Tag: agent development

The universal agent is certainly not a new concept for contact centers. Next-available agent routing models have long relied on the use of experienced...

The word “turnover” can make either your mouth water or your head hurt. Blueberry turnovers are one of my favorite sweets in the summer…...

In today’s customer experience era, the impact of a committed, people-focused culture is undeniable. Top customer-centric brands typically attribute much of their success to...

Gen Z is known as the fastest-growing workforce in America right now. And although many employers might feel daunted by the influx of new...

Cautious optimism is defined as “a feeling of general confidence regarding a situation and/or its outcome coupled with a readiness for possible difficulties or...

Coaching agents is arguably the most critical responsibility for frontline contact center management. Effective coaching is known to foster agent engagement, reinforce and expand...

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...