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

Playvox

FEBRUARY 6, 2024

They make customers the center of their business strategy, execute on delivering outstanding customer experiences, and strive for continuous improvement. It’s often the continuous improvement or quality management (QM) piece where contact centers struggle. It’s often regarded as restrictive, costly, and an afterthought.

Quality management 83

Quality management Customer centricity Management Contact Center 83

Lumoa

SEPTEMBER 8, 2021

Customer Experience is evolving. To keep pace and make sure your products deliver value, you need to be continually listening for customer input. Sharpening your customer experience skills will help you stay ahead of your competitors. 6 Customer Experience Skills That You Should Know About 1.

Customer Experience 83

Customer Experience Management Surveys Feedback 83

The Northridge Group

NOVEMBER 30, 2021

While offering an apology to a customer is often the best an empathetic associate can do, compassionate associates are empowered to tell customers they appreciate their feedback, offer reasonable solutions and pass the feedback on to management. This empowerment benefits both the customer and the company.

Customer Experience 141

Customer Experience Airlines Coaching Finance 141

Integrity Solutions

SEPTEMBER 2, 2022

It’s about being fed up with a lack of feedback, no sense of connection to the organization, and frustration with a lack of development opportunities. Nor will they put themselves through the wringer and sacrifice their health and well-being (mental and physical) to take up the slack for understaffed and poorly managed organizations.

Management 119

Management Coaching Employee engagement Surveys 119

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. 1 Keep things private. 2 Get Specific.

Coaching 52

Coaching Call Center Feedback Quality management 52

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. Missed sales quotas can be a source of chagrin for managers. But statistics show that with excellent sales coaching, sales teams can attain 91% attainment of sales quota.

Coaching 52

Coaching Sales Scripts Construction 52

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

FEBRUARY 20, 2024

However, managing remote teams effectively comes with its own set of challenges. While there are many benefits of remote teams, managing remote teams effectively comes with its own set of challenges. And, it’s forced companies to get creative in their management practices to figure out how to best manage remote teams.

Management 88

Management Gamification Calibration Quality management 88

delighted

DECEMBER 8, 2021

Put your Delighted customer experience program on autopilot with 6 new integrations, all geared towards automating key aspects of the experience management process. These free integrations help you send surveys at just the right moment and get richer customer insights for your team, freeing you up to take action.

Feedback 77

Feedback Coaching Surveys Marketing 77

SharpenCX

JUNE 2, 2021

And as a call center manager, you want your agents to stay far away from both. . 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. Easier said than done, right?

Coaching 67

Coaching Call Center Scripts Analytics 67

Playvox

FEBRUARY 13, 2024

As a contact center leader, the top agents you hire, train, and manage are the clutch players. They are among your organization’s most valuable assets, and you depend on them to deliver loyalty-building customer experiences every day, with every interaction. Are you trying to boost customer sentiment ?

Contact Center 88

Contact Center Gamification Coaching Feedback 88

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.

Coaching 81

Coaching Call Center At home agents Best practices 81

Callminer

APRIL 21, 2020

The role of a call center manager is complex and challenging. Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more.

Call Center 182

Call Center Management Scripts Coaching 182

ShepHyken

JULY 15, 2022

This week we feature an article by Michael Becker, founder of Abundance Accelerators , a growth agency for coaches. He shares how organizations can gain loyal customers by providing an experience that exceeds expectations. I’m in the coaching space so let me dive into what a 10x customer onboarding process may feel like.

Coaching 328

Coaching Customer centricity Accountability Feedback 328

Fonolo

APRIL 15, 2020

There’s always a script — a basic list of questions or responses to customers who have issues. Managers and business owners spend countless hours analyzing data and/or speaking with customers to be able to produce at least that: a script. Coaching builds confidence and as a manager, it’s your job to do that.

Coaching 91

Coaching Customer Service Scripts Morale 91

Playvox

NOVEMBER 16, 2021

out of 5 from more than 8,400 customer reviews. A Quality Management Solution with Muscle. It became clear that the company’s old quality management tool simply couldn’t keep pace with the company’s evolving business needs. Plus, we explore how the quality management solution has strengthened the company in four key areas: 1.

Quality management 78

Quality management Management Coaching Contact Center 78

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? Ramping up quality management in your call center is crucial to keeping performance high and teams operating in sync, no matter where they’re working.

Coaching 67

Coaching Analytics Call Center Quality management 67

Balto

MAY 9, 2023

As customer expectations continue to rise, it’s become more challenging and costly for contact centers to maintain exceptional support quality for their customers. And while traditional quality management can have a positive impact on your customer satisfaction levels, it’s no longer enough.

Quality management 52

Quality management Contact Center Management Coaching 52

Satrix Solutions

AUGUST 31, 2020

I genuinely enjoy being asked, partially because we have so many great examples , but more because it reveals an important mindset of the prospective buyer: they understand why feedback from relevant groups should always be considered when making important decisions. Actioning Customer and Employee Feedback.

Feedback 78

Feedback Employee engagement Coaching Best practices 78

CSM Magazine

FEBRUARY 1, 2022

Calabrio, the customer experience intelligence company, today announced its new coaching solution for agent performance management, Calabrio Performance Coaching. Identifying individual or team skill gaps allows leaders to better offer coaching and support to agents that need it.

Coaching 52

Coaching Gamification Customer Service Quality management 52

Tethr

AUGUST 18, 2020

There is no such thing as placing too much emphasis on the customer experience. As brands battle for the largest share of customer minds and wallets, it’s clear that appeasing the customer’s entire journey is the best way to stay competitive in a world where a company’s reputation and reviews are but an internet search away.

Customer Experience 110

Customer Experience Customer centricity Customer effort Enterprise 110

Playvox

JANUARY 25, 2024

Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? Are you taking the right steps to evolve toward workforce engagement management? What is Workforce Optimization?

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

GetFeedback

FEBRUARY 15, 2019

Companies frequently designate customer experience (CX) as the most exciting opportunity for their business, according to the Digital Marketing Trends Report. Successful customer experience strategies will lead to greater customer satisfaction, higher revenue, and diminished customer churn. Not exactly.

Customer Experience 128

Customer Experience Customer advocacy Feedback Coaching 128

Steve DiGioia

SEPTEMBER 16, 2016

Today’s guest post is by Ben Motteram , the Principal at CXpert, a customer experience consulting company. Ben has over 20 years’ experience in customer service, and is a recognized CX thought leader. As the National Manager of Customer Support, what are you responsible for? Thanks Ben! BM : Absolutely. .

Real estate 257

Real estate Customer Experience Journey mapping Employee engagement 257

CSM Magazine

AUGUST 31, 2023

By providing excellent customer service, businesses are sure to build relationships with their clients, which could be the difference between repeat business and lost opportunities. Here are some ways inbound call centers can enhance the customer experience.

Call Center 52

Call Center Customer Experience Upselling Scripts 52

NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? The Need for Hyper Efficiency in Call Centers As a call center operations manager, you need to stay on top of the latest trends in hyper efficiency to ensure that your organization is successful.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

ChurnZero

NOVEMBER 9, 2021

One great place to start when it comes to reducing churn is focusing on creating a consistent customer experience. It’s vital to customer retention. To improve customer experience is to start inspiring customer loyalty, and that means higher retention rates. . Design a Fluid Onboarding Experience.

SaaS 97

SaaS Customer Experience Surveys Customer retention 97

Playvox

FEBRUARY 27, 2024

Generally, engaged workers care about their performance and the performance of the company and feel that their efforts make a positive impact on customers. A related term, workforce engagement management (WEM), recently coined by Gartner, has rapidly become the business strategy, processes, and related technologies of choice.

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

Playvox

JANUARY 30, 2024

Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching. Yet managers continue to fall short. Incentives Points, levels, and badges leverage feedback, competition, and public recognition to help change agent behavior.

Gamification 79

Gamification Contact Center Coaching Quality management 79

Fonolo

SEPTEMBER 21, 2021

As a call center leader, you rely on your call center managers to ensure everything runs smoothly. But call center managers don’t have easy jobs — reviewing metrics, engaging employees, onboarding new talent, researching the latest call center technology , and keeping customers happy are only a few parts of a call center manager’s day.

Call Center 81

Call Center Abandon rate Management First call resolution 81

The Northridge Group

APRIL 15, 2024

In our 3-part series: People, Process, & Technology — and the Intersection of AI, we have asked industry leaders in technology, people and process management to explain what AI is, what it isn’t, and how it can be a benefit (and a curse) in each area. How Will AI Impact the Employee Experience?

Technology 122

Technology Brand ambassadors Contact Center Multichannel 122

Robert Davis

JANUARY 13, 2020

Let’s talk about the value of a coach in someone’s life. A coach can do that. At every level of sports, we see coaches who help the team perform and do what they can. Individuals are searching for coaches as personal trainers or as life coaches. It is clear that the coach’s role is important.

Coaching 62

Coaching Contact Center Call flow Morale 62

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. Here we’ve identified the 13 most essential qualities to consider when hiring a CS manager. What Is a Customer Success Manager (CSM)? What Is a Customer Success Manager (CSM)?

Management 90

Management Upselling Coaching Best practices 90

COPC

MARCH 11, 2024

Are we providing insights into attrition rates and qualitative and quantitative feedback on recruitment quality and class pass rates? Are we getting feedback in this area to inform recruiting and training? Do new hires feel confident in managing their workload and responsibilities? What does the coaching process look like?

Call Center 98

Call Center Gamification Coaching Employee engagement 98