­

How to Boost Agent Morale with Real-Time Automation

Your agents are crucial assets to your contact center. Serving and supporting your customers each and every day, they truly are the voice of your company. Are you recognizing and celebrating their achievements? Many companies recognize their agents in a variety of ways during Customer Service Week. A recent Forbes article suggested some ideas such [...]

Customer Community Cuts Costs with Real-Time Automation

In this edition of our Customer Community Stories, we’re diving into the variety of ways customers are achieving their cost reduction goals. Check it out: $16.5M in Savings This top health insurer needed to improve agent engagement while also reducing costs in their center. Idle time wasn’t being used productively due to inefficient processes. With [...]

By |September 6th, 2018|Cost Take Out, Real-Time Automation, Training / Coaching|

UK Utility: Weathering the Storm with Real-Time Automation

Mother Nature doesn’t adhere to WFM planning processes, and can unleash nasty storms with little warning or time to prepare. Real-time spikes in call volume due to storms and outages are a reality of life in the utility industry. To be prepared, many utility companies choose to staff a surplus of agents and run call [...]

By |September 5th, 2018|Customer Experience, Real-Time Automation, Training / Coaching|

3 Ways to Help Agents Self-Coach

One of the key coaching skills I discuss with managers is the difference between “telling” agents and “asking” agents. Most coaches understand this and agree that agents are more responsive to being asked questions about skills in coaching rather than just getting wordy lectures from the coach. But the benefit of using interactive techniques is [...]

Are You Using Customer Feedback to Improve Processes?

Sometimes we become so involved in the design, execution and gathering of data that we may not observe what is really going on with our customers and center agents. Here’s one thing I think we can all agree on. Surveys are everywhere. They are coming from your grocery store, your favorite restaurants, online shopping sites [...]

Fear of Coaching

I love working with new coaches and helping them to become the best they can be. Most are very excited about coaching with agents and welcome the opportunity to apply their experience in a new role in the center. Many coaches are supervisors or leads who now coach regularly in addition to their other center [...]

By |October 17th, 2017|Best Practices / Metrics, Training / Coaching|

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 [...]

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” [...]

5 Ways to Reduce Agent Attrition with Advanced Intraday Automation

Workforce attrition can wreak havoc on any business, and this is especially true for call centers where it continues to rise. Keeping agents happy amidst the call center chaos can prove to be challenging for supervisors. Busy schedules mixed with the unpredictable nature of the environment leaves little time to develop, support and ensure agents [...]