Call Center Weekly

Trust is Important in the Contact Center

Call Center Weekly

By Celia Thomas To aid and ensure contact center agents are successful, leadership must support and values them. One key area in this development, is trust. There is an excellent quote by Steven Covey that speaks to the important of trust in leaders.

Coaching Effectively: Curbing the ‘Principal’s Office’ Mentality

Call Center Weekly

By Jennifer Boston During my last transition over a tenured training team, one of my initial interactions with a member of my new team really struck a chord.

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Coaching for Success: A Quick How To

Call Center Weekly

By Celia Pagliughi Let us first define who coaches are and what coaching is. W ho is a coach? It is very simple; we are all coaches. When we walk into our call centers we are all coaches.

Customer Satisfaction is not Always an Indication of Customer Service

Call Center Weekly

By Sean Hawkins Let's face it, CSAT (customer satisfaction) is a vital measurement of customer service performance, and rightly so. In my opinion, there are 3 metrics that best measure a contact center's performance, and success.

Apologizing to Customers is Not Difficult

Call Center Weekly

By Sean Hawkins After a recent escalation from a very angry customer, the agent handling the call expressed gratitude and was quite surprised the customer was able to calm down and allow me the opportunity to resolve their problem.

A Learner Centered Approach: Retaining Your Tenured Employees Through Client Transition

Call Center Weekly

By Jennifer Boston At the start of my contact center training career, I was propelled into an uncomfortable situation whose lessons haven proven invaluable in how I approach training new skills to a tenured staff.

Welcome to the Contact Center

Call Center Weekly

By Sean Hawkins This is an exciting time to be in the contact center! Each day brings new challenges to overcome, new technology to learn, and new innovations to set you apart from your competitor. The call center of old, is vastly different than today's contact center.

3 Budget Friendly Ways to Reward Great Customer Service

Call Center Weekly

By: Sean Hawkins When agents in your center provide great service, how do you reward them? Below are a few methods I've relied on that go over extremely well. If your department is working with a limited budget, these are great ways to reward top performers with minimal impact to your bottom line.

Customer Service Principles ALWAYS Apply

Call Center Weekly

By Ana Simões I left the contact center in April of this year to embrace a new role at a start-up company as an IT Recruiter. Please note, my prior experience in the contact center is a reality for many in my region of Portugal.

A Customer Service Lesson for Millennials

Call Center Weekly

By Beverly Mahone As a baby boomer I have held my share of customer service positions over the years. I am a firm believer that no matter what business you're in, you are going to give some level of customer service to someone.

What It Means to “Take Care” of the People, Who Take Care of People

Call Center Weekly

By: Cheri Arafiles In my experience, most patient experience initiatives are very specific to improving the Consumer Assessment of Healthcare Providers and Systems (CAHPS) scores of an organization.

Why Tone Matters

Call Center Weekly

By Sheree D. Kenner Have you ever called customer service and the representative sounded bored out of their mind? Or perhaps, they were inexperienced and nervous, and all you heard was “um" or "uh” combined with a lot of dead air. If so, that was a support center that didn’t understand the importance of tone. Tone indicates confidence, professionalism, and communicates interest. If agents answer the phone sounding bored, monotone or lethargic, the customer doesn’t feel as if they matter.

6 Extremes That Are Killing the Productivity of your Telecommuting Employees

Call Center Weekly

By Julie Fredrickson Whether you have a few employees occasionally working at home, or an entire staff working remotely, there are some extreme management techniques that can kill your employees’ productivity.

How to Help a Frustrated Customer

Call Center Weekly

By Sean Hawkins You know that moment when you take a call, only to be greeted with less-than-friendly (or even offensive) words from a frustrated, angry customer? How do you react? Do you: A. Hang up the phone, clock out, and leave your badge on the desk.

It Didn’t Happen if it’s not in the Support Ticket!

Call Center Weekly

By Sheree D. Kenner There is nothing more frustrating than working a support ticket that has missing or incomplete work notes. Quality work notes are essential to preventing rework, having customers repeat their problem, and avoiding delays in service.

Adventures in Speech Analytics- Part III

Call Center Weekly

By Diana Aviles Here we are… Part III is finally here! Where we last left off, I discussed how queries are a major aspect of Speech Analytics.

Passion is The Key to a Great Contact Center

Call Center Weekly

By: Sean Hawkins As customer service professionals, we can all sympathize with the monotonous routine of call center agents. Log in to assist the customers, then log out and go to lunch and/or break. This is repeated a few more times before going home.

Maximize Every Communication: Anticipate and Inform

Call Center Weekly

By Sheree D. Kenner One of the things that an overburdened helpdesk can do, is to make every interaction count.

What are Your Thoughts on After Call Talk?

Call Center Weekly

By Sean Hawkins We should all be familiar with After Call Work, aka wrap up time. This is simply the post call tasks agents must perform to complete the interaction. Inevitably, during this time, agents are prone to offer commentary on their call.

Getting Customer Satisfaction and Quality in Sync

Call Center Weekly

By Sean Hawkins There's no getting around it ! Support teams dislike the QA team! This seems to be problem particularly when someone received a score that is lower than they expected.

"Follow the Leader" Featuring Debi Mongan

Call Center Weekly

Debi, what does good service mean to you? G ood customer service means being prepared. The first step in providing good customer service is to anticipate and prepare so that the customer rarely needs to be serviced. Customers will need help at some point, but if you start there you are miles ahead of the game. When customers do reach out, it is important to, again, be prepared.

Wow Customers by Going Above and Beyond

Call Center Weekly

By Sean Hawkins Going beyond what is required is one of the greater acts of service that one can give.

An Effective Approach to Employee Development

Call Center Weekly

By Sean Hawkins Employee development is very important to me. As a leader, it is my obligation to create a culture that aids in the personal and professional growth of my staff. In my career, I've had the opportunity of starting training and development programs with two companies.

Fast-Tracking Your Journey to Workforce Optimization: Tips for Mid-Sized Contact Centers

Contact Center Pipeline

Today’s mid-sized contact centers face many of the same business requirements as their larger counterparts, such as the need to drive sales, manage operating costs and deliver high-caliber customer experiences.

5 Secrets of Accurate Scheduling in Today’s Contact Center

Brad Cleveland

Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management Brad Cleveland scheduling workforce management

Keeping Up with Customer Service Developments

Brad Cleveland

Call Center Contact Center Customer Service Leadership Videos Brad Cleveland Call Center Management On Fast Forward

Adherence to Schedule Tips

Brad Cleveland

Adherence to schedule is an important performance objective for agents. It is within their control (when implemented appropriately) and measures if agents are available to handle contacts as scheduled.

Skills-Based Routing: 5 Common Problems You Can Avoid

Brad Cleveland

Call Center Contact Center Customer Service Leadership Videos Workforce Management Brad Cleveland skills-based routing workforce management

Coaching? Don’t Make Your Agents Defend Stupidity

Contact Center Pipeline

I knew I was in trouble! I was driving down the highway with my lovely wife, Jana, when we spotted a traffic jam up ahead. I suggested we stay on the highway, since it was the most direct route to our destination, and slowdowns like this usually clear up within a few miles. However, my […].

The Secret to Training Seasonal Agents

Contact Center Pipeline

“They are just temps,” said one contact center manager describing his seasonal agents. They will be gone in a couple of months!” That condescending attitude was reflected in the seasonal team’s environment. They were crammed into an abandoned conference room filled with computers, phones and wires.

So, what is the future of work?

Aspect

A few weeks ago, I was heading home in a car with two of my friends. Oblivious to the hustle of the commute and barely attentive to the idle chatter, I was zoned back into the moment when my friends started talking about artificial intelligence. Artificial intelligence is the next big thing.

How to Improve Your Center’s Loyalty and Retention Rates

Contact Center Pipeline

There is no such thing as, “just an address change” or a “simple customer question.” Every interaction is a loyalty situation: How that interaction is handled can either generate customer commitment or drive that customer away.

Evolution of Hyperloop: Propelling innovation the Elon Musk way

hackerearth

“Travel anywhere on earth in a rocket under an hour.” Elon Musk revealed his vision for the new transport system at the International Astronautical Congress (IAC) in Adelaide, Australia. He said the price for a ticket would rival that of an economy airline flight.

Improve Content Consistency Across Channels with AI-Infused Knowledge

Contact Center Pipeline

eGain’s SVP Worldwide Marketing Anand Subramaniam believes that delivering a consistent content experience is key to driving value for both customers and agents.

What Does Proactive Customer Engagement Feel Like?

Contact Center Pipeline

Are you capturing prospective customers effectively, or simply letting fate take its course, hoping to close new business using traditional approaches and metrics? How about retaining existing customers? Are your traditional methods keeping up with customer needs and changing demographics?

Creating Career Paths for Agents

Contact Center Pipeline

There is no doubt that technology has accelerated the pace of change in contact centers. Yet when it comes to the human element, some things have remained the same for decades. Agent turnover has been and remains a top challenge in centers.

Mobile Self-service Modernizes Your WFM

Call Center Coach

Effective Workforce Management (WFM) in contact centers seems to be fairly straight forward. That’s until you have to deal with all of the exceptions. But when agents use their mobile devices to help themselves with managing exceptions, your burden becomes a whole lot easier.