The Northridge Group

AUGUST 14, 2023

One of the best places to start developing this culture is by implementing the proper onboarding and ongoing training. The Need for Better Training and Enhanced Experiences In 2021, overall contact center attrition reached 42% , and organizations with more than 5,000 associates had as much as 50% attrition.

Contact Center 92

Contact Center Coaching Morale contact center associations 92

Call Design

NOVEMBER 17, 2020

If you want to facilitate an environment for your contact centre agents to succeed, you need to start coaching. Coaching is a great way to encourage, enable, and empower your agents to not only want to be better at their jobs but perform better. Coach contact centre agents through role-play. Make feedback palatable.

Coaching 173

Coaching Best practices Feedback Consulting 173

CSM Magazine

APRIL 20, 2023

Zenarate, the leading Simulation Training solution, today announced that Startek, a global customer experience (CX) solutions provider, is using its AI Coach to provide immersive training to its contact center teams. Zenarate AI Coach is the “flight simulator” for customer and prospect engagement.

Coaching 59

Coaching Telecommunications Best practices Healthcare 59

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

Peter Lavers

FEBRUARY 27, 2018

Amongst all the hype of customer experience, AI, chatbots and real-time personalisation, don’t forget that staff still need excellent customer service training – no matter how successful your company is right now! When customer support representatives start at a company, they usually get a bit of training upfront.

Customer Service 249

Customer Service Coaching Chatbots Customer Support 249

CSM Magazine

JUNE 27, 2023

Zenarate raises $15M and leads movement from passive training to natural language AI Simulation Training to develop confident and prepared customer service and sales agents who deliver superior empathetic experiences and performance. Zenarate uses leading NLP and NLU to provide agents a life-like simulation training experience.

Coaching 59

Coaching Telecommunications Healthcare First call resolution 59

Fonolo

JANUARY 31, 2023

Call center training has always been one of the key pillars of running a successful call center. A strong call center training program should not just be part of your onboarding process. Still have questions about call center training? What is Call Center Training? Don’t just pick one.

Call Center 141

Call Center Contact Center Coaching Gamification 141

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

Callminer

SEPTEMBER 19, 2017

Call center supervisors must continue to monitor metrics, measure results, and tailor ongoing training to ensure that agents’ needs are met and that call center activity is in line with objectives.

Call Center 182

Call Center Coaching Technology Metrics 182

Integrity Solutions

NOVEMBER 29, 2022

While investing in sales training can produce a range of benefits, all of us in sales know it all boils down to the bottom line. Here are the sales training metrics you should be using to measure your success. How to Determine Sales Training Metrics. How to Determine Sales Training Metrics.

Metrics 87

Metrics Sales Coaching Accountability 87

CX Global Media

DECEMBER 4, 2018

Contact center agent training can be a very big expenditure for a lot of organizations. Regardless of your turnover situation, one thing is certain, the ROI (Return on Investment) on agent training is very important. One of the growing factors impacting agent training ROI is the tightening of the skilled labor market.

Contact Center 240

Contact Center Coaching Strategic Value Education 240

Call Center Weekly

AUGUST 28, 2017

By Jennifer Boston During my last transition over a tenured training team, one of my initial interactions with a member of my new team really struck a chord. The coaching session has yet to even begin and their defenses are already up. I expected to see her in a few hours or when the class was over for the day.

Coaching 179

Coaching Call Center Management 179

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 378

Customer Service Morale Sales Coaching 378

CCNG

MARCH 4, 2021

The survey of managers and executives responsible for training revealed a mad rush to deploy technology, with 68% of respondents investing in better training delivery via virtual and collaboration meeting tools and 30% investing in better eLearning utilization.

CCNG 195

CCNG Contact Center Surveys Coaching 195

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

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

CX Global Media

JANUARY 8, 2019

Supervisor training with Call Center Coach’s virtual boot camps can take on a variety of developmental areas. A primary mission in modern learning is to disrupt the the old-school ways of training and provide ways for modern learners to be more engaged and to “do” new things, instead of just learning about it.

Contact Center 166

Contact Center Coaching Call Center Employee engagement 166

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.

Coaching 106

Coaching Personalization Sales Transportation 106

Aspect

AUGUST 14, 2017

Love him or hate him, few football fans will contest the savvy of New England Patriots head coach Bill Belicheck. Clearly, the franchise is more than the sum of its parts and, ultimately, the team’s success must in some part be credited to the structure, discipline, and routine that comes from Belicheck’s coaching.

Coaching 110

Coaching Contact Center Employee engagement Customer Service 110

CX Global Media

DECEMBER 10, 2018

So, they are not eliminating supervisor training, they are just cancelling supervisor training classes and implementing a more modern approach of blended learning. Penny Reynolds : I am so impressed with the depth and breadth of what you’re offering and I absolutely agree; having done supervisor training for many, many years.

Contact Center 207

Contact Center Call Center Coaching 207

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

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

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

Callminer

JUNE 21, 2017

Like in any professional field, training provides a neutral environment where staff can learn and practice their skills. Over the years, call centers have seen the development of numerous industry-specific training tools and coaching practices. Why implement call center training? Using online training tools.

Best practices 174

Best practices Call Center Morale Coaching 174

Contact Center Pipeline

AUGUST 9, 2022

A call comes into my line at 5:50 pm, just 10 minutes before the call center closes, I do my greeting, and the caller requests to change his grandmother’s health plan selection. Assuming that he is an authorized representative on file, I request the caller verify the necessary HIPAA (Health Insurance Portability and Accountability Act) […].

Coaching 147

Coaching Call Center Accountability 147

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.

Coaching 94

Coaching Sales Surveys CRM 94

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

Aspect

AUGUST 28, 2017

Famed football coach Vince Lombardi once said, “Perfection is not attainable, but if we chase perfection we can catch excellence.” Nonetheless, you should never stop striving to provide your agents with all the coaching they need to stay engaged, productive and provide a superior customer experience.

Coaching 191

Coaching Chatbots Contact Center Self service 191

Contact Center Pipeline

APRIL 23, 2015

Whether you decide to recruit social customer care agents from outside your center or promote from within, you’ll need to expand your coaching […]. If your contact center is among the many that are considering adding social media to the channel mix, one of your top considerations will be how to staff this highly visible medium.

Coaching 100

Coaching Contact Center Customer Care Call Center 100

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

Interaction Metrics

JANUARY 26, 2024

Martha briefly touches on how Interaction Metrics measures and improves the customer experience; then, Jason narrows in on call center training. The client achieved a 50% improvement in performance over a six month period, highlighting the necessity for employing programs, not just one-and-done call center training projects.

Call Center 62

Call Center Metrics Coaching Surveys 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

TeleDirect

OCTOBER 20, 2021

Effective Call Center Strategies | Customer Service Tips for Call Centers | Call Center Coaching from TeleDirect. In other words…it takes a great coach! Like any successful plan of attack, call center coaching and effective call center strategies demand excellence from management and agents. Ensure training is up to date.

Coaching 62

Coaching Call Center Business Process Outsourcing outsourcing 62

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