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We Know If They’ve Been Good or Bad With Customers – But What Are We Doing To Inspire Change?

Sometimes coaches become a little like Santa Claus. Keeping the list. Checking it twice. Knowing who has been “naughty or nice” with the customers. Checking the coaching off as “done” and waiting for the next coaching time. But, unlike Santa, our coaches need to find ways to not only document skills on a list but [...]

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. [...]

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 [...]

Information Your Customers are Tracking (Whether You Know It or Not)

Twitter and Facebook have started experimenting with posting when brands are responsive, how responsive they are, and what the best times are to get a response to inquiries via these social media channels. Brands better sit up and take notice. Customers are tracking how you behave. They are telling their friends dirty little secrets like [...]

By |August 18th, 2016|Best Practices / Metrics, Customer Experience|

The CFO’s Role In Customer Experience and Coaching

One of the areas of business operations that is often neglected when it comes to soft skills coaching, is our finance team. The employees handling collections inside a company may receive coaching but from my observations, others dealing with vendor payments and internal customer calls and emails rarely have the individual coaching needed to reach [...]

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|

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|

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 [...]