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Coaching Challenges: Apple and Oranges

One of our coaching challenges is to find ways to balance the coaching of skills, that impact processes and solutions, with the soft-skills coaching needed for our agents to provide the empathy and personal touch that our customers want to receive. Sometimes we may feel like these skills are at opposite ends of the spectrum [...]

By |November 10th, 2015|Training / Coaching|

Why So Many Contact Center New Hires Fail

It’s a given that we spend a great deal of time and money recruiting and training agents for our centers. Sometimes we hire someone who looks great on paper and knows how to present themselves well in interviews, but they don’t make it past the training program. Even those who seemed so eager to work [...]

By |October 6th, 2015|Corporate Culture, Training / Coaching|

Too Many Process Cooks Spoil Customer Experience and Agent Support

Unfortunately, the story shared here is based on a real company event. Names have been changed to protect the innocent, but too bad the company name can’t be shared so they can be shamed for their part in poor customer experience and agent support. An agent recently told me about a customer service situation that demonstrates [...]

By |September 8th, 2015|Corporate Culture, Customer Experience, Training / Coaching|

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|

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|