Do Your Best Agents Still Need Coaching?

Posted by Rodney Kuhn
9/28/17 8:49 AM

No matter what type of contact center, we all have agents with different levels of tenure, skill and motivation that inevitably leads to a bell curve of agent performance and effectiveness. We all desire our agents move to the upper end of the curve where that magic combination of high productivity and quality exists.

Read More

You shouldn’t have said that!  You shouldn’t have done that!

Posted by Rodney Kuhn
8/14/17 9:13 AM

Have you ever had a coach or manager offer such helpful, or not so helpful, advice? Did it make you want to jump right in to the conversation and ask for guidance or did you, as most of us do, get defensive and try to explain your actions?

Read More

It’s Time to Redefine the Meaning of “Jack of All Trades”

Posted by Rodney Kuhn
5/19/17 11:00 AM

As children, we’re asked by our teachers and parents what we want to be when we grow up. As adults, however, we know the answer to this question isn’t so easy—especially in today’s working world, where it’s common for employees to wear multiple hats and balance interdepartmental responsibilities. Just consider the evolving relationship between sales and marketing, where roles and dependencies are progressively converging.

Read More

To Master the CX, You Must Harness the Power of Personalization

Posted by Rodney Kuhn
2/17/17 12:00 PM

Since the beginning of time, one thing has remained the same when it comes to consumerism: we naturally gravitate towards personalized products and services. It’s why most of us would rather buy a shirt with a logo or design, verses a generic tee. It’s why some of us would even go so far as to have a shirt custom made if we can’t find what we’re specifically looking for.

Read More

Sorry to Say, but the CX Was Never What You Thought It Was

Posted by Rodney Kuhn
1/6/17 1:30 PM

There’s no denying that every business today, regardless of size or industry, is driven by two simple words: customer experience.

Read More

Four Signs that Your Patient Access Team Needs WFO

Posted by Rodney Kuhn
11/18/16 10:30 AM

Patient access teams and contact center agents have more in common than some think. Both represent the front line of customer service; interact with customers at multiple touchpoints of their experiences; and, most importantly, both require mission-critical technology that supports their core functions and priority objectives.

Read More

Coaching Millennials: Different or Back to the Basics?

Posted by Rodney Kuhn
10/28/16 11:30 AM

Ask any business owner and they’ll agree that the millennial generation (born between 1980 and 2000) is challenging organizations to redefine their values, internal processes, retention strategies and more. Unlike former generations (Gen X, Baby Boomers), this group tends to care less about income and more about organizational transparency; less about benefits and more about buy-in; less about PTO and more about work-life balance.

Read More

Three Ways to Promote Transparency and Trust in the Contact Center (Part 3)

Posted by Rodney Kuhn
10/6/16 9:00 AM

If you’re just checking in now, Parts 1 and 2  of this series explore specific areas where contact center managers can embrace openness and honesty with customers and employees. Companies looking to foster a culture of transparency and trust, however, cannot overlook the most important area of business they must be honest about: finances.

Read More

Three Ways to Promote Transparency and Trust in the Contact Center (Part 2)

Posted by Rodney Kuhn
9/22/16 11:00 AM

Every business leader should tell you that honesty and integrity is vital for success. In Part 1 of this series, we explored how contact center managers can promote a culture of transparency and trust via quality monitoring. Now, let’s take a look at how managers can promote this culture internally by embracing openness, honesty and truthfulness with agents…

Read More

Three Ways to Promote Transparency and Trust in the Contact Center (Part 1)

Posted by Rodney Kuhn
9/9/16 1:00 PM

We’ve all heard the age-old saying, “Honesty is the best policy.” We live in a world, however, where the truth is that honesty isn’t always promoted. Just consider the U.S. presidential candidates this election season. FBI director James Comey deemed Democratic candidate Hillary Clinton “extremely careless” in the way she handled classified information on a private email server as secretary of state. Meanwhile, Republican candidate Donald Trump has yet to release his tax returns to the general public.

Read More