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 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.

Trending Sources

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.

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.

GROW YOUR NETWORK

Join us as our guest at our Mid-Atlantic regional event to grow and learn next to your peers. Total wine is hosting our group for a dynamic and interactive half day session where we’ll dial in on contact center cross-training, onboarding, hiring, and more.

Coaching? Don’t Make Your Agents Defend Stupidity

Contact Center Pipeline

I knew I was in trouble! I was driving down the highway with my lovely wife, Jana, when we spotted a traffic jam up ahead. I suggested we stay on the highway, since it was the most direct route to our destination, and slowdowns like this usually clear up within a few miles. However, my […].

So, what is the future of work?

Aspect

A few weeks ago, I was heading home in a car with two of my friends. Oblivious to the hustle of the commute and barely attentive to the idle chatter, I was zoned back into the moment when my friends started talking about artificial intelligence. Artificial intelligence is the next big thing.

Avoid IVR Jail and Release the Customer Journey

Call Center Coach

Last year, roughly 1 in 8 Americans used GetHuman. GetHuman started back on 2006 when, founder of several software companies, Paul English became enraged when he was locked in Verizon’s IVR jail.

Putting Humanity in Contact Centers

Customer Relationship Metrics

You’ve tried numerous tactics to improve your agent performance and to put your attrition problem to rest. You’ve conducted surveys, created committees, put in recognition programs, and still you struggle.

Improve Content Consistency Across Channels with AI-Infused Knowledge

Contact Center Pipeline

eGain’s SVP Worldwide Marketing Anand Subramaniam believes that delivering a consistent content experience is key to driving value for both customers and agents.

Creating Career Paths for Agents

Contact Center Pipeline

There is no doubt that technology has accelerated the pace of change in contact centers. Yet when it comes to the human element, some things have remained the same for decades. Agent turnover has been and remains a top challenge in centers.

Hot Trends Impacting Contact Centers: Artificial Intelligence

Contact Center Pipeline

We can’t publish a series on trends without including artificial intelligence (AI).

How are you raising customer expectations too high?

Call Center Coach

Evolving customer expectations present an enormous opportunity for organizations to differentiate service, but at what cost? Economic unpredictability and raising customer demands have put a strain on contact centers everywhere. But are you part of the problem?

How Dumb is it for Your Supervisors to Support Agents?

Call Center Coach

It’s simple. Your agents need help with a customer, all they have to do is raise their hand. But how dumb is that in today’s omnichannel and remote agent world? Okay, just raise a flag then. That’s not much smarter. How dumb is it for your supervisors to support agents? Click to Tweet.

How to Improve Your Center’s Loyalty and Retention Rates

Contact Center Pipeline

There is no such thing as, “just an address change” or a “simple customer question.” Every interaction is a loyalty situation: How that interaction is handled can either generate customer commitment or drive that customer away.

Brett Brosseau shares insight into Call Center Gamification

Call Center Coach

Gamification in customer experience has been used for several years. The concept of using game mechanics to attract and retain customers in the consumer space is commonplace and many tools have been developed.

Revisiting Your Service Level Objectives

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Service Videos Workforce Management Brad Cleveland service level workforce management

Small Call Centers Go Big with Speech Analytics

Call Center Coach

Small Call Centers Go Big with Speech Analytics. But we’re small.” This is often the reply leaders of smaller call centers use when they look at many of the contact center solutions in the marketplace. They just think they can’t have what the larger centers can because of their size.

3 Ways the Contact Center Contributes to Customer Experience

Brad Cleveland

Call Center Contact Center Customer Experience Customer Relationships Customer Service Leadership Videos Brad Cleveland customer experience customer relationships

Are Your Contact Center Metrics on Target? Follow This Easy 3-Step Process to Find Out

Contact Center Pipeline

Contact center days are jam-packed with activity. It’s easy to lose sight of the thread that should tether contact center performance metrics to what matters most to customers. Doing so can leave the contact center and its agents disconnected from their own customers.

Leaders Need to Spend Time on the Frontline

Brad Cleveland

Call Center Contact Center Customer Service Leadership Organization and Culture Videos Brad Cleveland leadership

Leading a Distributed Team

Brad Cleveland

Call Center Contact Center Customer Service Leadership Organization and Culture Brad Cleveland leadership

Hot Trends Impacting Contact Centers: IoT-enabled Service Strategies

Contact Center Pipeline

In our mid-year look at five“hot” topics that have been garnering much attention recently, our last post offered insights into why employee engagement is so critical to modern contact centers.

Blending AI with Human Support

Contact Center Pipeline

The future of work and the impact that artificial intelligence will have on the workforce has been a hot topic lately.

The Problem with Daily Averages (and the Solution)

Brad Cleveland

Call Center Contact Center Customer Service Videos Workforce Management Brad Cleveland reporting workforce management

Building a Culture of Engaged Employees

Brad Cleveland

Call Center Contact Center Customer Service Leadership Organization and Culture

Building Brand Engagement with Multichannel Services

Brad Cleveland

Call Center Contact Center Customer Experience Customer Relationships Customer Service Leadership Multi-channel Support Videos Brad Cleveland leadership multichannel

Is your chatbot contact center smart?

Call Center Coach

If you read the media hype about chatbots, you might get worried thinking that Artificial Intelligence will cause widespread contact center extinction. During this interview with CTO Alex Black of Enghouse Interactive, we share a different perspective.

Mobile Self-service Modernizes Your WFM

Call Center Coach

Effective Workforce Management (WFM) in contact centers seems to be fairly straight forward. That’s until you have to deal with all of the exceptions. But when agents use their mobile devices to help themselves with managing exceptions, your burden becomes a whole lot easier.

The Truth About Objectives for Abandonment

Brad Cleveland

Call Center Contact Center Customer Service Videos Workforce Management

Training vs. Coaching: Which Is Better?

Contact Center Pipeline

Training and coaching are two different approaches, but people often use the words interchangeably—and even worse, they use the tactics interchangeably. Let’s clarify our terms. To train means to provide the learner with the tools he or she needs to function.

Lassoing the Wild West Contact Center Technology

Call Center Coach

Rope can be used to create a lasso to help you. Or it can be used as a noose for hangings. And Lori Bocklund has seen both happen in the current Wild West of contact center technology that exists today. Unstable Contact Center Technology. Being unstable can mean different things.

7 Rules of the Road for Recruiting and Hiring

Brad Cleveland

Call Center Contact Center Customer Service Leadership Organization and Culture Videos Brad Cleveland hiring recruiting

Improvements Must Be Ongoing

Brad Cleveland

Making continuous innovations and improvements that lead to services that are faster, better and more cost-effective is an ongoing process that must be an inherent part of the organization’s culture and outlook.

5 Best Practices for Designing a Successful Training Program

Contact Center Pipeline

Boosting the Strategic Value of Your Customer Service Operation

Brad Cleveland

Call Center Contact Center Customer Service Leadership Videos Brad Cleveland leadership strategic value

Keeping Up with Customer Service Developments

Brad Cleveland

Call Center Contact Center Customer Service Leadership Videos Brad Cleveland leadership

Motivation and Engagement: Your Leadership Matters

Brad Cleveland

Call Center Contact Center Customer Service Leadership Organization and Culture Videos Brad Cleveland employee engagement leadership motivation

Don’t Leave Culture to Chance

Brad Cleveland

Call Center Contact Center Customer Service Leadership Organization and Culture Videos Brad Cleveland culture

Cutting Costs with Minimum Impact on Customers

Brad Cleveland

Call Center Contact Center Customer Service Leadership Videos Brad Cleveland leadership