Your sales and service teams are like a garden, filled with a variety of unique personalities and skills that make or break your customer's experience every day. Are you growing a profitable, exceptional, and strategic garden? Or do you lack the resources and budget to effectively manage the teams that make up your garden?Learn more
We designed the Leader Library to build and direct valuable employees to new levels of success. Our goal is to deliver information deep in both content and relevance.
Our Frontline Library is available for frontline employees that are connected to sales and servicing external customers or internal employees. All areas of the frontline organization will benefit from the special content and resources available here.
Our Trainer Library incudes resources that provide sales and service representatives in inbound call centers with the skills and techniques they need to provide superior levels of sales and service. Trainers will discover strategies and techniques for helping their teams managing the personal and professional aspects of handling inbound calls.
There is no bigger area in a call center to tackle than our ability to change agent behavior. It is central to every major issue in a contact center: NPS, Customer Effort, CSAT and Turnover just to name a few. No matter the analytics or technology, we all recognize that we ultimately deal with customers one call or transaction at a time.
One of the primary goals of any leader is to continually develop their staff. Improving employee performance typically requires some sort of sustainable change in behavior. If someone lacks empathy with their customers, they have to purposefully change their actions and statements to successfully close this performance gap. We’ve outlined four key steps to changing employee behavior.