Webinar Recap: Flip the Script on WFM
“The call center is like a hurricane,” says Nathan Belfield, a 15-year call center veteran and current Customer Success Leader […]
25
Aug
Archive Tag: call center agent
3
May
Reduce Call Center Shrinkage with Contact Center Automation
Call center shrinkage may seem like a necessary evil by yesterday’s standards. However, technology that works in real-time – contact […]
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 […]
20
Sep
Following Call Center Procedures (Including This Bad One)
Let’s face it…most agents want to be great agents. They want to keep their customers happy and that’s what we […]
13
Jul
A Rose By Any Other Name… Agent Word Choices
When coaching with our agents, we have many important skills to focus on such as listening, use of empathy, following […]
20
Jun
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 […]