Melissa Kovacevic

About Melissa Kovacevic

Since 1983, Melissa has partnered with Contact Centers and Retail Teams to help them develop strategies, operational processes and skills to successfully blend People, Process and Technology for Customer Experience success. Her results-based “Coach the Coach” program for service and sales team front line leaders focuses on real world “on the job” coaching with participants. Melissa has written hundreds of articles on industry best practices for contact center, tech support and other publications worldwide.

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|

The Three Contact Center “Coacheteers” and Agent Engagement

In the Alexandre Dumas novel, The Three Musketeers, the main characters are Musketeers of the Guard. They fought in battle and also formed a royal guard for the protection of the king. Dumas penned their famous and often quoted “all for one, one for all” motto in this novel. When I read this phrase recently, [...]

By |July 8th, 2014|Training / Coaching|

Contact Center Data: It’s Here, It’s There, It’s Everywhere!

There are many articles, webinars and conferences with an emphasis on big data and contact centers. Naturally with that being such a hot topic, many in the C-suite and savvy managers are looking at ways they can utilize the best practices. If you are getting on board the big data train, make sure you consider [...]

By |June 17th, 2014|Best Practices / Metrics, Innovation|

Building Customer Loyalty and Trust Through Timely Follow-Up

Many companies spend a majority of their time and budgets on chasing business instead of taking care of the customers they already have. Are you focused on offering the most innovative products and services to your customers? Do you have creative marketing and brand awareness activities for your business in hopes that customers will respond [...]

By |May 13th, 2014|Customer Experience|

“I Just Heard Your Last Call” – Using Real-Time Agent Monitoring to Motivate

In the early day of call centers, the outsource company I worked for as a supervisor, and later as a manager, was paper driven. Every day we had reps calling to make sales from pieces of paper that they marked as a sale, no answer, no sale, or other codes we devised. These were collected [...]

By |April 8th, 2014|Training / Coaching|

Recruiting for Agent Coaching Success Across Channels

Regardless of the channels we’re hiring for, some principles remain the same. I firmly believe that these two points are necessary for providing the best customer experience: We need to recruit agents who are open to change, willing to learn and committed to offering great service. Agent coaching only works if all parties (agent, supervisor [...]

By |March 11th, 2014|Best Practices / Metrics, Training / Coaching|

Are You Actively Listening for Feedback Across Channels?

It’s tempting to be passive and reactive when monitoring for quality. We plug into phones, look at emails sent, listen to recordings, review chat texts and assess the skills of the agents, followed by coaching. Extremely important to do of course, but are we missing other things equally important? If we are focused primarily on [...]

By |February 18th, 2014|Best Practices / Metrics, Customer Experience|

Multi-Skills in the Multi-Channel Era

With the continued growth of multichannel service options for our customers, our agents face many challenges that weren’t planned for when they were initially hired for their service roles. Recent studies show that our millennial employees are able to juggle tasks and skills more easily than our older employees and Gen Y are more likely [...]

By |January 14th, 2014|Workforce Infrastructure|

Your Quality Monitoring: Engaging or Exasperating?

One of the worst methods of quality monitoring is the one that is based on finding everything wrong on a call or other type of customer interaction down to a seemingly molecular level.  I am definitely in favor of scored monitoring for skills but it must be balanced with common sense applied by the QA [...]

By |December 17th, 2013|Workforce Infrastructure|


Many centers are changing their operational model to include methods of generate revenue.  For some centers, this may mean using the same service-skilled agents to sell instead of hiring a dedicated inside sales team. Some customer service agents are less than thrilled at the prospect of selling. They often share their negatives in coaching sessions [...]

By |November 12th, 2013|Workforce Infrastructure|