If you want to facilitate an environment for your contact centre agents to succeed, you need to start coaching.
How to Coach Your Contact Centre Agents

If you want to facilitate an environment for your contact centre agents to succeed, you need to start coaching.
Many employees in multiple industries are equipped with the right tools to work from home without hesitation. While it’s an easy shift for those companies, not everyone has the same luxury.
Today, the general public doesn’t wait for things to happen. When consumers are experiencing a problem, they expect a solution on the same day.
After the initial surge of COVID-19, contact centres everywhere had to scramble to keep momentum going.
With the digitalisation of the customer journey, businesses need to implement an entirely digital customer service experience.
Contact centres are always looking for new ways to ensure employee engagement and productivity, especially now that many agents work, at least some of the time, from home.
One of the most significant challenges that contact centres face is an incredibly high rate of agent turnover.
In our third instalment in the WFM and New Normal series, we talk about the impacts of increased handle times.
Contact centres are the frontline of your customer service operation, which means that your contact centre must be operating at optimum capacity at all times.
Contact centre changes are never an easy venture, but it’s crucial to embrace an opportunity for change.