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 […]
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 […]
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 […]
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 […]
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 […]
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 […]