QA calibration sessions are a common way to ensure that quality assurance analysts are on the same page when it comes to evaluating customer calls. During a typical session, analysts independently score a call and then discuss the results with end goal of becoming “calibrated” so that analysts will score calls similarly. It’s impossible to... Read more »
Digital communication methods, such as email, texting and social media, have taken a huge bite out of the use of good, old-fashioned face-to-face dialogue. Much has been written about some of the shortcomings of digital-only communications, including the absence of facial expressions and body language that face-to-face conversations provide.
Airlines are often a great source of examples of customer experience fails. Big or small, social media fuels the outrage and the news programs just love to report on them. Who can forget the image of the doctor getting dragged off an oversold flight? The media made sure that was burned into our memories forever.
At USA800, we have always been very partial to a US-based model of contact center outsourcing. Afterall, USA is part of our company name. But we wouldn’t be honest if we pretended that there weren’t some potential benefits to using offshoring or nearshoring. What follows is a summary of some of those benefits.
The start of a new year is a great time to assess what’s going on with your professional life. Are you giving it your very best? Are you being a good employee and teammate? Are you growing professionally and are you happy? We all could benefit from some honest self-reflection and some fine tuning of... Read more »
There’s an old joke that goes something like this: When God was passing out brains I thought he said trains and I missed mine. And when He was passing out looks, I thought He said books and I said I don’t want any.
The January-February 2017 edition of the Harvard Business Review contained a very thought provoking article called “Kick Ass Customer Service.” It’s thought provoking because the authors challenge the entrenched belief that people who are predominantly empathetic make the most effective contact center agents.
I once worked at a contact center that had a contract with a state agency. One of the contract terms stated that they could show up unannounced at our facility any time they wanted to in order inspect our operations. We had been in business for a couple of decades at this point and had... Read more »
Contact centers are fast-paced, often “hair on fire”, environments. A leader’s day can be consumed with personnel issues, customer escalations, technology glitches and scheduling challenges. With so many short-term priorities that need to be addressed, it can be difficult to shift mental gears and think strategically. Plus, who has the time?
Whenever I type the phrase “contact center”, I’m reminded of the time I ran into a former colleague from a previous employer (a financial services company). When I told him I was working at a contact center, he replied with, “So people call you guys when they need more contact lenses?” That was good for... Read more »