JustCall

MARCH 6, 2023

You can create a dedicated knowledge hub, for instance, with all the useful guides, articles, and videos. Provide regular feedback and coaching Providing regular feedback and coaching to agents can increase agent productivity by helping them identify areas for improvement, set goals, and track progress.

Coaching 52

Coaching Call Center Scripts Construction 52

SharpenCX

JUNE 30, 2021

Find chat tools, video software, and integrations to ensure your remote employees can ask for help and connect from anywhere. Project 2: Create a Compelling Coaching and Training Program (& Make Use of These Resources!). Productive coaching and training doesn’t just happen organically. Learn More ]. Read More ].

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

Calabrio

NOVEMBER 25, 2020

The one-size-fit-all script no longer cuts it. Tech advances are powering better service through all channels, including voice, SMS, chat and in-app messaging as well as video, which is quickly becoming a favored channel, especially during the pandemic. Technology Fuels Contact Center Transformation.

Contact Center 122

Contact Center Self service Analytics Banking 122

SharpenCX

DECEMBER 16, 2020

Don’t force your agents to follow strict scripts and adhere to impossible policies. Think bigger than regular town halls, video chats, and instant messaging. We talk about coaching. That’s because the best managers are great coaches. Put coaching at the top of your priority list.

Management 76

Management Customer Service Coaching Contact Center 76

Babelforce

SEPTEMBER 15, 2021

It contains welcome videos from senior leaders and information about the company’s customers, service lines, and philosophy. Experienced employees can provide real-time coaching and feedback, which many of them sincerely enjoy doing! 4 Go beyond scripts. Scripts help agents provide great customer service.

Call Center 102

Call Center Scripts Contact Center Airlines 102

Quality Contact Solutions

JUNE 15, 2021

Outsource telemarketing supervisors coach both veterans and new agents, so they must communicate appropriately to their audience. Reviewed that I should not stop after objections, but rather go back to the script where I was interrupted return to the point of interruption (RTPOI). Communication: ? Communication skills are essential.

Telemarketing 52

Telemarketing outsourcing B2C Coaching 52

TechSee

SEPTEMBER 29, 2020

There are a wide range of techniques that address individual agents’ skill gaps while boosting cost and time efficiency, such as collaboration, gamification, visual assistance, and whisper coaching. Monotony can be alleviated by changing scripts or desk placement, for example. Enhance performance with motivation.

Call Center 196

Call Center Self service Gamification Contact Center 196

360Connext

FEBRUARY 12, 2018

With options like webinars and online video courses, learners can go at their own pace. Video courses have come a long way, so I’m always tapping into at least one to make sure I’m keeping up. “Education and enrichment of all kinds help us become better versions of ourselves…” -@jeanniecw Click To Tweet.

Education 88

Education Healthcare Scripts Customer centricity 88

Toister Performance Solutions

FEBRUARY 20, 2020

Contact center leaders should monitor all channels, coach agents on their performance, and identify trends. They’re encumbered by strict rules and onerous scripts. Customer service writing expert, Leslie O'Flahavan, provides some great examples in this short video. Quality isn't just a phone thing.

Social media contact 111

Social media contact Contact Center Scripts Accountability 111

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

OctopusTech

JULY 27, 2022

Create a script. Creating a solid framework of your script is the best call center practice as it will help the representatives know how to start and process the call. A planned script will help the operator to easily detect the problems as they can always find hindrances on the same level of call.

Best practices 62

Best practices Call Center Scripts Feedback 62

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 But are they actually measuring true quality? Are the metrics your business focuses on measuring actual quality in any discernible way?

Customer effort 66

Customer effort Scripts Coaching Metrics 66

SharpenCX

FEBRUARY 24, 2023

For example: Use your highest performing agents to “buddy up” and coach their peers. Develop a resource library for your agents with training materials, sample scripts, and more. Training needs to be ongoing and can be done in a variety of ways. Create healthy competition with a leader board or performance tiles.

Banking 76

Banking Personalization Customer Experience Chatbots 76

Toister Performance Solutions

DECEMBER 20, 2018

One of the great things about training videos is the scenes where actors play out a customer service scenario. A common complaint for many training videos is the scenes are unrealistic and cheesy. The contact center set used in the video above was the same one used for my course, Phone-Based Customer Service.

Contact Center 50

Contact Center Scripts Customer emotions Coaching 50

JustCall

DECEMBER 1, 2022

Face-to-face motivation sessions using video can truly connect help you with your team members. Through video communication, phone calls, and sharing of documents, it is possible to contact and motivate all members of your team when necessary. Provide Regular Feedback And Coaching. Practice Flexibility. Optimize your strategies.

Call Center 52

Call Center Management Agent burnout Scripts 52

Noble Systems

MAY 11, 2021

ASR and custom rules that monitor legal compliance and script adherence enable companies to identify non-compliant language and interactions missing the necessary disclosures. This helps management train and coach to ultimately mitigate compliance risk. Video: A Conversation with Jim Noble and Nancy Jamison .

Analytics 52

Analytics Interactive Voice Response Coaching Self service 52

SharpenCX

JUNE 10, 2021

Start with coaching and training. Create a strategy that sets your agents up for success, and coach them to always improve and reach their personal goals. Use in-line training paired with automation to cut down on the time you spend searching for coaching moments. Provide your agents with the right tools.

Morale 67

Morale Call Center Contact Center Coaching 67

Callminer

FEBRUARY 4, 2021

Coaching needs to happen in real time from management. Video calls are one great way to bring more customers into a direct line of communication with your team. If that requires specific training for your staff or changes to call scripts to further show you are there for your customers, then that should absolutely be done.

Call Center 345

Call Center Contact Center Finance Consulting 345

Fonolo

NOVEMBER 17, 2020

To achieve that within a remote or hybrid work environment, we’re going to see more contact centers reach for a cloud-based technology that drives camaraderie, increases visibility, allows supervisors to coach from anywhere, and enables agents to self-manage.” 4) Video Chat Will Get More Face Time. Video Support.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Calabrio

NOVEMBER 25, 2020

The one-size-fit-all script no longer cuts it. Tech advances are powering better service through all channels, including voice, SMS, chat and in-app messaging as well as video, which is quickly becoming a favored channel, especially during the pandemic. Technology Fuels Contact Center Transformation.

Contact Center 52

Contact Center Self service Analytics Banking 52

Serenova

OCTOBER 24, 2019

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. After waiting 15 minutes for their order, they finally gave up and asked for a refund. When the cashier refused, the manager stepped in.

Customer Service 67

Customer Service Quality management Airlines Scripts 67

Ann Michaels and Associates

OCTOBER 28, 2018

Our Assurance team, which more than doubled in size in 2012, ensures team members have the skills needed to uphold this by providing ongoing coaching and positive enforcement when team members are speaking with clients. One key value is serving ‘every client, every time, no exceptions, no excuses,’” says the Quicken Loans Training team.

Construction 61

Construction Surveys Scripts Feedback 61

ThriveableBiz

DECEMBER 11, 2022

Create winning videos for your marketing. So you want to start using videos for your marketing strategy. this is the blog I wish I had before starting my video journey. This is for those of you who have decided to give video marketing a go. The first thing I want to share is not to be frightened of videos.

Marketing 52

Marketing Scripts Entertainment Coaching 52

ThriveableBiz

DECEMBER 11, 2022

Create winning videos for your marketing. So you want to start using videos for your marketing strategy. this is the blog I wish I had before starting my video journey. This is for those of you who have decided to give video marketing a go. The first thing I want to share is not to be frightened of videos.

Marketing 52

Marketing Scripts Entertainment Coaching 52

COPC

JULY 5, 2017

s resident expert on recruiting, hiring, training and coaching for call centers and CX operations. For instance, it is more important than ever that agents possess “true empathy” for their customers and not “scripted empathy.” Scripted empathy is when an agent says, “I do apologize,” which comes across as disingenuous.

Coaching 40

Coaching Scripts Call Center Technical Support 40

Integrity Solutions

MAY 24, 2023

When participants leave sales training, there must be a structured follow-up process that ensures: Accountability for real-world application Repetition Feedback on progress Positive reinforcement and supportive coaching For sales training and skills to turn into a way of doing business, they have to be hard-wired into the culture.

Sales 52

Sales Coaching Accountability Personalization 52

Enghouse Interactive

OCTOBER 21, 2020

But if that data is captured, the AI tools will have analyzed their inquiry, and will be able to provide the agent with everything required to quickly resolve the customer’s issue, from detailed scripting, relevant support information, and access to internal subject matter experts if necessary.

Self service 76

Self service Contact Center Benchmark Chatbots 76

JustCall

DECEMBER 10, 2020

Discuss experiences in the form of training workflows or product videos. As Jamie Sheepway, the Director of Service & Coaching at ShopPros believes, "When it comes to training in a call-center environment, there must be a step by step process. Day 3 is practicing the scripts on the phones by calling me or my team.

Best practices 52

Best practices Call Center Sales Average Handle Time 52

SharpenCX

AUGUST 5, 2020

Coach your agents to prioritize lasting resolutions, too. Let’s flip the script a bit, though. But, a year from now, when your WiFi speeds grind to a halt during your fifth consecutive video chat, you’ll need a company representative to intervene. And, they cited it 18% more often than issues getting resolved in a timely manner.

Self service 76

Self service Multichannel Scripts Contact Center 76

Comm100

JUNE 30, 2016

” This course contains no video or audio components, and requires students receive an 80% or above on each assessment to be eligible for certification. Keep in mind that in order to qualify for free coaching materials, potential instructors must complete the courses with passing scores. Cost: $1500-$2600. Audience: All levels.

Customer Service 55

Customer Service Banking Education Scripts 55

Comm100

MARCH 8, 2017

From helpful articles and videos, to truisms about the industry, Shep Hyken’s Twitter game is as strong as ever in 2017. Free Download] 120+ Ready-to-Use Live Chat Scripts for Both Sales and Customer Service. If you don’t currently have a script on hand, download our free Live Chat Scripts to Make Stellar Agents.

Customer Service 0

Customer Service Chief Customer Officer Customer centricity Scripts 0

Dialer 360

NOVEMBER 16, 2018

Advanced technology, telemarketing has expanded to include video conference calls as well. Use A Good Script. Scripts would sound over-formal as don’t need to clear on why you are calling and what is the purpose. This is a small plug for coaching courses. Best coaching/training can significantly enhance success.

Telemarketing 22

Telemarketing Sales Scripts Coaching 22

Callminer

APRIL 23, 2019

Train agents thoroughly on everything compliance-related and integrate PCI best practices into their scripts. Digitized voice, voice recordings, recordings of IVR/DTMF tones, images, videos, text data, and hard copy all must be protected.” – Call Centers and PCI Compliance: Things You Need to Know , Control Gap; Twitter: @ControlGap.

Best practices 159

Best practices Call Center Banking Contact Center 159

JustCall

APRIL 9, 2024

> GoTo Connect: A cloud-based app with call routing and video conferencing capabilities. > These features allow you to analyze call recordings , identify potential coaching opportunities, and provide targeted feedback. These tools support knowledge sharing, coaching, and real-time support for agents. Multi-level IVR.

voip 40

voip Sales Scripts CRM 40

Helpware

AUGUST 28, 2018

Usually, customer service representatives are given a set of scripts to follow depending on why a customer is calling. While half of your head is daydreaming about margaritas on the beach, the other half is rattling off the script. Events like this usually lead customers to alternative companies or a YouTube DIY video.

Customer Service 43

Customer Service Scripts Benchmark Government 43

Integrity Solutions

SEPTEMBER 28, 2023

They don’t want ten minutes of on-hold music only to hear canned, scripted responses that ignore their real issues and needs. Training and coaching will activate your values and make them visible to the customer. Managers have to coach and set expectations around a customer-focused approach. Customers want empathy.

Customer Service 110

Customer Service Coaching Contact Center Banking 110

SmartKarrot

JANUARY 6, 2022

With any software mentioned in this list, you can run quicker call QA, deliver personalized SDR coaching, and enhance conversation outcomes like improved CSAT, higher NPS, better sales, etc. Conversation intelligence helps the sales manager find areas where the representatives require sales coaching. CallHippo Coach. includes –.

Coaching 10

Coaching SaaS Benchmark Feedback 10