Stale Coaching Programs in the Contact Center

As I travel and speak with contact center leaders around the world, a very vocal set of customers tell me that their call recording and coaching programs have gone stale.

Trapped under heavy versions of software applications from the likes of NICE and Verint, these contact center leaders feel stifled by their task to engage employees, drive change and transform their shifting workforce.

What can be done? What steps can make coaching fresh and fun? Is upgrading an old legacy system the right option?

Here are 4 great resources:WFO coaching

  1. Contact Center Pipeline — The 4 Steps to Replacing a Stale Coaching Program – In my recent article for Contact Center Pipeline, I shared 4 fresh innovations that are helping organizations answer these questions and revive stale coaching programs.
  2. Expired Coaching Program – a fun and easy way to see why coaching programs go bad and how to bring them back to life!
  3. Forrester WFO Wave – OpenText™ Qfiniti and OpenText™ Explore are every bit as robust as and more scalable than competitor offerings, and as an added bonus you may even enjoy working with us! Can you say that about other companies?  And we have proof!  Checkout Forrester’s review and our “Strong Performer” rating in the WFO Wave.
    Donna Fluss DMG
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  4. Role of the Contact Center – Donna Fluss with DMG Consulting shares her insights into lessons-learned about reporting coaching program success to executive leadership.  Listen to her response here on our recent video series.

We know you may not be in the middle of evaluating vendors for your contact center coaching program right now, but it is likely that you will at some point.

I’d like to ask that you keep us on your list and let us share with you ways to keep things fresh and fun.  We’d like nothing more than to earn your business over time.

We’re here for the long haul and want to partner with you.

Roger Lee

Roger Lee, aka Dr. WFO, is an evangelist for Workforce Optimization and influences the strategic direction for our Qfiniti product suite. He brings 20+ years of industry experience managing contact centers, consulting and selling to contact centers. Roger's broad experience, coupled with an infectious passion for customer care, gives him a distinctive perspective that is always valuable. Roger advocates for balance, regularly touting the necessity for equal focus on people, process, and technology throughout all customer service initiatives.

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