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 […]
21
Apr
5
Apr
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, […]
10
Mar
The CFO’s Role In Customer Experience and Coaching
One of the areas of business operations that is often neglected when it comes to soft skills coaching, is our […]
23
Feb
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 […]
25
Jan
Ever-Elusive Customer Experience ROI
When you’re trying to get executive commitment for your employee and customer experience improvement initiatives, what’s the first question they […]
23
Oct
BPOs, Where’s Your Value Add? Strategic Partner or Cost-Benefit?
Companies typically outsource their contact center operations for two main reasons: to improve service levels or to decrease their costs. […]