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More Coaching Misses and How to Fix Them (Part 2)

Welcome to the follow-up to “Coaching Misses and Fixes.” Last time we looked at some of the coaching improvement opportunities. Here are some more ideas for your consideration: Avoid talking about other agents and their skill problems Your agents don’t really care how coworker “Mary” struggles with the same skill issue or that coworker “Joe” [...]

5 Ways to Reduce Agent Attrition with Advanced Intraday Automation

Workforce attrition can wreak havoc on any business, and this is especially true for call centers where it continues to rise. Keeping agents happy amidst the call center chaos can prove to be challenging for supervisors. Busy schedules mixed with the unpredictable nature of the environment leaves little time to develop, support and ensure agents [...]

Coaching Misses and How to Fix Them (Part 1)

One of the most important jobs we have as leaders is to make sure we are coaching successfully with our team members. Unfortunately coaching is sometimes done based solely on process goals rather than looking at the “moments of truth” that we create for our agents during the process. So many things we do and [...]

How Can Your Team Innovate Around the Customer Experience?

Your customers want to innovate with you. And often your employees do, too. The challenge comes in finding ways to help your customers and team members innovate around the customer experience in ways that don’t require massive investments of time and money. Innovation doesn’t have to be impossible! Make it fun and fast, and learn [...]

Thinking is Bad – So Why Are You Making Your Customers Do It?

“The goal should not be to remove humans from the equation, but [to] empower human beings who actually have a beating heart and who are caring people to achieve a greater degree of hospitality.” These words, from Danny Meyer, the CEO of the Union Square Hospitality Group, are meant for restaurants, but apply just as [...]

Information Your Customers are Tracking (Whether You Know It or Not)

Twitter and Facebook have started experimenting with posting when brands are responsive, how responsive they are, and what the best times are to get a response to inquiries via these social media channels. Brands better sit up and take notice. Customers are tracking how you behave. They are telling their friends dirty little secrets like [...]

By |August 18th, 2016|Best Practices / Metrics, Customer Experience|

3 Ways to Find Your Customer Service Superstars

Do you know what your customers talk about after interacting with your company? Most likely, one of two things happens. They tell their friends all about the painful, frustrating experience of an interaction gone wrong. Or…they tell their friends how happy they were with the service of such an exceptionally helpful, friendly representative for your company. [...]

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 [...]

Prevent Fires with a Real-Time Frontline

What’s the difference between tactics and strategy? Strategy is what you are trying to accomplish, where tactics answer the question of how you will accomplish it. Look at it this way: strategy is doing the right things. Tactics are doing things right. For most Real Time Analysts in today’s contact centers, every day is like [...]

By |February 22nd, 2016|Best Practices / Metrics, Training / Coaching|

Manual Contact Center Productivity Tools Aren’t Fit for the Modern Era

Here's the story: A health insurance company came up with an innovation for their health savings accounts, allowing account holders to select among three pricing plans. This would allow their customers to select the plan that best fit their needs. Their market research confirmed interest in the plan, so they implemented the new account types. [...]

By |July 28th, 2015|Innovation, Workforce Infrastructure|