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 […]
23
Feb
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 […]
14
Jul
Are You Selling Your Customer Service Team?
Global studies tell us that 78% of customers have not made an intended purchase due to a bad customer service […]
18
Jun
15 Ways to Build Employee Efficiency
Are your employees working hard, working smart, or both? In the last two months, I’ve written about employee effort and […]
16
Apr
Investing in Your Frontline Workforce is Good for Business
As companies increase their focus on improving the customer experience, frontline workforces are getting more attention. Companies are realizing that […]
26
Mar
Agent Empowerment and the Unhappy Customer
What do you do with an unhappy customer? Refunds are the easy way out. They don’t fix the problem. They […]