TechSee

MARCH 2, 2023

Sorting through the many questions asked of our AI team, here are seven of what we feel are the best questions to ask in order to understand if an AI provider is the right partner for you. What resources should I allocate to bring your AI solution into my service organization? These are just a few typical examples.

Enterprise 109

Enterprise Coaching Chatbots Self service 109

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. She listened and, based on what I’d told her, asked me a few more questions that gradually helped to bring more clarity about what needed to be done.

Sales 86

Sales Coaching Consulting Consulting 86

Callminer

APRIL 24, 2020

But the question is: How? In addition to call monitoring and scoring, managers and supervisors should also make it a point to schedule in time for targeted coaching sessions with agents. One best practice recommended by experts is to have the agent discuss what they believe to be their strengths and weaknesses during coaching sessions.

Best practices 182

Best practices Call Center Coaching Schedule adherence 182

Fonolo

JANUARY 31, 2023

Still have questions about call center training? 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. Despite being old-fashioned and resource-heavy, shadowing is a very effective way to quickly learn a new role.

Call Center 141

Call Center Contact Center Coaching Gamification 141

CSM Magazine

APRIL 24, 2023

A life coach is a person who, based on a person’s current life situation and values, helps create direction and guide them on their way of meeting positive goals in their personal and professional life. In fact, there are around 23,823 life coaches in the US alone. In fact, there are around 23,823 life coaches in the US alone.

Coaching 52

Coaching Personalization Management Technology 52

ShepHyken

DECEMBER 24, 2018

Each week I read a number of customer service and customer experience articles from various resources. Freshdesk) Customer service teams now have more resources at their disposal than ever for understanding and assisting customers. Or, would you remain calm and coach him or her? Here are my top five picks from last week.

Customer Service 219

Customer Service Morale Coaching Customer Experience 219

CX Global Media

DECEMBER 3, 2018

This question is a significant one for many organizations and as soon as you think you have the upper hand your competitor will take it away from you – or your customer changes their expectation. So, whether customers are complaining about your company, whether they’re complimenting or whether they’re asking you a question.

Customer Care 214

Customer Care Coaching Call Center Marketing 214

CX Accelerator

DECEMBER 31, 2018

What a fantastic question! Other Actions: Coach your leaders to use the leadership behaviors you'd like to see, taking care to model how you want them to coach their direct reports.Ask your leaders to emulate the service vision when working with employees. Sheri Kendall-duPont would also be a great resource on this topic.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

SharpenCX

SEPTEMBER 1, 2021

When you don’t come to your interviews prepared with at least a few common questions, you can easily set the wrong expectations for your future hire. But I’m going to focus on the specific questions to ask. Let’s walk through 5 questions to ask in an interview to evaluate the skills of your potential hire.

Call Center 128

Call Center Coaching Contact Center Feedback 128

Balto

JUNE 12, 2023

Share on Twitter Share on Facebook Share on LinkedIn Share on Email In today’s economy, contact center leaders are tasked with doing as much as possible with as few resources as possible. One of the questions we asked them was which tools and strategies they were using to generate more efficiencies.

Contact Center 52

Contact Center Coaching Gamification Upselling 52

Integrity Solutions

DECEMBER 15, 2020

Effective sales coaching yields results, and sales leaders intuitively seem to understand this. You don’t have to look far to find another article or blog post talking about the importance of coaching in the workplace. In the world of sales, coaching is seen as critical for driving growth and developing excellence within sales teams.

Coaching 94

Coaching Sales Surveys CRM 94

SharpenCX

SEPTEMBER 25, 2020

Coach your agents to be conversational with their customers. Download Now] Get real about coaching your agents with these 7 action points. Possibly, but if agents assume they already know the customer’s question, they’ll also assume they already know the answer. Read Now] Coach agents to create urgency, not emergency.

Contact Center 128

Contact Center Coaching Scripts Average Handle Time 128

CX Global Media

NOVEMBER 6, 2019

Finding the right Speech Analytics Solution starts with knowing the right questions to ask. It’s also important to know that avoiding Speech Analytics mistakes requires you to know the questions not worth asking. Roger Lee : Yeah thanks Jim great question. Another question was, how do I sell it to the C-suite.

Analytics 136

Analytics Contact Center Coaching Call Center 136

Integrity Solutions

OCTOBER 23, 2023

You need a lot of methodology… you need to pull on every resource available to you to be successful,” she notes. The question you have to ask yourself is, do you enjoy doing those things? This is why the best salespeople ask a lot of thoughtful questions. You need a lot of support. Are they things that motivate you?

Sales 114

Sales Coaching Education Feedback 114

ShepHyken

MARCH 11, 2022

Their needs and wants have shifted, and you’ll do a better job of attracting and retaining the best people for your company if you ask good questions, listen without getting defensive, and work with them to co-create a more meaningful employee experience. . Make It Easy to Work with You. Customers want convenience and so do your employees.

Coaching 227

Coaching Personalization Customer Service Marketing 227

Global Response

MARCH 27, 2024

Concise information gathering: Include questions designed to gather all necessary information from the customer in a structured and efficient manner. FAQs and informational content: Incorporate answers to frequently asked questions and other informational content. Regularly monitor performance and coach agents on improvements.

Scripts 62

Scripts Call Center Customer Service Coaching 62

CX Global Media

SEPTEMBER 11, 2018

Annette Franz : Annette is the founder and CEO of CX Journey Inc, a Certified Customer Experience Professional (CCXP), and an official member of the Forbes Coaches Council. It’s why they have been incorporated into the blended learning system for existing and emerging frontline supervisors at Call Center Coach.

Customer Service 168

Customer Service Coaching Customer centricity Scripts 168

CX Global Media

SEPTEMBER 23, 2019

Additional Resources. WEBINAR: 3 Common Questions Contact Centers Should NEVER ask about Speech Analytics. The post Top 20 CX Influencers to Follow in 2019 appeared first on Call Center Coach. Top 20 CX Influencers to Follow in 2019 – Click to Tweet. WEBINAR: How Coca-Cola® Adds Life to Contact Center Employee Engagement.

Contact Center 159

Contact Center Coaching Employee engagement Call Center 159

Playvox

FEBRUARY 16, 2024

Complex support still often requires phone interaction, but customers more frequently prefer email and chat for simple, routine questions and support. The right solution can automatically assign coaching to help agents improve faster and arm them with preventive action. Customer loyalty, needs, wants, and preferences have shifted.

Quality management 75

Quality management Contact Center Management Best practices 75

COPC

OCTOBER 24, 2023

In last month’s article , we looked at how coaching customer satisfaction (CSAT) to a number may lead to wasted time and effort, employee dissatisfaction, and difficulty improving CSAT results. Did the agent use the right resources? Your other metrics, such as response time, average handle time (AHT), escalation rate, etc.,

Metrics 92

Metrics Coaching Average Handle Time Consulting 92

Vistio

MARCH 11, 2024

Additionally, your employees’ feedback is a valuable resource when revising training programs. This can include regular coaching sessions, further training modules, and access to relevant resources such as knowledge articles and best practice guidelines.

First call resolution 52

First call resolution Contact Center Best practices Coaching 52

Taylor Reach Group

APRIL 8, 2021

The question, then, becomes “ How much efficiency are we willing to forego to achieve desired resolution? ”. The center does not have enough resources so perhaps they will review 2 contacts instead of their original plan of 5. Then limit these reviews and coaching that is required only to those staff in the lower performance quadrant.

Coaching 112

Coaching Contact Center Average Handle Time Wait times 112

3CLogic

JANUARY 24, 2024

It can further assist supervisors with AI Coaching and sentiment analysis to generate intelligent insights and reporting at scale, ultimately creating high-performing agents and improving the customer experience (CX). Yet, the question still stands — is Conversational AI right for your organization? How exactly does this work?

Contact Center 64

Contact Center Virtual Agent Self service CRM 64

Playvox

MARCH 12, 2024

The following chart shows how contact centers like yours are recognizing service agents and can help answer the question of how to motivate agents in your specific service center. You can prioritize employee well-being by providing mental and physical well-being perks such as wellness programs and access to mental health resources.

Morale 78

Morale Gamification Contact Center Quality management 78

SharpenCX

DECEMBER 2, 2020

Make a checklist of the current platforms you use to support your contact center, and ask yourself a few key questions to evaluate your tech. Start with these 7 questions: Can your systems keep up with the new behaviors of modern customers? How can we improve your training and coaching? Create core competencies for your team.

Call Center 128

Call Center Customer Service Contact Center Metrics 128

Calltools

JANUARY 10, 2024

Leverage IVRs Intelligent voice response (IVR) menus are automated phone menus that help guide a customer through a series of questions. Create a Knowledge Base Creating a knowledge base provides a helpful resource for your call agents to use when customers ask frequently asked questions.

Average Handle Time 52

Average Handle Time Contact Center Interactive Voice Response Call Center 52

Balto

MAY 9, 2023

Automated Quality Management (AQM) can enhance quality management in contact centers by automating the whole quality management process, from interaction assessment to agent coaching. Moreover, AQM can be used to target particular business units by specifying which questions should be scored. of the actual number of calls.

Quality management 52

Quality management Contact Center Management Coaching 52

JustCall

MARCH 13, 2023

For many sales managers, sales coaching techniques are either too difficult to execute or too complicated to achieve. Whether you need to coach customer service teams right or coach newbies during the first call, using the right sales coaching methods is key. Here are 5 sales coaching techniques worth a try.

Coaching 40

Coaching Sales Feedback Metrics 40

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

ClientSuccess

OCTOBER 18, 2022

Also, don’t be afraid to come to the meeting with your notes, answers, and questions ready to go! . Digging into their questions and concerns can help both sides come to an agreement. . Looking for more resources on having strategic conversations with customers? . Remember that a conversation is a two-way street.

Best practices 72

Best practices Upselling Coaching Accountability 72

TeamSupport

JULY 31, 2023

Where do they offer ongoing feedback, report issues regarding product use, ask general questions, or simply get help at the moment needed? Understanding individual performance helps in recognizing strengths, addressing weaknesses, and providing targeted coaching to improve overall team performance.

Customer Support 97

Customer Support Metrics Coaching Marketing 97

Connect

APRIL 18, 2024

The technology can also boost agent productivity with automation, real-time guidance, and performance coaching and enhance operational efficiency by reducing costs, optimising resources, and enabling data-driven decisions.

Virtual Agent 74

Virtual Agent Chatbots Average Handle Time Engineering 74

The Northridge Group

JANUARY 26, 2023

Knowledge management systems can help insurance providers process member questions more rapidly, providing better and quicker responses and improving the member’s perception and value of the overall experience. To explore how your organization can benefit from Northridge’s Contact Center coaching and training program, contact us.

Healthcare 122

Healthcare Coaching Contact Center Management 122

COPC

JUNE 9, 2023

This holistic view guides your efforts for performance improvement, optimizing resource utilization and maximizing the value of your initiatives. Agent Scorecards Now, let’s explore agent scorecards crucial in coaching, development and staff engagement. Evaluate if supervisors selected the appropriate focus areas for coaching.

Management 52

Management Coaching Metrics Average Handle Time 52

Integrity Solutions

MARCH 18, 2021

As a sales manager, it’s pretty frustrating when you spend a significant amount of time and energy coaching and developing someone only to discover in the end that, well, it’s not you, it’s them. Behavioral Interviewing: Asking targeted questions that reveal experience, values , actions and results.

Sales 130

Sales Coaching Personalization Management 130

SharpenCX

JUNE 20, 2022

Our Open APIs already make connections a breeze, but we believe connections shouldn’t require development resources. When you have chatbots powered by a knowledgebase, only the difficult questions make it through to your agents. They now receive questions that require more critical thinking, more training, and more coaching.

Call Center 76

Call Center APIs Chatbots Self service 76

Toister Performance Solutions

NOVEMBER 17, 2022

Check your ability to set clear expectations by answering three questions: Are your expectations clearly defined? Step 2: Train and coach Helping employees perform their jobs well is one of your primary responsibilities as a manager. They also need the tools, equipment, resources, and best practices necessary to do good work.

Accountability 100

Accountability Customer Service Coaching Best practices 100