Customer Survey Agent Coaching
SQM Group
MAY 30, 2022
Using post-call customer survey data and feedback is a best practice for coaching agents to improve or provide great customer service.
Contact Center Coaching to Improve CSAT
COPC
SEPTEMBER 21, 2023
Let’s start with a topic that often comes up on my assignments – coaching customer satisfaction (CSAT). It is also the most common coaching example I get when I ask to see how supervisors coach their team. So, why do we care, or what does this have to do with coaching CSAT?
Coaching 
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VoC Agent STAR Coaching
SQM Group
APRIL 27, 2022
SQM has developed a post-call surveying Voice of Customer feedback approach for agent STAR coaching that can be used for a single call or a monthly post-call survey coaching session.
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The Link Between Coaching Skills For Sales Leaders and Sales Coaching Maturity
Integrity Solutions
DECEMBER 15, 2020
Effective sales coaching yields results, and sales leaders intuitively seem to understand this. You don’t have to look far to find another article or blog post talking about the importance of coaching in the workplace. In the world of sales, coaching is seen as critical for driving growth and developing excellence within sales teams.
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Executive Report: The Customer Data Too Often Overlooked by the C-Suite
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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.
Why Coaching? The Business and Personal Cases
Integrity Solutions
JULY 22, 2021
When you hear the word “coach”, what comes to mind? We often associate “coach” with a sports analogy. Historically, a coach was a horse-drawn carriage that transported important people from where they were to where they wanted to be. Isn’t that what you want to do when coaching? The Business Case for Coaching.
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Why the best contact centers ignore survey scores
CX Global Media
AUGUST 27, 2018
When it comes to improving survey scores, most contact centers have way too many obstacles and paths in front of them, so they need to learn to take a path less traveled. Ignore Survey Scores. If so, it’s time to ignore your survey scores. When thinking about survey scores, you need to do just that. Ignore to Focus.
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How to Make a Call Center Agent Engagement Survey
Fonolo
MAY 27, 2021
Measuring engagement through surveys allows for employees to feel heard. That’s why agent engagement surveys are so important. What is the Purpose of an Agent Engagement Survey? Agent engagement surveys help you reach the end goals of better profits and agent performance. Best Practices for Agent Engagement Surveys.
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Are Your Employees Blocking Your Customer Satisfaction Surveys?
Myra Golden Media
APRIL 4, 2019
Are Your Employees Blocking Your Customer Satisfaction Surveys? “In In about a week you’ll get a survey from us. So, if you don’t like your experience today, please don’t fill out the survey.”. In about a week you’ll get a survey from us. So, if you don’t like your experience today, please don’t fill out the survey.”.
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“Only an 8? Not a 10 today?” Gamed HealthCare Surveys
Interaction Metrics
OCTOBER 31, 2023
What’s going on with Providence’s healthcare surveys? Does Providence’s CEO Rod Hochman want to execute a strategy based on gamed survey data? Or is Providence Health & Services unaware that it collects deeply flawed survey data? The term survey-begging aptly captures what’s going on.
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Powering coaching opportunities with the Agent Impact Score
Tethr
JULY 23, 2020
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. With this understanding, he can be more effectively coached to improve. Now, agents aren’t perfect.
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Why 61% of Successful Agents Use Call Coaching Software
Balto
FEBRUARY 20, 2023
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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Sales Management Coaching Skills For Growing Tech Companies
Integrity Solutions
JUNE 23, 2020
Beyond Management 101, Sales Coaching Builds Company Culture. And there’s one specific management responsibility that can unlock all three: coaching. Why Tech Sales Managers Need To Understand Coaching. Yet our own research shows that most sales managers (76% of those surveyed) do little to no coaching at all.
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Go Beyond Call Center Coaching with Real-Time Agent Assist
Uniphore
JANUARY 24, 2022
Go Beyond Call Center Coaching with Real-Time Agent Assist. Agent assist software builds agent engagement and proficiency with live call center coaching, training and process optimization. Current agent coaching is leading to customer—and agent—turnover. Better call center coaching creates—and retains—better agents.
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4 strategies to prevent acquiescence bias in your customer surveys
delighted
AUGUST 24, 2021
Collecting and analyzing survey data is critical for pinpointing where you can improve your business. When collecting survey data from customers, it’s important to do everything possible to avoid getting biased answers. Survey results colored by acquiescence bias will result in business leaders making misinformed business decisions.
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Q&A Recap – Coach the Coach: Net Promoter Score (NPS) Calls
ChurnZero
DECEMBER 9, 2021
Bryan Neale from Blind Zebra Consulting joined us for a webinar to teach Customer Success leaders how to coach their teams to handle NPS conversations following a four-step call framework. We received your NPS survey. That’s after your customer has taken the NPS survey, and you don’t have a date set, you send that.
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How to Create a Call Center Agent Satisfaction Survey That Drives Actual Change
Fonolo
MARCH 25, 2021
Satisfaction surveys are one of the best ways to gain insight into how you can improve your employee experience. While tricky, agent satisfaction surveys can help you come close. Once you have your areas of focus, you can begin building your agent satisfaction survey! How to Create a Great Customer Perception Survey.
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5 Sales Coaching Techniques That Work Magic in 2023
JustCall
MARCH 13, 2023
For many sales managers, sales coaching techniques are either too difficult to execute or too complicated to achieve. Whether you need to coach customer service teams right or coach newbies during the first call, using the right sales coaching methods is key. Here are 5 sales coaching techniques worth a try.
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How to Evaluate and Improve Agent Performance with Survey Results
JustCall
OCTOBER 25, 2023
But while these agent performance measurement tools are effective, why not ask the customer to provide feedback? This is where post-call surveys come into play. In a Hubspot Survey , respondents were asked about the biggest challenges facing service agents. At its core, a post-call survey is a simple yet powerful concept.
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3 Ways Call Center Coaching is Leading to Customer Churn
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.
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Calabrio Releases New Performance Coaching to Facilitate Agent Success and Customer Service Excellence
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.
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52 5 Coaching Techniques That Will Move the Needle
Customer Service Life
AUGUST 27, 2018
While I’ve certainly had my share of coaching conversations in my career while working to help contact center agents improve quality and performance, it felt incredibly presumptive to position myself as the authority on the topic when I happen to work with a bunch of coaching experts here at FCR. Click here to read the original.
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Whisper Coaching to Train Remote Employees
Calltools
JUNE 10, 2020
What is whisper coaching? In short, whisper coaching or call whispering as it is sometimes referred to is when a sales manager “whispers” in the ears of a call center agent during a call. Call coaching helps provide information to improve an agent’s ability to engage the customer.
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Six Ways To Stimulate Workforce Connectedness And Electrify Employee And Customer Experience
CCNG
NOVEMBER 9, 2022
Integrate holistic coaching, intelligent workflows, gamification, performance-based compensation and other capabilities to engender teamwork, accountability and collaboration. A 2021 Gallup survey found that a mere 23% of U.S. Engage employees continuously via coaching, polls, surveys and informal check-ins.
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Guest Post: How to Create Massive Customer Surplus through Memorable Onboarding & Obsessive Service
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. Michael Becker is the founder of the growth agency for coaches, Abundance Accelerators.
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Why Timing is Now to Automate Performance-Based Learning
CCNG
MAY 11, 2021
A recent CCNG panel webinar, Why Performance-Based Training Requires Automation , featuring Mike Roberts, Technology Leader for Learning at Citibank, who adopted simulations to automate role play and coaching exercises in 2020 and Trey Fischer, an industry-leading consultant, discussed today’s impact of automation on performance-based training.
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How Do You Really Know If You’re Doing a Good Job?
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. There are plenty of ways to get feedback. You can get objective and subjective feedback. You can use tools such as Net Promoter Score and Customer Effort Score.
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Employees Love the Story, Too
ShepHyken
DECEMBER 9, 2020
One of our clients asked whether they should share survey results with their team. Some of my clients have reviews and surveys returned daily and choose to share them every day in their morning huddles. Addressing the individual responsible for the complaint is a teaching and coaching opportunity for that specific employee.
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Proper Contact Center Training Benefits Employee Experience
The Northridge Group
AUGUST 14, 2023
Of the associates surveyed for this report, 49% who left cited the need for a clear career growth path. Additionally, contact centers must invest in streamlined and high-quality employee onboarding, continuous skill development, and coaching.
How to Build a CX Coaching Culture
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.
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From Snacks to Surveys: 7 Tips to Boost Employee Engagement
aircall
JULY 14, 2021
In designing an employee engagement survey , here are some questions to consider: What are your expectations for engaged employees? It’s a good idea to conduct short surveys (one or two open-ended questions) regularly. Offer Ongoing Opportunities for Mentorship, Coaching, and Training. Unfortunately, that’s not often the case.
4 Ways To Use Call Recordings for Better Contact Center Performance
Callminer
MAY 29, 2019
According to a recent survey by Contact Babel of contact center professionals, over 90% of businesses record their calls, but only 34% are analyzing them with a speech analytics solution. Improving coaching and training. As a result, it is often not possible to arrive at a fair assessment of an agent’s coaching and training needs.
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Quiet Quitting Isn’t the Problem. Your Managers Are.
Integrity Solutions
SEPTEMBER 2, 2022
In other words, great managers are great coaches. Leaders consistently tout the critical role of a “culture of coaching” and the need to maintain one. In our study of sales coaching practices, for example, 76% of respondents said coaching is important to sales success. At least, it shouldn’t be.
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Amazing Business Radio: Gregorio Uglioni
ShepHyken
OCTOBER 4, 2022
During a soccer game, players don’t ask permission from their coach before making a move. Customer service representatives must have the tools they need, from knowledge bases, coaching, and training to make empowered decisions on how to best serve the customer. ” “It’s not B2B or B2C. It’s human to human.
How can we improve our contact center coaching?
DMG Consulting
JANUARY 8, 2018
Question: How can we improve our contact center coaching? Answer: In recent years, coaching has evolved from a monthly one-on-one session between a supervisor and an agent/representative into an ongoing dialog and two-way exchange of data. periods of low volume) to minimize customer and contact center impacts.
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48 What questions should you ask on a customer survey?
Toister Performance Solutions
NOVEMBER 19, 2019
Customer service surveys are too long. Many people abandon the survey. I'm going to show you an easy way to dramatically shorten your customer service survey. I'm going to show you an easy way to dramatically shorten your customer service survey. What is the purpose of a customer service survey?
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72 How to Coach Customer Service Agents with Performance Data
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.
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The Future of Contact Centers is Enriching Human Interactions. Are You Prepared?
Beyond Philosophy
MAY 25, 2022
As a result, their team was always pressured to streamline staffing, coached to be as efficient as possible with multiple priorities, and designed to generate the least amount of cost. Complete this short survey. My former contact center team at British Telecom seemed to be viewed primarily as a cost center, a necessary expense.
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Want More Sales Conversations? Start With What You’re Telling Yourself
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.
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73 Belief Boundaries: Coaching as a Powerful Way to Unlock Sales Potential
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.
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Why Performance-Based Training Requires Automation Now More than Ever
CCNG
MARCH 4, 2021
With the increased demands, Covid thrust upon contact center organizations, SymTrain, in conjunction with CCNG, sponsored a survey on the impact of converting to remote work. The survey results led to this white paper on the 5 Reasons Performance-Based Training In Contact Centers Requires Automation.
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Key Steps to Successful Agent Coaching
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.
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Coach Smarter: How to Maximize the Value of Your VoC Program on the Frontline
PeopleMetrics
JANUARY 29, 2014
At every level of sports, there are coaches. And at every level of coaching, there is disagreement about how to measure a coach’s performance. Even with significant advances in how teams evaluate performance, it can be difficult to quantify “coaching” as a variable. This debate might go on forever.
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Want More Sales Conversations? Start With What You’re Telling Yourself
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.
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