Archive Tag: agent coaching

Archive Tag: agent coaching

28 Oct

4 Barriers to a Successful Gamification Program in Your Contact Center

John Wolf

The world is changing and contact centers have to keep up. Generation Y – the “Millennial” generation – has a […]

16 Sep

Is Agent Training On-Board Your CX Train?

Melissa Kovacevic

Whether you call it employee development or skills enhancement, it’s all about training our agents and leaders to be successful with […]

15 Apr

The Contact Center of the Future: Integrated Real-time Coaching

Bob Fletcher

In our ongoing Contact Center of the Future blog series, we’ll like at some key trends and discuss insights that […]

18 Mar

7 Game-Winners for Your Agent Coaching Playbook

Matt McConnell

As a call center manager, working one-on-one with your agents can be the most productivity-enhancing tool at your disposal. Call […]

16 Apr

Stop The Cookie Cutter Coaching

Melissa Kovacevic

A Quality Manager once told me, “We seem to focus on activity, not results” and unfortunately he spoke the truth. […]