Callminer

APRIL 21, 2020

The role of a call center manager is complex and challenging. 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. Hassan Alnassir.

Call Center 182

Call Center Management Scripts Coaching 182

The Center for Client Retention

OCTOBER 4, 2017

Sales and customer service are often thought of as separate entities and in a certain sense, they are. On the surface, sales personnel have the goal of maximizing the company revenue by selling more and gaining new customers. Now, salespeople not only have to be experts at selling, but experts at customer service as well.

Sales 96

Sales Customer Service Customer retention Customer Experience 96

Fonolo

JANUARY 22, 2020

Wondering what customer service or contact center conference to attend in 2020? Particularly in an industry like customer support, it’s so important to be around people who are working on the same things and can understand what it’s like to be in our shoes. Chief Customer Officers USA, Atlanta. Customer Contact East, Ft.

Customer Service 129

Customer Service Chief Customer Officer Contact Center Call Center 129

CSM Magazine

AUGUST 22, 2019

If you’re a supervisor or manager and you see signs of work exhaustion in your people, you need to act fast, or you might lose your people to burnout, or another job. I know these ideas work because I’ve used them in call centers I’ve managed, and right here at Myra Golden Seminars. Plan a Team Building Outing. About the Author.

Customer Service 45

Customer Service Morale Call Center Consulting 45

CSM Magazine

JUNE 29, 2021

Thanks to the technological revolution, customer service has become a key factor which distinguishes companies in the financial services and insurance (FSI) industry. Here are some ways the financial sector can measure their customer service, identify gaps and take steps to improve the customer experience (CX).

Customer Service 52

Customer Service Self service Education Finance 52

Myra Golden Media

APRIL 15, 2019

I end all of my customer service workshops by asking participants to write down three words. Start, Stop, Continue for Feedback About Managers. My first year as a manager, I desperately wanted to know how I was doing, not in terms of performance goals or what my boss thought of me. Start, Stop, and Continue.

Feedback 227

Feedback Customer Experience Management Customer Service 227

Myra Golden Media

JUNE 13, 2017

Training is customized to your needs. I meet with your management team before the training to discuss your objectives and I review a sample of your agent calls to help me understand where you are today. • Amy Spence, Training Service Manager, West Education Group. Myra is a wonderful and engaging speaker.

Education 166

Education Personalization Customer Service Management 166

Call Center Weekly

NOVEMBER 19, 2018

Review Processes Exceptional service allows agents to offer immediate solutions without getting bogged down in processes or policy. This leads to happy, loyal customers. Removing barriers that prevent exceptional customer service will lead to a more engaged service center. They had ownership!

Government 222

Government Contact Center Feedback Consulting 222

ViiBE Blog

APRIL 7, 2021

What is a customer service training video? Some people are a natural fit for customer service. Still, not everyone has the knack for anticipating customer needs and maintaining a professional composure even in stressful scenarios. How do you teach good customer service?

Customer Service 52

Customer Service Airlines Feedback Technology 52

ViiBE Blog

APRIL 7, 2021

What is a customer service training video? Some people are a natural fit for customer service. Still, not everyone has the knack for anticipating customer needs and maintaining a professional composure even in stressful scenarios. How do you teach good customer service?

Customer Service 52

Customer Service Airlines Feedback Technology 52

Micah Solomon

OCTOBER 10, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. The standard level of customer service at most modern companies is reactive. Image that you’re a manager at a hotel.

Customer Service 68

Customer Service Engineering Consulting Consulting 68

Fonolo

AUGUST 17, 2021

While incredible customer service should always be a call center’s goal, it shouldn’t be your only goal. If your agents have polite, customer interactions — that’s great! Customers want a pleasant phone experience, but not as much as they want a quick and easy call resolution. But it’s not enough.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

SharpenCX

JUNE 29, 2021

Inevitably, the roles humans take on and the tasks robots take over will shift how we work and what skills your customer service employees will need to learn to adapt. Read Next:] Coaching and Training Action Items to Inspire your Customer Service Training Program. No bot can replace the human skills your agents offer.

Customer Service 67

Customer Service Coaching Call Center call center software 67

CSM Magazine

MARCH 18, 2020

If there is one thing today’s consumer expects, it would be excellent customer service. This holds true in both the business and private sectors, but unfortunately, many customer service call centers leave a lot to be desired. One of the key areas of focus in lean management is to identify and reduce waste in processes.

Call Center 52

Call Center Customer Service Scripts Consulting 52

CSM Magazine

APRIL 9, 2019

Rick Conlow gained some key lessons from a customer service survey conducted at the Mall of America. As I held a customer service seminar at the Mall of America, I had the idea to rate the mall’s stores to gain key customer service lessons. 5 Customer Service Lessons. So will your boss!

Customer Service 45

Customer Service Complaint resolution Surveys Personalization 45

CSM Magazine

DECEMBER 21, 2020

Workshops, extracurricular seminars, lectures of visiting professors, and work experience can teach you a lot more. This is especially the case if you study Management and want to try running your own business. Every successful business person or manager is successful not only because they know theory and studied cases.

Management 52

Management Marketing Personalization Customer Service 52

JustCall

DECEMBER 1, 2022

The need of the hour is for managers of work from home call centers to assist, interact and engage with their home agents using a range of reporting, monitoring and management tools. Let us look at some of the benefits of work from home customer care department. Call Center Online Management Tips.

Call Center 52

Call Center Management Agent burnout Scripts 52

Myra Golden Media

APRIL 15, 2017

She took the time to listen to our needs and created workshops that combined her expert knowledge with the specific customer-service ethos we want ingrained in our employees. . Amy Spence, Training Service Manager, West Education Group. Our attendees had this to say about Myra: • Myra held everyone’s attention.

Education 174

Education Personalization Customer Service Management 174

JustCall

MAY 14, 2024

Call center training is the process of training your agents to communicate effectively with potential or existing customers. It encompasses various courses, seminars, coaching sessions, and activities designed to teach the skills and behaviors necessary for success in a call center environment. What is call center training?

Contact Center 52

Contact Center Coaching Call Center contact center solutions 52

aircall

MARCH 1, 2021

Why are customer service skills important? Before asking yourself that, you should perhaps ask: what plays the most significant role in your customer’s experience? Plus, 71% of consumers would decrease their support for a brand if they don’t have a human customer service representative available to speak to at all. .

Customer Experience 62

Customer Experience Customer Service Call Center First call resolution 62

SharpenCX

APRIL 28, 2021

And in fact, I kept thinking about what makes a good manager and how leaders can use lessons from Schitt’s Creek to not only improve community among their teams but to improve individual performance, too. So, I’m here for a quick philosophy seminar. And, the best managers spend 75% of their time coaching. Give direct feedback.

Management 67

Management Coaching Construction Contact Center 67

Toister Performance Solutions

OCTOBER 14, 2021

My manager didn't train me for recognition. Read this post before you recognize your good employees with a training class, seminar, or conference. Why training is not good recognition Years after working in retail, I found myself managing a department that trained thousands of employees. You might save a lot of hassle.

Management 71

Management Sales Customer Service 71

CSM Magazine

FEBRUARY 16, 2024

The event is focused on the processes used by call and contact centers, with showcases from over 200 different business representatives along with seminars by over 100 industry experts. In April 2024, the Las Vegas Convention Center will see the return of the Call and Contact Center Expo.

Contact Center 52

Contact Center Big data Call Center Technology 52

CSM Magazine

FEBRUARY 16, 2023

From customer service agents to sales professionals, there are many types of client-facing roles in the workforce. These roles involve interacting directly with customers or clients to provide advice and assistance. Below are 10 examples of client-facing roles that exist in various industries.

Technical Support 52

Technical Support industry standards Engineering Accountability 52

Anexa BPO

NOVEMBER 6, 2022

For those who aren’t familiar, EXPO RC is an annual trade show that focuses on customer relations and customer service. It’s a place for businesses to showcase their products and services, network with industry professionals, and learn about the latest trends and best practices in the field.

Journey mapping 52

Journey mapping Business Process Outsourcing Entertainment outsourcing 52

TeleDirect

JULY 1, 2021

Inbound calls and communication fall under any of the following categories: Reservation services. Want to ensure your next big seminar gets the most people in the seats? Reservation services , as part of your inbound solutions, fit the bill. Think of inbound call centers as your ultimate customer service resource.

Call Center 62

Call Center Upselling Healthcare outsourcing 62

Fonolo

JANUARY 31, 2023

Instead, it’s helpful to think of it as regular part of your workforce management. 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. Still have questions about call center training? What is Call Center Training?

Call Center 141

Call Center Contact Center Coaching Gamification 141

Comm100

JUNE 30, 2016

Time and time again, we see evidence that great customer service experiences are critical in maintaining customer loyalty and satisfaction. According to research conducted in 2015 by Aspect Cloud Solutions , 76% of respondents see “customer service as a ‘true test’ of how much a company values them.”

Customer Service 60

Customer Service Banking Education Scripts 60

COPC

MAY 2, 2019

s first China client seminar of 2019 was held on April 12 in Beijing, attracting participants from various industries including financial services, technology, utilities, outsourcing and many others. During her speech, Rachel shared that one of the major issues in contact center management is the underutilization of data.

outsourcing 8

outsourcing Construction Contact Center Metrics 8

Myra Golden Media

JULY 15, 2019

Here’s the 8 Step Quality Program we use at Myra Golden Seminars. Develop Standards and Objectives for Customer Experience. Yet, many supervisors and managers do jus this – hand employees a scorecard and say “Good job” or “Do better.” I have help for you. Define the Problem You Need to Solve.

Calibration 153

Calibration Coaching Morale Feedback 153

Connecting the Dots

OCTOBER 9, 2018

Last month, John Goodman presented on Authentic Empowerment: Equipping Your Front-Line to Deliver a Can-Do Customer Experience 3.0 at Customer Service Institute of America. The video recording of the presentation is now available for you, and is especially important for CX managers and front-line staff.

Customer Experience 62

Customer Experience Engineering Consulting Consulting 62

Connecting the Dots

OCTOBER 9, 2018

Last month, John Goodman presented on Authentic Empowerment: Equipping Your Front-Line to Deliver a Can-Do Customer Experience 3.0 at Customer Service Institute of America. The video recording of the presentation is now available for you, and is especially important for CX managers and front-line staff.

Customer Experience 48

Customer Experience Engineering Consulting Consulting 48

Connecting the Dots

OCTOBER 9, 2018

Last month, John Goodman presented on Authentic Empowerment: Equipping Your Front-Line to Deliver a Can-Do Customer Experience 3.0 at Customer Service Institute of America. The video recording of the presentation is now available for you, and is especially important for CX managers and front-line staff.

Customer Experience 48

Customer Experience Engineering Consulting Consulting 48

Taylor Reach Group

NOVEMBER 30, 2018

There are a lot of smart — very smart — individuals managing and directing Call and Contact Centers today. Yet these bright, bright people still manage from time to time to do things that defy understanding. After all why would we want home agents, speech recognition, higher quality or better staff morale and management?

Contact Center 111

Contact Center Average Handle Time At home agents First call resolution 111

CSM Magazine

AUGUST 6, 2021

Every business needs to focus on productivity, security, efficiency, and financial management to grow and beat its competitors. Today, the benefits and accomplishments portrayed by Information Technology services have increased their procurement. Provides Seamless Management. Improves Customer Service.

Chatbots 52

Chatbots Feedback Management Sales 52

TechSee

FEBRUARY 23, 2021

An inability to smoothly and promptly manage the transition to a 4G home security system could result in higher-than-average customer churn. However, training new technicians presents a logistical challenge to service providers. Holding a training seminar for all company technicians is not only costly but also impractical.

Self service 109

Self service Wireless Contact Center Government 109

SharpenCX

FEBRUARY 24, 2023

A study by Walker found that 80% of consumers expected personalized customer service from businesses across all sectors – and they’re willing to pay more for it, too. In today’s digital age, you can no longer afford NOT to provide personalized experiences for your customers. Training doesn’t have to involve a half-day seminar.

Banking 76

Banking Personalization Customer Experience Chatbots 76