Playvox

JULY 31, 2023

When thinking about workforce management (WFM), often people think of forecasting and scheduling. Much of a team leader’s time is taken away from their key role of providing coaching and development to their people when they have to get involved in manual, immediate, repetitive, and cumbersome tasks like leave approval and shift swaps.

Self service 85

Self service Management Coaching Contact Center 85

JustCall

MARCH 13, 2023

A sales coaching plan is every sales manager’s best friend. What is a Sales Coaching Plan? Let’s understand how to create a high-performing and personalized sales training plan. Let’s understand how to create a high-performing and personalized sales training plan. Hit-and-miss sales goals.

Coaching 40

Coaching Sales Metrics Best practices 40

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. Missed sales quotas can be a source of chagrin for managers. But statistics show that with excellent sales coaching, sales teams can attain 91% attainment of sales quota.

Coaching 52

Coaching Sales Scripts Construction 52

SharpenCX

FEBRUARY 24, 2023

A study by Walker found that 80% of consumers expected personalized customer service from businesses across all sectors – and they’re willing to pay more for it, too. In today’s digital age, you can no longer afford NOT to provide personalized experiences for your customers. Meet your customers where they are.

Banking 76

Banking Personalization Customer Experience Chatbots 76

SharpenCX

JUNE 2, 2021

And as a call center manager, you want your agents to stay far away from both. . In fact, 37% of companies lack time to collect and analyze their QA data, 31% struggle to have the time and resources to coach and train people to read the data, and 25% lack the necessary technology to do so. Easier said than done, right?

Coaching 67

Coaching Call Center Scripts Analytics 67

ShepHyken

JULY 15, 2022

This week we feature an article by Michael Becker, founder of Abundance Accelerators , a growth agency for coaches. I’m in the coaching space so let me dive into what a 10x customer onboarding process may feel like. You give them your personal cell so they can text you anytime with any issues, big or small. . No problem.

Coaching 326

Coaching Customer centricity Accountability Feedback 326

Playvox

MAY 11, 2023

Create A Company Culture Based On Trust And Autonomy Of Workers When working asynchronously, trust is essential between remote workers and managers. The person who leads these teams plays a fundamental role in the management and work of all the teams. But with remote work, you can’t fully control what an employee does.

Management 89

Management Contact Center Coaching Employee engagement 89

ChurnZero

DECEMBER 9, 2021

Bryan Neale from Blind Zebra Consulting joined us for a webinar to teach Customer Success leaders how to coach their teams to handle NPS conversations following a four-step call framework. With this simple tactic, CSMs can maximize Promoter conversations, address Detractor concerns, and manage everyone in-between. Q&A Recap.

Coaching 52

Coaching Surveys Feedback Consulting 52

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

Babelforce

SEPTEMBER 23, 2021

They also: Take part in meetings Complete training Mentor and coach new employees Go on breaks. 6 ways to better manage call center shrinkage. Having a good understanding of both elements is crucial to managing shrinkage. Internal factors include: Paid breaks Toilet breaks Meetings Training and coaching System problems.

Call Center 98

Call Center Management Average Handle Time Coaching 98

CSM Magazine

FEBRUARY 1, 2022

Integrated, data-driven module provides tools to better support, develop and engage agents, allowing them to better meet rising interaction volumes and complexity. Calabrio, the customer experience intelligence company, today announced its new coaching solution for agent performance management, Calabrio Performance Coaching.

Coaching 52

Coaching Gamification Customer Service Quality management 52

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. Use game mechanics as a core component of your performance management and employee engagement strategy. Gather in person.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

Playvox

NOVEMBER 16, 2021

The boost in product demand, fueled by more people working from home, as well as changing consumer lifestyles, meant Sweaty Betty had to grow its team to meet the surge in demand. A Quality Management Solution with Muscle. Plus, we explore how the quality management solution has strengthened the company in four key areas: 1.

Quality management 78

Quality management Management Coaching Contact Center 78

Voxjar

APRIL 9, 2020

This guide will show you how to make the transition to remote call coaching and quality assurance. How to overcome the biggest challenges of remote call coaching and QA. What tools are the most effective for remote call quality assurance and coaching. 3: Delivering QA and Coaching Feedback from Home. You’ll learn.

Coaching 52

Coaching Call Center Analytics contact center workforce 52

ProProfs Blog

MAY 6, 2020

Though there is nothing wrong with the rise in the popularity of remote working, managing remote teams makes the job of a manager challenging. But then again, is managing remote teams similar across various departments? What makes managing a remote customer service team so daunting? How Do You Motivate a Remote Team?

Management 162

Management Customer Service Best practices Entertainment 162

Totango

JULY 28, 2021

Following best practices for hiring a customer success manager can make a critical difference in the quality of your customer relationships. Customer success managers serve as the face of your company in dealing with clients, playing a key role in ensuring satisfying experiences of your brand. What Is a Customer Success Manager?

Best practices 118

Best practices Management Brand ambassadors Upselling 118

Customer Service Life

DECEMBER 18, 2018

Customer service and experience leaders are line dancing between taking care of their team and checking off the pile of projects with a flying unicorn from their favorite project management to-do list. 1:1 Coaching . I’m giving away free 60-minute coaching sessions. Self-care sounds much too exhausting at this point.

Contact Center 103

Contact Center Personalization Coaching Customer Service 103

COPC

MARCH 11, 2024

Then, take steps to attract and recruit the best-fit candidates who meet minimum hiring requirements. By guiding them through a personalized experience, you can better engage them and set them up for success. Do new hires feel confident in managing their workload and responsibilities? What does the coaching process look like?

Call Center 99

Call Center Gamification Coaching Employee engagement 99

OrecX

JANUARY 29, 2019

Coaching agents at scale is no easy feat. Between administrative tasks, meetings, and your own workload, there is little time left in the day to focus on individual agents. Instead, leaders resort to fly-by coaching, whisper/barge, and the ol’ trusty headset splitter to give agents feedback. Step 2: Put Your Team to Work.

Coaching 61

Coaching Construction Feedback Best practices 61

Myra Golden Media

JANUARY 15, 2019

One of the things I’m working on for 2019 is giving you tools to help you coach your employees and hold them accountable so that they are positioned to deliver the best possible customer experience. Before going into a meeting with an employee, identify, and write down, what you want them to Know, Feel, and Do. Use what I call KFD.

Coaching 220

Coaching Accountability Feedback Personalization 220

Nicereply

MARCH 14, 2023

Being a support manager is a demanding job that requires constant learning. These 17 books contain critical lessons that every support manager will benefit from. Every customer support manager has a busy life. Priorities are constantly competing. But one should stand strong among all the others: to keep on learning.

Management 98

Management Call Center Metrics Entertainment 98

SharpenCX

JUNE 23, 2020

You’re in a meeting with some co-workers and one of the older team members in the room says “Daaaa Bearsss!” Download Now: Unleash your agents’ strengths and talents with 7 methods to get real about coaching. So, what can you do as a manager to step outside of your own generation’s experiences? Ohh it’s a classic!

Management 76

Management Call Center Coaching Contact Center 76

Skybridge

APRIL 13, 2020

In today’s post, I’d like to highlight how your coaching process will need to change. Strong, Confident Leaders — Now more than ever, you’ll need managers who are either experienced at managing remote employees – or confident enough in their leadership skills to not be driven by ego. They have to be planned.

Coaching 52

Coaching Customer Care At home agents Call Center 52

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. After some training, this sales manager had an epiphany.

Coaching 61

Coaching Sales Personalization Management 61

Integrity Solutions

OCTOBER 16, 2018

To develop your sales coaching strategy, you first need to understand where your organization’s level of coaching is right now. Figuring out your sales coaching strategy has become a hot topic in business today, and for good reason. Many organizations now recognize that coaching is critical for building skills and capacity.

Coaching 52

Coaching Sales Accountability Management 52

Talkdesk

MAY 21, 2020

Employee engagement is absolutely critical to meeting and exceeding their organizational goals. It all starts with a better employee experience for agents, managers and administrators. Onboarding, training and coaching can no longer take place in-person. The same is true in the modern contact center.

Management 109

Management Employee engagement Morale Contact Center 109

SharpenCX

DECEMBER 16, 2020

Managing a successful customer service team isn’t easy. With dozens of personalities, different working styles and skillsets, managing a successful team takes tons of intention. Today, we’re talking through the three pillars you need to manage a healthy customer service team in 2021 and beyond. We talk about coaching.

Management 76

Management Customer Service Coaching Contact Center 76

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. Few managers do this well. Coaching Team Performance Gains. Firstly, coaching takes place as the need arises.

Coaching 40

Coaching Feedback Education Management 40

Playvox

MARCH 29, 2022

As one of the newest terms to enter the contact center space, workforce engagement management (WEM) is much more than a simple change in the words we use. So what is workforce engagement management? Why Workforce Engagement Management Matters. Workforce engagement management products get to the heart of human motivation.

Management 60

Management Contact Center Coaching Quality management 60

Balto

NOVEMBER 2, 2022

Working to manage a call center has many moving parts and can often create a feeling of drinking from a firehose for those who are newer to a managerial role. Perhaps you’re already in call center management or an agent aspiring to work your way up and are seeking to learn more about what all is involved.

Call Center 52

Call Center Management Average Handle Time Gamification 52

Calltools

AUGUST 5, 2020

The challenges that managers face differ from industry to industry. In this article, you will learn about the difficulties of managing remote call center agents, and some ways that you can overcome those challenges. Losing whisper coaching means that they won’t get the feedback that they need to close difficult deals.

Call Center 52

Call Center Management Interactive Voice Response Real estate 52

Playvox

MARCH 12, 2024

Intrinsic vs. Extrinsic Motivators Intrinsic motivators come from within the individual, such as personal satisfaction, a sense of achievement, and the enjoyment of the work itself. When employees are motivated intrinsically, they are more likely to be passionate about their work and go above and beyond to meet their goals.

Morale 78

Morale Gamification Contact Center Quality management 78

Integrity Solutions

APRIL 20, 2023

In fact, in every Integrity Coaching workshop I facilitate, I’ll ask coaches, managers and leaders this simple question: Elisa Matthews “Have you ever asked someone to try something new, clearly articulated a goal or provided training in a particular skill, and yet the person just doesn’t do it ?”

Sales 71

Sales Coaching Personalization Morale 71

Comm100

SEPTEMBER 27, 2018

Customer service agents should be adequately and continuously coached to learn the skills they need to provide quality customer service. Just like coaching in any other field, the coach needs to take the time to observe those being coached and to build them up where they need help. Set goals for each coaching session.

Coaching 64

Coaching Feedback Customer Service Customer retention 64

The Northridge Group

APRIL 22, 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. AI will personalize every customer interaction. No humans needed!

Technology 76

Technology Coaching outsourcing Customer centricity 76

CSM Magazine

MARCH 27, 2023

Calabrio , the workforce performance company, today announced its new workforce management (WFM) integration with Zoom’s omnichannel contact centre platform. The agent-centric nature of Calabrio Workforce Management, alongside its ease of use and flexibility, fits perfectly with the Zoom mantra.”

Contact Center 52

Contact Center Enterprise Management Customer centricity 52

Integrity Solutions

NOVEMBER 22, 2022

Coaching is what makes the culture transferable and sustainable. Let’s take a look at the scope of the issue banks and credit unions are dealing with when it comes to employee engagement, motivation and turnover and how coaching can serve as the catalyst for long-term culture change. Who Needs Workplace Coaching?

Employee engagement 79

Employee engagement Banking Coaching Personalization 79