Tag: agent development

The contact center environment can be hectic—you probably have don’t have much time or patience for a third-party outsourcer telling you how to “transform”...

Customer experience, employee engagement and sales results are driven by effective coaching. Coaching helps develop your agents’ skills. Done right, it also improves morale...

In the B2B world, where businesses tend to compete on price, DAT Solutions stands out as a shining example of a service-oriented company that...

There is no doubt that technology has accelerated the pace of change in contact centers. Yet when it comes to the human element, some...

Training and coaching are two different approaches, but people often use the words interchangeably—and even worse, they use the tactics interchangeably. Let’s clarify our...

Climbing a traditional career ladder is not for everyone. Some agents may be perfectly content to spend their entire careers in the contact center...

Coaching is a key role for frontline supervisors, yet few newly promoted contact center leaders receive formal training in coaching techniques. New supervisors who...

Trust is the most critical factor when it comes to choosing an online backup service. Customers rely on the provider’s solutions to protect their...

Service is delivered through people. Despite all the advanced technology and Six Sigma processes that we institute in our contact centers, the frontline agent...

“Well, you know, it is a call center.” That phrase always seems to be uttered at some point when discussing turnover at a contact...

Whether you’re in a restaurant, hotel, on a factory floor or dealing with local law enforcement or emergency services professionals, employees’ work uniforms influence...

In early April, interest in agent development rose to the top of the charts on the Pipeline blog—from insights about ensuring that the right...