CX Global Media
DECEMBER 23, 2020
The post 309: Bill Eckstrom – Coaching for Leaders and Managers appeared first on Customer Experience Strategy and Tactics. From that experience, Sean was able to learn to think on what his role is as a leader and what he brings to the table when he can't tell anybody to do anything of substance.
Contact Center Pipeline
NOVEMBER 17, 2020
Now that call centers have transitioned to working from home, many managers and supervisors are finding coaching remotely to have its challenges. Managers often go into “survival mode” and put coaching on the back burner, or worse, turn to “command-and-control mode” in an effort to maintain business as usual.
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The Northridge Group
NOVEMBER 4, 2021
Coaching contact center associates to drive a differentiated customer experience that delights customers is a tall order for their managers, who must continually strike a balance between associate development and sustained business outcomes. Refocusing team managers to listen to calls with the “ ear of the customer ”.
Integrity Solutions
FEBRUARY 27, 2023
Great sales managers are required to become great coaches. Great sales managers know that everyone in their organization takes a cue from them. In many sales organizations, managers who rise up through the ranks view themselves as “super reps”—but they would do better to become super coaches instead.
Speaker: Jim Rembach, President of Call Center Coach
Join us for this insightful webinar with Jim Rembach, President at Call Center Coach, and learn about the one fundamental shift that will drastically improve your contact center's success and open you up to a whole new world of possibilities! You have to obtain knowledge and learn from multiple sources to be successful.
Integrity Solutions
JUNE 13, 2023
Without question, retaining top talent today requires investing in making great managers. Manager behavior is a large driver of people leaving — or staying at — companies. According to research in MIT’s Sloan Management Review , toxic work culture is the biggest factor that leads to people quitting.
Tethr
FEBRUARY 3, 2020
But in today’s bustling work environment, supervisors are struggling to find the time needed to effectively coach staff for continual performance improvement. Coaching is more important than ever before in today’s call center environment, as calls continue to increase in complexity. But are you really coaching?
Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager at SupportLogic
Traditional methods of agent coaching lack the ability to automatically analyze the unstructured data inside support interactions to identify opportunities for improvement and reward strong performance. Attendees will walk away with insight on the following: Critical components for coaching programs.
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Contact center leaders understand that frontline agents need in-call guidance to manage complex calls and drive higher levels of employee and customer experience. Real-time agent assist technology is enabling leading contact centers to accomplish these goals.
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When was the last time you took a step back and really examined the quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center.
Speaker: Dave Seaton CCXP, Founder & Principal at Seaton CX
But how do contact center leaders assess, manage, and coach agents to show empathy? Emotional Intelligence provides a framework for understanding and managing human emotions. Take away valuable exercises and job aids to coach agents and improve empathy skills in your contact center. Can empathy be taught?
Speaker: Melissa Pollock, Customer Success Officer, AmplifAI
With new technologies and emerging methods, managers must be both proactive and relevant in order to keep their agents engaged. This webinar will explore 4 strategies that contact center leaders can use to lead and coach their agents and supervisors to stay ahead of the productivity curve.
Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI
Setting aside the large costs involved in high rates of employee turnover that can result from lack of employee satisfaction and engagement, the positive results of good Workforce Engagement Management include increased performance and productivity as well as enhanced customer satisfaction and loyalty. What is Workforce Engagement Management?
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A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.
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