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

Beyond Philosophy

FEBRUARY 29, 2016

As the great philosopher and famed baseball coach Yogi Berra once said, “It’s tough to make predictions, especially about the future.” The post Industry Secrets Leaked – Predicting Customer Behavior! Well said. I would add that making predictions about your future behavior tends to be even tougher!

Coaching 279

Coaching Consulting Consulting Customer Experience 279

CSM Magazine

APRIL 20, 2023

Zenarate, the leading Simulation Training solution, today announced that Startek, a global customer experience (CX) solutions provider, is using its AI Coach to provide immersive training to its contact center teams. Zenarate AI Coach is the “flight simulator” for customer and prospect engagement.

Coaching 59

Coaching Telecommunications Best practices Healthcare 59

Integrity Solutions

JUNE 23, 2020

And everyone knows that in a fast-moving industry like, for example, SaaS , you have to dive in and figure it out. Beyond Management 101, Sales Coaching Builds Company Culture. And there’s one specific management responsibility that can unlock all three: coaching. Why Tech Sales Managers Need To Understand Coaching.

Coaching 87

Coaching Sales Management Employee engagement 87

CCNG

JANUARY 10, 2024

As the contact center industry looks toward ChatGPT and other emerging technologies, the positive possibilities seem endless. Audits happen on a regular basis in regulated industries. The supervisor that coaches the agent will listen to that same call and will check for accuracy in the information that the agent offers to the customer.

Technology 195

Technology CCNG Coaching Contact Center 195

Steve DiGioia

SEPTEMBER 16, 2016

As an industry, real estate, and property management in particular, is often viewed by consumers as being very “old school” and “behind the times”. BF : Property Management is renowned as a transient, high turnover industry with burnout a common problem. ► Interested in writing a guest post and be published here? Click to find out how.

Real estate 257

Real estate Customer Experience Journey mapping Employee engagement 257

JustCall

MARCH 22, 2022

It involves continuous efforts to coach and better sales teams. Sales coaching plays a key role in raising a high-performing team of sales representatives. But statistics show that with excellent sales coaching, sales teams can attain 91% attainment of sales quota. So, are you tapping into coaching for your sales reps?

Coaching 52

Coaching Sales Scripts Construction 52

CX Global Media

JUNE 26, 2018

I met with Justin Robbins at the Contact Center Expo and we shared some observations with each other on what is going on in the industry. Of course, we were unable to avoid discussing what’s going on with Artificial Intelligence in Contact Centers and what affect it is having – and may have on our industry. What do you think?

Contact Center 180

Contact Center Coaching Scripts contact center solutions 180

CSM Magazine

DECEMBER 8, 2021

Headquartered in Silicon Valley, Zenarate’s AI Coach is supporting the world’s largest brands to deliver 30-60% KPI lift. Zenarate’s AI Coach simulates any customer engagement scenario immersing customer-facing team members in real-life conversations while providing real-time coaching. About Zenarate.

Coaching 52

Coaching Contact Center Healthcare Scripts 52

SharpenCX

MARCH 25, 2021

The trend we once saw as an industry outlier is here to stay. But how can you effectively coach and improve the performance of a dispersed workforce? And using data from real customer conversations gives you the context you need to effectively coach your team. 3 Ways to Use Speech Analytics to Improve Your Call Center Coaching.

Coaching 67

Coaching Analytics Call Center Quality management 67

Fonolo

OCTOBER 20, 2020

Read the Full Report, FREE: Download The State of the Contact Center in 2020 Industry Report. We sought out industry experts and leaders far and wide and asked them how Contact Centers — and the CX industry as a whole — fared in the first few months facing COVID-19. Kate Nasser, The People Skills Coach, katenasser.com.

Contact Center 126

Contact Center Coaching Education Analytics 126

Nicereply

JUNE 25, 2020

A QA program’s value is maximized by collecting data that allows a company to drive change at the business level while also offering meaningful coaching opportunities for individual contributors. The post How PartnerHero Maintains Industry Leading Support Quality [Podcast] appeared first on Customer Happiness Blog.

Coaching 105

Coaching Accountability Management Customer Support 105

ChurnZero

JANUARY 4, 2024

New technologies, best practices, and strategies, combined with an industry-wide drive for sustainable, profitable growth, have made CS teams the revenue-building stars of every SaaS organization. We asked ChurnZero’s industry network of CS experts to weigh in. ” How do other industry experts see customer success goals evolving?

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

CSM Magazine

FEBRUARY 1, 2022

Calabrio, the customer experience intelligence company, today announced its new coaching solution for agent performance management, Calabrio Performance Coaching. Identifying individual or team skill gaps allows leaders to better offer coaching and support to agents that need it.

Coaching 52

Coaching Gamification Customer Service Quality management 52

Aspect

AUGUST 14, 2017

Love him or hate him, few football fans will contest the savvy of New England Patriots head coach Bill Belicheck. Clearly, the franchise is more than the sum of its parts and, ultimately, the team’s success must in some part be credited to the structure, discipline, and routine that comes from Belicheck’s coaching.

Coaching 110

Coaching Contact Center Employee engagement Customer Service 110

CSM Magazine

JUNE 28, 2022

AI Coach helps contact center leaders develop top-performing customer-facing teams with AI Conversation Simulation. Zenarate AI Coach helps leading brands develop top-performing customer-facing teams through AI conversation simulation. Zenarate’s AI Coach is used worldwide every day in over a dozen countries, including the U.S.,

Coaching 52

Coaching Contact Center Healthcare Scripts 52

CSM Magazine

DECEMBER 21, 2022

Some industries have higher turnover rates than others. For instance, some segments of the customer service industry have an attrition rate of 50%. This can be achieved by encouraging customer service agents to attend training and coaching for sales teams. There are many factors that can affect the turnover rate.

Customer Service 52

Customer Service Customer Care Sales Coaching 52

Balto

MAY 18, 2022

Louis, MO — Balto, the #1 real-time guidance platform for contact centers, announces Industry Intelligence Playbooks, giving customers immediate access to proven conversation best practices that drive conversions, shorten time to value, and rapidly bring conversation excellence to scale. No one else is doing that. Lazy AI is post-call.

Best practices 52

Best practices Contact Center Coaching Engineering 52

CSM Magazine

FEBRUARY 17, 2022

Arguably, in 2021 the industry experienced a seismic shift. If you are coaching someone on how to do something, or helping them get set up, it is best done by a human who can provide authentic responses. After establishing several businesses in the contact centre industry, Roger co-founded Limitless with Megan Neale in 2016.

Customer Service 98

Customer Service Chatbots Customer Care B2B 98

Integrity Solutions

APRIL 8, 2024

Exacerbating this issue is the fact that sales training and coaching doesn’t always help salespeople with these internal motivation issues. But that doesn’t mean you can’t develop and coach around these inner factors. Product knowledge and sales tactics are important, but they’re simply not enough.

Sales 77

Sales Coaching Personalization Surveys 77

Balto

OCTOBER 25, 2022

In this new edition, the Index provides more granular data on not just an industry level, but a use case level. Within industries, visitors are able to sort data between “Sales” and “Customer Service” use cases to add further color to the associated findings. The Financial Services industry has been added in the new edition.

Coaching 52

Coaching Contact Center Healthcare Best practices 52

aircall

JANUARY 3, 2018

If you’re managing a customer support team, then you’re as much a coach as you are a supervisor. Good coaches make their players better, but great coaches go the extra mile and continue making themselves better as well. Identify Coaching Opportunities. Reward High Performers . How could it not be?

Coaching 86

Coaching Morale Analytics Benchmark 86

Steve DiGioia

DECEMBER 5, 2016

Recently I had the pleasure of interviewing many leaders in the business world and customer service industry. Kate Nasser, The People Skills Coach™ & President of CAS, Inc. I am forever grateful to these industry titans for their willingness to share their expertise today. Kate Nasser.

Customer centricity 264

Customer centricity Metrics Consulting Consulting 264

Integrity Solutions

SEPTEMBER 13, 2018

Coach accordingly… You’ve been coaching one of your salespeople and you think you’ve made good, clear points. It’s like they’re not hearing you during sales coaching sessions. If you’re a sales manager and coach, then you probably know this feeling. She realized she was coaching in the way she wanted to be coached.

Coaching 64

Coaching Sales Personalization Management 64

CX Global Media

JANUARY 15, 2019

In more than twenty years in the contact center industry, improving agent performance has always been a major focus. Melissa is a long-time contact center industry learning and development leader and performance improvement consultant. 4 Types of Behaviors: The Coach’s Preparation Checklist. Coaching Remote Workers Tip Sheet.

Contact Center 304

Contact Center Schedule adherence Coaching Metrics 304

aircall

JANUARY 3, 2018

If you’re managing a customer support team, then you’re as much a coach as you are a supervisor. Good coaches make their players better, but great coaches go the extra mile and continue making themselves better as well. Identify Coaching Opportunities. Reward High Performers . How could it not be?

Coaching 81

Coaching Morale Analytics Benchmark 81

CCNG

JANUARY 25, 2023

That being said, the term Quiet Quitting may have crept into use to help mask the fact that, as a contact centre industry, we’ve not yet cracked how to engage our teams, particularly how to adapt our styles from a ‘bricks and mortar’ leadership approach to leading in a remote and hybrid world.

Call Center 195

Call Center Coaching Employee engagement Benchmark 195

CSM Magazine

JULY 25, 2019

To significantly improve team performance, coaching offers a new role for today’s managers. Good coaching requires day to day engagement with employees to give assistance as needed. They argue that, “a management paradigm based on coaching can readily out-perform a management paradigm based on control.”

Coaching 40

Coaching Feedback Education Management 40

Integrity Solutions

APRIL 8, 2024

Exacerbating this issue is the fact that sales training and coaching doesn’t always help salespeople with these internal motivation issues. But that doesn’t mean you can’t develop and coach around these inner factors. Product knowledge and sales tactics are important, but they’re simply not enough.

Sales 52

Sales Coaching Personalization Surveys 52

24-7 InTouch

APRIL 15, 2021

After more than a full year of BPOs operating contact centers in a 100% virtual environment, there have been some key learnings and takeaways that will continue to impact the customer care industry for years to come. . Employee Engagement.

Contact Center 52

Contact Center Morale Employee engagement Customer Care 52

Integrity Solutions

FEBRUARY 1, 2024

These are universal people principles and behaviors that apply no matter what changes occur or challenges exist in the broader industry and environment. It takes coaching, emotional intelligence, and self-awareness. The key, though—the big secret to sales success—lies in mastering the human elements in sales.

Sales 109

Sales Coaching Scripts B2B 109

CX Journey

JULY 25, 2018

a boutique customer experience strategy consulting firm, has been accepted into the Forbes Coaches Council, an invitation-only community for leading business and career coaches. I am always honored to be recognized for my work, and being invited into the Forbes Coaches Council is truly icing on the cake.

Coaching 35

Coaching Consulting Consulting Customer Experience 35

ShepHyken

DECEMBER 10, 2019

Be there to empower and coach your employees through those bad days. Automation fatigue” is settling in across industries. Quotes: “Model the behavior of your best employees and coach the rest of your employees to that behavior.” – Joel Makhluf. There needs to be a balance between humans and AI.

Coaching 263

Coaching Contact Center Analytics Technology 263

ShepHyken

FEBRUARY 22, 2022

.” About: Stephanie Coradin is the founder of DEMBO Inc , she has over 18 years of experience in providing leadership and development training, and life coaching to individuals and groups from varied industries. Stephanie is an advocate of employee empowerment and dynamic leadership. New York Times ?

Coaching 307

Coaching Personalization Customer Service Management 307

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 99

Technology Brand ambassadors Contact Center Multichannel 99

ChaseData

JANUARY 30, 2019

Consider this: employees in almost any industry and position respond better when they feel instructed and guided , rather than simply talked to by their management staff. If you’re looking to improve the way you manage your contact center, consider taking on the role of coach with your employees and consider your center in great hands.

Coaching 53

Coaching Call Center Contact Center Management 53

CSM Magazine

FEBRUARY 7, 2024

Zenarate AI Coach is the first training platform that virtually improves itself from live call trends and intelligence delivered by the new Call Insights actionable data. ” Zenarate’s AI Coach platform provides customer service agents with a comprehensive and immersive “flight simulator” experience.

Coaching 52

Coaching Contact Center Best practices Analytics 52