CCNG

APRIL 5, 2023

They can deplete productivity, due to lack of focus, and cause physical ailments such as tension headaches, migraines, digestive problems, or insomnia. Triggers can be so deeply ingrained that it takes coaching or therapy to create awareness. Whatever the trigger, it can be a source of stress , especially if it’s an ongoing occurrence.

Management 195

Management CCNG Coaching Personalization 195

Integrity Solutions

APRIL 23, 2024

High-performing Sales organizations go beyond hiring for “measurables” and have well thought out plans, processes, coaching and salesperson development strategies in place. But they lack experience and are far from finished products. The annual NFL Draft is always full of intrigue for many reasons. What drives them?

Coaching 60

Coaching Sales Accountability CRM 60

ShepHyken

AUGUST 31, 2021

Shep Hyken interviews Dan Gingiss, an international keynote speaker, coach, and author of The Experience Maker. ” “Focusing on the customer will lead to more productivity. ” About: Dan Gingiss is an international keynote speaker and coach. The Experience Maker. Think about the customer in every decision.”

Coaching 351

Coaching Marketing Customer Care Customer Experience 351

ShepHyken

JULY 15, 2022

This week we feature an article by Michael Becker, founder of Abundance Accelerators , a growth agency for coaches. The stakes have effectively been raised, and they’ll continue to go up for product brands, service providers, and client-based companies alike. . In 2022, and moving forward, simple fulfillment isn’t enough.

Coaching 325

Coaching Customer centricity Accountability Feedback 325

Integrity Solutions

APRIL 8, 2024

Exacerbating this issue is the fact that sales training and coaching doesn’t always help salespeople with these internal motivation issues. Product knowledge and sales tactics are important, but they’re simply not enough. But that doesn’t mean you can’t develop and coach around these inner factors.

Sales 73

Sales Coaching Personalization Surveys 73

Contact Center Pipeline

DECEMBER 20, 2022

This definition runs on a loop for many Contact Center agents these days when listening to feedback by those who think they are coaching. Key Performance Indicators (KPIs) built around agent productivity […].

Coaching 147

Coaching Contact Center Feedback Metrics 147

The Northridge Group

AUGUST 14, 2023

In the post-pandemic world, contact center leaders are prioritizing three interconnected objectives: employee productivity, retention, and satisfaction. By cultivating a positive working environment, leaders can optimize the employee experience to mitigate absenteeism and attrition while simultaneously enhancing productivity.

Contact Center 92

Contact Center Coaching Morale contact center associations 92

Integrity Solutions

APRIL 8, 2024

Exacerbating this issue is the fact that sales training and coaching doesn’t always help salespeople with these internal motivation issues. Product knowledge and sales tactics are important, but they’re simply not enough. But that doesn’t mean you can’t develop and coach around these inner factors.

Sales 64

Sales Coaching Personalization Surveys 64

Call Design

JUNE 29, 2020

Establish a Coaching Relationship. There is a fine line between a coaching and management relationship. Micromanaging your team is rarely the right approach, so it’s important to find that line between a coaching and management relationship. Equip Your Team with the Right Technology.

Management 202

Management Coaching Consulting Consulting 202

Playvox

FEBRUARY 13, 2024

A 2022 ICMI study showed that the top two KPIs most customer support centers measure are customer satisfaction and agent productivity, respectively. However, those can be confusing for agents because, although they want to be productive, faster interactions are not always better for customer experience and satisfaction.

Contact Center 88

Contact Center Gamification Coaching Feedback 88

Playvox

JULY 14, 2023

Providing an ever-improving customer experience while boosting contact center agent productivity is paramount for your business. Here’s the blueprint for achieving greater agent productivity in your call center. The quality of customer service and support can also have an impact on the productivity of a contact center.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Integrity Solutions

JUNE 13, 2023

It would follow, then, that increasing coaching effectiveness is one (major) tool in the toolbox to help solve these problems. Employee engagement is very much emotional, and it’s managers and the coaching culture they create that can make or break those emotional ties. Why does a coaching culture matter?

Coaching 86

Coaching Employee engagement Sales Management 86

Playvox

JANUARY 25, 2024

It is through this lens that workforce optimization has evolved to mean the business strategies, processes, and supporting automation technologies that maximize contact center and agent productivity and efficiency to allow organizations to deliver outstanding customer experience (CX).

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Integrity Solutions

FEBRUARY 1, 2024

Most buyers today are well-versed in your products and services before they ever come in contact with you. Yes, they can go online and access all kinds of information about your products and services, your company and your competition. It takes coaching, emotional intelligence, and self-awareness.

Sales 106

Sales Coaching Scripts B2B 106

Playvox

FEBRUARY 27, 2024

In a buyer’s market, customers have choices and can take their business elsewhere should they receive less-than-optimal products, service, and support. Implemented correctly, AI allows companies to adapt and thrive in an increasingly competitive business landscape, maximizing productivity and driving growth.

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

Integrity Solutions

SEPTEMBER 2, 2022

In any job market, companies simply can’t afford the high price of employee disengagement — as Gallup has calculated it, each actively disengaged employee costs companies about a third of the person’s salary in lost productivity. In other words, great managers are great coaches. At least, it shouldn’t be.

Management 119

Management Coaching Employee engagement Surveys 119

LiveVox

OCTOBER 30, 2023

With agents working from home, full or part time, it can be difficult to monitor their interactions with customers, track their productivity, provide timely feedback and coaching, and do so in real time. The contact center industry’s transition to flexible work arrangements has introduced new complexities for frontline managers.

Analytics 90

Analytics Coaching Contact Center Feedback 90

Integrity Solutions

DECEMBER 20, 2023

Let’s explore why that distinction is so fundamental in sales, and what you can learn about active listening in sales from the best sales coaches. A strong belief in your organization’s products and services is one of the key factors that impacts selling success. Genuine passion for what you’re selling is essential.

Sales 86

Sales Coaching Consulting Consulting 86

The Northridge Group

AUGUST 6, 2020

We know that customers will become loyal to a company or product when they receive personalized service. Once believed to be a hard-wired trait, empathy is truly a skill that can be learned and coached to. During the COVID-19 crisis, Northridge assisted a client in the Government sector with call center coaching and empathy training.

Customer Experience 152

Customer Experience Coaching Government Call Center 152

Customer Service Life

FEBRUARY 29, 2024

Image by Mikko Koivuneva from Pixabay Whether it’s called a one-on-one meeting, or a coaching conversation, or a performance check-in, this regular conversation between a supervisor and an employee is essential to an effective and high-performing contact center. As we talk about productivity, there’s one thing we always aim NOT to do.

Contact Center 88

Contact Center Metrics Coaching Feedback 88

Integrity Solutions

AUGUST 24, 2022

It’s a good bet that your training encompasses things like selling skills, product knowledge and the ability to have effective conversations with customers. Beyond selling skills and product knowledge, however, is another, more influential driver of sales success , and it’s one that many organizations completely overlook.

Sales 88

Sales Coaching Calibration B2B 88

Aspect

AUGUST 28, 2017

Famed football coach Vince Lombardi once said, “Perfection is not attainable, but if we chase perfection we can catch excellence.” Nonetheless, you should never stop striving to provide your agents with all the coaching they need to stay engaged, productive and provide a superior customer experience. As such, coaching is m.

Coaching 191

Coaching Chatbots Contact Center Self service 191

The Northridge Group

SEPTEMBER 13, 2023

When Quality Monitoring processes identify specific behavioral issues in individual associates, the behaviors can usually be quickly corrected with monitoring, agent and call level reporting, insights, recommendations, training programs, and/or customized coaching. You may unsubscribe from these communications at anytime.

Government 67

Government Contact Center Coaching contact center associations 67

SharpenCX

OCTOBER 27, 2021

They keep employees engaged and productive . They couldn’t have in-person coaching conversations. Rather than wallowing in the circumstances and letting agent engagement and productivity suffer, Centricity chose to adapt – and fast. They inform coaching conversations with data. What’s more?

Analytics 128

Analytics Coaching Contact Center Metrics 128

Playvox

JANUARY 30, 2024

Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching. For Companies Increase employee productivity – By making mundane tasks, training, and customer support challenges more fun, gamification can also make agents more productive.

Gamification 79

Gamification Contact Center Coaching Quality management 79

SharpenCX

OCTOBER 6, 2021

She’s a master at tackling the kinds of product issues that require a fine-tooth comb to solve. And, continue to keep tabs on agent performance and sentiment during your coaching conversations and 1:1s , so you can support your team’s needs. . >> Read Next: How to Use Data to Inform your Decision Making for Standout Service This Year.

Contact Center 128

Contact Center Coaching Metrics Employee engagement 128

The Northridge Group

OCTOBER 1, 2020

They may lack time due to competing business priorities or, perhaps, the one-on-one sessions they schedule for coaching become discussions of business issues, leaving little or no time for actual coaching. What outcomes will a strong coaching and training program deliver? Best practices for contact center coaching and training.

Coaching 128

Coaching Contact Center Best practices Management 128

CSM Magazine

OCTOBER 25, 2023

Proper onboarding can help employees quickly become productive members of the team, feel valued, and improve employee retention rates. By making the onboarding experience enjoyable and memorable, new employees are more likely to feel part of the organization and become productive faster.

Customer Service 52

Customer Service Coaching Best practices Feedback 52

Integrity Solutions

NOVEMBER 22, 2022

Coaching is what makes the culture transferable and sustainable. Let’s take a look at the scope of the issue banks and credit unions are dealing with when it comes to employee engagement, motivation and turnover and how coaching can serve as the catalyst for long-term culture change. Who Needs Workplace Coaching?

Employee engagement 79

Employee engagement Banking Coaching Personalization 79

Integrity Solutions

JUNE 14, 2021

Saying there’s no time for coaching or that someone has already reached their potential are just two of the prominent misconceptions around sales coaching. Whether in sports, in sales or in life, a great coach helps people reach their full potential. Sales Coaching Myths Debunked. Fact: Coaching benefits all performers.

Coaching 107

Coaching Sales Construction Management 107

Integrity Solutions

JULY 22, 2021

When you hear the word “coach”, what comes to mind? We often associate “coach” with a sports analogy. Historically, a coach was a horse-drawn carriage that transported important people from where they were to where they wanted to be. Isn’t that what you want to do when coaching? The Business Case for Coaching.

Coaching 106

Coaching Personalization Sales Transportation 106

Tethr

FEBRUARY 3, 2020

But in today’s bustling work environment, supervisors are struggling to find the time needed to effectively coach staff for continual performance improvement. Coaching is more important than ever before in today’s call center environment, as calls continue to increase in complexity. But are you really coaching?

Coaching 113

Coaching Management Calibration Feedback 113

BlueOcean

DECEMBER 18, 2023

For most of the history of the contact center industry, the standard for QA has been for a team lead, coach, or supervisor to review and score three contacts per agent per week. Coaches would get to know the agents on their teams. One percent of one percent… at best. These efforts weren’t useless – they were, as noted, the standard.

Contact Center 71

Contact Center Average Handle Time Coaching First call resolution 71

Integrity Solutions

NOVEMBER 29, 2022

In fact, data collected by the consulting firm ES Research has shown that 85 to 90 percent of sales training fails to translate into a lasting improvement in productivity. There are a number of factors contributing to this dismal return rate. These are all good goals to have, but they’re outcomes; they’re not predictive.

Metrics 87

Metrics Sales Coaching Accountability 87

Integrity Solutions

JULY 20, 2021

In many ways, building sales confidence is about expanding belief boundaries, addressing some underlying perceptions and providing the type of sales training and coaching that maximizes strengths, encourages risk taking and helps your customers think differently. So why do so many salespeople skip ahead to product-focused discussions?

Sales 126

Sales Coaching B2B Personalization 126