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Contact Center Coaching Needs “The Right Stuff”

Coaches "with the right stuff" help to ensure that our centers provide consistently excellent customer experiences. Few new coaches are equipped with all the skills needed to be successful. It’s up to us to hire well and to provide them with the skills and tools for the job. Because if our coaches fail, our contact [...]

By |March 10th, 2015|Training / Coaching, Workforce Infrastructure|

Why Agent Coaching is the Key to Customer Loyalty

Michael Jordan had Phil Jackson. Walter Payton had Mike Ditka. Look at any great athlete, and you often see a great coach. But it's not just athletes. Former CEO Brad Anderson used multiple coaches as he drove Best Buy to new heights. According to a 2013 study by the Center for Leadership Development and Research [...]

By |February 25th, 2015|Training / Coaching, Workforce Infrastructure|

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|

Storytelling is a Trojan Horse for Customer Experience Learning

What is storytelling, and why is it an important tool to have in your CX Toolbox? In a post I wrote several months ago, I outlined the 5 Rules for Turning Data into Action for a Better Customer Experience: Centralize, Analyze, Socialize, Strategize, and Operationalize. I have since pulled out details from Analyze and Socialize [...]

By |November 20th, 2014|Customer Experience, 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|

3 Must-Haves for Workforce Management Success

Workforce managers don’t have it easy. Not only are they responsible for accurately forecasting call requirements per half hour by both queue and skill, they are also tasked with scheduling the right number of agents needed to handle calls at a prescribed service level and average handle time. This is a very specialized job that [...]

By |August 26th, 2014|Best Practices / Metrics, Innovation|

Are You Engaging New Agents, or Training Them for Your Competitors?

Our contact centers today have a wide range of new hire training agendas depending on the complexity of the products and services, skills trained and even the size of the centers. There’s classroom time, self-directed learning, tests, games and activities, guest speakers, call examples to listen to, side-by-side observations and even mentors. Many managers are [...]

By |August 12th, 2014|Training / Coaching|

Agent Coaching that Your Workforce Actually Wants to Receive

According to a study that I've completely made up to make a point, 90% of contact centers either don’t provide any agent coaching or provide agent coaching that makes agents wish the center didn't provide any coaching. While a total lack of coaching certainly won’t win your contact center any awards, it’s actually better than [...]

By |July 2nd, 2014|Training / Coaching|

Special Sauce for Lower Contact Center Attrition

You know the drill. Agents don’t get the training they need. Performance suffers. They lose confidence and become unsatisfied, and before you know it, they’re gone. Not only is this expensive, but it’s your customers who ultimately pay the price, as unskilled and unhappy agents don’t typically deliver an outstanding customer experience. We are currently [...]

By |June 24th, 2014|Best Practices / Metrics, Training / Coaching|