Integrity Solutions

FEBRUARY 1, 2024

Is it something needed or that people even want to do? Just leave it to the algorithms, the AI and other online and self-serve tools. In fact, talented, professional salespeople have never been more necessary. This is one of the reasons Mike Esterday and I were motivated to write our new book, Listen to Sell. There is a catch.

Sales 106

Sales Self Service Training Connections 106

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. 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. So often, we listen to respond.

Sales 86

Sales Consulting e-support Leadership 86

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. Lately, though, it’s as if those pressures have been magnified times ten. Many begin to question whether this even a profession they still want to be in.

Sales 64

Sales Training Financial Travel 64

Playvox

MARCH 5, 2024

This definitely applies to customer needs and preferences, and contact centers are constantly striving to stay one step ahead of evolving customer requirements. A desire for instant-access self-service options is shifting how customers want to engage.

Self Service 78

Self Service Management Contact Center Effort Score 78

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.

Sales 107

Sales Culture Management Sports 107

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. Are Disengaged Employees Really A Concern?

Employee Engagement 79

Employee Engagement Banking Culture Engagement 79

CSM Magazine

APRIL 20, 2023

Zenarate, the leading Simulation Training solution, today announced that Startek, a global customer experience (CX) solutions provider, is using its AI Coach to provide immersive training to its contact center teams. Zenarate AI Coach is the “flight simulator” for customer and prospect engagement.

Training 59

Training Telecommunications Contact Center e-support 59

SurveySparrow

JUNE 17, 2023

” But in the world of coaching, whether in business, sports, or life, you’re only as good as your ability to improve. This improvement relies heavily on feedback, and therein lies the importance of developing the perfect coaching effectiveness survey questions. In this blog, we’ll see: What is Coaching Feedback?

Survey 52

Survey How To Sports Feedback 52

Myra Golden

FEBRUARY 18, 2021

I took the questions customers would ask at the end of the call and coached agents to proactively answer THOSE questions before customers had a chance to ask. I took the questions customers would ask at the end of the call and coached agents to proactively answer THOSE questions before customers had a chance to ask. Was This Helpful?

Customer Experience Design 105

Customer Experience Design Customers Customer Experience 105

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. This month, we will talk about what we should be doing instead, uncovering the key drivers of CSAT.

Customer Satisfaction 92

Customer Satisfaction Metrics Average Handle Time Contact Center 92

Integrity Solutions

APRIL 20, 2023

In fact, in every Integrity Coaching workshop I facilitate, I’ll ask coaches, managers and leaders this simple question: Elisa Matthews “Have you ever asked someone to try something new, clearly articulated a goal or provided training in a particular skill, and yet the person just doesn’t do it ?

Sales 71

Sales Training Culture Engagement 71

Integrity Solutions

FEBRUARY 27, 2023

Great sales managers are required to become great coaches. In many sales organizations, managers who rise up through the ranks view themselves as “super reps”—but they would do better to become super coaches instead. At the companies that do this best, managers can spend close to 60% of their time on coaching.

Sales 62

Sales Management Culture Leadership 62

Integrity Solutions

MAY 1, 2023

This simple truth goes a long way toward explaining why it takes more than just intellect and know-how to be a high-performing salesperson. Just as emotions can affect a salesperson’s behavior, they also affect a customer’s buying behaviors. The good news is that, while your IQ is fixed, your EQ can be developed.

Customer relationships 87

Customer relationships Sales Training Customers 87

Integrity Solutions

JUNE 13, 2023

After all, employee engagement is rooted in emotional factors, and managers, their coaching effectiveness and the coaching culture they create can make or break those emotional ties. It would follow, then, that increasing employee coaching effectiveness is one of the major tools in the toolbox to help solve these problems.

Employee Engagement 52

Employee Engagement Culture Engagement Examples 52

Playvox

NOVEMBER 16, 2021

But with Playvox’s automated scorecards, evaluation, and coaching templates, as well as its workload management tools, contact center leaders have confidence that agents are participating in regular evaluations and receiving timely feedback to ensure they’re delivering the desired customer experience – even when remote.

Management 78

Management Contact Center Gamification Retail 78

CSM Magazine

FEBRUARY 1, 2022

Calabrio, the customer experience intelligence company, today announced its new coaching solution for agent performance management, Calabrio Performance Coaching. Identifying individual or team skill gaps allows leaders to better offer coaching and support to agents that need it.

Gamification 52

Gamification Customer Service Omni-Channel Training 52

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

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

Playvox

NOVEMBER 15, 2022

Coach And Develop Your Customer Service And Support Team. In any support center, team leaders and supervisors have an essential role to play: coaching and developing agents so that they can become even more efficient and effective. Research by Nucleus found that workforce management solutions pay back an average of $12.24

ROI 86

ROI Software Management Contact Center 86

SaleMove

JANUARY 20, 2021

In our previous blog in The Times They Are a-Changing: Talent in the Contact Center Series , we discussed how virtual agents, or bots, are transforming the contact center workplace, pushing live human agents to become strategic troubleshooting experts and managers to become agent coaches. But what about the bots?

Virtual Agent 98

Virtual Agent Contact Center Management How To 98

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. This same concept applies to personal branding as well. You bet it does.

Sales 126

Sales B2B Self Service Training 126

Integrity Solutions

NOVEMBER 29, 2022

While investing in sales training can produce a range of benefits, all of us in sales know it all boils down to the bottom line. Here are the sales training metrics you should be using to measure your success. There are a number of factors contributing to this dismal return rate. And that can jeopardize future budgets.

Training 87

Training Metrics Sales ROI 87

Team Support

APRIL 13, 2020

That’s what Mike Caracalas , leadership coach, executive consultant, and author of Ten Strategies to Get Better Results with People advises. TeamSupport: Thinking back to pre-pandemic, how would you coach individuals about leading support people effectively while meeting the demands of the organization? He’s right. Manage Things.”

Leadership 95

Leadership Groups Consulting Interaction 95

Beyond Philosophy

AUGUST 24, 2023

For example, I waited from 5:15 am until noon in a crowd of 100 people deep for the King’s coach to go by during King Charles III’s coronation. For example, I waited from 5:15 am until noon in a crowd of 100 people deep for the King’s coach to go by during King Charles III’s coronation. Was it comfortable?

Self Service 78

Self Service Conference Wait Times Banking 78

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. Are your customers truly at the center of your business universe?

Customer Centricity 127

Customer Centricity Strategy Culture Customers 127

CSM Magazine

MARCH 19, 2024

With a prize of £2000, any woman working within a relevant industry is eligible to apply and nominations can be made by either the nominee themselves or on their behalf with prior approval. Job management software provider BigChange used International Women’s Day as a springboard to unveil a series of new awards.

Customer Relationship Management 52

Customer Relationship Management CRM Innovation System 52

Helen Dewdney

SEPTEMBER 27, 2022

For example, you can apply for a Senior Railcard up to 14 days before your 60 th birthday. If you prefer coach travel you can also get a Senior Coachcard from National Express. Apply for a free bus pass. In England you can apply when you reach the State Pension age. It is usually applied between October and April.

Travel 87

Travel Government Loyalty Consumers 87

Team Support

NOVEMBER 11, 2020

Delivering quality service outcomes helps customers to successfully adopt and apply products. “ To retain the customers you have, you must help them achieve the outcomes they need.”. Part 1 of this blog series highlights excerpts from the key concepts for using services to retain and grow recurring revenue. Sell More Efficiently.

Policies 98

Policies Guidelines Sales Groups 98

Integrity Solutions

AUGUST 10, 2020

This allows for a more conversational approach, with open-ended questions that give participants the opportunity to share how the concepts can be applied. And with each session, they build up more trust and want to engage with each other around what they’re learning and experiencing as they apply new skills.

Training 105

Training Leadership Groups Sales 105

Playvox

SEPTEMBER 20, 2023

By applying them to this type of work, you can give time and energy back to your managers and agents to spend on activities that directly improve customer experience. By applying them to this type of work, you can give time and energy back to your managers and agents to spend on activities that directly improve customer experience.

Contact Center 52

Contact Center Gamification Competitive Advantage Interaction 52

delighted

DECEMBER 8, 2021

SupporTrends applies natural language processing to all customer conversations – whether they’re in a help desk, 3rd-party review site, Zoom meeting, or you guessed it, Delighted survey feedback. MaestroQA: Enrich agent coaching with real-time customer feedback. Head here to check out SupporTrends.

Feedback 73

Feedback Survey Omni-Channel Touchpoint 73

One Millimeter Mindset

DECEMBER 15, 2021

How will you adopt, adapt, and apply these best-of solutions into those you create for your own clients? How will you adopt, adapt, and apply these best-of solutions into those you create for your own clients? Creating your 2022 playbook of what it takes to design, align, and implement solutions clients really want? Are you in or out?

Innovation 90

Innovation B2C Course Leadership 90

BirdEye

APRIL 19, 2023

You’ve worked for years for a big company, but it’s just not the career you want. It’d be great to work for yourself, but how do you go about finding a small business idea that actually works? We’re here to help. We’ve put together a list of 45 of the best small business ideas to give you a headstart on where to pursue your self-started career.

Social Media 97

Social Media Consulting Ecommerce Financial 97

Integrity Solutions

JANUARY 6, 2021

While the same selling fundamentals apply, there are some very specific and important differences. Coach for Sales Success. With the stresses of the pandemic, uncertainty in the business environment, and pressures of working from home and juggling personal and professional lives, we’re all looking forward to a fresh start in 2021.

Sales 79

Sales Culture Training Loyalty 79

CX Centric

FEBRUARY 1, 2024

The survival of any organization, particularly a profit-oriented organization depends to a large extent on how well it can adapt to environmental changes, respond to change, and operate more effectively. All these tasks require the organization to learn continuously. Show employees that it is important and valued by becoming a role model.

Culture 52

Culture Resources Customer Centricity Innovation 52

Stella Connect

JANUARY 20, 2022

Looking for ideas for how to create the best customer service training program for your contact center? After all, according to our Customer Service Trends for 2022 report: Nearly all (95%) of customers say customer service impacts their purchasing decisions. More than half (53%) say they have switched brands due to a poor customer experience.

Customer Service Training 78

Customer Service Training Contact Center Training Customer Service 78

One Millimeter Mindset

SEPTEMBER 22, 2021

Even if you are a solopreneur or a small business, the quality of outcomes created is impacted by the quality of people applied to the problem. Change Agent | Collaboration Catalyst | Complex Problem Solver | Professional Innovation | Cross Functional Leadership | Speaker, Consultant, Coach, Author |. Delivered virtually or in-person.

Management 77

Management Innovation Resources Conference 77

Integrity Solutions

JANUARY 18, 2021

If you’re a sales leader, make a plan to devote some of your coaching time to discussing with your salespeople the lessons of 2020 and how they will apply those to grow their book of business and reach their goals in 2021. There’s no putting it off anymore. In fact, your success in 2021 depends on it. New Sales Pipeline Strategy.

Sales 126

Sales Social Media Course B2B 126