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 understand the need for service skills training for customer service, tech support and sales teams. They interact directly with [...]

By |December 2nd, 2014|Customer Experience, Training / Coaching|

4 Barriers to a Successful Gamification Program in Your Contact Center

The world is changing and contact centers have to keep up. Generation Y – the “Millennial” generation – has a different outlook on life than generations before it that extends to everything from the way they communicate to the way they work. And the truth is, not only does this group make up a large [...]

By |October 28th, 2014|Training / Coaching|

3 Must-Haves for Workforce Management Success

Workforce managers don’t have it easy. Not only are they responsible for accurately forecasting call requirements per half hour by both queue and skill, they are also tasked with scheduling the right number of agents needed to handle calls at a prescribed service level and average handle time. This is a very specialized job that [...]

By |August 26th, 2014|Best Practices / Metrics, Innovation|

11 Things You Must Know to Win the Customer Experience Battle

If knowing is half the battle, what's the other half? In the 1980s, there was a G.I. Joe cartoon series for kids that embodied good vs. evil. At the end of each episode was a public service announcement (PSA) that would answer various questions and teach kids some valuable lessons. Each PSA ended with, "Now [...]

By |August 21st, 2014|Corporate Culture, Customer Experience, Training / Coaching|

The Three Contact Center “Coacheteers” and Agent Engagement

In the Alexandre Dumas novel, The Three Musketeers, the main characters are Musketeers of the Guard. They fought in battle and also formed a royal guard for the protection of the king. Dumas penned their famous and often quoted “all for one, one for all” motto in this novel. When I read this phrase recently, [...]

By |July 8th, 2014|Training / Coaching|

Recruiting for Agent Coaching Success Across Channels

Regardless of the channels we’re hiring for, some principles remain the same. I firmly believe that these two points are necessary for providing the best customer experience: We need to recruit agents who are open to change, willing to learn and committed to offering great service. Agent coaching only works if all parties (agent, supervisor [...]

By |March 11th, 2014|Best Practices / Metrics, Training / Coaching|

4 Key Issues for Healthcare Services Call Centers as They Enter the Age of the Consumer

Few industries have undergone as much radical change in the past decade as healthcare. The healthcare industry is growing amid extensive regulatory changes including the creation of health insurance exchanges and the new Affordable Care Act (ACA), as well as the development of new risk and payment models. With the consumerization of healthcare comes more [...]

By |March 10th, 2014|Customer Experience, Innovation|

Treat Agents as Consultants to Maximize Engagement and Contact Center Performance

To your customers, the most important C-level position in your company is the CSR. Hopefully your contact center understands just how valuable and influential its CSRs are. The greatest centers I have worked with in my 20 years in the industry certainly don’t underestimate their CSRs (a.k.a., agents). They view agents not as ‘the folks [...]

By |June 4th, 2013|Best Practices / Metrics|

Do You Have Supervisors or Super-Agents?

The first thing that I notice when walking into a contact center is the visual layout and then the busy hum of all those lovely agent interactions with customers. Supervisors are an important part of that “hum” so I like to see what they are doing: Are any out on the floor working with agents? [...]

By |May 15th, 2013|Training / Coaching|

Does your contact center have a Butcher of Hope?

I recently watched a comedy called “The Neighbors” (see ABC.com) which is about a family that moves into a suburban community where the other residents are all aliens from another planet. In this episode, the alien leader, Larry, went to a PTA meeting with his human neighbor. When a heated debate between two PTA members [...]

By |February 21st, 2013|Training / Coaching|