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Waterfall Coaching For Agent Engagement

One of the greatest opportunities for agent engagement — and yet from my observations, the least implemented — is the consistent involvement of top leadership in hands-on coaching activities and quality monitoring. Many C-suite and higher-level managers feel that coaching is an activity for the frontline leaders. Or they may do a lot of feedback “telling” in team meetings with [...]

By |January 12th, 2016|Agent Engagement, Innovation, Training / Coaching|

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|

Strengthen Engagement with the Unique Talents of Your Frontline Workforce

I continue to be impressed by the Kimpton hotel chain. The staff was nothing short of amazing during my recent stay at their Alexis Hotel in Seattle. For this article, I imagined myself as a “mystery shopper” and engaged with several frontline workforce employees to find out more about their culture. I talked to the front [...]

By |October 1st, 2015|Corporate Culture, Customer Experience|

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|

All Work, No Play Means a Disengaged Contact Center

We all want to create the best customer experience. Unfortunately, sometimes in our zeal to drive success we end up taking the fun out of our centers. We become the “happiness vampires,” sucking all of the fun from our teams. Taken from my personal experiences, here are some top cautions as well as opportunities for center leaders [...]

By |August 11th, 2015|Corporate Culture|

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|

Don’t Let Scripts Ruin a Great Customer Experience

Last week I had a computer problem that required me to contact technical support. I was sure I would have to send my computer in, but they were able to quickly solve my problem. So why was I so annoyed? And why does this matter to you? I started with phone support, but after hearing [...]

By |June 26th, 2015|Best Practices / Metrics, Customer Experience|

15 Ways to Build Employee Efficiency

Are your employees working hard, working smart, or both? In the last two months, I've written about employee effort and employee empowerment. This month, I'm going to tackle employee efficiency. How is that different from the other two? Let's start by defining efficiency or being efficient, and then I'll come back to that question. According [...]

By |June 18th, 2015|Corporate Culture, Training / Coaching|

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|