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. MORE
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. MORE
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. MORE
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?” MORE
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. MORE
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. MORE
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). MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
By Sean Hawkins Organizations that understand the true value of professional development, culture, innovation, and creativity, also recognize the value of continuously educating their employee base. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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? MORE
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. MORE
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. MORE
By Maurice Helm I understand from experience the life of a call center representative. MORE
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). MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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). MORE
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. MORE
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. MORE
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. MORE
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. MORE
Call Center Weekly
SEPTEMBER 6, 2017
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.
Call Center Weekly
DECEMBER 14, 2017
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.
Call Center Weekly
FEBRUARY 12, 2018
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).
Call Center Weekly
APRIL 19, 2018
By Maurice Helm I understand from experience the life of a call center representative.
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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.
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Call Center Weekly
MAY 14, 2018
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.
Call Center Weekly
MAY 2, 2018
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).
Call Center Weekly
OCTOBER 30, 2017
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.
Call Center Weekly
JULY 24, 2017
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.
Advertisement
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Call Center Weekly
MAY 9, 2018
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.
Call Center Weekly
MAY 31, 2018
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.
Call Center Weekly
FEBRUARY 22, 2018
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.
Call Center Weekly
MAY 10, 2018
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.
Advertisement
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.
Call Center Weekly
FEBRUARY 5, 2018
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.
Call Center Weekly
DECEMBER 27, 2017
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.
Call Center Weekly
MARCH 12, 2018
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.
Call Center Weekly
MARCH 22, 2018
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?
Advertisement
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.
Call Center Weekly
APRIL 9, 2018
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.
Call Center Weekly
DECEMBER 11, 2017
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.
Call Center Weekly
FEBRUARY 1, 2018
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.
Call Center Weekly
APRIL 18, 2018
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.
Call Center Weekly
APRIL 17, 2018
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).
Call Center Weekly
MAY 7, 2018
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.
Call Center Weekly
APRIL 10, 2018
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.
Call Center Weekly
FEBRUARY 21, 2018
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.
Call Center Weekly
DECEMBER 5, 2017
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.
Call Center Weekly
APRIL 6, 2018
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?”
Call Center Weekly
FEBRUARY 28, 2018
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.
Call Center Weekly
APRIL 27, 2018
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.
Call Center Weekly
MARCH 28, 2018
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.
Call Center Weekly
APRIL 23, 2018
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.
Call Center Weekly
MARCH 21, 2018
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.
Call Center Weekly
FEBRUARY 14, 2018
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.
Call Center Weekly
MARCH 16, 2018
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.
Call Center Weekly
FEBRUARY 8, 2018
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.
Call Center Weekly
FEBRUARY 7, 2018
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.
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