ChurnZero

DECEMBER 1, 2020

Webinars are a quick and easy way to find out more about a topic especially if you don’t know where to start. As we have a large library of on-demand webinar content in our Resources center , we often get asked by customers, which ones are the most popular and must-see to get caught up on. How Do You Rank? What’s Next.

SaaS 59

SaaS Customer retention Coaching Consulting 59

ClientSuccess

JULY 7, 2021

Customer success managers are tasked with being great at a lot of things. Project management, sales, issue mitigation, etc. – For many customer success departments, however, CSMs are responsible for managing customer relationships and moving them forward as well. the list could go on and on. Planning: .

Coaching 59

Coaching Management Sales 59

Myra Golden Media

JULY 12, 2019

I remember managing a contact center and having an employee say to me , “Tammy does the exact same thing, yet the supervisor doesn’t take off points for her. On August 9 th I am hosting a webinar, Quality Form Development & Coaching. If you want to get Quality Monitoring Right, join me for this special webinar.

Calibration 238

Calibration Coaching Contact Center Call Center 238

Playvox

NOVEMBER 16, 2021

A Quality Management Solution with Muscle. It became clear that the company’s old quality management tool simply couldn’t keep pace with the company’s evolving business needs. Sweaty Betty turned to Playvox to quickly implement, launch, and scale its contact center quality management software. Empowerment.

Quality management 78

Quality management Management Coaching Contact Center 78

CCNG

MAY 11, 2021

A recent CCNG panel webinar, Why Performance-Based Training Requires Automation , featuring Mike Roberts, Technology Leader for Learning at Citibank, who adopted simulations to automate role play and coaching exercises in 2020 and Trey Fischer, an industry-leading consultant, discussed today’s impact of automation on performance-based training.

CCNG 195

CCNG Coaching Contact Center Employee engagement 195

Myra Golden Media

JULY 16, 2019

If you need help with designing your quality form, get a seat in my August 9th webinar where I walk through the quality form components and give out sample forms. . Monitoring Sans Coaching. Calibration keeps everyone who monitors and coaches consistent and fair. Expecting Coaches to Coach Without Training.

Calibration 153

Calibration Contact Center Coaching Construction 153

Myra Golden Media

JULY 12, 2019

The manager carefully crafted a monitoring form, which would be used to measure everything from listening skills to friendliness, to empathy. Quality monitoring programs must motivate employees to perform at optimal levels, be easy to manage, and yes, they must be fair. Before you coach the call, ask, “How did that call feel to you?”

Contact Center 136

Contact Center Calibration Coaching Feedback 136

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

Monet Software

FEBRUARY 6, 2019

A Valentine’s Day Webinar from Monet and NewVoiceMedia. They need training, coaching and most importantly, great tools such as Workforce Management to enable flexible and efficient scheduling and staffing to keep them engaged and happy. Date: Thursday, February 14, 2019. Time: 10am PST. But, where is the love?

Contact Center 48

Contact Center Coaching Management 48

Myra Golden Media

JULY 15, 2019

Need some guidance on how to develop and execute a quality program that is robust, fair, and that your employees buy-in to – and one that doesn’t make your supervisors need to sip wine just to get through a coaching discussion with employees? Design Coaching Strategy. Design Coaching Strategy. I have help for you.

Calibration 153

Calibration Coaching Morale Feedback 153

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. I have an online course I’ve arranged for you take and I will meet with you once a week for the next 4 weeks to provide feedback and coaching.

Coaching 220

Coaching Accountability Feedback Personalization 220

Education Services Group

JULY 21, 2022

We’re managing a portfolio of over 13,000 customers globally and we don’t have dedicated CSMs. So, we have a swarm CSM model, and we have eight CSMs managing that install base of 13,000 customers. And we walked them through what we do today from a customer lifecycle management perspective. How can we scale it?

Journey mapping 52

Journey mapping Chief Customer Officer SaaS Management 52

Playvox

OCTOBER 18, 2022

There’s a storm brewing in customer service centers, and the aftermath could create some big challenges for contact center management. In our 2022 study of customer support agents and managers, 68% of agent respondents said they didn’t want to return to an office. We also manage the team with the utmost respect.”. Leanne Y.,

Contact Center 69

Contact Center Management Coaching contact center workforce 69

CX Global Media

AUGUST 1, 2019

You can also learn even more by attending the webinar: How to Supercharge Contact Center Agent Performance, Onsite & @Home. Jim Rembach : Hey, this is Jim with the Fast Leader Show and Call Center Coach and I’m here at Customer Contact Week with my good buddy Ken Goldberg of amplifAI , it was really good to see here.

Contact Center 229

Contact Center Coaching Average Handle Time Metrics 229

ChurnZero

MARCH 31, 2020

7 Key Takeaways from ‘Fortifying Customer Relationships During COVID-19’ Webinar. Customer Success Managers don’t want to contribute to email fatigue, but they also don’t want to be silent. Jeremy’s team is heavily reliant on auto-renewals with 18,000 customers managed across nine Customer Success Managers.

Morale 72

Morale Education Surveys Accountability 72

Playvox

JUNE 7, 2023

When I worked in contact centers, people would ask what I did for a living, and I would say Workforce Management. While workforce management on the whole can sound boring, high-tech, and at times confusing, there is logic to the madness. Workforce management will have a positive impact on your contact center — when you get it right.

Management 52

Management Contact Center Abandon rate Metrics 52

Playvox

FEBRUARY 27, 2024

A related term, workforce engagement management (WEM), recently coined by Gartner, has rapidly become the business strategy, processes, and related technologies of choice. AI-driven tools and platforms are shaping the way contact centers engage with and manage their workforce. But it goes beyond enabling automation.

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

Beyond Philosophy

JULY 31, 2017

I tell them in blogs, in the books I write, and in the webinars we offer. Gallup’s CEO thinks the answer is “high performance coaches” who will help employees develop through ongoing conversations that focus on employee strengths. Each realtor was coached and then told a story to the group about a grandparent.

Entertainment 314

Entertainment Coaching Consulting Consulting 314

Myra Golden Media

APRIL 11, 2023

Additionally, ongoing coaching and feedback can help agents improve their performance and stay motivated. This could include a knowledge base that provides quick access to answers and solutions and a customer relationship management (CRM) system that helps agents keep track of customer interactions and preferences. The webinar is free.

Average Handle Time 156

Average Handle Time Contact Center First call resolution Analytics 156

Amity

FEBRUARY 1, 2017

That’s why Customer Success Managers spend so much time in adoption. > Join our upcoming webinar to learn how to define your key Customer Success metrics and goals. And this is exactly what we mean when we say Customer Success Managers are coaches. That’s part of it, but there’s much more.

Coaching 64

Coaching Metrics Management 64

Serenova

NOVEMBER 14, 2019

In the on-demand webinar, Happy Agents Make for Happy Customers , contact center guru Jaden Mecham identifies the top five roadblocks to contact center agents delivering an excellent customer experience. How to improve organizational effectiveness by managing agent engagement to accomplish company goals. Employees are too.

Contact Center 40

Contact Center Coaching Employee engagement Call Center 40

CSM Magazine

OCTOBER 25, 2023

This article outlines techniques and best practices for human resource (HR) managers to use to effectively onboard customer service employees. Develop an Onboarding Plan: Before you start onboarding new customer service employees, the HR manager should develop a well-planned onboarding program.

Customer Service 52

Customer Service Coaching Best practices Feedback 52

Myra Golden Media

APRIL 1, 2019

You have a responsibility to train employees, coach, and give feedback. Join Me for My New “Managing to Eliminate Unacceptable Employee Performance or Behavior” Live Webinar! Tolerating unacceptable behavior drains morale, frustrates management and can negatively impact the customer experience.

Morale 276

Morale Coaching Feedback Management 276

COPC

MAY 23, 2023

In this webinar with Harte Hanks, we have a research-backed discussion about the impact of investing in team leaders. The ideal training program prioritizes essential leadership qualities like identifying, managing and leading a high-performing team. Enabling Team Leader Success COPC Inc.’s

Contact Center 88

Contact Center Employee engagement Coaching Benchmark 88

SharpenCX

FEBRUARY 18, 2020

Between meetings with other managers and department heads, you barely have time to answer all the mentions on Slack. But, as a contact center manager, the stakes of your own role are high. Download Now: Grow your management and coaching techniques with 29 key takeaways from your call center manager playbook.

Call Center 84

Call Center Coaching Management Contact Center 84

Beyond Philosophy

AUGUST 9, 2017

Moreover, it sped up service and freed his staff up to focus on other tasks rather than managing cash. Bekerman said his managers feel they have more time to coach employees; a task Bekerman described as “more meaningful” than counting paper. Cash Isn’t King with Many Retailers These Days.

Banking 0

Banking Coaching Surveys Employee engagement 0

Integrity Solutions

JANUARY 7, 2020

In a webinar we recently co-presented with The Sales Management Association , we explored what some of the top sales cultures have in common and how you can adopt these same strategies to increase your competitive advantage, grow faster and more profitably, and build a strong base of loyal customers and brand advocates.

Sales 92

Sales Coaching Management Personalization 92

Callminer

JULY 30, 2018

Managing a call in a way that converts an unhappy customer into a happy one is incredibly valuable. You can arm your agents with the insight, preparation and coaching they need to be able to listen effectively and ensure every call delivers a positive outcome. But only 23% say they felt they had been listened to after a call.

Coaching 174

Coaching Best practices Analytics Surveys 174

Myra Golden Media

JANUARY 8, 2018

So, last night I had the idea to coach my son using the same three-step method I tell my clients to use when they have to help an employee through a problem or to give someone constructive feedback. You can use Know, Feel, Do to coach employees on a process, attitude problem or any performance issue. It’s a fact.

Construction 189

Construction Coaching Feedback Contact Center 189

Playvox

OCTOBER 6, 2021

Now that we have an overview of the perspectives that will shape our workforce in the next three years, here are four tips to help you successfully manage a multi-generational contact center team. Training, tools, and coaching are elements that each contact center agent needs, regardless of generation. Be a top-down manager.

Contact Center 75

Contact Center Management Surveys Coaching 75

8x8

SEPTEMBER 18, 2017

In part one of my three-part series about improving quality management in the contact center, I provided 3 Tips for Building an Effective Quality Management Program. Whether training new employees or developing existing ones, it is helpful to use the SAFE method when coaching them. The SAFE Coaching Framework.

Quality management 48

Quality management Contact Center Management Coaching 48

NobelBiz

FEBRUARY 14, 2022

To properly manage your teams and fulfill your customers and business objectives, you must monitor many KPIs. However, with the volume of calls and data generated on a daily basis in contact centers, managers and supervisors frequently feel overwhelmed. The metrics that are appropriate for your organization will serve as your compass.

Metrics 52

Metrics Management Average Handle Time Contact Center 52

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Paul Husar, Senior Call Center Manager at LG Electronics. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Playvox

JANUARY 12, 2023

Related Article: 5 Ways Contact Center Managers are Adapting to Remote Work. Leading CX centers rely on world-class quality management and workforce management technologies to provide excellent service and support while improving efficiency and reducing costs. Important KPIs To Track For Remote Agents.

Quality management 69

Quality management Coaching Contact Center Metrics 69

Beyond Philosophy

AUGUST 21, 2017

So, some years ago, as a new senior manager, I asked my boss to explain what my responsibilities would be after a company reorganization. Every business is driven by human interactions – between management and employees, employees and customers, customers and their friends and followers. Manage stress. How do you deal with it?

Consulting 353

Consulting Consulting Healthcare Coaching 353