coaching
#17 MENTORSHIP 101: FINDING THE RIGHT MENTOR AND BUILDING GENUINE CONNECTIONS with Judith Platz
April 13 by Grace GilbertFind the right mentor for you with this new episode of the CCWomen podcast, featuring Judith Platz.
Special Report: New Tips for Agent Training and Coaching
October 31 by Brooke LynchThe agent experience has drastically evolved. Agents are now engaging with customers across different platforms, working on new channels and navigating heightened expectations....
Special Report: Coaching For Next-Generation Agents
December 29 by Brian CantorBy so radically shifting the contact center landscape, these trends naturally have enormous ramifications for contact center coaching.
The Right and Wrong Ways to Use Customer Analytics
March 13 by Brian CantorHow can you use customer analytics to improve call quality, conversation rates and agent performance? HomeAdvisor, CallMiner and CCW Digital discuss strategies in this exclusive interview.
Q&A: Beachbody On Handling Customer Escalations, Inspiring Agent Development
October 01 by Brian CantorThe contact center can be challenging. Customers can be emotional -- and even hostile. New systems and processes can be difficult. Performance objectives can be daunting. For many, however, it repres...
7 Tips For Being More Assertive (And Successful) In Customer Service
January 08 by Steve DiGioiaBeing assertive is challenging for many individuals.It can be a particularly daunting task for customer service representatives. Not simply restricted by their own ability to be assertive, these...
Creating Quality Customer Service Interactions With DiSC
May 18 by Nate BrownThere is a plethora of training options available to service leaders who are looking to enhance the communication skills of their agents. Having had exposure to many of these, DiSC is my top cho...
A Better Way To Think About The Customer Experience
April 26 by Brian Cantor“It’s a business. It ain’t UNICEF.”Yes, I just quoted “Joe Dirt” on an article written for a community of professionals. No, I am not sorry.No matter how silly the movie, the aforementione...
5 Things Agents Should Never Have to Say
April 30 by Brian CantorCountless articles detail things an agent never should say to customers. Predicated on the notion that the contact center’s paramount objective is to satisfy customers, these articles stress...
7 Things Good Contact Center Agents Do (That Bad Ones Don't)
February 26 by Brian CantorContact center professionals know an agent is never solely responsible for what transpires in an interaction. Agent demeanor and skill level indeed matter, but they cannot entirely account for the...
5 Ws of Contact Center Agent Engagement
November 04 by Brian CantorAs everyone within the contact center profession knows, "happy agents = happy customers." Knowing that and understanding that, unfortunately, prove to be two vastly different things. The notion...
Potbelly Empowers its Employees, Makes Customers Hungry for More
October 20 by Brian Cantor"Just so you know, your lunch will be on us today."She was not responding to a formal customer complaint. She was not echoing an offer approved by her supervisor. The Potbelly Sandwich Shop employee r...