delighted

AUGUST 24, 2021

Collecting and analyzing survey data is critical for pinpointing where you can improve your business. When collecting survey data from customers, it’s important to do everything possible to avoid getting biased answers. Survey results colored by acquiescence bias will result in business leaders making misinformed business decisions.

Surveys 93

Surveys Construction Coaching Feedback 93

delighted

DECEMBER 8, 2021

These free integrations help you send surveys at just the right moment and get richer customer insights for your team, freeing you up to take action. Special offer: To help you get more value from your feedback faster, SupporTrends has created an exclusive pricing plan for Delighted customers with free access for the first month.

Feedback 75

Feedback Coaching Surveys Marketing 75

Integrity Solutions

JUNE 23, 2020

Beyond Management 101, Sales Coaching Builds Company Culture. And there’s one specific management responsibility that can unlock all three: coaching. Why Tech Sales Managers Need To Understand Coaching. Yet our own research shows that most sales managers (76% of those surveyed) do little to no coaching at all.

Coaching 85

Coaching Sales Management Employee engagement 85

JustCall

OCTOBER 25, 2023

But while these agent performance measurement tools are effective, why not ask the customer to provide feedback? This is where post-call surveys come into play. In a Hubspot Survey , respondents were asked about the biggest challenges facing service agents. At its core, a post-call survey is a simple yet powerful concept.

Surveys 52

Surveys Best practices Feedback Metrics 52

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. We received your NPS survey. You’re going to get a survey.

Coaching 52

Coaching Surveys Feedback Consulting 52

ShepHyken

JULY 15, 2022

This week we feature an article by Michael Becker, founder of Abundance Accelerators , a growth agency for coaches. I’m in the coaching space so let me dive into what a 10x customer onboarding process may feel like. Michael Becker is the founder of the growth agency for coaches, Abundance Accelerators.

Coaching 328

Coaching Customer centricity Accountability Feedback 328

Uniphore

JUNE 10, 2021

3 Ways Call Center Coaching is Leading to Customer Churn. It’s no secret that better coaching creates more effective agents and better overall customer interactions. Why then do so many call centers struggle to convert coaching into real, measurable results? Smarter Coaching Is A Smart Investment.

Coaching 59

Coaching Call Center Average Handle Time Contact Center 59

Fonolo

MARCH 25, 2021

Satisfaction surveys are one of the best ways to gain insight into how you can improve your employee experience. While tricky, agent satisfaction surveys can help you come close. Once you have your areas of focus, you can begin building your agent satisfaction survey! How to Create a Great Customer Perception Survey.

Call Center 147

Call Center Surveys Agent burnout Contact Center 147

CCNG

MAY 11, 2021

A recent CCNG panel webinar, Why Performance-Based Training Requires Automation , featuring Mike Roberts, Technology Leader for Learning at Citibank, who adopted simulations to automate role play and coaching exercises in 2020 and Trey Fischer, an industry-leading consultant, discussed today’s impact of automation on performance-based training.

CCNG 195

CCNG Coaching Contact Center Employee engagement 195

ShepHyken

OCTOBER 4, 2022

During a soccer game, players don’t ask permission from their coach before making a move. Customer service representatives must have the tools they need, from knowledge bases, coaching, and training to make empowered decisions on how to best serve the customer. How can customer feedback benefit a business?

Brand ambassadors 162

Brand ambassadors B2C Coaching B2B 162

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

ChurnZero

MAY 15, 2024

Yet, the data suggests, there’s something else at play: a lack of operational leadership experience within our survey respondents’ teams. 67%) Elsewhere in the survey, 68% of CSMs say they like and appreciate their managers. 45%) Coaching and mentoring our team. (43%) Our top three results: Making time for me when I need them.

Chief Customer Officer 52

Chief Customer Officer Coaching Surveys Best practices 52

CCNG

MARCH 4, 2021

With the increased demands, Covid thrust upon contact center organizations, SymTrain, in conjunction with CCNG, sponsored a survey on the impact of converting to remote work. The survey results led to this white paper on the 5 Reasons Performance-Based Training In Contact Centers Requires Automation.

CCNG 195

CCNG Contact Center Surveys Coaching 195

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

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

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

aircall

JULY 14, 2021

In designing an employee engagement survey , here are some questions to consider: What are your expectations for engaged employees? It’s a good idea to conduct short surveys (one or two open-ended questions) regularly. I’m not getting feedback on my work. It’s easy to think employees will perform because you pay them.

Employee engagement 98

Employee engagement Surveys Interactive Voice Response Morale 98

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

Nicereply

JULY 9, 2020

Customer feedback is the backbone of an excellent customer experience. So how can you get that feedback? We’re going to talk about the actual, real-life steps that will enable you to capture customer feedback using Nicereply. Use this survey in your email signatures, or send it out after a customer service ticket is resolved.

Feedback 52

Feedback Surveys Wireless Metrics 52

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

ClearAction

MAY 14, 2024

Stop asking for feedback on every transaction Consider how many transactions a customer has throughout their day. It’s exhausting for anyone to give feedback for all interactions daily. Use real-time data-mining for staff coaching and aggregate data-mining for finding patterns for root cause analysis and permanent resolution.

Customer centricity 48

Customer centricity Surveys Feedback Finance 48

Toister Performance Solutions

NOVEMBER 19, 2019

Customer service surveys are too long. Many people abandon the survey. I'm going to show you an easy way to dramatically shorten your customer service survey. I'm going to show you an easy way to dramatically shorten your customer service survey. What is the purpose of a customer service survey?

Surveys 72

Surveys Feedback Coaching Customer effort 72

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

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.

Best practices 79

Best practices Employee engagement Coaching Feedback 79

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. In other words, great managers are great coaches. Leaders consistently tout the critical role of a “culture of coaching” and the need to maintain one.

Management 119

Management Coaching Employee engagement Surveys 119

DMG Consulting

JANUARY 8, 2018

Question: How can we improve our contact center coaching? Answer: In recent years, coaching has evolved from a monthly one-on-one session between a supervisor and an agent/representative into an ongoing dialog and two-way exchange of data. periods of low volume) to minimize customer and contact center impacts.

Coaching 48

Coaching Contact Center Gamification Analytics 48

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

CCNG

APRIL 20, 2022

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. In the digitized coaching scenario, agents can rate the value of support delivered by their supervisors in real time.

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.

Average Handle Time 156

Average Handle Time Contact Center First call resolution Analytics 156

Fonolo

JANUARY 21, 2021

Surveying your agents and gaining qualitative feedback can help you identify gaps in your operational processes, especially when compared with quantitative data. Offer coaching sessions. Give constructive feedback. That’s why constructive feedback is critical to your team’s development.

Call Center 176

Call Center Construction Average Handle Time First call resolution 176

PeopleMetrics

JANUARY 29, 2014

At every level of sports, there are coaches. And at every level of coaching, there is disagreement about how to measure a coach’s performance. Even with significant advances in how teams evaluate performance, it can be difficult to quantify “coaching” as a variable. This debate might go on forever.

Coaching 96

Coaching Best practices Surveys Feedback 96

ShepHyken

AUGUST 6, 2019

Have a real conversation with them instead of merely relying on surveys. About : Jeff Gothelf works as a coach, consultant, and keynote speaker. What should I do with customer feedback? The rate of change in all industries is faster than ever, and it happens continuously; if you fall behind, you’ll lose customers.

Customer centricity 292

Customer centricity Coaching Consulting Consulting 292

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

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

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

Global Response

MAY 15, 2023

Having deliberate quality checklists that provide actionable feedback and next steps to improve quality is an essential component as well. Providing Ongoing Training and Coaching Speaking of actionable feedback, providing ongoing training and coaching for agents is a key element of call center quality control.

Call Center 62

Call Center Scripts Coaching outsourcing 62

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