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.

Trending Sources

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.

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.

The New Standard: Why Employee Obsession Matters

We often hear about putting the customer first, or the famous saying: the customer’s always right. But at TaskUs, we put the employee before our customers before our shareholders. Read our eBook to learn more about why we focus on the employee experience.

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.

Random Acts of Customer Service Kindness

Call Center Weekly

By Sean Hawkins Kindness is the root of all good things. This saying has significant meaning to those in customer service. Providing service is one thing. That is expected. However, extending kindness creates special moments for customers.

Improve Your Contact Center Through Agent Training and Development

Call Center Weekly

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.

"Follow the Leader" Featuring Todd Hixson

Call Center Weekly

What are some forecasting best practices that you utilize? Here's a quick tip for each area of forecasting. And yes, make sure you include all four! Volume: Clean anomalies. This includes high abandons (look at redials).

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.

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.

"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.

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.

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.

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.

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.

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.

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.

1-2-3 Engagement is the Key

Call Center Weekly

By Sean Hawkins If you want your staff to be engaged, they must first be involved! I constantly seek opportunities to allow people to work and grow in areas other than their current role. We often talk about removing silos between departments, yet many employees remain siloed in their roles.

"Follow the Leader" Featuring Jessica Voss

Call Center Weekly

What are the benefit of moving your contact center to the cloud? For those of you who are still standing still on the ground and contemplating moving your contact center to the cloud, allow me to float you some ideas to get you moving toward the cloud. First , the security of the cloud is much better than that of the traditional, premise-based solutions. Second , a cloud solution can provide a more agile, robust platform.

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.

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.

"Follow the Leader" Featuring Elaine Carr

Call Center Weekly

W hat is your top priority, when implementing a training team? The thing I look for the most are people who want to grow and develop themselves, try out new things, experiment, and make things better—no matter how good things are already.

Keys to Contact Center Consistency and Compliance

Call Center Weekly

By Mike Aoki I recently had a conversation with Brad Sellors, Managing Director at InfiniteKM , regarding knowledge management systems (KMS), consistency and compliance. Here are our questions and answers. Note, Brad’s responses have been lightly edited and condensed for clarity.

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.

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.

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.

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.

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.

"Follow the Leader" Featuring Bridget Horan

Call Center Weekly

What are your thoughts on customer experience at the executive level? Today, the customer journey is more intricate than ever, moving across multiple devices and platforms as products are researched, compared, price matched, and purchased. With every step, customer expectations are seamless, and if a brand can’t deliver, customers go elsewhere. C-Suite executives must ‘Mind the Gap’ between shifting customer expectations and leadership roles. Closing the gap starts with a unified c-suite.

"Follow the Leader" Featuring Beth Gauthier-Jenkin

Call Center Weekly

What are your pillars of customer service? Pillars of customer service are an integral part of effective, individual service interactions. Our service pillars are the human, business, and hidden dimensions. Every customer interaction has aspects of each dimension.

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.

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.

A Leadership and Service Lesson Via a Breakfast Sandwich

Call Center Weekly

By Sean Hawkins I woke up late and was pressed for time. All I wanted to do was get into the office at a decent hour! As I was preparing myself for work, one of my team members sent a text with a breakfast request. This is not an unusual request, and I really enjoy doing this from time to time.

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.

Who's Responsible for Professional Development?

Call Center Weekly

By Sean Hawkins A few years back, EdAssist conducted a study on the perceptions of managers and employees regarding professional development.

"Follow the Leader" Featuring Shep Hyken

Call Center Weekly

What is the most important role of the Chief Customer Officer? In my mind, there three important areas for the Chief Customer Officer to focus on: culture, systems and customer advocacy. When it comes to the culture, either the company is completely customer focused or it’s not.

What Makes You a Good Leader?

Call Center Weekly

By Jessica Menapace On Sunday our Senior Manager of Training and Development, John Kusinski, sends out "Leadership Reflections" to everyone on the leadership team of our organization. I get bogged down with the hustle and bustle of call center management, but I do my best to read them.

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.