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 Consulting E-support Leadership 86

West Monroe

APRIL 17, 2024

Some key questions to address: What skills do we need in the organization today, a year from now, and three years from now? The most successful organizations have made this shift in mindset—driven by the business, not just the learning and development, human resources, or talent management functions. Where are the biggest gaps?

Leadership 59

Leadership Culture Competitive Advantage 2024 59

One Millimeter Mindset

SEPTEMBER 22, 2021

Next, are you their top-of-mind, go-to resource to find a solution? As a solopreneur or small business, perhaps your greatest strength is your problem solving ability: asking the right questions, the right way, so people solve the right problems in the first place. Searching for a coaching catalyst to get you unstuck professionally?

Management 77

Management Innovation Leadership Consulting 77

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.

Contact Center 78

Contact Center Call Center Feedback Engagement 78

One Millimeter Mindset

OCTOBER 20, 2021

Then, can you expand your network of internal resources to fill in gaps in information? Creating a more hybridized team mindset results in a more professionally diverse network of team resources. So everyone starts asking the right questions, the right way, to define and solve the right problems. One millimeter at a time.

Innovation 94

Innovation Leadership Consulting Events 94

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.

Sales 94

Sales Management Leadership Blog 94

ShepHyken

JULY 12, 2021

Each week I read many customer service and customer experience articles from various resources. My Comment: Customer service is changing as digital and self-service options to get questions answered and problems resolved to become more popular. 3 Projects to Help You Deliver Good Customer Service Daily (+ Resources) by Laura Krajewski.

Article 127

Article 2021 Customer Service Retail 127

Team Support

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.

Social Media 97

Social Media Metrics Customer Satisfaction Culture 97

Integrity Solutions

MARCH 3, 2020

The most persistent contact center challenges can be overcome by making coaching a part of the culture and developing your agents’ listening and problem-solving skills. And if the managers aren’t able to keep on top of things like onboarding, coaching and turnover, agent performance will continue to lag behind.

Contact Center 62

Contact Center 2018 2019 Events 62

SurveySensum

MARCH 5, 2024

Are there any specific areas where you’d like more guidance or coaching from your manager? During the session, team members express their concerns about the complexity of certain tasks and the need for additional resources. Inspire dialogue by encouraging questions and genuine curiosity.

Culture 52

Culture Feedback Employee Experience Demo 52

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.,

Customer Satisfaction 92

Customer Satisfaction Metrics Average Handle Time Contact Center 92

One Millimeter Mindset

JANUARY 5, 2022

Next, devote both established and newly-identified resources to delivering enduring client-focused outcomes by leveraging a less is more daily professional strategy. Change Agent | Collaboration Catalyst | Complex Problem Solver | Professional Innovation | Cross Functional Leadership | Speaker, Consultant, Coach, Author |.

Workshop 85

Workshop Innovation 2022 Leadership 85

TechSee

SEPTEMBER 7, 2021

The agent or technician can see the product in question via the customer’s smart device, and provide the customer with live help to see if their issue can be fixed and prevent the return. Traditionally, companies have onboarded and trained new agents and technicians using one-on-one coaching or classroom-style role-playing.

Sales 191

Sales Consumers Technology Contact Center 191

Lithium

NOVEMBER 1, 2022

New Coaching Video: Guide to structured labels Structured labels bring more context and hierarchy to the labels you use to categorize items in Khoros and make adding labels to content faster, easier, and more accurate for users. Gain real-time one question feedback from your customers and save time and time from larger surveys.

2022 52

2022 Roadmap ROI Social Media 52

Integrity Solutions

MAY 1, 2023

They become valuable, trusted resources to their clients because they can help synthesize these different priorities and interests, mediate disagreements and walk the client through effective solutions that address their specific needs. Training should set the stage for further and ongoing coaching in these areas with the sales manager.

Customer Relationships 87

Customer Relationships Sales Customers Loyalty 87

Integrity Solutions

JUNE 23, 2022

At a company-wide level, it’s critical to have a plan in place now for making decisions, managing risk and leveraging resources — and your customers can inform your strategy in all of three of these areas. Find out through questioning what their needs are and the real “why” behind cancelling.

Sales 75

Sales Consulting Contact Center Customer Service 75

One Millimeter Mindset

MAY 25, 2021

How can I rely on this undependable, inconsistent computer to power my speaking and coaching business? My choices catalyzed me to think differently about models, mindset, and applications for my speaking and coaching services. Asking the right questions the right way allowed me to identify new professional resources.

Events 66

Events Innovation Books 2021 66

Beyond Philosophy

DECEMBER 20, 2019

Yogi Berra, the New York Yankees Coach once said, “Predictions are hard, especially about the future.” It is reasonable to expect for the time, energy, and resources to show a return on investment, whether in customer loyalty, customer retention, or even just cold hard cash. What is Important in 2020? So, will we?

2020 127

2020 2002 Return on Investment Loyalty 127

One Millimeter Mindset

MAY 7, 2020

As I coach clients and companies through being prepared for “what’s next?” Or, are any of you asking yourselves the same questions? Are you a trusted go-to resource for clients? Each week feels different, has its own theme, doesn’t it? they share how they have reached the “go / no-go” decision. You are not alone.

Workshop 86

Workshop Leadership Communication Connections 86

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 Metrics Average Handle Time 2022 52

Integrity Solutions

NOVEMBER 13, 2020

While most healthcare sales leaders already know how to manage and balance the two, the distinction here is that they have to be able to coach their teams to do the same. They’ll be able to talk more substantively with HCPs and ask better questions to take a more value-driven approach to the relationship.

Healthcare 112

Healthcare Sales Magazine Social Media 112

TechSee

SEPTEMBER 29, 2020

It uses data-based projections, brainstorming, and common sense to preempt customers’ next questions by thinking laterally and anticipating future problems the customer is likely to experience. Make sure all your contact center agents have sufficient knowledge, training and resources to adequately address customers’ needs.

Call Center 196

Call Center Contact Center Average Handle Time Measurement 196

One Millimeter Mindset

MARCH 4, 2021

When you target working with the best so you can become your best, you always have one question that is top-of-mind. Importantly, your first one millimeter step forward starts by making the decision to ask that one “best of the best” question. Does targeting working with the best, and asking that question, intimidate you?

Leadership 78

Leadership Consulting Presentation Innovation 78

Talkdesk

MAY 11, 2020

How should contact center leaders talk about performance and coach teams? Here are engaging questions to ask agents and teams: How are you tracking toward the goals we set together? Use data to validate why agents should adopt new behaviors through micro-coaching sessions to improve every customer interaction. and deeply listen.

Contact Center 88

Contact Center E Commerce E-support Call Center 88

CSM Magazine

MAY 17, 2021

Why invest in coaching agents? CSAT (customer satisfaction) and CLV (customer lifetime value) are important metrics for contact centers, and directly correlate to investment in agent coaching. Coaching agents to perform better therefore has a knock-on effect to reducing customer effort, and that improves their overall experience.

Customer Experience 59

Customer Experience Contact Center Average Handle Time Metrics 59

Stella Connect

NOVEMBER 16, 2021

She is an internationally recognized customer experience thought leader, coach, keynote speaker, and author of Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business). She is also an official member of the Forbes Coaches Council. Back to the challenges.

2021 100

2021 Definition Culture Employee Experience 100

Experience Investigators by 360Connext

APRIL 23, 2024

But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it. We typically assist our clients in team development through ongoing coaching, hands-on workshops, and specific training. CX leaders need to present strong business cases for every step of their journey.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

Integrity Solutions

NOVEMBER 23, 2020

Some of the common issues we hear involve: Providing consistency across channels Overcoming employee complacency Finding new ways to connect with customers and accelerate service delivery Time and cross-training Consistent, effective coaching on customer-centricity. Understanding the Importance of Customer Centricity.

Customer Centricity 127

Customer Centricity Culture Customers Connections 127

Magellan Solutions

SEPTEMBER 18, 2023

Yet while effective for immediate revenue generation, telesales demands significant time and resources. Engage in regular training and coaching sessions to refine techniques and learn from successful calls. Both methods present challenges, including time and resource investments. Positive post-sale interactions enhance loyalty.

Sales 98

Sales Call Center Communication 2019 98

TechSee

APRIL 24, 2023

At TechSee, our customer onboarding program includes robust training for trainers and at times, the initial rollout teams, as well as follow-up coaching to training and adoption leaders in order to ensure optimal impact. Foster a Culture of Continuous Learning Today’s agents are being asked to carry more than ever before.

Average Handle Time 109

Average Handle Time Culture Customer Satisfaction Technology 109

ChurnZero

NOVEMBER 9, 2021

Use historical data to personalize surveys, so your customers are only answering questions that are directly relevant to their experience. When building your surveys and feedback forms, it feels easy to just stick to multiple choice and short answer questions. Show them you care about their experience. Customer Success Around the Web.

Customer Experience 97

Customer Experience Customer Retention Customer Success Customers 97

ChurnZero

APRIL 26, 2019

Read on to discover how thinking like a Human Resources Manager, introducing your product early, and leveraging a coaching or shadowing program can turbocharge your onboarding experience. . Tip 1: Think Like a Human Resources Manager. Tip 3: Consider a Shadowing or a Coaching Program.

Demo 58

Demo Metrics Customer Success Measurement 58

One Millimeter Mindset

MAY 12, 2020

Because colleagues and clients ask themselves that same question as they move forward towards What’s Next. Do colleagues and clients prioritize you as their trusted go-to resource? Are you at the top of your colleagues’ and clients’ list of go-to, trusted resources? Just how essential are You (really) to colleagues and clients?

Workshop 82

Workshop Innovation Communication Sales 82

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.

E Commerce 90

E Commerce 2018 Article Customer Service 90

Customer Bliss

APRIL 11, 2017

The Pay It Forward Question. Take advantage of the coaching: One big difference between CX now and 10 years ago is that there are so many coaches (like me) and resources out there. The environment needs to be created for everyone to be successful relative to their goals.

NPS 163

NPS Net Promoter Score 2003 2007 163

Playvox

APRIL 25, 2023

Robust knowledge library and online resources : Provide ongoing, supplemental support to agents to aid retention and reinforce learning. Instructor-led virtual classroom: Provides a sense of camaraderie when agents train together and allows for discussion and questions along the way.

Contact Center 79

Contact Center Measurement Feedback 2022 79

Integrity Solutions

JULY 28, 2022

While contact center managers are understandably enthusiastic about the speed, convenience and reduction in human resource costs associated with self-service chatbots and machine learning, these tools and technologies have their limits. Contact centers need to invest in the development of leaders to create coaching cultures.

Contact Center 52

Contact Center Metrics Customer Satisfaction Call Center 52