Myra Golden Media

MAY 13, 2019

But don’t this without training, coaching, and clear objectives. Train and Coach De-escalation Skills. Studies show that less than 10% of companies have trained customer service employees on how to handle demanding customers. See the webinar outline. You don’t want money thrown at the problem.

Coaching 243

Coaching Call Center Customer Service 243

Myra Golden Media

JULY 12, 2019

On August 9 th I am hosting a webinar, Quality Form Development & Coaching. If you want to get Quality Monitoring Right, join me for this special webinar. Here are the details of this webinar. Even if you can’t attend, get the recording. We send it out the very next day.

Calibration 238

Calibration Coaching Contact Center Call Center 238

Myra Golden Media

JULY 12, 2019

The goal was to motivate customer service employees to deliver a better customer experience by monitoring calls and giving feedback on calls. Each dimension on the score sheet was rated on a 5-point scale after supervisors listened to a random sample of calls between employees and customers.

Contact Center 136

Contact Center Calibration Coaching Feedback 136

Myra Golden Media

AUGUST 5, 2019

When I work with customer service and marketing teams to improve customer interactions, I always ask some form of these questions: “It’s six months from today. What does our customer experience feel/look/sound like? On August 9th I am hosting a webinar, Quality Form Development & Coaching.

Calibration 136

Calibration Customer Experience Coaching Marketing 136

Myra Golden Media

APRIL 11, 2023

This could involve training on product knowledge, customer service skills, and communication techniques. Additionally, ongoing coaching and feedback can help agents improve their performance and stay motivated. My Customer Service Master Class might be a good fit for training on soft skills.

Average Handle Time 156

Average Handle Time Contact Center First call resolution Analytics 156

Myra Golden Media

JANUARY 14, 2019

Coach like a coach. Coach like a coach. I spent last week in Carpinteria filming two customer service courses. I haven’t done a live webinar in two, maybe three years. On Friday, February 1st I’m facilitating a 45-minute webinar on How to Solve Your Biggest Problems with Coaching Employees.

Coaching 159

Coaching Feedback Personalization Customer Experience 159

Toister Performance Solutions

APRIL 28, 2022

I once delivered the same customer service workshop over 200 times in a two-year period. The employee made it clear she didn't want to be in the customer service training class. They didn't coach their employees or give them any feedback. They coached employees, gave feedback, and celebrated wins.

Customer Service 62

Customer Service Coaching Feedback Management 62

SharpenCX

JUNE 29, 2021

Inevitably, the roles humans take on and the tasks robots take over will shift how we work and what skills your customer service employees will need to learn to adapt. Read Next:] Coaching and Training Action Items to Inspire your Customer Service Training Program. First, what’s changing in call centers today?

Customer Service 67

Customer Service Coaching Call Center call center software 67

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. I have help for you.

Calibration 153

Calibration Coaching Morale Feedback 153

CX Global Media

SEPTEMBER 23, 2019

Here’s a recap of what they shared: With Unymira’s focus on customer service, we’ve put together a list of the top twenty CX influencers this year. WEBINAR: 3 Common Questions Contact Centers Should NEVER ask about Speech Analytics. WEBINAR: How Coca-Cola® Adds Life to Contact Center Employee Engagement.

Contact Center 159

Contact Center Coaching Employee engagement Call Center 159

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

Toister Performance Solutions

APRIL 2, 2019

Are you endlessly trying to improve your employees' customer service skills, but getting so-so results? You'll find unexpected solutions in my new book, Getting Service Right: Overcoming the Hidden Obstacles to Outstanding Customer Service. Employees torn between following policy or serving the customer.

Customer Service 85

Customer Service Coaching Personalization Customer Experience 85

Netomi

MARCH 14, 2022

In honor of International Women’s Day, we at Netomi are celebrating CX ‘Sheroes’ who are leading from the front in the world of customer support and CX. From our Women of Influence list to our CX Sheroes webinar, we are shining a spotlight on inspiring female leaders who are doing their part to #BreakTheBias. Bridging the gap.

Customer Service 59

Customer Service Education Analytics Coaching 59

Vonage

MARCH 26, 2018

At NewVoiceMedia, we believe that competing in today’s CX-driven economy requires businesses to understand the link between emotion and customer loyalty, and provide more personalized and emotive customer interactions. Providing a seamless omni-channel service that makes sense for your customer base is essential.

Customer Service 91

Customer Service Contact Center Customer centricity Coaching 91

Talkdesk

JUNE 27, 2016

These programs often involve learning about the company, the product, customer service processes, proper phone etiquette and more. Once agents are able to start picking up calls, supervisors often engage in live coaching sessions where they actively advise agents during phone calls.

Coaching 41

Coaching Call Center call center software call center solutions 41

Serenova

NOVEMBER 14, 2019

This is bad news for contact centers with disengaged employees since the battle to deliver good customer service is usually fought by a company’s frontline: its contact center agents. Here’s a peek of three thought-provoking takeaways you can expect from the webinar: There’s science behind employee engagement. Employees are too.

Contact Center 40

Contact Center Coaching Employee engagement Call Center 40

Playvox

FEBRUARY 27, 2024

From recognizing employees to making coaching easier, AI can help improve employee happiness, job satisfaction, and overall well-being, among many other benefits to significantly impact company culture and organizational success. How can AI tools help agents resolve customers’ issues better and faster?

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

Tethr

JUNE 30, 2020

Our webinar by Tethr Chief Product & Research Officer Matt Dixon, and Tethr SVP of Product Ted McKenna, walks business leaders through how traditional QA scorecards and agent performance management have evolved and the limitations they present to CX and customer service leaders.

Customer effort 66

Customer effort Scripts Coaching Metrics 66

COPC

APRIL 1, 2024

They extend to tools for answering customer queries, feedback and coaching systems, and virtual collaboration. Customer-facing technologies encompass a range of AI-powered tools for direct customer interaction. Today, it offers advanced, learning-driven solutions that redefine customer service.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

Playvox

FEBRUARY 6, 2024

As the phrase suggests, automated quality management helps increase efficiency by automating the entire quality management process of a contact center — from assisted scoring to agent coaching. With integrated coaching, you can onboard and train new agents while keeping your whole customer service team engaged to reduce agent attrition.

Quality management 83

Quality management Customer centricity Management Contact Center 83

Verint

FEBRUARY 7, 2018

Using technology to automate your quality program—from scoring through coaching—can produce real-life benefits to your quality team, as well as your frontline employees, your customers and your company. Sign up today for Verint's Ask the Experts: AQM Webinar Series—interactive, Q&A style webinar sessions designed with you in mind.

Quality management 25

Quality management Coaching Contact Center Management 25

GetFeedback

JANUARY 21, 2021

Customer service speaker, author, and coach Dan Gingiss reads real customer feedback live and gives you advice on what to do about it.

Coaching 148

Coaching Feedback Customer Service 148

Callminer

JUNE 21, 2017

Over the years, call centers have seen the development of numerous industry-specific training tools and coaching practices. As customer expectations are constantly increasing in terms of call center performance , so must the training methods evolve. It can also provide motivation and guidance for self-coaching.

Best practices 174

Best practices Call Center Morale Coaching 174

CX Global Media

JULY 17, 2018

Make no mistake, Call Center Coach is not only the name of our business — it’s an industry need. According to an Executive Priorities report from Strategic Contact , coaching is the number one priority in contact centers. In many circles, the thought of coaching is about supervisors coaching agents. Click to Tweet ).

Contact Center 179

Contact Center Coaching Construction Call Center 179

Playvox

NOVEMBER 16, 2021

It was time for Sweaty Betty to switch to an automated solution with some muscle – one that could adapt to the company’s dynamic requirements and nurture its long-standing focus on providing winning customer service. Plus, hear how Playvox pumped new life into Sweaty Betty’s community, coaching, feedback, and learning capabilities.

Quality management 78

Quality management Management Coaching Contact Center 78

Playvox

MAY 26, 2021

Are your customer service representatives (CSRs) cross-selling and upselling relevant products and services to your customers? If they aren’t, you’re missing out on a great opportunity to offer a better customer experience and generate extra revenue. Emphasize Educating, Not Selling.

Upselling 92

Upselling Education Contact Center Coaching 92

Playvox

JANUARY 12, 2023

While some customer service centers are transitioning back to the office, agents continue to want the option to work remotely. Diagnosing opportunities for improvement in customer interactions from afar isn’t too complicated, but coaching agents to succeed and recognizing agents when they do well at a distance is a bigger challenge.

Quality management 69

Quality management Coaching Contact Center Metrics 69

Enghouse Interactive

OCTOBER 21, 2020

Access the On-Demand Webinar Playback of “How AI-Enabled Super-Agents Improve CX” with Kate Leggett , Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress , Director, R&D and Jacki Tessmer , Vice President – Product Marketing, Enghouse Interactive.

Self service 76

Self service Contact Center Benchmark Chatbots 76

CX Global Media

MAY 11, 2020

This is because there is a possibility of convenience, efficiency, and effectiveness with using AI when interacting with customers. Excellent customer service and support experiences are a critical driver in the survivability of your business. Customer Attitudes Towards AI. Consider this first!

Contact Center 194

Contact Center Technology Customer centricity Customer emotions 194

CX Global Media

JULY 17, 2018

Make no mistake, Call Center Coach is not only the name of our business — it’s an industry need. According to an Executive Priorities report from Strategic Contact , coaching is the number one priority in contact centers. In many circles, the thought of coaching is about supervisors coaching agents. Click to Tweet ).

Contact Center 136

Contact Center Coaching Construction Call Center 136

Enghouse Interactive

JULY 7, 2021

The supervisor’s value is in rewarding positive skills and behaviors, providing ongoing coaching and encouragement, correcting bad practices, and identifying training gaps, while also insulating the contact center from unexpected problems and issues. Gain actionable insights from across the Customer Journey.

Scripts 52

Scripts Coaching Contact Center Call Center 52

Help Scout

JANUARY 27, 2019

Instead, Help Scout offers two broad paths for customer support career growth: Generalist and Specialist. Every new member of the Customers Team starts in a Generalist role, as they learn about Help Scout’s products and approach to customer service. Sarah-Mei Estrada, Coach. Generalists. Specialists.

Customer Service 40

Customer Service Coaching Consulting Consulting 40

Playvox

OCTOBER 18, 2022

There’s a storm brewing in customer service centers, and the aftermath could create some big challenges for contact center management. In our 2022 study of customer support agents and managers, 68% of agent respondents said they didn’t want to return to an office. Leanne Y.,

Contact Center 69

Contact Center Management Coaching contact center workforce 69

NobelBiz

FEBRUARY 27, 2024

Agent screen capture technology offers a solution by allowing supervisors to review agents’ screens during customer interactions. This not only helps in ensuring compliance with protocols but also provides opportunities for coaching and feedback based on actual performance.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

Beyond Philosophy

OCTOBER 3, 2014

In doing so, the Royal Yacht Britannia team has thought through every aspect of the visit to create an excellent Customer Experience. Downie explained that this was the result of recognising that Customer Service is only the final action in what has to be a much more strategic focus on the whole Customer Experience. “If

Coaching 385

Coaching Consulting Consulting Customer Experience 385