training – McKee Consulting

Quotas Never Work – Intention Does

Training in Contact Centers is all devoted to RESULTS based on Goals! HA! That’s funny…

To learn that words don’t teach is the hardest lesson that I know. The world’s management seems to think that the numbers they generate, and the words they use to express those numbers, work. Well, here is the bad news for them, but the good news for you. Words DO NOT TEACH…Only Experience, and Emotional Experience at that actually teaches.

Now, you understood that. So, how would the training department, the marketing department, the Supervisors, the Managers, the Coaches, and the Agents relate to that? I spent my life teaching agents to come from their experience and intention. It never fails to be successful because these words never rely on the STATS. I never have the Agents Set Goals. “First Intention Then Enlightenment.” I teach through experience of personal stories, relationships, and train the Agents to find the emotional need of the customer, the buyer, and even their own. This works because it’s the experience that teaches. When the Agent relates, they own it…they own it because it is theirs.

There is no substitute for Aliveness or the Experience of Agent Satisfaction. There is no substitute for Intention. What you call goals isn’t it! There is no substitute for The Experience of the Customer.

The Customer Experience is so big in all discussions today yet it appears that all the work is being done on the level of technology and not on the level of the HUMAN BEING EXPERIENCE. Doesn’t that […]

Mystical? Magical? Vicious?

Are you caught in a Vicious Cycle that damages your self-esteem or the self-esteem of your Agents? The cycle can look like this.

This is a Vicious Cycle of Negativity

I hear something wrong on a call, I get Quality to Agree it is bad. I send out a graded form that tells the Agent what is wrong with the way she handled an issue or a person. I set up a feedback session disguised as a “coaching” session. In the meeting, I make sure the Agent sees the error of her ways. I tell her how to do it right, or how we did it in my day. I tell the Agent to fix this for their next evaluation. I hope they are repentant and willing to take the constructive criticism well and mend their ways. I watch and listen for improvement and wonder why I don’t hear or see much improvement. I am frustrated. (BTW so is the Agent and now lacking self-esteem)

This is a Vicious Cycle of Positivity

I hear the Agent make an error on a call. He said something that doesn’t please the Customer. I ‘think’ that Agent needs more confidence and maybe a lesson on Handling the Upset Customers. I am the COACH and I am responsible to help the Agent improve. AND, to give him acknowledgment and show my “confidence in him.” I set up a time to meet with the Agent for a coaching session. We listen to the recorded call. I mention that […]