JustCall

MARCH 13, 2023

For many sales managers, sales coaching techniques are either too difficult to execute or too complicated to achieve. Whether you need to coach customer service teams right or coach newbies during the first call, using the right sales coaching methods is key. Here are 5 sales coaching techniques worth a try.

Coaching 40

Coaching Sales Feedback Metrics 40

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

Calabrio, the customer experience intelligence company, today announced its new coaching solution for agent performance management, Calabrio Performance Coaching. Identifying individual or team skill gaps allows leaders to better offer coaching and support to agents that need it.

Coaching 52

Coaching Gamification Customer Service Quality management 52

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. Our first use case is our service experience survey.

Feedback 88

Feedback Surveys Analytics Coaching 88

CCNG

APRIL 20, 2022

This King of Rock' n Roll quote may be the purest basis for considering any personal or business challenge. For example, a digitized agent coaching system enables team leaders to document their support interactions with agents and simultaneously capture key metrics about every touchpoint relevant to their routine.

Customer Experience 195

Customer Experience CCNG Analytics Gamification 195

Myra Golden Media

APRIL 11, 2023

Additionally, ongoing coaching and feedback can help agents improve their performance and stay motivated. This can involve recognizing and rewarding top-performing agents, as well as providing opportunities for agents to give feedback and contribute to process improvements. I really like Balto AI’s Real-Time Guidance.

Average Handle Time 156

Average Handle Time Contact Center First call resolution Analytics 156

Noble Systems

DECEMBER 4, 2019

Many customers are even happy to provide information about what the competition is doing via phone calls into the contact center, emails, chats, surveys and social media. Training employees when and how to ask for feedback is vital. VoC Technologies that Monitor Feedback and Reward Employees.

Feedback 80

Feedback Gamification Analytics Customer centricity 80

Integrity Solutions

SEPTEMBER 2, 2022

It’s about being fed up with a lack of feedback, no sense of connection to the organization, and frustration with a lack of development opportunities. As one writer put it , “If anything, it seems like quiet quitters are just striving to set healthy boundaries between their jobs and their personal lives.”

Management 116

Management Coaching Employee engagement Surveys 116

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

SharpenCX

OCTOBER 6, 2021

A Korn Ferry survey reports that 33% of those changing jobs cite boredom as the top reason why they are leaving. Then, focus your training for each user group, teaching agents to become special experts so your customers always get help from the best possible person. Then, send out a customer and agent survey.

Contact Center 128

Contact Center Coaching Metrics Employee engagement 128

Playvox

JANUARY 30, 2024

Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching. According to a recent Gallup survey , only 23% of employees worldwide and 32% in the U.S. Yet managers continue to fall short. fall in the “engaged” category.

Gamification 79

Gamification Contact Center Coaching Quality management 79

Monet Software

JUNE 29, 2021

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. Regular feedback also allows leaders to strike while the iron is hot. Here are a few tips. #1

Contact Center 62

Contact Center Feedback contact center workforce Construction 62

Playvox

FEBRUARY 18, 2019

“Excellence happens when you try, each day, to both do and be a little better than you were yesterday.” — Pat Riley (former NBA coach). You’ll use call recording, live chat, customer feedback, surveys and more to gain a deep insight into agents’ capabilities. Managers may want to get involved in coaching too.

Coaching 40

Coaching Customer Service Call Center Surveys 40

COPC

JANUARY 15, 2024

According to the 2023 survey, only 71% of respondents felt their training adequately prepared them for success, down three percentage points over two years. Note that the same surveyed staff who are satisfied with their training are 200% more satisfied with their jobs. It can identify common training and knowledge gaps among teams.

Best practices 78

Best practices Employee engagement Coaching Feedback 78

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. This doesn’t mean giving out empty praise or insincere feedback. They are also more likely to stay with the company for the long term.

Morale 78

Morale Gamification Contact Center Quality management 78

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

SharpenCX

DECEMBER 13, 2021

Here are a couple ways to do so: Send Out Surveys: It can be hard to ask for honest feedback. But, surveys may be the easiest way to get honest information about how your employees are feeling about work. Use agent satisfaction surveys to help quantify agent sentiment and happiness.

virtual call center 128

virtual call center Call Center Metrics Coaching 128

Playvox

JANUARY 25, 2024

Operational costs – Agents who aren’t invested or lack training, feedback, or coaching tend to be inefficient, ultimately costing your business financially. Prevent and close employee skill gaps with a seamless integration to coaching. And 46% of customers will buy more when given a personalized experience.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Noble Systems

DECEMBER 4, 2019

Many customers are even happy to provide information about what the competition is doing via phone calls into the contact center, emails, chats, surveys, and social media. Training employees when and how to ask for feedback is vital. VoC Technologies that Monitor Feedback and Reward Employees.

Feedback 52

Feedback Gamification Analytics Customer centricity 52

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

NICE inContact

NOVEMBER 23, 2015

Many agents and supervisors cringe when it is time for coaching. From an agent perspective, the coaching experience has historically been associated with a supervisor controlling a conversation; speaking to what the agent has done wrong on a call. This type of preparation is also helpful when coaching agents in the contact center.

Coaching 49

Coaching Best practices Construction Contact Center 49

Playvox

OCTOBER 20, 2023

In addition, the myriad of customer interactions across dozens of platforms can leave you overwhelmed by information and unable to distill and act on feedback from your customers. It’s important to collect omnichannel feedback and aggregate it in a way that gives you a clearer picture in support of your goals and use cases.

Contact Center 82

Contact Center Coaching Feedback Surveys 82

Toister Performance Solutions

SEPTEMBER 14, 2023

Here's my step-by-step guide to performance observations: Observation Guide Customer Feedback You often learn about legendary stories directly from customers. They share tales via conversations, surveys, and even emails or letters. All you have to do is listen. Several employees were repeatedly mentioned by happy customers.

Surveys 109

Surveys Coaching Customer Service Feedback 109

Call Design

MAY 14, 2024

There’s nothing quite like the feeling of receiving positive feedback on a schedule you just published and ideally hearing that you’ve done a good job. Self-Rostering of Coaching and Training activities Empower your agents by giving them access to book their own coaching, training, or even follow-up time.

Gamification 78

Gamification Employee engagement Coaching Accountability 78

SharpenCX

JUNE 8, 2021

Gather feedback: Once you know how many customers have dipped and looked for other services, you need to identify why they’re leaving you. Feedback is important. It may seem obvious that your contact needs feedback to grow. But, asking for feedback is no easy task. Implementing customer feedback is part of the process.

Customer retention 76

Customer retention Coaching Employee engagement Contact Center 76

Balto

JUNE 12, 2023

In this post, we’re going to cover 3 ways to create value with agent training: Deliver personalized 1-on-1 training to see the best results. Managers also have to personalize and tailor the content of the training directly to that agent, making it best suited to tackle their particular areas of improvement. quotes, feedback, etc.)

Contact Center 52

Contact Center Coaching Gamification Upselling 52

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

Call Design

SEPTEMBER 2, 2021

We define our agents as “top producers” or “needs coaching”. In the end, you still feel like you’re picking person X over person Y because they have a better reason. Pulse surveys are a great way to get that feedback. Clearly this leaves one last thing to focus on “the right agent”. Dan Smitley.

Schedule adherence 148

Schedule adherence Coaching Finance Interactive Voice Response 148

Blueship Call Center

OCTOBER 9, 2023

These steps, such as putting a quality assurance policy into place and seeking out candid client feedback, can assist in creating a smooth customer journey from the prospect stage through the post-sale stage. It entails bringing it up in every conversation that you, your staff, and the client have over the phone, via email, and in person.

outsourcing 75

outsourcing Call Center Customer Care Coaching 75

Upstream Works

DECEMBER 14, 2022

AI applications can coach agents in real-time to better handle difficult situations. Supervisors can still play that role, but they cannot respond nearly as fast, nor can they provide that coaching for every customer interaction. One way is with a follow-up survey or poll. One way is with a follow-up survey or poll.

Chatbots 78

Chatbots Contact Center Coaching Surveys 78

ChurnZero

NOVEMBER 9, 2021

Personalize Your SaaS Customer Experience. If you can personalize your interactions with your customers, you’re well on your way to improving the customer experience. There are a couple of tried-and-true ways to go about personalizing the SaaS customer experience. Give Your Customers a Voice.

SaaS 97

SaaS Customer Experience Surveys Customer retention 97

Hello Customer

AUGUST 24, 2020

In the past, we used long surveys, but we were not getting out of it what we needed. Plus, ISAAC analyses the feedback automatically so we don’t need anyone to go through the feedback manually. This helps people managers tremendously in the coaching sessions, as they can individually tailor coaching based on the feedback.

Marketing 81

Marketing Coaching Government Feedback 81

JustCall

AUGUST 8, 2023

We will explore real-world use cases, discuss the impact of personalized recommendations, and shed light on the potential of Conversational AI in shaping the future of online shopping. Leveraging Conversational AI in customer loyalty programs offers a range of benefits, including automated customer engagement and personalized interactions.

Chatbots 52

Chatbots Customer retention Coaching Feedback 52

TechSee

APRIL 16, 2019

Employers around the globe are facing the most severe recruitment crisis in 12 years, according to the latest Talent Shortage Survey , with 40% of companies surveyed reporting difficulties filling roles. These bills now come with links to personalized videos that explain each specific charge, decreasing inbound calls.

Call Center 126

Call Center Contact Center Agent Empowerment Coaching 126

Satrix Solutions

JANUARY 29, 2021

I think we would all agree – customer surveys are everywhere. Despite such prolific use of surveys as a central component of customer experience programs, many B2B companies are failing to maximize their return on investment. Closing the Feedback Loop: Five Tenets to Instill Upon Your Customer Success Team.

Scripts 78

Scripts Surveys Feedback Customer centricity 78

Vistio

MARCH 11, 2024

Additionally, your employees’ feedback is a valuable resource when revising training programs. Collecting data and feedback from multiple sources, including customers and agents themselves, can help you identify trends, strengths, weaknesses, and opportunities for improvement.

First call resolution 52

First call resolution Contact Center Best practices Coaching 52