iLearnCC Articles



Empathy - Part 1

Acknowledging feelings and using empathy are such important parts of every customer contact. Expert agents listen intently and communicate creatively with the use of empathy. Empathy is achieved by not only what the agent says but also how the agent says it. When an agent responds this way, the customer and the company both benefit... Read more



Empathy - Part 2

Expert agents don’t allow their emotions to cloud their words or tone of voice. In most cases, showing frustration, impatience, or acting even mildly upset will not help move the customer out of their emotions. If the agent also becomes emotional, the customer may become even more upset or the agent’s attitude may cause the customer to become even firmer in their original position... Read more



Lies, Damn Lies and Statistics

Mark Twain once said, “There are three kinds of lies: lies, damn lies, and statistics.” While statistics are an important component of becoming excellent, you have to watch the correlations that are made between different contact center data elements. When some people compare data and find a correlation, they automatically assume that the two elements have a “cause” and “effect” relationship. This can pose problems in the contact center—or any training environment... Read more



Training Your Agents to Handle Live Chat

Offering live chat on your website can boost your business. When you provide the live chat option, customers are provided with a better ability to engage in conversations with your agents... Read more



The Skinny on "Amputated" Coaching

You may already know where coaching gaps exist in your contact center. If you don’t, there’s a good chance they are either between performance feedback and educating, or between educating and modeling since these are the most commonly recognized gaps in contact centers. We call these gaps stage-one and stage-two amputations... Read more



Metrics for Today's Contact Centers

Identifying and improving performance measures connected to the success or failure of today’s contact center are crucial.... Read more





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