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Go and See for Yourself

I recently came across the Japanese terms genchi genbutsu and genba; they're both key principles of the Toyota Production System, which comprises Toyota's management philosophy and best practices. While they are management principles/concepts, they apply not only to the employee experience but also to the customer experience. Let's look at some background and definitions first. [...]

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 [...]

Stress in the Contact Center and What You Can Do About It

Anyone who has ever worked in a contact center knows stress. Being a workforce manager is like working in a never-ending game of tug-of-war – and you’re the rope! Operations managers expect perfect service levels, while training managers and supervisors expect regular training sessions – and all of this has to be scheduled without negatively [...]

The Challenges of Employee Retention

The phrase "employee retention" sends shivers down the spines of some folks. And it ought to. Employee turnover is expensive to any company in a variety of ways, not the least of which is the impact on the customer experience, too. According to Gallup: Engaged employees are involved in, enthusiastic about, and committed to their [...]

By |February 23rd, 2016|Agent Engagement, Best Practices / Metrics, Training / Coaching|

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|