CSM Magazine

JUNE 27, 2023

With Zenarate AI Coach, customer and prospect-facing agents master the skills necessary to succeed in their role before their first live interaction. Just like human-to-human role play, Zenarate coaches agents on tone, soft skills, and best and required practices throughout their role-play simulation.

Coaching 59

Coaching Telecommunications Healthcare First call resolution 59

Callminer

APRIL 21, 2020

The role of a call center manager is complex and challenging. Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. Ben Winter.

Call Center 182

Call Center Management Scripts Coaching 182

JustCall

JULY 29, 2021

It involves a continuous practice of coaching sales teams. In fact, sales coaching plays a role in raising a high-performing team of sales reps. Missed sales quotas can be a source of chagrin for managers. But statistics show that with sales coaching, sales teams are able to attain 91% attainment of sales quota.

Coaching 86

Coaching Sales Scripts Construction 86

Contact Center Pipeline

FEBRUARY 2, 2015

Despite the critical role that they play in employee satisfaction and retention, frontline supervisors often are not provided with the training on how to drive engagement through coaching.

Coaching 100

Coaching Management Employee engagement Feedback 100

Playvox

JULY 31, 2023

When thinking about workforce management (WFM), often people think of forecasting and scheduling. Much of a team leader’s time is taken away from their key role of providing coaching and development to their people when they have to get involved in manual, immediate, repetitive, and cumbersome tasks like leave approval and shift swaps.

Self service 85

Self service Management Coaching Contact Center 85

CCNG

APRIL 19, 2023

They are a careless and lackluster team with a sarcastic coach who grows frustrated with the responsibility to produce a respectable team. This approach will allow supervisors to effectively and efficiently manage their teams. The team will have confidence their supervisor is managing with integrity and fairness.

Contact Center 195

Contact Center CCNG Coaching Call Center 195

The Northridge Group

AUGUST 14, 2023

Additionally, contact centers must invest in streamlined and high-quality employee onboarding, continuous skill development, and coaching. The Northridge Group needs the contact information you provide to us to contact you about our products and services.

Contact Center 92

Contact Center Coaching Morale contact center associations 92

JustCall

MARCH 13, 2023

For many sales managers, sales coaching techniques are either too difficult to execute or too complicated to achieve. But if executed strategically, they can turn out to be the difference between an average sales manager and a high-performing one. Here are 5 sales coaching techniques worth a try.

Coaching 40

Coaching Sales Feedback Metrics 40

The Northridge Group

APRIL 15, 2024

In our 3-part series: People, Process, & Technology — and the Intersection of AI, we have asked industry leaders in technology, people and process management to explain what AI is, what it isn’t, and how it can be a benefit (and a curse) in each area. It means your supervisors must be talking to their team regularly.

Technology 122

Technology Brand ambassadors Contact Center Multichannel 122

Taylor Reach Group

APRIL 23, 2021

When your contact center manager leaves, or you create a new management position, you should always look for a long-term replacement, right? While a long-term replacement is often the right move, sometimes it’s better to transition with an interim manager. Why not simply hire the long-term manager right away?

Contact Center 123

Contact Center Management Consulting Consulting 123

Taylor Reach Group

MARCH 18, 2021

Global Senior Manager, Consumer Response. In your role as Global Senior Manager, Consumer Response, you will be part of our success by: Developing and delivering a roadmap for responding to incoming consumer inquiries, concerns and messages, providing leadership and ongoing management for a best-in-class consumer experience.

Management 129

Management Best practices Coaching Education 129

Balto

JULY 12, 2022

As we continue our series into Key Performance Indicators (KPIs) for contact centers, we’re turning our attention to managers and supervisors. But what about our managers? These are the folks that keep our operations running smoothly: training and coaching our agents, and working to improve overall customer satisfaction.

Management 52

Management Coaching Contact Center Average Handle Time 52

COPC

JUNE 9, 2023

If you’ve been following along, you already know the incredible value that a balanced scorecard brings to performance management. Agent Scorecards Now, let’s explore agent scorecards crucial in coaching, development and staff engagement. These scorecards serve as a valuable tool during monthly coaching sessions with agents.

Management 52

Management Coaching Metrics Average Handle Time 52

ShepHyken

APRIL 8, 2020

You can survey customers over the phone, via email, in focus groups and more. In addition to being a great speech coach, Patricia is also a dynamic keynote speaker. In fact, once a month, the general manager of the property where you stayed comes down to the depot and has coffee with the drivers. He responded, “Oh yes!

Coaching 309

Coaching Feedback Customer effort Surveys 309

Kapta Customer Success

MARCH 11, 2019

It doesn’t matter if you’ve been a key account manager for a decade or two or are new on the job; everyone can improve. To be a successful key account manager well into the future, you need a proven track record of helping your customers grow their accounts through the products and services your company offers. Jenny Plant.

Coaching 53

Coaching Accountability Management Consulting 53

COPC

APRIL 1, 2022

Customer experience management platforms Artificial Intelligence (AI) tools like Nexcom’s RevealCX Boost (1) offer customer experience departments innovative ways of efficiently collecting data. QA primarily evaluates agent performance and provides information for coaching. Certain QA practices have come into question.

Customer Experience 96

Customer Experience Management Coaching Best practices 96

Steve DiGioia

SEPTEMBER 12, 2016

Business flows as needed and management is less structured. The director, or senior management, sets the tone for all to follow. They guide you through your actions, coach you when you stumble and give praise when rewards are due. If management rules like the kindergarten teacher can we imagine a much different outcome.

Management 214

Management Scripts Coaching Accountability 214

ChurnZero

DECEMBER 9, 2021

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. With this simple tactic, CSMs can maximize Promoter conversations, address Detractor concerns, and manage everyone in-between. Q&A Recap.

Coaching 52

Coaching Surveys Feedback Consulting 52

NICE inContact

JUNE 19, 2019

Headquartered in Richardson, Texas, Fossil Group is an American fashion designer and manufacturer of distinctive watches, wallets, handbags, accessories, and wearables for a variety proprietary and licensed brands. With CXone, however, Fossil Group finally was able to view all its performance data on one unified platform.

Contact Center 54

Contact Center Coaching Call Center Enterprise 54

Calltools

MAY 27, 2020

Call scoring is like an NFL game, where your sales agents are players and you’re the coach. Like linebackers or wide receivers, each agent has a unique role to play in winning the game; you are the coach that helps your team grow and function well together. Don’t drop the ball! What is Call Scoring, Exactly?

Coaching 52

Coaching Government Scripts Metrics 52

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. Here we’ve identified the 13 most essential qualities to consider when hiring a CS manager. What Is a Customer Success Manager (CSM)? What Is a Customer Success Manager (CSM)?

Management 90

Management Upselling Coaching Best practices 90

NICE inContact

SEPTEMBER 15, 2016

Every contact center manager wants a team of agents that perform at optimum levels. While building a strong group dynamic is important, managers must also nurture individual team members with helpful guidance. As many managers know, there’s an art to delivering constructive feedback to employees. Keep It Confidential.

Coaching 87

Coaching Call Center Construction Contact Center 87

CCNG

NOVEMBER 9, 2022

The warp-speed migration to work-from-home complicated things further—IT and operations management continue to augment processes and technologies to support an evolving landscape of remote and hybrid teams. Use game mechanics as a core component of your performance management and employee engagement strategy.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

CCNG

FEBRUARY 14, 2024

Recently, it became obvious to me that the definition of knowledge management has also evolved—and in a big way. It seemed that in these busy times, the training manager would ask if the minimum test scores for new hires could be lowered so that we could get them on the floor more quickly and meet our staffing requirements.

Contact Center 195

Contact Center At home agents Coaching Management 195

ShepHyken

MARCH 10, 2021

I was recently interviewed by Yigal Adato for his mastermind group, all entrepreneurs and owners of pawnshops. In addition, leadership and management must defend the culture. We were discussing how important it is to “bake” customer service into the culture.

Coaching 383

Coaching Customer Service Personalization Management 383

ShepHyken

FEBRUARY 22, 2022

They are afraid they will get punished if they do something wrong or if they say something that may be viewed as negative toward their manager. ” We have a cultural problem where employees are afraid to speak up. We have to put them at ease so they know it is okay to speak up. That makes a world of a difference.”

Coaching 309

Coaching Personalization Customer Service Management 309

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

DMG Consulting

MAY 8, 2023

The Transformation of Workforce Engagement Management By Donna Fluss View this article on the publisher’s website. Last year was an excellent one for sales of workforce optimization/workforce engagement management (WFO/WEM)-related systems and applications.

Management 62

Management Enterprise Analytics Contact Center 62

NICE inContact

OCTOBER 29, 2019

Radisson Hotel Group had emerged as a leading global hospitality company and one of the world’s largest hotel groups. Ultimately moving to NICE inContact’s unified CXone cloud CX platform and its contact center software solutions would be pivotal for Radisson Hotel Group.

contact center solutions 48

contact center solutions Contact Center Abandon rate Business Process Outsourcing 48

SharpenCX

JUNE 23, 2020

Download Now: Unleash your agents’ strengths and talents with 7 methods to get real about coaching. It only takes a few pop culture references that you don’t understand to feel alienated from the rest of your group. So, what can you do as a manager to step outside of your own generation’s experiences? Here’s two ways how. #1:

Management 76

Management Call Center Coaching Contact Center 76

TechSee

MARCH 7, 2023

Taksina Eammano, EVP & GM Field Service, Salesforce – Taksina is leading the conversation in applying AI and workflow to manage cost and improve field service outcomes while improving customer experience in the SFDC Field Service Customers. We were excited to see her leading the conversation at MCW23 last week.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

Fonolo

JANUARY 31, 2023

Instead, it’s helpful to think of it as regular part of your workforce management. 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. Include workshops and group activities as much as possible!

Call Center 141

Call Center Contact Center Coaching Gamification 141

Playvox

FEBRUARY 13, 2024

As a contact center leader, the top agents you hire, train, and manage are the clutch players. Each group, or individual agent, may need a slightly different approach, but there are best practices for talent development initiatives that will deliver dependable benefits. Consider allowing high-performing agents to coach peers.

Contact Center 88

Contact Center Gamification Coaching Feedback 88

The Northridge Group

APRIL 22, 2024

In our 3-part series: People, Process, & Technology — and the Intersection of AI, we have asked industry leaders in technology, people and process management to explain what AI is, what it isn’t, and how it can be a benefit (and a curse) in each area. You’re a CSR, and there’s so much you hate about your job. Reply better!

Technology 76

Technology Coaching outsourcing Customer centricity 76

Playvox

DECEMBER 15, 2021

Workforce management has a lot in common with team sports. They both come with coaches, leaders who motivate the team to do their best work. As with team sports, workforce management thrives when team members are engaged and encouraged to perform. Underlying these many benefits are feature-rich workforce management tools.

Management 52

Management Customer advocacy Coaching Employee engagement 52

Balto

NOVEMBER 2, 2022

Working to manage a call center has many moving parts and can often create a feeling of drinking from a firehose for those who are newer to a managerial role. Perhaps you’re already in call center management or an agent aspiring to work your way up and are seeking to learn more about what all is involved.

Call Center 52

Call Center Management Average Handle Time Gamification 52

Mindtouch

JULY 29, 2019

Group Comparison. An individual to help inform coaching sessions. A group to see how the users within a specific group are performing. Group Comparison report. Especially in larger organizations, multiple groups contribute content to the site, and for different purposes. User Comparison.

Analytics 94

Analytics Metrics Management Coaching 94