JustCall

OCTOBER 15, 2023

Training and coaching are not just boxes to tick; they’re the heartbeat of employee growth and a company’s journey to success. In this blog, we’ll explore the challenges of agent training and coaching and how call recording makes a difference. Such tangible data offers agents clear areas for improvement.

Coaching 52

Coaching Metrics Feedback Upselling 52

TeamSupport

JULY 31, 2023

The data collected in your customer support department does not begin and end with customer support personnel. The benefits of the data collected here touches every other aspect of your business including hiring, product support, marketing strategy, and more.

Customer Support 97

Customer Support Metrics Coaching Marketing 97

Balto

FEBRUARY 20, 2023

Myth: Call coaching software is only helpful for onboarding new agents. Fact: 61% of tenured agents use call coaching software and those who do have higher job satisfaction and other success metrics across the board. How Does Call Coaching Software Help New Agents? How Does Call Coaching Software Help Tenured Agents?

Coaching 52

Coaching Average Handle Time Gamification Contact Center 52

JustCall

JULY 29, 2021

It involves a continuous practice of coaching sales teams. In fact, sales coaching plays a role in raising a high-performing team of sales reps. But statistics show that with sales coaching, sales teams are able to attain 91% attainment of sales quota. So, are you tapping into coaching for your sales reps?

Coaching 86

Coaching Sales Scripts Construction 86

aircall

JANUARY 3, 2018

If you’re managing a customer support team, then you’re as much a coach as you are a supervisor. Good coaches make their players better, but great coaches go the extra mile and continue making themselves better as well. Identify Coaching Opportunities.

Coaching 86

Coaching Morale Analytics Benchmark 86

aircall

JANUARY 3, 2018

If you’re managing a customer support team, then you’re as much a coach as you are a supervisor. Good coaches make their players better, but great coaches go the extra mile and continue making themselves better as well. Identify Coaching Opportunities.

Coaching 81

Coaching Morale Analytics Benchmark 81

Vonage

FEBRUARY 5, 2019

Whisper coaching” enables managers to listen in on agents’ calls, and when it’s appropriate, they can share advice with the agents, coaching them in real time. But there’s one major limitation to whisper coaching: you need people to do the whispering. It can also provide data that forms the basis for ongoing training for agents.

Coaching 125

Coaching Contact Center Analytics Sales 125

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

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

CSM Magazine

APRIL 20, 2023

Zenarate, the leading Simulation Training solution, today announced that Startek, a global customer experience (CX) solutions provider, is using its AI Coach to provide immersive training to its contact center teams. Zenarate AI Coach is the “flight simulator” for customer and prospect engagement.

Coaching 59

Coaching Telecommunications Best practices Healthcare 59

Contact Center Pipeline

JUNE 29, 2016

Remember when “coaching” was represented by reports shoved in front of agents with lots of red circles accompanied by motivating messages like, “Good quality, but you need to get that adherence rate up to speed!”? This data is readily available, and […]. If not, lucky you!

Coaching 100

Coaching Contact Center Metrics Call Center 100

Tethr

JULY 22, 2020

Exceptional call center leaders use a coaching philosophy to manage their teams. When coaching a remote team, leaders must learn to help their agents maximize their performance by giving them the skills they need to become stronger learners. Better your coaching by sticking to best practices.

Coaching 81

Coaching Call Center At home agents Best practices 81

Playvox

FEBRUARY 18, 2019

“Excellence happens when you try, each day, to both do and be a little better than you were yesterday.” — Pat Riley (former NBA coach). Launching a quality assurance program in your call center empowers you with a huge amount of performance data. Managers may want to get involved in coaching too.

Coaching 40

Coaching Customer Service Call Center Surveys 40

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? And using data from real customer conversations gives you the context you need to effectively coach your team.

Coaching 67

Coaching Analytics Call Center Quality management 67

Fonolo

APRIL 15, 2020

Managers and business owners spend countless hours analyzing data and/or speaking with customers to be able to produce at least that: a script. 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 91

Coaching Customer Service Scripts Morale 91

The Northridge Group

MARCH 28, 2022

In our previous post , we discussed the importance of adopting a data-driven analytical approach to move the needle on patient/member experience, enabling higher CMS Stars Ratings and increased bonus payments for Medicare Advantage plan providers. The data was loaded, cleaned, transformed, and analyzed using SQL tables.

Healthcare 120

Healthcare Analytics Contact Center First call resolution 120

SharpenCX

AUGUST 10, 2018

The post 5 data-backed strategies to improve your contact center coaching appeared first on Sharpen Contact Center Software. You have three agents on break, two who need to escalate cases, and a few more with a clear tone of frustration on the phone.

Coaching 52

Coaching Contact Center Contact center software Customer Experience 52

JustCall

MARCH 13, 2023

For many sales managers, sales coaching techniques are either too difficult to execute or too complicated to achieve. Whether you need to coach customer service teams right or coach newbies during the first call, using the right sales coaching methods is key. Here are 5 sales coaching techniques worth a try.

Coaching 40

Coaching Sales Feedback Metrics 40

SharpenCX

JUNE 2, 2021

In fact, 37% of companies lack time to collect and analyze their QA data, 31% struggle to have the time and resources to coach and train people to read the data, and 25% lack the necessary technology to do so. Let’s consider four topics that will directly impact your call center QA and improve your training and coaching.

Coaching 67

Coaching Call Center Scripts Analytics 67

Playvox

MAY 24, 2022

This period of high-stakes decisions and operational scrutiny required a clear and accurate view into many things, including SoFi’s Member Service Teams quality assurance data. The SoFi team required visibility into this QA data at every level of the business, from C-suite, to manager, to analyst, to agent. Data Needs Context.

Big data 72

Big data Construction Banking Coaching 72

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. You can’t use the same coaching techniques universally with your team.

Coaching 67

Coaching Call Center Customer Experience Feedback 67

Uniphore

JANUARY 24, 2022

Go Beyond Call Center Coaching with Real-Time Agent Assist. Agent assist software builds agent engagement and proficiency with live call center coaching, training and process optimization. Current agent coaching is leading to customer—and agent—turnover. Better call center coaching creates—and retains—better agents.

Coaching 52

Coaching Call Center Average Handle Time Telecommunications 52

CSM Magazine

FEBRUARY 1, 2022

Integrated, data-driven module provides tools to better support, develop and engage agents, allowing them to better meet rising interaction volumes and complexity. Calabrio, the customer experience intelligence company, today announced its new coaching solution for agent performance management, Calabrio Performance Coaching.

Coaching 52

Coaching Gamification Customer Service Quality management 52

CallSource Insights

SEPTEMBER 18, 2018

Sure, call coaches help you improve phone skills – but the lingering effects can also make it well worth your time, too. If you’ve been keeping up with our blogs, you know we truly believe in the benefits of your business working with a third party call coach to improve call handler phone skills. More confidence. Accountability.

Coaching 82

Coaching Morale Accountability 82

ChurnZero

DECEMBER 9, 2021

Bryan Neale from Blind Zebra Consulting joined us for a webinar to teach Customer Success leaders how to coach their teams to handle NPS conversations following a four-step call framework. A: This is making a broad statement based on the hundreds of CS people that we coach and the 12 or so VPs that we’re active with. Less is more.

Coaching 52

Coaching Surveys Feedback Consulting 52

JustCall

MARCH 13, 2023

A sales coaching plan is every sales manager’s best friend. What is a Sales Coaching Plan? Whether you want to coach newbies during the first call or coach customer service teams, driving personalized coaching and learning is important. What does your role as a sales coach look like?

Coaching 40

Coaching Sales Metrics Best practices 40

Voxjar

APRIL 9, 2020

This guide will show you how to make the transition to remote call coaching and quality assurance. How to overcome the biggest challenges of remote call coaching and QA. What tools are the most effective for remote call quality assurance and coaching. 3: Delivering QA and Coaching Feedback from Home. Data Security.

Coaching 52

Coaching Call Center Analytics contact center workforce 52

Calltools

MAY 27, 2020

Call scoring is like an NFL game, where your sales agents are players and you’re the coach. Like linebackers or wide receivers, each agent has a unique role to play in winning the game; you are the coach that helps your team grow and function well together. Complying with data governance legislation.

Coaching 52

Coaching Government Scripts Metrics 52

24-7 InTouch

FEBRUARY 24, 2023

We will surely see this as metaverse innovations continue to emerge with developing AR/VR technology, but breakthroughs in data analytics like neuro-insights present another opportunity for companies to better understand human behavior, ultimately leading to enhanced, immersive customer experience (CX). That’s where neuroscience comes in.

Analytics 52

Analytics Coaching Technology Surveys 52

Hodusoft

APRIL 14, 2022

Understanding Customer Service Experience Outcomes Through Data. Data plays a significant role in their services as call and contact center software can derive actionable insights from the data collected through thousands of customer interactions every day. . Data-driven insights to understand customer experience outcomes.

Customer Service 59

Customer Service Contact center software contact center solutions Contact Center 59

aircall

JANUARY 3, 2018

If you’re managing a customer support team, then you’re as much a coach as you are a supervisor. Good coaches make their players better, but great coaches go the extra mile and continue making themselves better as well. Identify Coaching Opportunities.

Coaching 48

Coaching Morale Analytics Benchmark 48