Learn how to implement employee management tactics in the contact centre by exploring related blogs.
As expectations for customer service quality continue to grow (the 2015 State of Multichannel Customer Service Report revealed that 60 percent of consumers have higher expectations for service quality than they have in years past) contact centres must take all steps to make sure they can deliver the best customer experience possible. Read more →
Proper coaching is the secret ingredient to quality customer service.
Agent coaching builds the skills of your workforce and tightens up the weak areas of your customer service. Read more →
A common philosophy in the business world is that employees aren’t loyal to a company, they’re loyal to a leader.
A good leader is someone who knows the strengths of their team, motivates them to improve, and inspires faith in a common cause. To meet these goals, leaders often have to get up close and personal with their staff to learn where their sticking points are and how best to enhance their performance. Read more →
Contact centre agents need to adapt to the changing expectations of the customer service world.
As customers become empowered with online resources and self-help troubleshooting, the realm of customer service moves away from generalized problem solving. Call centre agents need to be prepared to handle increasingly complex challenges that customers can’t solve on their own. Read more →
An essential part of management is reviewing employee performance. This is usually done in some type of annual performance review where the manager drags an employee into their office and laundry-lists their shortcomings with numerical scores, performance benchmarks, and the occasional compliment thrown in. Read more →
Can your agents answer the phone? Can they take down information? Do they follow a script well?
If you answered yes, then great! Your team has their “hard” skills down. Read more →
There’s a saying in the customer service industry: “Customer service isn’t a department — it’s a lifestyle.” Read more →
The business reputations of many companies depend on their ability to provide good customer service — one of the reasons so many have chosen to outsource to third party customer service providers. Read more →
What makes a good call centre? Is it one that constantly exceeds customer expectations? Or how about one that never fails to meet their performance benchmarks?
While both of these are essential to an effective contact centre, they’re both the end result of a much more important factor: the skill of your team. Read more →
What’s the difference between a manager and a leader? While the two seem similar in name, anyone that has worked for a manager who was a poor leader can tell you that the skill sets for each are as different as night and day. Read more →