After the Consultants Leave

Taylor Reach Group

The decision to engage a contact center consultant is not made lightly. We’ve found four main reasons for long-term lack of success after a consulting engagement: Lack of Knowledge. By the time of the final report, then, contact center leadership and the consultants are aligned.

When to Call a Contact Center Consultant…

CCNG

In this article, we will provide a summary of many situations where a Contact Center Consultant could provide immense value. A consultant can be a sounding board for ideas. Identify Gaps or problems – Find the Problem Consultants conduct full 360 reviews of your contact center.

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Why Training Programs Fail and How to Avoid It Happening to You

Contact Center Pipeline

We considered starting this article like this: “Two grizzled training veterans walk into a bar…” but that’s not exactly how it happened. We are experienced (not grizzled) training consultants.

Workforce Management Consultant

Call Design

In this role you will be responsible for delivering Aspect WFM training and consulting for both new and existing customers of Call Design at one end of the spectrum to consulting with customers around industry best WFO practices at the other. The Role.

The Evolution of Support: How to Manage Customer Support in an Era of Self-help

Speaker: Kristina Evey, Customer Experience Expert and Consultant

As self-service as a customer preference continues to grow, it's more important than ever that we assess the amount of support being given to our customer service reps. Is there a way to find the right balance between self-service and support?

Medical Marijuana Company Appoints Contact Center Consultancy to Develop Agent Training Program

Taylor Reach Group

Customer Experience and Contact Center consulting firm, The Taylor Reach Group , Inc., is designing an Agent On-Boarding Training Curriculum. a globally acknowledged and leading Contact Center and Customer Engagement consulting agency, announced today that they have secured a Contact Center Agent Training Re-Design agreement with one of Canada’s largest, licensed Medical Marijuana Producers.

Breaking Down The Challenges of Remote Training & How to Overcome Them

CCNG

Written By Trey Fischer Trey Fischer of Kat Lan Tat Services spoke to members on how to help training teams go from surviving training with the remote agents to thriving when training remote agents.

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Improve Your Contact Center Through Agent Training and Development

Call Center Weekly

How then does a well trained contact center impact customer experience? Higher First Contact Resolution When your staff is well trained, they can provide resolution (when possible) on the first interaction. Improved quality and performance When staff are trained on a continual basis, they move the needle on quality and performance metrics such as CSAT, QA, NPS,QA. With the right training, they can easily apply the best method of communication to those customers.

How to Create A Financial Times Award-Winning Consultancy from Scratch

Beyond Philosophy

Beyond Philosophy won an award named one of the Best Management Consultancy Firms in the UK, by the Financial Times (FT). This bonus episode podcast explores how you can take your idea and turn it into an Financial Times Award-Winning consultancy, too. When I started my Global Customer Experience consultancy, no one knew me or even what Customer Experience was. Remember that consultants are the first to go in a recession.

An Alternative Approach to Agent Training

Call Center Weekly

By Sean Hawkins Two of the common reasons I hear regarding a lack of agent training, are no money and no time. This answer is unacceptable simply because there are many alternative methods of training and development available. I've also utilized the following as training opportunities: Shadow Mentorship Webinars Department Library Lunch and Learn Meet up groups Volunteer Opportunities Alternative training methods also lend well to the diverse learning styles.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

consulting too few sources. implementing new coaching and training within. consulting with over 1,000 C-Suite. training to drive. New Study Reveals Reliance on Too Few. Data Sources; Organizations Likely Missing. Opportunities to Meet the Real Needs of.

Guest Blog: Why You Should Train Frontline Personnel to Be Great Listeners

ShepHyken

This week we feature an article by Evan Hackel who writes about why it is important to train your frontline with excellent listening skills. You Can Train People to Listen. You have heard the common advice that people can be trained to avoid interruptive listening – which means that while people are speaking to them, they should not already be formulating a response in their minds. Yet you can train them to think in only one “compartment” at a time.

Three reasons not to hire a customer service consultant

Inside Customer Service

A few years ago, I stopped most of my consulting. Companies that hired any customer service consultant were struggling to see any gains. And I'll share the one time when a consultant probably is the right choice. #1 Consultants need access to lots of data.

Incentives and your Customer Experience

Taylor Reach Group

Best in class contact centers provide succession plans for qualified agents, including a development plan for agents to gain necessary training and experience for more challenging positions. By Colin Taylor. “Make your employees happy and they will make your customers happy.”

Taylor Reach Welcomes CX and Contact Center Industry Leader Steve Edmondson as Strategic Partner and Consultant

Taylor Reach Group

Industry-leading Customer Experience (CX) and Contact Center consulting firm, The Taylor Reach Group, Inc. TRG), is continuing its forward momentum and growth with the addition of strategic partner and consultant, Steve Edmondson. this week announced the addition of Steve Edmondson to the globally recognized consulting firm. “We’re A global Contact Center, Call Center, and Customer Experience consulting firm.

13 Call Center Training Tips For Upskilling Agents (+ Case Studies)

Babelforce

To be fully effective, agents need your support; implementing a solid call center training program will equip your team with everything they need to handle conversations effectively. Here are 13 tips to give your call center training program a boost. 13 Call Center Training Tips. #1

How can the Customer Success Manager consult and educate customers?

CustomerSuccessBox

Customers who are trained renew 92% more often than untrained customers. Customer Education is the training you give your customers that help them use and find value from your product. The post How can the Customer Success Manager consult and educate customers?

Astonishing Benefits Of Training Your Employees

Beyond Philosophy

We see this all the time in our Customer Experience consultancy: We come in with a Customer Experience program that we want to deliver. The next step to fostering employee engagement is to give your team the tools to do what you identified by the CES through training. However, we find that training in this area is insufficient. Training programs in the soft skills should do four things: Explain why emotions are relevant to the experience.

5 Reasons Why You Need Gamification in Your Contact Centre Training

Call Design

This new type of technology has completely revolutionised the way training and management is conducted throughout the professional careers of your agents. An investment into gamification for ongoing training is a direct investment to growing the depth of knowledge in your contact centre.

Taylor Reach to train county government contact center supervisors lead and effectively manage a remote workforce

Taylor Reach Group

The award-winning global contact center consultants and Customer Experience experts, The Taylor Reach Group, Inc. TRG) have been enlisted to help one US county with developing and deploying training for the county contact center supervisors. But they can be challenged due to “last mile” connectivity, lag in terms of technology, training, and general knowledge. As a result, supervisors need to be trained in how to best lead a remote workforce.

3 Ways to Improve Your Training to the Next Level

Beyond Philosophy

One essential element often neglected, but essential is the training of your Customer-facing teams. In my view, there is a great lack of training on soft skills with Customers and when there is training available it is too basic and not frequent enough. There are, however, three major things your training must address to be successful. Fail to do these three and your training will be incomplete, and your experience will be uneven at best.

CX and Contact Center Consultancy Assisting Major Retailer in Implementation of a New Service Model

Taylor Reach Group

The Taylor Reach Group, Inc, (TRG), a globally recognized Contact Center and Customer Experience (CX) consulting organization, today announced that they are working with one of the country’s, largest retailers, to establish a new service model within the retailer’s Contact Center. The consultancy will conduct workflow mapping including customer documentation and CX expectations, customer on-boarding, hiring and recruiting, basic training, volume and staff forecasting and scheduling.

How to Create A Financial Times Award-Winning Consultancy from Scratch

Beyond Philosophy

Beyond Philosophy won an award named one of the Best Management Consultancy Firms in the UK, by the Financial Times (FT). This bonus episode podcast explores how you can take your idea and turn it into an Financial Times Award-Winning consultancy, too. When I started my Global Customer Experience consultancy, no one knew me or even what Customer Experience was. Remember that consultants are the first to go in a recession.

Customer Service Consultant: 7 Ways To Make (Immediate) Customer Service Improvement

Micah Solomon

Which is why, in customer service consulting and among customer experience consultants, we always recommend you first work on getting your framework right, before going forward and attacking the details. In the course of a year, the amount of training you’ll get in is extraordinary, as well as greatly enhancing your team spirit. The best way to ensure lasting results from a customer service initiative is with a comprehensive, organized approach, if you have the option.

ChurnZero Partners with ESG to Offer Digital Customer Success Strategy Consulting Services

ChurnZero

ChurnZero Partners with ESG to Offer Digital Customer Success Strategy Consulting Services. Up to two additional hours of digital Customer Success consulting. The post ChurnZero Partners with ESG to Offer Digital Customer Success Strategy Consulting Services appeared first on ChurnZero.

Guest Post: A Guide to Training Employees to Deliver Outstanding eCommerce Customer Service

ShepHyken

Before you train your employees on how to provide amazing customer service, you need to clearly define what it means. Allow employees to have some room for creative solutions without consulting the leader or manual on everything.

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report

DMG Consulting

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. About DMG Consulting LLC.

ESG Partners with ChurnZero to Offer Digital Customer Success Strategy Consulting Services

Education Services Group

Each ChurnZero customer receives a dedicated Customer Success Manager (CSM) that guides them through training to gain a deep understanding and full adoption of the entire platform,” says Abby Hammer , Chief Customer Officer at ChurnZero.

5 Tips For Providing Quality Customer Service Training

Fonolo

No matter how talented your new hires are, they will not be successful without proper training. . So, how can you provide a great training experience for your customer service team? Ensure Training is Purpose-Based. According to Micah Solomon, customer service consultant and Forbes contributor, purpose-based customer service training is a crucial component to providing a high quality training experience for new hires. Ensure Training is Ongoing.

Making Optimal Customer Experience A Focus of Your Company’s (And Your) Thinking and Doing: The Case for Foundation and Advanced CEM Training

Beyond Philosophy

These companies, and their employees, are also invariably quite disciplined and well-trained in the why’s and how’s of customer experience. Our training programs, facilitated by leading authorities, include: Foundation Customer Experience Management. To learn more, here is the link to our array of available training programs, with details as to content, costs, and timing: [link] We invite your participation in these important and valuable certification courses.

Calabrio Receives Perfect Customer Satisfaction Scores in DMG Consulting’s WFO Report

CSM Magazine

Calabrio , the customer experience intelligence company, features perfect customer satisfaction scores and the number one spot in three of four categories in the 2020-2021 Workforce Optimization Product and Market Report from DMG Consulting LLC.

BPO Vendor Management Part Two: Your Top 3 Training Priorities

Outsource Consultants

In part two, we’re focusing on how business leaders can work with their BPO partners to set more ambitious training targets. And now even more emphasis on agent training has begun, as organizations are anticipating their training needs in a post-Covid marketplace.

COPC Inc. Celebrates the 5,000th Student to Complete Training in EMEA

COPC

continues to deliver value to contact centers and customer experience industries by maintaining strong programs that give our customers actionable training, resulting in higher CSAT scores and reduced costs within their operations. “It has been an excellent training experience.

Sales Training: A-Z Guide to Improve Your Sales ROI

JustCall

This is why it is important to conduct regular sales training programs for your team and produce an adept salesforce. You need to train your team of sales representatives so that they can tactfully handle customers and win their confidence. Sales Training Objectives.

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Training contact center supervisors around the internal CX is key to reducing agent attrition in tightening labor markets

Robert Davis

Hire people re-entering the job force and provide the necessary training. And it will become even more important to provide the right training for your front-line leaders (supervisors) to ensure they are creating the right atmosphere for their team members and have the skills necessary to develop future leaders. Dramatic improvement driven by supervisor training and the internal CX. By Brad Baumunk , President and COO.

The Importance of Human Connection in a Remote Workplace

Taylor Reach Group

To find out more about how Taylor Reach can help your company with continuity and crisis response, CLICK HERE to schedule a free consultation. by Patricia Ballantyne.

Taylor Reach Unveils Leadership Training Program for Transforming Contact Center Leaders for the Digital Age

Taylor Reach Group

Taylor Reach) announced today, the launch of their Leadership Training Program for Contact Center Team Leads, Supervisors, Analysts, and Managers. To address this gap, Taylor Reach’s Leadership Training Program is focused on leaders at all levels in the Contact Center and prepares people for the challenges of leadership in the digital age. One of the most overlooked opportunities for Contact Centers is the training for leadership within the organization.

Deep Dive into Your Call Center: 21 Questions We Ask When Consulting

Expivia

When we are consulting in another call center, there is a list of questions that are asked every time. If we came in for a consultation for you, we would talk to reps, managers, HR, upper management; honestly, we’d talk to everyone.

Nuances of Delighting Customers: An Exclusive Interview with Mr. Gangadhar Krishna, Customer Service Consultant

Customer Guru

Continuing with our initiative of sharing experiences of top-notch CX experts, we have another gem of an interview with Mr. Gangadhar Krishna, an independent author, coach, trainer and consultant in customer service and excellence. He has initiated a voluntary training program called MYPSR – Give Time, Get Happiness, for those individuals who cannot afford such trainings nor are sent by their companies. Keep a budget for customer service training and initiatives.

How should remote agents move from new hire training to a contact center team?

DMG Consulting

Question: How should remote agents move from new hire training to a contact center team? A transition team is where an agent is assigned to a small interim group that helps facilitate the progression from training to a permanent team. While on this team, newly trained agents should have access to assigned and dedicated support resources of 2 or more supervisors, team leaders or peer mentors so that someone is always available to answer their questions.