Tag: coaching
What Parenting and Leadership Have in Common
I am fortunate to have raised two boys who are growing up to be fine young men. Some of the lessons I learned in...
Making the Millennial Connection: Culture
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,...
Making the Millennial Connection: Leading Your Agents
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...
Top 5 Posts in August
Agent training, development and engagement were top of mind for Pipeline blog readers this month. One of our most popular authors, Mike Aoki, contributed...
Coaching? Don’t Make Your Agents Defend Stupidity
I knew I was in trouble! I was driving down the highway with my lovely wife, Jana, when we spotted a traffic jam up...
How to Improve Your Center’s Loyalty and Retention Rates
There is no such thing as, “just an address change” or a “simple customer question.” Every interaction is a loyalty situation: How that interaction...
Bringing Quality Monitoring into the Heart of the Contact Center
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 vs. Coaching: Which Is Better?
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...
The 4 Steps to Replacing a Stale Coaching Program
As I travel and speak with contact center leaders around the world, a very vocal set of customers tell me that their call recording...
5 Ways to Get More Out of Your Agent Training
When trying to meet and improve service level agreements, reviewing agents’ performance and providing adequate training is imperative for success. Unfortunately, making time for agent...
A Culture of Trust
Few doubt the importance of trust in the success of a contact center. It is one of those foundational elements that may be difficult...
Inside View: Nicole Berry, Sedgwick Claims Management Services Inc.
The ability to think strategically, solve problems, provide effective feedback and motivate staff—these are the marks of a good leader. What separates good from...