Virtual Live Labs

SEPTEMBER 30, 2020

Leaders and employees noticed that the processes of engagement, like training and coaching, just didn’t work anymore. Yes, there are video conferencing platforms that engage employees for team meetings and coaching, but the brick-and-mortar feeling is gone. Employees have team meetings, round tables and coaching sessions.

Coaching 130

Coaching Contact Center Employee engagement Accountability 130

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

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

ShepHyken

DECEMBER 27, 2021

Magazine) “Embrace customer complaints” is probably a cringe-worthy idea to some of you. Several great strategies are mentioned here, from something as simple as helping to eliminate repetitive tasks to real-time coaching to help manage the interaction between the agent and the customer.

Customer Service 179

Customer Service Coaching Marketing Call Center 179

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

AUGUST 3, 2021

On August 9, Balto will be revealing two products that will revolutionize the way you score and coach calls. This is for you if: You’re tired of randomly sampling a fraction of calls. Your QA software (spreadsheet?) takes a PhD to understand. Your team is spending way too much time finding coachable calls.

Coaching 40

Coaching Contact Center Customer Service 40

Integrity Solutions

NOVEMBER 13, 2020

While most healthcare sales leaders already know how to manage and balance the two, the distinction here is that they have to be able to coach their teams to do the same. Coaching Healthcare Sales Reps to Excel. Are your sales leaders prepared to manage and coach their teams effectively in this rapidly changing and tumultuous time?

Healthcare 112

Healthcare Sales Coaching Customer centricity 112

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

CSM Magazine

DECEMBER 11, 2023

This can be achieved by rolling out training and development programs, offering coaching and mentoring, and providing opportunities for job shadowing and cross-functional experience. About the Author Ian Miller is Editor of Customer Service Manager Magazine – the leading resource and community for customer service professionals.

Contact Center 52

Contact Center Coaching Analytics Call Center 52

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

Call Center Weekly

DECEMBER 13, 2017

Beverly Mahone is a veteran journalist, author, coach, and professional speaker. She has written for or been covered by the Huffington Post, Forbes, and Newsweek magazine. Just because someone has been with the company 20 years doesn't mean they an edge on those who started a year ago.

Coaching 149

Coaching Employee engagement Education Surveys 149

Call Center Weekly

SEPTEMBER 11, 2017

Beverly Mahone is a veteran journalist, author, coach, and professional speaker. She has written for or been covered by the Huffington Post, Forbes, and Newsweek magazine. When they are done talking, summarize what you’ve heard and ask any questions to further clarify their complaint. F inally, give people MORE than they expect.

Customer Service 143

Customer Service Call Center Coaching Enterprise 143

Toister Performance Solutions

MARCH 22, 2018

How Magazines Derailed a Catalog Twenty years ago, I supervised the call center training team for a retail catalog company. Our vice president of customer service one day announced a partnership with a magazine subscription company. The magazine money seemed like an easy fix.

Coaching 55

Coaching Call Center Sales Management 55

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

Integrity Solutions

MAY 26, 2022

With the onset of the pandemic, remote work and disruption put a strain on controls, training and in-person management and coaching. This is a critical component of what we have always believed strong coaching and sales leadership cultures must include. Of course, 2020 was a significant and uniquely challenging year for many reasons.

Sales 52

Sales Morale Coaching Surveys 52

Russel Lolacher

MARCH 20, 2023

A few reasons why she is awesome — she is an executive coach, speaker and licensed psychologist providing psychotherapy, career coaching and organizational consulting for more than a decade. Her thoughts and work have been featured in Huffington Post, New York Magazine, Buzzfeed and O – The Oprah Magazine.

Coaching 98

Coaching Personalization Consulting Consulting 98

CSM Magazine

AUGUST 31, 2023

Provide training and coaching: Regular training and coaching can help agents improve their skills and knowledge, which can help them handle calls more efficiently. About the Author Ian Miller is Editor of Customer Service Manager Magazine – the leading resource and community for customer service professionals.

Call Center 52

Call Center Customer Experience Upselling Scripts 52

Steve DiGioia

JULY 31, 2017

Forbes magazine contributor Carmine Gallo explained, “Your customers will only tell you what they think they need, but how you meet their unexpressed needs makes all the difference.” Menlo Coaching suggests it manifests in the decision to tell bad news some of the time. Listen Customers rarely come before their need is urgent.

Coaching 100

Coaching Sales Customer Experience 100

CSM Magazine

NOVEMBER 2, 2023

” “We are thrilled to partner with Foundever and bring AI Coach to thousands of agents to ensure exceptional customer experiences for global brands,” said Brian Tuite, co-founder and CEO of Zenarate. To learn more about Zenarate’s AI Coach and its potential applications, visit www.zenarate.com.

Customer Experience 52

Customer Experience Coaching Telecommunications First call resolution 52

CSM Magazine

OCTOBER 25, 2023

The HR team should include training resources such as online modules, webinars, workshops, and coaching sessions. Assign Mentors or Coaches: Mentors or coaches can provide valuable feedback and guidance that can accelerate the assimilation of new hires.

Customer Service 52

Customer Service Coaching Best practices Feedback 52

CSM Magazine

AUGUST 15, 2022

With the pendulum swinging back to the human-led conversation, AI is increasingly top of mind for employees, trainers, and coaches to improve training effectiveness and certify employees to deliver superior customer conversations and experiences. The pendulum is finally swinging back from hyper-automation to human-led conversation.”.

Customer Service 93

Customer Service Coaching Best practices Contact Center 93

CSM Magazine

MAY 3, 2023

Zenarate partnered with Execs In The Know to survey Customer Experience (CX) leaders to better understand the evolving role of the contact center agent and define CX leaders’ greatest needs for improving agent coaching and training. Zenarate’s AI Coach is used worldwide every day in over a dozen countries, including the U.S.,

Coaching 52

Coaching Telecommunications Contact Center Healthcare 52

CSM Magazine

OCTOBER 7, 2022

Cora AI Coach, powered by Zenarate, helps Genpact accelerate digital transformation. AI Coach enables Genpact to develop confident top-performing contact center agents through voice and chat simulations that provide highly realistic immersive learning experiences. About Zenarate .

Coaching 52

Coaching Telecommunications Healthcare Contact Center 52

CSM Magazine

AUGUST 7, 2020

Customer service skills may be similar from job to job, but managers with these 5 habits excel at motivating, communicating and coaching their teams. Ian Miller is the Editor of CSM Magazine – the leading resource and community for customer service managers and professionals. About the Author.

Customer Service 59

Customer Service Management Brand ambassadors Morale 59

CallSource Insights

DECEMBER 12, 2019

An earlier version of this article was originally published by Digital Dealer Magazine and can be viewed here. With a service BDC, you will have more effective phone calls by training and coaching employees on phone skills. Improve your BDC. Whether or not you have a BDC, phone skills are important to sell more cars.

Automotive 52

Automotive Coaching Best practices CRM 52

CX Global Media

JULY 9, 2019

About Linda Harden : Linda Harden is President of Pipeline Publishing Group and Publisher of the monthly contact center management magazine, Contact Center Pipeline. The post Successful On-boarding in Contact Centers: Top Experts Reveal Secrets appeared first on Call Center Coach. Contact Center Virtual Summit LinkedIn Page.

Contact Center 120

Contact Center Chief Customer Officer Employee engagement Call Center 120

CSM Magazine

MAY 25, 2022

Zenarate AI Coach continues to transform how the world’s leading brands in financial services, BPOs, healthcare, travel, technology, and services industries use AI Conversation Simulation to develop top-performing agents in 12 languages around the world. Free Form Text – Agents can write in free form text.

Coaching 52

Coaching Healthcare Contact Center Scripts 52

RapportBoost

DECEMBER 2, 2018

Organizers cited the company’s Sales Coach product for its ability to boost live chat agents’ conversion rates and customer satisfaction scores while elevating productivity and job satisfaction. It’s an honor for our augmented intelligence platform to be recognized by industry leaders,” said Tony Medrano, Co-Founder and CEO of RapportBoost.

Enterprise 40

Enterprise Average Handle Time Coaching Contact Center 40

CSM Magazine

NOVEMBER 1, 2022

Zenarate’s AI Coach simulates any customer or prospect scenario immersing agents in life-like Voice and Screen Simulations while providing tone, soft skills, and best and required practice coaching throughout the simulation training. Agent training and coaching needs attention now. Key findings from the report: 1.

Telecommunications 52

Telecommunications Coaching Healthcare Multichannel 52

CSM Magazine

JULY 3, 2017

Your agents want: coaching that actually improves their performance. Secondly, leading performance management systems will include automated coaching workflows and coaching tools that are tied to the organization’s specific key performance indicators, helping managers provide the most targeted and effective coaching possible.

Customer Service 44

Customer Service Coaching Gamification Sales 44

CSM Magazine

FEBRUARY 7, 2024

The system generates personalised video clips and insights for coaches and players to review, helping identify strengths to build on as well as areas needing improvement. ’ “The support from Sabio will allow us to utilise technology like never before,” said Ali Miller, Head Coach Under 14’s at Busby Girls.

Coaching 52

Coaching Analytics Technology Customer Experience 52

CSM Magazine

SEPTEMBER 14, 2023

The 2023 report ranks 12 vendors offering products that address the key elements of agent management, including quality management, workforce management, interaction analytics, and performance coaching. Our success is fueled by our customers’ success.

Management 59

Management Coaching Contact Center Customer centricity 59

Customer Guru

AUGUST 21, 2018

John is an “Ex-Disney Guy” and Customer Experience Coach. Apart from being an author, Kerry is also a renowned speaker and an insightful coach. He has worked with and coached senior managers at leading brands in North America. John Formica Follow @JohnFormica. Kristina Evey Follow @KristinaEvey. Nienke Bloem Follow @NienkeBloem.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

CSM Magazine

OCTOBER 10, 2023

Understand that the problem is not empathy in itself but how it is coached. Analysing customer conversations helps contact centres discover critical learnings toimprove agent coaching while real-world customer success stories can be promoted to drive CX best-practice across the wider organisation.

Average Handle Time 59

Average Handle Time Agent burnout Coaching Finance 59

Quality Contact Solutions

DECEMBER 16, 2020

In fact, that very phrase made the number one spot in the Entrepreneur Magazine “ Top 5 Counterproductive Questions to Never Ask on a Cold Call ”. ” Managers believe that inserting that phrase into a script for agents to use helps build rapport. No, it doesn’t. It has the opposite effect. You don’t care how I am.

Telemarketing 97

Telemarketing Scripts B2B Call Center 97

CSM Magazine

SEPTEMBER 12, 2023

Zenarate AI Coach is the “flight simulator” for customer service agents. About Zenerate Zenarate AI Coach develops confident, top-performing agents through AI simulation training. Agents are often the only human connection brands have with their customers and prospects. Canada, Mexico, Philippines, India, and Europe.

Marketing 59

Marketing Telecommunications Healthcare Coaching 59

Enghouse Interactive

MARCH 19, 2021

Team leaders, especially, have had a tougher job to do as they can’t rely on managing by walking around, or doing sit by coaching when their agents are dispersed across multiple locations – which is likely to become more a norm in the future as more hybrid ways of working kick in.

Coaching 74

Coaching Technology Consulting Consulting 74