Posted by & filed under Contact Center.

I first heard the platitude quoted in the title of this post many years ago. Back then, the athlete used as an example was Tiger Woods, as in “Even Tiger Woods needs a coach.” It’s a little trite, but if you look at it closely, it actually has a lot of merit.

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Posted by & filed under Technology.

    The start of a new year always triggers several publications to predict what the next twelve months will hold in store in the areas of customer experience and customer service. Organizations like Forrester and Forbes provide rich reading as they describe what’s trending in the industry.

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Posted by & filed under Call Center, Employee Ownership, Uncategorized.

Millennials now represent the largest percentage of the workforce   Did you know that millennials are now the largest generational group in the workforce? Yes, those youngsters that we knew were coming have now arrived. They took over their top position in 2015, when the millennial workforce swelled to 53.5 million (source: Pew Research). Some... Read more »

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Posted by & filed under Call Center, Contact Center, Employee Ownership.

Learn from listening to your agents in action Supervisors conduct side-by-sides with their customer service agents, especially new ones, as a normal part of business. Plugging in and listening to calls in real-time allows supervisors to give immediate feedback about quality and adherence to procedures. But side-by-sides shouldn’t just be a supervisor activity. The combination... Read more »

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