Chapter One:  Detective Holmes had solved many cases and now she had been brought in to a call center to...

During February we celebrate Valentine’s Day, a holiday focused on making people feel special by telling them and showing them...

Sometimes coaches become a little like Santa Claus. Keeping the list. Checking it twice. Knowing who has been “naughty or...

Coaching is so much more than sitting in a room and discussing skills with our agents. If a manager looks...

Even when our agents are coached and trained to provide the best customer experience, those best efforts can be in...

We know that coaching offers many benefits for our experienced agents so we design coaching programs for on-going employee development...

One of the reasons our business stays open is because someone purchases our services or products and will continue to...

There are many tech support agents who are extremely successful at creating a great customer experience over the phone. They...

We read a lot of articles about training, coaching and motivating our center agents, supervisors and leaders. One area of...

Recently I had a support team manager tell me that she had received feedback from a VP in the operations...