The Northridge Group

OCTOBER 1, 2020

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? Best practices for contact center coaching and training.

Coaching 128

Coaching Contact Center Best practices Management 128

Call Center Weekly

AUGUST 28, 2017

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? There is no simple answer, considering that most of us have been programmed since grade school to feel that coaching is a four-letter word.

Coaching 179

Coaching Call Center Management 179

Call Center Weekly

SEPTEMBER 28, 2017

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. W hat do coaches do? A good way to start the coaching relationship is to set up a team meeting and do a quick exercise.

Coaching 143

Coaching Feedback Contact Center Call Center 143

Injixo

MAY 14, 2020

One-to-one meetings, team meetings, online training, on-site training, coaching sessions… Every planner struggles with incorporating these into the schedule. Are they even necessary? Don’t they just create worthless overhead, distracting agents from their job? How can you keep these activities from impacting service levels?

Coaching 52

Coaching Service level 52

Injixo

MAY 14, 2020

One-to-one meetings, team meetings, online training, on-site training, coaching sessions… Every planner struggles with incorporating these into the schedule. Are they even necessary? Don’t they just create worthless overhead, distracting agents from their job? How can you keep these activities from impacting service levels?

Coaching 52

Coaching Service level 52

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?

Coaching 113

Coaching Management Calibration Feedback 113

Playvox

JULY 12, 2022

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. Give them feedback on their own work.

Coaching 78

Coaching Contact Center Feedback CRM 78

TeleDirect

OCTOBER 20, 2021

Effective Call Center Strategies | Customer Service Tips for Call Centers | Call Center Coaching from TeleDirect. In other words…it takes a great coach! Like any successful plan of attack, call center coaching and effective call center strategies demand excellence from management and agents. It takes careful planning.

Coaching 62

Coaching Call Center Business Process Outsourcing outsourcing 62

CSM Magazine

OCTOBER 18, 2023

Zenarate expands its AI Coach language capabilities to 79, the most in the industry, and adds new agent feedback reporting for AI simulation training. The company’s AI Coach platform now supports 79 languages, the most options in the industry.

Coaching 59

Coaching Feedback Telecommunications First call resolution 59

Expivia

MAY 15, 2021

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. However, they need that extra coaching to truly become incredible agents.

Coaching 98

Coaching Call Center Average Handle Time Feedback 98

CCNG

APRIL 26, 2023

Teammates are no longer localized in particular cities, but spread out nationally and globally, which results in virtual meetings regardless if co-workers have returned to the office. For example, team meetings are every Tuesday. Those who return to the office find pre-COVID environments a thing of the past.

CCNG 195

CCNG Coaching Education Best practices 195

Education Services Group

OCTOBER 26, 2022

Customer Success leaders often run into a recurring theme when meeting with Customer Success Managers (CSMs): CSMs seem to be weighed down in tactical conversations with their customers and leave every call feeling they are adding little or no value to the business partnership.

Coaching 52

Coaching Scripts Education Metrics 52

JustCall

SEPTEMBER 8, 2023

Now, let’s directly explore the remarkable features that JustCall iQ brings to the table Meet SMS Copilot: Craft On-point Texts for Customers with AI-driven Insights JustCall iQ brings the power of AI to your SMS communications. Each customer interaction holds the key to your business’s success.

Scripts 52

Scripts Coaching Analytics Sales 52

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. But statistics show that with excellent sales coaching, sales teams can attain 91% attainment of sales quota. So, are you tapping into coaching for your sales reps?

Coaching 52

Coaching Sales Scripts Construction 52

ClientSuccess

OCTOBER 18, 2022

Here are four steps to ensure you and your CSM team nail your strategic customer meetings: Be prepared for anything. Before the meeting, provide an agenda to all participants to keep everyone on track. Before the meeting, provide an agenda to all participants to keep everyone on track. Were these goals met?

Best practices 72

Best practices Upselling Coaching Accountability 72

JustCall

MARCH 13, 2023

A sales coaching plan is every sales manager’s best friend. What is a Sales Coaching Plan? Whether you want to coach newbies during the first call or coach customer service teams, driving personalized coaching and learning is important. What does your role as a sales coach look like?

Coaching 40

Coaching Sales Metrics Best practices 40

SharpenCX

MAY 11, 2021

Every profession needs good coaching. Without great coaching, you don’t have a team. As a manager, it’s up to you to coach your individual agents into a team that helps customers. Each of your agents needs 1:1 coaching and each needs different care. You can’t use the same coaching techniques universally with your team.

Coaching 67

Coaching Call Center Customer Experience Feedback 67

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. A: This is making a broad statement based on the hundreds of CS people that we coach and the 12 or so VPs that we’re active with. Is it really?

Coaching 52

Coaching Surveys Feedback Consulting 52

SharpenCX

JUNE 2, 2021

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. Let’s consider four topics that will directly impact your call center QA and improve your training and coaching.

Coaching 67

Coaching Call Center Scripts Analytics 67

ClientSuccess

JULY 7, 2021

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. Planning: . Toolkit: Customer Success Leaders Toolkit.

Coaching 59

Coaching Management Sales 59

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

CCNG

APRIL 19, 2023

They are a careless and lackluster team with a sarcastic coach who grows frustrated with the responsibility to produce a respectable team. Contact centers are typically composed of individual teams tasked to meet common goals determined by the organization.

Contact Center 195

Contact Center CCNG Coaching Call Center 195

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

Robert Davis

JANUARY 28, 2020

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. By Brad Baumunk , President and COO, Robert C. Davis and Associates.

Coaching 62

Coaching Contact Center Call Center 62

CCNG

MARCH 30, 2022

Coach the agent for 20 minutes – check off the box and get the green dot. Understanding the mental process for supervisors It’s time for the 15-minute agent coaching time. This type of remote conversation can be equated to meeting someone in the hallway in the brick-and-mortar environment and stopping to have a conversation.

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195

Nicereply

FEBRUARY 13, 2023

As a support manager , you get to meet many of these different types of customers, both directly and indirectly. And knowing some best practices for supporting the different types of customers you meet will make your job all the more enjoyable. Some will be a lot of fun to interact with. Others, not so much.

Management 52

Management Best practices CRM Coaching 52

ShepHyken

JANUARY 27, 2021

I was watching the TV series Ted Lasso , which is about a professional soccer team that gets a new coach who has never played soccer before. He admits to that the first time he meets with the team. He also tells them that he doesn’t have to play soccer to be a good coach. He talked about the happiest animal in the world.

Coaching 344

Coaching Customer Support Customer Service Marketing 344

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

Calltools

MAY 27, 2020

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. However, they need to abide by the rules and meet performance standards.

Coaching 52

Coaching Government Scripts Metrics 52

ChurnZero

MAY 26, 2022

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. We’ve also seen an upswell in appreciation of the value that CSMs deliver.

SaaS 52

SaaS Coaching Engineering Technology 52

ChurnZero

MAY 26, 2022

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. We’ve also seen an upswell in appreciation of the value that CSMs deliver. Take a look.

SaaS 52

SaaS Coaching Engineering Education 52

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

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 55

Coaching Sales Accountability Management 55

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. Michael Becker is the founder of the growth agency for coaches, Abundance Accelerators. No problem.

Coaching 325

Coaching Customer centricity Accountability Feedback 325

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

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. She realized she was coaching in the way she wanted to be coached.

Coaching 64

Coaching Sales Personalization Management 64

Skybridge

APRIL 13, 2020

In today’s post, I’d like to highlight how your coaching process will need to change. Successful managers of remote teams recognize the importance of continuously reaching out, checking in, coaching, and praising people. They need to be able to recognize – and adjust to – the individual skills and needs of individual team members.

Coaching 52

Coaching Customer Care At home agents Call Center 52