ShepHyken

JUNE 11, 2021

This week we feature an article by John O’Leary, a speaker, coach, and best-selling author. Are you sweeping streets like Raphael painted in your sales job, in your role as a custodian, or at your position in middle management? . … He shares an excerpt from his #1 bestselling book In Awe. Scott worked at the valet stand. .

Coaching 354

Coaching Customer centricity Sales Management 354

Call Center Weekly

NOVEMBER 1, 2018

This allows people to be themselves, use their strengths (which is way more important than trying to coach weaknesses) and work toward outcomes in ways natural to them. Kathryn Frankson is a B2B event sales and marketing professional at UBM.

B2B 185

B2B Coaching Sales Marketing 185

JustCall

MARCH 7, 2023

The sales world has changed dramatically. Hybrid workspaces blend in-office sales reps and off-site staff (mostly working from home). So why does this approach matter and how can you incorporate it into your sales operations? So you must prepare adequately if you’re considering a hybrid work model for your sales team.

Best practices 52

Best practices Sales Morale Personalization 52

CallSource Insights

NOVEMBER 16, 2018

Implementing CallSource call coaching improved new employees’ onboarding experience, creates a culture of transparency, accountability, and acts as a motivational tool to improve career skills. Jamison spoke with a CallSoure representative at a Nexstar event and was enlightened about the services CallSource offers.

Coaching 56

Coaching Advertising Scripts Call Center 56

ShepHyken

JUNE 25, 2021

The keynote on the second day of the event was Troy Aikman, who was interviewed by Fiserv’s CEO Jeff Yabuki about sports, of course, as well as about leadership and business. After he bought his first car dealership, he walked in and noticed that all of the sales guys were dressed casual, in polo shirts and slacks.

Customer centricity 298

Customer centricity Coaching Consulting Consulting 298

NICE inContact

NOVEMBER 23, 2015

Many agents and supervisors cringe when it is time for coaching. From an agent perspective, the coaching experience has historically been associated with a supervisor controlling a conversation; speaking to what the agent has done wrong on a call. This type of preparation is also helpful when coaching agents in the contact center.

Coaching 49

Coaching Best practices Construction Contact Center 49

TechSee

AUGUST 14, 2023

They are “the ones to watch” and we recommend you follow them on Linkedin, Twitter, or YouTube or try meeting them at key industry events. Skilled in leading high-performing teams and utilizing customer insights to drive improvements, Agnes works on unique ways to build customer loyalty through community programs and events.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

CallSource Insights

SEPTEMBER 14, 2018

CallSource Reflections: For Sales Performance Improvement, One Size Does Not Fit All&url=[link] target="_blank" title="Share to Twitter" class="s3-twitter hint--top">. For Sales Performance Improvement, One Size Does Not Fit All. Elliot co-founded CallSource ® alongside the late Jerry Feldman in 1992. .

Sales 40

Sales Coaching Technology Customer Service 40

TechSee

MARCH 7, 2023

She is also an active member of the Women in AI Canada group, participating in mentorships, events, & talk shows. A 5-time Chief Customer Officer and coach to over 20,000 leaders, her techniques are field-tested and proven. Sabine was recently recognized as a nominee for Sales Confidence’s TOP 50 UK SDR Managers of 2022.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

aircall

OCTOBER 25, 2018

Alex has a professional background in creating and leveraging targeted sales enablement content to produce qualified leads and increase sales efficiency. The growing buzz around sales enablement. Up until a few years ago, sales enablement was not a function that warranted any serious attention.

Sales 75

Sales B2B Outbound sales SaaS 75

Integrity Solutions

SEPTEMBER 23, 2021

A value based sales process gives sales teams the system and behavioral alignment to effectively differentiate and demonstrate what the results are of the sale. Top sales performers not only articulate a product’s value, they exceed expectations by consistently engaging in behaviors that demonstrate a solutions mindset.

Coaching 70

Coaching Sales Employee engagement Customer Care 70

TechSee

JUNE 16, 2022

If you want to stay ahead of the game, follow them on Linkedin, Twitter, or YouTube or try meeting them at key industry events – their enormous impact is bound to become a catalyst for change in the space. In addition, Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

CX Global Media

JUNE 25, 2018

Jim Rembach : Hey this is Jim the Fast leader Show and Call Center Coach, and I ‘m here at Contact Center Expo with Bruce Eidsvik, a Senior VP of marketing for Genesys. He used to be on the sales side of the business but is now is on the marketing side. He says he came from the dark side. So, at CX19, if it’s possible.

Customer Service 209

Customer Service Coaching Call Center Contact Center 209

Balto

MAY 25, 2022

The fast-paced event brings together six Talkdesk partners across two categories to demo their product for just three minutes to convince a live audience that they have the most innovative CX solution in the market today. The Talkdesk team announced the win at the live event. More importantly, it’s a win for our charity, LaunchCode.”.

Coaching 52

Coaching Contact Center Cloud contact Engineering 52

Balto

JUNE 7, 2022

Balto’s product suite of Real-Time Guidance , Real-Time Coaching , and Real-Time QA empowers agents with the information they need at their fingertips while also allowing managers to rapidly scale best practices with the press of a button. Learn more about the event and a chance to win an electric bike on Balto’s event page.

Coaching 52

Coaching Contact Center Best practices Technology 52

VirtualPBX

JANUARY 27, 2022

My name is Kevin Peyton, and I am Vice President of Sales at VirtualPBX. Call reports can go a long way to outline our call tracking, increase follow-up value, and gain valuable visibility into critical sales processes if utilized correctly. I have 3 C’s that I live by – Call Reporting, Call Recording, and Coaching.

Call Logging 94

Call Logging Coaching CRM Sales 94

CX Global Media

JULY 17, 2018

Make no mistake, Call Center Coach is not only the name of our business — it’s an industry need. According to an Executive Priorities report from Strategic Contact , coaching is the number one priority in contact centers. In many circles, the thought of coaching is about supervisors coaching agents. Click to Tweet ).

Contact Center 179

Contact Center Coaching Construction Call Center 179

Integrity Solutions

MARCH 3, 2020

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. For several years we’ve been participating in Customer Contact Week (CCW), the world’s largest customer contact event series. The Power of Coaching.

Contact Center 59

Contact Center Coaching Scripts Management 59

Integrity Solutions

MARCH 20, 2020

Last year, a healthcare client requested that we translate our flagship Integrity Selling program – traditionally an in person event – to a virtual program spaced out over multiple days. In healthcare, as in many industries, they simply couldn’t afford to have their sales team spend multiple days out of the field. So, we went virtual.

Healthcare 94

Healthcare Coaching Sales Best practices 94

Callminer

AUGUST 1, 2017

Alex Tebbs is the Co-Founder and Sales Director at VIA , the UK’s largest Hosted Skype for Business solution. Rachel Ivers worked as an Inside Sales Representative for 8z Real Estate for one and a half years. Katherine Dougherty, MaidPro National Sales Center Director, describes herself as being MaidPro born and raised.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Fonolo

MARCH 28, 2023

The specifics of the role will vary from one contact center to another, but generally, a customer experience manager is responsible for overseeing the entire customer journey, from initial contact to post-sale support. Providing training and coaching: Training and coaching call center agents is an important part of the job.

Customer Experience 81

Customer Experience Management Contact Center Call Center 81

Integrity Solutions

NOVEMBER 19, 2018

As a millennial myself, I take on my sales role with great ambition and achievement drive, ready to contribute, but there are also things that I know what I want from my company. It shouldn’t be a surprise that purpose is at or near the top of the list for many sales reps in my age group. Management Attitudes. And the cycle continues.

Coaching 75

Coaching Sales Feedback Management 75

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. Most people think of training as a one-time event or program, but that’s just the tip of the iceberg. What is Call Center Training?

Call Center 141

Call Center Contact Center Coaching Gamification 141

CX Global Media

JULY 17, 2018

Make no mistake, Call Center Coach is not only the name of our business — it’s an industry need. According to an Executive Priorities report from Strategic Contact , coaching is the number one priority in contact centers. In many circles, the thought of coaching is about supervisors coaching agents. Click to Tweet ).

Contact Center 136

Contact Center Coaching Construction Call Center 136

Integrity Solutions

APRIL 16, 2021

Disruptors, emerging trends and unexpected events — like a pandemic, for example — can throw a wrench in your carefully thought-out strategy. Most businesses like to say they’re customer-centric, but in many cases, it only applies to a specific function or department, like sales or customer service.

Customer centricity 118

Customer centricity Coaching Employee engagement Sales 118

Quality Contact Solutions

MARCH 29, 2021

In this scenario, the phone rings, you answer, it’s your kid’s soccer coach. He shares the game schedule and asks if you’d be willing to make some of your world-famous cinnamon rolls for the bake sale on Tuesday to raise funds for the team. You say no problem, that you’d be happy to help, and thanked him for calling.

Telemarketing 98

Telemarketing Call Center Coaching Sales 98

Callminer

APRIL 21, 2020

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. William Taylor. velvetjobs. Your team has to know you as a person, not just a supervisor.

Call Center 182

Call Center Management Scripts Coaching 182

NobelBiz

JULY 19, 2022

However, when it comes to customer service or sales departments that are using advanced contact center software to receive or make calls all day, you can’t afford to make mistakes or you’ll lose a prospect or a client. As a general rule, learning on the job in real-world situations is always far more successful.

Contact Center 52

Contact Center Contact center software Coaching Telecommunications 52

Global Response

MAY 1, 2023

Typically, this is done for distinct time ranges—for example, you might use historical data from sale periods, holidays, and general summer months to forecast the call data for this upcoming June. Save money and increase sales with a brand-obsessed, people-first team that delivers a high-touch, superior customer experience, every time.

Call Center 62

Call Center Management outsourcing Coaching 62

Balto

JUNE 28, 2022

This presents pain points for managers and agents alike as companies have to pay for enforcement tools, perform ongoing training, and coach agents on a tool that may not lend itself to optimal results in terms of agent satisfaction and retention. Registration is available here. About the Conversation Excellence Lab. About Balto.

Scripts 52

Scripts Contact Center Coaching Surveys 52

JustCall

NOVEMBER 25, 2022

Real-time or post-event information about clients’ emotional states also should be provided. aids sales teams in enhancing performance and lowering acquisition expenses. The application provides sales representatives with in-conversation indications in real time to aid in improving customer engagement.

Analytics 52

Analytics Cloud contact Coaching Telecommunications 52

ChurnZero

NOVEMBER 29, 2022

At the time, I was a sales engineer, and my job was to close deals and move on to the next prospect. This made it difficult to find referenceable customers to speak at events or provide case studies. After getting slapped on the wrist a few times for my after-sales support, I knew things had to change. To them, there was no gap.

Scripts 98

Scripts Sales Customer centricity Coaching 98

Balto

JUNE 30, 2022

But was the world truly opening back up and willing to participate in in-person events post COVID? From sales to customer support, organizations across verticals are investing in the agent experience now more than ever. Partner Events. Were people and companies willing to travel with higher ticket fares? CCW Excellence Awards.

Contact Center 52

Contact Center Customer centricity Coaching Sales 52

Mindtouch

FEBRUARY 6, 2018

The first event of San Diego PulseLocal 2018 is now behind us. Jeff Gould , Director of Premium and Membership Sales for the San Diego Padres, gave an engaging talk about the membership journey at the Padres organization. Highlights included: How customer experience drives the Padres sales philosophy and support philosophy.

Coaching 63

Coaching Sales Customer Experience 63

Vistio

MARCH 11, 2024

Whether your agents are in sales, customer service, or any other client-facing role, the success of your business often hinges on the effectiveness of your agent’s training. Implement Continuous Learning and Development Opportunities Effective agent training is an ongoing process, not a one-time event.

First call resolution 52

First call resolution Contact Center Best practices Coaching 52

Global Response

MAY 15, 2023

Providing Ongoing Training and Coaching Speaking of actionable feedback, providing ongoing training and coaching for agents is a key element of call center quality control. Timely: Provide real-time feedback and coaching. The closer to the interactions the coaching and feedback happens, the more effective it will be.

Call Center 62

Call Center Scripts Coaching outsourcing 62

Tethr

OCTOBER 4, 2018

The scope of speech analytics has traditionally been centered around what happens during the call itself: tracking agent behaviors and enabling coaching at a conversational level. The BPO’s call center team had been coaching agents on improving the rate of appointment show before implementing Tethr’s platform.

Coaching 48

Coaching Business Process Outsourcing Analytics outsourcing 48