Tag: agent development

Why Customer Service Is Not an “Entry-Level” Position

Mike Aoki -

How to Make Remote Training Work for New-Hires

Mark Pereira -

Coaching During Covid-19: Six Remote-Coaching Tips For Contact Centers

Pipeline Guest Post -

After the Pandemic: How to Bring Back the Contact Center

Pipeline Guest Post -

Don’t Reduce People to Numbers… or Should You?

Mike Dershowitz -

Are Microskills the Key to Surviving the Bots?

Mike Dershowitz -
The Making of a Contact Center Superagent

The Making of a Contact Center Superagent

Susan Hash -

Turnover… But Not the Good Kind

Kathleen Peterson -
Inside View Aryka Berry, Origami Owl

Inside View: Aryka Berry, Origami Owl

Susan Hash -
5 Ways to Win with Gen Z Workers

5 Ways to Win with Gen Z Workers

Pipeline Guest Post -
Cautious Optimism… Taking Ownership of Communication

Cautious Optimism… Taking Ownership of Communication

Kathleen Peterson -
Tips and Techniques for Coaching Success

Tips and Techniques for Coaching Success

Susan Hash -

Improving Contact Center Operations: Happiness All Around to a “T”

Pipeline Guest Post -

12 Tips to Find Time for Coaching

Mike Aoki -
Call-Center-Inside-View-Feature

Inside View: DAT Solutions

Susan Hash -
Creating Career Paths for Contact Center Agents

Creating Career Paths for Agents

Susan Hash -
Contact Center Technology and Omnichannel Success

Training vs. Coaching: Which Is Better?

Benjamin Gertz -
Call Center Gamification a Holistic Approach for the Call Center Agent Lifecycle

Gamification: A Holistic Approach for the Agent Lifecycle

Susan Hash -
Frontline Coaches

New Frontline Leaders: Coaching Skills Are Critical

Susan Hash -
Call-Center-Inside-View-Feature

Inside View: Carbonite

Susan Hash -
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