Tag Archives: Coaching

3 Tactics to Level Up Your Call Center Coaching With Speech Analytics

Veronica Krieg April 1, 2021 As customer service leaders continue to embrace the life where agents can work from where they’re most comfortable, new challenges catapult to the top of priority lists. Gartner research shows in two years, nearly nine in 10 leaders think 20-80% of the customer service workforce will still work from home. … Continue reading 3 Tactics to Level Up Your Call Center Coaching With Speech Analytics

How to Develop Your Coaching Sales Funnel to Increase Profits

Karen Repoli February 1, 2021 Just as with every aspect of your business, your coaching programs should offer several levels of commitment, from free to high-end VIP days or mastermind retreats. Doing so helps new potential clients move from “getting to know you” to “raving fan” more easily, and helps ensure you always have a … Continue reading How to Develop Your Coaching Sales Funnel to Increase Profits

How to Maximize Your Coaching and Training Success for 2021

Colleen McKenna November 6, 2020 2020 took us all by surprise in so many ways. While I know it will be different, I’m ready for 2021 and the opportunities that I’m certain will be revealed. I understand many people may not feel optimistic. We’ve taken on unfamiliar challenges, and careers have gone awry. I have … Continue reading How to Maximize Your Coaching and Training Success for 2021

How to Coach the Coaches: What You Can Do to Improve Your Coaching Skills to Help Supervisors and Agents Boost Satisfaction in Your Contact Center

Ellen Christenberry October 22, 2020 When I worked my first customer-facing job, I was on the verge of quitting every other week. The pay and benefits were good, the hours were flexible, many of my co-workers were fun. So what was the big deal? My supervisor. While I liked my supervisor as a person, and … Continue reading How to Coach the Coaches: What You Can Do to Improve Your Coaching Skills to Help Supervisors and Agents Boost Satisfaction in Your Contact Center

How Managing and Coaching to Agent Performance Metrics Amplifies Your Call Center’s ROI

Veronica Krieg October 12, 2020 Almost 80% of your agents show up to work without knowing what’s expected of them. Too many business leaders see the contact center as a cost center, so developing and investing in agent performance falls off the radar. The less money you spend in the contact center, and the more … Continue reading How Managing and Coaching to Agent Performance Metrics Amplifies Your Call Center’s ROI