Career Success Comes From Slaying a Few Dragons

Wrap your head around the following: Only a few consistent practices are required for career success. The same few mistakes lead to most career failures. The American poet and playwright Edna St. Vincent Millay once said: “It’s not one damned thing after another. It’s the same damn thing, over and over.” Most, especially those starting… Read More Career Success Comes From Slaying a Few Dragons

You Are Allowed to be Creative With Side-by-side Coaching

Of all the coaching methods available at your disposal (i.e. silent monitoring then giving feedback, going over a respective agent’s customer satisfaction survey, 1:1 weekly meetings to discuss prior week’s KPI to identify / discuss areas for improvement, remedial training, etc.) for me nothing beats the numerous positive impact of side-by-side coaching. Being actually out… Read More You Are Allowed to be Creative With Side-by-side Coaching

16 Suggestions For Long-Term Agent Motivation

Efficient call center management revolves around creating an environment that motivates your agents and leadership team on a long-term basis. The cliché pizza lunch or the box of donuts place strategically next to the coffee machine has a short shelf life when it comes to an agent’s motivational health. Applying band-aid solutions, while at time… Read More 16 Suggestions For Long-Term Agent Motivation