Myra Golden Media

APRIL 5, 2023

The Role of Technology in Signposting Technology can play a valuable role in supporting effective signposting in phone conversations. Other technologies, such as chatbots or virtual assistants, can also use signposting techniques to guide customers through self-service processes or support common issues.

Best practices 156

Best practices Call Center call center software Healthcare 156

Integrity Solutions

AUGUST 24, 2022

The introduction of new technology and tools, combined with a shift away from face-to-face and drop-in visits to tightly planned Zoom meetings, has permanently changed the selling landscape. What they don’t always recognize is that it’s something that can be developed through effective training and coaching.

Sales 88

Sales Coaching Calibration B2B 88

Totango

OCTOBER 20, 2022

As the above description indicates, the skills for customer success manager effectiveness are primarily soft skills used in sales and support, but also specific hard skills such as the ability to use relevant technology. Coaching and training. Coaching and Training. Evaluate Customer Success Skills through Exercises.

Management 90

Management Upselling Coaching Best practices 90

CX Accelerator

DECEMBER 31, 2018

We have the very best and newest technology, hire the perfect “on-paper” resumes, and have the budget of King Tut, but without a healthy, positive working culture…these things are essentially meaningless. From Jeremy Hyde: How do your leaders calibrate on what they “coach” on and how/when they approach it? "Hey, get back to work!

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

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

3CLogic

AUGUST 31, 2021

While truly achieving empathy in customer service interactions might seem difficult when so many calls are coming in each day, the right contact center technology makes this entirely possible. It’s not difficult to understand how exercising empathy would be valuable for contact center agents. Drive Connections — And Results.

Customer Service 59

Customer Service Interactive Voice Response Contact Center Telecommunications 59

CSM Magazine

DECEMBER 29, 2022

For example, if your company is considering launching a new technology for which some of your employees are supporting the move while others disapprove of it, the first group can help the latter embrace the new technology simply by talking about its benefits. Collaborative learning strategies for companies.

Education 52

Education Coaching Employee engagement Enterprise 52

CSM Magazine

JULY 20, 2021

As we all know, technology has progressed throughout time. Technology advancements in sports have dramatically increased the quality of our favorite contests. Athletes and teams are greater than ever before, and the bar is being upped as technology improves. Improved Performance Monitoring. Connectivity Improvement.

Coaching 52

Coaching Technology Analytics Management 52

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. The technology and processes can also help identify consistent patterns across associates and where the implementation of a business-level solution might drive a marked improvement.

Contact Center 104

Contact Center contact center associations Brand ambassadors Coaching 104

Cincom

AUGUST 12, 2020

“Listen Twice and Speak Once” My father (now retired) was a brilliant business person and often my coach and mentor. It was a simple exercise to listen and extract keywords and phrases over those few days. Fortunately for me, it appears as though no one else thought to put together a “Wordle” word cloud. Don’t laugh.).

Construction 97

Construction Coaching Engineering Personalization 97

DMG Consulting

AUGUST 10, 2023

Real-time guidance and NBA tools give agents the insights they need to elevate each customer interaction from an information-gathering and delivery exercise to a problem-solving and relationship-building session. These capabilities can help agents enhance and grow relationships with customers by suggesting upsells or new products.

Upselling 48

Upselling Scripts Average Handle Time Coaching 48

NobelBiz

OCTOBER 31, 2023

By leveraging advanced technologies, the Voice Carrier provides a reliable, high-quality voice communication channel, ensuring customers can always reach out and be heard. If you want to level up your call center game, don’t miss this episode with Michael Tamer, the Contact Center Coach.

Customer Support 104

Customer Support Contact center software Call Center Analytics 104

Nicereply

APRIL 18, 2022

Support is often seen as an entry level role to technology. ” And by satisfying that voice through coaching and support from their manager, it allows people to focus on doing their best work. I coach a lot of people on their career. She is excited to help bring people into tech and views support as the door to do it.

Coaching 98

Coaching Personalization Feedback Management 98

Playvox

DECEMBER 21, 2022

While these are great virtual meeting tools for communicating in and engaging as a group, you might need other technology in place for one-on-one coaching for individual agents. Turn To Technology To Support Remote Work. Keep yourself available for regular check-ins with your agents by automating what you can.

Contact center software 52

Contact center software Contact Center Coaching Quality management 52

Creative Virtual

JANUARY 4, 2022

The most common personal resolutions are focused on being healthier – exercising more, eating better, improving fitness, losing weight, stopping smoking. I started my project with an inexperienced start-up that isn’t able to provide the technology updates and support I need from my conversational AI vendor.

Virtual Agent 52

Virtual Agent Chatbots Coaching Consulting 52

Global Response

JANUARY 31, 2024

LET’S CONNECT Technology and compliance in U.S. call centers Technological advancements have significantly helped call centers comply with regulatory requirements. Advanced encryption technologies ensure customer data is securely transmitted and stored. Incorporate real-life scenarios and role-playing exercises into training.

Call Center 62

Call Center Telemarketing Government Healthcare 62

CX Journey

MARCH 21, 2018

By that I mean that they have no allocated financial resources for improvements to be made as a result of the learnings from surveys and other listening posts, journey mapping, and other customer experience strategy exercises that become the catalyst for onstage customer experience or behind-the-scenes process improvements.

Journey mapping 108

Journey mapping Consulting Consulting Surveys 108

JustCall

OCTOBER 6, 2023

Implement Technology Solutions Technology will play a critical role in making customer service consistent. Interestingly, there are many ways to incorporate technology within customer service processes. Such technological interventions can minimize load for seven out of ten agents !

Customer Service 52

Customer Service Benchmark Contact center software Customer Support 52

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? Create an RFP for new technology. If you find gaps in your current systems, the next step is to develop an RFP for technology that supports your business needs. Do they support omnichannel interactions?

Customer Experience 67

Customer Experience Coaching Call Center Contact Center 67

CSM Magazine

APRIL 23, 2021

Cierra Dobson, strategy director at design and technology agency, Rufus Leonard , explores how brands of all shapes and sizes can adopt the successful strategies of category-defining service brands to grow their market share and take the lead. Peloton was never just a stationary exercise bike.

Entertainment 52

Entertainment APIs Banking Customer centricity 52

Toister Performance Solutions

FEBRUARY 20, 2020

Identify your customers Caller ID isn't new technology, yet my pizza place is one of the few companies I regularly do business with that uses it effectively. Contact center leaders should monitor all channels, coach agents on their performance, and identify trends. This exercise might yield some surprises!

Social media contact 111

Social media contact Contact Center Scripts Accountability 111

Etech GS

APRIL 1, 2019

To help your employees buy into the idea of quality monitoring, make the exercise collaborative and inclusive. Take the agent into an individual coaching session to discuss the interaction whether it be a chat, call, or social media contact. The ideal coaching session takes no more than 15 minutes. Hire third party to monitor.

Calibration 56

Calibration Coaching Social media contact Contact Center 56

NICE inContact

JUNE 20, 2019

While you won’t have any agents to coach after these evaluations, you still will have improvements to make. However, too often contact centers look at this is as a “one and done” sort of exercise — so let’s include it twice! As technology changes, so must our scope and definition of quality management programs.

Interactive Voice Response 70

Interactive Voice Response Chatbots Contact Center Quality management 70

Skybridge

JUNE 10, 2020

Skybridge Americas is one of very few customer care call centers that had invested early and robustly in the technology, infrastructure, and talent necessary to run large, geographically dispersed at-home agent teams. Remind your team that taking their breaks, getting their exercise, and staying connected with others are important.

Agent burnout 52

Agent burnout Call Center At home agents Coaching 52

JustCall

SEPTEMBER 5, 2023

After all,evaluations not only identify coaching needs but also help them set clear expectations and strategically assign projects. Incorporate a self-assessment exercise 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

Taylor Reach Group

AUGUST 26, 2020

The cause for lack of consistent results could be traced back to quality and can be improved by additional training, coaching and motivating agents (in order to promote higher consistency). A common error and observation in these exercise is to only focus on live contacts. IVR is part of the customer experience and the overall FCR.

Analytics 121

Analytics Interactive Voice Response Contact Center CRM 121

Taylor Reach Group

OCTOBER 31, 2021

We shouldn’t lose sight of the fact that traditionally in the pre-pandemic world there was great resistance to remote contact centers, driven in part by technology concerns and by a management concern that “if we can’t watch them, how do we know that they are working and not watching Netflix”?

Contact Center 65

Contact Center Coaching Consulting Consulting 65

Beyond Philosophy

DECEMBER 19, 2020

We feel pressure about our jobs, job performance, and relying on technology in new ways (and managing it) to get work done. Dr. Mohan coaches leaders and mentors about their health, as well as the health of their teams. However, this exercise could serve two purposes, per Dr. Mohan. We also have anxiety from our personal lives.

Consulting 249

Consulting Consulting Management Coaching 249

Integrity Solutions

MAY 24, 2023

When participants leave sales training, there must be a structured follow-up process that ensures: Accountability for real-world application Repetition Feedback on progress Positive reinforcement and supportive coaching For sales training and skills to turn into a way of doing business, they have to be hard-wired into the culture.

Sales 52

Sales Coaching Accountability Personalization 52

Etech

FEBRUARY 19, 2018

Today’s call centers have evolved with emerging technologies, and changed tactics based on consumer needs, but at the root of call center developments still stands the ever important need for high-quality customer service. Call center employees are a direct link between a company and its customers.

Call Center 76

Call Center Customer Experience Call flow Coaching 76

JustCall

MARCH 13, 2020

Are you using any complex technologies or systems? In the first week of the sales training program, the sales representatives undergo exercises aimed at building essential skills. Customer analysis is an integral exercise that sales reps need to undergo. Organize Coaching Sessions by Industry Experts. Tech Setup.

Sales 72

Sales Scripts Coaching CRM 72

Tethr

SEPTEMBER 17, 2021

It’s expensive, it’s labor-intensive, and letting a machine do it instead allows you to redeploy your QA staff to do other things like coaching, process improvements, and internal projects. So, what’s the problem? But it’s just not the direction we encourage people who are interested in reducing customer effort to go.

Analytics 77

Analytics Customer effort Coaching Education 77

CSM Magazine

APRIL 24, 2023

A life coach is a person who, based on a person’s current life situation and values, helps create direction and guide them on their way of meeting positive goals in their personal and professional life. In fact, there are around 23,823 life coaches in the US alone. In fact, there are around 23,823 life coaches in the US alone.

Coaching 52

Coaching Personalization Management Technology 52

CX Journey

NOVEMBER 12, 2015

Here are the highlights I still recall: First off, the always knowledgeable Prof Moira Clark from Henley Centre for Customer Management talked about generations and technology. Highlighting insights about the different mindsets, service expectations, and use of technology, she reviewed generational segments since 1925.

Gamification 63

Gamification Airlines Construction Coaching 63

Avaya

AUGUST 12, 2019

Chris McGugan, Avaya SVP of Solutions & Technology, discusses here how to enhance automated interactions based on personality, emotion and sentiment. To alleviate stress, AI can be used to seamlessly gather pertinent knowledge articles, and then coach the agent on how to handle a situation.

Contact Center 50

Contact Center Chatbots Self service CRM 50

Nicereply

MARCH 17, 2020

This is far more than just a thought exercise. Different members of your team will require different levels of direction and coaching, but no one wants you to breathe down their neck all the time. How can you promote more happiness and well-being among your support agents? Don’t micromanage.

Coaching 88

Coaching Customer Support Feedback Management 88

Noble Systems

JANUARY 21, 2019

In addition, there are two segments that span the entire hierarchy – manage, forecast and analyze; and develop, coach, onboard and motivate. By adding Gamification to your sales technology stack , you can accelerate effectiveness at each stage to help your agents achieve top revenue performance and sustain it over time.

Gamification 61

Gamification Sales CRM Contact Center 61