Intentional Coaching: Everybody wins when you give Agents what they want.

"Intentional Coaching is an innovative coaching approach in which supervisors are out on the floor with their agents, reinforcing what’s right and helping them go beyond fast, efficient transaction handling, to creating a positive customer experience. Intentional Coaching reduces  escalated calls by 50%, improves handle times, first call resolution, customer satisfaction, as well as agent engagement. Join Bruce and Barbara as they discuss what happens when supervisors use this common sense approach to coaching."

Recognized as an international expert and thought leader on creating customer-centric contact centers, Barbara Burke specializes in enabling customer service organizations to focus on what’s really important — the quality of the experience customers have with their front-line agents.Barbara is the author of two popular business fables about life in a contact center — The Napkin, the Melon & the Monkey: How to Be Happy & Successful by Simply Changing Your Mind, and The Monkey, the Moon & Maybe: How to Embrace Change & Live Fearlessly.  Her popular e-newsletter, Monday Aha! Sage Advice for Customer Service Leaders has over 2500 subscribers worldwide.Barbara’s extensive client list includes: Target, Microsoft, Estee’ Lauder, Proctor & Gamble, American Family Insurance, Lands’ End, Honeywell, City of Austin Texas, State of Minnesota, State of Pennsylvania, Cox Communications, Verizon, Portland General Electric, Integrys, Louisville Gas & Electric/Kentucky Utilities, San Diego Gas & Electric, Duke Energy, Georgia Power, and Time Warner.