SharpenCX

JUNE 30, 2021

And if you use a platform like Sharpen’s , you can pair your omnichannel service with training and coaching all in the same platform. Project 2: Create a Compelling Coaching and Training Program (& Make Use of These Resources!). Productive coaching and training doesn’t just happen organically. Learn More ]. Read More] .

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

TechSee

SEPTEMBER 29, 2020

However, these drastic measures are usually short term as they negatively affect CX and employee morale. There are a wide range of techniques that address individual agents’ skill gaps while boosting cost and time efficiency, such as collaboration, gamification, visual assistance, and whisper coaching.

Call Center 196

Call Center Self service Gamification Contact Center 196

SharpenCX

NOVEMBER 3, 2020

The Experience Coach. The experience coach focuses on individualism. You know that providing relevant feedback often will improve your agents’ well-being and your customer satisfaction. Because, to be a stellar manager, you have to be a good coach, too. And, a lack of autonomy drains morale (plus, performance).

Call Center 67

Call Center Agent Empowerment Management Coaching 67

SharpenCX

MARCH 18, 2020

FlexJobs found that of the companies that allow remote work, 85% increased productivity, 90% improved employee morale, and 77% reduced operating costs. And, it’s how you’ll keep work-life balance and morale high for your agents. Use video conferencing for coaching sessions and team meetings. At best, those lines become blurred.

Call Center 94

Call Center Morale Coaching Cloud contact 94

3CLogic

NOVEMBER 10, 2021

Consider the additional effect on employee morale, the ongoing loss in intellectual property, and the long-term implications for the customer experience — the costs can grow far beyond immediate operational expenses. Low-quality feedback from supervisors. Go Beyond Metrics To Offer Individualized Coaching. Not convinced?

Contact Center 93

Contact Center Interactive Voice Response Schedule adherence Average Handle Time 93

Balto

SEPTEMBER 6, 2023

If we had to make a list of reasons why your prospect didn’t consider your offering, ineffective coaching and lack of personalization would claim the top spots. Sales call recording solutions provide you with the insights you need to highlight problems that lead to lost deals and coach your reps more effectively.

Sales 52

Sales Coaching Best practices Construction 52

CX Accelerator

APRIL 30, 2018

The feedback might be slow at first, but it will get them thinking of the customer experience and soon they will share amazing insights and suggestions to creating a positive and impactful journey for your customers. If this attention to detail and “one at a time” philosophy was present, the business would be a success.

Journey mapping 140

Journey mapping Airlines Morale Call Center 140

ChurnZero

SEPTEMBER 14, 2021

As the world’s most well-known salesperson Zig Ziglar once said “If you believe your product or service can fulfill a true need, it’s your moral obligation to sell it.” . You do your customer a disservice by using your fear of selling as an excuse to not present them with solutions that would benefit them. . Sit in on sales calls.

Sales 94

Sales Upselling Morale SaaS 94

NobelBiz

JULY 31, 2023

This can guide training modules for agents, infrastructure upgrades, and even feedback to the product or service teams about prevalent issues. This not only boosts agent morale but also ensures consistent service quality levels. Balancing Workloads In dynamic call center environments, workload imbalances can lead to inefficiencies.

Wait times 52

Wait times Telecommunications Call Center CRM 52

Monet Software

NOVEMBER 6, 2019

As a manager, you are in the perfect position to implement modern solutions to improve morale in your call center. Even with the best and most thorough training program, regular feedback from leadership is a key factor in ongoing call center workforce engagement management.

Call Center 54

Call Center Schedule adherence Management call center workforce 54

Babelforce

JANUARY 20, 2022

In this post: Develop emotional intelligence Provide effective employee training Learn to embrace new technology Master effective conflict management & resolution Give your employees targeted feedback Appreciate your employees Refine your call center manager skills. Give your employees targeted feedback.

Call Center 52

Call Center Management Construction Best practices 52

Etech GS

MARCH 9, 2020

This can decrease company morale. However, if your company has adopted a supportive culture of coaching, your employees are more likely to be open. If employees sense that you’re willing to invest in them (rather than criticize their weaknesses), they’re more likely to react positively to constructive feedback.

Morale 52

Morale Coaching Construction Advertising 52

Etech GS

MARCH 9, 2020

This can decrease company morale. However, if your company has adopted a supportive culture of coaching, your employees are more likely to be open. If employees sense that you’re willing to invest in them (rather than criticize their weaknesses), they’re more likely to react positively to constructive feedback.

Morale 52

Morale Coaching Construction Advertising 52

ChurnZero

APRIL 1, 2022

You can also watch Sharon’s presentation on-demand, along with all other BIG RYG sessions. One executive coach even named the nag inside her head to make it easier to talk back. “I Commit to real-time feedback. Celebrating incremental progress not only keeps morale high, but it also helps people internalize success.

Journey mapping 98

Journey mapping Coaching Morale Feedback 98

CSM Magazine

JANUARY 20, 2020

You will get the feedback you need to succeed. The best managers also say, “Let’s talk about your progress,” and not “Let me give you some feedback.” Famed basketball coach from UCLA John Wooden said, “It’s what you learn after you know it all that counts.”. Good managers are different from other bosses. This means LOOK OUT!

Management 52

Management Coaching Morale Employee engagement 52

ProProfs Blog

MAY 6, 2020

Being in different time zones makes it tough to be always present with body and mind. Use coaching and feedback for employee development. Some tips to boost team motivation and morale are: . Regularly share positive feedback. Distractions at home that sometimes are attributed to familial obligations.

Management 162

Management Customer Service Best practices Entertainment 162

Calltools

AUGUST 7, 2019

Often, sales associates think that they know how to give stellar inside sales presentations. It’s like a football coach playing footage to a team. When you have a strong example, it’s difficult for the person to become hostile or ignore your feedback. When you don’t have a record, the person might disagree with you.

Sales 40

Sales Morale Employee engagement Metrics 40

Netomi

JANUARY 5, 2022

Presently the general manager of Marriott Vacation Club Pulse San Diego, he was the general manager of The Inn at Bay Harbor?A Dan doesn’t just talk about customer experience; his fast-paced, energetic presentation style creates an experience for the audience that they’ll surely remember. .

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

JustCall

MARCH 7, 2023

You can do this using a Virtual Private Network (VPN) or a cloud-based solution like Microsoft Azure You’ll also need a video conferencing solution to hold meetings and other events with employees who are not physically present. Zoom, Skype, and GoToMeeting are all popular options.

Best practices 52

Best practices Sales Morale Personalization 52

Callminer

SEPTEMBER 5, 2017

But when the whole month has a lot of calls which were of all different types, the quality report – which can identify potential gaps and required agent coaching or training – may be delayed by many days. They also should ask for agents’ feedback about the practices that the team follows. Who is coaching the coaches?

Call Center 140

Call Center call center software outsourcing Coaching 140

ChurnZero

SEPTEMBER 16, 2021

As the world’s most well-known salesperson Zig Ziglar once said “If you believe your product or service can fulfill a true need, it’s your moral obligation to sell it.” . You do your customer a disservice by using your fear of selling as an excuse to not present them with solutions that would benefit them. . Sit in on sales calls.

Sales 52

Sales Upselling Morale SaaS 52

Balto

JUNE 23, 2022

This presents pain points for managers and agents alike as companies have to pay for enforcement tools, perform ongoing training, and coach agents on a tool that may not lend itself to optimal results in terms of agent satisfaction and retention. Let’s go back to the basics: What is the goal of a script?

Scripts 52

Scripts Coaching Contact Center Surveys 52

NobelBiz

JUNE 5, 2023

In short, you can measure the performance of an outbound call center by two means: either judging by the call quality or coaching call agents. Implementing a supportive and positive work environment, where agents receive regular feedback, recognition, and incentives, can also boost their confidence and motivation.

Call Center 52

Call Center Scripts CRM Contact Center 52

Squelch

DECEMBER 19, 2019

I never take it personally, and I always try and coach my team to think about what’s going on for that customer. So you can deal with 1000 cases in a day, and 999 of them go really well, and you get great survey feedback. There was not one single slide for a three-hour session on coaching others and being coached yourself.

Coaching 52

Coaching Customer Service Finance outsourcing 52

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

CSM Magazine

OCTOBER 1, 2019

Get a Klu, a corporate coaching and training consulting firm found that professionals lose 31 hours monthly to unproductive meetings. Curtailing wasteful meetings boost personal effectiveness and morale and improve company-wide productivity. When – timing of next feedback. Some studies show over 75% of meetings waste time.

Consulting 40

Consulting Consulting Morale Personalization 40

JustCall

DECEMBER 1, 2022

Offer a reward Present the reward to the whole team Focus on managing outputs, not activities, to keep the focus on results-oriented contributions. Provide Regular Feedback And Coaching. Feedback is necessary to ensure that the agents focus on the right goals for success. Guide them on how they can advance their careers.

Call Center 52

Call Center Management Agent burnout Scripts 52

NobelBiz

FEBRUARY 27, 2023

This does not rely solely on the technology solution, but also access to a knowledge base, scripts for the recurring interactions, and feedback from supervisors. Presented using reports to monitor a contact center’s performance over time. Finally, feedback and regular communication are of critical importance.

Contact Center 52

Contact Center Self service Metrics Wait times 52

Enghouse Interactive

OCTOBER 19, 2020

Analyzing all feedback via AI. Customer Feedback takes many forms and most are relatively static and easily processed – surveys, feedback forms, polling questions, correlated to the customer’s continuity of purchases. Aggregating. But, relying on that only provides one dimension (layer) of an answer.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

Dialer 360

JUNE 19, 2018

Give importance to the customer feedback. How to retain agent’s retention rate and possibly how to get positive feedback from the clients? Moreover, if you do believe of implementing the latest technology in your call center, you must keep organizing coaching sessions. Tips for coaching sessions. Wow” your customers.

Customer Service 20

Customer Service Call Center Coaching Contact Center 20