Our Intelligentics team was recently coaching a client's customer service agent for the first time. She exemplified one of the common struggles we encounter in our assessment and coaching of front-line agents. She thought that her customers were just like her. Most people don't stop to realize it, but we all tend to let our egos assume that we are…
I was sitting in the corner of a small conference room as the supervisor started their call coaching session with a CSR. The supervisor cut right to the chase, playing the call in question. I sat and listened. It was a decent call. Sure, there were a few little things that needed to be addressed, but it wasn’t bad at…