Myra Golden Media

JANUARY 1, 2019

Are you coaching and holding employees accountable? If you want to see change, you have to set expectations, have coaching conversations, and be willing to deal out consequences. 3) You have to prepare in advance for coaching conversations, so you’re focused and confident. Prepare for Coaching Conversations.

Coaching 195

Coaching Accountability Feedback Personalization 195

Myra Golden Media

JULY 15, 2019

Need some guidance on how to develop and execute a quality program that is robust, fair, and that your employees buy-in to – and one that doesn’t make your supervisors need to sip wine just to get through a coaching discussion with employees? Develop Standards and Objectives for Customer Experience.

Calibration 153

Calibration Coaching Morale Feedback 153

Customer Service Life

OCTOBER 13, 2020

I recently wrote an article about a new quality process where I coached my team without showing them a score. So far it’s going great and the team has been receptive to the coaching. This exercise reminded me of the time when we started this blog back in 2012. Image by Daniel Reche from Pixabay. History lesson.

Accountability 182

Accountability Customer Service Coaching Contact Center 182

Global Response

MARCH 27, 2024

Agents need to be able to quickly find the correct information to efficiently and effectively solve customer queries. Save money and increase sales with a brand-obsessed, people-first team that delivers a high-touch, superior customer experience, every time. Solicit agent feedback. Collect customer feedback.

Scripts 62

Scripts Call Center Customer Service Coaching 62

CX Accelerator

DECEMBER 31, 2018

Yes, it is an extremely difficult thing to achieve…but putting the effort to develop this type of culture is the greatest thing we can do to enhance both the Employee Experience and the Customer Experience. From Jeremy Hyde: How do your leaders calibrate on what they “coach” on and how/when they approach it?

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Vistio

MARCH 11, 2024

Additionally, your employees’ feedback is a valuable resource when revising training programs. Collecting data and feedback from multiple sources, including customers and agents themselves, can help you identify trends, strengths, weaknesses, and opportunities for improvement.

First call resolution 52

First call resolution Contact Center Best practices Coaching 52

Myra Golden Media

APRIL 5, 2023

It can also provide real-time feedback on the effectiveness of signposting, helping agents to improve their skills over time. 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

MARCH 2, 2021

The process of going digital sounds great: streamline your digital customer experience, make your agents more efficient, integrate every process. Here are some actionable steps you can take to begin improving your digital customer experience. Get to know your customers. But it can also be so overwhelming.

Customer Experience 67

Customer Experience Coaching Call Center Contact Center 67

NobelBiz

OCTOBER 31, 2023

Enhance your customer strategy with insights from Brad Cleveland, a global authority on customer strategy and management, in this captivating podcast episode: Beyond Transactional: Taking Customer Service to the Next Level. Role-playing exercises, real-life case studies, and feedback sessions can be invaluable in this regard.

Customer Support 104

Customer Support Contact center software Call Center Analytics 104

Customer Service Life

MAY 6, 2019

During the rollout of this new style guide, we selected an issue type or contact driver that frequently aggravates customers, leading to dissatisfaction, and facilitated a journey mapping exercise to see the before, during, and after for that particular issue type. This added some awkwardness to the exercise. Key Insights.

Journey mapping 80

Journey mapping Contact Center Coaching Education 80

Totango

OCTOBER 20, 2022

A customer success manager helps customers continually see value in your product by helping them discover new features and teaching them how to use your product to their maximum benefit. CSMs act as the voice of the customer bringing user experience feedback to the product team. Coaching and training.

Management 90

Management Upselling Coaching Best practices 90

The Northridge Group

NOVEMBER 9, 2022

Contact center associates need to be able to quickly assess where customers are in their journeys and navigate between multiple systems and screens to solve issues, all while remaining empathetic and professional in the face of potentially frustrated customers. The Role of QM in the Contact Center.

Contact Center 104

Contact Center contact center associations Brand ambassadors Coaching 104

Expivia

FEBRUARY 26, 2024

This step ensures that all customer data is centralized and accessible, enhancing the customer experience. It should encompass all necessary information, from service procedures to customer interaction codes, to ensure AI tools can effectively support your agents.

Contact Center 52

Contact Center Technology Chatbots Call Logging 52

SharpenCX

MAY 12, 2020

Download Now: Help your agents get the hang of working in a call center with these 29 coaching techniques and facts. . Contact center agents are the primary touchpoint your customers have with your company. To help your agents support a positive customer experience, training has to extend past initial onboarding, too.

Contact Center 128

Contact Center Customer Service Employee engagement Coaching 128

JustCall

APRIL 4, 2023

To close the sale: Use persuasive language and a clear call to action Summarize the benefits of the product or service and offer incentives for purchasing, such as discounts or free shipping In Conclusion The key to successful inbound call center sales techniques and training is to laser-focus on the customer experience.

Call Center 52

Call Center Sales Inbound sales Upselling 52

Help Scout

SEPTEMBER 30, 2018

The answer that we have found is peer-driven review and feedback. How to add peer-driven feedback and training. For peer feedback to be successful, team members need to feel safe providing and receiving honest feedback. Step 5: Train team members on how to provide feedback. Step 1: Create a culture of trust.

Feedback 40

Feedback Benchmark Metrics Coaching 40

JustCall

SEPTEMBER 5, 2023

After all,evaluations not only identify coaching needs but also help them set clear expectations and strategically assign projects. Review agent performance against goals Conduct frequent assessments, sp agents can receive timely feedback on their performance, and make necessary adjustments and improve their strategies.

Real estate 52

Real estate Construction Feedback Morale 52

SharpenCX

FEBRUARY 24, 2021

, learning from their feedback and applying it to future interactions is as proactive as you can get. Scale coaching to develop your agents. Strategic Contact’s annual challenge & priorities survey said abandon rates, lack of coaching and development and high contact volumes are the top challenges plaguing 2021 call centers.

Call Center 67

Call Center Customer Service Coaching Metrics 67

Etech GS

APRIL 1, 2019

Social media service is evolving and an increasing number of customers are reaching out through these channels, many more still turn to chat and inbound toll-free numbers for assistance. To help your employees buy into the idea of quality monitoring, make the exercise collaborative and inclusive. Invest in coaching the agents.

Calibration 56

Calibration Coaching Social media contact Contact Center 56

CX Journey

SEPTEMBER 8, 2016

Fact : Without your employees, you have no customer experience. The linkage between employee experience and customer experience has been proven. What is the employee experience? If employees aren't happy, engaged, and equipped with the right tools and resources to do their jobs, then the customer suffers.

Journey mapping 49

Journey mapping Customer Experience Surveys Airlines 49

NICE inContact

JUNE 20, 2019

But even if you’re already evaluating your chat and email interactions, you may need to expand your QM program to address an even bigger gap in the customer experience — your online assistants/chatbots and IVR. 4) Create a feedback mechanism. 5) Continue to evaluate. but also a lens of “is this the best we can do?”

Interactive Voice Response 70

Interactive Voice Response Chatbots Contact Center Quality management 70

Toister Performance Solutions

FEBRUARY 20, 2020

Monitor all channels There's a good chance you monitor your agents' phone calls and routinely give them feedback. Contact center leaders should monitor all channels, coach agents on their performance, and identify trends. This exercise might yield some surprises! But what about emails, chat sessions, or social media posts?

Social media contact 111

Social media contact Contact Center Scripts Accountability 111

Playvox

JANUARY 5, 2022

But exercise moderation when it comes to on-camera meetings. It can deliver positive feedback on a client interaction, recognize an agent’s strengths, or simply express appreciation for their contributions to the team. Training takes time away from an agent’s customer-facing job function. Ask for Feedback.

Contact Center 72

Contact Center contact center workforce Gamification Coaching 72

JustCall

OCTOBER 6, 2023

That said, businesses often struggle with delivering consistent support for a positive customer experience. Moreover, according to McKinsey, resources spent on customer experience without securing consistency are ineffective investments. This approach will attract a multifold ROI on such an investment!

Customer Service 52

Customer Service Benchmark Contact center software Customer Support 52

Taylor Reach Group

OCTOBER 31, 2021

In the same report Taylor Reach advocated for developing and implementing WFH-focused solutions and processes such as Quality, Coaching, Training, WFM, etc. Attention to redesigning these processes goes hand in hand with revising how we manage and coach our staff. to strengthen their WFH capabilities, performance, and effectiveness.

Contact Center 65

Contact Center Coaching Consulting Consulting 65

CX Journey

JUNE 6, 2018

Image courtesy of Pixabay Now there's a crazy statement to make during a customer experience design session. Sadly, there is no shortage of stories about customers being treated badly, even inhumanely. There's really no excuse that ever makes it OK to not deliver a great customer experience to the customer in front of you.

Coaching 60

Coaching Customer Experience Feedback 60

JustCall

MARCH 9, 2023

Your customer service team is the brand’s spokespersons and representatives. The way they interact and serve the client sets a benchmark for customer experience. As such, they lay the foundation for long-term customer loyalty. At the same time, this enhanced confidence inspires customer trust and believability.

Customer Service 40

Customer Service Morale Benchmark Scripts 40

Global Response

JANUARY 31, 2024

Save money and increase sales with a brand-obsessed, people-first team that delivers a high-touch, superior customer experience, every time. Incorporate real-life scenarios and role-playing exercises into training. This helps employees understand how to apply regulatory guidelines in actual customer interactions.

Call Center 62

Call Center Telemarketing Government Healthcare 62

Nicereply

MARCH 17, 2020

This is far more than just a thought exercise. Research shows that customer service agents provide better support when they are happy. This means they’re more likely to deliver a great experience and to keep your customers happy. How can you promote more happiness and well-being among your support agents?

Coaching 88

Coaching Customer Support Feedback Management 88

CX Journey

NOVEMBER 12, 2015

But it is a timely reminder to not get so focused on automating your service experience in such a way that may work for Gen X or Y but could disappoint your richest customers (Baby Boomers). Next, we had an excellent presentation from Ian Golding , an independent consultant who is passionate about customer experience.

Gamification 63

Gamification Airlines Construction Coaching 63

JustCall

MARCH 13, 2020

Post Sales Training Process- Feedback and Performance Review. Sales training is the process of guiding and training your sales team for the actual grind- facing customers, and selling the product. As a part of your sales coaching program, you need to lead your sales team through this sales process. Sales Team Feedback.

Sales 59

Sales Coaching Feedback Consulting 59

Integrity Solutions

MAY 24, 2023

When participants leave sales training, there must be a structured follow-up process that ensures: Accountability for real-world application Repetition Feedback on progress Positive reinforcement and supportive coaching For sales training and skills to turn into a way of doing business, they have to be hard-wired into the culture.

Sales 52

Sales Coaching Accountability Personalization 52

NobelBiz

MARCH 6, 2023

This can help increase the efficiency of call centers and improve the overall customer experience. Better lead management : By tracking call outcomes and providing real-time feedback to agents. Set this rate based on your campaign goals and target audience, ensuring that it does not negatively impact the customer experience.

Abandon Call 52

Abandon Call Contact Center Agent burnout Abandon rate 52

ShepHyken

JUNE 29, 2020

Each week I read a number of customer service and customer experience articles from various resources. 4 Actionable Customer Experience Statistics For 2020 by Daniel Newman. My Comment: The Net Promoter Score (NPS) is one of my favorite methods for measuring customer sentiment. Take action on them!

Customer Service 31

Customer Service Coaching Consulting Consulting 31

Comm100

JUNE 25, 2019

Support agents are the de facto front-line of any company’s customer experience (CX). However with costly onboarding and training costs and high turnover , contact centers don’t can struggle to build excellent agent experiences. Eliminating Friction in the Agent Experience. While AI may (never?)

Chatbots 48

Chatbots Contact Center Coaching Consulting 48

Balto

OCTOBER 31, 2022

“Coach your agents on how to improve at their jobs, and provide specific feedback where possible. Proper coaching will help those that may be struggling, and will advance those that are already doing a good job. Role Playing Exercises. Less than 20. 1-on-1 Training. QA Scorecards. 1-on-1 Training. CSAT Surveys.

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

SharpenCX

MARCH 4, 2020

We don’t remember what we ate for dinner last night or how many customer interactions we cycled through during the day. This fleeting access to memory is why in-the-moment coaching is so impactful. Download Now: Get real about coaching and training your agents with these 7 techniques. Create a scorecard element to match.

Call Center 84

Call Center Feedback Coaching Average Handle Time 84