Tethr

JULY 22, 2020

Exceptional call center leaders use a coaching philosophy to manage their teams. When coaching a remote team, leaders must learn to help their agents maximize their performance by giving them the skills they need to become stronger learners. Better your coaching by sticking to best practices. Make next steps clear.

Coaching 81

Coaching Call Center At home agents Best practices 81

NobelBiz

FEBRUARY 16, 2022

Harry Strausser III shares his journey in the collection industry while also pursuing teaching, consulting, and coaching. The post VIDEO: Mentorship and Navigating Meaningful Decisions appeared first on NobelBiz®. Mentorship is a big part of his life, navigating meaningful life and business decisions.

Coaching 52

Coaching Consulting Consulting 52

Voxjar

APRIL 9, 2020

This guide will show you how to make the transition to remote call coaching and quality assurance. How to overcome the biggest challenges of remote call coaching and QA. What tools are the most effective for remote call quality assurance and coaching. 3: Delivering QA and Coaching Feedback from Home. You’ll learn.

Coaching 52

Coaching Call Center Analytics contact center workforce 52

CallSource Insights

SEPTEMBER 12, 2018

While you think about that, watch the quick video below and discover some easy tips to start implementing call coaching into your front office staff’s schedule.

Coaching 49

Coaching Education 49

NobelBiz

JULY 22, 2021

Marc rapidly discovered that post-call analysis and coaching were ineffective on their own, so after making the same costly mistakes on his phone calls, he founded a SaaS start-up, powered by Artificial Intelligence (AI). The post VIDEO: QA Is Not the Punishment Department appeared first on NobelBiz®.

SaaS 52

SaaS Coaching 52

NobelBiz

JULY 22, 2021

Marc rapidly discovered that post-call analysis and coaching were ineffective on their own, so after making the same costly mistakes on his phone calls, he founded a SaaS start-up, powered by Artificial Intelligence (AI). The post VIDEO: The Age of the Anti-Script appeared first on NobelBiz®.

Scripts 52

Scripts SaaS Coaching 52

NobelBiz

JULY 22, 2021

Marc rapidly discovered that post-call analysis and coaching were ineffective on their own, so after making the same costly mistakes on his phone calls, he founded a SaaS start-up, powered by Artificial Intelligence (AI). The post VIDEO: The Golden Age of the Contact Center appeared first on NobelBiz®.

Contact Center 52

Contact Center SaaS Coaching 52

NobelBiz

JULY 22, 2021

Marc rapidly discovered that post-call analysis and coaching were ineffective on their own, so after making the same costly mistakes on his phone calls, he founded a SaaS start-up, powered by Artificial Intelligence (AI). The post VIDEO: Will AI Augment or Replace Your Agents? appeared first on NobelBiz®.

SaaS 52

SaaS Coaching 52

Enghouse Interactive

JUNE 24, 2021

Video Outperforms All Other Contact Center Communications Channels. With digital transformation accelerating across all industries, companies are now leveraging video-based capabilities to transform their customer experience (CX). With the realities resulting from Covid-19, video has become the most e?ective

Contact Center 69

Contact Center Customer centricity Technology Customer Experience 69

NobelBiz

JULY 22, 2021

Marc rapidly discovered that post-call analysis and coaching were ineffective on their own, so after making the same costly mistakes on his phone calls, he founded a SaaS start-up, powered by Artificial Intelligence (AI). The post VIDEO: Sentiment Analysis and What to Do with It appeared first on NobelBiz®.

SaaS 52

SaaS Coaching 52

NobelBiz

JULY 22, 2021

Marc rapidly discovered that post-call analysis and coaching were ineffective on their own, so after making the same costly mistakes on his phone calls, he founded a SaaS start-up, powered by Artificial Intelligence (AI). The post VIDEO: What If You Could Have Real-Time Conversation Analytics? appeared first on NobelBiz®.

Analytics 52

Analytics SaaS Coaching 52

NICE inContact

JUNE 5, 2019

The best QM and PM programs in the world won’t drive improved results if agents aren’t receiving effective coaching — the medicine of the contact center. From my time in the contact center, I know that when things get busy, coaching is the first thing to get pushed to the side — to the detriment of agents and your customers alike.

Coaching 54

Coaching Contact Center Average Handle Time Quality management 54

NobelBiz

JULY 22, 2021

Marc rapidly discovered that post-call analysis and coaching were ineffective on their own, so after making the same costly mistakes on his phone calls, he founded a SaaS start-up, powered by Artificial Intelligence (AI). The post VIDEO & ARTICLE: The Future of Post-Call Analysis in Contact Centers appeared first on NobelBiz®.

Contact Center 52

Contact Center SaaS Coaching 52

CCNG

MARCH 30, 2022

Coach the agent for 20 minutes – check off the box and get the green dot. Understanding the mental process for supervisors It’s time for the 15-minute agent coaching time. The supervisor gets the agent on the video platform, and the agent wants to talk. The supervisor goes on, “So I’ll send this to you in the coaching form.

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195

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

Skybridge

APRIL 13, 2020

In today’s post, I’d like to highlight how your coaching process will need to change. Successful managers of remote teams recognize the importance of continuously reaching out, checking in, coaching, and praising people. They need to be able to recognize – and adjust to – the individual skills and needs of individual team members.

Coaching 52

Coaching Customer Care At home agents Call Center 52

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.

Coaching 48

Coaching Contact Center Gamification Analytics 48

CX Global Media

AUGUST 8, 2019

Here is an edited transcript of my interview with Anthony: Jim Rembach : Hey, this is Jim with Call Center Coach and the Fast Leader Show. Show me the one or two times this needle in a haystack occurred so that I can make or take a corrective action, whether it’s for coaching or training or for compliance enforcement.

Contact Center 246

Contact Center Coaching Call Center Analytics 246

CCNG

SEPTEMBER 17, 2020

The People area includes things such as how your hire your team members, train them, and coach them. Enjoy this video clip where David shares how success in each of these four critical areas will lead to creating a culture where your customers receive exceptional care.

CCNG 195

CCNG Coaching CRM Accountability 195

CX Global Media

JANUARY 15, 2019

Now, contact centers may have to manage those channels and social media, websites, text, SMS, chat, in app support, and video. 4 Types of Behaviors: The Coach’s Preparation Checklist. The Coaching Conversation Tip Sheet – The A to Z of What to Say! Coaching Remote Workers Tip Sheet. Coaching Top Performers Tip Sheet.

Contact Center 304

Contact Center Schedule adherence Coaching Metrics 304

Toister Performance Solutions

APRIL 25, 2019

Training videos are increasing in popularity. There's good reason for this: Videos cost far less than hiring a trainer. Video can be more effective than live training. And there's a giant caveat—you have to change the way you use video. Here are the techniques you can apply to get the most out of training videos.

Coaching 57

Coaching Feedback Customer Service 57

Beyond Philosophy

AUGUST 24, 2023

Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos! For example, I waited from 5:15 am until noon in a crowd of 100 people deep for the King’s coach to go by during King Charles III’s coronation. Ironically, we have to wait to use them. Was it comfortable?

Banking 195

Banking Coaching Wait times Chatbots 195

CX Global Media

JANUARY 8, 2019

Supervisor training with Call Center Coach’s virtual boot camps can take on a variety of developmental areas. In this Call Center Coach Boot Camp we’ll cover several aspect of fitness which include, mind, body and motivation. The entire Call Center Coach Boot Camp delivers a new challenge each day. Workout Plan.

Contact Center 166

Contact Center Coaching Call Center Employee engagement 166

REVE Chat Blog

MARCH 25, 2020

The use of tools like video chat, co-browsing along with live chat has brought a significant impact. The benefits of recording customer service calls (voice & video). How recording video calls ensure high-quality customer service ? Effective coaching of teams. Improved sales efficiency.

Customer Service 53

Customer Service Best practices Call Center Sales 53

Fonolo

JANUARY 31, 2023

Simply put, call center training is any course, seminar, video, coaching session, or other activity that teaches the skills and behavior required for success in a call center. Mentoring or coaching With the right guidance, there’s always an opportunity for one-on-one learning, which can be very effective.

Call Center 141

Call Center Contact Center Coaching Gamification 141

CX Global Media

MARCH 26, 2019

With a mobile merged reality interaction that consists of combining live video streams and telestration, agents can help and share ideas instantly. Here’s a transcript of my interview with Scott: Jim Rembach: Hey, this is Jim with the Fast Leader Show and Call Center Coach. Is there an app for that? Of course, there is. Click to Tweet.

Virtual Agent 216

Virtual Agent Contact Center Coaching Call Center 216

CCNG

FEBRUARY 14, 2024

Of course, that takes away from their coaching and mentoring time, which impacts CSAT and NPS. We've set up video conferencing rooms to communicate with new agents and others so that while they were on a customer call, one of our special SMEs could help them.

Contact Center 195

Contact Center At home agents Coaching Management 195

CX Global Media

NOVEMBER 6, 2018

As the only provider of virtual boot camps in the industry Call Center Coach is disrupting the old call center school thinking. Even video-based learning or computer-based training (CBT) is not as appealing to modern learners as it once was. This week, Call Center Coach opened its Creating Creativity Boot Camp. Workout Plan.

Contact Center 120

Contact Center Coaching Call Center Employee engagement 120

Sikorski's Think Abouts

APRIL 5, 2015

What will coaching do? 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. Increase productivity. Decrease Employee Turnover. Staff will become more engaged.

Coaching 45

Coaching Calibration Contact Center Call Center 45

CSM Magazine

FEBRUARY 7, 2024

This is achieved through the Veo camera technology, which is an innovative video analysis system designed specifically for grassroots football. The system generates personalised video clips and insights for coaches and players to review, helping identify strengths to build on as well as areas needing improvement.

Coaching 52

Coaching Analytics Technology Customer Experience 52

SharpenCX

OCTOBER 27, 2021

They couldn’t have in-person coaching conversations. They inform coaching conversations with data. Contact center managers and supervisors brought the data into coaching conversations to help agents improve. No need to wait for a coaching session after a month of poor performance. What’s more?

Analytics 128

Analytics Coaching Contact Center Metrics 128

ShepHyken

JULY 30, 2021

Take initiative and put together a helpful how-to video to send to your clients before they even ask you for advice. As a CMA and CMA coach,?Nathan?mentors Or, if you own a consulting firm, you may foresee your clients wondering how to improve team collaboration in a hybrid workforce. They will really appreciate the effort. .

Finance 376

Finance Enterprise Coaching Consulting 376

Myra Golden Media

JULY 12, 2019

Two months into the new quality monitoring plan, employees were complaining about the “fairness” of scores, supervisors were stressed as they struggled to find time to listen to calls, coach employees and record all the data. Before you coach the call, ask, “How did that call feel to you?” For Christmas, we made a DVD for my parents.

Contact Center 136

Contact Center Calibration Coaching Feedback 136

Integrity Solutions

AUGUST 24, 2022

What they don’t always recognize is that it’s something that can be developed through effective training and coaching. These and other alignment checks should be part of the ongoing performance strategies of the sales manager and coach. Senior leaders prioritize coaching and expect others to coach their teams.

Sales 88

Sales Coaching Calibration B2B 88

CX Global Media

OCTOBER 15, 2018

Everybody hates to get dropped, cutoff and to deal with choppy audio and video. Here’s an edited transcript of my interview with Joe: Jim Rembach : Hey this is Jim with the Fast Leader Show and Call Center Coach and I’m with Joe White of Brightlink. We actually do some video services through a micro-service in our UC platform.

Customer Experience 211

Customer Experience Abandon rate Contact Center Coaching 211

Customer Interactions

JULY 7, 2015

A true coaching master doesn’t just tell their trainee what the goal is, they help reveal the underlying behaviors that drive mastery and goal achievement. NICE Coaching guru Andy Elkind reminds us that while progress is measured in goals achieved, progress is made when behaviors change and good techniques are practiced daily.

Coaching 28

Coaching Metrics 28

TechSee

JUNE 16, 2022

In addition, Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco. In his videos, I keep people updated about the latest trends in customer experience, customer service and customer centricity. Over 1,000,000 people have taken one of his video-based training courses on LinkedIn Learning.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251