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How to Effectively Train and Coach Employees with Call Recordings

JustCall

Training and coaching are not just boxes to tick; they’re the heartbeat of employee growth and a company’s journey to success. In this blog, we’ll explore the challenges of agent training and coaching and how call recording makes a difference. year-over-year — the focus is clear. The disconnect is immediate.

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Great Sales Managers Have to Be Great Coaches

Integrity Solutions

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.

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Now presenting: A guide to TEI

Tethr

This guide explores how and why TEI was built , how brands are using TEI to drive down systemic issues and how teams can better coach agents with the insights they gather using the tool. The post Now presenting: A guide to TEI appeared first on Tethr.

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10 Steps for the Best Call Center Coaching Session

Expivia

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.

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Top Techniques for Coaching Your Contact Center Agents

Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager at SupportLogic

Traditional methods of agent coaching lack the ability to automatically analyze the unstructured data inside support interactions to identify opportunities for improvement and reward strong performance. Attendees will walk away with insight on the following: Critical components for coaching programs.

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Why 61% of Successful Agents Use Call Coaching Software

Balto

Myth: Call coaching software is only helpful for onboarding new agents. Fact: 61% of tenured agents use call coaching software and those who do have higher job satisfaction and other success metrics across the board. How Does Call Coaching Software Help New Agents? How Does Call Coaching Software Help Tenured Agents?

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Powering coaching opportunities with the Agent Impact Score

Tethr

QA scorecards as they stand present limitations to CX and customer service leaders. Innovations in AI and machine learning can help identify specific agent behaviors that need coaching. Powering agent coaching opportunities. A Fortune 1000 retailer is using AIS to power agent coaching opportunities.

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

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.