Call Center Weekly

Customer Service and the Golden Rule

Call Center Weekly

By Erica Mancuso Treating others as you would want to be treated is a practice of empathy. The golden rule is such a simple, timeless principle, and yet I’m constantly amazed at how little it’s practiced any more.

Technology and Digital Media Driving Consumer Experience- ‘What was’ Versus ‘What is’ of Customer Service

Call Center Weekly

By Rinku Basu Over the past few years, customer services have been taken to astonishingly new heights. Meeting expectation’ is no good anymore, surpassing expectation is the only modus operandi for existence.

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Customer Experience is Driving the Need for Ethnographic Research to Understand Why Customers Do What They Do

Call Center Weekly

By Darcy Bevelacqua Customer Experience is Everywhere From marketing to customer service to the boardroom, it’s recognized that personalized, efficient and engaging customer experience drives customer acquisition, brand loyalty and customer lifetime value (LTV).

Employee Engagement: Partnering With Your Call Center Staff to Develop Your Culture

Call Center Weekly

By Maurice Helm I understand from experience the life of a call center representative.

The Top 3 Ways to Forecast for Your Contact Center

Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.

The High Cost of Poor Workplace Culture

Call Center Weekly

By Anonymous Log into your programs, put your headset on and turn on your phone. That first call of the day means so little to you because you take hundreds of calls a week that are exactly like the one you are about to take.

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"Follow the Leader", Featuring Neal Topf

Call Center Weekly

What factors should an organization take into consideration, when choosing a business partner? Companies have a wide range of criteria to consider when tasked with the difficult objective of choosing a business partner (provider).

An Alternative Approach to Agent Training

Call Center Weekly

By Sean Hawkins Two of the common reasons I hear regarding a lack of agent training, are no money and no time. This answer is unacceptable simply because there are many alternative methods of training and development available.

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.

Expert Forum: Choosing the Best Path for Transforming a Legacy Contact Center

The world’s most influential and customer-centric firms lead with technology, but do not let technology lead their customer relationships. Iconic firms – as such firms are labelled – recognize that providing exceptional customer experience is a key driver of increased revenue and brand loyalty. Register now to learn what strategies differentiate an iconic firm from other businesses

"Follow the Leader", Featuring Meghan Speer

Call Center Weekly

What can brands do better on social media, to truly connect and engage consumers? I think that it starts with brands recognizing that consumers are actual people.

Customer Service: Do You Know Who Your Competitors Are?

Call Center Weekly

Some years ago, I read a customer service article that resonated with me so much that I carry the concept with me as one of my core service truths.

Knowledgeable Agents Are Key to Great Customer Service

Call Center Weekly

By Sean Hawkins I recently spoke with an agent for my insurance company, in the hopes of clearing up a misunderstanding concerning my policies. Well, things didn't go as easily as expected. For starters, I called the wrong the number.

When the Public Is Your Customer

Call Center Weekly

By Sarah Elkins I tell people it was my favorite job ever. When our boys were little, I had the opportunity to work part time at the circulation desk at our local library.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.

5 Major Criteria To Be An Effective Leader

Call Center Weekly

By Mitch Mitchell Depending what you consider as a good leader, you'll either believe there are lots of good leaders or very few good leaders. As someone who's been ensconced in leadership for a long time I can honestly say that there's a true dearth of effective leaders in the world.

5 Best Articles to Supercharge Your Recruiting Game in 2018

Call Center Weekly

You have made it. 2017 is coming to an end. You have survived all the highs and lows. It was another eventful year for the recruitment sphere. Recaps and reviews must have been filling your feed and mailbox. We won’t bother you with another one. Instead, we’re going to give you a head start for 2018.

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Employee Engagement: Why is it Important?

Call Center Weekly

By Jacqueline Santiago Every employer should know they are at risk of high employee turnover, which is why employee engagement is so important. Implementing strategies is more than just providing surveys. You have to be fully committed by understanding the principles of employee engagement.

Are you Making the Most of Every Service Opportunity?

Call Center Weekly

By Meghan Speer I recently had to call into a company because the amount they charged me was incorrect. Working in the call center industry, I am always curious how these experiences will go, and often play the comparison game. How long do I have to wait? Do their agents sound better than ours?

Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

Do You Know Why Your Customers Are Leaving?

Call Center Weekly

By Chris Truitt Many of us think of business as a complex organism with many moving parts. While this is certainly true, business concepts can be simplified to two main objectives, Customer Acquisition and Retention. Acquiring customers isn't easy and can often be a costly endeavor.

Rising to the Challenge of Exceptional Customer Service

Call Center Weekly

By Melodee Norris How easy is it to deliver exceptional customer service consistently to every customer, every time? Super simple when the customer is polite and nice, right? It is natural to mirror how we are being treated so when a customer is courteous and kind, good customer service is delivered.

Leadership in Action

Call Center Weekly

By Linda Sydow When building high performing teams, it is important to include the members of the team in the building process. If they do not feel included, the results will be less than stellar. They will either leave the team, or become disconnected, and distant.

"Follow the Leader", Featuring Erica Mancuso

Call Center Weekly

What is one thing every company can immediately do, to improve their Voice of the Customer program? There are some elegant ways to improve VOC, and then there’s effective, yet less than elegant ways.

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How Can Contact Center Leaders Avoid the 'Mechanical' Approach to Metrics, and Become More Customer Experience Focused?

Call Center Weekly

By Dan MacDougall Contact center metrics are developed to measure operational performance (e.g. Calls Answered Live, Escalation Rate, First Contact Resolution, and Call Volume).

Ingestion Indigestion

Call Center Weekly

By Diana Aviles Ingestion is Speech Analytics (SA) jargon that describes the act of the SA tool downloading a copy of call audio and its associated metadata from the recorder source.

How To Be A Good Customer

Call Center Weekly

By: Anonymous Most companies have a plethora of tutorials, manuals, videos, and webinars on how to use their product. At any given moment, customers can chat, email, or call for help. While most interactions go smoothly, not all do. The contact center must be committed to righting those wrongs.

"Follow the Leader", Featuring Patrick Russell

Call Center Weekly

What are some gamification best practices you recommend, to ensure success? Although the term “gamification” is relatively new the practices is as old as contact centers themselves. Prior to having software solve all our needs we used to “gamify” the workplace through peer or team competition.

Customer Service Changes its Face. The Journey Will Never Be the Same.

Call Center Weekly

By Anna Sabryan We in customer service know how important our role is. Many companies compete to have the best service, and periodically innovate to catch up with ongoing changes. Customer service, at times, changes at a rapid pace.

Do You Have The Right BLEND For Sales?

Call Center Weekly

By Michael Sherlock “Do you care about the environment?” he asked while trying to step in front of me politely while I attempted to entre Whole Foods. Damn! I made eye contact. “Do Do you care about saving homeless starving dogs?”

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"Follow the Leader", Featuring Jeremy Watkin

Call Center Weekly

What is an effective way to collaborate with other departments to improve customer experience? There’s no need to overcomplicate things. It always starts with relationships -- genuine, authentic relationships.

Five Tips To Boost Agent Success

Call Center Weekly

By Sean Hawkins On a daily basis, call center managers are inundated with data, decisions, escalations and reports. If all goes well, service levels have been met, CSAT or NPS will be satisfactory and you may actually have time to take an uninterrupted lunch.

"Follow the Leader", Featuring Al Hopper

Call Center Weekly

What are your thoughts on industry standards, with regards to contact center metrics? Why do we use metrics? To determine our success at something. In sports we use metrics like yards gained, strike outs, or minutes played per quarter.

What Value are you Adding to Your Product or Service?

Call Center Weekly

By Lori L Dees I work for a local dental society, as the Exhibits and Foundation Manager. We receive many offers of products and services from a variety of companies.

Follow the Leader", Featuring Jeff Toister

Call Center Weekly

How do you encourage front line staff to take ownership of the contact center vision? I recently spoke with a contact center leader who was frustrated that his agents weren’t really excited about the vision.

"Follow The Leader", Featuring Annette Franz

Call Center Weekly

Along with traditional satisfaction measurements, what else should organizations focus on, to ensure an accurate assessment of customer experience? I typically focus on a three-pronged approach to assessing the customer experience. Listen.

Can Anyone Lead?

Call Center Weekly

By Kathy Holdaway What does leadership look like when you are not the one in charge? How does your way of being, create a collaborative environment? How do you show up every day? Leadership starts with who you are on the inside. Being who you are, is the greatest gift we could ever receive from you.

Working in Tandem: Customer Service and Marketing

Call Center Weekly

By Wendy Weinert There are many important departments that make up a well-oiled business machine. None, however are more or less valuable than the other. In fact, they are completely intertwined with one another.

"Follow the Leader", Featuring Sarah Stealey Reed

Call Center Weekly

How does inclusion in the contact center improve customer service? I love this question, not just because it's something near and dear to me, but because diversity and inclusion in the contact center genuinely makes a positive difference.