Tag: coaching

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...

I am fortunate to have raised two boys who are growing up to be fine young men. Some of the lessons I learned in...

If there is one thing that Alorica’s VP of Talent Acquisition Teri Morse believes is the “secret sauce” for attracting and retaining millennial employees,...

I think it’s safe to say that millennials are a force to be reckoned with. Often referred to as “Generation Disruption,” their influence on...

Agent training, development and engagement were top of mind for Pipeline blog readers this month. One of our most popular authors, Mike Aoki, contributed...

I knew I was in trouble! I was driving down the highway with my lovely wife, Jana, when we spotted a traffic jam up...

There is no such thing as, “just an address change” or a “simple customer question.” Every interaction is a loyalty situation: How that interaction...

Our latest webinar, Bringing Quality Monitoring into the heart of the Contact Center, was packed with an array of knowledge and best practice techniques...

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...