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Author: Melissa Kovacevic

By Melissa Kovacevic
in Training / Coaching
on Jun 9, 2015

Home-Based Heroes Need Agent Coaching Love, Too!

It’s hard enough to coach with agents in your center who sit close by, but it can be even more...

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By Melissa Kovacevic
in Corporate Culture
on May 11, 2015

Complete Agent Disengagement in One Email

I recently saw an email that was a good reminder to all of us that the words we choose to...

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By Melissa Kovacevic
in Innovation
on Apr 14, 2015

Don’t Let Self-Service Channels Become “No Service”

During the focus groups I've facilitated for clients, one of the common questions that customers ask is, “Why doesn't (company)...

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By Melissa Kovacevic
in Training / Coaching
on Mar 10, 2015

Contact Center Coaching Needs “The Right Stuff”

Coaches "with the right stuff" help to ensure that our centers provide consistently excellent customer experiences. Few new coaches are...

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By Melissa Kovacevic
in Customer Experience
on Feb 10, 2015

Old-School Empathy is Still “In” for Agent / Customer Interactions

Our customers judge us on many moments of truth: timeliness, follow-up, accuracy, solving their problems and of course how we...

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By Melissa Kovacevic
in Corporate Culture
on Jan 13, 2015

5 Things Frontline Leaders Can Do to Help Agent Attrition

I love working with front-line supervisors and managers who are learning how to be more effective coaches. Most are eager...

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By Melissa Kovacevic
in Customer Experience
on Dec 2, 2014

Why Every Employee Needs Customer Engagement Training

One of my favorite customer service quotes is by Karl Albrecht, founder of the Aldi supermarket chain, who wisely said,...

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By Melissa Kovacevic
in Customer Experience
on Nov 11, 2014

Dear Doctor: Stop Making Patient and Employee Experience So Painful

I’m certain very few of us enjoy going to the doctor’s office for an exam or a medical need. Unfortunately...

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By Melissa Kovacevic
in Best Practices / Metrics
on Oct 14, 2014

The Multi-channel Agent: Are Your Canned Emails and Chats Past the Fresh Date?

Let me begin by saying that it makes perfect sense to have a knowledge base for multi-channel agents, with some...

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By Melissa Kovacevic
in Training / Coaching
on Sep 16, 2014

Is Agent Training On-Board Your CX Train?

Whether you call it employee development or skills enhancement, it’s all about training our agents and leaders to be successful with...

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