Fear of Coaching
I love working with new coaches and helping them to become the best they can be. Most are very excited […]
17
Oct
Archive Tag: agent engagement
29
Sep
Reduce Call Center Costs: Automation Outranks Alternatives
Balancing the need to reduce call center costs and keep customers happy is tough. However, Workforce Management (WFM) and contact […]
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 […]
6
Jun
Why All the Fuss Over Advanced Intraday Automation?
A growing list of enterprise contact centers like Citi, British Gas and Aetna are reaping the strategic benefits of advanced […]
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 […]
13
Feb
Are You a Manager with Heart?
During February we celebrate Valentine’s Day, a holiday focused on making people feel special by telling them and showing them […]