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. MORE
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. 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 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. 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
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 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
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
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
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. MORE
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. 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
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. 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
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. 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 Kathy Holdaway Good leaders make people feel that they're at the very heart of things, not at the periphery. Everyone feels that he or she makes a difference to the success of the organization. When that happens people feel centered and that gives their work meaning. Warren G. MORE
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. 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 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. 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
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
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 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
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. 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
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
AUGUST 15, 2018
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.
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
JULY 6, 2018
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.
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Call Center Weekly
APRIL 19, 2018
By Maurice Helm I understand from experience the life of a call center representative.
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.
Call Center Weekly
AUGUST 1, 2018
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.
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
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 30, 2018
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.
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 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
JULY 19, 2018
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.
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
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.
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
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?
Call Center Weekly
JUNE 29, 2018
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.
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
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
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
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
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 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
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 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
SEPTEMBER 18, 2017
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.
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
NOVEMBER 8, 2017
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.
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
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
SEPTEMBER 1, 2017
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.
Call Center Weekly
AUGUST 28, 2017
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.
Call Center Weekly
NOVEMBER 6, 2017
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.
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.
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