How to Keep WFM Employees Engaged
We read a lot of articles about training, coaching and motivating our center agents, supervisors and leaders. One area of […]
20
Jun
Archive Tag: agent training
21
Apr
Coaching Social Customer Service Agents
Coaching in our centers can involve a wide variety of coaching activities and communication skills. Our agents may be focused […]
10
Mar
The CFO’s Role In Customer Experience and Coaching
One of the areas of business operations that is often neglected when it comes to soft skills coaching, is our […]
23
Feb
The Challenges of Employee Retention
The phrase “employee retention” sends shivers down the spines of some folks. And it ought to. Employee turnover is expensive […]
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 […]
13
Jan
5 Things Frontline Leaders Can Do to Help Agent Attrition
I love working with front-line supervisors and managers who are learning how to be more effective coaches. Most are eager […]