I spend a lot of time surfing the internet for interesting news about contact centers. It’s one of the fun aspects of writing for a blog. I recently came across a novel skill to train agents – improv.
I first heard the platitude quoted in the title of this post many years ago. Back then, the athlete used as an example was Tiger Woods, as in “Even Tiger Woods needs a coach.” It’s a little trite, but if you look at it closely, it actually has a lot of merit.
There is a legendary call that occurred a few years ago that is often held up as a shining example of how to deliver a world class customer experience. It involves a phone agent from an online retailer who spent over ten hours on a call with one customer. The call resulted in the sale... Read more »
I was recently taking advantage of an online sale. The retailer sells a household consumable that I really like and purchase several times a year (especially when it’s on sale!). At the end of the transaction, I was offered a very vague merchandise reward in exchange for completing a customer survey. I typically don’t fill... Read more »
Talking to vendor references is part of most contact center selection methodologies. This step in the process typically happens once the potential vendor list has been narrowed down to the top two or three.
Quality is clearly an important metric to call centers. But so is service level. And average handle time. And first call resolution rate. And wrap time. And… Well, you get the picture.
The start of a new year always triggers several publications to predict what the next twelve months will hold in store in the areas of customer experience and customer service. Organizations like Forrester and Forbes provide rich reading as they describe what’s trending in the industry.
Millennials now represent the largest percentage of the workforce Did you know that millennials are now the largest generational group in the workforce? Yes, those youngsters that we knew were coming have now arrived. They took over their top position in 2015, when the millennial workforce swelled to 53.5 million (source: Pew Research). Some... Read more »
Work to motivate your call center through tough times Your call center works tirelessly, performing the Herculean task of satisfying the customer day in and day out. It’s hard work, but you and your agents really care about your customers and you take a lot of pride in the excellent service you deliver. And then... Read more »
Learn from listening to your agents in action Supervisors conduct side-by-sides with their customer service agents, especially new ones, as a normal part of business. Plugging in and listening to calls in real-time allows supervisors to give immediate feedback about quality and adherence to procedures. But side-by-sides shouldn’t just be a supervisor activity. The combination... Read more »