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,
So often we get caught up in the individual or the trends and neglect to realize the most important fact, that only by
For many, contact center agent training and contact center coaching are two separate and distinct activities. Contrary to this belief, these two contact