Archive Tag: agent performance

Archive Tag: agent performance

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 […]

1 Jun

5 Ways to Reduce Agent Attrition with Advanced Intraday Automation

Adrienne Sallerson

Workforce attrition can wreak havoc on any business, and this is especially true for call centers where it continues to […]

21 Apr

Coaching Social Customer Service Agents

Melissa Kovacevic

Coaching in our centers can involve a wide variety of coaching activities and communication skills. Our agents may be focused […]

28 Jul

Manual Contact Center Productivity Tools Aren’t Fit for the Modern Era

Jim Tincher

Here’s the story: A health insurance company came up with an innovation for their health savings accounts, allowing account holders […]

18 Jun

15 Ways to Build Employee Efficiency

Annette Franz

Are your employees working hard, working smart, or both? In the last two months, I’ve written about employee effort and […]

11 Jun

Solving BPO Challenges with Intraday Automation

Bob Fletcher

The outsourcer’s role of handling a client’s customers for them is unique – and this relationship brings its own set […]