You Need A Coach

BPA QUALITY: Expert Series By The Professor

I am a runner, I love to run. A few years back, I set one of my best times as a 40+ year old for a 3 mile run, averaging about 7.5 minutes per mile. I felt great about this result. The very next day, my then 9-year old daughter runs into my office, with a grin ear to ear and proceeds to inform me that she set the school record for the mile, running it in just shy of 6 minutes flat. All of a sudden, I wasn’t that great anymore, and I didn’t realize it until someone told me. Aside from being much older, I had no idea why I couldn’t beat a 9 year old. I needed a coach to get me there.

Your call center agent is much the same. They carry on their daily activities to the best of their knowledge or ability, each with…

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Sell Yourself

BPA QUALITY: Expert Series By The Professor

“The best way to succeed in this world is to act on the advice you give to others.”

-Napoleon Hill

Ever notice how the best CEO’s are also the ones who have the most consistent and passionate message? They have strong core beliefs and are willing share them with anyone who will listen. These people, and their companies, tend to be successful largely due to the fact that they sell to their own organization the same way they sell to their customers.

On a recent trip to visit Godaddy.com, one thing I immediately noticed was that everyone in the company, top to bottom simply “got it.” They do a great job branding their services to their customers, and even a better job branding that same approach to their entire staff. While Godaddy.com staffers were convincing customers to start websites, follow their dreams and head straight to “Go Time,” every agent…

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