Automation, digitization, WFH, and rising expectations are reshaping the business customer experience.

How task mining and RPA can help agent productivity, and ultimately the customer experience in contact centers.

Influence occurs when you are authentic, as you invest in others. It is the ability to have a positive impact on others or to gain their buy-in.

For supervisors, navigating constantly changing and ambiguous circumstances adds to the stress load.

Delivering ‘peace of mind’ uniquely through the human connection generally results in lasting customer relationships and greater satisfaction.

Training sessions are never the destination; they’re the start of the journey.

Leaders who are aware of their tendencies, biases and blind spots tend to be more open to growing into the best version of themselves.

Some stories help explain a topic, but those that make a more significant impact start with a problem and later reveal the solution.

Amazing team leaders always remember that they are leader, coach and mentor.

AI is taking on transactions formerly done by tier 1 agents, and agents are now moving up to tier 2 customer interactions.

The conversation running in my head kept me from listening to what the agent said.

Developing skills takes time and continuous effort and can never be obtained from attending a workshop, in-person or virtual.

Injecting more than the usual amount of knowledge checks into the middle of presentations helps to keep the class engaged and makes learning a two-way exchange of information.

How you treat your best employees during a downturn will influence whether you retain them when times get better.

51% of employers don’t offer soft skills training or training that teaches essential communications skills. COVID-19 is giving businesses a reason to ramp up this training.

When agents feel like they are capable of doing the work, because they have the numbers to prove it, they perform beyond expectations.

Even when your agents know what to do, they still want to receive more constructive feedback.

Not everybody is ready to face themselves and to move beyond the things that got them incarcerated in the first place. But many people are, and Televerde gives them that chance.

Focus on the experience the member is having with your company. Put yourself in their shoes and make it an experience that you’d want to have if you were that customer.

We need to move the conversation about learning away from its role in onboarding and instead focus on support throughout the entire agent experience, from their first day forward.

Coaching must be a back-and-forth dialogue between the supervisor and agent to come up with a solution.

We are now in a social environment in which conversation has morphed into text messages, social media postings, photos and “emojis.”

Smart employee engagement strategies focus on whether employees have emotional ties to their job.

Many leaders position customer service courses from the perspective of the company and its customers.

People are hungry to find ways to be helpful and to serve one another better, whether it’s their customers, family members or fellow employees.

Invest in your team’s skills so that your agents can provide a better customer experience.

I realized that a truer sense of leadership is getting to know people on a deeper level and finding out what is meaningful to them.

A good coach knows when to offer constructive criticism, but a great coach knows when to celebrate the wins and achievements of his or her team members.

To determine whether your employees are lacking from training or coaching, the first step is to assess where they are in the learning and development process

When you do the same thing, day in and day out, without ever taking time to objectively look at it and clean it up, you really create a mess over time.

Any opportunity I have to encourage, enlighten or connect with my team, I try to do it, because I was in the role. I understand.

There is a limit to how much any learner can absorb in a given session, and all good instructors build lessons around these limits of attention span, memory and cognitive overload.