Archive Tag: call center coaching

Archive Tag: call center coaching

5 Sep

UK Utility: Weathering the Storm with Real-Time Automation

Jennifer Lee

Mother Nature doesn’t adhere to WFM planning processes, and can unleash nasty storms with little warning or time to prepare. […]

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 […]

1 Dec

7 Ways to Coach by Example

Melissa Kovacevic

Coaching is so much more than sitting in a room and discussing skills with our agents. If a manager looks […]

29 Sep

Proactive New Hire Training and Coaching = Engaged Agents

Melissa Kovacevic

We know that coaching offers many benefits for our experienced agents so we design coaching programs for on-going employee development […]

10 Mar

The CFO’s Role In Customer Experience and Coaching

Melissa Kovacevic

One of the areas of business operations that is often neglected when it comes to soft skills coaching, is our […]

12 Jan

Waterfall Coaching For Agent Engagement

Melissa Kovacevic

One of the greatest opportunities for agent engagement — and yet from my observations, the least implemented — is the consistent involvement of top leadership […]