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.

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 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.

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.

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.

What Are the Elements of Good Strategic Planning?

Call Center Weekly

By Dea Harrington From the article series, Strategy for the Real World Ask anyone for the definition of “strategy” and you will most assuredly get a myriad of subjective definitions. To keep us on the same page, here is a brief (and subjective) primer.

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.

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.

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.

7 Things That Will Keep Employees Loyal, Happy and Returning to the Job

Call Center Weekly

By Jessica Menapace Care Personally It is important for me to be sure that my employees know that I care about them personally. When employees feel and know that they are not just a number, or a body in seat doing a job, it creates a feeling of worth.

Customer Satisfaction is not Always an Indication of Customer Service

Call Center Weekly

By Sean Hawkins Let's face it, CSAT (customer satisfaction) is a vital measurement of customer service performance, and rightly so. In my opinion, there are 3 metrics that best measure a contact center's performance, and success.

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.

Sometimes a Cup of Coffee and a Donut Is an Effective Strategy

Call Center Weekly

By Dea Harrington Intro Recently I read an article by Brad Cleveland that proposed ten things that senior leaders should know about contact center operations.

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.

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.

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.

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.

"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).

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.

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.

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.

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.

How Technology & Customer Experience Have Changed the Employee Learning Landscape

Call Center Weekly

By Melissa Pollock Cloud-based contact center platforms, big data analytics, omni-channel operations, and artificial intelligence applications have all contributed to a prodigious evolution in how we engage and manage customer journeys.

"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.

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).

"Follow the Leader", Featuring Lauren Lomb

Call Center Weekly

What are some fun and creative ways to train staff during down time? There are many fun and creative ways to train staff during down time. One way, is to create a crossword puzzle with the questions and answers related to the organization’s mission, values, and of course, product knowledge.

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.

"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.

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.

"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.

"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 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.

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.

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.

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.

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.

Audio Deep Dives: Listening Analysis Made Simple

Call Center Weekly

By Diana Aviles The core part of Speech Analytics that sometimes gets lost amongst the high powered metadata and reporting functionalities are the audio insights themselves. The whole purpose of SA is to have the ability to analyze specific words and phrases mentioned in customer/agent interactions.

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.