Tag Archives: Management

5 Tactics to Pocket for Future Coaching Sessions with your Agents: Coach Using Data to Improve Employee Performance Management in your Contact Center

Coaching Techniques

Veronica Krieg — January 27, 2020 Only one in four employees think that their managers deliver meaningful feedback, or that the feedback they get helps them work better. What’s worse, a slim 21% of employees think their performance is managed in a way that motivates them to do outstanding work. Contact center managers struggle to … Continue reading 5 Tactics to Pocket for Future Coaching Sessions with your Agents: Coach Using Data to Improve Employee Performance Management in your Contact Center →

Making Risk Management Less Risky with Anticipation

Risk Management

Daniel Burrus — January 17, 2020 One of the central principles of the Anticipatory Organization Model is to move beyond the idea of mere competition. By that, I mean going past the idea of measuring your organization’s success and performance against others. Instead, set your own standards through transformational planning and ongoing innovation. In so … Continue reading Making Risk Management Less Risky with Anticipation →

Fast Growing Businesses Have Unique Performance Management Training Needs

Growth Strategy

Michael Kelly — January 13, 2020 Recent research from the World Economic Forum has found that one of the greatest impediments to scaling a fast-growth company is talent management. In their study of nearly 200 hypergrowth companies the Forum found that 55% of these companies were struggling with talent challenges. Part of the challenge for … Continue reading Fast Growing Businesses Have Unique Performance Management Training Needs →

A Guide to Change Management in Your Contact Center: 4 Strategies to Align People and Processes as You Move your Tech to the Cloud and Mature your Systems this Year

Change Management

Veronica Krieg — January 10, 2020 More than 80% of CX professionals said they were starting or in the middle of a digital transformation project in 2019. And, the focal point for these transformative moves is improving customer experience. As disruptors and new competitors emerge in markets, companies continue to seek out ways to level … Continue reading A Guide to Change Management in Your Contact Center: 4 Strategies to Align People and Processes as You Move your Tech to the Cloud and Mature your Systems this Year →

Start 2020 Off Right With a Focus on Knowledge Management

Knowledge Management

Paul Selby — January 7, 2020 Image by PublicDomainPictures from Pixabay Customer service agents field inquiries from customers multiple times per day. Online communities overflow with customer questions. In both situations, these are often the same, repeated issue. But that doesn’t mean new problems aren’t also cropping up a solution. This is where a strong, … Continue reading Start 2020 Off Right With a Focus on Knowledge Management →

What’s in the Future for Performance Management?

Performance Management

Hassan Mansoor — December 30, 2019 Follow @Hassan_Mansoor1 geralt / Pixabay The world of enterprise is moving ever so fast. According to the report Performance Management’s Digital Shift by McKinsey & Company and MIT Sloan Management Review, steering your company to success nowadays takes less gut feeling and a more data-based approach. Naturally, such an … Continue reading What’s in the Future for Performance Management? →

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