Fonolo

FEBRUARY 15, 2018

Companies need to find more ways to increase agent engagement, improve coaching, and motivate employees. White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. 5) Invest in Smart Software. We hope Cupid’s tips are able to help!

Call Center 75

Call Center Contact Center Big data Coaching 75

DMG Consulting

FEBRUARY 12, 2019

At an agent level, contact handle-time outliers – whether significantly higher or lower than average – can help supervisors identify coaching and training opportunities. For more information about KPIs and balanced scorecards, see DMG’s white paper: Top KPIs for Managing Customer Service, Sales and Collections Contact Centers.

Average Handle Time 59

Average Handle Time Contact Center Coaching Call Center 59

Monet Software

JANUARY 30, 2020

Coaching can help counter the effects. For instance, career coaches will sometimes use the analogy of stage plays to help inspire workers. Fortunately, we’ve delved deeply into this topic in our white paper The Complete Contact Center Guide to Employee Engagement for SMBs. “For the Audience, It’s the First Time”.

Contact Center 71

Contact Center Employee engagement Coaching Call Center 71

Fonolo

AUGUST 29, 2018

Dealing with difficult situations needs to be a dominant component of all customer service training and coaching.”. White Paper: CX Trends You Need to Watch in 2018. Research tells us that effectively dealing with negative situations is core element in creating “Wow” experiences and customer loyalty.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. William Taylor. velvetjobs. Your team has to know you as a person, not just a supervisor.

Call Center 182

Call Center Management Scripts Coaching 182

COPC

MARCH 11, 2022

This age group prefers training and development models that leverage mentoring and one-on-one coaches over traditional larger group classroom training approaches. White Paper: Five Steps to Effective Recruiting, Hiring & Training. Flexible work schedules, working remotely and trying different roles are essential.

Contact Center 85

Contact Center Customer Support outsourcing Marketing 85

CSM Magazine

MAY 26, 2021

Examples of this could include having webinars to coach them through particular challenges that they’re having. Or producing white papers to share your insights or unique research on a particular subject that interests them. Or having guides on how to use your product or service.

Customer Experience 52

Customer Experience Engineering B2C B2B 52

Callminer

FEBRUARY 4, 2021

Download our white paper, The Vulnerability Blueprint: How to Identify, Support and Retain Vulnerable Customers , to learn more about how your organization can identify and support vulnerable customers. Coaching needs to happen in real time from management. John Cho is the Founder of My Pet Child. “To

Call Center 345

Call Center Contact Center Finance Consulting 345

Vonage

MARCH 26, 2018

They can mine this data to uncover points of frustration and sentiment across the customer journey; to review and understand how agents are communicating with customers (for example how much time they spend listening versus talking); and to coach agents to give special attention to the moments that matter.

Customer Service 91

Customer Service Contact Center Customer centricity Coaching 91

Vonage

FEBRUARY 13, 2017

Monitoring call centre agents can create better coaching opportunities. In NewVoiceMedia’s White Paper, Serial Switchers Strike Again , we discovered that 70% of consumers are more loyal to a company when they provide excellent customer service, and 40% spend more. Speech analytics helps to retain customers and reduce churn.

Analytics 53

Analytics Customer Service Scripts Surveys 53

inmoment

AUGUST 16, 2018

People: Once you define your vision, it must be infused across hiring, training, coaching, and professional development to build and nurture a customer-centric culture for the long run. To learn more about the necessary components to a successful CX Strategy, download the full InMoment white paper at [link].

Customer centricity 40

Customer centricity Coaching Accountability Personalization 40

JustCall

MAY 12, 2021

Case Studies and White Papers . Case studies, white papers, competitor research, testimonials , and other vital intelligence come in handy when pitching your products to clients. Sales Training and Coaching. Keeping this content up to date and relevant to the target market is also crucial for sales growth.

Sales 52

Sales call center software Scripts call center solutions 52

Callminer

MAY 11, 2020

Ongoing training and coaching are equally important to ensure that your employees are equipped with the skills and knowledge they need to do their jobs effectively. And, coaching sessions provide an ideal opportunity for managers to check in with their agents or employees to get their feedback on how things are going from their perspective.

Management 273

Management Customer Experience Customer Service Coaching 273

COPC

OCTOBER 13, 2021

To learn more about these priorities, check out our white paper , The 2021 State of Contact Center Vendor Management. Virtual worksites also force vendor managers and outsourced partners to rethink how they train, coach and motivate employees. Optimizing virtual management and supplier business planning.

Best practices 52

Best practices outsourcing Contact Center Call Center 52

Calabrio

JULY 29, 2016

Evaluating your agents’ longest or shortest calls, for example, can be useful in identifying service outliers and opportunities to coach agent behavior. Read this Calabrio sponsored white paper by DMG Consulting for best practices in analytics enabled quality assurance.

Contact Center 56

Contact Center Analytics Coaching Self service 56

Serenova

MARCH 7, 2019

We know many of you have read our blog posts, downloaded a white paper or even checked out one of our data sheets, e-books or articles in the updated resources section of this website. And we can show you how you can provide agent feedback and coaching through a unified interface. See Serenova (and our solution) in action.

Enterprise 40

Enterprise Cloud contact Contact Center contact center solutions 40

HireIQ

JULY 12, 2016

This will include well integrated hiring and agent engagement tools as well as highly personalized coaching plans. click here for our white paper. Companies that have implemented WFO 2.0 For more details on key aspects of WFO 2.0, The post The Dawn of WFO 2.0

Coaching 40

Coaching Analytics Employee engagement Contact Center 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

Uniphore

NOVEMBER 19, 2021

Reduce Friction in Customer Calls By understanding and analyzing customer sentiment, intent and emotions, conversational AI can assist agents through real-time coaching alerts and insights that drive empathy.

Coaching 52

Coaching Interactive Voice Response Self service 52

ShepHyken

JUNE 29, 2020

CustomerGauge) In this eBook, we’ll discuss the four steps within this new model and summarize findings from our white paper that will help you capitalize on customer feedback and grow your bottom line. The Definitive Guide to Monetized Net Promoter by Sarah Frazier. This report will help you learn how to monetize the score.

Customer Service 31

Customer Service Coaching Consulting Consulting 31

Avaya

JANUARY 26, 2018

eLearning and coaching tools : Bring employees fully up to speed on regulatory changes and any new requirements, as well as correct any non-compliance behaviors. For a deeper dive into MiFID II (including a few WFO features not mentioned above) download the white paper MiFID II: What Does it Mean for Your Organization?

Government 51

Government Coaching Contact Center Quality management 51

Uniphore

DECEMBER 20, 2021

Technology can improve training and coaching. In this article, you’ll learn how: Complexity fuels turnover—and how to combat it. AI can offer real-time assistance to agents on calls. Automation can eliminate mundane tasks. The right tools can empower employees. Want to learn more? Download the Article.

Customer Service 52

Customer Service Business Process Outsourcing outsourcing Coaching 52

Noble Systems

JANUARY 21, 2019

In addition, there are two segments that span the entire hierarchy – manage, forecast and analyze; and develop, coach, onboard and motivate. Develop, Coach, Onboard, Motivate. Gamification can be instrumental in getting new contact center sales agents up to speed on everything they need to know to be successful right from the start.

Gamification 61

Gamification Sales CRM Contact Center 61

Fonolo

JANUARY 14, 2020

Kate Nasser — also known as ‘The People Skills Coach’ — has been helping Fortune 500 leaders become more dynamic and inspirational for the past 25+ years. . This white paper explores key areas that are sure to shake up the industry. Top Pick: The one-sentence business case for customer experience.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Noble Systems

JANUARY 30, 2019

After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying. Effective agent training and coaching have been a top priority for contact centers for a long time. Leverage Gamification for Soft Skills Development.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

CSM Magazine

NOVEMBER 28, 2017

Using intraday automation for daily re-forecasting means quiet time can be identified in advance so it can be better utilised for all important one-to-one coaching sessions, team meetings or additional training etc. Managing the unexpected can give an organisation a huge advantage operationally, financially and competitively.

Schedule adherence 40

Schedule adherence Engineering Service level Coaching 40

NobelBiz

FEBRUARY 13, 2024

Call Whispering Call whispering allows supervisors to coach agents during live calls by providing them with information or advice without the customer hearing, improving the quality of service in real-time. NobelBiz elevates the concept of call whispering to new heights, integrating it seamlessly into their suite of call center solutions.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

Tethr

JUNE 16, 2020

This guide explores how and why TEI was built , how brands are using TEI to drive down systemic issues and how teams can better coach agents with the insights they gather using the tool. If CX matters to you, delivering a low-effort experience to your customers certainly does, too.

Coaching 69

Coaching Customer effort Surveys Metrics 69

Comm100

MAY 31, 2016

” – Marilyn Suttle, success coach and customer service expert. Blog, reports, and white papers. Download this white paper to learn how to deal with and follow up on difficult customers. “Thank your customer for complaining and mean it. Most will never bother to complain. Download Now.

Customer centricity 42

Customer centricity Self service Chatbots Feedback 42

Noble Systems

JANUARY 21, 2019

In addition, there are two segments that span the entire hierarchy – manage, forecast and analyze; and develop, coach, onboard and motivate. Develop, Coach, Onboard, Motivate. Gamification can be instrumental in getting new contact center sales agents up to speed on everything they need to know to be successful right from the start.

Gamification 52

Gamification Sales CRM Contact Center 52

Callminer

APRIL 23, 2019

A Contact Center World white paper on security and PCI compliance in cloud-based contact centers offers an example of how this might work: ‘A sales representative might be able to view customer details, but they may not be able to update or delete them. An often-used subjective measure of ‘quality of service’ is call scoring.

Best practices 159

Best practices Call Center Banking Contact Center 159

Noble Systems

JANUARY 30, 2019

After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying. Effective agent training and coaching have been a top priority for contact centers for a long time. Leverage Gamification for Soft Skills Development.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

Fonolo

MAY 7, 2015

This means being present for your teams to provide support and advice, for coaching and development, and to essentially guide them to success. Coach and Teach, Don’t Preach. Understanding these will help you to reach them when coaching them later. This white paper explores key areas that are sure to shake up the industry.

Call Center 126

Call Center Management Contact Center Coaching 126

Xaqt

FEBRUARY 6, 2020

Your manager may decide to recruit staff to handle the additional call volume, coach specific agents on sales skills to increase conversion, and so on. This is where Xaqt got started. All of these actions are reactionary to a problem that is already occurring.

Contact Center 52

Contact Center Enterprise Call Center APIs 52

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

Help Scout

AUGUST 11, 2021

5 Keys for Coaching CSMs to Have Strategic Customer Conversations. Fonolo also offers several other resources if blog posts aren’t your preferred way of learning, for example: White papers. HubSpot has a regular publishing cadence of content like webinars, blog posts, white papers, and ebooks. White papers.

Customer Service 80

Customer Service Coaching Education Best practices 80

Callminer

SEPTEMBER 23, 2020

Call centers that implement agent performance management solutions equip their agents with the ongoing coaching and training needed to perform at their best. Leverage speech analytics software for ongoing training and coaching. Training, however, should not be viewed as a one-time thing. Use tools that accommodate multiple channels.

Best practices 182

Best practices Call Center Outbound sales Telemarketing 182