Coaching Customer emotions Customer Service Scripts 
JustCall
MARCH 6, 2023
Provide regular feedback and coaching Providing regular feedback and coaching to agents can increase agent productivity by helping them identify areas for improvement, set goals, and track progress. To be effective, feedback and coaching should be specific, timely, and delivered in a constructive and supportive manner.
Fonolo
SEPTEMBER 30, 2022
While product knowledge, scripts, and protocols are important parts of training your agents, neglecting call center soft skills can affect your call center’s performance. After all, service roles are all about building relationships and rapport—and that’s much more difficult to achieve over the phone or chat. Active listening.
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Balto
NOVEMBER 28, 2023
Once the root causes behind low scores are identified, decision-makers within a contact center can start implementing personalized coaching sessions for agents to overcome their weaknesses and improve their performance in different customer interactions.
Playvox
FEBRUARY 1, 2024
The meaningful insights from consumer sentiment analysis are an essential component of a customer-centric strategy because they indicate the actions needed for improvement. What Is Customer Sentiment Analysis? Accurate analysis of customer sentiment takes thought and effort. The key is to not rely on one input.
Toister Performance Solutions
DECEMBER 20, 2018
One of the great things about training videos is the scenes where actors play out a customer service scenario. It could be from my own experience as a customer, the many jobs I've had serving customers, or a story someone else shared with me. Note: This post originally appeared on LinkedIn. I can't do anything with this!
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