Archive Tag: customer experience

Archive Tag: customer experience

17 Oct

Fear of Coaching

Melissa Kovacevic

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)

Melissa Kovacevic

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

Melissa Kovacevic

When coaching with our agents, we have many important skills to focus on such as listening, use of empathy, following […]

6 Jun

Why All the Fuss Over Advanced Intraday Automation?

Kyle Antcliff

A growing list of enterprise contact centers like Citi, British Gas and Aetna are reaping the strategic benefits of advanced […]

10 May

8 Qualities to Look for in an Intraday Automation Provider

Lori Etheridge

Once considered an emerging technology, new to the scene within the past few years, intraday automation is no longer a […]

6 Apr

Solving the Mystery of the Missing Empathy

Melissa Kovacevic

Chapter One:  Detective Holmes had solved many cases and now she had been brought in to a call center to […]

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