Category Archives: Employee Coaching

Essential Technologies in Call Center Workforce Management

Kane Laramore — January 2, 2018 — January 2, 2018 Improved agent efficiency and productivity turn call centers from a cost into a profit. The two qualities can also create a competitive advantage, which is key priority for growing organizations. While agents hold the keys to your company’s success, they are also the most expensive … Continue reading Essential Technologies in Call Center Workforce Management

Coaching to Behaviors to Drive Metrics

by Cindy Grimm May 17, 2016May 17, 2016 In today’s fast moving and demanding marketplace, front-line employees must be equipped to handle customer requests in a more nimble, knowledgeable, and engaging manner. Simply checking the box and “processing” requests isn’t enough to keep customers happy. Engagement–being able to connect at a more emotional level–is proving … Continue reading Coaching to Behaviors to Drive Metrics