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

Expivia

FEBRUARY 26, 2024

Preparing Your Contact Center for the Future: A Strategic Technology Roadmap Introduction In the rapidly evolving contact center industry, staying ahead means not just selecting the right technologies but also preparing your organization for their integration and use.

Contact Center 52

Contact Center Technology Chatbots Call Logging 52

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

DMG Consulting

JANUARY 5, 2023

Question: What are some tools our supervisors can use to assist and coach our remote agents? Answer: Contact center technology vendors offer several capabilities to help supervisors work effectively with agents, whether they are on-site or remote. appeared first on DMG Consulting.

Coaching 48

Coaching Contact Center Consulting Consulting 48

Talkdesk

JUNE 15, 2020

Now, let’s dive into the next step on your path toward turning every agent into a top performer: coaching and development! The proliferation of digital channels and self-service technology is shifting the focus of many contact center agents from time-consuming and repetitive tasks to more complex, revenue-generating customer interactions.

Coaching 78

Coaching Contact Center Self service Feedback 78

SharpenCX

MARCH 25, 2021

But how can you effectively coach and improve the performance of a dispersed workforce? Turns out, customer service analytics, including speech analytics, is one of the five technology trends in Gartner’s custom e r experience hype cycle this year. . 3 Ways to Use Speech Analytics to Improve Your Call Center Coaching.

Coaching 67

Coaching Analytics Call Center Quality management 67

CSM Magazine

DECEMBER 8, 2021

Headquartered in Silicon Valley, Zenarate’s AI Coach is supporting the world’s largest brands to deliver 30-60% KPI lift. Zenarate’s AI Coach simulates any customer engagement scenario immersing customer-facing team members in real-life conversations while providing real-time coaching. About Zenarate.

Coaching 52

Coaching Contact Center Healthcare Scripts 52

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

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

Voxjar

APRIL 9, 2020

Due to the coronavirus ( COVID-19 ) we’re experiencing mass adoption of work-from-home technology and processes. 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. Delivering QA and Coaching Feedback from Home.

Coaching 52

Coaching Call Center Analytics contact center workforce 52

Noble Systems

DECEMBER 4, 2019

This feedback produces Voice of the Customer (VoC) that can help your company redefine and elevate the customer experience throughout the journey which, in turn, strengthens engagement and loyalty. 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

COPC

MARCH 11, 2024

Are we providing insights into attrition rates and qualitative and quantitative feedback on recruitment quality and class pass rates? Are we getting feedback in this area to inform recruiting and training? What does the coaching process look like? Is the loop-back process efficient and effective?

Call Center 98

Call Center Gamification Coaching Employee engagement 98

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

CCNG

MARCH 4, 2021

The survey of managers and executives responsible for training revealed a mad rush to deploy technology, with 68% of respondents investing in better training delivery via virtual and collaboration meeting tools and 30% investing in better eLearning utilization.

CCNG 195

CCNG Contact Center Surveys Coaching 195

Playvox

FEBRUARY 27, 2024

A related term, workforce engagement management (WEM), recently coined by Gartner, has rapidly become the business strategy, processes, and related technologies of choice. Your agents also win when AI-integrated workforce engagement management technology is employed because it creates a better employee experience (EX).

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

CCNG

APRIL 20, 2022

Truth At The Core Contact centers depend on a wide range of technologies to operate effectively. 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

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

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

Vistio

MARCH 11, 2024

Utilize Technology to Enhance Agent Training Leveraging technology, such as artificial intelligence and next-best-action guidance systems, can significantly enhance the effectiveness of agent training and provide invaluable insights into agent performance.

First call resolution 52

First call resolution Contact Center Best practices Coaching 52

Myra Golden Media

APRIL 11, 2023

By optimizing your workforce, using technology, and fostering a culture of continuous improvement, you can deliver an exceptional customer experience while improving efficiency and reducing costs. Additionally, ongoing coaching and feedback can help agents improve their performance and stay motivated.

Average Handle Time 156

Average Handle Time Contact Center First call resolution Analytics 156

SharpenCX

MARCH 24, 2021

While IT leaders grip tight to budgets, the investments they do make will focus on cloud technology – like cloud call centers. . How do you choose the right technology for your company? Cloud technology brings many advantages for all call centers and gets rid of service inefficiencies that drain revenue-earning potential.

Call Center 67

Call Center Technology Customer Service call center software 67

Noble Systems

DECEMBER 4, 2019

This feedback produces Voice of the Customer (VoC) that can help your company redefine and elevate the customer experience throughout the journey which, in turn, strengthens engagement and loyalty. 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

CSM Magazine

AUGUST 26, 2022

There are a few key steps in effective performance management: setting goals, providing feedback, and tracking progress. These are coaching, the process where employers provide regular feedback, corrective action , where employers create action plans for correcting issues, rewarding, and termination. Goal Setting. Measurable.

Management 52

Management Technology Morale Feedback 52

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

SharpenCX

MARCH 30, 2021

Yet still, some leaders are stuck scratching their heads, trying to figure out how to harness all the power of the data sitting in their call center technology. And to get there, you need to unify your call center technology so your data can work for you. Gather data to identify where gaps live in your call center technology.

Call Center 67

Call Center Technology Customer Experience Contact Center 67

Playvox

JULY 14, 2023

To ensure your contact center agents spend a vast majority of their time with customers resolving issues and as little time as possible on administrative tasks and after-call work, agents need the right kind of tools, processes, coaching, motivation, and goals in place. How are managers delivering coaching? Are your agents engaged?

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Playvox

JANUARY 25, 2024

It is through this lens that workforce optimization has evolved to mean the business strategies, processes, and supporting automation technologies that maximize contact center and agent productivity and efficiency to allow organizations to deliver outstanding customer experience (CX).

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

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

SoliCall

AUGUST 2, 2023

2 – Performance Feedback and Coaching. Implement a robust performance feedback system to provide agents with constructive feedback. Regularly evaluate their performance and provide individual coaching sessions to address areas of improvement. 5 – Technology and Tools.

Call Center 52

Call Center First call resolution Construction call center software 52

TechSee

APRIL 24, 2023

In this post, we will explore the impact of economic inflation, and five best practices for improving performance by driving adoption of the technology innovations leaders have already made in order to boost service efficiency. The right support technologies will make your agents more efficient, effective, and productive.

Average Handle Time 109

Average Handle Time Best practices First call resolution Coaching 109

NobelBiz

FEBRUARY 27, 2024

Organizations achieve this by integrating technology, refining processes, and deploying innovative human resources strategies. Achieving these goals requires a special balance between the human touch and technological innovation. This feedback can highlight specific areas where agents excel or need improvement.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

SharpenCX

AUGUST 4, 2021

Project #1: Consistently Coach and Train your Agents. As technology changes and remote work grows increasingly popular, customer expectations shift. Implementing consistent coaching and training for your agents is an essential first step in giving your customer service strategy a jump start. Your agents crave your feedback.

Customer Service 128

Customer Service Coaching Contact Center Interactive Voice Response 128

ShepHyken

AUGUST 6, 2019

Exemplary companies and technologies have universally raised customer expectations to a higher level. About : Jeff Gothelf works as a coach, consultant, and keynote speaker. What should I do with customer feedback? He founded Sense & Respond Press and co-authored the books Lean UX and Sense & Respond.

Customer centricity 292

Customer centricity Coaching Consulting Consulting 292

Global Response

MARCH 27, 2024

Balance automation with human touch When it makes sense, use technology to automate customer service and improve care. This controlled environment allows you to gather initial feedback and observe the script’s effectiveness. Solicit agent feedback. Collect customer feedback. Practice with technology.

Scripts 62

Scripts Call Center Customer Service Coaching 62

SharpenCX

OCTOBER 6, 2021

And, continue to keep tabs on agent performance and sentiment during your coaching conversations and 1:1s , so you can support your team’s needs. . >> Read Next: How to Use Data to Inform your Decision Making for Standout Service This Year. Try different workflows in your contact center and ask for feedback from agents and customers.

Contact Center 128

Contact Center Coaching Metrics Employee engagement 128

Playvox

FEBRUARY 6, 2024

While the use of AI technology in quality management systems might have seemed intrusive to customers in the past, most now embrace companies using it — if it will make their customer interactions better. Leverage technology to automate the monitoring and management of agent performance and automate quality processes.

Quality management 83

Quality management Customer centricity Management Contact Center 83

aircall

FEBRUARY 24, 2021

Take a page from the book of the most successful sales managers and companies—they’ve already tried and tested every technology available, and have developed proven methods for setting up tools and processes to run more efficient and effective sales programs. Using Technology to Increase Sales Productivity. Tap into big data.

Sales 62

Sales Technology call center software CRM 62