Archive Author: Melissa Kovacevic

Archive Author: Melissa Kovacevic

2 Dec

Why Every Employee Needs Customer Engagement Training

Melissa Kovacevic

One of my favorite customer service quotes is by Karl Albrecht, founder of the Aldi supermarket chain, who wisely said, […]

16 Sep

Is Agent Training On-Board Your CX Train?

Melissa Kovacevic

Whether you call it employee development or skills enhancement, it’s all about training our agents and leaders to be successful with […]

13 May

Building Customer Loyalty and Trust Through Timely Follow-Up

Melissa Kovacevic

Many companies spend a majority of their time and budgets on chasing business instead of taking care of the customers […]

18 Feb

Are You Actively Listening for Feedback Across Channels?

Melissa Kovacevic

It’s tempting to be passive and reactive when monitoring for quality. We plug into phones, look at emails sent, listen […]

3 Sep

Contact Center Attrition: 13 Tips for Decreasing Attrition

Melissa Kovacevic

Contact Center Attrition Contact Center Attrition Tip #1 Frontline supervisors and leads have the keys to combat the reasons for […]

16 Apr

Stop The Cookie Cutter Coaching

Melissa Kovacevic

A Quality Manager once told me, “We seem to focus on activity, not results” and unfortunately he spoke the truth. […]

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