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 Scripts Construction 52

Fonolo

APRIL 15, 2020

It takes constant support and coaching to make sure that your customer service reps are staying on top of their duties while providing the best possible experience for the customers. If you’re just starting out or are building a new team, here are a few things to keep in mind when you’re training, supporting and coaching agents.

Coaching 91

Coaching Customer Service Scripts Morale 91

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

CCNG

APRIL 19, 2023

They are a careless and lackluster team with a sarcastic coach who grows frustrated with the responsibility to produce a respectable team. It should not be, and will not be, a quick fix to move challenging employees to another team because that supervisor may have solid coaching or interpersonal skills.

Contact Center 195

Contact Center CCNG Coaching Call Center 195

ShepHyken

JANUARY 15, 2024

Download 6 Self-Coaching Questions to Transform Your Life for free. By adopting a mindset emphasizing accountability, employees, managers, and decision-makers go beyond competence and into elite performance for their customers. ” About: Art Turock is an elite performer in both business and sports.

Accountability 196

Accountability Coaching Best practices Customer Service 196

CX Journey

JULY 7, 2015

One of the arguments against journey mapping I often hear is that it's an exercise in futility: You map. Coach and train employees on these areas: keep doing the things you're doing well, but make improvements where you're falling down. This is key to avoiding that "exercise in futility" mentality or outcome.

Journey mapping 68

Journey mapping Coaching Feedback Customer Experience 68

CCNG

MAY 11, 2021

A recent CCNG panel webinar, Why Performance-Based Training Requires Automation , featuring Mike Roberts, Technology Leader for Learning at Citibank, who adopted simulations to automate role play and coaching exercises in 2020 and Trey Fischer, an industry-leading consultant, discussed today’s impact of automation on performance-based training.

CCNG 195

CCNG Coaching Contact Center Employee engagement 195

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

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

Comm100

SEPTEMBER 27, 2018

Customer service agents should be adequately and continuously coached to learn the skills they need to provide quality customer service. Just like coaching in any other field, the coach needs to take the time to observe those being coached and to build them up where they need help. Set goals for each coaching session.

Coaching 64

Coaching Feedback Customer Service Customer retention 64

Myra Golden Media

JANUARY 1, 2019

Are you coaching and holding employees accountable? If you want to see change, you have to set expectations, have coaching conversations, and be willing to deal out consequences. 3) You have to prepare in advance for coaching conversations, so you’re focused and confident. Prepare for Coaching Conversations.

Coaching 195

Coaching Accountability Feedback Personalization 195

CSR Inc.

MARCH 5, 2017

In fitness, we need diet and exercise. With QA, coaching and accountability are the diet and exercise. Call Center Agent Coaching ‘The more coaching, the better’ is a mantra we drive home with clients. Coaching touch points are critical to making progress.

Coaching 48

Coaching Calibration Call Center Feedback 48

CX Global Media

JANUARY 8, 2019

Supervisor training with Call Center Coach’s virtual boot camps can take on a variety of developmental areas. In this Call Center Coach Boot Camp we’ll cover several aspect of fitness which include, mind, body and motivation. The entire Call Center Coach Boot Camp delivers a new challenge each day. Workout Plan.

Contact Center 166

Contact Center Coaching Call Center Employee engagement 166

Integrity Solutions

FEBRUARY 1, 2024

It takes coaching, emotional intelligence, and self-awareness. It comes loaded down with the baggage of negative experiences and stereotypes, which are often the result of training, coaching and performance standards that emphasize coercive tactics, memorizing scripts and profiting at the customer’s expense.

Sales 106

Sales Coaching Scripts B2B 106

The Northridge Group

SEPTEMBER 13, 2023

When Quality Monitoring processes identify specific behavioral issues in individual associates, the behaviors can usually be quickly corrected with monitoring, agent and call level reporting, insights, recommendations, training programs, and/or customized coaching. Well-designed role-playing exercises can help bridge that gap.

Government 67

Government Contact Center Coaching contact center associations 67

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. This exercise reminded me of the time when we started this blog back in 2012. Image by Daniel Reche from Pixabay. History lesson.

Accountability 182

Accountability Customer Service Coaching Contact Center 182

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

Toister Performance Solutions

JANUARY 5, 2023

Bosses often fail to adequately communicate, train, or coach. This exercise will help you visualize the type of service you'd like to provide to your customers. The team’s outlook changed when they completed the Expand Your Influence exercise. Here's a short video that explains how you can do the exercise.

Customer Service 90

Customer Service Coaching Wait times Personalization 90

Beyond Philosophy

NOVEMBER 15, 2018

Perhaps you are conspicuous about your environmentalism with your hybrid vehicle logo on the vehicle or the exercise program in which you participate. For example, have you ever seen a Chanel or Coach bag that has big logos all over it? It could be your car or your house or your watch. Maybe it’s not material goods.

Construction 370

Construction Coaching Customer Experience 370

Myra Golden Media

JULY 15, 2019

Need some guidance on how to develop and execute a quality program that is robust, fair, and that your employees buy-in to – and one that doesn’t make your supervisors need to sip wine just to get through a coaching discussion with employees? Design Coaching Strategy. Design Coaching Strategy. I have help for you.

Calibration 153

Calibration Coaching Morale Feedback 153

Customer Interactions

JULY 7, 2015

In his article “Coaching the Coach,” Jay Minnucci makes a valid point when he highlights the importance of coaching quality. Too often, coaching is just an exercise in production, a “check the box” activity where the goal is to show completion without any regard to effectiveness.

Coaching 28

Coaching 28

Global Response

MARCH 27, 2024

Incorporate role-playing exercises to help agents become comfortable with the revisions and simulate potential customer interactions. Use role-playing exercises to simulate various customer scenarios and practice script responses. Regularly monitor performance and coach agents on improvements. Continually improve your scripts.

Scripts 62

Scripts Call Center Customer Service Coaching 62

Integrity Solutions

AUGUST 24, 2022

What they don’t always recognize is that it’s something that can be developed through effective training and coaching. These and other alignment checks should be part of the ongoing performance strategies of the sales manager and coach. Senior leaders prioritize coaching and expect others to coach their teams.

Sales 88

Sales Coaching Calibration B2B 88

CX Accelerator

DECEMBER 31, 2018

Other Actions: Coach your leaders to use the leadership behaviors you'd like to see, taking care to model how you want them to coach their direct reports.Ask your leaders to emulate the service vision when working with employees. From Jeremy Hyde: How do your leaders calibrate on what they “coach” on and how/when they approach it?

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Call Design

MARCH 18, 2021

Virtual Team-Building Exercises. Team-building exercises and social opportunities are a crucial part of building a healthier company culture. By establishing sessions for team-building exercises you can improve engagement and productivity across the board. Company culture isn’t about whether your snack room is stocked.

Gamification 78

Gamification Coaching Consulting Consulting 78

Totango

OCTOBER 20, 2022

Coaching and training. Coaching and Training. Coaching and training require knowing your product inside and out, a customer-centric focus, teaching skills, and patience. As part of a team, customer success managers may be called upon to exercise management skills. Evaluate Customer Success Skills through Exercises.

Management 90

Management Upselling Coaching Best practices 90

Customer Service Life

MAY 6, 2019

During the rollout of this new style guide, we selected an issue type or contact driver that frequently aggravates customers, leading to dissatisfaction, and facilitated a journey mapping exercise to see the before, during, and after for that particular issue type. This added some awkwardness to the exercise. Key Insights.

Journey mapping 80

Journey mapping Contact Center Coaching Education 80

Beyond Philosophy

JANUARY 5, 2021

The pandemic has presented an opportunity to participate in a forced-perspective taking exercise for all of us. Furthermore, I believe in giving back with coaching for leaders that need an extra set of hands to manage the crises they face. So, for better or worse, we shall do that for 2020 as well. How did I get through it?

Consulting 222

Consulting Consulting Government Coaching 222

Expivia

MAY 28, 2021

Just because you were a great football or basketball player does not guarantee you’d be a great coach. Lesson plans, exercises, and printouts can help guide the training and structure the course. Having some snacks and drinks prepared, cracking jokes, and fun exercises go a long way. Big mistake. Complete Final Exams.

Call Center 98

Call Center Management Coaching Education 98

Beyond Philosophy

AUGUST 21, 2017

I recently re-read an article by life coach Melanie Allen that explains ambiguity in business well. Take steps to manage your stress, whether that means regular exercise, meditation or just taking time out for friends and hobbies. Many people are like me – they want to know things for certain and they like step-by-step guidance.

Consulting 353

Consulting Consulting Healthcare Coaching 353

Customer Service Life

DECEMBER 18, 2018

1:1 Coaching . My coaching program puts a spin on an individual’s wellness through the lens of customer service with the intention of personal growth. Ongoing self-care & work-care discovery exercises that help set intentions and hold the individual accountable. I’m giving away free 60-minute coaching sessions.

Contact Center 103

Contact Center Personalization Coaching Customer Service 103

Myra Golden Media

APRIL 5, 2023

Some of the key elements to include in your training might consist of: The importance of signposting in controlling phone calls Common challenges when using signposting Tips and techniques for effective signposting Examples of effective signposting phrases Role-playing exercises to practice signposting techniques Ongoing coaching and feedback to reinforce (..)

Best practices 156

Best practices Call Center call center software Healthcare 156

Vistio

MARCH 11, 2024

This can include regular coaching sessions, further training modules, and access to relevant resources such as knowledge articles and best practice guidelines. Implementing remote monitoring and coaching: Utilize technology tools, such as screen and voice recording software, to monitor agents’ performance.

First call resolution 52

First call resolution Contact Center Best practices Coaching 52

Fonolo

APRIL 27, 2020

Team building exercises and social opportunities are an integral part of forming a great company culture. Team building exercises and social opportunities are an integral part of forming a great company culture. Exercise with your remote team. One thing we all need to do a little more during quarantine is exercise.

Call Center 112

Call Center Morale Contact Center Gamification 112

CX Accelerator

APRIL 11, 2018

Or, you look at your to-do list at the end of the day, and realize that it's not just that you didn't spend your time coaching your team or any of your other big priorities; your list for tomorrow is also filled with distractions that won't do anything to help your team accomplish what matters most.

Customer Experience 182

Customer Experience Wireless Journey mapping Coaching 182

3CLogic

AUGUST 31, 2021

It’s not difficult to understand how exercising empathy would be valuable for contact center agents. Agents can exercise this type of empathy by: Paraphrasing what the customer said. Agents can exercise this type of empathy by: Providing the appropriate language the customer needs. Drive Connections — And Results.

Customer Service 59

Customer Service Interactive Voice Response Contact Center Telecommunications 59

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. Mentoring or coaching With the right guidance, there’s always an opportunity for one-on-one learning, which can be very effective. What is Call Center Training?

Call Center 141

Call Center Contact Center Coaching Gamification 141