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Cultivating Empathy: A Key Skill for BPO Professionals
Empathy has become an increasingly valuable skill in today’s fast-paced and interconnected world, particularly in the customer service industry. We believe fostering empathy among our employees is vital for delivering exceptional service and building strong customer relationships. Inspired by Brené Brown’s enlightening video on empathy, we will explore how we can teach and cultivate empathy…
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Coaching Documentation (Templates)
PERFORMANCE SCORECARD COACHING TEMPLATE COACHING GOAL To improve the employee’s metric [ex: AHT] from 700 seconds to 560 seconds by the end of the week Focus Metric/Behavior Focus Metric: AHT (560 seconds)Behavior: ACW usage of more than 30 seconds per call RCA: Agent is challenged with multitasking, cannot complete notes and wrap up the call…
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Want to know your language profile?
(Take this test!) But first, what are the language profiles and what standard is used to categorize them? The Common European Framework of Reference for Languages (CEFR) is a widely recognized framework that provides a standardized description of language proficiency levels. It assesses and compares language skills across different languages and countries in Europe and…