With some of the latest call center technology talk focused on Robotic Process Automation (RPA), Artificial Intelligence (AI), and chatbots–often eliminating the need for human agents–it might seem strange to think about automation and employee engagement going hand in hand.
Welcome to Spring! It’s time to clean the clutter and broken pieces out of our call centers and bring in […]
One of the key coaching skills I discuss with managers is the difference between “telling” agents and “asking” agents. Most […]
Sometimes we become so involved in the design, execution and gathering of data that we may not observe what is […]
I love working with new coaches and helping them to become the best they can be. Most are very excited […]
When coaching with our agents, we have many important skills to focus on such as listening, use of empathy, following […]