In Episode #21, we have Tony Glaser with Recall Masters discussing how he doubled his efficiency using his WINS program, which aims to motivate agents. His WINS method promotes solid communication with consumers, involving a ranking system rating from 1-5, aiming for a win at a 4 or unicorn at a 5. Using the WINS strategy consists of looking at conversations and improving them. Using this method, agents have had higher morale and are making more appointments.
