3 Ways to Help Agents Self-Coach
One of the key coaching skills I discuss with managers is the difference between “telling” agents and “asking” agents. Most […]
One of the key coaching skills I discuss with managers is the difference between “telling” agents and “asking” agents. Most […]
Workforce attrition can wreak havoc on any business, and this is especially true for call centers where it continues to […]
Coaching in our centers can involve a wide variety of coaching activities and communication skills. Our agents may be focused […]
Here’s the story: A health insurance company came up with an innovation for their health savings accounts, allowing account holders […]
Are your employees working hard, working smart, or both? In the last two months, I’ve written about employee effort and […]
The outsourcer’s role of handling a client’s customers for them is unique – and this relationship brings its own set […]