Fonolo

AUGUST 29, 2018

You should consider onboarding, continuous training, career development, work-life balance, rewards and recognition, and soliciting feedback. Dealing with difficult situations needs to be a dominant component of all customer service training and coaching.”. White Paper: CX Trends You Need to Watch in 2018.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

Vonage

FEBRUARY 13, 2017

Although surveys are currently the number one method businesses use for measuring feedback, speech analytics provides much more insight around the customer experience. If surveys are the main method for measuring customer feedback, focus groups are the favoured technique for finding out what they want.

Analytics 53

Analytics Customer Service Scripts Surveys 53

Callminer

MAY 11, 2020

Ongoing training and coaching are equally important to ensure that your employees are equipped with the skills and knowledge they need to do their jobs effectively. And, coaching sessions provide an ideal opportunity for managers to check in with their agents or employees to get their feedback on how things are going from their perspective.

Management 273

Management Customer Experience Customer Service Coaching 273

Serenova

MARCH 7, 2019

We know many of you have read our blog posts, downloaded a white paper or even checked out one of our data sheets, e-books or articles in the updated resources section of this website. And we can show you how you can provide agent feedback and coaching through a unified interface. Enterprise Connect is your chance.

Enterprise 40

Enterprise Cloud contact Contact Center contact center solutions 40

ShepHyken

JUNE 29, 2020

CustomerGauge) In this eBook, we’ll discuss the four steps within this new model and summarize findings from our white paper that will help you capitalize on customer feedback and grow your bottom line. The Definitive Guide to Monetized Net Promoter by Sarah Frazier. This report will help you learn how to monetize the score.

Customer Service 31

Customer Service Coaching Consulting Consulting 31

Callminer

APRIL 23, 2019

A Contact Center World white paper on security and PCI compliance in cloud-based contact centers offers an example of how this might work: ‘A sales representative might be able to view customer details, but they may not be able to update or delete them. An often-used subjective measure of ‘quality of service’ is call scoring.

Best practices 159

Best practices Call Center Banking Contact Center 159

Fonolo

MAY 7, 2015

So, why not use them as a means of providing feedback? Connect to Get Honest Agent Feedback. It can often be difficult for call center supervisors to get open and honest feedback about new processes or technology—or even new people. Coach and Teach, Don’t Preach. Talk to Your Support Agents.

Call Center 126

Call Center Management Contact Center Coaching 126

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

Comm100

MAY 31, 2016

” – Marilyn Suttle, success coach and customer service expert. Blog, reports, and white papers. Taking their feedback into account will help you identify weaknesses that could be strengthened, which helps you prevent future customers from dissatisfaction. Ask for feedback. They’ll just walk away.”

Customer centricity 42

Customer centricity Self service Chatbots Feedback 42

Fonolo

JANUARY 14, 2020

Kate Nasser — also known as ‘The People Skills Coach’ — has been helping Fortune 500 leaders become more dynamic and inspirational for the past 25+ years. . Nice Reply is a nifty little feedback gathering software with a fun, interesting, and beautifully-designed blog. Kate Nasser. Nice Reply.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Noble Systems

JANUARY 30, 2019

After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying. Effective agent training and coaching have been a top priority for contact centers for a long time. Leverage Gamification for Soft Skills Development.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

Noble Systems

JANUARY 21, 2019

In addition, there are two segments that span the entire hierarchy – manage, forecast and analyze; and develop, coach, onboard and motivate. Develop, Coach, Onboard, Motivate. Gamification can be instrumental in getting new contact center sales agents up to speed on everything they need to know to be successful right from the start.

Gamification 61

Gamification Sales CRM Contact Center 61

Noble Systems

JANUARY 21, 2019

In addition, there are two segments that span the entire hierarchy – manage, forecast and analyze; and develop, coach, onboard and motivate. Develop, Coach, Onboard, Motivate. Gamification can be instrumental in getting new contact center sales agents up to speed on everything they need to know to be successful right from the start.

Gamification 52

Gamification Sales CRM Contact Center 52

Noble Systems

JANUARY 30, 2019

After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying. Effective agent training and coaching have been a top priority for contact centers for a long time. Leverage Gamification for Soft Skills Development.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

Avaya

JANUARY 29, 2019

Automated Quality Management – Automate the entire quality management process, from scoring evaluations to assigning coaching. Coaching – Out-of-the-box workflow for scheduling, delivering and tracking coaching. eLearning – Deliver coaching lessons and training to agents directly to their desktop.

Customer Experience 67

Customer Experience Coaching Contact Center Quality management 67

NICE inContact

NOVEMBER 9, 2018

Consider a quality management solution that will let you observe agents as they interact with customers and allow you to score interactions using a standardized evaluation form and to provide systematic coaching and teaching. Consider using feedback tools that let your customers talk back. We live in a digital world.

Contact Center 49

Contact Center Contact center software Benchmark First call resolution 49

Callminer

MARCH 6, 2020

While technology such as automated scorecards , speech analytics , and other tools enable managers to monitor agent performance objectively, customer service managers must be highly organized and have the ability to provide constructive feedback to motivate their teams to achieve continuous improvement. Zakiyah Toor is a Freelance Writer.

Management 207

Management Customer Service Consulting Consulting 207

Callminer

MARCH 6, 2020

While technology such as automated scorecards , speech analytics , and other tools enable managers to monitor agent performance objectively, customer service managers must be highly organized and have the ability to provide constructive feedback to motivate their teams to achieve continuous improvement. Zakiyah Toor is a Freelance Writer.

Management 182

Management Customer Service Consulting Consulting 182

Comm100

APRIL 26, 2020

Shortly thereafter I received some coaching from Jeff Toister and Annette Franz on how to get an CX initiative off the ground and I’ve been hooked ever since! You mention that a lot of data that comes into organizations on a daily basis gets disregarded because it comes into the company in the form of unstructured organic feedback.

Customer centricity 52

Customer centricity Real estate Feedback Chief Customer Officer 52

Comm100

OCTOBER 11, 2017

White Paper] The Guide to Becoming a Top Performing Live Chat Operator. Being organized will also help you down the line, as you develop training protocol, implement shared responsibilities and create a feedback loop. Create a Feedback Loop. Well-trained operators mean better customer satisfaction. Create a Team.

Customer Service 46

Customer Service Customer Care Morale Marketing 46

Callminer

NOVEMBER 18, 2020

If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance. Leverage customer feedback mechanisms to monitor performance, shape policy and guide strategy (e.g., Voice of the Customer, CSAT, NPS and Customer Advisory Boards).

Contact Center 345

Contact Center Call Center Gamification Wait times 345