We know that coaching offers many benefits for our experienced agents so we design coaching programs for on-going employee development […]
One of the greatest opportunities for agent engagement — and yet from my observations, the least implemented — is the consistent involvement of top leadership […]
Whether you call it employee development or skills enhancement, it’s all about training our agents and leaders to be successful with […]
Up until relatively recently, many managers and executives considered the topic of employee engagement to be “soft.” Those that still […]
But what is the answer? Unfortunately, it’s not crystal clear what is best. It seems like the trend towards universal […]
Note: The following blog post and its associated webinar are intended for call center outperformers only. This webinar may contain […]