coaching 
Kustomer
SEPTEMBER 4, 2023
If managers can learn how to train well from the beginning and eventually shift to customer service coaching, then anxiously micromanaging employees can become a failed tactic of the past. The modern consumer landscape is ever-evolving, and agents need personalized coaching to adapt. What is Customer Service Coaching?
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?
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Stella Connect
JANUARY 4, 2022
Customer service coaching refers to the practice of ongoing communication between the agent and their manager to hone in on how to improve on specific skills, achieve specific goals, and develop their craft so they can handle even the most difficult customer interactions. Coaching Customer Service Agents for Individual Growth. “A
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.
Speaker: Kate Nasser, The People Skills Coach™
Contact center agents are people and people can grow on their own BUT great collaborative coaching truly guides agents to connect authentically to customers better and better each time. Great collaborative coaching awakens and guides an agent’s ability and choices with customers in a wide range of situations.
CloudCherry
JULY 5, 2019
I have been coaching high school lacrosse for 4 years now. I played the sport for 12 years and found that I love to coach just as much as I love to play. I value the relationships I build with my fellow coaches and my players. As coaches, we rely a lot on each other to help understand the needs of our players.
CSM Magazine
OCTOBER 18, 2023
Zenarate expands its AI Coach language capabilities to 79, the most in the industry, and adds new agent feedback reporting for AI simulation training. The company’s AI Coach platform now supports 79 languages, the most options in the industry.
Advertiser: ZoomInfo
Dig into our data-backed guide to learn: Proven methods for warming up cold calls Coaching points for responding to price pressure early and often Front-line examples of how to win the battle for customer retention
Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager at SupportLogic
Traditional methods of agent coaching lack the ability to automatically analyze the unstructured data inside support interactions to identify opportunities for improvement and reward strong performance. Attendees will walk away with insight on the following: Critical components for coaching programs.
Speaker: Dave Seaton CCXP, Founder & Principal at Seaton CX
But how do contact center leaders assess, manage, and coach agents to show empathy? Take away valuable exercises and job aids to coach agents and improve empathy skills in your contact center. How to coach agents to improve their Emotional Intelligence and empathy skills. Can empathy be taught?
Advertiser: ZoomInfo
You’ll get a deep dive on: Proven methods for warming up cold calls Coaching points for responding to price pressure early and often Front-line examples of how to win the battle for customer retention This guide is designed to help today’s B2B sales leaders ramp up their effectiveness in any economic environment.
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With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. Quality Assurance is a major challenge for contact centers today.
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Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. When was the last time you took a step back and really examined the quality management (QM) in your contact center?
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Using self-coaching tools to empower employees. In this article, you’ll learn a 7-point methodology for making CX. and more specifically VOC feedback, an embedded part of your company’s DNA. The primary focus of this eBook is how to create a customer-first culture. Download this e-book to learn about: Building a daily action framework for CX.
Speaker: Conference Speakers
Performance Management Best Practices That Bring Coaching & Appreciation Plus Tools for Continuous Improvement. The Role of IT, Intranets & the Digital Workplace in Employee Experience. Voice of the Employee and New Approaches for Mental Health, Balance, and Wellness. Learning Tech for Developing Employee Skills and Capabilities.
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