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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, Featured, Training / Coaching|

Call Center Cost Reduction: Automation Outranks Alternatives

Balancing the need to keep costs low and keeping customers happy is tough. But, Workforce Management (WFM) and contact center operations typically turn to one of four options to meet these objectives. These include digital solutions, right placement, workforce management, and automation. Each option provides a different return on investment and execution risk. Question is, [...]

Are You Showing Sincere Agent Appreciation?

We train our agents to thank our customers and show appreciation for their business.  We coach to ensure that they make the customer feel important and valued, and sound sincere when they do this.  A poorly given thanks is no better than saying nothing and the customer can hear the insincerity in our word choices, [...]

An Idle Millennial = An Unhappy Millennial

Remember when ‘chat’ meant talking face to face? Baby Boomers and Gen X’ers likely remember those days, which included eye contact and facial cues. But now the Millennials are ‘large and in charge.’ 'Chat’ is a whole other animal, and it is one of reasons why seeing an idle Millennial is rare. In fact, their [...]

By |July 13th, 2017|Agent Engagement, Intraday Automation|

Why All the Fuss Over Advanced Intraday Automation?

A growing list of enterprise contact centers like Citi, British Gas and Aetna are reaping the strategic benefits of advanced intraday automation. This summary aims to provide a quick primer on the ins and outs of advanced intraday automation, including the problems it addresses, what it is, why it’s growing so quickly and the value [...]

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 [...]

Coaching Misses and How to Fix Them (Part 1)

One of the most important jobs we have as leaders is to make sure we are coaching successfully with our team members. Unfortunately coaching is sometimes done based solely on process goals rather than looking at the “moments of truth” that we create for our agents during the process. So many things we do and [...]

It’s Not Just Your Forecast Anymore

To earn your stripes in the Workforce Management profession, creating that perfect forecast and schedule made you a hero. But then came multi-channel and customers with smartphones that shifted the entire dynamics of your profession. In today’s WFM world, it’s just as important to manage intraday processes as it is to start with an accurate [...]

By |April 10th, 2017|Best Practices / Metrics, Innovation, Intraday Automation|

5 Ways to Fuel Employee Engagement

With some of the latest contact center tech talk focused on chatbots and eliminating the need for human agents, it might seem strange to think about automation and employee engagement going hand in hand (and thank goodness because I would much prefer to resolve issues with a friendly human versus a robot). In a recent post, [...]

Spring Cleaning Time for Our Centers

Welcome to Spring! It’s time to clean the clutter and broken pieces out of our center house and bring in some new ideas. In order to do this we need to avoid getting stuck in the “we’ve always done it this way” mentality. Even large centers that pride themselves on innovation and efficiency often find [...]