Posted by: Connie Smith
- High maintenance
- Low mantenance
- Attention driven
- Authority pleasing
- Aloof
- Unhappy
- Paranoid
- Consistent performing
- Job performance in jeopardy
- "Why did we hire this person?"
- Authority challenging
- Super-achiever
- Energizer
You can view descriptions of each of these classifications and how to coach to these profiles by downloading the presentation slides. The complete event archive is also available online.
One of the other topics that we also covered during the event is the employee/customer value asset chain. One of the tenets of this theory is that satisfying your employees will help reduce costs. Jana asked about how costs are reduced, and I believe that they are reduced in several ways, including:
- Satisfied employees are less likely to leave their positions, which reduces training and recruiting costs. The cost of recruitment and new hire training can be prohibitive, as compared to the cost of motivating and retaining existing employees.
- The level of customer service provided by new hires tends to be lower, which can affect customer satisfaction and retention rates.
During the presentation, Doug inquired about motivating and coaching home-based agents. This is a great question, as it can be challenging to coach remote representatives and one great tool is Envision's eLearning clips. Using eLearning clips to disseminate information to your agents is quick and cost-effective, and can help you easily communicate important information and coaching sessions. I've also written a few blog entries on the topic of home-based agents that you might be interested in:
To those who were able to join me on the Webinar, thank you for your participation. I look forward to hearing your feedback and discussion points. As I mentioned above, the presentation slides are available online, and an archive of the event is now available for you to download.
Post tags: Dan Coen, Building Call Center Culture, eLearning, contact center trends, contact center Web event, contact center, call center, contact centre
11:39 AM
