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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.

The Good, The Bad and The Ugly Leadership Fails

In honor of April Fool’s Day, I thought I’d share some of the most foolish things I’ve seen center leaders do. I’ll also share the wonderful things since there are many who have what it takes. EATING + COACHING = UNPROFESSIONAL: As I joined the supervisor for coaching, she told me the rep would be [...]

The CFO’s Role In Customer Experience and Coaching

One of the areas of business operations that is often neglected when it comes to soft skills coaching, is our finance team. The employees handling collections inside a company may receive coaching but from my observations, others dealing with vendor payments and internal customer calls and emails rarely have the individual coaching needed to reach [...]

Waterfall Coaching For Agent Engagement

One of the greatest opportunities for agent engagement — and yet from my observations, the least implemented — is the consistent involvement of top leadership in hands-on coaching activities and quality monitoring. Many C-suite and higher-level managers feel that coaching is an activity for the frontline leaders. Or they may do a lot of feedback “telling” in team meetings with [...]

By |January 12th, 2016|Agent Engagement, Innovation, Training / Coaching|

Passing the Customer Journey Ball

Open communication between our marketing, sales and service teams is crucial for creating the best customer experiences. Our marketing teams weave dreams showing total customer bliss. The advertising gurus design fabulous brochures, website animations, and send direct mailings to interested prospects.  Social media shines! When prospects see these ads and posts, they can’t wait to [...]

Coaching Challenges: Apple and Oranges

One of our coaching challenges is to find ways to balance the coaching of skills, that impact processes and solutions, with the soft-skills coaching needed for our agents to provide the empathy and personal touch that our customers want to receive. Sometimes we may feel like these skills are at opposite ends of the spectrum [...]

By |November 10th, 2015|Training / Coaching|

Why So Many Contact Center New Hires Fail

It’s a given that we spend a great deal of time and money recruiting and training agents for our centers. Sometimes we hire someone who looks great on paper and knows how to present themselves well in interviews, but they don’t make it past the training program. Even those who seemed so eager to work [...]

By |October 6th, 2015|Corporate Culture, Training / Coaching|

Too Many Process Cooks Spoil Customer Experience and Agent Support

Unfortunately, the story shared here is based on a real company event. Names have been changed to protect the innocent, but too bad the company name can’t be shared so they can be shamed for their part in poor customer experience and agent support. An agent recently told me about a customer service situation that demonstrates [...]

By |September 8th, 2015|Corporate Culture, Customer Experience, Training / Coaching|

All Work, No Play Means a Disengaged Contact Center

We all want to create the best customer experience. Unfortunately, sometimes in our zeal to drive success we end up taking the fun out of our centers. We become the “happiness vampires,” sucking all of the fun from our teams. Taken from my personal experiences, here are some top cautions as well as opportunities for center leaders [...]

By |August 11th, 2015|Corporate Culture|

Are You Selling Your Customer Service Team?

Global studies tell us that 78% of customers have not made an intended purchase due to a bad customer service experience. Other surveys say we have a 60-70% probability of selling to an existing customer versus less than 20% probability of selling to a new prospect. And another survey reported that only 1% of business-to-business [...]

By |July 14th, 2015|Training / Coaching, Workforce Infrastructure|

Home-Based Heroes Need Agent Coaching Love, Too!

It’s hard enough to coach with agents in your center who sit close by, but it can be even more challenging coaching with those farther away. Many home agents are part of skills monitoring and coaching programs that are timely and motivating.  Some aren’t that fortunate and may find themselves wondering if they still have [...]

By |June 9th, 2015|Training / Coaching|