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How to Teach Coachability and Curiosity
You’ve just hired the dream candidate – smart, motivated, curious (or so the interviews suggested). They crushed onboarding, picked up tools fast, and seemed hungry to learn. Then three months in, something shifts. Feedback makes them defensive. New ideas get brushed off. When change comes, they freeze or retreat into silence. You start to wonder…
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Operations Leader’s Playbook for Remote Contact Center Teams
Remote work isn’t new. In a post-2020 world, contact centers have gone through massive change, and not all of it’s been smooth. Attrition is up. Engagement is down. And “just walking the floor” is no longer a management strategy. The shift to remote and hybrid teams forced operations leaders to rethink visibility, coaching, and culture.
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10 Questions to Uncover What’s Really Holding an Agent Back
If your one-on-ones sound more like polite small talk than actual coaching… you’re not alone. Supervisor: “How’s everything going?” Agent: “Good.” Supervisor: “Okay, keep it up!” And just like that, another coaching opportunity disappears into the ether. The truth is, most underperformance isn’t due to laziness or lack of willpower. It’s often stress, confusion, burnout,
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Reducing Customer Frustration & Improving Call Resolution
Customer frustration is a common challenge in call centers today. Long hold times, endless transfers, and unresolved issues can leave customers dissatisfied and more likely to take their business elsewhere. A poor support experience not only impacts customer retention but also damages a company’s reputation and increases operational costs. The key to reducing frustration lies
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Call Center Efficiency Benchmark Guide
Is your call center truly operating at peak performance or just getting by? Many businesses think they’re hitting their targets until the data tells a different story. That’s where a call center efficiency benchmark becomes essential. This guide will help you measure your performance against industry standards and show how implementing real-time assist and QA
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Transforming Agent Training
In today’s fast-paced business environment, agent training isn’t just a box to check during onboarding; it’s a continuous journey that evolves with organizational needs. Yet, many companies face challenges in maintaining this continuity, resulting in operational inefficiencies, reduced employee engagement, and diminished customer satisfaction. This post explores the critical importance of bridging the gap between
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The Human Side of Call Centers
When you think about call centers, you might imagine rows of agents answering calls, navigating software, and chasing numbers like key performance indicators (KPIs) or service level agreements (SLAs). While metrics are essential for measuring efficiency, they don’t capture the heart of what truly drives call center success: people. Call centers are fundamentally a people
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Things To Consider When Implementing Real-Time Agent Assist & Automated QA
First, let us begin by breaking down any decision related to the implementation of new technology into three phases. People. Process. Technology. Usually, we’ve found organizations take these in the reverse order. For this post, we are going to focus on the technology piece as it relates to the process that people will go through
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Leadership Strategies for Optimizing Call Quality
Call quality can make or break customer retention rates. Or even sales if you think about every agent on the phone. For this post, we will focus solely on support and service. If you’re looking for more sales-related help, check this out. For operations leaders, ensuring that their teams deliver high-quality, efficient, and empathetic service
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Leadership Principles with Mike Cowguill
Mike Cowguill, Director of Consumer Engagement & Strategy at Capio, joins us on the most recent Contact Center KPI podcast episode to dive into leadership principles. Mike shares some valuable lessons he’s learned along the way and we promise they will help you become a better leader. 1. The most valuable thing a leader can
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20 Call Center Cheat Codes
It’s not always possible to be at the top of your game 100% of the time. That’s what cheat codes are for. Just like in your favorite video game, cheat codes give you life! But remember, you can’t use all of them at once. We suggest focusing on one or two at a time. Once
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Why GigCX is Good for Contact Centers
The gig economy has reshaped various industries by offering flexibility and autonomy to workers while meeting the demand for scalable labor solutions. The concept is widely recognized in sectors like transportation and food delivery with giants like Uber and DoorDash leading the charge. However, an emerging frontier for the gig economy is in the realm
Call Center Coaching
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