Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. Here we’ve identified the 13 most essential qualities to consider when hiring a CS manager. What Is a Customer Success Manager (CSM)? What Is a Customer Success Manager (CSM)?

Management 92

Management Upselling Coaching Best practices 92

Etech

NOVEMBER 23, 2017

Coaching employees is important for continuity of an organization. Your leadership team needs to pass on the wisdom and knowledge they have gathered over the years to the upcoming managers. Are you taking time to coach the middle-level managers to be great leaders, maybe even better than you are? Start with Relationships.

Coaching 84

Coaching Feedback Personalization Management 84

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. The first step to coaching is to define your team’s goal.

Coaching 67

Coaching Call Center Customer Experience Feedback 67

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

JustCall

JULY 28, 2021

Your sales management efforts are directly proportional to your sales team's productivity. So, if you want to oil your revenue generation machinery, sales management is where you should start. Well, this is exactly why you need a sales management strategy for your business. What is Sales Management? These are: 1.

Best practices 52

Best practices Sales Management Coaching 52

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

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

Myra Golden Media

APRIL 5, 2023

When managing phone calls, signposting can make all the difference between a smooth and efficient conversation and a frustrating and confusing one. Signposting is about proactively managing the conversation rather than simply reacting to what the caller says. Another important tip is to be proactive in managing the conversation.

Best practices 156

Best practices Call Center call center software Healthcare 156

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

Global Response

MARCH 27, 2024

This controlled environment allows you to gather initial feedback and observe the script’s effectiveness. Solicit agent feedback. After agents have used the script, gather their feedback on its usability and effectiveness. Collect customer feedback. Regularly monitor performance and coach agents on improvements.

Scripts 62

Scripts Call Center Customer Service Coaching 62

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

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 43

Coaching Feedback Morale Accountability 43

Integrity Solutions

JUNE 29, 2018

Sales Effectiveness Often Starts by Understanding Why Your Sales Managers Still Aren’t Coaching Their Teams. Ask a roomful of people to raise their hands if they know that regular exercise delivers health benefits, and without fail, every hand will go up. But this isn’t an article about exercise.

Sales 43

Sales Management Coaching Morale 43

Fonolo

JANUARY 31, 2023

Instead, it’s helpful to think of it as regular part of your workforce management. 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. Still have questions about call center training?

Call Center 141

Call Center Contact Center Coaching Gamification 141

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. Are our sales managers building the bridge?

Sales 88

Sales Coaching Calibration B2B 88

The Northridge Group

NOVEMBER 9, 2022

All too often QM is seen as a “check the box” exercise, with some companies or managers just looking to complete a task so they can receive their score. Companies with a poor feedback management system or which stress performance metrics are seeing a trend toward service decline in associates with a long tenure.

Contact Center 104

Contact Center contact center associations Brand ambassadors Coaching 104

NobelBiz

OCTOBER 31, 2023

Enhance your customer strategy with insights from Brad Cleveland, a global authority on customer strategy and management, in this captivating podcast episode: Beyond Transactional: Taking Customer Service to the Next Level. Role-playing exercises, real-life case studies, and feedback sessions can be invaluable in this regard.

Customer Support 104

Customer Support Contact center software Call Center Analytics 104

Nicereply

APRIL 18, 2022

Desiree: In my view, if people feel like they are continuing to grow and explore possibilities with their manager, it quiets the portion of their brain that is always asking: “What’s next? ” And by satisfying that voice through coaching and support from their manager, it allows people to focus on doing their best work.

Coaching 98

Coaching Personalization Feedback Management 98

Expivia

FEBRUARY 26, 2024

Robust Knowledge Management System (KMS) : A comprehensive KMS is vital for training AI and agents alike. At Expivia, we believe companies should empoy a strategic, step-by-step approach to technology adoption that prioritizes mature, AI-infused tools while exercising caution with newer, less proven solutions.

Contact Center 52

Contact Center Technology Chatbots Call Logging 52

Customer Guru

MARCH 27, 2018

Don’t measure CEx just as a benchmarking exercise that yields a handful of action points to present in the board meeting. Coach those who are unable to move the score up or, even worse, caused the score to dip. All they need to do is: Measure, Monitor, and Manage. Would be great to hear your comments and feedback.

Customer Experience 114

Customer Experience Benchmark Customer centricity Coaching 114

CSM Magazine

DECEMBER 29, 2022

Today, company managers are looking for various strategies and tactics to get their employees working together as a group to achieve mutual business goals successfully. This keeps everyone up to date, especially company managers, and ensures the productivity of the whole team. Collaborative learning strategies for companies.

Education 52

Education Coaching Employee engagement Enterprise 52

JustCall

APRIL 4, 2023

.’ It can include a wide range of topics such as product knowledge, sales techniques, effective communication, objection handling, customer service, and time management. They must also monitor their performance and provide feedback on a regular basis. 10 Inbound Call Center Sales Techniques Worth Trying A.

Call Center 52

Call Center Sales Inbound sales Upselling 52

Taylor Reach Group

MARCH 20, 2020

Mental health has long been stigmatized and many managers are uncomfortable dealing with this topic. Offer free or subsidized clinical screenings for depression from a qualified mental health professional, followed by directed feedback and clinical referral when appropriate.

Contact Center 105

Contact Center Consulting Consulting Coaching 105

JustCall

SEPTEMBER 5, 2023

After all,evaluations not only identify coaching needs but also help them set clear expectations and strategically assign projects. Review agent performance against goals Conduct frequent assessments, sp agents can receive timely feedback on their performance, and make necessary adjustments and improve their strategies.

Real estate 52

Real estate Construction Feedback Morale 52

SharpenCX

MAY 12, 2020

Download Now: Help your agents get the hang of working in a call center with these 29 coaching techniques and facts. . It can be easy for managers to unintentionally push the “fake it till you make it” mentality. Read Now : Boost employee engagement by creating a culture of coaching for your agents. Get the Guide.

Contact Center 128

Contact Center Customer Service Employee engagement Coaching 128

Playvox

DECEMBER 21, 2022

Working with virtual teams of agents in your contact center can sometimes mean you feel disconnected from them — or even worried that you aren’t able to properly manage their performance. For their part, the managers in our study believe they’ve done a good job supporting their remote customer service teams.

Contact center software 52

Contact center software Contact Center Coaching Quality management 52

Toister Performance Solutions

JULY 8, 2021

hours to watch the videos and complete the exercises as a group. The manager wondered if this was too much, or too little time. I suggested the manager follow this plan: Have employees watch the video on their own. The team had gathered to take my Customer Service Foundations course on LinkedIn Learning.

Customer Service 71

Customer Service Coaching Management Accountability 71

SharpenCX

FEBRUARY 24, 2021

Improve performance management and identify important customer trends with data to fuel proactive customer service. To kick off a cycle of proactive customer service, set clear goals and performance standards with your team. , learning from their feedback and applying it to future interactions is as proactive as you can get.

Call Center 67

Call Center Customer Service Coaching Metrics 67

Playvox

JANUARY 5, 2022

While working from anywhere has its advantages, it also means leaders have the extra challenge of managing contact center agents in multiple locations. But when your agents are scattered across locations, managers have to be diligent about communicating regularly. But exercise moderation when it comes to on-camera meetings.

Contact Center 72

Contact Center contact center workforce Gamification Coaching 72

ChurnZero

FEBRUARY 8, 2024

Now a successful stress management and productivity coach who works with go-to-market SaaS teams, Ryan was once a customer success leader, until burnout prompted him to become an expert on stress within the tech industry. Yet, our brain might associate it with the same thing, and we feel fear, which is uncomfortable.

Morale 52

Morale SaaS Coaching Management 52

Taylor Reach Group

OCTOBER 31, 2021

First, why is it that corporate America, now that it has embraced the concept of remote contact center agents and hybrid work environments [1] , is so slow in adjusting its management processes to support these new deployment models? Attention to redesigning these processes goes hand in hand with revising how we manage and coach our staff.

Contact Center 65

Contact Center Coaching Consulting Consulting 65

NICE inContact

JUNE 20, 2019

Traditionally quality management in the contact center has been focused on evaluating agent-assisted interactions — mainly phone. Incorporating evaluations on online assistants/chatbots and IVR into your quality management program could be the best and easiest place to start bridging this gap. 4) Create a feedback mechanism.

Interactive Voice Response 70

Interactive Voice Response Chatbots Contact Center Quality management 70

Toister Performance Solutions

FEBRUARY 20, 2020

Monitor all channels There's a good chance you monitor your agents' phone calls and routinely give them feedback. As a young contact center manager, I learned the hard way that written communication must be monitored. Contact center leaders should monitor all channels, coach agents on their performance, and identify trends.

Social media contact 111

Social media contact Contact Center Scripts Accountability 111

Russel Lolacher

APRIL 5, 2021

Understand that your audience is interested in your subject matter and really want to talk to you about it, whether it’s their opinion, their feedback, their research, etc. If you don’t have an answer to their critique, tell them their feedback is being shared with the relevant business area and then share it.

Customer Care 98

Customer Care Government Transportation Employee engagement 98

SharpenCX

MARCH 2, 2021

A helpful exercise is to put together a series of customer personas. Can I coach directly in my call center platform? Upskill your agents to manage your new technology. If you don’t have knowledgeable people managing your slick new system, there’s no point in having it. Give them 1:1 coaching time.

Customer Experience 67

Customer Experience Coaching Call Center Contact Center 67

Skybridge

JUNE 10, 2020

When I’m asked to share tips on keeping at-home agents engaged, I can’t avoid the obvious first answer: either invest in the technology, the management team, and the process redesign – or choose a BPO that has made that investment. Keep Building Skills with Training, Practice, and Coaching. Host other gatherings for smaller groups.

Agent burnout 52

Agent burnout Call Center At home agents Coaching 52

Integrity Solutions

MAY 24, 2023

All the product knowledge, core selling skills, time and CRM management capabilities are far less impactful to the ultimate success of a salesperson than their core attitudes, beliefs, values and motivations. What role will managers play? The most important variable in the success of any salesperson is themselves.

Sales 52

Sales Coaching Accountability Personalization 52