ShepHyken
SEPTEMBER 19, 2023
In close games, when my team is up by one or two goals, I remember my school days when our coaches encouraged us to continue playing to score, even when we were winning, versus switching to more defensive play to prevent the other team from scoring. So, what does this have to do with business, specifically customer service and CX?
Contact Center Pipeline
MARCH 30, 2023
If you have ever attempted to coach a contact center agent with 10-plus years of experience, then you already know that it is a very different scenario than coaching someone with two to three years of experience.
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The Northridge Group
NOVEMBER 4, 2021
Customer loyalty is earned by being great and consistent at the basics and finding ways to delight your customers in unexpected ways. Frontline excellence training instructs managers in the following best practices of great coaches : Providing dedicated coaching with role modeling for the supervisors.
SQM Group
JUNE 22, 2023
Supervisor storytelling coaching focuses on helping supervisors and managers improve their storytelling skills to assist them in coaching call center agents.
Speaker: Roger Lee, VP Customer Success, Gridspace
Authenticating customers and agents with voice biometrics. Providing data-driven coaching in live calls. For many businesses, the contact center is now the primary conversational touchpoint with customers, creating extra pressure for agents to deliver exceptional customer service.
ShepHyken
MAY 19, 2021
It helps us keep customer service “front-of-mind” and is a positive way to start a meeting. By the way, this is the same exercise we teach in our customer service training programs. As mentioned, for us it’s customer service. It can be as simple as returning a call quickly or stepping in to help in a crisis.
Call Design
NOVEMBER 17, 2020
If you want to facilitate an environment for your contact centre agents to succeed, you need to start coaching. Coaching is a great way to encourage, enable, and empower your agents to not only want to be better at their jobs but perform better. Coach contact centre agents through role-play. Make feedback palatable.
Speaker: Dave Seaton CCXP, Founder & Principal at Seaton CX
Practicing empathy is not only foundational to good customer service––it improves customer satisfaction. But how do contact center leaders assess, manage, and coach agents to show empathy? Take away valuable exercises and job aids to coach agents and improve empathy skills in your contact center.
Speaker: Roger Lee, VP Customer Success, Gridspace
Authenticating customers and agents with voice biometrics. Providing data-driven coaching in live calls. For many businesses, the contact center is now the primary conversational touchpoint with customers, creating extra pressure for agents to deliver exceptional customer service.
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