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Are You a Manager with Heart?

During February we celebrate Valentine’s Day, a holiday focused on making people feel special by telling them and showing them how much we appreciate and love them. Making people feel special should be more than one day on the calendar and this is especially true for managers. Sometimes we get caught up in the process [...]

4 Ways to Boost Cx and Operational Efficiency with Intraday Automation

Let’s pretend you’re the customer. Like most customers, you’re pretty savvy when it comes to figuring out answers on your own. In fact nowadays, customers are smarter and more complex, because they prefer self-help support within the marketplace and they can access it in various ways, 24/7. But, what happens when you reach a roadblock? [...]

Investing in Employees to Emotionally Connect with Customers

Frontline employees need a strong mentor. Merriam-Webster defines the word mentor in the following way: “a : a trusted counselor or guide b : tutor, coach.” And isn’t this what the best managers, team leaders and colleagues strive to be for us? We want to keep our best people doing their best and feeling good [...]

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|

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. [...]

What is the Most Important Contact Center Metric?

I presented at the ICMI CC Expo last month in Long Beach. It’s always a great conference, and I look forward to it each year. In the afternoon after my journey mapping workshop I attended a Justin Robbin’s session on metrics. Justin began by asking attendees the most important metric they tracked. Think about it [...]

Why Operations VPs Need To Encourage Internal Customer Service Excellence

Recently I had a support team manager tell me that she had received feedback from a VP in the operations area of the company where she worked. He told her that he thought that all this “engagement” by her agents in emails and on calls to internal customers and co-workers was unnecessary “fluff”. She told [...]

WFM: From the Back of the Bus to Driving the Bus

Research shows that 85% of organizations view the customer experience provided through the contact center as a competitive differentiator. Yet 45% of customers can’t remember having a positive customer experience! At the same time, today’s buyers are more empowered than ever. Not only can they do their own research online, but they can also use [...]

Are Millennials Changing the Way We Design Experiences?

Do millennials really approach everything differently than generations before them? Or are the challenges of designing for them simply the same challenges as designing and delivering experiences for any group? Yes, millennials approach the world a little differently. But so does every generation. What should we remember as we design workplaces, customer experiences, and more [...]