The Northridge Group

AUGUST 6, 2020

Often, the first statement made to a customer by an agent becomes the basis for a personal connection that can make for an extraordinary customer experience that sets a company apart from competitors. Once believed to be a hard-wired trait, empathy is truly a skill that can be learned and coached to.

Customer Experience 152

Customer Experience Coaching Government Call Center 152

Myra Golden Media

JANUARY 4, 2019

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. Immediate – You can’t put off coaching discussions. Consistent .

Coaching 168

Coaching Construction Feedback Contact Center 168

CCNG

NOVEMBER 16, 2022

When most business leaders hear the term “improve customer experience,” many immediately think of investment … new systems, more customer service agents, etc. With the right approach, improved customer experience can also dramatically reduce operating costs.

Customer Experience 195

Customer Experience CCNG Customer centricity Big data 195

SharpenCX

MAY 11, 2021

Every profession needs good coaching. Without great coaching, you don’t have a team. As a manager, it’s up to you to coach your individual agents into a team that helps customers. Each of your agents needs 1:1 coaching and each needs different care. The first step to coaching is to define your team’s goal.

Coaching 67

Coaching Call Center Customer Experience Feedback 67

Contact Center Pipeline

DECEMBER 12, 2018

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. Done right, it also improves morale and employee retention. The same is true […].

Coaching 113

Coaching Morale Employee engagement Sales 113

SharpenCX

SEPTEMBER 17, 2018

The key ingredient to a top-performing team of agents is an all-star coach. They’re the coaches who know that actionable and relevant feedback have a profound impact on their team, so they make it their priority. The post Recipe for coaching agents in 30 minutes per day appeared first on Sharpen Contact Center Software.

Coaching 173

Coaching Contact center software Contact Center Feedback 173

Aspect

AUGUST 28, 2017

Famed football coach Vince Lombardi once said, “Perfection is not attainable, but if we chase perfection we can catch excellence.” But having the time to impart your knowledge and experience onto your agents is another story entirely. As such, coaching is m. 78 percent say engaged agents are the most satisfied in their work.

Coaching 191

Coaching Chatbots Contact Center Self service 191

CCNG

APRIL 20, 2022

Honesty forms the bedrock from which all legitimate success derives, and customer contact organizations challenged with attracting and retaining personnel should obsessively seek and share truth to create a culture of trust that can elevate employee and customer experience along with business performance.?

Customer Experience 195

Customer Experience CCNG Analytics Gamification 195

CSM Magazine

OCTOBER 18, 2023

Zenarate expands its AI Coach language capabilities to 79, the most in the industry, and adds new agent feedback reporting for AI simulation training. The company’s AI Coach platform now supports 79 languages, the most options in the industry.

Coaching 59

Coaching Feedback Telecommunications First call resolution 59

CCNG

NOVEMBER 9, 2022

Integrate holistic coaching, intelligent workflows, gamification, performance-based compensation and other capabilities to engender teamwork, accountability and collaboration. Engage employees continuously via coaching, polls, surveys and informal check-ins.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

COPC

APRIL 1, 2024

The challenge of keeping pace with changing customer expectations looms large. Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX).

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

Playvox

JUNE 10, 2022

Coaching your contact center agents on their performance can either fill everyone with dread or be a productive activity that you and your agents look forward to. Either way, it needs to be done, and arming yourself with a full set of coaching tips for contact center agents will ensure the sessions are productive.

Coaching 69

Coaching Contact Center Average Handle Time Best practices 69

CSM Magazine

APRIL 20, 2023

Startek integrated Zenarate into its Startek Agent AI to enhance employee experience and deliver a superior customer experience. Startek has integrated Zenarate as part of Startek AI Coach into its Startek Agent AI platform to help develop confident top-performing new hires and tenured agents.

Coaching 59

Coaching Telecommunications Best practices Healthcare 59

Brad Cleveland Blog

JULY 27, 2023

Athletes often describe their best coaches as mentors and supporters that pushed them to be their best. Unfortunately, that’s not always the case with customer service coaching. Many employees face coaching with nervousness and sometimes even dread.

Coaching 49

Coaching Customer Service Quality management Contact Center 49

The Northridge Group

NOVEMBER 30, 2021

The voice of the customer provides valuable feedback and associates should be coached to treat all customer feedback, including complaints, as a gift. A customer who complains at a restaurant about poor service allows the restaurant the opportunity to remedy the problem. Treat feedback as a gift. Contact us to learn more.

Customer Experience 141

Customer Experience Airlines Coaching Finance 141

Advantage Communications

NOVEMBER 10, 2020

Developing high-quality customer service and world-class customer experiences is key to retaining customers and creating a highly loyal customer base, yet the vast majority of organizations are struggling to do this successfully.

Coaching 98

Coaching Customer Experience Customer Service Contact Center 98

Amplifai Coaching Category

JANUARY 12, 2021

Call Center Coaching Effectiveness has long been a challenge for both BPO/Outsourcers and direct contact centers alike - here are the top 10 causes we repeatedly see contributing to stagnant customer experience, waning employee morale, and disappointing performance improvements.

Morale 59

Morale Coaching Call Center Customer Experience 59

Fonolo

MARCH 28, 2023

Customer experience managers in the contact center have never mattered more. Because even though most businesses work hard to offer excellent service , today’s savvy customers notice so much more. They also share and compare their experiences with your business against the biggest brands in the world. CX matters!

Customer Experience 81

Customer Experience Management Contact Center Call Center 81

JustCall

MARCH 9, 2023

Deploying the services of an artificial intelligence coach is a thing now. Organizations are using an AI call coach for sales reps looking to improve their job skills and enhance their training. In fact, middle-ranked agents are incrementally benefiting from an AI coach to improve their performance.

Coaching 52

Coaching Call Center Construction Best practices 52

Babelforce

NOVEMBER 3, 2021

Call center coaching is a quality management tool that offers agents feedback, examples, and performance assessments in order to improve their performance and wellbeing. When agents understand good practices to follow, they can heighten their skills and deliver top customer service. 4 Tips for successful call center coaching.

Coaching 52

Coaching Call Center Feedback Quality management 52

Tethr

FEBRUARY 21, 2024

Here’s how contact center leaders can turn their call scoring and QA process from a check-the-box activity into a source of better customer experiences.

Best practices 62

Best practices Coaching Contact Center Customer Experience 62

CX Global Media

OCTOBER 15, 2018

If you’re a customer experience focused organization, there are a few core metrics that can differentiate you from everyone else – customer effort and first contact resolution top the list. Jim Rembach : Joe thanks for sharing your knowledge and experience and we wish you the very best. Joe White : Thank you.

Customer Experience 211

Customer Experience Abandon rate Contact Center Coaching 211

Tethr

JULY 22, 2020

That being said, high standards are especially critical when it comes to the team who is having conversations with the customers on a regular basis—your call center agents. Exceptional call center leaders use a coaching philosophy to manage their teams. Better your coaching by sticking to best practices. Make next steps clear.

Coaching 81

Coaching Call Center At home agents Best practices 81

SharpenCX

JUNE 2, 2021

How to improve your call center QA and deliver a better customer experience. Some 95% of consumers worldwide consider customer service a defining factor in their brand choices and loyalty. Your goal is to deliver a consistently positive customer experience at every touchpoint. Help the customer feel heard.

Coaching 67

Coaching Call Center Scripts Analytics 67

Contact Center Pipeline

DECEMBER 4, 2019

Engagement is becoming increasingly important as it relates to employee churn, satisfaction and, ultimately, the customer experience. No matter how far along customers may be in their agent engagement journey, they all inquire if automation will have a negative […].

Coaching 147

Coaching Customer Experience Contact Center Call Center 147

Tethr

JULY 23, 2020

QA scorecards as they stand present limitations to CX and customer service leaders. Innovations in AI and machine learning can help identify specific agent behaviors that need coaching. Powering agent coaching opportunities. A Fortune 1000 retailer is using AIS to power agent coaching opportunities.

Coaching 69

Coaching Surveys Upselling Scripts 69

ShepHyken

DECEMBER 14, 2018

The majority of CX practitioners in our research believe their organizations take a sensible approach towards training, ensuring that all employees receive regular information security coaching. Also, we could see new customer experience -centric security controls place a bigger strain on budgets.

Customer Experience 256

Customer Experience Government Coaching Customer retention 256

SharpenCX

JANUARY 23, 2020

Contact center managers struggle to coach for better performance. Download Now: How to build customer experience strategies using the data you already have in your contact center. Download Now: How to build customer experience strategies using the data you already have in your contact center. Get the guide.

Coaching 98

Coaching Contact Center Benchmark Management 98

JustCall

MARCH 22, 2022

It involves continuous efforts to coach and better sales teams. Sales coaching plays a key role in raising a high-performing team of sales representatives. But statistics show that with excellent sales coaching, sales teams can attain 91% attainment of sales quota. So, are you tapping into coaching for your sales reps?

Coaching 52

Coaching Sales Scripts Construction 52

Amplifai Coaching Category

JULY 10, 2023

Explore the transformative power of AI in call center coaching – with some help from The Simpsons. From real-time feedback to personalized training, AI enhances coaching effectiveness and drives exceptional customer experiences.

Coaching 40

Coaching Call Center Feedback Personalization 40

JustCall

MAY 6, 2022

This is why data-driven sales coaching is so important. . As a sales manager or leader, a big part of your responsibility is to coach your reps and assist them in their growth. Now, of course, real-time sales coaching is far from easy. Speaking to everyone with a single coaching program is ineffective. .

Coaching 52

Coaching Sales Morale Feedback 52

SharpenCX

MARCH 25, 2021

Download Now] Use your contact center’s data to improve the customer experience today. But how can you effectively coach and improve the performance of a dispersed workforce? And using data from real customer conversations gives you the context you need to effectively coach your team.

Coaching 67

Coaching Analytics Call Center Quality management 67