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Fear of Coaching

I love working with new coaches and helping them to become the best they can be. Most are very excited about coaching with agents and welcome the opportunity to apply their experience in a new role in the center. Many coaches are supervisors or leads who now coach regularly in addition to their other center duties. Some coaches have shared their fear of coaching with me during our sessions. Here are some of their greatest fears: 1. The reps will hate me Who doesn’t want to be loved? We all have a need to feel that people love to work with [...]

By |October 17th, 2017|

Why the Contact Center Community is Achieving Unprecedented Levels of Success with Intradiem

By |July 20th, 2017|Categories: Intraday Automation|Tags: , , , , , , |

Advanced intraday automation has reached critical mass and is quickly becoming a ‘must have’ platform for enterprise contact centers focused on improving customer experience and agent performance while reducing cost. Want proof? The value that [...]

Call Center Cost Reduction: Automation Outranks Alternatives

By |September 29th, 2017|Categories: Best Practices / Metrics, Innovation, Intraday Automation, Workforce Infrastructure|Tags: , , , , , , , , , , , |

Balancing the need to keep costs low and keeping customers happy is tough. But, Workforce Management (WFM) and contact center operations typically turn to one of four options to meet these objectives. These include digital [...]

Following Call Center Procedures (Including This Bad One)

By |September 20th, 2017|Categories: Best Practices / Metrics, Customer Experience|Tags: , , , , |

Let’s face it…most agents want to be great agents. They want to keep their customers happy and that’s what we managers want too. Unfortunately some companies find ways to create negatives and obstacles that make [...]

Banking on Loyalty

By |September 14th, 2017|Categories: Best Practices / Metrics, Training / Coaching, Workforce Infrastructure|Tags: , , , , |

Welcome Financial Institution Pros! Today’s post is especially for you. In the midst of increasing usage of mobile banking and online transactions, it’s hard to believe that we still have customers who love to call [...]

Are You Showing Sincere Agent Appreciation?

By |August 31st, 2017|Categories: Agent Engagement, Best Practices / Metrics, Workforce Infrastructure|Tags: , , , , , |

We train our agents to thank our customers and show appreciation for their business.  We coach to ensure that they make the customer feel important and valued, and sound sincere when they do this.  A [...]

A Rose By Any Other Name… Agent Word Choices

By |July 13th, 2017|Categories: Agent Engagement, Best Practices / Metrics, Customer Experience, Training / Coaching|Tags: , , , , , |

When coaching with our agents, we have many important skills to focus on such as listening, use of empathy, following correct procedures and engaging with our customers. One skill that can be overlooked is word [...]

An Idle Millennial = An Unhappy Millennial

By |July 13th, 2017|Categories: Agent Engagement, Intraday Automation|Tags: , , , , , , , , , |

Remember when ‘chat’ meant talking face to face? Baby Boomers and Gen X’ers likely remember those days, which included eye contact and facial cues. But now the Millennials are ‘large and in charge.’ 'Chat’ is [...]

AccorHotels Global Reservation Centre Takes Home Workforce Management Practices Award for use of Intradiem to Improve their Business!

By |June 22nd, 2017|Categories: Agent Engagement, Best Practices / Metrics, Innovation, Intraday Automation, Workforce Infrastructure|Tags: , , , , , , , , |

Congratulations to AccorHotels Global Reservation Centre and their Workforce Planning Team. They received the New Brunswick Contact Center Association (ContactNB) Workforce Management Practices Award for their use of Intradiem to deliver business improvements across both [...]