 Tell stories to be effective 6:00 Why it is a tough gig 7:29 Agents picks their own supervisors 9:00 Recognize good agents 9:37 What do you read 11:00 Are you a traffic cop or a leader 13:32 Tips for gaming the stats system 19:28 The YMCA coaching method  Attached is a must read list

Why it is a tough gig 7:29 Agents picks their own supervisors 9:00 Recognize good agents 9:37 What do you read 11:00 Are you a traffic cop or a leader 13:32 Tips for gaming the stats system 19:28 The YMCA coaching method  Attached is a must read list

#55: Is Empathy a skill or an Emotion (With Bob Furniss)

You hate waiting in line or on the phone for customer service. There have been plenty of shows about customer service, that all seem to offer "secrets" to improve customer service. This is not that show. Amas Tenumah focuses on Why customer Service is so broken and gives you the secrets to get around it.