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Author: Matt McConnell

By Matt McConnell
in Training / Coaching
on Jan 15, 2013

The 7 Fundamentals of All-Star Agent Coaching

All great coaches have their signature plays. Like most games, however, call center coaching isn’t a one-play game. It takes...

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By Matt McConnell
in Best Practices / Metrics
on Dec 13, 2012

It’s Time for Change in the Contact Center

I need it faster. Work smarter. Do this cheaper. The amount of pressure placed on contact centers to operate faster,...

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By Matt McConnell
in Best Practices / Metrics
on Nov 19, 2012

5 Ways to Thank Your Customers

During this time of year, everyone reflects on how grateful they are for loved ones and all the things that...

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By Matt McConnell
in Training / Coaching
on Nov 1, 2012

Warning: Agent Development Webinar for Call Center Outperformers Only

Note: The following blog post and its associated webinar are intended for call center outperformers only. This webinar may contain...

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By Matt McConnell
in Best Practices / Metrics
on Oct 11, 2012

3 Steps to Find Your Call Center Efficiency Sweet Spot

There’s no getting around it -- the role of a workforce manager is tough. Whether it’s the daily tug-of-war between...

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By Matt McConnell
in Best Practices / Metrics
on Sep 27, 2012

The 3 P’s of Call Center Management

You hired your agents for one primary job: to interact with your customers, handle their inquiries, and be strong representatives...

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By Matt McConnell
in Best Practices / Metrics
on Sep 25, 2012

Turnover a New Leaf: How to Reduce Attrition in the Call Center

The call center agent’s job isn’t an easy one. In addition to their primary job – interacting with customers and...

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By Matt McConnell
in Workforce Infrastructure
on Sep 6, 2012

Score Big ROI with Game Changing Strategies for Home Working Agents

An estimated 60 percent of customer contact organizations currently use at-home call center agents in some capacity. By the end...

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By Matt McConnell
in Customer Experience
on Aug 6, 2012

How Best-in-Class Contact Centers Satisfy Demanding Customers

Aberdeen Research shows an increase in customer demand for more personalized and always available customer service. Businesses that successfully address...

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By Matt McConnell
in Best Practices / Metrics
on Aug 2, 2012

7 Habits of Highly Effective Contact Center Managers

The late Stephen Covey wrote one of the most influential business management books of all time. The idea of intentional...

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