Tag Archives: agent

The 5 Ps of Choosing a Registered Agent for Your Business

James Gilmer June 30, 2020 One of the most basic requirements of setting up a business or nonprofit is appointing a registered agent for service of process. When you register a legal entity in any U.S. state, you are required to list a physical address where courts, government agencies, and process servers can get in … Continue reading The 5 Ps of Choosing a Registered Agent for Your Business →

What to Say in Call Center Performance Reviews: How to Use Agent Strengths to Inspire Better Performance During your Development Conversations

Call Center Management

Veronica Krieg — June 16, 2020 Companies who strategically invest in employee development see 11% higher profit than those who don’t. And, they’re 2x more likely to keep employees in their seats. Investing in your employees brings clear and quantifiable returns – we’ve said it before, and we’ll say it again. And again. (And probably … Continue reading What to Say in Call Center Performance Reviews: How to Use Agent Strengths to Inspire Better Performance During your Development Conversations →

4 Mistakes You’re Making with Dashboards & Reporting: Use Data to Up-Level Call Center Agent Performance (Not to Feed a Cycle of Brain-Drain)

Agency Business

Veronica Krieg — May 18, 2020 Throwing a cloak of invisibility over your metrics drains agent performance. When your agents don’t know how they’re measured or what metrics to hit, burnout looms on the horizon and agents can’t reach their full potential. It’s not for a lack of effort, though. It’s because they don’t have … Continue reading 4 Mistakes You’re Making with Dashboards & Reporting: Use Data to Up-Level Call Center Agent Performance (Not to Feed a Cycle of Brain-Drain) →

Do Your Reports Spark Joy? Tidy Up Your Reports to Reduce Call Center Stress and Boost Agent Engagement

Call Center

Laura Krajewski — March 3, 2020 I have a bad habit of biting my nails. I know, I know, I need to stop. Every couple of days I say to myself, this is it. I’m not going to bite them anymore. But then, I’ve got a handful of impending deadlines, a meeting I’m dreading with … Continue reading Do Your Reports Spark Joy? Tidy Up Your Reports to Reduce Call Center Stress and Boost Agent Engagement →

Don’t Hold Back in the New Year: Conquer These 4 Call Center Projects and Boost your Agent and Customer Experience in 2020

Customer Experience

Laura Krajewski — January 9, 2020 The ball dropped and like that, we’re in a new decade! Each new year comes with new goals. I’m not only talking about losing the 5 extra pounds we gained from eating all those Christmas cookies. And, I’m not referring to the resolution you made about watching just a … Continue reading Don’t Hold Back in the New Year: Conquer These 4 Call Center Projects and Boost your Agent and Customer Experience in 2020 →

Marketing operations as the agent of change

Change Management

Change agents communicate compelling reasons for change, continually explore new ideas and take ownership with transparency. Debbie Qaqish on May 28, 2019 One of my key takeaways from attending Martech West was that change management is no longer a dirty word. In addition, I see marketing operations in the unique position to lead explosive … Continue reading Marketing operations as the agent of change →

3 Types of Call Center Agent Applicants You Shouldn’t Hire

Effective Hiring

by Suzanna Colberg April 1, 2016April 1, 2016 Your call center agents drive a great deal of your business’s success. In recent years, you’ve probably noticed less-than-stellar customer service interactions can go viral in a matter of hours. But when customer service goes right, the results can be seen everywhere from your profit margins to … Continue reading 3 Types of Call Center Agent Applicants You Shouldn’t Hire →

How To Be an Effective Change Agent

Productivity

Eric DouglasAugust 25, 2015 By definition, leaders are change agents. Whether it’s launching a new program, entering a new market, or restructuring an organization, leaders have to navigate complex change. To do this well, it’s useful to think about the fact that change needs to be managed effectively at three different levels: the strategic level, … Continue reading How To Be an Effective Change Agent →

How To Become A Top Producing Agent By Following Up

Sales Strategy

Adam DukesMay 16, 2015 This is part of my daily email series where I share tips on how you can close ONE additional transaction per month. Not selling hopes and dreams here — just real, practical business advice. You can sign up for the FREE daily tips here It’s cliche, and I am sure you … Continue reading How To Become A Top Producing Agent By Following Up →

Neither Shaken nor Stirred: The Blended Omnichannel Agent

Email Marketing

Tom HustonApril 7, 2015 In the history of CX, there have never been more ways for agents to engage with customers than there are today. As new technologies emerge and integrate themselves into CX workflows, they’re expanding and enhancing the existing toolkit more than replacing old tools, granting both customers and support personnel more channels … Continue reading Neither Shaken nor Stirred: The Blended Omnichannel Agent →