Spring Cleaning Time for Call Centers
Welcome to Spring! It’s time to clean the clutter and broken pieces out of our call centers and bring in […]
20
Mar
Archive Author: Melissa Kovacevic
4
Dec
3 Ways to Help Agents Self-Coach
One of the key coaching skills I discuss with managers is the difference between “telling” agents and “asking” agents. Most […]
2
Nov
Are You Using Customer Feedback to Improve Processes?
Sometimes we become so involved in the design, execution and gathering of data that we may not observe what is […]
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 […]
31
Aug
Are You Showing Sincere Agent Appreciation?
We train our agents to thank our customers and show appreciation for their business. We coach to ensure that they […]