees.

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195

Voxjar

APRIL 9, 2020

Due to the coronavirus ( COVID-19 ) we’re experiencing mass adoption of work-from-home technology and processes. This guide will show you how to make the transition to remote call coaching and quality assurance. How to overcome the biggest challenges of remote call coaching and QA. Delivering QA and Coaching Feedback from Home.

Coaching 52

Coaching Call Center Analytics contact center workforce 52

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. In addition, Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Skybridge

APRIL 13, 2020

But of course, there are longer-term factors to consider – and conquer – in order to lead high performing customer care teams capable of delivering superior customer and patient experience. In today’s post, I’d like to highlight how your coaching process will need to change. If you would like to know more, please reach out.

Coaching 52

Coaching Customer Care At home agents Call Center 52

Global Speech Networks

JANUARY 11, 2022

Few business solutions are equipped for this challenge — but cloud technology offers promising solutions. Of course, that’s often easier said than done. As financial institutions pivot to answer increasingly digitised demands, there comes a need for organisations to review existing technology and delivery platforms.

Finance 52

Finance Technology Customer Experience Cloud contact 52

Fonolo

JANUARY 31, 2023

Simply put, call center training is any course, seminar, video, coaching session, or other activity that teaches the skills and behavior required for success in a call center. Mentoring or coaching With the right guidance, there’s always an opportunity for one-on-one learning, which can be very effective.

Call Center 141

Call Center Contact Center Coaching Gamification 141

TeamSupport

MARCH 17, 2022

What if supervisors could course correct before disaster? That’s the idea behind the new and highly-requested Supervisor technology for TeamSupport’s Messaging and Live Chat product, a groundbreaking live chat feature that empowers managers to provide suggestions and coaching in real-time. Reduce time to resolution.

Customer Support 97

Customer Support Coaching Management Technology 97

Global Response

MAY 15, 2023

Providing Ongoing Training and Coaching Speaking of actionable feedback, providing ongoing training and coaching for agents is a key element of call center quality control. Timely: Provide real-time feedback and coaching. The closer to the interactions the coaching and feedback happens, the more effective it will be.

Call Center 62

Call Center Scripts Coaching outsourcing 62

ShepHyken

AUGUST 6, 2019

Exemplary companies and technologies have universally raised customer expectations to a higher level. The faster you can build learning into the culture of your organization, the faster you can build the response mechanisms to adjust course to the wildly changing market conditions and customer expectations.” – Jeff Gothelf.

Customer centricity 295

Customer centricity Coaching Consulting Consulting 295

Integrity Solutions

AUGUST 24, 2022

The introduction of new technology and tools, combined with a shift away from face-to-face and drop-in visits to tightly planned Zoom meetings, has permanently changed the selling landscape. What they don’t always recognize is that it’s something that can be developed through effective training and coaching.

Sales 86

Sales Coaching Calibration B2B 86

CX Global Media

MARCH 26, 2019

Of course, there is. Here’s a transcript of my interview with Scott: Jim Rembach: Hey, this is Jim with the Fast Leader Show and Call Center Coach. What we have a technology that is actually a patented solution called a mobile merge reality. This new problem to contact centers requires new thinking. Is there an app for that?

Virtual Agent 216

Virtual Agent Contact Center Coaching Call Center 216

TechSee

AUGUST 14, 2023

Follow on LinkedIn Brad Cleveland , Consultant, Keynote Speaker, Course Instructor Brad Cleveland is a global expert in customer strategy and managemen t. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

JustCall

MAY 14, 2024

It encompasses various courses, seminars, coaching sessions, and activities designed to teach the skills and behaviors necessary for success in a call center environment. This includes compliance training, quality assurance training, technology/software training, and sales/customer service training. What is call center training?

Contact Center 52

Contact Center Coaching Call Center contact center solutions 52

Fonolo

DECEMBER 6, 2022

This might look like taking an online course and learning to adapt your leadership style , researching new business models and processes, and honing communication skills with different stakeholders. . If any of those items aren’t covered, it’s time to reassess and update your call center technology. Are your sales dropping?

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

ShepHyken

NOVEMBER 18, 2022

Of course, in the work of dedicated customer service, there can also be difficulties, such as the right choice of technology to be used. This will also increase the efficiency of ordinary employees because then it will be easier to distribute the workload during the day and finish tasks on time. .

B2B 170

B2B Customer Support Best practices Coaching 170

CX Global Media

SEPTEMBER 22, 2017

Many organizations acquire technology to address pressing challenges in their contact center and while your ship initially sets sail on a positive path, changes in executive sponsorship, technology champions and competing priorities can sometimes cause inertia in your program initiatives.

Analytics 136

Analytics Contact Center Coaching Call Center 136

Myra Golden Media

APRIL 5, 2023

The Role of Technology in Signposting Technology can play a valuable role in supporting effective signposting in phone conversations. Other technologies, such as chatbots or virtual assistants, can also use signposting techniques to guide customers through self-service processes or support common issues.

Best practices 156

Best practices Call Center call center software Healthcare 156

SharpenCX

JUNE 30, 2021

Technology is definitely part of delivering good customer service. What can you do to support your team through changes in technology and shifting customer expectations? Investing in quality tools and technology in your contact center can go a long way. Empower your employees with technology, so they can do their best work. .

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

CSM Magazine

OCTOBER 10, 2023

In the contact centre, where customers may be anxious, angry or upset, the effect often throws agents off course, impacting their mood, amplifying disengagement, and increasing AHT. Understand that the problem is not empathy in itself but how it is coached.

Average Handle Time 59

Average Handle Time Agent burnout Coaching Finance 59

Hodusoft

MAY 29, 2024

It offers advisory services, research, and user reviews over 300 market categories, which include medical, CRM, HR, construction, business intelligence, and marketing automation, and, of course, call and contact center software solutions. Eliminates manual dialing tasks and minimizes agent downtime.

Interactive Voice Response 52

Interactive Voice Response Contact center software CRM Contact Center 52

24-7 InTouch

NOVEMBER 10, 2020

With the goal of enhancing the customer service experience overall, quality assurance (QA) not only allows for the identification of common customer issues, it also creates opportunities for additional coaching on specific scenarios that may be more challenging for agents. Let’s start with technology.

Contact Center 98

Contact Center Coaching Technology Best practices 98

CSM Magazine

JANUARY 18, 2023

Goodmanson is stepping down to pursue new ventures after growing the company to new heights and setting it on a course for continued success. We believe that Kevin’s passion and deep experience in the technology industry is well suited to shepherd Calabrio into its next phase of growth,” said Mike Hoffmann, Partner at Thoma Bravo.

Contact Center 52

Contact Center Customer centricity Coaching Employee engagement 52

Balto

JUNE 12, 2023

Make Training & Coaching More Efficient We surveyed over 500 contact center managers about coaching and found some inefficiencies that can be improved on. The two most glaring inefficiencies were: Managers spend 5x more time preparing for coaching sessions than actually coaching. Let’s say a manager has 20 agents.

Contact Center 52

Contact Center Coaching Gamification Upselling 52

Callminer

AUGUST 1, 2017

Make onboarding & ongoing coaching as stellar as possible. Have the best technology – Finicky technology that makes day-to-day functions difficult, adds to the frustration and takes up far more time and man-power than most realize. So much of contact center efficiency hinges on using the right technology.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Playvox

APRIL 5, 2022

Of course, getting to this point is a journey, and taking the first steps towards improvement can be intimidating. With the right culture and technology tools, you can cultivate a highly motivated team that improves over time. Fortunately, technology has evolved as well. You’ll then enjoy a sustainable competitive advantage.

Contact Center 77

Contact Center Coaching Metrics Average Handle Time 77

Integrity Solutions

OCTOBER 30, 2019

In the past, it’s possible that you could have gotten away with putting new salespeople through an onboarding process over the first few weeks or months, and maybe a sales training course or two, and that would be it. There’s no doubt that we need salespeople to leverage the technology and tools. The Value of a Great Coach.

Sales 72

Sales Coaching CRM Technology 72

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. Leverage technology to make customer interactions valuable training sessions. Empower agents with customized training.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

CSM Magazine

MAY 12, 2022

In our last article , I outlined technology guides to enable heightened wellbeing across the contact centre and de-stress employees in the face of increasing complexity. Of course, stress is nothing new, but agents today are far more vocal in raising concerns about it. Top executive challenges. And it starts with good training.

Coaching 59

Coaching Analytics Chatbots Self service 59

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 ) . Why it matters: Let’s set this straight.

Customer Service 67

Customer Service Coaching Call Center Employee engagement 67

Call Design

MAY 24, 2022

Attracting these technologically proficient workers requires attention now. – Need technology to keep pace. An e-library with online courses, tutorials, and training documents that can be accessed and completed any time is attractive to this self-directed generation. Technology that keeps pace.

Gamification 78

Gamification Enterprise Coaching Feedback 78

Tethr

MAY 28, 2020

Keep their performance topnotch by providing refresher curriculum and coaching them on new techniques. Be sure to also explore call center management courses for yourself to ensure you’re being the best coach you can be. Automatically surface impactful coaching opportunities to help your reps reach their goals.

Call Center 74

Call Center Coaching call center software Education 74

NobelBiz

JUNE 19, 2023

By harnessing cutting-edge technology and advanced analytics, call centers can gain valuable insights into their operations as they unfold , making informed decisions in the heat of the moment. 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

Quality Contact Solutions

MARCH 8, 2021

Of course, typically, the more features you need, the more expensive the service is. The factor to consider in virtual training is knowing your technology as well. Virtual training offers unique opportunities. From which web browser to u se, to which button to click, to “all I see is a little circle spinning what do I do?

Best practices 95

Best practices Telemarketing Coaching outsourcing 95

Global Response

MAY 22, 2023

Understanding the Types of Call Centers While there’s many different types of call centers, for the purposes of a blended call center, there’s really just three models you need to know: inbound, outbound , and, of course, blended. ACD and IVR systems are two technologies that can help you do this efficiently.

Call Center 62

Call Center outsourcing Benchmark Metrics 62

Calabrio

OCTOBER 19, 2022

This year’s theme was “Power Up,” and little did we know how fitting this theme would be, after Hurricane Ian changed course. Technology Can Help Contact Centers Navigate the Great Shuffle. If the last few years have taught us anything, it’s that we need to be open to using technology to solve challenges.

Contact Center 59

Contact Center Analytics Coaching Transportation 59