Music Lessons for Call Center Coaches - Hitting the High Notes!

BY CHRIS TOMSA | September 21, 2017 Some articles give you pointers on how to manage. This article will give you a creative new way to think about managing. How often do we watch a great musical performance without considering the countless hours of training, ...
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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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Agent Motivation Muddle: Don’t be the Monkey in the Middle.  Five Steps to Move From “This Stinks” to Success

If you have an issue with agent motivation, it can weigh you down in really unpleasant ways. Going to work isn’t fun for you, interactions are strained and performance is low. Those poor or mediocre reviews of your center on social media sites don’t help ...
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The Agent Turnover Tornado: This Hurricane Can Hurt You

Four Ideas to Help Retool Your WFM Planning for the Coming Storms I was struck by a report that tornadoes were spawned from Hurricane Harvey in Texas. As if a hurricane is not already too much! The idea that a concentrated danger can be found within a broader ...
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How To Motivate Call Center Agents

“Motivation is the art of getting people to do what you want them to do because they want to do it.”  Dwight D. Eisenhower
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