“Should I tell the customer to have a good day after I’ve just given them bad news?”
Apr 19, 2023
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A participant in a workshop this week asked,
“Should I tell the customer to have a good day after giving them bad news?”
SMART question!
While we want the customer to have a good day indeed, and we want to follow the company call framework, we need to be gen
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How to Coach the Five Most Underutilized Soft Skills in Contact Centers
Apr 19, 2023
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What are the most critical soft skills for agents to get right? And how do you coach them?
Whether you work in sales, customer service, or collections, agents must present strong emotional intelligence skills to make the most of each conversation and achieve t
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