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 93

Management Upselling Coaching Best practices 93

Global Response

MAY 1, 2023

Is workforce management really necessary for call centers? The short answer is yes, but if you’re currently swimming in a sea of workforce management softwares, or looking for ways to make your call center processes more efficient, it might seem overwhelming. But first, what exactly is workforce management (WFM)?

Call Center 62

Call Center Management outsourcing Coaching 62

CSM Magazine

MARCH 23, 2016

There is not a manager out there, that doesn’t have a story to tell about the lessons they learned in their first roles of managing people and teams. Many first time leaders are promoted into their first roles, based on competence or technical skills. 7 Downfalls of First Time Managers. Rely on Title.

Time management 45

Time management Management Construction Feedback 45

CustomerSuccessBox

JUNE 8, 2022

The capacity to forecast that a specific customer is at a high risk of churning while there is still time to do something about it is a major new possible revenue generator for any company. We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn!

Management 52

Management Upselling Accountability Metrics 52

JustCall

MARCH 6, 2023

In this article, we will look at 12 strategies and tips on how to improve call center agent performance. Provide regular feedback and coaching Providing regular feedback and coaching to agents can increase agent productivity by helping them identify areas for improvement, set goals, and track progress. Let’s get started.

Coaching 52

Coaching Call Center Scripts Construction 52

JustCall

OCTOBER 19, 2023

About 63.37% of leaders feel making WFH a permanent option should be essential: However, maintaining employee productivity for any contact center manager is near impossible, no matter how much they micro-manage. Time Management Problems: Your remote workers may have gotten used to working in more flexible schedules.

virtual call center 52

virtual call center Sales call center software Scripts 52

JustCall

FEBRUARY 3, 2021

Call center managers are the ringmasters of all operations in a call center. Likewise, sales and customer support managers supervise corresponding agents. In this blog, managers will learn how to turn their agents into seasoned experts at handling customers and prospects with call monitoring. Call Monitoring.

Analytics 98

Analytics Interactive Voice Response call center software Call Center 98

Peter Lavers

FEBRUARY 27, 2018

They learn about a company’s support software, its products and services, and how to communicate and be empathetic in interactions. If you’re not already doing this or you think your training might be a little thin, here’s how to improve. Provide continuous coaching. That’s where coaching comes in. Teach them hard skills.

Customer Service 249

Customer Service Coaching Chatbots Customer Support 249

NobelBiz

FEBRUARY 21, 2023

In tandem, reporting and analytics help managers make data-driven decisions that improve a contact center’s performance and reduce costs. How reporting and analytics improve contact centers Reporting and analytics permit deciders to make well-informed decisions and address inefficiencies in operations.

Best practices 52

Best practices Analytics Contact Center Coaching 52

SharpenCX

FEBRUARY 4, 2020

Download Now: Master your manager skill set with 29 tactics and strategies to better coach agents. An accountant needs to know how to reconcile bank statements, while a software developer doesn’t. They include competencies like how to use certain machines, software, or other tools. Ok, let me backup. Sheesh, that’s a lot.

Call Center 84

Call Center Management Coaching Contact Center 84

aircall

NOVEMBER 22, 2022

This refocusing of priorities has seen operations teams and ops managers, in particular, explore solutions to business challenges that offer streamlined processes and the greatest return on investment (ROI). Start saving 20% of time from the outset. Ops managers are on an endless drive toward efficiency.

Consulting 62

Consulting Consulting Management Metrics 62

CX Accelerator

DECEMBER 31, 2018

Other Actions: Coach your leaders to use the leadership behaviors you'd like to see, taking care to model how you want them to coach their direct reports.Ask your leaders to emulate the service vision when working with employees. You can’t babysit people with the stick and tell them where to be and how to do their jobs.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

JustCall

OCTOBER 25, 2023

From traditional phone calls to online customer resolutions, brands have to manage multiple communication channels and meet customer expectations for each inquiry. These include: Providing training in time management techniques to help agents handle tasks efficiently. Ensure that every issue gets assigned and tracked.

Surveys 52

Surveys Best practices Feedback Metrics 52

ShepHyken

SEPTEMBER 19, 2017

Shep Hyken interviews Judy Hoberman, President of Selling in a Skirt – international speaker, trainer, coach, mentor, and author, who has a passion for customer experience. Featured Interview: Shep and Judy Hoberman discuss how S.K.I.R.T. Featured Interview: Shep and Judy Hoberman discuss how S.K.I.R.T. and K.I.S.S. and K.I.S.S.

Coaching 213

Coaching Time management Customer Experience Customer Service 213

Integrity Solutions

JUNE 29, 2018

Sales Effectiveness Often Starts by Understanding Why Your Sales Managers Still Aren’t Coaching Their Teams. It’s about sales coaching- and sales effectiveness. Sales managers have a stressful job. If it’s so important, why aren’t more sales managers in your organization coaching their people?

Sales 43

Sales Management Coaching Morale 43

NobelBiz

APRIL 18, 2022

Modern customers want immediate and dependable solutions, which means your call center’s efficiency must be at its peak at all times. In this article, we detail all the methods to achieve call center efficiency, in terms of contact center technology, management and performance. How to manage a call center efficiently?

Call Center 52

Call Center Interactive Voice Response Contact Center Gamification 52

Virtual Live Labs

SEPTEMBER 30, 2020

Leaders and employees noticed that the processes of engagement, like training and coaching, just didn’t work anymore. As the weeks and months wore on, many people felt increasingly disengaged with their managers and companies. It’s no wonder contact center managers, supervisors and team leaders are nervous about losing their jobs.

Coaching 130

Coaching Contact Center Employee engagement Accountability 130

Virtual Live Labs

SEPTEMBER 30, 2020

Leaders and employees noticed that the processes of engagement, like training and coaching, just didn’t work anymore. As the weeks and months wore on, many people felt increasingly disengaged with their managers and companies. It’s no wonder contact center managers, supervisors and team leaders are nervous about losing their jobs.

Coaching 130

Coaching Contact Center Employee engagement Accountability 130

NobelBiz

JUNE 19, 2023

. – Brad Butler, Contact Center Software Consultant @ NobelBiz Mastering the Art of Real-Time Monitoring as a Call Center Supervisor Real-time monitoring is an art that, once mastered, opens a new dimension of customer service management. It enables managers to take swift actions for process optimization.

Call Center 52

Call Center Coaching Contact Center Metrics 52

Integrity Solutions

MARCH 9, 2022

Against the backdrop of The Great Resignation, it’s something sales leaders and talent management leaders have to address head on, especially since burnout is now the number one reason people are quitting. It could be a problem with the sales process or time management skills. How to prevent and address sales burnout.

Sales 75

Sales Coaching Multichannel Feedback 75

CSM Magazine

MAY 12, 2022

In this workforce wellbeing management series, we’re bringing a magnifying glass to the current state of the contact centre, the rising stress levels in contact centres, and the action plan required to address them. Performance coaching – ‘out of sight’ should definitely not mean ‘out of mind’. Take a closer look at your systems.

Coaching 59

Coaching Analytics Chatbots Self service 59

Robert Davis

AUGUST 11, 2020

For Supervisors: Coaching Your Work-From-Home Agents for Maximum Results. Davis and Associates ( [link] ) is excited to present three online courses designed to maximize the performance of supervisors, leaders at all levels, and contact center agents in the work-from-home environment. For Leaders at Any Level: Proven Leadership Tactics.

Contact Center 62

Contact Center Coaching Accountability Time management 62

Integrity Solutions

MAY 24, 2023

All the product knowledge, core selling skills, time and CRM management capabilities are far less impactful to the ultimate success of a salesperson than their core attitudes, beliefs, values and motivations. What role will managers play? The most important variable in the success of any salesperson is themselves.

Sales 52

Sales Coaching Accountability Personalization 52

Nicereply

JUNE 21, 2021

As a leader, coaching people to speak up and then acting on what they say will give them confidence in their skills to help your customers thrive. Some of these are very hard abilities to determine at the interview stages, but if you dedicate time to coaching on advocacy, your customer experience will improve.

Coaching 124

Coaching Customer advocacy Technical Support Best practices 124

JustCall

APRIL 4, 2023

So, let’s dive in and learn how to turn every call into a successful sale! ’ It can include a wide range of topics such as product knowledge, sales techniques, effective communication, objection handling, customer service, and time management. What Is Call Center Inbound Sales Training?

Call Center 52

Call Center Sales Inbound sales Upselling 52

JustCall

MARCH 9, 2023

Sales managers can create a game, complete with a full-fledged dashboard having options such as AI-driven quizzes, for instance, and rewards/incentives. This is where sales gamification can turn the table in the sales manager’s favor. This is sales managers need to constantly devise ways to keep the team motivated.

Gamification 52

Gamification Sales Morale CRM 52

Aspect

OCTOBER 19, 2017

We are again focusing on five areas we believe are critical to enable a thriving customer experience center: agent engagement, agent roles and responsibilities, customer experience, workforce management, and interaction management. How do I get more from my agents? How do I manage all this change?

Benchmark 85

Benchmark Interactive Voice Response Gamification Contact Center 85

Toister Performance Solutions

DECEMBER 7, 2017

Managers are often too busy to prepare employees for training or coach them through implementing new skills afterwards. Here's how to know. Scenario 2: Employees don’t know how to use the organization’s new computer system. Will time management training fix the problem? It often doesn't.

Advertising 24

Advertising Coaching Accountability Time management 24

aircall

JANUARY 24, 2022

How to Make a Client Feel Valued. How to Ensure Strong Customer Engagement & Support. It’s often fairly easy to impress customers during the first contact, but how do you make customers feel important every time they contact you? Time management skills. Attentiveness. Clear communication.

Call Center 126

Call Center Best practices call center software CRM 126

Liveops

JUNE 18, 2020

Meanwhile, countless professionals—from physicians to bank tellers, coaches to art dealers—have been forced to learn new ways of working and adopt new mindsets. If you’ve worked as an event planner, you might be well-equipped for a job as a digital production specialist or social media community manager. . Business Management.

Education 62

Education Banking Coaching Personalization 62

SharpenCX

APRIL 15, 2020

Then, there are the times where my brain zips around so much, Luke Skywalker couldn’t reign in my attention with The Force. Download Now: Learn 29 tactics and facts to coach your agents – no matter the circumstances. So, how do you keep agents on track while still giving them some grace? It’s pretty simple.

Time management 106

Time management Call Center Management Coaching 106

Help Scout

JANUARY 20, 2019

My SDG role allows me to spend less time working directly in the queue, and more time conducting coaching calls with our customers. There are a ton of other things I do on a daily or weekly basis that have really upped my skills as a support agent, so let’s dive into how to prepare yourself to become a SDG specialist.

Coaching 40

Coaching Scripts Personalization Consulting 40

CSM Magazine

NOVEMBER 28, 2017

Paddy Coleman at QStory takes a closer look at how intraday automation is the next step-up in contact centre performance. Whether it’s called real-time or intraday management, real-time is back on the contact centre agenda with a vengeance. The need to be as proactive as possible is huge driver in contact centres.

Schedule adherence 40

Schedule adherence Engineering Service level Coaching 40

SmartKarrot

OCTOBER 10, 2023

Preparation Account managers or customer success managers are usually very well aware of all the client required outcomes, current state and others. Yet it is essential to give ample time to QBR preparation as articulating the value, the concerns and helping customer visualize the results is the key.

Accountability 10

Accountability Feedback Metrics Coaching 10

SharpenCX

MARCH 10, 2020

You go through training, get coached to use the company software, and learn to de-escalate situations with angry customers. You learn the products, services, and you know how to answer nearly every question a customer throws at you. And after a year of dedication, you’re promoted to manager of your call center.

Call Center 67

Call Center Management Coaching Metrics 67

Comm100

JUNE 30, 2016

.” With a 4 ½ out of 5 star rating, Customer Service Excellence is a self-paced course that uses interactive drag-and-drop features and active feedback that can help students obtain top-notch customer relationship management skills. Customer Service Excellence: How to Win and Keep Customers by American Management Association (AMA).

Customer Service 58

Customer Service Banking Education Scripts 58

ChurnZero

MARCH 1, 2019

At Degreed he is leading a team of Client Success Managers on a mission to inspire transformative learning practices in companies around the world. He has 15 years of experience, having consulted with multiple Fortune 500 companies like Bank of America, PwC, Microsoft, Waste Management, Symantec, Taco Bell, and Standard Chartered.

Accountability 40

Accountability Banking Coaching Consulting 40