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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|

Why Agent Coaching is the Key to Customer Loyalty

Michael Jordan had Phil Jackson. Walter Payton had Mike Ditka. Look at any great athlete, and you often see a great coach. But it's not just athletes. Former CEO Brad Anderson used multiple coaches as he drove Best Buy to new heights. According to a 2013 study by the Center for Leadership Development and Research [...]

By |February 25th, 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|

4 Barriers to a Successful Gamification Program in Your Contact Center

The world is changing and contact centers have to keep up. Generation Y – the “Millennial” generation – has a different outlook on life than generations before it that extends to everything from the way they communicate to the way they work. And the truth is, not only does this group make up a large [...]

By |October 28th, 2014|Training / Coaching|

Is Agent Training On-Board Your CX Train?

Whether you call it employee development or skills enhancement, it’s all about training our agents and leaders to be successful with our customers and improve the bottom line. Not enough training and our employees may fail to provide the customer experience needed. Some centers do not have the luxury of having a full time center trainer [...]

By |September 16th, 2014|Training / Coaching, Workforce Infrastructure|

The Contact Center of the Future: Integrated Real-time Coaching

In our ongoing Contact Center of the Future blog series, we'll like at some key trends and discuss insights that will transform contact centers and customer experience as we know it. Today, supervisors and managers have a whole host of technologies available in the contact center aimed at making their jobs easier. There is technology for [...]

By |April 15th, 2014|Training / Coaching|

“I Just Heard Your Last Call” – Using Real-Time Agent Monitoring to Motivate

In the early day of call centers, the outsource company I worked for as a supervisor, and later as a manager, was paper driven. Every day we had reps calling to make sales from pieces of paper that they marked as a sale, no answer, no sale, or other codes we devised. These were collected [...]

By |April 8th, 2014|Training / Coaching|

Who’s Really in the Driver’s Seat in Your Property and Casualty Call Center?

When it comes to the insurance industry, your customers are firmly in the driver’s seat. Keep that top of mind, and you are ready to address new customer-centric call centers challenges to reduce stress for your call center agents and ensure high levels of satisfaction for your customers. The economy is improving, home sales are on the [...]

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