Video Center: Building a Better Team | Calabrio

Building a Better Team Library

Employee engagement is quickly becoming one of the fastest growing – and most important – areas within the contact center. What are you doing to make sure your agents are engaged? Build a Better Team is a place for leaders to learn how to create an environment that fosters growth of both individuals and the organization as a whole.

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Motivating and Rewarding Agents

Busted! See some of the unique ways Calabrio clients have developed to motivate and reward their agents!

How Good Onboarding is Step One in Retaining Top Talent

A good onboarding program sets the stage for successful employees. Learn how to increase employee engagement and retention with your onboarding program.

First Time Managers: Stop Doing Your Old Job

New to a management position? Learn about the most important thing first time managers need to do in their new role.

First Time Managers: Be Authentic

In this interview Ralph Awad, our Director of Cloud Operations here at Calabrio, talks about his #1 tip for first time managers.

First Time Managers: Study Your Culture Like a Scientist

In this interview, Josh Rivera, a Support Escalation Manager here at Calabrio, talks about his #1 tip for first time managers.

Finding Developmental Opportunities for Agents

Professional development is a key component to employee satisfaction and retention. Here are low cost ways to help agents build their business acumen.

Smart Coaching: Adjusting Your Style

When it comes to coaching, no two agents are exactly alike. Learn a quick way to help you adjust your coaching style to each situation for maximum impact.

Quick Guide to Coaching your Team

This basic guide covers the “Why”, “When”, and “How” of effective coaching. These concepts will help you to become a more effective coach.

Recognition that Motivates Agents

Recognition can help agents feel appreciated and motivated. Learn three basic concepts with lots of examples of how to recognize agents.

Learning Beyond Lecture

Adult learners don’t learn well from lecture. See how to actively engage agents in the learning process using self-paced activities, group work, and on-the-job training.

Prioritizing Tasks Based on Importance and Urgency

You can be busy and still not get a whole lot done. The trick is figuring out what to focus on, what to schedule for later, and what to stop doing all together. Here’s a model that can help you figure out which is which.

Coaching and Training Agents

Looking for ideas for on how to coach and train your agents? Watch this video to learn more.

Why the One-on-One Meeting is Vital to Success

Whether you’re already holding one-on-one meetings, or you’re considering starting, here are tips to leverage one-on-one meetings for maximum effectiveness.

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