JustCall

MARCH 13, 2023

A sales coaching plan is every sales manager’s best friend. What is a Sales Coaching Plan? Whether you want to coach newbies during the first call or coach customer service teams, driving personalized coaching and learning is important. What does your role as a sales coach look like?

Coaching 40

Coaching Sales Metrics Best practices 40

Myra Golden Media

JULY 2, 2019

I promise, after just 30-minutes with me in this special “3-Step De-escalation Method” on-demand workshop, you will be inspired and thrilled with how much more productive you can be at getting angry customers to back down! The “3-Step De-escalation Method” online workshop is just $199. You have nothing to lose!

Coaching 264

Coaching Feedback Customer Support Management 264

Myra Golden Media

DECEMBER 17, 2018

In my De-escalation workshops, I show a clip from Jack Nicholson’s Five Easy Pieces. The inflexible ‘no’ started the cycle of escalation, which I talk about in my workshops and eLearning. In the scene, Nicholson’s character is trying to get a side of toast. The employee’s initial contact was negative and final. .”

Coaching 274

Coaching Management Customer Service Call Center 274

Steve DiGioia

NOVEMBER 5, 2015

Guest Post by Kate Nasser, The People Skills Coach™ This original article was written by Steve DiGioia. Today’s guest post is by Kate Nasser, The People Skills Coach™, Founder & President CAS, Inc. She uses real life stories to ignite true customer focus, and here is her story. She checked in and went to the room.

Customer Service 271

Customer Service Coaching Management 271

Integrity Solutions

APRIL 20, 2023

In fact, in every Integrity Coaching workshop I facilitate, I’ll ask coaches, managers and leaders this simple question: Elisa Matthews “Have you ever asked someone to try something new, clearly articulated a goal or provided training in a particular skill, and yet the person just doesn’t do it ?

Sales 73

Sales Coaching Personalization Morale 73

Myra Golden Media

JULY 16, 2019

After I deliver a customized, engaging customer service workshop, I help my clients reinforce the main ideas. Monitoring Sans Coaching. Calibration keeps everyone who monitors and coaches consistent and fair. Expecting Coaches to Coach Without Training. Overwhelming Those Who Monitor and Coach.

Calibration 153

Calibration Contact Center Coaching Construction 153

Integrity Solutions

AUGUST 24, 2022

While online training and workshops can be effective delivery mechanisms for information and knowledge, the real impact only comes when you’re able to turn that knowledge into daily behaviors. What they don’t always recognize is that it’s something that can be developed through effective training and coaching.

Sales 93

Sales Coaching Calibration B2B 93

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. Include workshops and group activities as much as possible! Still have questions about call center training? What is Call Center Training?

Call Center 141

Call Center Contact Center Coaching Gamification 141

CSM Magazine

OCTOBER 25, 2023

The HR team should include training resources such as online modules, webinars, workshops, and coaching sessions. Assign Mentors or Coaches: Mentors or coaches can provide valuable feedback and guidance that can accelerate the assimilation of new hires.

Customer Service 52

Customer Service Coaching Best practices Feedback 52

SharpenCX

MAY 31, 2023

Encourage ongoing learning through regular skill enhancement workshops and access to relevant resources. Provide Continuous Feedback and Coaching: Regular feedback and coaching sessions are vital for agent growth and improvement. Offer constructive feedback on agent performance and provide suggestions for enhancement.

Call Center 76

Call Center Construction Coaching Morale 76

CX Global Media

NOVEMBER 6, 2019

At the event he conducted a workshop about Speech Analytics and he graciously shared with me his observations about what occurred during that workshop. Some of the initial conversations in the workshop was about agent performance, how to streamline the QA (Quality Assurance) process. So, there’s two pieces.

Analytics 136

Analytics Contact Center Coaching Call Center 136

Interaction Metrics

JANUARY 26, 2024

This led to a program involving recorded call analysis and call center training workshops. ” Jason: “I know you did workshops, and you did some individual coaching. How did they react to coaching and scrutiny?” The metric came in at 54 on a scale of 0 to 100, indicating a clear need for improvement.

Call Center 62

Call Center Metrics Coaching Surveys 62

ChurnZero

MARCH 14, 2023

Join me on March 23, in Austin, Texas, at ChurnZero ’s RYG Workshop where I’ll be presenting a session titled, “Drive powerful client outcomes through Customer Success systems and controls.” Come to the ChurnZero RYG Workshop on March 23 to learn more. Ultimately, these things have to be earned. Does that sound exciting or what?

Coaching 98

Coaching Engineering Marketing Technology 98

ChurnZero

MARCH 14, 2023

Join me on March 23, in Austin, Texas, at ChurnZero ’s RYG Workshop where I’ll be presenting a session titled, “Drive powerful client outcomes through Customer Success systems and controls.” Join us at the ChurnZero RYG Workshop on March 23 to learn more. Ultimately, these things have to be earned. Does that sound exciting or what?

Coaching 94

Coaching Engineering Marketing Technology 94

SoliCall

AUGUST 2, 2023

2 – Performance Feedback and Coaching. Regularly evaluate their performance and provide individual coaching sessions to address areas of improvement. Offer opportunities for additional training, workshops, and certifications to enhance their expertise. 3- Clear Performance Metrics. 6 – Continuous Skill Development.

Call Center 52

Call Center First call resolution Construction call center software 52

Toister Performance Solutions

APRIL 28, 2022

I once delivered the same customer service workshop over 200 times in a two-year period. We had a few moments before the workshop began, so I spent some time talking to her. They didn't coach their employees or give them any feedback. They coached employees, gave feedback, and celebrated wins. That's my first complaint."

Customer Service 62

Customer Service Coaching Feedback Management 62

ShepHyken

NOVEMBER 25, 2016

She is a Conference and Workshop Presenter, Executive Coach and Author based in Australia. Shame they didn’t think so, and probably don’t know what to do with the tote bag I sent back with my bill for inconvenience, do you? Gotta love this business!

Morale 271

Morale Coaching Customer Service Customer Experience 271

Customer Service Life

DECEMBER 18, 2018

1:1 Coaching . My coaching program puts a spin on an individual’s wellness through the lens of customer service with the intention of personal growth. I’m giving away free 60-minute coaching sessions. Creating a Workplace Culture of Self-Care Starts With You Workshop . Try it out for yourself!

Contact Center 103

Contact Center Personalization Coaching Customer Service 103

Myra Golden Media

DECEMBER 19, 2017

Here’s one of the activities I led in that workshop (in small groups): Discuss: (The person in your group who graduated from high school most recently will lead this discussion.). How long will it take for you to talk to us about having Myra deliver a customer service workshop for your employees? . Caitlin Singer.

Personalization 136

Personalization Customer Service Coaching Customer Experience 136

NobelBiz

FEBRUARY 15, 2023

This workshop brings together at the same table the management of the contact center and the ordering client. Even though the purpose of these calibration workshops for the various assessors is to match the level of criteria between the customer and the service provider, they provide a number of benefits.

Calibration 52

Calibration Call Center Call Logging Quality management 52

Customers That Stick

OCTOBER 2, 2014

Kate Nasser, The People Skills Coach™ , is a smart, energizing, experienced speaker, coach, and workshop leader. To engage Kate Nasser’s keynotes, workshops, and coaching, visit her blog. Blog customer-service-interview customer service interview customer service training kate nasser'

Coaching 152

Coaching Government Scripts Employee engagement 152

CX Global Media

DECEMBER 28, 2017

Coaching is the #1 agent experience focus for 2018. He’d put people through workshops and help them individually learn the skills of change but they get back to the organization or get back to the team and they’re not changing and so their motivation runs out. The inside-out and the outside-in approach. But which one?

Contact Center 159

Contact Center Coaching Customer centricity Customer effort 159

CX Journey

MARCH 21, 2018

Consultants Yes, you may need to engage with consultants to assist you along the way - whether they are there to coach and advise or to actually conduct a chunk of the work. Design thinking workshops: again, even if you don't hire a consultant, you'll probably want to factor in some location, materials, and food and beverage costs for this.

Journey mapping 108

Journey mapping Consulting Consulting Surveys 108

Balto

JUNE 7, 2022

Balto’s product suite of Real-Time Guidance , Real-Time Coaching , and Real-Time QA empowers agents with the information they need at their fingertips while also allowing managers to rapidly scale best practices with the press of a button. The market is finally starting to view real-time guidance as a must-have.”. About Balto.

Coaching 52

Coaching Contact Center Best practices Technology 52

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. What I liked the most are the seminars and workshops we did all year round.

Call Center 182

Call Center Management Scripts Coaching 182

The Northridge Group

JULY 20, 2023

Through workshops, practical trainings, and mentoring initiatives, Northridge helped leadership shift the contact center and training culture to focus on behavior-based coaching that produces a better CX. Not only did this approach build more confidence and improve the employee experience—resulting in a 26.2%

Contact Center 121

Contact Center Abandon rate contact center associations Metrics 121

Blueship Call Center

NOVEMBER 30, 2022

Do you have the resources to devote to ongoing coaching and training? Training and coaching are crucial for any team inside an organization, particularly for new groups. Regular exercise and coaching positively impact staff morale and engagement, productivity, and compliance with quality standards.

outsourcing 40

outsourcing Coaching Morale Consulting 40

COPC

MARCH 11, 2022

Explore emerging ways to create candidate interest & employee retention with Rick Zayas, COPC VP, in a pre-conference workshop at Execs In The Know’s Customer Response Summit (CSR) in Clearwater, Florida, on March 28, 2022. Key drivers affecting labor markets. Best practices & approaches to reinvent labor policies.

Contact Center 85

Contact Center Customer Support outsourcing Marketing 85

Balto

AUGUST 24, 2022

Agents should be encouraged to jump on educational opportunities, workshops, certifications, etc., Coach in Real-Time. However, in an evolving industry like healthcare, with so many intricacies, it’s vital to have real-time prompting and coaching. So, they’re only alerted to coaching moments or infrequent escalations.

Coaching 52

Coaching Scripts Healthcare Education 52

Talkdesk

FEBRUARY 21, 2019

Jenny Dempsey is a Social Media and Customer Experience Manager at NumberBarn and a health coach at Jenny Dempsey Wellness. Now, in addition to her position at NumberBarn, she hosts wellness workshops, where she tells busy professionals how and why they need to take better care of themselves.

Contact Center 73

Contact Center Coaching Customer Service Customer Experience 73

NobelBiz

JUNE 19, 2023

This enables them to identify areas for improvement and provide timely feedback and coaching to agents. This process helps in identifying areas of improvement and facilitating effective coaching. Equip them with the necessary skills to monitor calls, identify problems, and provide effective coaching.

Call Center 52

Call Center Coaching Contact Center Metrics 52

Monet Software

MARCH 26, 2020

How are you using your quality program for scoring and coaching, and what will those features look like once in the cloud? Pro Tip: Your move to the cloud provides the perfect opportunity to reevaluate coaching best practices and recalibrate your coaching between managers.

Coaching 71

Coaching outsourcing Strategic Value Enterprise 71

Call Center Weekly

OCTOBER 5, 2018

So don’t include the ones that come standard with every other “Core Values Workshop” mindset. How well your staff lives by and exemplifies the core values of your company should be coached and rewarded. Get to the Core Values that really mean something in a truly non-generic way. Let’s assume those as a given.

Customer Experience 143

Customer Experience Coaching B2B Personalization 143

Taylor Reach Group

MARCH 20, 2020

Provide free or subsidized lifestyle coaching, counseling, or self-management programs. Host seminars or workshops that address depression and stress management techniques, like mindfulness, breathing exercises, and meditation, to help employees reduce anxiety and stress and improve focus and motivation.

Contact Center 105

Contact Center Consulting Consulting Coaching 105

Balto

JUNE 30, 2022

From the workshops and meetings to the main vendor floor, the space was brimming with energy and enthusiasm. Were people and companies willing to travel with higher ticket fares? After opening the doors to the conference floor on day one, it was clear that the answer was a resounding “yes!” We knew the week was going to be a good one.

Contact Center 52

Contact Center Customer centricity Coaching Sales 52

Integrity Solutions

NOVEMBER 19, 2018

To us, having a coach is more important than having a manager. How well-equipped are your managers to meet this growing demand for coaching? Managing to activities will always be important, but having a culture of coaching will help elevate your organization as a desired place to work. Ongoing Learning and Development.

Coaching 77

Coaching Sales Feedback Management 77

NobelBiz

JULY 31, 2023

Feature Workshops Competency Matrix: Design workshops based on a competency matrix. Change Management: As new features or system updates roll out, ensure all agents are adept through intensive workshops. We’re thrilled to have him as our special guest on the show, where we delve into the world of training and coaching.

Wait times 52

Wait times Telecommunications Call Center CRM 52