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 […]
13
Jul
1
Jun
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 […]
6
Apr
Solving the Mystery of the Missing Empathy
Chapter One: Detective Holmes had solved many cases and now she had been brought in to a call center to […]
6
Feb
4 Ways to Boost Cx and Operational Efficiency with Intraday Automation
Let’s pretend you’re the customer. Like most customers, you’re pretty savvy when it comes to figuring out answers on your […]
26
Jan
How to Make 2017 Your Best Year Yet with Intraday Automation
With 2017 in full swing, it’s the perfect time to take control of your frontline and make the necessary changes […]
1
Dec
7 Ways to Coach by Example
Coaching is so much more than sitting in a room and discussing skills with our agents. If a manager looks […]