Expivia

FEBRUARY 1, 2021

Do you and you care about your associates on a personal level? This week, we talk about “Psychic Income”, what that is, and seven ways to show respect for your call center associates. Showing Interest In Our Call Center Associates As People. Coaching & Reprimanding in Private.

call center association 52

call center association Call Center Morale Coaching 52

Fonolo

OCTOBER 27, 2020

When looking back at it, we only had about ten days to get all the hundreds of our call center associates home. I was also surprised by how many call centers were unprepared for the move to work from home. I believe COVID will have a human empathic impact on the CX industry and contact centers.

Contact Center 147

Contact Center Coaching call center association Call Center 147

Fonolo

NOVEMBER 10, 2020

“When looking back at it, we really only had about 10 days to get all the hundreds of our call center associates home. Digital is the key enabler of this for both bot and person-to-person interactions.” .” — Tony Johnson , CX Leader, Author, Speaker Founder at Ignite Your Service.

Contact Center 135

Contact Center Consulting Consulting call center association 135

Expivia

MAY 9, 2021

Monitor the Quality of Live Calls. There is a minor debate in the call center on whether to use live calls or recorded calls when evaluating call center associates. It’s easiest to compare these to coaching a sports team: Monitoring live calls help you win the game today.

Call Center 98

Call Center Education call center association Contact Center 98

Expivia

MAY 13, 2021

Monitor the Quality of Live Calls. There is a minor debate in the call center on whether to use live calls or recorded calls when evaluating call center associates. It’s easiest to compare these to coaching a sports team: Monitoring live calls help you win the game today.

Call Center 52

Call Center Education call center association Contact Center 52