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Tuesday from the #Trenches

  • April 20, 2021
This week we're enjoying conversation with some new friends and writing proposals to meet their research and QA needs (and budget realities).
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Tuesday from the #Trenches

  • April 6, 2021
This week we're enjoying conversation with some new friends and writing proposals to meet their research and QA needs (and budget realities).
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Tuesday from the #Trenches

  • March 30, 2021
This "Tuesday from the Trenches" at Intelligentics we're focused on sales. Our research team is helping one client determine if a new product array is going to be popular with their customers. Our Service Quality Assessment team is training another client's Customer Service team on their sales skills.
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You are Not Your Customer

  • March 10, 2020

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…

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5 Ideas for Putting the Conversation in Your Coaching

  • September 12, 2019

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…

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