Coaching is one of the most important activities for contact center leaders but unfortunately is often neglected due to time pressures or avoidance of possible conflicts. Coaches need to prepare, execute and follow-up with a plan for each agent. Even with personalized coaching sessions, we need have certain key elements in place to see results.…
Obsessed with the Metrics or the Customer Experience?
By Melissa Kovacevic, Principal Consultant Customer Experience & Contact Center Consulting Several years ago, I walked into the office of a Contact Center Manager to review some information with him. We moved my chair around to his monitor view side of the desk so he could show me some information on his desktop. As I…
Simplicity And Consistency For Great Customer Experience
By Melissa Kovacevic, Principal Consultant Customer Experience & Contact Center Consulting I recently facilitated an Employee Feedback meeting for a client. Our discussion focused on employee observations related to Customer Experience. The feedback group included contact center agents, retail store employees and technicians. When I asked them if customers were receiving the best quality…