CCNG
APRIL 5, 2023
When we witness similar behavior from someone else, whether it’s directed at us or another person, it triggers painful memories that cause us to react in unhealthy ways. Triggers can be so deeply ingrained that it takes coaching or therapy to create awareness. We may have been bullied as a child or were in an abusive relationship.
CCNG
APRIL 19, 2023
They are a careless and lackluster team with a sarcastic coach who grows frustrated with the responsibility to produce a respectable team. Taking time to talk with team members about their personal lives, goals, and accomplishments is key to creating engaged and motivated teams.
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CCNG
NOVEMBER 9, 2022
Integrate holistic coaching, intelligent workflows, gamification, performance-based compensation and other capabilities to engender teamwork, accountability and collaboration. Engage employees continuously via coaching, polls, surveys and informal check-ins. Gather in person.
CCNG
APRIL 20, 2022
This King of Rock' n Roll quote may be the purest basis for considering any personal or business challenge. For example, a digitized agent coaching system enables team leaders to document their support interactions with agents and simultaneously capture key metrics about every touchpoint relevant to their routine.
Speaker: Dave Hoekstra, Calabrio
How can I make conversations personal over video? How can I make coaching as effective when not in person? The topics discussed during this webinar replay include: Do I need to score more calls when my agents are working from home? Are there tools that can help me keep track of things more efficiently?
CCNG
OCTOBER 12, 2022
If a leader is good at coaching, let them do the coaching piece of leadership on their team. This is also a good way for these combo team leaders to help mentor and coach their counterparts. Perhaps one leader wants to lead the coaching for the organization while the other one wants to eventually be a business analyst.
CCNG
SEPTEMBER 27, 2023
When the customer finally gets a hold of a live person, the agent needs to calm down the frustrated customer before they can help them. Vicki Brackett is a contact center industry veteran, a long time CCNG member and regular contributor in member programs and events. This can add another 30 to 45 seconds to the call.
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