Category: Training / Coaching

13 Oct

5 Ways to Create a Seamless Omnichannel Experience with Intraday Automation

Kyle Antcliff

The evolution of technology has transformed the way consumers interact with brands. According to the Retailing 2020 report, the demand […]

29 Sep

Proactive New Hire Training and Coaching = Engaged Agents

Melissa Kovacevic

We know that coaching offers many benefits for our experienced agents so we design coaching programs for on-going employee development […]

20 Jun

How to Keep WFM Employees Engaged

Melissa Kovacevic

We read a lot of articles about training, coaching and motivating our center agents, supervisors and leaders. One area of […]

19 May

Why Operations VPs Need To Encourage Internal Customer Service Excellence

Melissa Kovacevic

Recently I had a support team manager tell me that she had received feedback from a VP in the operations […]

21 Apr

Coaching Social Customer Service Agents

Melissa Kovacevic

Coaching in our centers can involve a wide variety of coaching activities and communication skills. Our agents may be focused […]

10 Mar

The CFO’s Role In Customer Experience and Coaching

Melissa Kovacevic

One of the areas of business operations that is often neglected when it comes to soft skills coaching, is our […]

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