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 training
17
Oct
Fear of Coaching
I love working with new coaches and helping them to become the best they can be. Most are very excited […]
6
Apr
Solving the Mystery of the Missing Empathy
Chapter One: Detective Holmes had solved many cases and now she had been brought in to a call center to […]
26
Jan
How to Make 2017 Your Best Year Yet with Intraday Automation
With 2017 in full swing, it’s the perfect time to take control of your frontline and make the necessary changes […]
1
Dec
7 Ways to Coach by Example
Coaching is so much more than sitting in a room and discussing skills with our agents. If a manager looks […]
13
Oct
5 Ways to Create a Seamless Omnichannel Experience with Intraday Automation
The evolution of technology has transformed the way consumers interact with brands. According to the Retailing 2020 report, the demand […]