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Spring Cleaning Time for Our Centers

Welcome to Spring! It’s time to clean the clutter and broken pieces out of our center house and bring in some new ideas. In order to do this we need to avoid getting stuck in the “we’ve always done it this way” mentality. Even large centers that pride themselves on innovation and efficiency often find [...]

4 Ways to Boost Cx and Operational Efficiency with Intraday Automation

Let’s pretend you’re the customer. Like most customers, you’re pretty savvy when it comes to figuring out answers on your own. In fact nowadays, customers are smarter and more complex, because they prefer self-help support within the marketplace and they can access it in various ways, 24/7. But, what happens when you reach a roadblock? [...]

We Know If They’ve Been Good or Bad With Customers – But What Are We Doing To Inspire Change?

Sometimes coaches become a little like Santa Claus. Keeping the list. Checking it twice. Knowing who has been “naughty or nice” with the customers. Checking the coaching off as “done” and waiting for the next coaching time. But, unlike Santa, our coaches need to find ways to not only document skills on a list but [...]

7 Ways to Coach by Example

Coaching is so much more than sitting in a room and discussing skills with our agents. If a manager looks at coaching as a boring checklist item to be completed weekly or monthly, the agent will approach it the same way. Your view of coaching affects you, your customers and each member of your team. [...]

Are Your Processes “Customer Driven” or Driving Customers Away?

Even when our agents are coached and trained to provide the best customer experience, those best efforts can be in vain if our processes aren’t making our customers happy. It may make perfect sense as you read those words, but how many times have we made excuses about a company process being necessary for some [...]

5 Ways to Create a Seamless Omnichannel Experience with Intraday Automation

The evolution of technology has transformed the way consumers interact with brands. According to the Retailing 2020 report, the demand for an omnichannel customer experience will be amplified by the need for nearly perfect execution by 2020. And for call centers, the hub of customer experience management, the pressure is on to get the omnichannel [...]

Proactive New Hire Training and Coaching = Engaged Agents

We know that coaching offers many benefits for our experienced agents so we design coaching programs for on-going employee development success. However, we may not have equally effective plans in place for introducing and rolling out coaching with our newly hired agents. The first few weeks on the job can be major turnover time if [...]

Share Your Contact Center Employees, Share Your Learning

Loaning out your employees to the rest of the business gives them fresh perspectives on career paths and spreads your knowledge to the rest of the organization – but it also brings knowledge back. I once led customer experience for a division of a Fortune 25 company. Knowing that the call center was where the [...]

By |September 12th, 2016|Agent Engagement, Best Practices / Metrics, Training / Coaching|

Why Operations VPs Need To Encourage Internal Customer Service Excellence

Recently I had a support team manager tell me that she had received feedback from a VP in the operations area of the company where she worked. He told her that he thought that all this “engagement” by her agents in emails and on calls to internal customers and co-workers was unnecessary “fluff”. She told [...]

Coaching Social Customer Service Agents

Coaching in our centers can involve a wide variety of coaching activities and communication skills. Our agents may be focused on only one type of customer interaction or a blend, depending on how our center functions and the level of agents we employ. Social media has become a major customer engagement opportunity for companies, whether [...]