­

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 [...]

7 Ways to Coach by Example

Coaching is so much more than sitting in a room and discussing skills with our agents. If a manager looks at coaching as a boring checklist item to be completed weekly or monthly, the agent will approach it the same way. Your view of coaching affects you, your customers and each member of your team. [...]

Are Your Processes “Customer Driven” or Driving Customers Away?

Even when our agents are coached and trained to provide the best customer experience, those best efforts can be in vain if our processes aren’t making our customers happy. It may make perfect sense as you read those words, but how many times have we made excuses about a company process being necessary for some [...]

5 Ways to Create a Seamless Omnichannel Experience with Intraday Automation

The evolution of technology has transformed the way consumers interact with brands. According to the Retailing 2020 report, the demand for an omnichannel customer experience will be amplified by the need for nearly perfect execution by 2020. And for call centers, the hub of customer experience management, the pressure is on to get the omnichannel [...]

Proactive New Hire Training and Coaching = Engaged Agents

We know that coaching offers many benefits for our experienced agents so we design coaching programs for on-going employee development success. However, we may not have equally effective plans in place for introducing and rolling out coaching with our newly hired agents. The first few weeks on the job can be major turnover time if [...]

Share Your Contact Center Employees, Share Your Learning

Loaning out your employees to the rest of the business gives them fresh perspectives on career paths and spreads your knowledge to the rest of the organization – but it also brings knowledge back. I once led customer experience for a division of a Fortune 25 company. Knowing that the call center was where the [...]

By |September 12th, 2016|Agent Engagement, Best Practices / Metrics, Training / Coaching|

How to Improve Your Finance Team’s Soft Skills

One of the reasons our business stays open is because someone purchases our services or products and will continue to do so based on having a successful series of interactions with us from purchase through delivery and later support if needed. A simple enough way to describe the importance of customer touch points for our [...]

Educating Your Team? Start with Yourself

Your people make the difference. Of course you know that. It's probably in posters all throughout your call centers, your break rooms, everywhere.  And you believe it. Which is why you invest money and time in them. You have online training they can take to improve their knowledge. You regularly pull them off the phones [...]

Ticket to Ride the Customer Experience Support Train

There are many tech support agents who are extremely successful at creating a great customer experience over the phone. They are patient, ask good questions, listen well and help find the best solutions for their callers. Soft skills seem to come natural to some of these support phone pros. Others who need to learn the [...]

4 Ways You Might be Disengaging Your Employees

The idea of employee engagement receives a lot of lip service. Employees who are engaged will deliver better experiences to your customers, leading to increased retention, improved referral rates, and more revenue overall. Hurrah! But what happens when your organization is structured to actively disengage your employees? Most leaders don’t even know this is happening. [...]