Tag: coaching

Customers typically leave due to price, product or service issues. As a contact center leader, you may not have direct control over price setting...

Even as local economies begin phases of reopening, COVID-19 is keeping most of us in our homes for the foreseeable future, and as a...

Early in 2020, Pipeline published results from the 2020 Contact Center Challenges & Priorities survey and declared 2020 the “Year of the Agent.” The...

These are difficult times, and our anxious customers need us more than ever. Some of them need help with a simple task, like: “How...

FACT: Stress is a huge side-effect of any sudden change. We all react to stress differently. Have you noticed an occasional change in behavior...

The Covid-19 pandemic created significant shifts in how we work. As businesses scrambled to set up employees to work from home, there was little...

Contact Center Pipeline’s AUTHOR WALL OF FAME Mike Aoki is President of Reflective Keynotes Inc., a Canadian training company that helps contact centers improve their sales...

According to the Merriam-Webster dictionary, “coming of age” is defined as the attainment of prominence, respectability, recognition or maturity. It means something has reached...

When the topic of automation comes up, people often ask about the impact on agent engagement. Engagement is becoming increasingly important as it relates...

I hated receiving quality assurance (QA) evaluations when I was an agent. Even though I got a good score, the process was based on...

Early in my management career, I followed the Golden Rule: Treat others as I would want to be treated. I believed that if I...

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...

May is generally an event-loaded month for the industry. It’s also a time when blog readership spikes. This month, we saw a great deal...

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

There is no question that managers wield a powerful sword. In fact, 75% of voluntary turnover is attributed to poor employee-manager relationships. (You read...

Company cultures and leadership styles tend to shift over the years as they adapt to the behaviors and expectations of the dominant generation in...

Anyone who manages, or has managed, a school or community athletic program no doubt is already aware of Gopher Sport’s products and their reputation...

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

The idiom “add fuel to the fire” dates back to Roman times. The expression, as defined by the American Dictionary of Idioms, means to...

Passing the baton” refers to handing over a particular duty or responsibility to someone, as in a relay race. Years ago, I devised a...