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

MiaRec

JANUARY 15, 2024

AI-Driven Agent Feedback and Coaching : Our AI-powered solutions will not only score calls but also provide invaluable feedback and coaching for agents. Watch Tatiana Polyakova as she reveals "What's New at MiaRec in 2024" in the video below or read the full script of the interview below: Curious to learn more?

Coaching 52

Coaching Scripts Feedback Contact Center 52

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

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

Fonolo

JANUARY 31, 2023

Simply put, call center training is any course, seminar, video, coaching session, or other activity that teaches the skills and behavior required for success in a call center. Mentoring or coaching With the right guidance, there’s always an opportunity for one-on-one learning, which can be very effective.

Call Center 141

Call Center Contact Center Coaching Gamification 141

Toister Performance Solutions

APRIL 25, 2019

Training videos are increasing in popularity. There's good reason for this: Videos cost far less than hiring a trainer. Video can be more effective than live training. And there's a giant caveat—you have to change the way you use video. Here are the techniques you can apply to get the most out of training videos.

Coaching 57

Coaching Feedback Customer Service 57

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

Myra Golden Media

JULY 12, 2019

The goal was to motivate customer service employees to deliver a better customer experience by monitoring calls and giving feedback on calls. When we were all sitting down at the computer editing the video, my 13-year-old son said, “I can’t believe I sound like that.” Before you coach the call, ask, “How did that call feel to you?”

Contact Center 136

Contact Center Calibration Coaching Feedback 136

Myra Golden Media

MAY 30, 2018

A solid coaching and motivation strategy. You’re going to have to coach to develop your people because this is extremely important to Millennials. Coaching and Motivation Strategy. Millennials grew up getting constant praise and feedback from their parents, teachers, coaches, and peers. What are they doing well?

Construction 149

Construction Customer Service Coaching Feedback 149

Myra Golden Media

NOVEMBER 20, 2019

30-Minute De-escalation Online Class to Help Your Employees Get Angry Customers to Back Down, Even Customers Who Want a Supervisor – with Video Teaching, Simulations, Knowledge Checks, and Practice Interactions. Course Outline: Practice with Feedback. “In (with a focus on de-escalation).

Coaching 185

Coaching Customer Support Customer Care Feedback 185

REVE Chat Blog

MARCH 25, 2020

The use of tools like video chat, co-browsing along with live chat has brought a significant impact. The benefits of recording customer service calls (voice & video). How recording video calls ensure high-quality customer service ? Effective coaching of teams. Tips to use the call recordings for training teams .

Customer Service 53

Customer Service Best practices Call Center Sales 53

Myra Golden Media

JANUARY 8, 2018

So, last night I had the idea to coach my son using the same three-step method I tell my clients to use when they have to help an employee through a problem or to give someone constructive feedback. You can use Know, Feel, Do to coach employees on a process, attitude problem or any performance issue. My gift to you! It’s a fact.

Construction 189

Construction Coaching Feedback Contact Center 189

CX Accelerator

JUNE 8, 2020

Conduct ethnographic testing. ,, This video response from ,, Ben Motteram , Principal at CXpert, provides a couple of unique ideas for listening to the voice of the customer. As he points out, “The customer isn’t actually using their voice to provide feedback.” It’s important to both respond and take their feedback to heart.

Surveys 345

Surveys Contact Center Consulting Consulting 345

Fonolo

JULY 27, 2021

How to provide constructive feedback to your agents. When providing constructive feedback to your agent, make sure they know where it’s coming from. Constructive feedback isn’t always centered around negative feedback or areas for improvement. Offer coaching sessions and mentorship.

Call Center 142

Call Center Abandon rate First call resolution Construction 142

Toister Performance Solutions

DECEMBER 13, 2018

The feedback session wasn't going well. The agent's response was to the supervisor's coaching was to flatly disagree. The agent's response was to the supervisor's coaching was to flatly disagree. How do you get employees to embrace feedback, when they don't agree their performance needs to improve?

Feedback 48

Feedback Coaching Contact Center Customer Service 48

Tethr

MAY 28, 2020

All training should begin with an introductory meeting (either video or in-person) to help the new agents get connected with the call center director, agent supervisors and department heads. Utilize videos. One of the easiest ways to engage your new hires is via video. Give them continuous feedback. Training never ends.

Call Center 74

Call Center Coaching call center software Education 74

ShepHyken

JUNE 29, 2018

Creating a mentorship program which provides staff with one-to-one coaching to improve their skills. Posting regularly, using videos to promote your brand and responding swiftly to comments/messages are all fantastic ways of utilizing social media. Customer Feedback.

Customer Service 206

Customer Service Feedback Coaching Management 206

Playvox

APRIL 25, 2023

Incorporate feedback. Taking the time to incorporate agent feedback helps make your training more effective. One-to-one video training with managers: Establishes two-way communication and builds rapport and trust. Provide opportunities to role-play on video with peers and managers. Document the feedback.

Contact Center 79

Contact Center Contact center software Gamification Feedback 79

Myra Golden Media

MARCH 18, 2020

30-Minute De-escalation Online Class to Help Your Employees Get Angry Customers to Back Down, Even Customers Who Want a Supervisor – with Video Teaching, Simulations, Knowledge Checks, and Practice Interactions. Course Outline: Practice with Feedback. “In (with a focus on de-escalation).

Coaching 156

Coaching Customer Support Call Center Customer Care 156

SharpenCX

JUNE 30, 2021

Find chat tools, video software, and integrations to ensure your remote employees can ask for help and connect from anywhere. 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

Myra Golden Media

SEPTEMBER 8, 2017

Record how-to videos and upload to YouTube and your website. Give employees constructive feedback on their service interactions. Coach your employees always to be friendly and engaging. Provide quality assurance monitoring of all interactions, giving feedback to employees. Talk to your customers over social media.

Customer Experience 249

Customer Experience Construction Scripts Coaching 249

Playvox

NOVEMBER 16, 2021

But with Playvox’s automated scorecards, evaluation, and coaching templates, as well as its workload management tools, contact center leaders have confidence that agents are participating in regular evaluations and receiving timely feedback to ensure they’re delivering the desired customer experience – even when remote. Empowerment.

Quality management 78

Quality management Management Coaching Contact Center 78

Integrity Solutions

AUGUST 24, 2022

What they don’t always recognize is that it’s something that can be developed through effective training and coaching. These and other alignment checks should be part of the ongoing performance strategies of the sales manager and coach. Senior leaders prioritize coaching and expect others to coach their teams.

Sales 86

Sales Coaching Calibration B2B 86

The Northridge Group

AUGUST 10, 2021

You’ve adopted clearly defined and focused metrics, you have a vision that aligns the needs of customers with the aspirations of your business, you’ve implemented a clear coaching plan, and you have an open feedback loop for employees to provide comments on customer pain points. What’s the next step for your contact center?

Analytics 162

Analytics Interactive Voice Response Contact Center Coaching 162

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

TechSee

APRIL 16, 2019

Recognizing that agents are the most important resources in any contact center means creating robust training and coaching programs that enhance agent performance. Cargill introduced its “Everyday Performance Management” system, which incorporates encouragement and feedback into daily work-related conversations.

Call Center 126

Call Center Contact Center Agent Empowerment Coaching 126

SharpenCX

DECEMBER 13, 2021

Here are a couple ways to do so: Send Out Surveys: It can be hard to ask for honest feedback. Hold Routine 1:1s and Feedback Sessions: We all get tired from a calendar that’s overcrowded with video call meetings. They also provide you an opportunity to offer tactical coaching tips and invest in your employees’ development.

virtual call center 128

virtual call center Call Center Metrics Coaching 128

SharpenCX

APRIL 28, 2021

Coaching your team leads to better business results. And, when the motel began its growth strategy, he gave her the book he wrote during his tenure as CEO of Rose Video, “ Fast Forward to Success: Business the Johnny Rose Way. Ramp up coaching in your contact center and carve out time to give feedback to your agents daily.

Management 67

Management Coaching Construction Contact Center 67

NobelBiz

FEBRUARY 27, 2024

This not only helps in ensuring compliance with protocols but also provides opportunities for coaching and feedback based on actual performance. This feedback can highlight specific areas where agents excel or need improvement. Use this feedback to make informed improvements.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Toister Performance Solutions

JULY 8, 2021

hours to watch the videos and complete the exercises as a group. Perhaps you asked a friend for a quick tip or watched a YouTube video, but you directed all of your own learning. For example, Customer Service Foundations contains a 3 minute and 17 second video that explains a technique to easily start conversations with customers.

Customer Service 71

Customer Service Coaching Management Accountability 71

BlueOcean

FEBRUARY 25, 2019

For Carol, empowering contact center agents depends upon three key factors: engagement, communication, and feedback. She sees herself as the communication facilitator making sure agents, coaches, and managers and the client are all on the same page to keep all hands-on-deck without sacrificing quality. Providing Agent Feedback.

Customer Experience 116

Customer Experience Coaching Feedback Customer Care 116

SharpenCX

DECEMBER 16, 2020

Think bigger than regular town halls, video chats, and instant messaging. And, how can you share feedback, faster, to help your agents learn from their most recent interactions? We talk about coaching. That’s because the best managers are great coaches. Put coaching at the top of your priority list.

Management 76

Management Customer Service Coaching Contact Center 76

SharpenCX

MARCH 18, 2020

Use video conferencing for coaching sessions and team meetings. Hop on a video call for your 1:1 coaching sessions, too. Being present with your agents and letting them see your expressions as you share feedback is crucial to keeping communication crystal clear. Video eliminates the barrier of distance.

Call Center 94

Call Center Morale Coaching Cloud contact 94

TeamSupport

AUGUST 26, 2020

When B2B companies were asked to state the single most exciting opportunity for 2020, the number one response was customer experience (or CX), beating content marketing, video marketing and social!* Track trends and service issues to get to the root cause and identifying areas where more training or coaching is needed.

B2B 98

B2B Customer Support Coaching Metrics 98

UJET

MAY 19, 2020

No one likes to sit and watch videos and then answer a set of questions for hours. Leveled Training and Targeted Coaching. Live Agent Training with Video. Live training gives supervisors the opportunity to coach agents through unknown situations. Interactive Training.

Scripts 82

Scripts Best practices Coaching Education 82

JustCall

JANUARY 31, 2023

Powered by AI, Dialpad doubles up as a unified communications platform that offers text messaging, VoIP calling, and video conferencing tools. Call Intelligence – Make the best use of IQ to sketch out the best pitches, real-time conversation insights, and coaching with conversational intelligence. 323/SIP room systems.

voip 52

voip Enterprise Interactive Voice Response CRM 52

CX Accelerator

JUNE 8, 2020

Conduct ethnographic testing. ,, This video response from ,, Ben Motteram , Principal at CXpert, provides a couple of unique ideas for listening to the voice of the customer. As he points out, “The customer isn’t actually using their voice to provide feedback.” It’s important to both respond and take their feedback to heart.

Surveys 182

Surveys Contact Center Consulting Consulting 182