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As a call center coach and trainer, I have had the honor of meeting, talking to, and sharing insights with and learning from many other industry professionals. No matter what type, function, size, or vertical of the call center we work or have worked … [Continue reading] about A Conversation on Coaching and Training
Employees aren’t going back to the way it was before the COVID-19 pandemic. And as the business climate continues to change, companies are reevaluating their cultures, how they hire and manage, and how they utilize technology. In some companies, … [Continue reading] about Put on Your Skates! The Business/Employment Climate is Changing
How you train then coach your agents keeps your contact center on the road. … [Continue reading] about Tuning the CX Engine
There are a variety of different ways customers can contact businesses when they have a complaint or concern. In a 2022 survey from Salesforce, 59% of customers said they prefer to contact customer service over the phone, up from 54% in 2021. … [Continue reading] about Helping Leaders Helping Agents Helping Customers
How to meet changing requirements for contact center supervisors. … [Continue reading] about Answering the Call
In my career, I have been fortunate to have both run numerous contact center/service delivery operations and consulted for hundreds of other contact centers. I have been able to experiment, fail, and succeed, as well as leverage or learn from the … [Continue reading] about Tuning Your Training and Coaching
Understanding what WFM is in the contact center and why it is important. … [Continue reading] about Why WFM Matters
If there’s a follow-up question, I will go on to explain that we accomplish this by carefully generating accurate forecasts with creative schedules, and then we track all of that in real-time and report back on our progress. There’s a lot that goes … [Continue reading] about A Deep-Dive into WFM: The Forecast Algorithm
Contact centers are looking for ways to take advantage of the customer experience (CX) insights that can come from voice of the customer (VoC) analytics and quality management (QM) applications. But there have been questions raised about these … [Continue reading] about Hearing Changes in the Customer Voice
Why is coaching important? Coaching has a direct impact on individual agent performance. But it also affects overall customer experience (CX). One poorly coached agent can frustrate customers and result in low Net Promoter Scores (NPS) for the … [Continue reading] about 12 Tips for Effective Coaching
