Why Agent Coaching is the Key to Customer Loyalty

Michael Jordan had Phil Jackson. Walter Payton had Mike Ditka. Look at any great athlete, and you often see a great coach. But it’s not just athletes.

Former CEO Brad Anderson used multiple coaches as he drove Best Buy to new heights. According to a 2013 study by the Center for Leadership Development and Research at Stanford Graduate School for Business, over half of corporate senior executives are receiving some form of coaching. Yet, it’s all too rare for the people who directly impact your customer loyalty – your contact center agents.

Now, of course managers “coach” their teams on how to improve. But […]

Why The “Old” Way of Workforce Management Isn’t Good Enough

Having been in this business over 40 years and in over 1,000 call centers in five continents, I’ve seen some major changes in workforce management.

For example, back in the early days, we didn’t have ACDs […]

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Is This the Answer to the Employee Engagement Crisis?

I recently came across a TED Talk by Yves Morieux of Boston Consulting Group (BCG) and wondered if within it lies not only the answer to employee disengagement but perhaps the solution to helping companies […]

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Finding (and Using) Insights from Customer Service Big Data

Knowing your customers is important for providing the best possible service, but how companies use customer data is more essential than ever for creating an experience with lastly positive impressions. Analytics drive a company’s ability […]

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Old School Empathy is Still “In” for Agent / Customer Interactions

Our customers judge us on many moments of truth: timeliness, follow-up, accuracy, solving their problems and of course how we engage with them and make them feel valued.

Empathy is a key soft skill for anyone […]

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What Are the “Right” Contact Center Metrics?

In the contact center, metrics drive everything.

Measurements drive behavior and you can’t manage what you don’t measure. But in most cases, management focuses on quantifiable metrics that may or may not actually drive agent behavior.

In […]

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Employee Engagement Leads to Working Harder and Caring More

Aristotle said, “Pleasure in the job puts perfection in the work.”

This could have been the beginning of what we now call employee engagement. That was a long time ago – over 2,300 years ago!

So, let’s […]

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Remember, Call Center Agents = Your Brand.

How’s your brand today?

Defining your brand used to be so much easier. In the good old days (for me, the good old days were the 80s), your brand was whatever your advertising said it was. […]

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Employee Engagement Drives Business Growth

Fact: The employee experience drives the customer experience. I know I’m stating the obvious – but, shockingly, to many, it is not that obvious. So many companies still fail to recognize that important connection, to […]

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