This month, our top blog posts are all about the people in our industry. Our authors share insights on everything from agent hiring and coaching, to creating a diverse, equitable, and inclusive culture and environment where everyone is welcomed, heard, and valued. Our authors also share tips for showing empathy to our customers (a timeless favorite article on the blog) as well as closing the engagement capacity gap. To round it out, our readers this month are interested in making the most out of their new tech investments.
12 Tips to Find Time for Coaching
Customer experience, employee engagement and sales results are driven by effective coaching. Coaching helps develop your agents’ skills. Done right, it also improves morale and employee retention. However, coaching needs to be done on a consistent basis. You wouldn’t exercise just once in a lifetime and say that you were done. The same is true for coaching agents. Frequent coaching is more effective than one big monthly or yearly review. However, where do you find time to coach? Here are 12 tips that can help:
20 Empathy Statements to Show Stressed-Out Customers That You Care
These are difficult times, and our anxious customers need us more than ever. Some of them need help with a simple task, like: “How do I add a new driver to my auto insurance policy?” Others need help solving a problem: “Why was I charged twice for inflight WiFi?”
Is Your Contact Center Thriving in the “New Normal”?
It seems evident that many of the recent changes we’ve seen in the contact center over the last two years are very likely to continue, at least for the foreseeable future, as our “new normal.” But, even before the pandemic, organizations were being challenged by shifting workforce dynamics. This includes the explosive growth in the number of engagement channels and customer interactions while budgets and resources were increasingly limited — what we at Verint® call the “Engagement Capacity Gap™.”
Having That DE&I Conversation…
I feel like I talk about the topic of diversity, equity, and inclusion (DE&I) more than I care to. Not because it’s not an important topic or even because I’m not passionate about it (because if truth be told it’s one of the main reasons why my company, Solid Rock Consulting, even exists today).
Making the Most Out of Your CCaaS Investment
The demand for digital transformation is driving new investments and strategies aimed at modernizing today’s contact center, namely shifting functionalities to the cloud and leveraging artificial intelligence (AI).