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Category: Best Practices / Metrics

By John Englund
in Best Practices / Metrics
on Sep 20, 2017

Following Call Center Procedures (Including This Bad One)

Let’s face it…most agents want to be great agents. They want to keep their customers happy and that’s what we...

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By John Englund
in Best Practices / Metrics
on Sep 14, 2017

Banking on Loyalty

Welcome Financial Institution Pros! Today’s post is especially for you. In the midst of increasing usage of mobile banking and...

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By John Englund
in Agent Engagement
on Aug 31, 2017

Are You Showing Sincere Agent Appreciation?

We train our agents to thank our customers and show appreciation for their business.  We coach to ensure that they...

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By John Englund
in Agent Engagement
on Jul 13, 2017

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...

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By John Englund
in Agent Engagement
on Jun 22, 2017

AccorHotels Global Reservation Centre Takes Home Workforce Management Practices Award for use of Intradiem to Improve their Business!

Congratulations to AccorHotels Global Reservation Centre and their Workforce Planning Team. They received the New Brunswick Contact Center Association (ContactNB)...

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By John Englund
in Agent Engagement
on Jun 15, 2017

More Coaching Misses and How to Fix Them (Part 2)

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

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By John Englund
in Agent Engagement
on Jun 1, 2017

5 Ways to Reduce Agent Attrition with Advanced Intraday Automation

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

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By John Englund
in Best Practices / Metrics
on May 10, 2017

8 Qualities to Look for in an Intraday Automation Provider

Once considered an emerging technology, new to the scene within the past few years, intraday automation is no longer a...

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By John Englund
in Agent Engagement
on May 4, 2017

Coaching Misses and How to Fix Them (Part 1)

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

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By John Englund
in Best Practices / Metrics
on Apr 20, 2017

How Competitors Help Improve Your Experience

What are your competitors doing with CX? I do hope you have answers for this! But are your answers up...

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