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

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

Integrity Solutions

NOVEMBER 14, 2018

When you have the confidence, comfort level and commitment, it’s a lot easier to make coaching a priority. The session focused on Developing a Coaching Culture for Higher Performance and offered a deep dive into our new research on coaching. Establishing a Coaching Culture. Clearly coaching is important.

Coaching 73

Coaching Management Sales Accountability 73

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

NICE inContact

JUNE 5, 2019

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. From my time in the contact center, I know that when things get busy, coaching is the first thing to get pushed to the side — to the detriment of agents and your customers alike.

Coaching 54

Coaching Contact Center Average Handle Time Quality management 54

CCNG

MARCH 30, 2022

HR was involved with a new cadence of verbal and written warning documents that aligned with this new management strategy. Coach the agent for 20 minutes – check off the box and get the green dot. Understanding the mental process for supervisors It’s time for the 15-minute agent coaching time. Does that make sense?”

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195

PeopleMetrics

JANUARY 29, 2014

At every level of sports, there are coaches. And at every level of coaching, there is disagreement about how to measure a coach’s performance. Even with significant advances in how teams evaluate performance, it can be difficult to quantify “coaching” as a variable. This debate might go on forever.

Coaching 96

Coaching Best practices Surveys Feedback 96

AWS Machine Learning

SEPTEMBER 13, 2023

Searching for insights in a repository of free-form text documents can be like finding a needle in a haystack. A traditional approach might be to use word counting or other basic analysis to parse documents, but with the power of Amazon AI and machine learning (ML) tools, we can gather deeper understanding of the content.

Coaching 107

Coaching Accountability Enterprise Management 107

CCNG

APRIL 20, 2022

For example, a digitized agent coaching system enables team leaders to document their support interactions with agents and simultaneously capture key metrics about every touchpoint relevant to their routine. In the digitized coaching scenario, agents can rate the value of support delivered by their supervisors in real time.

Customer Experience 195

Customer Experience CCNG Analytics Gamification 195

CX Global Media

JUNE 25, 2018

Here is an edited transcript from our interview: Jim Rembach : Hey this is Jim with the Fast Leader Show and Call Center Coach and I’m here at Contact Center Expo with Brian Brockman of Orkin. Brian Brockman : Well the big thing is documentation. And our documentation is key. Brian, how do you help folks get over the hump?

Contact Center 174

Contact Center Coaching contact center solutions Call Center 174

Callminer

JULY 22, 2020

If an employee is being dismissed due to performance concerns, you should keep all documentation on file such as data from quality assurance software solutions or performance monitoring reports, as well as any documentation from agent coaching sessions. How are termination letters handled within your organization?

Call Center 182

Call Center Customer Service Best practices Coaching 182

CCNG

MAY 27, 2021

Move to home-based agent program Moving from in center to work from home agents requires expertise in how to set up a work from home program that brings in best practices around training, performance management, WFM/WFO, quality assurance and coaching, technology, communication. culture, motivation, incentives, and employee engagement.

Consulting 195

Consulting Consulting Contact Center Gamification 195

CSM Magazine

OCTOBER 25, 2023

HR software can help automate this process, so new hires can complete all necessary forms and documents digitally. The HR team should include training resources such as online modules, webinars, workshops, and coaching sessions. Offer Continuous Training: Customer service representatives require ongoing training to be effective.

Customer Service 52

Customer Service Coaching Best practices Feedback 52

CCNG

SEPTEMBER 27, 2023

A knowledge base is a depository of articles with a search function that will bring up multiple documents based on key words or an electronic library with categories. A knowledge management system can be used with all agent channels and should have an AI component.

Management 195

Management Average Handle Time Self service First call resolution 195

Beyond Philosophy

JULY 14, 2022

There are also a bunch of documented health benefits of laughter. I’ve coached team members to let their humor come out in business. People are often more willing to listen after someone makes them laugh, making way for us to be more persuasive. It can reduce tension. It can be good for our relationships. .

Coaching 413

Coaching Consulting Consulting Personalization 413

Fonolo

JANUARY 31, 2023

Simply put, call center training is any course, seminar, video, coaching session, or other activity that teaches the skills and behavior required for success in a call center. Mentoring or coaching With the right guidance, there’s always an opportunity for one-on-one learning, which can be very effective. What is Call Center Training?

Call Center 141

Call Center Contact Center Coaching Gamification 141

SharpenCX

DECEMBER 16, 2020

We talk about coaching. That’s because the best managers are great coaches. The recipe for managing a successful customer service team is one part manager to three parts coach (at least). Put coaching at the top of your priority list. Use metrics and data to support your coaching conversations. Technology.

Management 76

Management Customer Service Coaching Contact Center 76

Playvox

NOVEMBER 1, 2022

If your contact center is like most, you probably have a robust set of guidelines that document your procedures, detail your standards, and outline how employees should handle various situations. Coach And Motivate. Another fear many managers have is how to engage with remote workers and coach them to improve when they need it.

Contact Center 74

Contact Center Schedule adherence Average Handle Time Coaching 74

CSM Magazine

OCTOBER 27, 2023

These skills gained through comprehensive call center coaching equip them to better understand client needs and articulate solutions. Improved Customer Satisfaction Enhancing versatile skills in customer service leads to improved satisfaction as it allows representatives to effectively handle a variety of customer issues.

Customer Service 64

Customer Service Customer centricity Coaching Customer retention 64

Nicereply

JUNE 21, 2021

Promote your knowledge base internally and teach your agents the value of documenting any new information they receive in an easily searchable and accessible way to all who may need it. As a leader, coaching people to speak up and then acting on what they say will give them confidence in their skills to help your customers thrive.

Coaching 124

Coaching Customer advocacy Technical Support Best practices 124

SharpenCX

APRIL 22, 2021

The good news: you can coach agents to effectively handle these situations and calm customers down. Coach agents to listen and resist the urge to be defensive. Coach agents to stop anger in its tracks. Read Next] 3 tactics to level-up your call center coaching with speech analytics.

Scripts 128

Scripts Coaching Call Center Accountability 128

Etech GS

JANUARY 7, 2020

Coach John Wooden of UCLA won 11 national championships in 12 years, yet he never stopped searching for ways to learn more, improve himself, and improve his teams. He leveraged the knowledge of basketball from his experience as a player and the wisdom of his coaches (Earl Warner, Glenn Curtiss, and Piggy Lambert). General knowledge.

Coaching 94

Coaching Education Surveys Time management 94

SharpenCX

JUNE 22, 2021

Document answers once, then store them somewhere for easy access. They also encourage self-coaching. There are a lot of guides to help you establish what categories and types of documentation you should have. Have one task force that maintains the knowledge base or another that documents customer trends from surveys.

Call Center 67

Call Center Coaching Analytics Employee engagement 67

SharpenCX

MAY 19, 2020

An employee development plan documents the goals, skills and objectives an employee needs to accomplish in order to grow in career development. When you align goal setting with each employee’s professional development plan, you coach and train with a clear purpose. Then, start coaching them to get there.

Contact Center 128

Contact Center Brand ambassadors Coaching Metrics 128

Integrity Solutions

FEBRUARY 12, 2021

Sure, they know the obvious rules—don’t falsify documents, don’t surf inappropriate websites, don’t share trade secrets. This document can address any and all aspects of behavior at work, from interaction with clients and colleagues to email etiquette to “good manners” (e.g., Have everyone, from CEO to receptionist, sign it.

Customer Service 84

Customer Service Morale Accountability Coaching 84

ShepHyken

MARCH 20, 2020

We’ve seen documentation (not naming names) of attrition rates as high as 150%—as in agent positions being hired for more than once a year EACH. However, most agents aren’t supported with the right training, knowledge, coaching (and so on), hence they are incapable of delivering their best. Yes, you should be freaking out.

Employee engagement 259

Employee engagement Contact Center Coaching Marketing 259

Balto

JANUARY 17, 2023

A robust EMR solution with automation capabilities can dramatically reduce manual administrative staff tasks, like documentation, while lessening the risk of human error that can impact billing. Real-Time Coaching. Customer Relationship Management (CRM). According to the Association of American Medical Colleges (AAMC), the U.S.

Healthcare 52

Healthcare Contact Center CRM Coaching 52

Call Experts

APRIL 8, 2024

Effective Feedback and Coaching: Regular feedback and coaching sessions help agents identify areas for improvement and refine their communication and problem-solving abilities. Documentation: Agents maintain accurate records of customer interactions, including issues, resolutions, and customer feedback.

Call Center 52

Call Center Average Handle Time Coaching Metrics 52

Help Scout

SEPTEMBER 16, 2021

This person is in charge of making sure the team is happy and productive through coaching sessions and performance feedback. That being said, it will be a much smoother transition if you already have a handle on your documentation and training going into the partnership. The solution. The solution.

outsourcing 97

outsourcing Customer Service Business Process Outsourcing Average Handle Time 97

TeamSupport

JULY 31, 2023

Understanding individual performance helps in recognizing strengths, addressing weaknesses, and providing targeted coaching to improve overall team performance. This information allows them to take proactive measures to address common issues, update documentation or FAQs, and improve the overall support process.

Customer Support 97

Customer Support Metrics Coaching Marketing 97

CSM Magazine

JANUARY 19, 2023

Develop Onboarding Documents & Procedures Onboarding documents provide clear guidance for every stage of your onboarding process. Furthermore, creating detailed onboarding documents ensures that new candidates are aware of what’s expected of them. Udemy allows you to upload documents or videos on training.

Coaching 52

Coaching Employee engagement Surveys Feedback 52

TechSee

MARCH 7, 2023

Elizabeth has been leading the conversation on how our new connected homes and devices are changing how we live and documenting service evolution for nearly 25 years. A 5-time Chief Customer Officer and coach to over 20,000 leaders, her techniques are field-tested and proven. She is known globally for transforming businesses.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

Satrix Solutions

JANUARY 29, 2021

Designing a closed loop training process that enables the CS team to prepare, conduct, and document the closed loop follow-up to a customer feedback survey will ultimately lead to the team acquiring better emotional intelligence traits. Coach your CS team to concentrate on what is being said rather than just hearing that the person is upset.

Scripts 78

Scripts Surveys Feedback Customer centricity 78

Global Response

MARCH 27, 2024

It requires weaving together customer needs, agent capabilities, and the organization’s overarching goals into one comprehensive document. Regularly monitor performance and coach agents on improvements. Review recorded calls to identify areas where CSRs need additional coaching. Understand customer needs and expectations.

Scripts 62

Scripts Call Center Customer Service Coaching 62

Balto

OCTOBER 27, 2022

While compliance audits and appeals will largely impact providers, the contact center is often tasked with supplemental documentation and can anticipate an increase in call volume. Every call is scored in the moment and broken down into individual categories so operators can implement targeted compliance coaching. Coach in Real Time.

Scripts 52

Scripts Coaching Education Contact Center 52

CSM Magazine

DECEMBER 1, 2022

Both depend on having the right specialists in place, who are trained and coached the right way, and are provided with the right technology. Recognition, documentation, and submission of adverse events and product complaints. Documentation of contacts. Omni-channel communication. Flexibility.

Healthcare 52

Healthcare Customer Care CRM Self service 52