Uniphore

JUNE 10, 2021

3 Ways Call Center Coaching is Leading to Customer Churn. It’s no secret that better coaching creates more effective agents and better overall customer interactions. Why then do so many call centers struggle to convert coaching into real, measurable results? Smarter Coaching Is A Smart Investment.

Coaching 59

Coaching Call Center Average Handle Time Contact Center 59

CSM Magazine

FEBRUARY 1, 2022

Calabrio, the customer experience intelligence company, today announced its new coaching solution for agent performance management, Calabrio Performance Coaching. Identifying individual or team skill gaps allows leaders to better offer coaching and support to agents that need it.

Coaching 52

Coaching Gamification Customer Service Quality management 52

ShepHyken

APRIL 8, 2020

You can survey customers over the phone, via email, in focus groups and more. In addition to being a great speech coach, Patricia is also a dynamic keynote speaker. Find that person—or those people—and you’ll get feedback that’s worth a lot more than the cost of a few donuts! There are plenty of ways to get feedback.

Coaching 308

Coaching Feedback Customer effort Surveys 308

Balto

SEPTEMBER 13, 2022

So, it comes as no surprise that today’s consumers have peak expectations for the level of personalization they’ll now receive from the banking or financial services contact center. Here’s how to achieve heightened personalization in financial services contact centers. Why is Personalization Important in the Contact Center?

Banking 52

Banking Contact Center Personalization Self service 52

Integrity Solutions

APRIL 8, 2024

Exacerbating this issue is the fact that sales training and coaching doesn’t always help salespeople with these internal motivation issues. But that doesn’t mean you can’t develop and coach around these inner factors. That’s just the simple truth.

Sales 73

Sales Coaching Personalization Surveys 73

Integrity Solutions

SEPTEMBER 2, 2022

As one writer put it , “If anything, it seems like quiet quitters are just striving to set healthy boundaries between their jobs and their personal lives.” Great managers are able to craft meaningful, motivating work experiences that almost by definition keep the person engaged. How do they do it?

Management 119

Management Coaching Employee engagement Surveys 119

Integrity Solutions

APRIL 8, 2024

Exacerbating this issue is the fact that sales training and coaching doesn’t always help salespeople with these internal motivation issues. But that doesn’t mean you can’t develop and coach around these inner factors. That’s just the simple truth.

Sales 64

Sales Coaching Personalization Surveys 64

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

Playvox

FEBRUARY 18, 2019

“Excellence happens when you try, each day, to both do and be a little better than you were yesterday.” — Pat Riley (former NBA coach). You’ll use call recording, live chat, customer feedback, surveys and more to gain a deep insight into agents’ capabilities. Managers may want to get involved in coaching too.

Coaching 40

Coaching Customer Service Call Center Surveys 40

Integrity Solutions

AUGUST 13, 2018

Few activities are considered as important as sales coaching. So why do so many companies still struggle to make coaching pay off? Coaching is pivotal to maximizing sales potential. It’s now well-established that a strong coaching culture is something high-performing companies have in common. By Mike Esterday.

Coaching 52

Coaching Sales Management Surveys 52

SharpenCX

OCTOBER 6, 2021

A Korn Ferry survey reports that 33% of those changing jobs cite boredom as the top reason why they are leaving. Then, focus your training for each user group, teaching agents to become special experts so your customers always get help from the best possible person. Then, send out a customer and agent survey.

Contact Center 128

Contact Center Coaching Metrics Employee engagement 128

CCNG

APRIL 20, 2022

This King of Rock' n Roll quote may be the purest basis for considering any personal or business challenge. For example, a digitized agent coaching system enables team leaders to document their support interactions with agents and simultaneously capture key metrics about every touchpoint relevant to their routine.

Customer Experience 195

Customer Experience CCNG Analytics Gamification 195

Integrity Solutions

AUGUST 13, 2018

Coaching is pivotal to sales success. It’s now well-established that a strong coaching culture is something high-performing companies have in common. In study after study, coaching is shown to play a key role in driving sales performance and revenue achievement. Provide coaching for the sales managers themselves (+10%).

Coaching 42

Coaching Sales Management Surveys 42

CSM Magazine

MAY 3, 2023

Zenarate , the leading AI Simulation Training solution for contact centers, today announced the CX Agents: A Survey of CX Leaders Regarding Their Most Valuable Asset report. Survey findings revealed that 62% of respondents follow a hybrid work model. Survey findings revealed that 47% of CX leaders reported fewer than 100 agents.

Coaching 52

Coaching Telecommunications Contact Center Healthcare 52

NICE inContact

NOVEMBER 23, 2015

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. This type of preparation is also helpful when coaching agents in the contact center.

Coaching 49

Coaching Best practices Construction Contact Center 49

ShepHyken

DECEMBER 23, 2022

Currently, on-premise solutions are the most common, with 88% of organizations using some on-premises UC solutions, according to a recent five-country research survey conducted by Techaisle. Hybrid work is taking the global workforce by storm, but the Techaisle survey found that only 11% of organizations have a hybrid-first mindset.

Surveys 174

Surveys Education Enterprise Technology 174

Callminer

DECEMBER 11, 2018

In our recent survey and report, The CallMiner Index which identifies in the UK and US the sectors that have the highest churn rates and reveals the reasons why consumers switch suppliers. Our surveys discovered that consumers will use up to nine channels to contact a supplier to try and get the result they want.

Call Center 196

Call Center Self service Surveys Coaching 196

Myra Golden Media

APRIL 11, 2023

Additionally, ongoing coaching and feedback can help agents improve their performance and stay motivated. AI can free your agents to focus on complex customer issues and provide personalized service. Another way to implement a data-driven approach is by conducting customer surveys and collecting feedback.

Average Handle Time 156

Average Handle Time Contact Center First call resolution Analytics 156

SharpenCX

DECEMBER 13, 2021

Here are a couple ways to do so: Send Out Surveys: It can be hard to ask for honest feedback. But, surveys may be the easiest way to get honest information about how your employees are feeling about work. Use agent satisfaction surveys to help quantify agent sentiment and happiness.

virtual call center 128

virtual call center Call Center Metrics Coaching 128

Beyond Philosophy

AUGUST 9, 2017

Bekerman said his managers feel they have more time to coach employees; a task Bekerman described as “more meaningful” than counting paper. On the one hand, speeding up service and eliminating mundane tasks to free employees up to do other tasks, like coaching their direct reports, seems like it would be a boon to Customer Experience.

Banking 0

Banking Coaching Surveys Employee engagement 0

Comm100

JUNE 26, 2018

With the World Cup in full swing, now is probably the perfect time to talk about one of the essential elements of any team – the Coach. Coaches are focused on improving performance during the moment, and the skills required for an excellent coach are very distinct. This is where a coach comes into play. Coaching Skills.

Coaching 43

Coaching Feedback Morale Accountability 43

Playvox

JANUARY 25, 2024

Operational costs – Agents who aren’t invested or lack training, feedback, or coaching tend to be inefficient, ultimately costing your business financially. Prevent and close employee skill gaps with a seamless integration to coaching. And 46% of customers will buy more when given a personalized experience.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Toister Performance Solutions

SEPTEMBER 14, 2023

They share tales via conversations, surveys, and even emails or letters. I was helping a university's parking department analyze its customer service survey results when an unusual trend emerged. A little more digging revealed these employees went out of their way to create personal connections with the people they served.

Surveys 109

Surveys Coaching Customer Service Feedback 109

Playvox

NOVEMBER 1, 2022

Agents in our survey were resounding in their praise for remote work arrangements. A sprawling 2022 survey of more than 20,000 knowledge workers by Microsoft offers some insights. Coach And Motivate. Another fear many managers have is how to engage with remote workers and coach them to improve when they need it.

Contact Center 74

Contact Center Schedule adherence Average Handle Time Coaching 74

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. Personalize recognition efforts by acknowledging individual achievements and contributions.

Morale 78

Morale Gamification Contact Center Quality management 78

Integrity Solutions

NOVEMBER 13, 2020

While most healthcare sales leaders already know how to manage and balance the two, the distinction here is that they have to be able to coach their teams to do the same. In other words, “in-person contact will remain an important tool in the sales rep toolbox. Coaching Healthcare Sales Reps to Excel.

Healthcare 112

Healthcare Sales Coaching Customer centricity 112

COPC

JANUARY 15, 2024

According to the 2023 survey, only 71% of respondents felt their training adequately prepared them for success, down three percentage points over two years. Note that the same surveyed staff who are satisfied with their training are 200% more satisfied with their jobs. It can identify common training and knowledge gaps among teams.

Best practices 79

Best practices Employee engagement Coaching Feedback 79

delighted

DECEMBER 8, 2021

These free integrations help you send surveys at just the right moment and get richer customer insights for your team, freeing you up to take action. Blueshift: Trigger surveys at any point of the customer journey. MaestroQA: Enrich agent coaching with real-time customer feedback. Head here to check out SupporTrends.

Feedback 75

Feedback Coaching Surveys Marketing 75

CCNG

OCTOBER 6, 2020

Identifying communication and energy preferences does not have to be an arduous task; I simply asked each person their primary and secondary communication preferences, and when they typically felt the most energy to complete work (or when their ideal time to work was), and then noted it in an Excel sheet.

CCNG 195

CCNG outsourcing Surveys Coaching 195

Playvox

JANUARY 30, 2024

Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching. According to a recent Gallup survey , only 23% of employees worldwide and 32% in the U.S. Others seek intrinsic rewards such as personal growth and development.

Gamification 79

Gamification Contact Center Coaching Quality management 79

Call Design

SEPTEMBER 2, 2021

We define our agents as “top producers” or “needs coaching”. In the end, you still feel like you’re picking person X over person Y because they have a better reason. Pulse surveys are a great way to get that feedback. Clearly this leaves one last thing to focus on “the right agent”. Dan Smitley.

Schedule adherence 148

Schedule adherence Coaching Finance Interactive Voice Response 148

Upstream Works

DECEMBER 14, 2022

AI applications can coach agents in real-time to better handle difficult situations. Supervisors can still play that role, but they cannot respond nearly as fast, nor can they provide that coaching for every customer interaction. One way is with a follow-up survey or poll. One way is with a follow-up survey or poll.

Chatbots 78

Chatbots Contact Center Coaching Surveys 78

Balto

JUNE 12, 2023

In this post, we’re going to cover 3 ways to create value with agent training: Deliver personalized 1-on-1 training to see the best results. Managers also have to personalize and tailor the content of the training directly to that agent, making it best suited to tackle their particular areas of improvement.

Contact Center 52

Contact Center Coaching Gamification Upselling 52

CX Accelerator

DECEMBER 31, 2018

Other Actions: Coach your leaders to use the leadership behaviors you'd like to see, taking care to model how you want them to coach their direct reports.Ask your leaders to emulate the service vision when working with employees. From Jeremy Hyde: How do your leaders calibrate on what they “coach” on and how/when they approach it?

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Global Response

MARCH 27, 2024

An effective call center script balances consistent service quality with personalized customer interactions. Flexibility for personalization: While providing a structured approach, your script should allow agents flexibility to personalize the conversation based on the customer’s responses and needs.

Scripts 62

Scripts Call Center Customer Service Coaching 62

Balto

FEBRUARY 6, 2023

We surveyed over 620 tenured agents to understand if they view the contact center as a strong career path, and the answer was a resounding yes. Here’s why: The contact center is a people person’s dream job —agents get to work on their social skills, form relationships with others, and solve problems for customers. In our survey, 46.7%

Contact Center 52

Contact Center Coaching Surveys Scripts 52

Integrity Solutions

JANUARY 6, 2021

With the stresses of the pandemic, uncertainty in the business environment, and pressures of working from home and juggling personal and professional lives, we’re all looking forward to a fresh start in 2021. Coach for Sales Success. Is coaching a priority, or are they “too busy” for it? What about your managers?

Coaching 79

Coaching Sales Morale Personalization 79