Team Development: Techniques Managers Forget

BY BRUCE BELFIORE | September 6, 2017 I think it was college basketball legend John Wooden of UCLA who said “coaching is teaching.” So if you are trying to build your contact center team, channel your inner teacher!
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Value/Appreciation

This area is of obvious importance to agent satisfaction. Agents tend to stay and be satisfied where they feel valued and appreciated.   
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Training and Promotions

Job initiation and career prospects are both very important to contact center agents, as they are to all employees. This category starts with questions about initial training and transition and then asks questions about the individual’s professional and ...
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Coaching is King: Skills Development Trumps Process Every Time!

Is your company more focused on skills or on process? Most managers say they concentrate on processes. Our experts suggest that when organizations become very process-oriented they also become very compliance-based, which leaves little room for valuable ...
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