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10 Ways to Improve Agent Performance & Retention

Wednesday November 23rd 2011 6am Rated 1 1 Comment Inbound Performance Agent
Agents in call centers with greater than 100% turnover perform 20 percentiles lower.
Complimentary

10 Secrets of the Well Trained Service Representative

Tuesday November 29th 2011 12pm Rated 5 0 Comments Management Training Agent
Customer service today is so much more than just a smile. In today’s market the service or support department is a complex environment and requires a service professional with multiple skills. It takes a person who has excellent communication skills (think social media, email, web chat, telephone and face to face ), a deep understanding of company specific product, policy and procedures knowledge, and yes, strong customer service soft skills.
Complimentary

Agent Performance 101

Thursday August 4th 2011 11am Rated 4 0 Comments Performance Agent
Whether you are a third-party telecommunications firm, or an in-house corporate call center, agent performance is the key to your success. Growing an agent from “good” to “great!” needs a roadmap to success, and will ensure that the agent meets center performance goals.
Complimentary

Making Choices: Empowered Agents or Script Junkies?

Tuesday May 15th 10am Rated 3 0 Comments Agent Cross selling
There has been little argument that outsourcing a contact center can have a significant financial impact - if one looks only at the direct expense and headcount. From an "everything else" point of view, however, there are many reasons not to outsource and/or offshore your customer support functions.
Complimentary

Is Your Coaching Really Making a Difference?

Thursday January 5th 12pm Rated 3 0 Comments Agent Coaching
If you ask your supervisors if they are coaching their employees, of course all of them will resoundingly say, “Of course I am coaching!” Coaching is definitely an activity that can be wide open to many interpretations and needs more clarification in order to ensure that your leaders are all consistent in their coaching. Some leaders hand out stats and tell their employees they are doing a good job.
Complimentary

Monitoring Behavior in Real Time Improves Customer Service and Agent Behavior

Tuesday December 13th 2011 10am Rated 3 0 Comments Call Monitoring Agent
From telemarketing to collections, providing customer satisfaction is at an all time high in the contact center industry. Check any top 10 list of call center complaints by customers and you’ll find rude or unprofessional agents somewhere on that list. Certainly there are opportunities to train agents, have them complete a diversity course, perhaps a class for proper phone etiquette and conflict management. However, without the right tools to monitor agents, natural behavior may slip agents back into the everyday grind, leaving freshly trained and practiced agents back to where they started. What’s next?

Quality Monitoring: Back to Basics

Tuesday August 24th 2010 2pm Rated 3 0 Comments Quality Performance Agent Coaching Employee Supervisor Vendors Contact Operations
Five QM practices that can help you to refocus your program on the fundamental goal: improving agent performance.
Complimentary

13 Practices that Prove Your Company Cares about its People

Thursday October 14th 2010 2pm Rated 2 0 Comments Agent Employee Engagement People
13 tips, broken up into 2 articles, to increase and maintain high employee satisfaction, retention and morale.

Moments of Truth: Drive Organizational Value through Every Interaction

Wednesday August 25th 2010 11am Rated 2 0 Comments Experience Customer Expectations Organizational Value Accessibility Agent Customer Customer Service Management Manager Contact
Are your processes distracting frontline agents from providing world-class service?
Complimentary

Deloitte Services

Wednesday August 25th 2010 10am Rated 2 0 Comments Survey Satisfaction Data Continuous Improvement Quality Agent Coaching Support Team Contact
Breaking the mold: A look at Deloitte Services’ journey to achieving distinctive service.
Complimentary

From Egg Salad to Customer Service

Tuesday March 6th 7am Rated 1 0 Comments Customer Service Agent Management Performance
When I am on the receiving side of customer service gone south, I am forced to wonder if the negative experience was a one-off fluke or—and this is what really terrifies me— is this organization consistently falling short of their customer's expectations?

At-Home Agents: A Model for the Future

Wednesday November 23rd 2011 6am Rated 1 0 Comments Inbound Agent Home Agents
Many companies are implementing the at-home agent model for purposes of improving customer service and increasing customer loyalty, as well as increasing retention through improved agent satisfaction. The at-home agent model accomplishes both of these objectives.
Complimentary

Building a Positive Culture into Your Hiring Process

Thursday April 28th 2011 10am Rated 1 0 Comments Customer Contact Management Agent Hiring
There is no better time to make a positive impression on a candidate than during the hiring process. We often think of that period of time as the opportunity for the candidate to impress us, but if we are attracting the right type of candidate they should be “hiring” us as well. In the contact center it is critical to attract the best employees because they are handling our greatest asset, the customer.

CCNG Interactive Networking Discussions - Colorado Springs Meeting Recap

Thursday April 28th 2011 10am Rated 1 0 Comments Community News Workforce Virtualization Incentives Management Agent
I recently attended at CCNG meeting in Colorado Springs where about a dozen Contact Center Professionals gathered to discuss the relevant issues of the day. Our host was Lon Hendrickson Executive Director of the CCNG Magnet Program where we discussed, virtual workforce, improving frontline training, and best practices for incentive based programs.

Five Phrases We Should All Embrace

Thursday February 17th 2011 11am Rated 1 0 Comments Agent Training
Every industry has its own language. Terms, acronyms, and phrases help define a profession as unique and specialized. Contact centers are no exception. We have a language we all use to help us more easily connect with like-minded leaders at seminars, conferences, and other networking events.
Complimentary

How to Be a Good Contact Center Agent

Wednesday November 17th 2010 9am Rated 1 0 Comments Management Manager Agent Team Training
This article will discuss how an individual contact center agent improve their careers. Recent customer service scores indicate, that there is room for improvement by contact centers.
Complimentary

Sales: Technology is the Great Enabler

Thursday August 26th 2010 12pm Rated 1 0 Comments Cross selling Upselling Knowledge Management Technology Relationship Manangement ACD Agent CRM Customer IVR Reporting Sales Staffing Training Workforce Quality Contact Learning
Technology plays a critical role in cross-sell/upsell success. A look at the tools that support every step of the service-sales initiative.

Language Services Associates

Thursday August 26th 2010 10am Rated 1 0 Comments Continuity Planning Disaster Recovery Case Study Agent Communication Customer Employee Manager Technology Contact
Preparing for an H1N1 pandemic: LSA rolls out a comprehensive plan to protect its staff and ensure continuous service for customers.
Complimentary

Optimizing the Customer Experience

Monday August 23rd 2010 3pm Rated 1 0 Comments Customer Customer Service Strategy Agent Experience Manager Optimization Contact
Transform high-level strategic goals into tactical operational tasks and activities throughout the enterprise.

The Myths and Realities of First-Call Resolution

Monday August 23rd 2010 1pm Rated 1 0 Comments Metrics Performance First Call Resolution Improvement Agent Customer IVR Management Contact
FCR is a widely misunderstood metric. But if measured appropriately against previous performance, it can drive positive business results.
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Tweets You Care About


  • MoveTweet (IamOkema) Superb read on how companies are re-thinking business & using #SocialMedia to explore http://t.co/7vGvzBqh | #business #leadbiz #custserv
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  • UpwardlyMe (KC @Upwardly.Me) Alternatives to Verizon - Skype, Grasshopper, Google Talk, VoicePlus...Verizon should realize they don't OWN the phone biz #CXO #CustServ
  • PunksatonyPics (Chris) You know what, having a root canal done without the aid of drugs is preferable to dealing with anyone from @ThreeUK #customerservice #haha
  • SarahHedayati (Sarah Hedayati) The Importance of Management Coaching http://t.co/k2cfNRO4 #custserv #cctr via @ImpactLearning
  • Blankita_n10 (Blanca Navarro) con la fokin groceria no van a lllegar a ningun lado man #customerservice #staples #winchester
  • socialskipper (Sally-Anne) Thank you SO much Chrissy at @cwonderstore for the amazing customer service this morning!! #custserv #win
  • mbarbagallo (Michael Barbagallo) #CustomerService week in review for week ending 5/12/12 http://t.co/sn7EoGcV #custserv #cctr #custexp
  • TravelJobsAgent (Travel Jobs Agent) New #Job Catering/ Hospitality/ Travel Experience Wanted #Liverpool http://t.co/B8rbsKjH #Hiring #Permanent #CustomerService
  • ServiceVantage (Jeff Bennett) @grazie1110 Absolutely. A little personal attention and patience go a long way. #custserv
  • rachelloumiller (Rachel Miller) Call Center Coaching — How Far Do Responsibilities Go? http://t.co/mMqlbn1Y #cctr #custserv via @ImpactLearning
  • callcenterdr (Mary Bartels - Cook) Accent shows off new facility in Jeffersonville http://t.co/GFStPGBc #cctr
  • rlconrad7 (Ryan Conrad) Looking for case studies done on having Cust Serv Depts telecommute. Any info is appreciated! #CustServ #customerservice
  • TELUSsupport (TELUS Support) RT @Jany_Jang: @TELUS @TELUSsupport Shout outs to Lorey for her great #customerservice over the phone - need more bubbly personalities like her ;)
    



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