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.

Attitude: The Missing Attribute in Contact Center Hiring

Call Center Weekly

Let’s face it; hiring new personnel can be a long, arduous task. Prior to announcing an opening, the job description must be created and approved. Recruiting efforts must be discussed with HR to ensure the best candidates are brought to the forefront.

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.

Multilanguage Support in the Contact Center

Call Center Weekly

In today’s business world, the desire to reach more consumers is a top priority. With global online purchasing easier to accommodate, and businesses expanding into new geographies, one can naturally expect a surge in non-English speaking customers.

Build a bot with the Genesys PureCloud platform and Amazon Lex

Take a front-row seat to hear how this contact center integration will upgrade your IT infrastructure. Learn how to practically apply Amazon Lex and machine learning to replace your legacy IVR and overcome common IVR problems.

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.

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.

Who Should Manage Your Company's Social Media?

Call Center Weekly

By Sean Hawkins Who should be in charge of your company's social media, Customer Service, Marketing, or perhaps Sales? For organizations wanting a positive and meaningful presence on social media, this question must be answered with thoughtful consideration.

"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).

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.

"Follow the Leader", Featuring Michael Sherlock

Call Center Weekly

What are some guiding principles you follow, when developing new leaders? I believe the most important element to the development of a leader is their ability to practice engaged active listening. It is so easy to think that you have (or have to have) all of the answers.

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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.

"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.

What’s in a Name?

Call Center Weekly

When we hear a word or phrase, the mind begins to create a concrete visual for an abstract concept so that we can make sense of the situation and behave as expected.

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.

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.

"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.

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?

Bring Your 'A' Game

Call Center Weekly

I have a friend who has recently begun working remotely for a call center. It wasn’t what he really wanted to do. He has held “bigger” positions, and it was a little hard for his ego in the beginning.

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.

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.

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.

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.

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.

"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.

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).

"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.

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.

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.

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 Nate Brown

Call Center Weekly

How do you ensure buy-in from your team? Looking to get more skin in the game from you team? It’s time to include them from the ground up! There is a magic that happens when your team takes time to learn together.

"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.

"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.

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.

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.

Understanding the Impact and Importance of Customer Emotions: a Q&A with Maria Pocovi

Call Center Weekly

Lately, there has been great emphasis placed on customer experience, and customer journey mapping. Through insights gained, we in customer service are aware of the importance of utilizing soft skills to better enhance a customer's experience, as well as improving the level of service and support.

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.