Coaching

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5 Ways Leaders Can Model High-CX Behaviors

ICMI Featured 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!).

Trust-Destructors: Top 5 Ways to Ruin Engagement with Your Coaching Practices

ICMI Featured Contributor article. One of the greatest ways we build trust with employees is through review and discussion of their work performance. 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!

Top 10 Reasons Contact Center Coaching Fails to Improve Customer Experience and Employee Performance

Call Center Coaching Effectiveness has long been a challenge for both BPO/Outsourcers and direct contact centers alike. Here are the top 10 causes we repeatedly see contributing to stagnant customer experience, waning employee morale, and disappointing performance improvements.

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