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 […]
4
Dec
Archive Tag: agent productivity
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 […]
5
Apr
Go and See for Yourself
I recently came across the Japanese terms genchi genbutsu and genba; they’re both key principles of the Toyota Production System, […]
18
Aug
Intraday Automation Making Life Easier in the Contact Center
As contact center environments have become more complex, strategic business leaders are looking for innovative ways to spend less and […]
28
Jul
Manual Contact Center Productivity Tools Aren’t Fit for the Modern Era
Here’s the story: A health insurance company came up with an innovation for their health savings accounts, allowing account holders […]
14
Jul
Are You Selling Your Customer Service Team?
Global studies tell us that 78% of customers have not made an intended purchase due to a bad customer service […]