Tips and Techniques for Coaching Success

Contact Center Pipeline

Coaching agents is arguably the most critical responsibility for frontline contact center management. Effective coaching is known to foster agent engagement, reinforce and expand critical skillsets, boost productivity and deliver higher performance for the individual, operation and company. Coaching agent development call center career path coaching contact center employee engagement performance management

How Banks Can Crack the Code on Employee Engagement

Integrity Solutions

The banks’ customers are engaged, buy more, stay longer, and recommend the bank to their friends. We’ve all been hearing about engagement for so long, it’s almost become another intangible “soft” buzzword. Yet the banks that have cracked the code on employee engagement are reaping the business and performance benefits, with passionate bankers poised to capture customers who will entrust them with their financial well-being.

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5 Ways Servant Leadership Improves Employee Engagement

Etech GS

Autocratic leadership, also known as authoritarian leadership is a type of leadership style that rarely views their employees as partners. If an organization lacks engagement, motivation or skills to reach their fullest potential, the leadership quality within the organization should be examined. Understanding Servant Leadership and Employee Engagement. Employee engagement is often an idea that becomes confused with employee motivation and happiness.

Boost Employee Engagement by Creating a Coaching Culture Where your Agents Thrive

SharpenCX

The post Boost Employee Engagement by Creating a Coaching Culture Where your Agents Thrive appeared first on Sharpen Contact Center Software. Phones are ringing back to back. You’ve got an inbox full of unread emails. Agents are calling out to you, escalating calls with upset customers who will only speak with the manager. Some days it seems like your agents can’t. Read More.

Best Practices for Keeping Remote Employees Engaged

Speaker: Dave Hoekstra, Calabrio

The benefits of a strong quality assurance program stretch far beyond the walls of the contact center, but in recent times of remote working, you may be struggling to assess agent performance and keep employees engaged. As your brand’s voice on the front line, it’s imperative to find new and unique ways to keep your remote agents motivated to maintain performance and deliver quality customer care.

3 Keys to Employee Engagement from Coach K

Beyond Morale

Do you ever find yourself looking to various sports for examples that you can use to improve employee engagement? 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.

Why Should Contact Centers Care About Employee Engagement?

Noble Systems

But in order to ensure that this is so, every employee must also have an equally wonderful experience at work every day. So, in order to be truly customer-centric, you must first become employee-centric. Getting and keeping contact center employees engaged is foundational to accomplishing this objective. Like moving to customer-centricity, becoming an employee-centric organization often requires a top to bottom shift in culture. Disengaged Employees Cost Money.

How Can A Coaching Culture Attract (and Keep) Top Talent?

Integrity Solutions

A high-performance coaching culture can separate your firm from the pack and become a powerful differentiator when you’re competing for top players. How a Coaching Culture Attracts (and Keeps) Top Talent. The best players want to play for the best coaches. The reality is, regardless of their skill level or knowledge, few people rise to the top of their game without having coaches to guide, encourage and challenge them. These coaches: help people become their best.

When Employee Engagement Goes Wrong

CSM Magazine

Companies who truly want to build an engaged workforce must look at employee connection and involvement. We all have been part of an ’employee engagement’ initiative, whether an individual program or a full-fledged organizational imperative. Many times, these programs become a flash-in-the-pan, not truly geared towards building a healthy organizational culture, but a reaction to when employees are disengaging and attrition numbers are up.

5 Ways Servant Leadership Improves Employee Engagement

Etech GS

Autocratic leadership, also known as authoritarian leadership is a type of leadership style that rarely views their employees as partners. If an organization lacks engagement, motivation or skills to reach their fullest potential, the leadership quality within the organization should be examined. Understanding Servant Leadership and Employee Engagement. Employee engagement is often an idea that becomes confused with employee motivation and happiness.

The Number One Factor in Your Contact Center’s Success

Speaker: Jim Rembach, President of Call Center Coach

Join us for this insightful webinar with Jim Rembach, President at Call Center Coach, and learn about the single most important factor in the success of your contact center!

8 Tried and Tested Methods For Improving Employee Engagement

Customer Guru

“Customers will never love your company until your employees love it first.” ~ Simon Sinek. It is a well-known fact that healthy employee engagement and sustained business growth are correlated. Interestingly, some might wonder whether corollary is true as well, i.e. successful organisations really have better-engaged employees? And what if the stream were to flow backward, can the success of a business result in better engagement?

12 Tips to Find Time for Coaching

Contact Center Pipeline

Customer experience, employee engagement and sales results are driven by effective coaching. Coaching helps develop your agents’ skills. Done right, it also improves morale and employee retention. However, coaching needs to be done on a consistent basis. Coaching agent development call center coaching contact center time managementYou wouldn’t exercise just once in a lifetime and say that you were done. The same is true […].

Coaching is a Matter of Priorities, Not Time

Integrity Solutions

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. We also explored some of the all-too-familiar struggles that organizations have as they try to turn their good intentions around sales coaching into effective activity and measurable impact. Establishing a Coaching Culture.

Sales Management Coaching Skills For Growing Tech Companies

Integrity Solutions

Beyond Management 101, Sales Coaching Builds Company Culture. Especially in a time of massive upheaval and economic uncertainty, we need managers who are at the top of their game, who can keep the customer-facing teams engaged, confident and dialed-in to the broader mission. With all the turmoil in the market today, employee engagement, retention and productivity have never been more important to the health of a technology business.

4 Ways to Adapt Your Coaching Style to the Needs of Your People

Integrity Solutions

Coach accordingly… You’ve been coaching one of your salespeople and you think you’ve made good, clear points. It’s like they’re not hearing you during sales coaching sessions. If you’re a sales manager and coach, then you probably know this feeling. I had a client tell me about a similar experience with a salesperson she was coaching who was right on the brink — either about to leave the organization or about to get fired.

Frontline Coaches: Ask Don’t Tell

Contact Center Pipeline

Despite the critical role that they play in employee satisfaction and retention, frontline supervisors often are not provided with the training on how to drive engagement through coaching. New supervisors tend to approach agent coaching with the notion that the agents who are underperforming can be “fixed,” says Christine Frishholz, managing director of The Cicerone Group, […].

5 Teams Coca-Cola Created That Blows the Top Off Employee Engagement

Call Center Coach

Because of the rapid pace of work and unforgiving workloads that come, they need to be effective and high-caliber, including employee engagement. At the Coca-Cola Consolidated Contact Center in Charlotte, North Carolina their employee engagement system consists of five teams that make for a special formula. At our mid-day break, I thanked Joe for what he shared about his contact center and requested an interview where he would share their employee engagement system.

Customer Feedback Vital for Employee Coaching

Hello Customer

Customer Centricity Employee Engagement

Employee Engagement Does Not Equal Employee Effectiveness

Verint

We hear a lot today about employee engagement. But according to the Hay Group, “ engagement alone does not drive employee effectiveness.” Employees also need to be enabled. In other words, employees need to be in the right role and given a supportive environment with no significant barriers to performance.”

Belief Boundaries: Coaching as a Powerful Way to Unlock Potential

Integrity Solutions

Coaching is pivotal to sales success. It’s now well-established that a strong coaching culture is something high-performing companies have in common. In study after study, coaching is shown to play a key role in driving sales performance and revenue achievement. So why do so many companies still struggle to make coaching pay off for them? The largest gains come when firms: Provide specific coaching objectives (+12%). Recalibrating What Gets Coached.

Put Your Manager Hat to the Side for Now and Prioritize Leading and Coaching

Integrity Solutions

In worrying times, we most need leaders to build confidence and a coach to connect with us personally with encouragement about moving forward. Think of the different roles as three different hats: manager, leader, and coach. The coach hat involves assisting people to develop further. Here’s what we’re doing at Integrity Solutions, at least in the near term: We’re putting the manager hat to the side for now and prioritizing our leader and coach roles.

Employee Engagement: A Confluence of Passion and Purpose

CX Journey

Image courtesy of Pixabay Why is it so difficult to understand what employee engagement is all about? I recently saw a note from a reporter with a reputable online publication asking for sources who had used company perks, as well as apps to track rewards and perks in the workplace, noting that he was writing an article about employee engagement. It's great that there's an ongoing spotlight on employee engagement because it's still at an all-time low.

5 ways leaders can increase a culture of trust

Integrity Solutions

What are you doing every day to strengthen the culture of trust with your employees and customers? In our recent sales coaching research , 76% of the firms told us coaching is a critical driver of success. But before they can arrive at that common path—in fact, before the coaching process even begins—the employee has to be receptive to coaching. Trust and the Coaching Relationship. Your employees will notice and follow your lead.

Proactive Selling Advice During Unforeseen Times

Integrity Solutions

Think about how you can engage with support staff around that person and create more internal champions. And if you’re willing to stick with it and get out of your comfort zone, with the support of a good sales coach and clear goals , you’ll come out stronger than ever before. Making proactive selling decisions that takes on challenges now puts you in a position of strength, and that means you’ll have a head start once you get to the other side.

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Guest Post: Power to the People – 5 Ways to Elevate the Agent Experience

ShepHyken

She shares five different strategies to build a stronger and more effective employee experience. According to Gallup’s recent polls, 87% of employees worldwide are not engaged. So, we find ourselves in the ugly circular dilemma: which comes first, the employees or the customers? However, most agents aren’t supported with the right training, knowledge, coaching (and so on), hence they are incapable of delivering their best. Hence, the employee comes first.

Understanding Human Behavior Styles Can Improve Sales, Coaching and Leadership

Integrity Solutions

Whether you’re a coach or a salesperson, if your communication approach is overly tilted toward your own dominant human Behavior Style, you risk ignoring or failing to connect with the other person and what they care about most. One change in particular, the pivot to virtual work, has made it even more challenging to keep customers and employees engaged. And that’s essential in today’s environment, both for meeting revenue goals and for keeping employees engaged.

Belief Boundaries: Coaching as a Powerful Way to Unlock Sales Potential

Integrity Solutions

Few activities are considered as important as sales coaching. So why do so many companies still struggle to make coaching pay off? Coaching is pivotal to maximizing sales potential. It’s now well-established that a strong coaching culture is something high-performing companies have in common. In study after study, coaching is shown to play a key role in driving sales performance and revenue achievement. Provide coaching for the sales managers themselves (+10%).

The VOC Guide to Effective Employee Engagement

Customer Interactions

Why Customers Make Great Coaches

Are your Parents are to Blame for Low Employee Engagement?

Beyond Morale

Since employee engagement is deeply rooted in relationships, is this lack of coaching and education from parents a contributing factor to the low levels of engagement? Our Parents Weren’t Coached Either. It appears the kids that grew up in the 1950’s that are now our senior leaders did not get the proper coaching and instruction on how to be conscience children with high integrity.

Employee Engagement and Better Customer Engagement in 2016

Verint

While you may or may not have previously considered gamification a key part of these employee engagement efforts, it can help keep your employees focused on what matters and what helps drive the bottom line. One element of employee engagement is setting goals—tracking workforce key performance indicators (KPIs), such as conversion, customer satisfaction and more. Everyone is looking for a competitive advantage in 2016.

Learn How Coca-Cola Adds Life to Contact Center Employee Engagement

Call Center Coach

For many, managing morale and employee engagement in a contact center is a complete mystery. Attend and learn how to get and keep employees engaged and wanting to work for you. Learn about the little things that have the biggest impact on employees and how to create an environment that motivates. Strategies to build employee buy-in and ownership. How to create the right environment so employees thrive. Examples of employee-led engagement teams.

Guest Post: Power to the People – 5 Ways to Elevate the Agent Experience

ShepHyken

She shares five different strategies to build a stronger and more effective employee experience. According to Gallup’s recent polls, 87% of employees worldwide are not engaged. So, we find ourselves in the ugly circular dilemma: which comes first, the employees or the customers? However, most agents aren’t supported with the right training, knowledge, coaching (and so on), hence they are incapable of delivering their best. Hence, the employee comes first.

People Rise to Their Belief of Your Belief in Them

Integrity Solutions

Coaching Sales Teams and the Link Between Expectations, Beliefs and Performance. The truth is, all of us need coaches. Most people will not work, learn and extend themselves, by themselves, to the extent that they will with the help of a coach who sets high expectations for them. In the world of sports, no successful coach ever says to the players, “Okay, you go out and learn whatever you can and practice whatever you want to, and be sure to show up for game day.”

Fabulous 10 Ideas to Develop Employee Engagement in the Call Center

Dialer 360

Call center team engagement isn’t a science. These are engaging an organization’s talent. At the essential part of rep’s engagement is similar to any industry. They are failing to offer an engaging, challenging and attractive workplace. They are holding that position and imagine it does to the employees. The fantastic ideas about employee engagement are here. Why Is Employee Engagement Important Topic Today?

Guest Post: Power to the People – 5 Ways to Elevate the Agent Experience

ShepHyken

She shares five different strategies to build a stronger and more effective employee experience. According to Gallup’s recent polls, 87% of employees worldwide are not engaged. So, we find ourselves in the ugly circular dilemma: which comes first, the employees or the customers? However, most agents aren’t supported with the right training, knowledge, coaching (and so on), hence they are incapable of delivering their best. Hence, the employee comes first.

Guest Post: Make a Promise. Keep a Promise! You Can Drastically Improve CX by Investing in Your Agents

ShepHyken

He points out the importance of providing a positive employee experience in order to improve the customer experience. This way you create a much stronger bond with an employee that knows the company has their back.

Guest Post: Make a Promise. Keep a Promise! You Can Drastically Improve CX by Investing in Your Agents

ShepHyken

He points out the importance of providing a positive employee experience in order to improve the customer experience. This way you create a much stronger bond with an employee that knows the company has their back.

Overcoming The Most Persistent Contact Center Challenges

Integrity Solutions

The most persistent contact center challenges can be overcome by making coaching a part of the culture and developing your agents’ listening and problem-solving skills. On the operational side, managers are still struggling with issues related to turnover, getting new agents ramped up quickly enough, coaching effectively, improving cross-selling and trying to understand where the root problems are when it comes to moving the needle on results. The Power of Coaching.

Engaging Employees at Any Distance

Taylor Reach Group

How about improving employee retention by 24-59%, lowering absenteeism by 41% and increasing productivity by 17%? According to the Gallup Organization, you could do all this and more by making your way to the top quartile of employee engagement. Gallup defines engaged employees as those who are involved in, enthusiastic about and committed to their work and workplace. Throughout the study, engagement has averaged 30% ( Gallup-Employee Engagement Rise ).