Remember, Call Center Agents = Your Brand.

How’s your brand today?

Defining your brand used to be so much easier. In the good old days (for me, the good old days were the 80s), your brand was whatever your advertising said it was. Social media changed all that. Now your brand is whatever your customers say it is. And so your brand is largely determined by your call center agents – those often-ignored people who toil day and night to help your customers solve their problems.

Unfortunately, many companies treat call center agents as replaceable cogs in a system. When one leaves, bring in another and move on. During the […]

Employee Engagement Drives Business Growth

Fact: The employee experience drives the customer experience. I know I’m stating the obvious – but, shockingly, to many, it is not that obvious. So many companies still fail to recognize that important connection, to […]

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5 Things Frontline Leaders Can Do to Help Agent Attrition

I love working with front-line supervisors and managers who are learning how to be more effective coaches. Most are eager to learn how to build a great team. During our work time together, many express […]

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Agent Engagement: Are Employees Fulfilled, Appreciated and Understood?

Forget once-a-year employee surveys. How about once-a-week? That is if you even do employee surveys.

Many companies will survey their customers. The surveys range from simple questions, as in the Net Promoter Score type surveys to […]

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What Does Customer Service Wait Time Cost You?

When it comes to customer service, wait time is downright evil. It’s just ridiculous that we pay companies for their product and end up waiting to be served. We call about a billing issue and […]

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Are You On the Customer Experience Naughty List?

‘Tis the season… Santa’s making his lists and checking them twice.

Oh no! Your company shows up on his Customer Experience Naughty List! What did you do wrong this year? In short, a lot.

There are five categories […]

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Turning Feedback into a Customer Service Advantage

Customers have always had a voice, but today it is louder than ever. Great companies want to hear from their customers. They want their feedback, opinions and anything else that will give them an advantage. […]

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Why Every Employee Needs Customer Engagement Training

One of my favorite customer service quotes is by Karl Albrecht, founder of the Aldi supermarket chain, who wisely said, “If you’re not serving the customer, you’d better be serving someone who is.”

It’s easy to […]

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Call Center Metrics: The Numbers We Don’t Look at Drive the Numbers We Do

In the contact center, metrics are always important. Whether in-house or outsourced, you can’t manage what you don’t measure – and measurements drive behavior.

Most of the time, management looks at quantifiable call center metrics that […]

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