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7 Ways to Coach by Example

Coaching is so much more than sitting in a room and discussing skills with our agents. If a manager looks at coaching as a boring checklist item to be completed weekly or monthly, the agent will approach it the same way. Your view of coaching affects you, your customers and each member of your team. A good coach has to live by the skills and behaviors they are teaching their team members. Our agents are observing us as we interact with both internal and external customers. If we are “telling” them what to say and do and aren’t demonstrating these [...]

By |December 1st, 2016|

3 Challenges to Improve CX from the Inside Out

By |November 17th, 2016|Categories: Best Practices / Metrics, Customer Experience, Workforce Infrastructure|Tags: , , , , |

There are ways to change the experience for your customers and employees alike for the better. There are even plenty of ways you can improve things today. Yet when we are working day after day [...]

Don’t Forget to Map the Employee Journey

By |November 2nd, 2016|Categories: Agent Engagement, Best Practices / Metrics, Workforce Infrastructure|Tags: , , , , |

Last month I led a journey mapping workshop at the ICMI conference. It was a ton of fun, as we mapped out how Amanda chooses her new health insurance plan. We looked at how and [...]

Workforce Management Moves to the Forefront

By |October 31st, 2016|Categories: Innovation, Intraday Automation, Workforce Infrastructure|Tags: , , , , , , |

I had the pleasure of attending a Forefront event in Dallas this fall. Forefront is a growing community of contact center Workforce Management and Operations leaders shaping the future of their profession to address the [...]

Are Your Processes “Customer Driven” or Driving Customers Away?

By |October 27th, 2016|Categories: Best Practices / Metrics, Customer Experience, Training / Coaching|Tags: , , , , , |

Even when our agents are coached and trained to provide the best customer experience, those best efforts can be in vain if our processes aren’t making our customers happy. It may make perfect sense as [...]

Help Your B2B Clients, Help Yourself

By |October 25th, 2016|Categories: Best Practices / Metrics, Customer Experience, Workforce Infrastructure|Tags: , , , , |

As a B2B company, you have a great opportunity to see the big picture that is hidden from your clients. By serving multiple clients, you can see something they can't - and that they most [...]

5 Ways to Get Better Customer Feedback

By |October 20th, 2016|Categories: Best Practices / Metrics, Customer Experience|Tags: , , , , |

It may be common knowledge now that hearing from customers about what they really want and need from your organization is a key component to a successful customer experience. And while sending a survey once a quarter [...]

5 Ways to Create a Seamless Omnichannel Experience with Intraday Automation

By |October 13th, 2016|Categories: Best Practices / Metrics, Innovation, Intraday Automation, Training / Coaching, Workforce Infrastructure|Tags: , , , , , , , |

The evolution of technology has transformed the way consumers interact with brands. According to the Retailing 2020 report, the demand for an omnichannel customer experience will be amplified by the need for nearly perfect execution [...]

Proactive New Hire Training and Coaching = Engaged Agents

By |September 29th, 2016|Categories: Agent Engagement, Training / Coaching, Workforce Infrastructure|Tags: , , , |

We know that coaching offers many benefits for our experienced agents so we design coaching programs for on-going employee development success. However, we may not have equally effective plans in place for introducing and rolling [...]