Following Call Center Procedures (Including This Bad One)
Let’s face it…most agents want to be great agents. They want to keep their customers happy and that’s what we […]
20
Sep
31
Aug
Are You Showing Sincere Agent Appreciation?
We train our agents to thank our customers and show appreciation for their business. We coach to ensure that they […]
13
Jul
A Rose By Any Other Name… Agent Word Choices
When coaching with our agents, we have many important skills to focus on such as listening, use of empathy, following […]
1
Jun
5 Ways to Reduce Agent Attrition with Advanced Intraday Automation
Workforce attrition can wreak havoc on any business, and this is especially true for call centers where it continues to […]
10
May
8 Qualities to Look for in an Intraday Automation Provider
Once considered an emerging technology, new to the scene within the past few years, intraday automation is no longer a […]
6
Apr
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 […]