JustCall

MAY 6, 2022

Even your best hiree needs constant training and feedback to get better. This is why data-driven sales coaching is so important. . As a sales manager or leader, a big part of your responsibility is to coach your reps and assist them in their growth. Now, of course, real-time sales coaching is far from easy.

Coaching 52

Coaching Sales Morale Feedback 52

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

JustCall

MARCH 13, 2023

A sales coaching plan is every sales manager’s best friend. What is a Sales Coaching Plan? Let’s understand how to create a high-performing and personalized sales training plan. Let’s understand how to create a high-performing and personalized sales training plan. Hit-and-miss sales goals.

Coaching 40

Coaching Sales Metrics Best practices 40

Tethr

MAY 19, 2020

Building a coaching culture is a continuous and active process. Coaches must lead by example, provide timely feedback specific in language and tailored to the individual, while working to improve the agent’s ability to drive positive CX outcomes. Coaching is a lot more complicated than simply managing agent performance.

Coaching 96

Coaching Feedback Best practices Accountability 96

delighted

DECEMBER 8, 2021

SupporTrends applies natural language processing to all customer conversations – whether they’re in a help desk, 3rd-party review site, Zoom meeting, or you guessed it, Delighted survey feedback. Blueshift helps companies deliver personalized omnichannel messaging to their audience and improve customer engagement at scale.

Feedback 77

Feedback Coaching Surveys Marketing 77

ChurnZero

DECEMBER 9, 2021

No matter how rich your customer feedback is, it’s worthless if not applied. Bryan Neale from Blind Zebra Consulting joined us for a webinar to teach Customer Success leaders how to coach their teams to handle NPS conversations following a four-step call framework. What I mean by that is, I always want product feedback.

Coaching 52

Coaching Surveys Feedback Consulting 52

Call Center Weekly

MARCH 1, 2018

One thing I have found to be true across most companies is this shocker: contact center team meetings suck! At the beginning of my contact center career I lived through some awful team meetings. I just couldn’t take it anymore and I started the journey to improve my team meetings. Your team meetings don’t have to suck!

Contact Center 136

Contact Center contact center associations Coaching Feedback 136

Voxjar

APRIL 9, 2020

This guide will show you how to make the transition to remote call coaching and quality assurance. How to overcome the biggest challenges of remote call coaching and QA. What tools are the most effective for remote call quality assurance and coaching. 3: Delivering QA and Coaching Feedback from Home. You’ll learn.

Coaching 52

Coaching Call Center Analytics contact center workforce 52

Myra Golden Media

JANUARY 15, 2019

One of the things I’m working on for 2019 is giving you tools to help you coach your employees and hold them accountable so that they are positioned to deliver the best possible customer experience. Before going into a meeting with an employee, identify, and write down, what you want them to Know, Feel, and Do. Use what I call KFD.

Coaching 220

Coaching Accountability Feedback Personalization 220

COPC

MARCH 11, 2024

Then, take steps to attract and recruit the best-fit candidates who meet minimum hiring requirements. By guiding them through a personalized experience, you can better engage them and set them up for success. Are we getting feedback in this area to inform recruiting and training? What does the coaching process look like?

Call Center 98

Call Center Gamification Coaching Employee engagement 98

Satrix Solutions

AUGUST 31, 2020

I genuinely enjoy being asked, partially because we have so many great examples , but more because it reveals an important mindset of the prospective buyer: they understand why feedback from relevant groups should always be considered when making important decisions. Actioning Customer and Employee Feedback.

Feedback 78

Feedback Employee engagement Coaching Best practices 78

CSM Magazine

FEBRUARY 1, 2022

Integrated, data-driven module provides tools to better support, develop and engage agents, allowing them to better meet rising interaction volumes and complexity. Calabrio, the customer experience intelligence company, today announced its new coaching solution for agent performance management, Calabrio Performance Coaching.

Coaching 52

Coaching Gamification Customer Service Quality management 52

OrecX

JANUARY 29, 2019

Coaching agents at scale is no easy feat. Between administrative tasks, meetings, and your own workload, there is little time left in the day to focus on individual agents. Instead, leaders resort to fly-by coaching, whisper/barge, and the ol’ trusty headset splitter to give agents feedback. Step 2: Put Your Team to Work.

Coaching 61

Coaching Construction Feedback Best practices 61

Customer Service Life

FEBRUARY 29, 2024

Image by Mikko Koivuneva from Pixabay Whether it’s called a one-on-one meeting, or a coaching conversation, or a performance check-in, this regular conversation between a supervisor and an employee is essential to an effective and high-performing contact center. What’s on their mind? What do they love doing outside of work?

Contact Center 88

Contact Center Metrics Coaching Feedback 88

Kayako

FEBRUARY 7, 2018

That’s where coaching comes in. Why coaching beats training support teams. This is why coaching needs to be included in a support rep’s development. Coaching builds and refines much-needed support skills. Coaching hits the switch on active mode learning. Coaching gives employees a sense of ownership.

Coaching 84

Coaching Customer Service Feedback Customer Support 84

Playvox

MARCH 19, 2024

Artificial intelligence is integrated into our personal and work lives in some obvious and not-to-obvious ways. Proactively analyze agent interactions to spot coaching opportunities to prevent costly mistakes and enhance employee engagement. AI can then assist the analyst to score and provide feedback. What Is Contact Center AI?

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Lumoa

APRIL 17, 2018

We have been talking a lot about how important it is to take actions on customer feedback. Customer feedback is the essential unlimited source for development and inspiration for the whole company. Customer feedback in marketing automation Do you have resources to communicate directly with your customers in a personally?

Feedback 118

Feedback Healthcare SaaS Coaching 118

Integrity Solutions

MARCH 19, 2024

An accurate forecast allows you to identify strengths and weaknesses in the pipeline, what opportunities need time, energy and resources and which sales reps need additional coaching and in what areas. In my view, pipeline management, coaching and forecasting accuracy go hand in glove. Have they stated the cost of inaction/status quo?

Sales 111

Sales Coaching B2B Customer centricity 111

SharpenCX

OCTOBER 7, 2020

And, great managers know it’s on them to coach agents to better performance and realize higher call center ROI. Outstanding performance only happens when you set clear goals, give regular feedback and surface progress to your team. Make sure your agents can personally influence each metric. What’s more?

Coaching 67

Coaching Metrics Management Call Center 67

delighted

JANUARY 7, 2022

Fortunately, there is a way to bridge that gap: real-time customer support feedback. The value of customer feedback in the process of providing a great customer service experience cannot be stressed enough. How customer support feedback bridges the experience gap. Are the experiences you provide meeting customer expectations?

Feedback 83

Feedback Customer Service Surveys Advertising 83

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. 2) Then you must commit to addressing all issues that don’t meet your expectations. Prepare for Coaching Conversations. I hope you say yes.

Coaching 195

Coaching Accountability Feedback Personalization 195

Skybridge

APRIL 13, 2020

In today’s post, I’d like to highlight how your coaching process will need to change. They need to be secure enough to ask for feedback from their teams and make adjustments as needed in order to nurture strong virtual relationships with their at-home agents. Because first time remote managers are going to make mistakes.

Coaching 52

Coaching Customer Care At home agents Call Center 52

Playvox

MARCH 12, 2024

Intrinsic vs. Extrinsic Motivators Intrinsic motivators come from within the individual, such as personal satisfaction, a sense of achievement, and the enjoyment of the work itself. When employees are motivated intrinsically, they are more likely to be passionate about their work and go above and beyond to meet their goals.

Morale 78

Morale Gamification Contact Center Quality management 78

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. According to Cynthia J.

Coaching 64

Coaching Feedback Customer Service Customer retention 64

Playvox

MARCH 5, 2024

Personalized Service and Support AI helps companies deliver products and services that are tailored to the needs and interests of customers and prospects. According to McKinsey , 71% of consumers expect companies to deliver personalized interactions, and 76% of them get frustrated when it doesn’t happen.

Quality management 78

Quality management Management Contact Center Coaching 78

Playvox

JANUARY 30, 2024

Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching. In order to be successful, managers need to be better equipped to provide ongoing feedback and employ effective strategies to boost employee engagement.

Gamification 79

Gamification Contact Center Coaching Quality management 79

CSM Magazine

JULY 25, 2019

To significantly improve team performance, coaching offers a new role for today’s managers. Good coaching requires day to day engagement with employees to give assistance as needed. They argue that, “a management paradigm based on coaching can readily out-perform a management paradigm based on control.”

Coaching 40

Coaching Feedback Education Management 40

SharpenCX

SEPTEMBER 29, 2021

Direct the focus of your coaching, your 1:1 time, and your available resources to support agents where they struggle. If there are trends in testing that show many of your agents are weak in a particular area, use it as a chance to assess your internal processes and resources so you can meet the needs of the whole group.

Contact Center 137

Contact Center Coaching Employee engagement Call Center 137

Monet Software

JUNE 29, 2021

How can you make that happen in these brief meetings? Some agents arrive knowing how to accept and incorporate feedback. Making QA feedback a regular occurrence has many benefits. When agents deal with feedback once or twice per week, they become more comfortable with it. Be sure not to overwhelm agents with feedback.

Contact Center 62

Contact Center Feedback contact center workforce Construction 62

Callminer

APRIL 24, 2020

Quality monitoring software , such as speech analytics , automatically monitor and score 100% of calls, helping managers deliver objective feedback and improve agent performance. In addition to call monitoring and scoring, managers and supervisors should also make it a point to schedule in time for targeted coaching sessions with agents.

Best practices 182

Best practices Call Center Coaching Schedule adherence 182

GetFeedback

APRIL 3, 2019

How does feedback play a role at YETI? Feedback is very important and luckily we have GetFeedback! Feedback is our lightning rod to address issues and it’s also our north star to be able to prioritize our projects, processes, and improvements. Now with GetFeedback, we have concrete information that we can speak to.

Feedback 88

Feedback Surveys Analytics Coaching 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. This is where I fit into the project—I facilitated each meeting as a neutral party.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Global Response

MARCH 27, 2024

An effective call center script balances consistent service quality with personalized customer interactions. Flexibility for personalization: While providing a structured approach, your script should allow agents flexibility to personalize the conversation based on the customer’s responses and needs.

Scripts 62

Scripts Call Center Customer Service Coaching 62

SharpenCX

AUGUST 4, 2021

And when you have to run from meeting to meeting, slip in training sessions and handle escalations, you’re left exhausted. Project #1: Consistently Coach and Train your Agents. Implementing consistent coaching and training for your agents is an essential first step in giving your customer service strategy a jump start.

Customer Service 128

Customer Service Coaching Contact Center Interactive Voice Response 128

NobelBiz

APRIL 30, 2024

From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness. Personalization of Customer Interactions AI systems analyze customer data, including past interactions, preferences, and behaviors, to tailor the communication to individual needs.

Call Center 105

Call Center Chatbots Virtual Agent Contact Center 105

NobelBiz

APRIL 30, 2024

From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness. Personalization of Customer Interactions AI systems analyze customer data, including past interactions, preferences, and behaviors, to tailor the communication to individual needs.

Call Center 104

Call Center Chatbots Virtual Agent Contact Center 104

SharpenCX

JUNE 12, 2023

Now, as corporations move to permanent remote and hybrid work models, it may seem difficult to keep your team as connected and productive as they are in person. The Era of Remote Work In-person contact center teams have slowly crept back to the office since the pandemic. Conduct routine meetings.

Coaching 67

Coaching Morale Contact center software Call Center 67