A Rose By Any Other Name… Agent Word Choices
When coaching with our agents, we have many important skills to focus on such as listening, use of empathy, following […]
13
Jul
Archive Author: Melissa Kovacevic
6
Apr
Solving the Mystery of the Missing Empathy
Chapter One: Detective Holmes had solved many cases and now she had been brought in to a call center to […]
13
Feb
Are You a Manager with Heart?
During February we celebrate Valentine’s Day, a holiday focused on making people feel special by telling them and showing them […]
1
Dec
7 Ways to Coach by Example
Coaching is so much more than sitting in a room and discussing skills with our agents. If a manager looks […]
29
Sep
Proactive New Hire Training and Coaching = Engaged Agents
We know that coaching offers many benefits for our experienced agents so we design coaching programs for on-going employee development […]
20
Jun
How to Keep WFM Employees Engaged
We read a lot of articles about training, coaching and motivating our center agents, supervisors and leaders. One area of […]