5 Ways Leaders Can Model High-CX Behaviors - ICMI Feature Contributor Article
To help agents better connect with humans, we need to teach, expect, and measure the use of interpersonal communication and influence behaviors (aka, soft skills!) like warmth, personalization, informality, interest, and caring (aka, empathy!). ICMI Featured Contributor Article.
Understanding Millennial Engagement: The Role of Diminishing Tolerance on Contact Center Attrition
I was giving a presentation about Millennials at a conference earlier this year. We were in a breakout activity discussing how to coach a Millennial employee on a particular topic and were talking about the need to connect the requested task to the overall mission of the organization and value to the customer.
Trust-Destructors: Top 5 Ways to Ruin Engagement with Your Coaching Practices - ICMI Featured Contributor Article
ICMI Featured Contributor article. It's hard to be direct and courageous when it comes to discussing peoples' work behaviors though, and there are several ways we can fail at it miserably!
Customers Report an Aggregate Increase of 40% More Time Spent Coaching
With new visibility into coaching, it becomes really clear, really quickly, who is helping people improve, and who needs coaching on their coaching!
Top 10 Reasons Call Center Coaching Fails to Improve Customer Experience, Employee Morale, Performance and Retention
The top 10 causes we repeatedly see contributing to stagnant customer experience, waning employee morale, and disappointing performance improvements
ABC's of engagement
For employees to do better, we as leaders and managers have to be better. We have to do our ABC's of engagement.
Why is it so hard to get people to change behaviors?
Let's be clear - we all want to do better, but if we knew how to change in order to do, or be, better at something, we likely would! Good news. We can.
What does a person need to change behavior?
This is a question best resolved with a formulaic answer...