My daughter (McKenna) is in kindergarten and her teacher (Ms. Dee) is an excellent facilitator, experienced in her role, a creative thinker and a real people person.  I appreciate the role Ms. Dee has played in both my children’s lives (she has been teaching more than 30 years).  I know that she cares and is willing to …
When I was much younger my dad would take our family on road trips that didn’t always have a finite location or a destination. Often, it was about the journey and not going somewhere specific. What made the road trips memorable were the traditions that were sure to accompany each expedition. For example, we would …
Even Michael Jordan had a coach, coaching your team is important if you want to drive continuous improvement. Effective coaching is a two-way street, where the coach offers to guide the individual and that person must cooperate and follow through. Essentially, the Coach helps the Coachee to come up with the solutions by highlighting performance …
We all know the importance of offering exceptional customer service and the countless benefits that result from doing that. Quality assurance is at the core of ensuring that your customers receive quality services. In order to fully equip customer-facing employees, coaching programs must be comprehensive. How you train your staff determines the effectiveness of the …
How to Integrate Quality Assurance and Coaching for Success Read More »
Any opportunity to improve call center operations is worth taking. Call monitoring and scorecards top the list. Call monitoring is a feature that allows you to listen in to a live call and track what matters most to the call center. The scorecard is a call scoring evaluation form that keeps track of agent’s performance. …
The Impact of Call Monitoring and Score Cards in the Call Center Read More »
High turnover is a challenge for a contact center and especially the recruiting department whom need to ensure that the companies has sufficient staff to meet all the customers’ needs. A majority of the agents in the contact center are aged between 18 years to 35 years. These are the famous generation Y, and their …
4 Tips for Reducing Attrition in the Contact Center Read More »
