Let’s pretend you’re the customer. Like most customers, you’re pretty savvy when it comes to figuring out answers on your […]
We know that coaching offers many benefits for our experienced agents so we design coaching programs for on-going employee development […]
Recently I had a support team manager tell me that she had received feedback from a VP in the operations […]
Coaching in our centers can involve a wide variety of coaching activities and communication skills. Our agents may be focused […]
I recently came across the Japanese terms genchi genbutsu and genba; they’re both key principles of the Toyota Production System, […]
The phrase “employee retention” sends shivers down the spines of some folks. And it ought to. Employee turnover is expensive […]