Best Practices of Great Coaches

The Northridge Group

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. Coaches who do this well will see results.

Meet the Coach at ACE 2019


Are you using Aspect Workforce Management to make sure you have enough staffing resources to meet service demand without driving up your labor cost? Sign up today for a 30-minute one-on-one session with a coach, and we’ll spend time focusing on whatever you feel is most important. . We can’t wait to meet with you! . Click here to reserve your complimentary 30-minute coaching session at ACE 2019. The post Meet the Coach at ACE 2019 appeared first on Aspect Blogs.


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4 Facts That Nobody Told You About Coaching Employees

Myra Golden Media

We coach employees to make them better, and to correct unacceptable performance. In both cases, there are four things you, as a “coach” must do to make coaching bring out behavioral change. The Four Things Coaching Must Be. Immediate – You can’t put off coaching discussions. Consequences for failure to meet expectations must also be clear. You must consistently offer support, coaching, and counsel.

How to Coach Your Contact Centre Agents

Call Design

If you want to facilitate an environment for your contact centre agents to succeed, you need to start coaching. Coaching is a great way to encourage, enable, and empower your agents to not only want to be better at their jobs but perform better.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

Opportunities to Meet the Real Needs of. quickly act to meet new customer expectations. transformation to meet elevated customer. from customers to meet their corporate objectives, then design analytics initiatives and implement. New Study Reveals Reliance on Too Few.

Call Center Coaching Strategies


Effective Call Center Strategies | Customer Service Tips for Call Centers | Call Center Coaching from TeleDirect. In other words…it takes a great coach! But it still takes that extra push – call center coaching – to get everything on the right track.

Coaching and Training: Two Keys to Delivering Excellent Contact Center Service

The Northridge Group

They may lack time due to competing business priorities or, perhaps, the one-on-one sessions they schedule for coaching become discussions of business issues, leaving little or no time for actual coaching. What outcomes will a strong coaching and training program deliver?

Sales Coaching: Get Insights On Team Performance In Real-Time


This is why data-driven sales coaching is so important. . As a sales manager or leader, a big part of your responsibility is to coach your reps and assist them in their growth. Now, of course, real-time sales coaching is far from easy. Why sales coaching is important?

Eliminate Your Fears And Doubts About Coaching Problem Employees

Myra Golden Media

One of the things I’m working on for you in 2019 is giving you tools to help you coach your employees and hold them accountable, so they’re positioned to deliver the best possible customer experience. Eliminate Your Fears and Doubts About Coaching. It’s time to get over your fears about coaching. 2) Then you must commit to addressing all issues that don’t meet your expectations. Most People Get Coaching Wrong.

Ready to Elevate Your Self-Service? Meet the Coach at ACE 2019!


Bill Gates’ first four words during his TED talk: “Everyone needs a coach.” He makes a good point—the characteristic common to high-performing people, whether they are athletes or executives, is the fact that every single one of them has coach. . We believe that you and your company define success for yourselves; good coaching is the engine that will help get you there. These free 30-minute coaching sessions run from Monday to Wednesday. Meet the Coach at ACE 2019!

7 Ideas to Build Engagement with Work-From-Home Agents

Contact Center Pipeline

Agent Engagement Remote Working agent engagement agent morale coaching supervisor training team communication virtual meetings work from home workplace culture

Sales Coaching: How To Accelerate Your Sales Team’s Success?


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.

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Q&A Recap – Coach the Coach: Net Promoter Score (NPS) Calls


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. They usually feel like a 40-minute meeting is weird.

Top 5 Posts in January

Contact Center Pipeline

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Coaching Strategies That Improve a CSR’s Writing Skills


It takes work on their part and on yours, but CSRs can learn to write better if you coach them properly, and if they take your coaching seriously. How Should You Coach to Improve CSRs’ Writing Skills? For coaching to work, it has to be frequent, consistent, focused, and brief.

4 Ways to Adapt Your Coaching Style to the Needs of Your People

Integrity Solutions

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. I had a client tell me about a similar experience with a salesperson she was coaching who was right on the brink — either about to leave the organization or about to get fired.

The Planner’s Dilemma: How to Schedule Meetings, Training and Coaching


One-to-one meetings, team meetings, online training, on-site training, coaching sessions… Every planner struggles with incorporating these into the schedule.

The Planner’s Dilemma: How to Schedule Meetings, Training and Coaching


One-to-one meetings, team meetings, online training, on-site training, coaching sessions… Every planner struggles with incorporating these into the schedule.

Does Your Sales Coaching Strategy Need a Reality Check?

Integrity Solutions

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. As a result, a vast majority of sales managers don’t coach—or don’t do it well. Sales Coaching Strategy Step 1: Know Your Proficiency.

10 Sales Coaching Articles Your Sales Leadership Needs to Read

Integrity Solutions

Being a coach for sales teams has never been more important. Here are 10 sales coaching articles that can inspire new thinking, motivate your sales leaders and ultimately move the needle on your sales team’s performance. We often associate “coach” with a sports analogy.

The Customer Service Ritual that Takes Place at Every Meeting


Every Monday morning – or at least the first day of the week I’m in town – we have a team meeting. We begin each meeting with a ritual. It helps us keep customer service “front-of-mind” and is a positive way to start a meeting. What a wonderful way to start the meeting.

Getting the Most from Aspect Via, Unified IP, and Advanced List Management? Meet the Coach and Find Out


The former CEO of Google and chairman of Alphabet hated this advice the first time someone gave it to him , but now he shares it every single chance he gets : “ H ave a coach.” The right coach might not be an expert in your same specialty, but a coach can look at what you’re doing with another set of eyes. You may benefit from a 30-minute coaching session while you are at ACE 2019 ? The free 30-minute coaching sessions run from Monday to Wednesday.

Remote Call Center Quality Assurance and Coaching


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. Coaching.

Contact center side-by-side coaching by Robert C. Davis and Associates: The side-by-side coaching agenda

Robert Davis

The contact center side-by-side coaching model agenda by Robert C. Remind the agent, or better yet let the agent tell you, what their commitment was from the last coaching session. Go back to side-by-side coaching and observe the agreed area of improvement.

10 Steps for the Best Call Center Coaching Session


Call center coaching is just like coaching a little league team. A talented kid will master swinging the bat on their own, but a coach can help them perfect the move. However, they need that extra coaching to truly become incredible agents.

Coaching for Success: A Quick How To

Call Center Weekly

By Celia Pagliughi Let us first define who coaches are and what coaching is. W ho is a coach? It is very simple; we are all coaches. When we walk into our call centers we are all coaches. Whether you are a CSR, a Supervisor or a Manager you are a coach, or at least you have the opportunity to be one if you so choose. W hat do coaches do? Let me be completely honest with you, successful coaching requires much work and follow up on your part.

Meet the winners of the first CSM Appreciation Week awards


CSMs aren’t just coaches, advocates, problem-solvers; they’re engines of growth and revenue for their companies. Let’s meet the winners. The post Meet the winners of the first CSM Appreciation Week awards appeared first on ChurnZero.

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Meet the winners of the first CSM Appreciation Week awards


CSMs aren’t just coaches, advocates, problem-solvers; they’re engines of growth and revenue for their companies. Let’s meet the winners. The post Meet the winners of the first CSM Appreciation Week awards appeared first on ChurnZero

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Coaching isn?t a one-size-fits-all approach. Here?s how to lead your frontline


Building a coaching culture is a continuous and active process. Coaches must lead by example, provide timely feedback specific in language and tailored to the individual, while working to improve the agent’s ability to drive positive CX outcomes. Building a coaching culture.

Coaching Effectively: Curbing the ‘Principal’s Office’ Mentality

Call Center Weekly

The coaching session has yet to even begin and their defenses are already up. How can you effectively coach when an employee is focused on defending themselves and not in the most receptive state? More specifically, how can you curb the immediate reaction of a ‘Principal’s Office’ mentality to reduce the overall coaching time while simultaneously increasing the return on the time invested?

5 Keys for Coaching CSMs to Have Strategic Customer Conversations


Here are the five keys for coaching CSMs to having successful strategic conversations with customers: 1. Your CSMs should have a clear goal of the meeting and share this with the customer beforehand. And, finally, a final key skill to coach your CSMs involves taking action.

How to Structure Your Customer Success Team


He needs a good catcher and good infielders and outfielders to support him, good batters to score points, and good coaches to make strategic play calls. In baseball, the success of the team starts with the right coach. What makes a sports team successful?

With Call Scoring, You’re The Coach


Call scoring is like an NFL game, where your sales agents are players and you’re the coach. Like linebackers or wide receivers, each agent has a unique role to play in winning the game; you are the coach that helps your team grow and function well together.

How to Build a CX Coaching Culture


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. Grimm Chief Customer Experience Officer for CX Solutions, creating a proper coaching plan may be time-consuming but once created it will be a resourceful tool for your team in the long term.

Calabrio Releases New Performance Coaching to Facilitate Agent Success and Customer Service Excellence

CSM Magazine

Integrated, data-driven module provides tools to better support, develop and engage agents, allowing them to better meet rising interaction volumes and complexity. Identifying individual or team skill gaps allows leaders to better offer coaching and support to agents that need it.

3 Strategies for Building a Winning Sales Culture

Integrity Solutions

The question is, will the sales culture you have today help you meet your goals going forward? But there are two other, equally consequential conversations salespeople have: with themselves and with their coaches. Finally, and just as critical, is the coaching discussion.

Sales 101

4 Practical Coaching Methods to Improve Your Call Center QA


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. These enable you to track how well agents meet customer expectations.

Findings from the Frontline Supervisor Survey

Contact Center Pipeline

Supervisor Development agent coaching call center contact center quality monitoring supervisor training team meetingsI’ve always maintained that the frontline supervisor is the most critical role in a contact center. They have a tremendous impact on agent satisfaction and engagement, and are close enough to the customers that they have a great feel for their perspectives. We rely on them to feed communication up to the executive ranks, and […].

Your Team Meetings Suck (But They Don't Have To)

Call Center Weekly

One thing I have found to be true across most companies is this shocker: contact center team meetings suck! At the beginning of my contact center career I lived through some awful team meetings. I just couldn’t take it anymore and I started the journey to improve my team meetings. I asked my team members for feedback, consulted with other successful leaders, and read everything I could on the subject of making meetings more effective. Team meetings aren’t mandatory.

Key Steps to Successful Agent Coaching

NICE inContact

Many agents and supervisors cringe when it is time for coaching. From an agent perspective, the coaching experience has historically been associated with a supervisor controlling a conversation; speaking to what the agent has done wrong on a call. Supervisors pull their hair out anticipating another 1-on-1 conversation with an unruly, eye rolling agent who hasn’t grasped what was expressed during previous coaching sessions. Secluded (or Private) Coaching Area.