Contact Center Behavior-Based Coaching for Exceptional Service

Presented by

Vickie Schutze

About this talk

In today's highly competitive business landscape, delivering exceptional customer service is paramount to success. The key to achieving this lies in mastering customer connections, and contact centers play a crucial role in this endeavor. While metrics provide important quantitative data, they often fail to capture the nuances of customer experiences and the behaviors that drive customer satisfaction. This is where behavior-based coaching steps in as a game-changer. By shifting the focus from metrics to behaviors, contact center leaders can identify the specific skills, attitudes, and techniques that contribute to exceptional customer interactions. Join The Northridge Group’s Director of Customer Experience, Vickie Schutze, and Sr. Director of Healthcare for the June CCNG Town Hall to learn more about how using behavior-based coaching in the contact center can elevate service quality and drive customer satisfaction to new heights.
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CCNG receives ongoing feedback from our management members in contact center and customer care about the relative hot issues they are most interested in discussing with peers. We bring these Hot Topics to you with regular webcast content provided by our members and partners. Managing your contact center operations to achieve exceptional customer care in your organization requires access to information about the technology, processes, human capital management, and peer knowledge & experiences. CCNG members share their experience and best practices in how they manage customer care in their enterprise contact center operations to improve the overall customer experience. This channel features webcast presentations by thought leaders and award-winning operations who cover the key topic areas in this increasingly changing and dynamic field.