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. Termination Letter Examples. Customer Support Employee Termination Example.

Call Center 182

Call Center Customer Service Best practices Coaching 182

Amplifai Coaching Category

MARCH 8, 2023

Examples of effective call center coaching feedback, tips and best practices for delivering feedback to agents, common coaching feedback mistakes (and how to avoid them!), and the benefits of delivering coaching feedback the RIGHT way.

Coaching 75

Coaching Feedback Call Center Best practices 75

Tethr

FEBRUARY 3, 2020

But in today’s bustling work environment, supervisors are struggling to find the time needed to effectively coach staff for continual performance improvement. Coaching is more important than ever before in today’s call center environment, as calls continue to increase in complexity. But are you really coaching?

Coaching 113

Coaching Management Calibration Feedback 113

JustCall

OCTOBER 15, 2023

Training and coaching are not just boxes to tick; they’re the heartbeat of employee growth and a company’s journey to success. In this blog, we’ll explore the challenges of agent training and coaching and how call recording makes a difference. year-over-year — the focus is clear. The disconnect is immediate.

Coaching 52

Coaching Metrics Feedback Upselling 52

Integrity Solutions

JUNE 14, 2021

Saying there’s no time for coaching or that someone has already reached their potential are just two of the prominent misconceptions around sales coaching. Whether in sports, in sales or in life, a great coach helps people reach their full potential. Sales Coaching Myths Debunked. Fact: Coaching benefits all performers.

Coaching 110

Coaching Sales Construction Management 110

Playvox

JULY 12, 2022

It takes work on their part and on yours, but CSRs can learn to write better if you coach them properly, and if they take your coaching seriously. How Should You Coach to Improve CSRs’ Writing Skills? For coaching to work, it has to be frequent, consistent, focused, and brief.

Coaching 78

Coaching Contact Center Feedback CRM 78

Playvox

JUNE 10, 2022

Coaching your contact center agents on their performance can either fill everyone with dread or be a productive activity that you and your agents look forward to. Either way, it needs to be done, and arming yourself with a full set of coaching tips for contact center agents will ensure the sessions are productive.

Coaching 69

Coaching Contact Center Average Handle Time Best practices 69

VirtualPBX

JANUARY 27, 2022

Today, I want to go over call reports examples and how they provide a vast wealth of information to help manage your internal teams. Using call reports examples to manage a team. Call Reports Examples: Value Nuggets 101. I have 3 C’s that I live by – Call Reporting, Call Recording, and Coaching.

Call Logging 98

Call Logging Coaching CRM Sales 98

Balto

FEBRUARY 20, 2023

Myth: Call coaching software is only helpful for onboarding new agents. Fact: 61% of tenured agents use call coaching software and those who do have higher job satisfaction and other success metrics across the board. How Does Call Coaching Software Help New Agents? How Does Call Coaching Software Help Tenured Agents?

Coaching 52

Coaching Average Handle Time Gamification Contact Center 52

JustCall

JULY 29, 2021

It involves a continuous practice of coaching sales teams. In fact, sales coaching plays a role in raising a high-performing team of sales reps. But statistics show that with sales coaching, sales teams are able to attain 91% attainment of sales quota. So, are you tapping into coaching for your sales reps?

Coaching 86

Coaching Sales Scripts Construction 86

Babelforce

NOVEMBER 3, 2021

Call center coaching is a quality management tool that offers agents feedback, examples, and performance assessments in order to improve their performance and wellbeing. It is important to differentiate between call center coaching and agents’ performance reviews. 4 Tips for successful call center coaching.

Coaching 52

Coaching Call Center Feedback Quality management 52

Integrity Solutions

JUNE 23, 2020

And everyone knows that in a fast-moving industry like, for example, SaaS , you have to dive in and figure it out. Beyond Management 101, Sales Coaching Builds Company Culture. And there’s one specific management responsibility that can unlock all three: coaching. Why Tech Sales Managers Need To Understand Coaching.

Coaching 87

Coaching Sales Management Employee engagement 87

Tethr

JULY 23, 2020

Innovations in AI and machine learning can help identify specific agent behaviors that need coaching. Powering agent coaching opportunities. A Fortune 1000 retailer is using AIS to power agent coaching opportunities. With this understanding, he can be more effectively coached to improve. Now, agents aren’t perfect.

Coaching 69

Coaching Surveys Scripts Upselling 69

JustCall

MARCH 9, 2023

Deploying the services of an artificial intelligence coach is a thing now. Organizations are using an AI call coach for sales reps looking to improve their job skills and enhance their training. In fact, middle-ranked agents are incrementally benefiting from an AI coach to improve their performance.

Coaching 52

Coaching Call Center Construction Best practices 52

ShepHyken

OCTOBER 17, 2023

And that kind of curiosity shows up in the questions they ask. Here’s another quote for you to ponder, and this one is from Dan Sullivan , founder of the Strategic Coach program. For example, open-ended questions allow you to gather more information. In other words, be curious.

Coaching 355

Coaching Customer Service Customer Experience 355

JustCall

MARCH 22, 2022

It involves continuous efforts to coach and better sales teams. Sales coaching plays a key role in raising a high-performing team of sales representatives. But statistics show that with excellent sales coaching, sales teams can attain 91% attainment of sales quota. So, are you tapping into coaching for your sales reps?

Coaching 52

Coaching Sales Construction Scripts 52

Tethr

JULY 22, 2020

Exceptional call center leaders use a coaching philosophy to manage their teams. When coaching a remote team, leaders must learn to help their agents maximize their performance by giving them the skills they need to become stronger learners. Better your coaching by sticking to best practices.

Coaching 80

Coaching Call Center At home agents Best practices 80

Etech

NOVEMBER 23, 2017

Coaching employees is important for continuity of an organization. Are you taking time to coach the middle-level managers to be great leaders, maybe even better than you are? Are you taking time to coach the middle-level managers to be great leaders, maybe even better than you are? Coaching focuses on helping, not controlling.

Coaching 84

Coaching Feedback Personalization Management 84

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

Education Services Group

OCTOBER 26, 2022

Here are some helpful coaching tips: Help CSMs remove tactical communications out of their recurring strategic meetings. Coach CSMs on forecasting scenarios that may negatively impact their customers and strategies to provide them with predictive and proactive information early to build trust.

Coaching 52

Coaching Scripts Education Metrics 52

Contact Center Pipeline

OCTOBER 6, 2021

Over the past decade of providing call center coaching and training, my observation has been that trainees will recall a story I’ve told or an example provided in a story format versus any […]. Can you recall a story that took you on an emotional roller coaster ride and ended with an essential motto or lesson?

Contact Center 257

Contact Center Coaching Call Center 257

Help Scout

AUGUST 31, 2021

Honesty is just one crucial aspect of the perfect customer support representative job description — use the template and examples below to get every aspect right. For example: Help Scout is a remote first company, with 110 employees working from 80+ cities all over the world. For example: Benefits that you can offer.

Customer Support 94

Customer Support Coaching Marketing Customer Service 94

CCNG

APRIL 26, 2023

For example, team meetings are every Tuesday. Lisa Hammett is a new CCNG contributor, a Wellness Coach helping thousands of members achieve their health and wellness objectives. I completed an intensive coaching program with High Performing Coach and am completing my Positive Intelligence certification.

CCNG 195

CCNG Coaching Education Best practices 195

CSM Magazine

FEBRUARY 1, 2022

Calabrio, the customer experience intelligence company, today announced its new coaching solution for agent performance management, Calabrio Performance Coaching. Identifying individual or team skill gaps allows leaders to better offer coaching and support to agents that need it.

Coaching 52

Coaching Gamification Customer Service Quality management 52

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

ShepHyken

SEPTEMBER 19, 2023

In close games, when my team is up by one or two goals, I remember my school days when our coaches encouraged us to continue playing to score, even when we were winning, versus switching to more defensive play to prevent the other team from scoring. That’s a perfect example of playing to win. But that doesn’t always work.

Customer Service 343

Customer Service Coaching Customer Experience Management 343

Calltools

MAY 27, 2020

Call scoring is like an NFL game, where your sales agents are players and you’re the coach. Like linebackers or wide receivers, each agent has a unique role to play in winning the game; you are the coach that helps your team grow and function well together. Like football, call scoring is a group effort.

Coaching 52

Coaching Government Scripts Metrics 52

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

Integrity Solutions

APRIL 8, 2024

Exacerbating this issue is the fact that sales training and coaching doesn’t always help salespeople with these internal motivation issues. But that doesn’t mean you can’t develop and coach around these inner factors. Product knowledge and sales tactics are important, but they’re simply not enough.

Sales 77

Sales Coaching Personalization Surveys 77

Beyond Philosophy

AUGUST 24, 2023

For example, I waited from 5:15 am until noon in a crowd of 100 people deep for the King’s coach to go by during King Charles III’s coronation. For example, the Peter Pan ride’s line sends you through a series of rooms, each with around ten minutes of waiting. In other words, it could be worth the wait.

Banking 195

Banking Coaching Wait times Chatbots 195

Robert Davis

JULY 24, 2018

Coaching is a critical part of growth in all aspects of life. For example, as an avid triathlete, I have employed various coaches over the last 10 years to improve my swimming, biking, running and overall performance. In my situation as a triathlete and in your contact center, all coaching is not created equally.

Coaching 48

Coaching Contact Center Feedback Consulting 48

NICE inContact

SEPTEMBER 15, 2016

When executed correctly, regular coaching sessions can inspire agents to elevate their performance to new heights. That’s why it’s so important to be as considerate and thoughtful as possible with call center coaching. As we mentioned earlier, providing data to help illustrate a point can have a big impact on agent coaching.

Coaching 87

Coaching Call Center Construction Contact Center 87

SharpenCX

MAY 26, 2021

Today, we’re using Kelly’s customer service knowledge and colloquial nature to draft example scripts for your contact center’s internal knowledge base. Get inspiration from Kelly Kapoor on how to start conversations, then stock example scripts in your knowledge base so your agents always have a starting point.

Scripts 67

Scripts Customer Service Contact Center Finance 67

ShepHyken

JULY 15, 2022

This week we feature an article by Michael Becker, founder of Abundance Accelerators , a growth agency for coaches. I’m in the coaching space so let me dive into what a 10x customer onboarding process may feel like. This type of client engagement is one example of the almost obsessive customer centricity I’m talking about.

Coaching 326

Coaching Customer centricity Accountability Feedback 326

Skybridge

APRIL 13, 2020

In today’s post, I’d like to highlight how your coaching process will need to change. Successful managers of remote teams recognize the importance of continuously reaching out, checking in, coaching, and praising people. For example, company or program news every Monday, all-hands every Friday, 5-10 minutes pre-shift call.

Coaching 52

Coaching Customer Care At home agents Call Center 52

SharpenCX

JANUARY 15, 2020

What about the examples of good customer service and the success stories of leaders and employees who ban together to deliver outstanding experiences? Download Now: Get 7 actionable tips to improve coaching and training for better CSAT. It’s how you set the best examples of good customer service.

Airlines 90

Airlines Customer Experience Customer Service Coaching 90