Coaching Employees in the Contact Center 101

Written by Bucky Cline on July 5, 2012

In the virtual conference this week, Greg Alcorn touched on many topics relating to the how’s and why’s of coaching and communication in the contact center. Quality coaching and active monitoring greatly improves our performance and helps us see where we can grow our skills. It is easy to take someone’s advice as criticism and not as

Be A Coach, not a Supervisor.

Written by Greg Alcorn on July 2, 2012

We certainly did not know exactly what to expect with the CMRxchange webinar. Holly Czuba, George Simons and I accepted the offer to present a live session on coaching, communication and collaboration to an online audience of contact center professionals. George had the idea of taking each topic and asking a lead-in question to promote

CRMXchange Webinar; Coaching with Style goes well!

Written by Bucky Cline on June 29, 2012

Presenting at a conference takes a lot of work and planning. Not to mention the travel time. Fortunately, last week, President and CEO Greg Alcorn got to do it all from the comfort of his office. CRMXchange hosted a virtual contact center conference this week. Greg hosted a session titled “Coaching, Communicating and Collaborating Your Way

Building Rapport!

Written by Frank Camp on March 9, 2011

While walking the floor with the managers as the process was taking place, one idea kept coming to mind – how great it was to see the relationships and rapport that was growing each day between supervisors and agents. I found an article that talks about rapport and how it relates to the coaching process. Although it deals with coaching in a law firm, many of the principles certainly apply to our industry as well.