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, […]
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 […]
12
Jan
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 […]