Amity

FEBRUARY 1, 2017

> Join our upcoming webinar to learn how to define your key Customer Success metrics and goals. With a coaching mentality: check-ups, progress tracking, or goal evaluation, the gym could have baked its service into your routine and demonstrated its value to finally become irreplaceable.

Coaching 64

Coaching Metrics Management 64

Integrity Solutions

MAY 12, 2020

That includes focusing on metrics like number of deals, size of deals, trends in deal size, velocity of opportunities, where deals are starting to fail in the pipeline and others. The Sales Manager as Coach. But they also need to coach them on the conversations they’re having with themselves.

Sales 121

Sales Coaching Metrics Technology 121

SharpenCX

DECEMBER 2, 2020

Do agents have access to daily performance metrics? How can we improve your training and coaching? Surface your team’s top three performance metrics to each agent and show them their daily progress against those metrics. ( How to upskill your agents with frequent coaching and better metrics. Hey, over here!

Call Center 128

Call Center Customer Service Contact Center Metrics 128

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

CX Global Media

JULY 17, 2018

Make no mistake, Call Center Coach is not only the name of our business — it’s an industry need. According to an Executive Priorities report from Strategic Contact , coaching is the number one priority in contact centers. In many circles, the thought of coaching is about supervisors coaching agents. Click to Tweet ).

Contact Center 136

Contact Center Coaching Construction Call Center 136

NICE inContact

JANUARY 11, 2019

By the 2000s, adoption of quality management software soared, supporting targeted agent coaching. In a webinar , Lauren and I discussed the changes the current decade has brought to QM and what companies should do in terms of planning for 2020 QM challenges. Change Brought by Omnichannel Interactions.

Quality management 18

Quality management Management Average Handle Time Chatbots 18

Enghouse Interactive

FEBRUARY 18, 2021

This blog will provide an overview of the key findings from the recent Enghouse Interactive and Metrigy webinar and show where these insights should be applied in your organization to improve the customer experience (CX) and to drive operational efficiencies. . Blog #4 of 4: Key Findings and Where to Focus Your Optimization Efforts .

Contact Center 56

Contact Center Analytics Self service Metrics 56

Playvox

MAY 26, 2021

If contact center’s primary motivation for cross-selling and upselling isn’t to increase revenue, then what metric do they hope to influence? This means they consistently reinforce to CSRs the importance of cross-selling and upselling through ongoing training, coaching, and quality assessment feedback. Realize It’s a Long Game.

Upselling 92

Upselling Education Contact Center Coaching 92

Vonage

MARCH 26, 2018

We recently partnered with Bluewolf and Salesforce for a webinar on how today’s best service organizations are enabling those types of interactions, and the trends they will be focusing on in 2018. During the webinar, Furniss broke down four ways AI will impact customer service in 2018. Here’s what we learned.

Customer Service 91

Customer Service Contact Center Customer centricity Coaching 91

Vonage

MARCH 27, 2018

We explored this topic in a recent webinar featuring Ian Jacobs, principal analyst at Forrester Research; customer service expert Justin Robbins; and our own vice president of product, sales and service Wyndham Hudson. Use appropriate metrics and technology for measuring the impact of emotion. So, what’s their secret?

Banking 91

Banking Coaching Government Analytics 91

Kayako

MARCH 9, 2017

Train customers through webinars. Hosting webinars or public speaking on behalf of your company is a great way to develop your career. Senior Technical Advocate, Kushal Sharma, has given webinars on Service Level Agreements (SLAs), which are a useful tool for achieving good customer service at Kayako. Take on support projects.

Customer Service 71

Customer Service Engineering Coaching Self service 71

Tethr

JUNE 30, 2020

Typical scorecard metrics—did the agent use the proper greeting, say the customer’s name three times, thank them for their loyalty, follow compliance scripts, etc.—might Are the metrics your business focuses on measuring actual quality in any discernible way?

Customer effort 65

Customer effort Scripts Coaching Metrics 65

NobelBiz

FEBRUARY 14, 2022

The metrics that are appropriate for your organization will serve as your compass. Before defining your Agent performance metrics, define your contact center goals Analyzing a KPI only because the competition does it is pointless. What are the right call center agent performance metrics to monitor?

Metrics 52

Metrics Management Average Handle Time Contact Center 52

Noble Systems

SEPTEMBER 29, 2020

In the contact center, WFM provides the necessary metrics to gain insights into the number of agents and supervisors with the right skill sets that are required to complete the work at any given time of day, week or month. WEBINAR ON DEMAND: 2020 – The Year That Transformed WFM • watch. What is Workforce Optimization (WFO)?

Management 86

Management Gamification Quality management Schedule adherence 86

Playvox

MARCH 19, 2024

From recognizing customer service agents to making coaching easier, AI can help improve employee happiness, agent experiences, job satisfaction, and overall well-being, among many other benefits to significantly impact company culture and organizational success. But it goes beyond enabling automation. But there’s more. Powerful, right?

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Serenova

DECEMBER 4, 2019

Increasingly, supervisors are using this information to coach agents, serve as fodder for gamification and deliver rewards. The use of analytics is becoming a must-have in any CX strategy—the question is how pervasive will the tools be and to what extent they will act on the data to improve metrics.

Analytics 89

Analytics Chief Customer Officer Gamification Coaching 89

ChurnZero

JANUARY 22, 2021

If you’ve internally cursed the idea of selling or simply desire to take your sales skills up a notch, then this webinar is for you. To learn how selling and taking great care of your customers actually go hand in hand, we hosted a webinar with Bryan Neale, Founder of Blind Zebra Consulting and self-proclaimed “CS Sales Whisperer.”.

Sales 98

Sales Chief Customer Officer Upselling Metrics 98

Amity

OCTOBER 31, 2016

Almost immediately, we started to scale the team to enable us to be more proactive to ensure we were able to do all the things that Customer Success does best: onboarding, coaching, renewals, upsell, support, and services. We made the decision to split the team into onboarding, coaching, support, and eventually, to add a services component.

Coaching 0

Coaching Upselling Engineering Marketing 0

Enghouse Interactive

OCTOBER 21, 2020

Access the On-Demand Webinar Playback of “How AI-Enabled Super-Agents Improve CX” with Kate Leggett , Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress , Director, R&D and Jacki Tessmer , Vice President – Product Marketing, Enghouse Interactive.

Self service 78

Self service Contact Center Benchmark Chatbots 78

NobelBiz

FEBRUARY 27, 2024

Performance Metrics and KPIs: Monitoring call center performance is essential. Metrics include First Call Resolution , Customer Satisfaction Score , and Call Handling Time 1. This not only helps in ensuring compliance with protocols but also provides opportunities for coaching and feedback based on actual performance.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Playvox

FEBRUARY 27, 2024

From recognizing employees to making coaching easier, AI can help improve employee happiness, job satisfaction, and overall well-being, among many other benefits to significantly impact company culture and organizational success. But it goes beyond enabling automation. Here are some tips to get started.

Contact Center 73

Contact Center Coaching Real estate Brand ambassadors 73

Branch Mesenger

MAY 29, 2018

In this webinar, Jeanne Bliss and Taylor Pipes chatted about the following topics: How to hire people who care. Corporations that were mentioned in this webinar include: Pal's Sudden Service. We will send those to you so stay tuned and we will send it at the end of the webinar. The importance of empathy. Cleveland Clinic.

Chief Customer Officer 67

Chief Customer Officer Personalization Customer Service Call Center 67

Help Scout

AUGUST 11, 2021

5 Keys for Coaching CSMs to Have Strategic Customer Conversations. If you’re curious about this blog and want to explore more to see if it’s for you, here are some resources you can use to decide: Webinars on Customer Success. Aggregated “toolkits” of paired blog posts, webinars, and ebooks. Tip sheets.

Customer Service 82

Customer Service Coaching Education Best practices 82

SharpenCX

FEBRUARY 18, 2020

Download Now: Grow your management and coaching techniques with 29 key takeaways from your call center manager playbook. To coach your agents towards growth, you have to know what they’re shooting for. A Good Coach. To be successful, you need to build a coaching culture to inspire your agents. What are your goals?

Call Center 84

Call Center Coaching Management Contact Center 84

Tethr

JULY 21, 2020

AIS highlights those behaviors that are best from the customer’s perspective and companies can use that to recognize those agents and as a way to replicate that behavior among other agents through coaching and training. By measuring the agent performance metrics that actually matter to their business, companies see tangible results.

Coaching 69

Coaching Construction Upselling Scripts 69

ChurnZero

MAY 28, 2021

How to maintain regular coaching touchpoints using a tech-touch approach. Maintain regular coaching touchpoints using a tech-touch approach. Invitations to thought leadership webinars and product trainings. In this article, we’ll cover: Why you should avoid letting new users form uneducated product opinions.

Best practices 98

Best practices Coaching SaaS Analytics 98

Monet Software

AUGUST 11, 2020

These individuals take the lead in creating diagnostic tools like monitoring quality in live and recorded contacts, and identifying ways to train, coach and instill a quality mindset at every level. 3 Calibrate Quality Evaluations and Metrics. All of this takes expertise. 4 Drive Quality Organization-Wide.

Contact Center 71

Contact Center Calibration Quality management Call Center 71

Playvox

FEBRUARY 6, 2024

Thankfully workforce management software helps contact centers minimize compliance risks by automatically managing labor regulations, tracking time off, and other important labor metrics. Set goals, objectives, and metrics on how to infuse customer centricity not only in your contact center but across your entire organization.

Quality management 83

Quality management Customer centricity Management Contact Center 83

Amity

JANUARY 11, 2018

We have a Product Coach Team, a Tier 2 Support Team, and a Support Team. Then, we noticed that product coaching impacted our abandon rate greatly. We decided to dedicate 2 people to full-time product coaching. Another team member runs all our webinars and collaborates on content with the Jobber Academy team.

Abandon rate 94

Abandon rate Coaching Feedback Metrics 94

ChurnZero

DECEMBER 18, 2020

To help make sense of the survey data, give their expert take on what it means for Customer Success teams, and offer up maturity recommendations based on the findings, we invited Megan Macaluso, VP Customer Success & Operations at ESG, and Jay Nathan, Chief Customer Officer at Higher Logic, to join us for a webinar. What are your metrics?

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87

ChurnZero

APRIL 26, 2019

Read on to discover how thinking like a Human Resources Manager, introducing your product early, and leveraging a coaching or shadowing program can turbocharge your onboarding experience. . A successful HR manager leverages metrics to forecast, track and report on new employee onboarding. Tip 1: Think Like a Human Resources Manager.

Coaching 58

Coaching Metrics Upselling SaaS 58

Amity

APRIL 7, 2017

For example, if your company’s main goal is growth, identify key metrics that support achieving higher revenues. In this case, the metrics you pick should allow you to show your team’s impact on both existing revenues as well as new business. Register for the webinar! Step 2: Metrics.

Chief Customer Officer 67

Chief Customer Officer Metrics Consulting Consulting 67

Playvox

MARCH 5, 2024

Agents can also gain access to real-time data so they have a clear understanding about their performance metrics, and where they need to adjust to provide exceptional experiences. Worse yet, looking at a small sample might mean you’re coaching agents to improve in the wrong areas, resulting in wasted time, effort, and money.

Quality management 78

Quality management Management Contact Center Coaching 78

Serenova

MARCH 31, 2020

CxEngage Scoreboard includes automated coaching features that can meet this challenge. By utilizing real-time performance dashboards in CxEngage Scoreboard , managers and supervisors can compare agent performance to see the impact of changing conditions on established metrics.

Contact Center 90

Contact Center Gamification contact center solutions Finance 90

SharpenCX

FEBRUARY 11, 2020

It’s vital that you know where your team’s strengths and weaknesses lie, so you know how to coach to better performance. With metrics and KPIs, you set the bar for performance across your contact center. Use metrics to know where your agents need more coaching or training. Tip #3: Coaching for a Better Team.

Call Center 67

Call Center Coaching Contact Center Agent burnout 67

SharpenCX

FEBRUARY 25, 2020

As a call center manager, not only do you deal with high-stress customer situations, but you’re also responsible for team strategy, performance goals, management of budgets, employee satisfaction and coaching. Watch our webinar: Agent Experience has a direct impact on your customer satisfaction. Hmm, both are looking kind of low.

Call Center 76

Call Center Morale Metrics Abandon rate 76

Kayako

NOVEMBER 11, 2015

At each stage I’ll show what metrics to measure and how you can improve conversion rates. MQLs could be outbound calling databases or inbound leads gathered through your website, either through trial requests or registrations to access content such as webinars or whitepapers. Highlight staff trends and plan effective coaching.

Sales 51

Sales Coaching industry standards Feedback 51