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

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

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

ShepHyken

AUGUST 31, 2021

The Experience Maker. Creating Consistent Exceptional Customer Experiences. Shep Hyken interviews Dan Gingiss, an international keynote speaker, coach, and author of The Experience Maker. They discuss how to create experiences that customers want to talk about.

Coaching 361

Coaching Marketing Customer Care Customer Experience 361

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

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. Easier said than done, right?

Coaching 67

Coaching Call Center Scripts Analytics 67

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

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

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 332

Coaching Customer centricity Accountability Feedback 332

Nicereply

JUNE 20, 2023

Recruiting a customer experience talent is always a challenge. Recruiting top Customer Experience talent has added complexities because these hires likely impact customers directly. Kristina: We see companies getting excited about people with experience in larger, big-brand companies.

Customer Experience 86

Customer Experience SaaS Construction Morale 86

Taylor Reach Group

DECEMBER 11, 2019

It is your agents that interact with your customers, they are the ones who deliver service and have the greatest impact on your Customer Experience. In other sections, we have discussed the importance of performance improvement and coaching. Another element to be considered is personal growth and development.

Customer Experience 119

Customer Experience Coaching Contact Center Morale 119

Talkdesk

JUNE 15, 2020

A successful onboarding program that combines new learning formats, personalized assessments and automated tools can be a great way to reduce employee turnover and boost productivity. Now, let’s dive into the next step on your path toward turning every agent into a top performer: coaching and development!

Coaching 78

Coaching Contact Center Self service Feedback 78

Fonolo

APRIL 15, 2020

It takes constant support and coaching to make sure that your customer service reps are staying on top of their duties while providing the best possible experience for the customers. Coaching builds confidence and as a manager, it’s your job to do that. Create 1-on-1 Time. Always follow up. Training Tools.

Coaching 91

Coaching Customer Service Scripts Morale 91

ShepHyken

JULY 7, 2020

The Secret to Success is Good Customer Service. How to Use Customer Service Stories to Teach, Inspire and Reward. Shep Hyken interviews Patricia Fripp , CSP, CPAE, speech coach and customer service expert. In other words, focus on building your soft skills and delivering great customer service.

Coaching 319

Coaching Customer Service Personalization Customer Experience 319

Callminer

MAY 11, 2020

Ultimately, disgruntled employees can even have a negative impact on the customer experience , as unhappy employees are less likely to go the extra mile to ensure that your customers are satisfied. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh. Take responsibility.

Management 273

Management Customer Experience Customer Service Coaching 273

Fonolo

SEPTEMBER 17, 2020

In reality, there is no perfect personality type that will fulfill everything you need. Extroverted personalities are typically highly sought-after for sales and customer service roles. These individuals are generally perceived as more personable, making them ideal in public-facing positions and social situations. .

Contact Center 128

Contact Center Personalization Call Center Coaching 128

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

Uniphore

JUNE 10, 2021

3 Ways Call Center Coaching is Leading to Customer Churn. It’s no secret that better coaching creates more effective agents and better overall customer interactions. Why then do so many call centers struggle to convert coaching into real, measurable results? Smarter Coaching Is A Smart Investment.

Coaching 59

Coaching Call Center Average Handle Time Contact Center 59

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. This can help agents provide a more personalized experience.

Call Center 52

Call Center Customer Experience Upselling Scripts 52

CX Global Media

OCTOBER 31, 2018

While I knew our time together would be full of sharing and insight, I especially loved the way he was able to answer the nagging question, “What’s the difference between customer service and customer experience?”. And I get asked all the time, what’s the difference between customer service and customer experience.

Customer Experience 207

Customer Experience Customer Service Chief Customer Officer Contact Center 207

CSM Magazine

DECEMBER 8, 2021

Headquartered in Silicon Valley, Zenarate’s AI Coach is supporting the world’s largest brands to deliver 30-60% KPI lift. Zenarate’s AI Coach simulates any customer engagement scenario immersing customer-facing team members in real-life conversations while providing real-time coaching.

Coaching 52

Coaching Contact Center Healthcare Scripts 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

CX Accelerator

APRIL 11, 2018

Or, you look at your to-do list at the end of the day, and realize that it's not just that you didn't spend your time coaching your team or any of your other big priorities; your list for tomorrow is also filled with distractions that won't do anything to help your team accomplish what matters most. The customer suffers as well.

Customer Experience 182

Customer Experience Wireless Journey mapping Coaching 182

ShepHyken

OCTOBER 18, 2022

The leader’s playlist affects the employee experience. This playlist, based on past experiences, impacts the way a leader acts toward people (employees), which eventually trickles down to the customer experience. ” “How music impacts a person is very personal.

Coaching 295

Coaching Personalization Customer Experience Customer Service 295

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

Balto

SEPTEMBER 13, 2022

So, it comes as no surprise that today’s consumers have peak expectations for the level of personalization they’ll now receive from the banking or financial services contact center. Here’s how to achieve heightened personalization in financial services contact centers. Why is Personalization Important in the Contact Center?

Banking 52

Banking Contact Center Personalization Self service 52

CSM Magazine

MAY 2, 2024

Zenarate, a leading SaaS provider of AI-powered skill-based learning and development for customer-facing agents, today announced the next generation of their personalized AI Coach platform. ” Hundreds of global enterprises trust Zenarate AI Coach to develop confident, top-performing customer-facing teams. .”

Gamification 52

Gamification Coaching Scripts SaaS 52

Call Center Weekly

OCTOBER 5, 2018

Core Values - The fundamental beliefs of a person or organization. Core Values serve as the guiding light for how everyone in your company interacts, communicates and works with each other, external customers, and the community. How well your staff lives by and exemplifies the core values of your company should be coached and rewarded.

Customer Experience 143

Customer Experience Coaching B2B Personalization 143

Customer Service Life

DECEMBER 18, 2018

We’re moving faster than ever before to make the customer experience WOW-tastic. Customer service agents are expected to turn into an octopus by growing 8 arms to handle all the different contact points, quickly respond to chats, SMS, social media, phone calls and emails. 1:1 Coaching . Try it out for yourself!

Contact Center 103

Contact Center Personalization Coaching Customer Service 103

Upstream Works

DECEMBER 20, 2022

There are many areas where emerging applications are poised to make a big impact during 2023, both for improving the agent experience (AX) and for making the customer experience (CX) smarter. A second virtual agent use case is assisting or coaching agents during the interaction with customers. Noise Suppression.

Customer Experience 78

Customer Experience Virtual Agent Contact Center Scripts 78

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. Everyone needs to understand how they are affecting the customer experience. Thanks Ben! BF : My pleasure.

Real estate 257

Real estate Customer Experience Journey mapping Employee engagement 257

NICE inContact

JUNE 5, 2019

Personally, I would think “Ok, my levels are high. The best QM and PM programs in the world won’t drive improved results if agents aren’t receiving effective coaching — the medicine of the contact center. So how can you effectively “treat” your contact center with invaluable coaching medicine? Have a nice day!”.

Coaching 54

Coaching Contact Center Average Handle Time Quality management 54

Myra Golden Media

DECEMBER 19, 2017

My teenage friend Beverly saw the customer as getting away with something, and she took that personally. Her personalization caused her to be completely unwilling to work with the customer. She didn’t want to discuss things, and she certainly didn’t want to give the customer an in-store credit.

Personalization 136

Personalization Customer Service Coaching Customer Experience 136

Playvox

FEBRUARY 13, 2024

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 ? Do you want to improve overall customer experience? Get clear and honest about your real goals.

Contact Center 88

Contact Center Gamification Coaching Feedback 88

ShepHyken

JANUARY 15, 2024

A victim mindset can hinder personal and professional growth. An accountability mindset in customer service empowers employees to actively choose behaviors that improve customer experience and ensure success. Download 6 Self-Coaching Questions to Transform Your Life for free.

Accountability 204

Accountability Coaching Best practices Customer Service 204