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. But statistics show that with sales coaching, sales teams are able to attain 91% attainment of sales quota. So, are you tapping into coaching for your sales reps?

Coaching 86

Coaching Sales Scripts Construction 86

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

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. Technology and data abound in contact centers but often aren't leveraged to their full extent.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

Vistio

OCTOBER 7, 2024

Agents might learn about different customer types, processes, or technologies without understanding how these elements connect within the larger workflow of the contact center. Interactive videos, quizzes, peer-learning groups, and personalized coaching can help cater to a broader spectrum of learning needs.

Contact center software 52

Contact center software Coaching Contact Center Technology 52

TechSee

MARCH 7, 2023

As part of our Women’s History Month and International Women’s Day initiatives, we asked our own TechSee Super Women to highlight some of the amazing leaders in the technology, service, and support industries who inspire them, have helped grow their careers, or simply deserve to be celebrated for being awesome.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

CCNG

OCTOBER 6, 2020

Strategy #1: Ensure technology supports your intentions There is no doubt that working remotely requires a specific set of technology assets and unique skills. Spend a quick moment to identify what your intention is, then find a technology or app that supports that. Yep, I’m guilty of all these virtual leadership sins!

CCNG 195

CCNG outsourcing Surveys Coaching 195

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. Set up user groups in your contact center to decide who specializes on specific customers or issues.

Contact Center 128

Contact Center Coaching Metrics Employee engagement 128

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. Include workshops and group activities as much as possible! Still have questions about call center training? What is Call Center Training?

Call Center 141

Call Center Contact Center Coaching Gamification 141

24-7 InTouch

AUGUST 1, 2024

Winnipeg, MB – August 1, 2024 – IntouchCX, a global leader in contact center and technology solutions, has announced that it has been recognized as a Major Contender in Everest Group’s Conversational AI Products PEAK Matrix® Assessment 2024.

Coaching 59

Coaching Employee engagement Technology Engineering 59

CSM Magazine

FEBRUARY 7, 2024

In a new sponsorship agreement with Sabio Group, the digital experience transformation services specialist, Busby has invested in innovative Veo camera technology to help analyse and improve player performance. “We are very aware, also, of our responsibilities to the local communities that surround our many global offices. .

Coaching 52

Coaching Analytics Technology Customer Experience 52

Vistio

JULY 22, 2024

However, as many recent AI failures in customer service have illustrated, the technology is not without its challenges and risks. Group and Individual Assessments for Trainers Use AI-powered assessment tools to evaluate both individual and group performances.

Contact Center 52

Contact Center Coaching Feedback Metrics 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

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

Fonolo

MAY 27, 2021

Similar to how call-back technology makes agents’ work easier , clear and concise survey questions make it easier for agents to complete the survey. TIP: You can significantly reduce agent overwhelm and high call volumes with call-back technology. This question helps you assess a need for greater group engagement.

Call Center 136

Call Center Surveys Coaching Best practices 136

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. In addition, Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 252

Customer Service Chief Customer Officer Contact Center Consulting 252

RapportBoost

OCTOBER 7, 2018

Oct 8, 2018 – RapportBoost , a Los Angeles based technology company that provides augmented intelligence solutions to contact centers using live chat for conversational selling , will lead 3 Interactive Discussion Group discussions focused on live chat agent training and feedback from 11:00 a.m. to 12:50 p.m. RapportBoost.AI

Average Handle Time 63

Average Handle Time Contact Center Coaching Feedback 63

COPC

MARCH 11, 2024

What does the coaching process look like? Do managers have the bandwidth and tools/processes to prepare for coaching conversations and give meaningful feedback? Coaching Features: Are there AI-driven insights for managers that significantly reduce administrative tasks, allowing for focused coaching and automated action plans?

Call Center 99

Call Center Gamification Coaching Employee engagement 99

The Northridge Group

MARCH 28, 2022

Let’s discuss how The Northridge Group helped one healthcare client harness the power of advanced analytics to drive operational efficiencies and a more effortless experience for their customers and contact center associates, leading to significant improvements in First Call Resolution (FCR). Impactful Results. To learn more, contact us.

Healthcare 128

Healthcare Analytics Contact Center First call resolution 128

The Northridge Group

JULY 20, 2023

However, as AI and other emerging technologies evolve to support associates and handle the more transactional issues, traditional productivity metrics have evolved as well. The Northridge Group needs the contact information you provide to us to contact you about our products and services.

Contact Center 128

Contact Center Abandon rate contact center associations Metrics 128

CX Accelerator

DECEMBER 31, 2018

We have the very best and newest technology, hire the perfect “on-paper” resumes, and have the budget of King Tut, but without a healthy, positive working culture…these things are essentially meaningless. From Jeremy Hyde: How do your leaders calibrate on what they “coach” on and how/when they approach it? "Hey, get back to work!

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Taylor Reach Group

APRIL 14, 2021

This approach can allow organizations to eliminate some of the more challenging and problematic elements associated with WFH, including hiring, coaching, training, mentoring, sustaining culture, and engaging front-line staff. This will require investment in online tools and technologies.

Contact Center 152

Contact Center Coaching Consulting Consulting 152

CSM Magazine

OCTOBER 24, 2023

2023 ONE Award Winners Brand Guardian: Support Services Group The ‘Brand Guardian’ , safeguarding and enhancing the brand, was awarded to Support Services Group. A new approach to scheduling, synthesized into a singular number, reflected a transformative use of technology.

Coaching 52

Coaching Analytics Customer centricity Contact Center 52

CSM Magazine

MAY 23, 2023

In this interview, Jennifer explains the importance of listening to your customer service advisors and arming them with up-to-date CX technology. ARM ADVISORS WITH THE MOST UP-TO-DATE TECHNOLOGY Arming agents with the most up to date technology is critical for them to provide good customer service. Watch the full video here.

Customer Experience 52

Customer Experience Coaching Technology Customer Service 52

Integrity Solutions

AUGUST 24, 2022

The introduction of new technology and tools, combined with a shift away from face-to-face and drop-in visits to tightly planned Zoom meetings, has permanently changed the selling landscape. What they don’t always recognize is that it’s something that can be developed through effective training and coaching.

Sales 85

Sales Coaching Calibration B2B 85

TechSee

AUGUST 14, 2023

Follow on LinkedIn Charlie Mitchell, Senior Editor at CX Today Charlie is an award-winning magazine editor, with vast experience in writing about technology, customer service, and much more. He regularly advises companies on topics such as contact center sales skills, coaching skills, and handling irate customers.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Balto

JUNE 12, 2023

Figure 2: Agent vs. Managers & Leaders Rankings of Onboarding Tools and Tactics Unlike group training, 1-on-1 training requires more attention from the learner. A good place to start is by simply reducing the size of your training groups. Agents need 4+ coaching sessions before they can fully implement a new skill.

Contact Center 52

Contact Center Coaching Gamification Upselling 52

CSM Magazine

SEPTEMBER 13, 2024

Training and development initiatives are crucial for several reasons: Skill Enhancement : In a rapidly evolving technological landscape, the relevance of today’s skills can quickly diminish. eLearning : Online courses provide flexibility and can be cost-effective for large groups. Encouraging feedback during and after sessions.

Morale 52

Morale Metrics Feedback Coaching 52

TechSee

OCTOBER 10, 2019

Group effort. Network judgment climates emerge when contact center leadership fosters a culture of collaboration, allowing agents to make decisions based on group discussion and guidance. Implementing new techniques and technologies can have a rapid and dramatic effect on company climate. Success breeds success.

Contact Center 118

Contact Center Wireless Scripts Average Handle Time 118

The Northridge Group

JUNE 18, 2024

Voice Biometrics in the Contact Center Voice biometrics is a technology that analyzes various aspects of a person’s voice, such as vocal cavity shape, pitch, and dialect, for authentication purposes. In the contact center industry, this technology offers faster and smoother customer experiences along with enhanced security.

Contact Center 119

Contact Center Banking Accountability Technology 119

Fonolo

AUGUST 17, 2021

With the latest call center technologies, identifying and measuring Key Performance Indicators (KPIs) is a breeze. From seminars and videos to group training and one-on-one coaching sessions, there is no excuse to slack on agent training. Use and evaluate your technology. But having the technology isn’t enough.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

ShepHyken

DECEMBER 23, 2022

This week, we feature an article by Mitel , a company that works with teams by supporting their communications and technology needs so that they can provide the best customer experience possible. This was straightforward, but now unified communications (UC) technology is more than just IP phones and simple features like live chat.

Surveys 176

Surveys Education Enterprise Technology 176

The Northridge Group

JANUARY 26, 2023

Invest in Customer-Friendly Technologies After major or minor health events, members are focused on solving their own problems and on how an insurance provider can help. Investing in knowledge management technologies that arm associates with accurate information offers a means of indirectly improving Medicare star rating numbers.

Healthcare 128

Healthcare Coaching Contact Center Management 128

Callminer

AUGUST 1, 2017

Make onboarding & ongoing coaching as stellar as possible. Have the best technology – Finicky technology that makes day-to-day functions difficult, adds to the frustration and takes up far more time and man-power than most realize. So much of contact center efficiency hinges on using the right technology.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Talkdesk

MAY 11, 2020

With a deep technology background and intimate understanding of the contact center space, our team at Observe.AI How should contact center leaders talk about performance and coach teams? If you don’t have time to meet with agents one-on-one, try organizing small group discussions with ring groups or regions, also known as huddles.

Coaching 88

Coaching Contact Center Morale Analytics 88

ShepHyken

FEBRUARY 9, 2018

Not only will it solve your content reach and trust issues, you’ll also get the best customer service team in the world – a group of loyal and highly-engaged employees. Train your sales team using the right technology. Leveraging employee advocacy is like killing two birds with one stone.

Customer Service 386

Customer Service Morale Sales Coaching 386

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 12, 2023

By tracking the right metrics and using smart technology, you can keep a close eye on your agents’ success and productivity — without becoming Big Brother in the process. But when teams are remote, you have to go a step further and employ the right technology to help. Giving Feedback and Recognizing Agent Successes.

Quality management 69

Quality management Coaching Contact Center Metrics 69