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Melissa Kovacevic

About Melissa Kovacevic

Since 1983, Melissa has partnered with Contact Centers and Retail Teams to help them develop strategies, operational processes and skills to successfully blend People, Process and Technology for Customer Experience success. Her results-based “Coach the Coach” program for service and sales team front line leaders focuses on real world “on the job” coaching with participants. Melissa has written hundreds of articles on industry best practices for contact center, tech support and other publications worldwide.

Following Call Center Procedures (Including This Bad One)

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 it impossible for an agent to be successful in creating the best experience for their customers. One story I heard [...]

By |September 20th, 2017|Best Practices / Metrics, Customer Experience, Featured|

Banking on Loyalty

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 our representatives in our centers and branches. Some of our customers just feel better speaking to a representative when they [...]

Are You Showing Sincere Agent Appreciation?

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 poorly given thanks is no better than saying nothing and the customer can hear the insincerity in our word choices, [...]

A Rose By Any Other Name… Agent Word Choices

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 choice, in other words the words and phrases that an agent uses either in writing or when speaking with customers. [...]

More Coaching Misses and How to Fix Them (Part 2)

Welcome to the follow-up to “Coaching Misses and Fixes.” Last time we looked at some of the coaching improvement opportunities. Here are some more ideas for your consideration: Avoid talking about other agents and their skill problems Your agents don’t really care how coworker “Mary” struggles with the same skill issue or that coworker “Joe” [...]

Coaching Misses and How to Fix Them (Part 1)

One of the most important jobs we have as leaders is to make sure we are coaching successfully with our team members. Unfortunately coaching is sometimes done based solely on process goals rather than looking at the “moments of truth” that we create for our agents during the process. So many things we do and [...]

Solving the Mystery of the Missing Empathy

Chapter One:  Detective Holmes had solved many cases and now she had been brought in to a call center to solve one of the most challenging cases she had ever had. "Empathy” was missing and no one knew why or where Empathy had gone!! This may not be a best selling mystery book opening, but [...]

Spring Cleaning Time for Our Centers

Welcome to Spring! It’s time to clean the clutter and broken pieces out of our center house and bring in some new ideas. In order to do this we need to avoid getting stuck in the “we’ve always done it this way” mentality. Even large centers that pride themselves on innovation and efficiency often find [...]

Are You a Manager with Heart?

During February we celebrate Valentine’s Day, a holiday focused on making people feel special by telling them and showing them how much we appreciate and love them. Making people feel special should be more than one day on the calendar and this is especially true for managers. Sometimes we get caught up in the process [...]

We Know If They’ve Been Good or Bad With Customers – But What Are We Doing To Inspire Change?

Sometimes coaches become a little like Santa Claus. Keeping the list. Checking it twice. Knowing who has been “naughty or nice” with the customers. Checking the coaching off as “done” and waiting for the next coaching time. But, unlike Santa, our coaches need to find ways to not only document skills on a list but [...]