Fonolo

APRIL 15, 2020

While training is vital, it isn’t enough to help employees grow professionally at your company or in their careers. It takes constant support and coaching to make sure that your customer service reps are staying on top of their duties while providing the best possible experience for the customers. Training Tools.

Coaching 91

Coaching Customer Service Scripts Morale 91

COPC

SEPTEMBER 21, 2023

Moreover, many training programs use impressive yet daunting terminology and equations that don’t resonate with the majority. Let’s start with a topic that often comes up on my assignments – coaching customer satisfaction (CSAT). So, why do we care, or what does this have to do with coaching CSAT?

Coaching 88

Coaching Contact Center Surveys Metrics 88

Contact Center Pipeline

AUGUST 18, 2021

I’ve always known that I must listen more than I speak when coaching an agent. However, when I first became a team lead, I was always thinking about my response while the other person was speaking. The conversation running in my head kept me from actively listening to what the agent was saying, and I […].

Coaching 130

Coaching Personalization Contact Center Call Center 130

Vistio

FEBRUARY 5, 2024

And at the heart of delivering excellent customer service lies well-trained call center agents. But training call center agents can be a daunting task. Traditional training methods often fall short in preparing agents for the dynamic and unpredictable nature of customer interactions.

Call Center 52

Call Center Healthcare Government Coaching 52

ShepHyken

FEBRUARY 9, 2018

This week we feature an article by Kristin Erikson writes shares great customer service training tips and ideas that will help your company build brand advocacy. Remember customer service training is not something you di, it’s something you do. – Shep Hyken. Customers service training ideas for better brand advocacy.

Customer Service 383

Customer Service Morale Sales Coaching 383

Integrity Solutions

AUGUST 13, 2021

Great sales team coaching takes specific knowledge and functional expertise to build a successful team. By adding Emotional and Social Intelligence to the coaching model, sales team coaches can discover amazing success. And this is particularly applicable when we’re talking about the effectiveness of team coaches.

Coaching 111

Coaching Sales Construction Accountability 111

Integrity Solutions

FEBRUARY 27, 2023

Great sales managers are required to become great coaches. In many sales organizations, managers who rise up through the ranks view themselves as “super reps”—but they would do better to become super coaches instead. At the companies that do this best, managers can spend close to 60% of their time on coaching.

Coaching 62

Coaching Sales Management Employee engagement 62

Integrity Solutions

JUNE 14, 2021

Saying there’s no time for coaching or that someone has already reached their potential are just two of the prominent misconceptions around sales coaching. Whether in sports, in sales or in life, a great coach helps people reach their full potential. Sales Coaching Myths Debunked. Fact: Coaching benefits all performers.

Coaching 107

Coaching Sales Construction Management 107

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. The addition of expanded language support is significant for global brands.

Coaching 59

Coaching Feedback Telecommunications First call resolution 59

Integrity Solutions

AUGUST 24, 2022

If you’ve implemented sales training this year, you’re not alone. Studies have shown that upwards of $15 billion is spent annually on sales training in the United States alone. And are there specific sales training strategies behind that critical investment to help ensure its success and strong ROI?

Sales 88

Sales Coaching Calibration B2B 88

Vistio

MARCH 11, 2024

If you work in a contact center, you know just how crucial a well-trained agent can be. Whether your agents are in sales, customer service, or any other client-facing role, the success of your business often hinges on the effectiveness of your agent’s training. Evaluating the Effectiveness of Your Agent Training Programs 1.

First call resolution 52

First call resolution Contact Center Best practices Coaching 52

CSM Magazine

AUGUST 15, 2022

Simulation training is one of the fastest-growing training approaches for customer service agents. Many of the leading contact centers in the world are leveraging simulation training to provide customer service agents with an automated role-play partner. Simulation Training for Better Human Engagement and Performance.

Customer Service 93

Customer Service Coaching Best practices Contact Center 93

Integrity Solutions

MAY 24, 2023

What Is Sales Training? Sales Training – at its heart – should be about learning to uncover and identify customer needs, thus creating value and providing service. It’s a person’s attitudes, beliefs and a genuine desire to create value for customers that separate high-achieving salespeople from the rest.

Sales 52

Sales Coaching Accountability Personalization 52

Fonolo

NOVEMBER 23, 2021

When you think of the phrase “call center training”, does the word fun come to mind? After all, workplace training has a reputation for being dull with endless PowerPoint presentations and the occasional role-playing exercise. Agent training is more important than ever before. Balancing education and engagement.

Call Center 148

Call Center Abandon rate Gamification Education 148

CSM Magazine

FEBRUARY 7, 2024

Zenarate AI Coach is the first training platform that virtually improves itself from live call trends and intelligence delivered by the new Call Insights actionable data. Over time, these trends and intelligence inform simulation training topics and skills to ensure agents are always on the cutting edge of customer needs.

Coaching 52

Coaching Contact Center Best practices Analytics 52

JustCall

MARCH 9, 2023

Deploying the services of an artificial intelligence coach is a thing now. Organizations are using an AI call coach for sales reps looking to improve their job skills and enhance their training. In fact, middle-ranked agents are incrementally benefiting from an AI coach to improve their performance.

Coaching 52

Coaching Call Center Construction Best practices 52

Balto

JUNE 12, 2023

The top tools used were agent training (46.65%), Customer Relationship Management (CRM) tools (42.68%), and knowledge bases (36.48%), and bringing up the rear were none of the above (5.71%), and gamification tools (9.43%). How can agent training act as a lever to drive positive outcomes for your contact center? Resist this urge.

Contact Center 52

Contact Center Coaching Gamification Upselling 52

Bill Quiseng

FEBRUARY 15, 2022

Don’t offer customer service training. Training is finite, usually only one to several days. Training is one-way, “I know everything, you know nothing” instruction. Training is the how and what of service. Training is what employees do to develop the business. In the end, training is for a job.

Education 78

Education Customer Service Coaching Customer Care 78

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. Reps get the necessary training to complete day-to-day tasks at a certain level. However, they need that extra coaching to truly become incredible agents.

Coaching 98

Coaching Call Center Average Handle Time Feedback 98

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

JustCall

JULY 29, 2021

It involves a continuous practice of coaching sales teams. In fact, sales coaching plays a role in raising a high-performing team of sales reps. But statistics show that with sales coaching, sales teams are able to attain 91% attainment of sales quota. So, are you tapping into coaching for your sales reps?

Coaching 86

Coaching Sales Scripts Construction 86

SharpenCX

FEBRUARY 24, 2023

A study by Walker found that 80% of consumers expected personalized customer service from businesses across all sectors – and they’re willing to pay more for it, too. In today’s digital age, you can no longer afford NOT to provide personalized experiences for your customers. Continuous training means continuous improvement.

Banking 76

Banking Personalization Customer Experience Chatbots 76

Vonage

FEBRUARY 5, 2019

To the customer, the ideal interaction often feels like a conversation – just the customer and the company representative, talking through the issues together, person to person. Whisper coaching” enables managers to listen in on agents’ calls, and when it’s appropriate, they can share advice with the agents, coaching them in real time.

Coaching 125

Coaching Contact Center Analytics Sales 125

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. You give them your personal cell so they can text you anytime with any issues, big or small. . No problem.

Coaching 328

Coaching Customer centricity Accountability Feedback 328

JustCall

MARCH 13, 2023

A sales coaching plan is every sales manager’s best friend. This guide will walk you through how to create a robust sales training roadmap. What is a Sales Coaching Plan? Let’s understand how to create a high-performing and personalized sales training plan. Hit-and-miss sales goals. Lost opportunities.

Coaching 40

Coaching Sales Metrics Best practices 40

Playvox

APRIL 25, 2023

Let’s confess — we’ve all nodded off during on-demand remote training sessions. How can you spice up remote agent training at your contact center to make it the most engaging and effective it can be? This staying power means that those in charge of delivering customer experience (CX) need to rethink how they deliver remote training.

Contact Center 79

Contact Center Contact center software Gamification Feedback 79

ShepHyken

MARCH 10, 2021

If any part of the team isn’t in alignment with the customer service vision, be it an individual or a department – or even an entire region for larger companies – they need to be coached and properly trained. And, when they talk to one person in your organization who is out of alignment, do you know what they think?

Coaching 383

Coaching Customer Service Personalization Management 383

SharpenCX

MAY 12, 2020

Download Now: Help your agents get the hang of working in a call center with these 29 coaching techniques and facts. . The training it takes to get to that level of expertise takes more than just a week or two. To help your agents support a positive customer experience, training has to extend past initial onboarding, too.

Contact Center 128

Contact Center Customer Service Employee engagement Coaching 128

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. More training is necessary when departments have fewer agents on more dispersed teams. The 2023 CX Agents report is available to download here.

Coaching 52

Coaching Telecommunications Contact Center Healthcare 52

Amplifai Coaching Category

JULY 10, 2023

Explore the transformative power of AI in call center coaching – with some help from The Simpsons. From real-time feedback to personalized training, AI enhances coaching effectiveness and drives exceptional customer experiences.

Coaching 40

Coaching Call Center Feedback Personalization 40

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

CCNG

JANUARY 25, 2023

Leadership – “Form More Personalized Connections” Now more than ever, it’s critical that leaders form more personalized connections with their teams. Coaching and Development – “Adapt Based on the Environment” The way your teams learn has now changed, so the way you coach, monitor, and develop your teams needs to change too.

Call Center 195

Call Center Coaching Employee engagement Benchmark 195

Integrity Solutions

MARCH 20, 2020

Last year, a healthcare client requested that we translate our flagship Integrity Selling program – traditionally an in person event – to a virtual program spaced out over multiple days. Benefits of Virtual Training. For clients, flexibility of delivery is a benefit of virtual training delivery. This client needed flexibility.

Healthcare 94

Healthcare Coaching Sales Best practices 94

ShepHyken

JANUARY 27, 2021

I’d like to broaden the topic to anyone dealing with someone else’s problem or question, be it a customer or another person inside the organization, also known as an inside customer. 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.

Coaching 349

Coaching Customer Support Customer Service Marketing 349

Outsource Consultants

APRIL 12, 2021

In part two, we’re focusing on how business leaders can work with their BPO partners to set more ambitious training targets. In the last year, organizations with rock-solid training processes were handsomely rewarded, quickly scaling their teams remotely as the need for work-from-home agents skyrocketed. What gets you over the hump?

Management 125

Management outsourcing Average Handle Time Gamification 125

Etech

NOVEMBER 23, 2017

Coaching employees is important for continuity of an organization. Are you taking time to coach the middle-level managers to be great leaders, maybe even better than you are? Are you taking time to coach the middle-level managers to be great leaders, maybe even better than you are? Coaching focuses on helping, not controlling.

Coaching 84

Coaching Feedback Personalization Management 84

ShepHyken

JANUARY 22, 2020

That quote comes from Dan Sullivan, founder and president of the Strategic Coach program. I’ve learned a lot over the years by attending his workshops and coaching sessions. Words and phrases to describe that type of person include negative, pessimistic, little initiative, complainers and energy vampires. You get the idea.

Coaching 355

Coaching Personalization Customer Service Sales 355