Many people think of a performance plan as something negative, but it does not have to be. In FiveLumens, performance plans are designed
One-on-one coaching is an essential part of developing both managers and agents. It provides a structured space to review performance, reinforce desired behaviors,
Coaching steps are the individual components that make up a coaching form. Each step helps guide the coaching conversation and record specific information
Coaching is an integral part of the learning and development process for both operations and agents. Within the FiveLumens platform, coaching sessions can
Early in my sales management career, I had a pivotal coaching moment that shaped how I think about developing people. A new sales
Having been part of startups and small business to large corporations I have administered and participated in many training programs. Some of them
So often we get caught up in the individual or the trends and neglect to realize the most important fact, that only by
With the advent of the mobile phone, it was predicted that with easy access to the internet that human interactions via the phone
Sitting in the offices for one of the largest online travel agencies we discussed how to improve agent performance and decrease agent turnover.
For many, contact center agent training and contact center coaching are two separate and distinct activities. Contrary to this belief, these two contact