Education Services Group

OCTOBER 26, 2022

Customer Success leaders often run into a recurring theme when meeting with Customer Success Managers (CSMs): CSMs seem to be weighed down in tactical conversations with their customers and leave every call feeling they are adding little or no value to the business partnership.

Coaching 52

Coaching Scripts Education Metrics 52

Callminer

APRIL 21, 2020

The role of a call center manager is complex and challenging. Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. Ben Winter.

Call Center 182

Call Center Management Scripts Coaching 182

Playvox

MAY 11, 2023

Create A Company Culture Based On Trust And Autonomy Of Workers When working asynchronously, trust is essential between remote workers and managers. The person who leads these teams plays a fundamental role in the management and work of all the teams. But with remote work, you can’t fully control what an employee does.

Management 89

Management Contact Center Coaching Employee engagement 89

Beyond Philosophy

MARCH 28, 2019

Managing our risk aversion and the risk aversion of our customers is a significant part of providing an excellent Customer Experience. Luckily, there are a few ways to manage uncertainty—and its related risk. The manager has a phrase I quite like that applies here. I even told my training manager to put on his researcher hat.

Management 359

Management Consulting Consulting Benchmark 359

Taylor Reach Group

MARCH 18, 2021

Global Senior Manager, Consumer Response. In your role as Global Senior Manager, Consumer Response, you will be part of our success by: Developing and delivering a roadmap for responding to incoming consumer inquiries, concerns and messages, providing leadership and ongoing management for a best-in-class consumer experience.

Management 129

Management Best practices Coaching Education 129

Bill Quiseng

NOVEMBER 22, 2023

And they’ve done it so often for so long that “CX” has been the traditional term of many business professionals to explain customer experience management. Instead, educate your people interactively, frequently, and continuously at Customer CARE University with you as mentors and coaches at your business. But no more.

Journey mapping 97

Journey mapping Education Coaching Customer Care 97

Expivia

MAY 28, 2021

Good managers and supervisors are the best at guiding and motivating agents. And call center management training is how you can ensure that your leadership team is up for the task. Good Managers Aren’t Born. Many call center managers assume that because an associate did a great job on the phone they’ll be a good supervisor.

Call Center 98

Call Center Management Coaching Education 98

CCNG

OCTOBER 12, 2022

We all know three things to be true about leadership: First, every leader, at any level, has a different frame of reference, skill set, education, expertise, experience, and level of passion. Try changing the manager-to-employee/worker ratios. Why do we suddenly promote a new first-level leader to manage 15 to 20 people?

Coaching 195

Coaching CCNG Employee engagement Best practices 195

Balto

JULY 12, 2022

As we continue our series into Key Performance Indicators (KPIs) for contact centers, we’re turning our attention to managers and supervisors. But what about our managers? These are the folks that keep our operations running smoothly: training and coaching our agents, and working to improve overall customer satisfaction.

Management 52

Management Coaching Contact Center Average Handle Time 52

CSM Magazine

APRIL 25, 2022

Managing a customer service team takes dedication, hard work, and the right skill set. If you want to further develop your customer service management style, there are training solutions out there that can improve your talents and create a better working environment. Mental Health Training. Recruitment Training.

Customer Service 97

Customer Service Management Coaching Healthcare 97

The Northridge Group

APRIL 15, 2024

In our 3-part series: People, Process, & Technology — and the Intersection of AI, we have asked industry leaders in technology, people and process management to explain what AI is, what it isn’t, and how it can be a benefit (and a curse) in each area. It means your supervisors must be talking to their team regularly.

Technology 122

Technology Brand ambassadors Contact Center Multichannel 122

CX Global Media

AUGUST 30, 2017

When I was a manager, I used to help developing managers build their own frameworks, tools, and processes. The one thing I wish I had was a performance management tool that pulled everything together and helped to automate our tasks, so we could focus better. This is how to stop flying blind as a contact center manager.”

Contact Center 149

Contact Center Coaching Education Call Center 149

Andrew Mcfarland

SEPTEMBER 24, 2022

To get project management experience, you can take on side projects, pursue a certification program, or take on a mentorship. You can also pursue a project management degree to enhance your skills further. Because project management is a good career choice , we’re going to discuss a couple of ways to get experience.

Management 62

Management Education Coaching Engineering 62

Andrew Mcfarland

SEPTEMBER 25, 2022

To get experience in project management, you can take on side projects, pursue a certification program, or take on a mentorship. You can also pursue a project management degree to enhance your skills further. For example, building an app can provide valuable project management experience if you’re a software engineer.

Management 62

Management Education Coaching Engineering 62

Taylor Reach Group

APRIL 23, 2021

When your contact center manager leaves, or you create a new management position, you should always look for a long-term replacement, right? While a long-term replacement is often the right move, sometimes it’s better to transition with an interim manager. Why not simply hire the long-term manager right away?

Contact Center 123

Contact Center Management Consulting Consulting 123

Nicereply

MARCH 14, 2023

Being a support manager is a demanding job that requires constant learning. These 17 books contain critical lessons that every support manager will benefit from. Every customer support manager has a busy life. Priorities are constantly competing. But one should stand strong among all the others: to keep on learning.

Management 98

Management Call Center Metrics Entertainment 98

CSM Magazine

JULY 25, 2019

To significantly improve team performance, coaching offers a new role for today’s managers. Good coaching requires day to day engagement with employees to give assistance as needed. Few managers do this well. Coaching Team Performance Gains. Firstly, coaching takes place as the need arises.

Coaching 40

Coaching Feedback Education Management 40

Andrew Mcfarland

FEBRUARY 24, 2023

Resource managers are an essential part of any business. They manage resources such as time, money, and people to ensure that projects stay on track and objectives are met. We’ll also discuss some tips for resource managers to help them succeed. What is a resource manager? What does a resource manager do?

Management 48

Management Education Finance Accountability 48

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. Understand Your Ups and Downs.

Coaching 86

Coaching Morale Analytics Benchmark 86

CCNG

MAY 27, 2021

Employee retention and engagement Onboarding and Training Performance Management Workforce Management workforce Optimization Quality Assurance Knowledge Management Agent Motivation, recognition, and gamification Idea Generator – Sounding Board You have a problem and do not know where to start?

Consulting 195

Consulting Consulting Contact Center Gamification 195

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. Understand Your Ups and Downs.

Coaching 81

Coaching Morale Analytics Benchmark 81

SharpenCX

JUNE 23, 2020

Download Now: Unleash your agents’ strengths and talents with 7 methods to get real about coaching. Managing a workforce composed of different generations introduces a myriad of cultural difficulties, along with unique challenges for each group of workers. This will be vital to manage a variety of attitudes and drive collaboration.

Management 76

Management Call Center Coaching Contact Center 76

COPC

MAY 23, 2023

’s Employee Engagement Research uncovered a crucial takeaway for effective team leadership in the contact center industry: the power of education and skill building. According to Harte Hanks , team leader training is more effective with coaching, usually from their direct manager. Enabling Team Leader Success COPC Inc.’s

Contact Center 88

Contact Center Employee engagement Coaching Benchmark 88

SharpenCX

FEBRUARY 18, 2020

Between meetings with other managers and department heads, you barely have time to answer all the mentions on Slack. But, as a contact center manager, the stakes of your own role are high. Download Now: Grow your management and coaching techniques with 29 key takeaways from your call center manager playbook.

Call Center 84

Call Center Coaching Management Contact Center 84

Customer Service Life

OCTOBER 13, 2020

I recently wrote an article about a new quality process where I coached my team without showing them a score. So far it’s going great and the team has been receptive to the coaching. And furthermore, the team I was managing expected me to lead by example and show them the way they were to treat customers.

Accountability 182

Accountability Customer Service Coaching Contact Center 182

Expivia

APRIL 1, 2021

There is a minor debate in the call center and quality management circles on whether it is best to use live calls or recorded calls when evaluating call center associates in a center. Live monitoring from your supervisors and/or your QA areas is like in-game coaching. Live Calls help you Win the Game Today. Bottom line…You need both.

Quality management 52

Quality management Call Center Management Coaching 52

ChurnZero

JUNE 25, 2021

Customer Success is an emerging industry, and so it’s understandable that there’s some confusion around how it differs from the longer-standing functions of Customer Support, Account Management, and Professional Services. There are Customer Success Associates, Customer Managers, Directors, and so on.

Accountability 52

Accountability Customer Support Management Consulting 52

JustCall

JUNE 22, 2020

A sales manager is responsible for spearheading the sales team. Sales managers set sales goals and quotas, build sales plans and strategies, and then track the progress. These sales manager interview questions and answers will come in handy for hiring as well as preparing for interviews. Interview Questions for Sales Managers.

Sales 52

Sales Management Coaching Scripts 52

Balto

OCTOBER 27, 2022

Earlier this year, CMS specifically proposed to conduct greater levels of medical review in FY 2022, including pre- and post-payment audits and analysis of the Targeted Probe-and-Educate (TPE) process. Create Educational Opportunities. Continuing education is the key to successfully achieving compliance with CMS.

Scripts 52

Scripts Coaching Education Contact Center 52

TechSee

MARCH 7, 2023

Taksina Eammano, EVP & GM Field Service, Salesforce – Taksina is leading the conversation in applying AI and workflow to manage cost and improve field service outcomes while improving customer experience in the SFDC Field Service Customers. Kate champions digital innovations that create the best customer experience and solutions.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

Integrity Solutions

OCTOBER 23, 2023

You don’t have to educate them as much now. Buyers are more educated, they’ve done the research, they’ve compared solutions. This can also become a blind spot for sales managers and recruiters when they’re considering people for promotions or open positions. That energy transfers.

Sales 114

Sales Coaching Education Feedback 114

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. Understand Your Ups and Downs.

Coaching 48

Coaching Morale Analytics Benchmark 48

Fonolo

NOVEMBER 23, 2021

So call center managers and executives have to step up their game with more engagement, support, and incentives to keep their agents happy. Balancing education and engagement. Balancing education and engagement is essential if you want your training to sink in. Education + Engagement = Call Center Training games!

Call Center 148

Call Center Abandon rate Gamification Education 148

Playvox

MAY 26, 2021

Emphasize Educating, Not Selling. However, smart contact center leaders won’t emphasize selling, but rather educating. The emphasis should be on customer education rather than hard-selling. As Jessica Albrecht, Customer Experience Manager at Rhone says, “We don’t ever want to be pushy with sales.

Upselling 92

Upselling Education Contact Center Coaching 92

SharpenCX

AUGUST 11, 2020

Editor’s Note: This post is brought to you by a new contributor, Hiba Amin, from our friends over at Soapbox – a solution that empowers over 100,000 managers to lead high-performing teams. Give the team an education budget. Enter the education budget. What is an education budget? Coach agents on an ongoing basis.

Customer Service 67

Customer Service Coaching Education Construction 67

SharpenCX

FEBRUARY 4, 2020

Download Now: Master your manager skill set with 29 tactics and strategies to better coach agents. Hard skills are often gained through education or specific training. These are skills like time management and organization, oral and written communication skills, or the willingness to collaborate. Ok, let me backup.

Call Center 84

Call Center Management Coaching Contact Center 84

SharpenCX

OCTOBER 13, 2021

Trend One: Stay Agile with Remote Workforce Management. Lay down the foundation for better remote management in your contact center. >> Watch Next: Managing a (Suddenly) Remote Contact Center with Efficiency. But it’s nearly impossible to manage a virtual contact center without the right technology to support your team.

Contact Center 128

Contact Center Technology Coaching Analytics 128