Welcome to the follow-up to “Coaching Misses and Fixes.” Last time we looked at some of the coaching improvement opportunities....

Workforce attrition can wreak havoc on any business, and this is especially true for call centers where it continues to...

One of the most important jobs we have as leaders is to make sure we are coaching successfully with our...

Being an agent is hard. Every day you work with customers who are frustrated because another part of the company...

Tour de Forefront - from New York to Chicago… "None of us is as smart as all of us." Ken...

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

“The goal should not be to remove humans from the equation, but [to] empower human beings who actually have a...

Frontline employees need a strong mentor. Merriam-Webster defines the word mentor in the following way: “a : a trusted counselor...

Last month I led a journey mapping workshop at the ICMI conference. It was a ton of fun, as we...

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