ShepHyken

DECEMBER 5, 2022

(Centrical) Enterprises everywhere are transforming their frontline teams through interval learning and coaching, with a gamified approach. My Comment: Our friends at Centrical have just released an ebook about refining the employee experience (EX). The ebook is “gated,” so you will have to fill out the form to download the book.

Customer Service 173

Customer Service Gamification Customer Support Customer centricity 173

ShepHyken

DECEMBER 23, 2019

At the bottom is an excellent ebook that you can download (free of charge) about one-to-one personalization. Get your customer service ready for the next year with the Customer Service Trends 2020 eBook. My Comment: Another long one to read – an ebook – but worth taking the time to download. Good info here.

Customer Service 250

Customer Service Coaching Customer Experience Marketing 250

Playvox

FEBRUARY 13, 2024

Offer Training Opportunities Through Coaching There’s more than one way to effectively train agents. Consider allowing high-performing agents to coach peers. It’s a cost-effective coaching technique, and it communicates to top-performers that their expertise and talents are recognized and valued.

Contact Center 88

Contact Center Gamification Coaching Feedback 88

Beyond Morale

OCTOBER 16, 2012

Have you ever stopped to ask why there are coaches and teams that are consistently at the top? I find myself looking to emulate great coaches (leaders) all of the time. Coach K is More than a Winner. At Duke University, Mike Krzyzewski (Coach K) he has been the head men’s basketball coach since 1980.

Employee engagement 66

Employee engagement Coaching Surveys 66

Comm100

JUNE 26, 2018

With the World Cup in full swing, now is probably the perfect time to talk about one of the essential elements of any team – the Coach. Coaches are focused on improving performance during the moment, and the skills required for an excellent coach are very distinct. This is where a coach comes into play. Coaching Skills.

Coaching 42

Coaching Feedback Morale Accountability 42

Playvox

JANUARY 25, 2024

Operational costs – Agents who aren’t invested or lack training, feedback, or coaching tend to be inefficient, ultimately costing your business financially. Prevent and close employee skill gaps with a seamless integration to coaching. Workforce Management The yin to QM’s yang is Workforce Management (WFM).

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Playvox

JANUARY 30, 2024

Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching. Break up the Monotony Incorporating gamification elements into your training and coaching programs is one way to help decrease boredom that sometimes comes with traditional training methods.

Gamification 79

Gamification Contact Center Coaching Quality management 79

Playvox

JULY 14, 2023

To ensure your contact center agents spend a vast majority of their time with customers resolving issues and as little time as possible on administrative tasks and after-call work, agents need the right kind of tools, processes, coaching, motivation, and goals in place. How are managers delivering coaching?

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Playvox

FEBRUARY 13, 2023

Beyond evaluation scores, it also focuses on coaching and includes processes to maintain the integrity of the feedback, like calibration. Related eBook: Three Steps To Creating A Winning Customer Experience Strategy Impact Of Quality Management On Agent Engagement The employee experience is a vital part of customer interaction success.

Contact Center 78

Contact Center Quality management Calibration Coaching 78

SharpenCX

AUGUST 4, 2021

Project #1: Consistently Coach and Train your Agents. Implementing consistent coaching and training for your agents is an essential first step in giving your customer service strategy a jump start. Coaching doesn’t only prepare your agents for the new skills they need in the future workforce.

Customer Service 128

Customer Service Coaching Contact Center Interactive Voice Response 128

Beyond Philosophy

JANUARY 28, 2015

I tried to coach her on saying no in a positive way, but she couldn’t adjust her ways. Celebrating the launch of this new eBook, I am hosting a LIVE webinar focusing on what it takes to evoke the best emotions from your Customer Experience and the vital role of the conscious and subconscious experience with real-world examples.

Customer emotions 366

Customer emotions Customer centricity Consulting Consulting 366

Monet Software

MARCH 26, 2020

We created an eBook, “4 Questions to Answer for a Successful Cloud Move,” which addresses the following four questions we consistently see: What data do I migrate to the cloud? Download the eBook for more questions you need to answer for a successful cloud move. How will my processes change in the cloud?

Coaching 71

Coaching outsourcing Strategic Value Enterprise 71

Playvox

NOVEMBER 1, 2022

Coach And Motivate. Another fear many managers have is how to engage with remote workers and coach them to improve when they need it. When you can’t help agents improve in person, look for a coaching solution that sends them automated coaching recommendations based on their interactions.

Contact Center 74

Contact Center Schedule adherence Average Handle Time Coaching 74

Playvox

JANUARY 12, 2023

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. Related On-Demand Webinar: Coaching: Tips and Tricks to Make it Effective. Giving Feedback and Recognizing Agent Successes.

Quality management 69

Quality management Coaching Contact Center Metrics 69

Playvox

NOVEMBER 29, 2022

Related eBook: Creating A Strong Remote Work Policy For Your Contact Center. Reduce Call Avoidance With Coaching And Training. A coaching solution that allows you to customize training for each agent will help you address call avoidance issues with the agents who need it most. Listen to the employee.

Contact Center 77

Contact Center Agent burnout Coaching Best practices 77

Playvox

DECEMBER 21, 2022

While these are great virtual meeting tools for communicating in and engaging as a group, you might need other technology in place for one-on-one coaching for individual agents. Related eBook: 9 Contact Center Metrics Essential for Success. Keep yourself available for regular check-ins with your agents by automating what you can.

Contact center software 52

Contact center software Contact Center Coaching Quality management 52

ClientSuccess

OCTOBER 18, 2022

If you’re a customer success department leader, make coaching and preparing your CSMs for these types of conversations part of your regularly scheduled training and development plans. . eBook: Customer Success Best Practices from 20+ Executives. Webinar: Designing a Proof of Concept Strategy That Converts.

Best practices 72

Best practices Upselling Coaching Accountability 72

Noble Systems

AUGUST 12, 2020

In addition to identifying specific agents with compliance issues, speech analytics provides trends information across agent populations so that training and coaching can be implemented quickly. It acts as a virtual coaching partner for each agent by triggering alerts when certain phrases are detected (or not detected).

Analytics 89

Analytics Coaching Call Center Best practices 89

SharpenCX

JUNE 30, 2021

And if you use a platform like Sharpen’s , you can pair your omnichannel service with training and coaching all in the same platform. Project 2: Create a Compelling Coaching and Training Program (& Make Use of These Resources!). Productive coaching and training doesn’t just happen organically. Learn More ]. Read More] .

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

SharpenCX

DECEMBER 22, 2020

Coach your agents in empathy and effective communication skills. A Step-By-Step Guide to Building Better Customer Experience Strategies Use the data that lives in your contact center to build actionable strategies for a customer experience that soars past expectations Get The Ebook. The post What is Good Customer Service?

Customer Service 76

Customer Service Contact Center Coaching Wait times 76

Noble Systems

AUGUST 19, 2020

It can more effectively train and coach agents regarding new enterprise systems, as well as new products, and help teach them how to determine which ones are best for helping consumers reach their goals. Download our new ebook for the full story on “Financial Services and Gamification: Building Trust and Revenue.”.

Gamification 98

Gamification Banking Enterprise Coaching 98

SharpenCX

FEBRUARY 18, 2020

Download Now: Grow your management and coaching techniques with 29 key takeaways from your call center manager playbook. To coach your agents towards growth, you have to know what they’re shooting for. A Good Coach. To be successful, you need to build a coaching culture to inspire your agents. What are your goals?

Call Center 84

Call Center Coaching Management Contact Center 84

SharpenCX

DECEMBER 23, 2019

Coach and train them in-line and on-time, right after their interactions. Coaching your agents to empowerment means they’ll be ready to find unique resolutions for customers. Get the ebook that helps you put your metrics to work for your customers (and agents). Lock in more ways to earn customers for life.

Contact Center 107

Contact Center Customer Service Coaching Contact center software 107

Cisco - Contact Center

SEPTEMBER 17, 2020

Webex Contact Center now supports stereo recording for agent-customer conversations, making it possible to clearly distinguish who is speaking and apply sophisticated voice analytics for customer sentiment detection and agent coaching, to improve customer experiences. To learn more about Webex Experience Management read our ebook.

contact center solutions 128

contact center solutions Contact Center Surveys Enterprise 128

Noble Systems

AUGUST 25, 2020

From onboarding and product launches to regulatory compliance and ongoing training and coaching, gamification makes learning new information fun and engaging. For the full list of marketing KPIs that can be gamified, download the ebook , Financial Services and Gamification: Building Trust and Revenue.

Gamification 71

Gamification Employee engagement Banking Contact Center 71

SharpenCX

JUNE 8, 2021

Set SMART goals for your team to guide coaching: Once you know where the gaps live in your contact center strategy, create clear attainable goals for your team, and your individual agents, to achieve. SMART goals are fantastic coaching tools. Be sure to coach agents to care for customers well on all of these channels.

Customer retention 76

Customer retention Coaching Employee engagement Contact Center 76

inmoment

DECEMBER 5, 2019

Our latest eBook, “How to Go Beyond CX Insights and Take Action: 6 Action Steps for Experience Transformation” guides you on everything from feedback to insights, insights to intelligence, intelligence to action, and action to transformation. . 1: Get the right reports. Use data to empower your staff. . You’ve collected the data, now what?

Feedback 52

Feedback Metrics Coaching Customer Experience 52

Playvox

OCTOBER 18, 2022

If an agent’s performance metrics begin to slip, targeted coaching can help get them back on track whether they’re remote or in the office. Gen Z, Millennial, and Gen X workers all prefer real-time, direct feedback , so look for a solution that can deliver rapid, consistent coaching through a variety of methods.

Contact Center 69

Contact Center Management Coaching contact center workforce 69

Creative Virtual

JANUARY 4, 2022

Your first step should be to download the new ebook Conversational AI Issues & Solutions: Transforming Ineffective Chatbot & Virtual Agent Projects. Like any New Year’s resolution to be healthier, you just need a plan that starts where you are and takes you to your goal of creating a successful, valuable, and healthy solution.

Virtual Agent 52

Virtual Agent Chatbots Coaching Consulting 52

SharpenCX

APRIL 16, 2021

Your Step-By-Step Guide to Building Better Customer Experience Strategies Use data you already have to build actionable strategies for a better customer experience Get the eBook. Coach often using what you learn from your call center data . Keep these tips top of mind as you coach your agents: Why do agents struggle?

Customer Service 67

Customer Service Construction Coaching Metrics 67

Uniphore

JUNE 16, 2021

For more information about agile learning and the power of Agent Assist, check out our eBook and get in touch today! *HFS Research 2020. By giving your staff technology that works for, not against, them, you can… 3 Ways Call Center Coaching is Leading to Customer Churn. Intro to Call Center Life.

Contact Center 81

Contact Center Call Center Scripts Coaching 81

inmoment

AUGUST 19, 2020

Field management was able to prioritize its coaching based on financial advisor survey results, manage key client relationships (in excess of $2 million dollars) at their branch, and foster peer coaching by pairing advisors with different strengths and weaknesses. There’s More Where That Came From!

Coaching 52

Coaching Surveys Feedback Analytics 52

Joe Rawlinson

AUGUST 12, 2022

For instance, ask for your prospects’ email addresses to give them full access to your whitepapers or ebooks on project management and the top project workflow management software. Discount coupons and codes.

Marketing 78

Marketing Advertising Coaching Consulting 78

SharpenCX

JUNE 22, 2021

They also encourage self-coaching. Download Now]: Get the Customer Experience Ebook and Learn How to Use the Data Living in your Call Center Software to Grow your CX and AX Strategies. If training and coaching stop when onboarding is complete, your agents can’t autocorrect bad habits and practices. Don’t stop training.

Call Center 67

Call Center Coaching Analytics Employee engagement 67

SharpenCX

JANUARY 15, 2020

Download Now: Get 7 actionable tips to improve coaching and training for better CSAT. Start by improving your coaching and training, so you empower agents to deliver standout service. Get real about coaching with this Ebook including 7 actionable tips to be a better coach.

Airlines 90

Airlines Customer Experience Customer Service Coaching 90

Up Your Service

FEBRUARY 5, 2020

Marshall Goldsmith is such an incredibly strong contributor, such a reputed leader in the world of coaching and mentoring, that Thinkers 50 stopped giving him the award and they actually named an award after him. You love to help people with coaching and mentoring, becoming better leaders. What if we did something together?

Coaching 52

Coaching Best practices Customer Service Customer Experience 52