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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|

7 Game-Winners for Your Agent Coaching Playbook

As a call center manager, working one-on-one with your agents can be the most productivity-enhancing tool at your disposal. Call centers know that they need to coach their agents – the trouble comes in finding time to do it. And often, it’s not even a matter of not enough time, but of not wisely using [...]

By |March 18th, 2014|Best Practices / Metrics, Training / Coaching|

Recruiting for Agent Coaching Success Across Channels

Regardless of the channels we’re hiring for, some principles remain the same. I firmly believe that these two points are necessary for providing the best customer experience: We need to recruit agents who are open to change, willing to learn and committed to offering great service. Agent coaching only works if all parties (agent, supervisor [...]

By |March 11th, 2014|Best Practices / Metrics, Training / Coaching|