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Category: Agent Engagement

By John Englund
in Agent Engagement
on Jun 7, 2016

3 Ways to Find Your Customer Service Superstars

Do you know what your customers talk about after interacting with your company? Most likely, one of two things happens. They...

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By John Englund
in Agent Engagement
on May 19, 2016

Why Operations VPs Need To Encourage Internal Customer Service Excellence

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

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By John Englund
in Agent Engagement
on May 5, 2016

WFM: From the Back of the Bus to Driving the Bus

Research shows that 85% of organizations view the customer experience provided through the contact center as a competitive differentiator. Yet...

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By John Englund
in Agent Engagement
on Apr 28, 2016

Are Millennials Changing the Way We Design Experiences?

Do millennials really approach everything differently than generations before them? Or are the challenges of designing for them simply the...

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By John Englund
in Agent Engagement
on Apr 21, 2016

Coaching Social Customer Service Agents

Coaching in our centers can involve a wide variety of coaching activities and communication skills. Our agents may be focused...

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By John Englund
in Agent Engagement
on Apr 5, 2016

Go and See for Yourself

I recently came across the Japanese terms genchi genbutsu and genba; they're both key principles of the Toyota Production System,...

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By John Englund
in Agent Engagement
on Mar 29, 2016

The Good, The Bad and The Ugly Leadership Fails

In honor of April Fool’s Day, I thought I’d share some of the most foolish things I’ve seen center leaders...

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By John Englund
in Agent Engagement
on Mar 22, 2016

Stress in the Contact Center and What You Can Do About It

Anyone who has ever worked in a contact center knows stress. Being a workforce manager is like working in a...

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By John Englund
in Agent Engagement
on Feb 23, 2016

The Challenges of Employee Retention

The phrase "employee retention" sends shivers down the spines of some folks. And it ought to. Employee turnover is expensive...

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By John Englund
in Agent Engagement
on Jan 12, 2016

Waterfall Coaching For Agent Engagement

One of the greatest opportunities for agent engagement — and yet from my observations, the least implemented — is the consistent involvement of top leadership...

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