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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.

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|

Complete Agent Disengagement in One Email

I recently saw an email that was a good reminder to all of us that the words we choose to write can convey a very different meaning from what we intended to say, especially when the actions before and after the email aren't mirroring what we wrote. The email I’m referring to was written by [...]

By |May 11th, 2015|Corporate Culture, Training / Coaching|

Don’t Let Self-Service Channels Become “No Service”

During the focus groups I've facilitated for clients, one of the common questions that customers ask is, “Why doesn't (company) want to me to talk to their representatives?” Further probing and discussion uncovers reasons why they are frustrated with the self-service options offered by many companies and why they feel “pushed” to a channel they [...]

Contact Center Coaching Needs “The Right Stuff”

Coaches "with the right stuff" help to ensure that our centers provide consistently excellent customer experiences. Few new coaches are equipped with all the skills needed to be successful. It’s up to us to hire well and to provide them with the skills and tools for the job. Because if our coaches fail, our contact [...]

By |March 10th, 2015|Training / Coaching, Workforce Infrastructure|

Old-School Empathy is Still “In” for Agent / Customer Interactions

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 in a service or sales role who manages customer interactions. Unfortunately empathy is a skill that doesn’t come easy [...]

By |February 10th, 2015|Customer Experience, Training / Coaching|

5 Things Frontline Leaders Can Do to Help Agent Attrition

I love working with front-line supervisors and managers who are learning how to be more effective coaches. Most are eager to learn how to build a great team. During our work time together, many express frustration about agent turnover, the time and effort that new hire training takes with high turnover. Some add that they [...]

Why Every Employee Needs Customer Engagement Training

One of my favorite customer service quotes is by Karl Albrecht, founder of the Aldi supermarket chain, who wisely said, “If you're not serving the customer, you'd better be serving someone who is.” It’s easy to understand the need for service skills training for customer service, tech support and sales teams. They interact directly with [...]

By |December 2nd, 2014|Customer Experience, Training / Coaching|

Dear Doctor: Stop Making Patient and Employee Experience So Painful

I’m certain very few of us enjoy going to the doctor’s office for an exam or a medical need. Unfortunately many medical practices make the experience more “painful” by implementing negative or ignoring poor customer/patient experience practices. And, the patients aren't the only ones suffering. The employees are on the receiving end of customer complaints [...]

By |November 11th, 2014|Customer Experience, Training / Coaching|