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Agent


Agent Retention: A Three-Pronged Approach

Friday October 26th 2012 8am Rated 3 1 Comment People Retention Agent
Is your call center a revolving door for agents to enter and exit on a regular basis while you strive to maintain customer service levels and balance operating costs? Investment in recruiting and training agents is costly, and when agents leave for thirty cents more an hour at a center down the street, that investment becomes a wasted resource. The value of call center agents is indisputable; how to best retain your investment in them is more complex.
Community

Post-call IVR Surveying: Analytics Famine to Feast

Monday February 11th 8am Rated 1 1 Comment Agent Analytics Continuous Improvement Quality IVR VOC Change Management Benchmarking
We all talk about low-hanging fruit. But what happens when the fruit hangs on the tree too long? Some organizations are having a juicy voice of the customer feast with their post-call IVR surveying programs and obtaining analytics on company, contact center, and agent performance. Unfortunately, most have low-hanging fruit that is just rotting on the tree, causing starvation and an odiferous environment. You can avoid a famine and have a feast on low-hanging fruit if you avoid three common post-call IVR surveying mistakes.
Community

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.
Community

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.
Community

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.
Community

Making Choices: Empowered Agents or Script Junkies?

Tuesday May 15th 2012 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.
Community

Is Your Coaching Really Making a Difference?

Thursday January 5th 2012 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.
Community

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.
Community

Strolling the Contact Center Floor

Friday May 31st 12am Rated 2 0 Comments Team Agent Management Performance
When is the last time you spent quality time on the contact center floor? If you are a supervisor I suspect you spend the majority of your time on the floor. If you are a manager or above, how often do you spend quality time on the floor with your agents and supervisors?

Managing Gen Y in the Contact Center

Friday May 17th 12am Rated 2 0 Comments Agent People Performance Management
Gen Y, which represents 58% of the contact center work force, has different work/life expectations and interests than previous generations. On average, by the time a Gen Y has reached the age of 26, they will have had 6 to 7 jobs.
Community

How Chronic Problems Can Cause CSRs to Stop Trying

Friday March 22nd 12am Rated 2 0 Comments Performance Agent Management
Jim was a technical support representative for a software company. You could hear the resignation in his voice as he explained that customers were usually furious because they had been on hold for so long.
Community

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?
Community

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.
Community

4 Principles Behind a Successful Incentive Program

Friday May 3rd 12am Rated 1 0 Comments Agent Incentives Quality
An incentive program must produce a positive return on investment, otherwise it’s not worthwhile. My benchmark is an improvement of at least 20% in KPI’s. The program cost should be around two hours worth of labor cost per employee per month. For example, if paying $12 per hour, plan to spend $18 to $30 per month on incentives and program administration. This results in an excellent ROI.
Community

Turbocharging Agent Performance and Satisfaction through Agent-Friendly Technologies

Friday March 8th 7am Rated 1 0 Comments Agent Performance Technology
A call center manager once told me that in the last twenty years she had yet to see the introduction of new call center technology that actually made life easier for her agents. She was just highlighting in a succinct way the fact that while new technology is continually being introduced into contact centers to support new products and services, it has generally not been done with the agent “top-of mind”. Agents are, more often than not, left to deal with an increasingly complex work environment with which to perform their daily tasks.

From Egg Salad to Customer Service

Tuesday March 6th 2012 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.
Community

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.
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