Brad Cleveland Blog

NOVEMBER 11, 2020

In the most engaged teams I’ve seen, there are solid coaching principles at work. But the ultimate leadership secret is to approach training, coaching and performance standards as opportunities to empower your employees to coach themselves.

Coaching 29

Coaching Customer Service Quality management Contact Center 29

Sikorski's Think Abouts

APRIL 5, 2015

What will coaching do? Own the quality of their team. Own the quality of their team. Modify agent behavior through coaching. This week’s question for your employees – Why do you like being coached? WebTV Show Video Archives [link]. Correct undesirable behaviors. Improve communications skills.

Coaching 45

Coaching Calibration Contact Center Call Center 45

Playvox

DECEMBER 21, 2022

While these are great virtual meeting tools for communicating in and engaging as a group, you might need other technology in place for one-on-one coaching for individual agents. an agent at a pharmaceutical company, told us she’s a visual learner, so she likes to review new material with self-paced videos followed by instructor-led training.

Contact center software 52

Contact center software Contact Center Coaching Quality management 52

Aspect

AUGUST 26, 2019

The more you know about the details of what’s happening in your operation, the better you can be at deciding whom to hire, whom to coach, what training to require, when to request voluntary OT, how many people to staff for chat and 1,000 other issues. The contact center is drowning in information but starving for knowledge.

Big data 102

Big data Management Journey mapping Contact Center 102

NobelBiz

FEBRUARY 27, 2024

This not only helps in ensuring compliance with protocols but also provides opportunities for coaching and feedback based on actual performance. By identifying areas for improvement, call centers can increase the quality of service and customer satisfaction.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

CSM Magazine

MARCH 13, 2022

Those who scored higher in Total Experience empower employees with newer tools and platforms (messenger platforms, video chat, chatbots, and virtual assistants) that simplify support and transform customer experiences. Most companies employ the standard customer support tools and platforms, such as email, phone, and social media.

Gamification 52

Gamification Customer centricity Self service Surveys 52

Playvox

SEPTEMBER 30, 2021

You’re probably familiar with one of the most famous examples: the gamification of physical movement in Just Dance , a video game that encourages players to imitate an animated dancer on the screen. It also lets supervisors assess them and take the necessary action to help with training and coaching. Quality Management.

Gamification 52

Gamification Call Center Contact Center Coaching 52

Aspect

SEPTEMBER 21, 2018

Issue a company computer to manage security and software compliance. Define video specifications, and setup as needed. If the agent is never required to come onsite, or cannot due to being too far away from the contact center location, infrastructure and quality management must be adequately addressed.

At home agents 78

At home agents Coaching Gamification Metrics 78

Playvox

OCTOBER 18, 2022

Our study showed that video conferencing software, such as Zoom, was the most common technology (54%) customer support centers chose in the past year, followed by collaboration software such as Slack (27%). Don’t forget to close the coaching loop — younger generations, in particular, appreciate the chance to give feedback of their own.

Contact Center 69

Contact Center Management Coaching contact center workforce 69

Playvox

JANUARY 13, 2022

But I bet if you ask most people how they use their devices, they’d say to text, chat, scroll through social media, stream videos or music, and to shop online. Chat apps like these make it easy for customers to send you messages and images, and, yes, even to interact on a voice or video call. Quality Management (QM) Solution.

Cloud contact 52

Cloud contact Best practices Contact Center Gamification 52

NICE inContact

JUNE 20, 2019

Traditionally quality management in the contact center has been focused on evaluating agent-assisted interactions — mainly phone. Incorporating evaluations on online assistants/chatbots and IVR into your quality management program could be the best and easiest place to start bridging this gap. 5) Continue to evaluate.

Interactive Voice Response 70

Interactive Voice Response Chatbots Contact Center Quality management 70

Serenova

OCTOBER 24, 2019

When the cashier refused, the manager stepped in. His reaction was caught on video. The video of the enraged response, which involved screaming obscenities and insults, was posted on Facebook and the incident covered by local media. Tom and Tina Olszewski went to a McDonald’s drive-thru with their 9-year-old son.

Customer Service 67

Customer Service Quality management Airlines Scripts 67

DMG Consulting

MARCH 12, 2018

Quality assurance (QA)/quality management (QM) – interactions, either recorded or live, assessed on an evaluation form and scored against established contact handling criteria. sales, collections, etc.).

Contact Center 48

Contact Center Gamification Coaching Analytics 48

Brad Cleveland Blog

MAY 24, 2016

The post Connecting Hiring, Training and Coaching appeared first on Brad Cleveland.

Coaching 26

Coaching Quality management Contact Center Call Center 26

Enghouse Interactive

JULY 29, 2021

These tools can also translate speech to text, which can be quickly searched to find a specific word or phrase in audio, digital, or video streams, enabling “problem interactions” to be easily located and evaluated. Future-Proofing with Cloud, Teams, and Video .

Scripts 96

Scripts Contact Center Benchmark CRM 96

Enghouse Interactive

JULY 7, 2021

With decentralized contact center operations and staffing, the need to provide more comprehensive and flexible approaches for agent quality assessments has emerged. The result is that agents will benefit from more time spent being proactively coached, leading to agents being more motivated and engaged.

Scripts 52

Scripts Coaching Contact Center Call Center 52

Enghouse Interactive

JANUARY 13, 2021

AI, Teams UC and Video. . Lots of companies are exploring how to use Artificial Intelligence (AI), Microsoft Teams, Unified Communications (UC), and Video to meet the ever-increasing expectations of their customers, and by extension, how better to engage with their partners, suppliers, and even their own internal people. New approach?

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Serenova

OCTOBER 7, 2020

Rather than breathing down their digital necks — as many businesses now seem to be inclined to do — focus instead on day-to-day customer support KPIs for your call center, like interaction quality and customer satisfaction. Video can humanize interactions for agents, as well as customers. Give agents structure and agency.

Call Center 52

Call Center Contact Center virtual call center At home agents 52

Enghouse Interactive

FEBRUARY 5, 2021

Unified communication (UC) tools such as Microsoft Teams, which allow staff to work together closely, communicate through chat, voice or video and share documents provide a platform to recreate the positive side of the office, wherever people are working from. Quality management systems.

Self service 40

Self service Coaching Chatbots Quality management 40

Enghouse Interactive

OCTOBER 21, 2020

Then as deemed necessary, investigate automated live “in-call” coaching to spot check support levels in real-time. Optimize your Knowledge Base to ensure it supports a wide range of types of “Augmented Conversations” across all possible issues. Highlight compliance issues, deviations, exceptions, and treat them accordingly.

Self service 76

Self service Contact Center Benchmark Chatbots 76

DMG Consulting

APRIL 16, 2019

Social media depends heavily on real-time responses; omnichannel service requires companies to respond to a variety of media, such as chat, SMS, and video, in real time; and globalization has opened the door to worldwide resources and requires immediate responses for customers worldwide.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Brad Cleveland Blog

MAY 24, 2016

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Coaching 21

Coaching Quality management Contact Center Call Center 21

Brad Cleveland Blog

MAY 24, 2016

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Coaching 20

Coaching Quality management Contact Center Call Center 20

Brad Cleveland Blog

JULY 14, 2015

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Coaching 21

Coaching Quality management Contact Center Call Center 21

Brad Cleveland Blog

JULY 14, 2015

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Coaching 20

Coaching Quality management Contact Center Call Center 20

Sikorski's Think Abouts

APRIL 19, 2015

WebTV Show Video Archives [link]. If not, what is your plan to prove why you need more? Thank you for reading and sharing! Warmest regards, Laura Sikorski – Independent Call Center Consultant. lsikorski@laurasikorski.com.

Calibration 40

Calibration Call Center Consulting Consulting 40

MiaRec

JANUARY 15, 2024

AI-Driven Agent Feedback and Coaching : Our AI-powered solutions will not only score calls but also provide invaluable feedback and coaching for agents. Watch Tatiana Polyakova as she reveals "What's New at MiaRec in 2024" in the video below or read the full script of the interview below: And that's just the beginning!

Coaching 52

Coaching Scripts Feedback Contact Center 52

Playvox

OCTOBER 12, 2022

When training remote contact center agents by video, record the calls so agents can watch them again later for clarity or to reinforce coaching. Video conferencing may be the single most important tool for managing remote contact center agents. Related Article: Best Contact Center Games to Play Remotely.

Best practices 76

Best practices Contact Center Management contact center solutions 76

Enghouse Interactive

OCTOBER 12, 2021

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Customer Experience 72

Customer Experience contact center solutions Morale Self service 72

Enghouse Interactive

OCTOBER 19, 2020

AI Makes It Possible (Blog Series). Constant Learning Improves AI Recommendations.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

Enghouse Interactive

SEPTEMBER 20, 2021

Agents and Supervisor s: increase their real-time communications, more quickly engaging with supervisors when situations require it, while also enabling instantaneous agent feedback and coaching to accelerate the development of agent skills. Find out more. Metrigy Research: Q3, 2021: UC, Contact Center Integration Drives Business Value.

contact center solutions 67

contact center solutions Contact Center Call flow Quality management 67

Netomi

JANUARY 5, 2022

A former CEO group leader, and executive coach with the world’s largest chief executive organization, David has worked with thousands of CEOs and business leaders on their business brand, customer experience, and competitive advantages. Kate Nasser, The People Skills Coach and founder/president CAS, Inc. Kate Nasser.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

JustCall

APRIL 5, 2023

Five9 Overview Five9 is a virtual call center with customer engagement functions like voice calls, email, chat, social, SMS, video, and so on. Five9 has additional features like customizable templates, data visualization, and employee coaching tools. Avaya Pricing Plans Essentials Standard Premium Ultimate $22.99/user/month

voip 52

voip Interactive Voice Response APIs Contact Center 52

8x8

FEBRUARY 6, 2019

Speech Analytics is part of 8x8 X Series that provides managers with instant access to the information they need to better align resources with activity, deliver fact-based coaching and intelligently automate call routing. Quality management. Performance management tool built around collaboration and coaching.

Analytics 48

Analytics CRM APIs Contact Center 48

Enghouse Interactive

APRIL 13, 2021

Video… . No disruption to contact center call handling capabilities, just the benefits of being able to now handle different ways customers want to engage with your organization: SMS. Facebook Messenger. and be ready to handle what comes next.

Contact Center 91

Contact Center Morale Technology Self service 91

NobelBiz

MARCH 23, 2022

They communicate by e-mail, chat, text messaging, media chats with video, and other means. Coaching, recording, and other on-the-spot solutions There are numerous ways to boost your ROI with today’s call center technologies. On-call coaching, call recording solutions, call whispering , and many other available examples.

contact center solutions 52

contact center solutions Contact Center voip call center software 52

Enghouse Interactive

FEBRUARY 18, 2021

Artificial Intelligence (AI), Unified Communications (UC or UCaaS), and Video have become so pervasive in all aspects of our daily lives, it’s almost surprising that we still need to talk about the need for and advantages of using these technologies in order to meet your customers’ needs…and hopefully exceed their expectations.

Contact Center 56

Contact Center Analytics Self service Finance 56