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More Coaching Misses and How to Fix Them (Part 2)

Welcome to the follow-up to “Coaching Misses and Fixes.” Last time we looked at some of the coaching improvement opportunities. Here are some more ideas for your consideration: Avoid talking about other agents and their skill problems Your agents don’t really care how coworker “Mary” struggles with the same skill issue or that coworker “Joe” [...]

Solving the Mystery of the Missing Empathy

Chapter One:  Detective Holmes had solved many cases and now she had been brought in to a call center to solve one of the most challenging cases she had ever had. "Empathy” was missing and no one knew why or where Empathy had gone!! This may not be a best selling mystery book opening, but [...]

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, [...]

Forefront Discussions Highlight Efficiency and Employee Engagement

Tour de Forefront - from New York to Chicago… "None of us is as smart as all of us." Ken Blanchard When you have a good conversation with an industry peer, exchange war stories and survivor tips, you’re building community. Forefront is a community where contact center operations and workforce management leaders, as well as [...]

How to Make 2017 Your Best Year Yet with Intraday Automation

With 2017 in full swing, it’s the perfect time to take control of your frontline and make the necessary changes in your center to ensure success. Reflecting on the past, think about the areas that could be improved to bring your operations to the next level. Is it agent training and development? Meeting service level [...]

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 [...]

7 Ways to Coach by Example

Coaching is so much more than sitting in a room and discussing skills with our agents. If a manager looks at coaching as a boring checklist item to be completed weekly or monthly, the agent will approach it the same way. Your view of coaching affects you, your customers and each member of your team. [...]

5 Ways to Create a Seamless Omnichannel Experience with Intraday Automation

The evolution of technology has transformed the way consumers interact with brands. According to the Retailing 2020 report, the demand for an omnichannel customer experience will be amplified by the need for nearly perfect execution by 2020. And for call centers, the hub of customer experience management, the pressure is on to get the omnichannel [...]

Educating Your Team? Start with Yourself

Your people make the difference. Of course you know that. It's probably in posters all throughout your call centers, your break rooms, everywhere.  And you believe it. Which is why you invest money and time in them. You have online training they can take to improve their knowledge. You regularly pull them off the phones [...]

How to Keep WFM Employees Engaged

We read a lot of articles about training, coaching and motivating our center agents, supervisors and leaders. One area of our center doesn’t seem to receive as much attention: our WFM (workforce management) employees. Every member of our team has both direct and indirect effect on the customer experience every day. Our WFM team members [...]