A Sponsored Q&A with WiserOwl Founder, Robert Bradshaw

Agent Response to Outdated KPIs.

Two powerful changes we can make to support our frontline.

Time to explore the possibility of “good turnover” in your center.

New dynamics are challenging the ability to support winning customer experiences.

How AI-driven behavioral analytics can improve the experience of agents in the new normal.

How best to manage contact center workforce challenges

How to balance the multiple coaching tasks

How to empower new employees to understand “who” and “why”

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

Can you still maintain rapport with unhappy team members, other team leaders or your manager? Yes, you can—the key is how you communicate with them!

We hire amazing people and then stop them from using the strengths we so value. The outcome is a demotivated employee who either leaves for a better role, or worse, stays but disengages.

How do I calculate return on investment? By smiles, laughter, appreciation and camaraderie.

It’s important to make sure lack of will isn’t masquerading as lack of skill.

Be a knowledge broker, looking for ways to facilitate knowledge.

Understanding communication styles and needs based on personality temperament is very helpful as we navigate through stressful times.

Even though artificial intelligence has its advantages, it does not have the capacity to show compassion, encouragement or patience to a hurt world.

We’re always looking for ways to make the process easier for customers, to minimize any friction and deliver a positive experience.

The key to all voice interactions is to reflect positivity and optimism by using words and phrases that build, not break.

Why devote so many resources to delivering a quality service experience only to fumble the final touchpoint?

Having your scripting online is one of the most important things you can do to ensure the success of your sales or customer service agents.

Our daily huddles contribute a lot toward bringing together a diverse group at different locations. You’ve got to have that daily touchpoint to keep everyone on the same page.

In order to follow the Platinum Rule, you must first understand your team’s personalities and how they prefer to be managed.

Getting people to believe in an organization starts with having a vision of what the organization is going to accomplish.

Coaching is how you empower, and empowered employees will be the spark for companywide success and growth.

Practical, actionable advice for positive coaching and feedback results.

Invest in your people by applying a Continuous Cycle of Improvement.

Losing employees is expensive and can cost a single contact center more than $300,000 a year to recruit and train new agents.

A well-designed and well-maintained quality program can add tremendous value, but only if it pulls in information that then drives new behaviors or processes.

Companies are using enterprise social networks to communicate and collaborate regardless of where people sit.

There is no more important factor in today’s healthcare contact center than training, and it is far too often given short shrift.

Flexibility in the face of condensed timelines—typically a new program launch with little notice—requires an innate “readiness” that can only be achieved when contact...

When complacency dominates a culture it is insidious and has a gradual and cumulative effect. Change is resisted and innovation and creativity become unknown commodities.

At its heart, training is about helping people cope with change by getting them comfortable with a new responsibility.

We’d rather give someone guidelines on how we want customers to leave the experience feeling, and then provide them with the tools and knowledge to make customers happy.

Strike a balance between rewarding sales and maintaining great customer service. Sales should always be conducted ethically, with a goal toward helping your customer get the best performance and...

We’d rather give someone guidelines on how we want customers to leave the experience feeling, and then provide them with the tools and knowledge to make customers happy.

Consider what it must be like the first time someone listens to the entire interaction you had with a customer and dissects it word for word.

The transformation of the contact center to the customer engagement center has partially been catered to and driven by millennials.

It is not an exaggeration to say that frontline agents are the lifeblood of the contact center, so they certainly provide a great return on the investment. Unless, of course, they don’t show...

Sometimes, creating a change in your customer service requires a change in the vision for your entire company.

Contact center agents who are smart enough to make decisions for customers without needing permission have to wonder, though, why they can’t make decisions for themselves.

Your communication strategy will have a great impact and should be consistent in its form and in the key messages that employees will retain from it.

Accountability often collides with ethics. As organizations dial up accountability, employees in danger of facing sanctions will sometimes make horrible decisions.

The ability to analyze and improve processes that flow across functions calls for creative problem-solving abilities, as well as a thorough knowledge of the business, products and the supply chain.