Customer Relationship Metrics

JULY 26, 2017

Managing a contact center is fast paced and furious. When control over employee performance is influenced by management implementing carrot and stick practices, employees are stripped of control. Effective setting of employee expectations is a critical part of successfully leading and managing a team. Managing Emotions.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

Customer Service Life

NOVEMBER 15, 2020

In this article, I’m going to share some of the problems that were presented to me during my interview process for this role — all fairly normal problems I might add. But they are also easily used as a crutch, preventing agents from learning the material and tailoring responses to completely address concerns presented by customers.

Contact Center 92

Contact Center Engineering Calibration Coaching 92

Quality Contact Solutions

MAY 4, 2021

The details will help the call center management determine the skillsets required to build the best team to support your customers. The more information shared means they can present you with the best solution. Tina Lisell is a Senior Operations Manager for Quality Contact Solutions. Is there a need for multi-language support?

outsourcing 98

outsourcing Call Center Calibration Abandon rate 98

Taylor Reach Group

DECEMBER 7, 2018

This post is based on a presentation I gave recently at a contact center conference. The session was well received and every attendee asked for copy of the presentation ( you can find the deck online at SlideShare ). Improving coaching processes. Improving agent onboarding training and nesting. Creating mentor programs.

Coaching 120

Coaching Contact Center Calibration outsourcing 120

Serenova

MAY 29, 2020

As contact volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable. Crisis presents the uncommon opportunity to deliver customer interactions that build unshakable loyalty. Monitor agent calls for coaching opportunities. Smart Quality Management.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

As call volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable. Crisis presents the uncommon opportunity to deliver customer interactions that build unshakable loyalty. Monitor agent calls for coaching opportunities. Smart Quality Management.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

Callminer

AUGUST 1, 2017

Coping with unanticipated upticks in demand, staff turnover, and other common call center challenges only further complicate matters for managers working to create an efficient, productive, and effective team. Vincent Nero is the VP General Manager of Successories. Source: Human Resource Management; Issue: 51(4); 2012; Pages 535-548.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Integrity Solutions

JANUARY 22, 2024

Let’s take a closer look at what it means to be trustworthy and credible and how you can build trust in sales, whether you’re a salesperson or a sales manager leading your team. That means being humble, empathetic, punctual and present. This is part of being present in any conversation you have with another person.

Sales 60

Sales Calibration Scripts Personalization 60

Callminer

SEPTEMBER 5, 2017

Ensuring all agents gather and deliver 100% accurate information to consumers is a top priority for any QA manager, and something they must take incredibly seriously. One of the major challenges in this context is that managers typically estimate their agent calls throughout the month. Lindsey Havens.

Call Center 140

Call Center call center software outsourcing Coaching 140