Archive Tag: agent coaching

Archive Tag: agent coaching

28 Jun

Improve Employee Engagement Using Call Center Technology

Jennifer Lee

With some of the latest call center technology talk focused on Robotic Process Automation (RPA), Artificial Intelligence (AI), and chatbots–often eliminating the need for human agents–it might seem strange to think about automation and employee engagement going hand in hand.

20 Mar

Spring Cleaning Time for Call Centers

Melissa Kovacevic

Welcome to Spring! It’s time to clean the clutter and broken pieces out of our call centers and bring in […]

4 Dec

3 Ways to Help Agents Self-Coach

Melissa Kovacevic

One of the key coaching skills I discuss with managers is the difference between “telling” agents and “asking” agents. Most […]

2 Nov

Are You Using Customer Feedback to Improve Processes?

Melissa Kovacevic

Sometimes we become so involved in the design, execution and gathering of data that we may not observe what is […]

17 Oct

Fear of Coaching

Melissa Kovacevic

I love working with new coaches and helping them to become the best they can be. Most are very excited […]

13 Jul

A Rose By Any Other Name… Agent Word Choices

Melissa Kovacevic

When coaching with our agents, we have many important skills to focus on such as listening, use of empathy, following […]