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Performance


How to Live Forever; Well Kinda…

Tuesday February 1st 2011 12pm Rated 1 2 Comments Leadership Continuous Improvement People Performance
How to become a great leader cannot be achieved by reading a step by step article (even if it does have numbers in the title), it requires a commitment to a cause only you decide is worthy of your effort...
Community

Essential Readings in Quality Monitoring...

Wednesday September 29th 2010 3pm Rated 0 2 Comments Performance Quality Call Monitoring Book Review
Books on Quality Monitoring for your reference library...
Community

Back To The Future For 2012

Tuesday January 10th 2012 1pm Rated 4 1 Comment Management Performance
Ah, the time of year for resolutions! As I look back on 2011 and consider my resolutions for 2012, I wonder how much has really changed in the contact center industry and how much has stayed the same. After all, don't we struggle with the same old recurring issues year after year? Agent attrition, low and/or erratic performance (be it sales close rates, technical support issue resolution, etc.), poor service level delivery, and intense cost pressures – go back to 1995 and you'll see the same list of issues. So, what has changed and what can we do about these issues in 2012 to actually improve contact center performance?

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

Business & IT Collaboration: IT‘s View

Monday August 23rd 2010 2pm Rated 1 1 Comment Technology Optimization Lifecycle Collaboration CRM Implementation IVR Performance SLA Support Contact People
It’s like falling in love again: How to renew positive relationships with contact center technology and those who deliver it.
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

Three Steps for Attacking Adherence Problems

Tuesday January 24th 2012 8am Rated 3 0 Comments Management Performance People Coaching
Ask a group of workforce management professionals about their biggest problem and a high percentage will tell you that it is schedule adherence. Enormous effort goes into forecasting workload, calculating staff requirements, and creating staff schedules. But all that hard work goes down the drain when the frontline staff don’t stick to the schedule plan.

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

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

Employee Performance: Maximizing Average Performers

Monday August 30th 2010 3pm Rated 2 0 Comments Performance Employee Engagement People Coaching Motivation Career Development Skills
One size does not fit all when it comes to managing employee performance. Guidelines for developing your middle performers.
Community

Contact Center Performance Measures

Wednesday August 25th 2010 3pm Rated 2 0 Comments Contact Performance Balanced Scorecard Multi Channel Benchmarking CRM Customer KPI Data
Call centers are poised to play a key role in customer retention and value, but most still rely on cost-efficiency metrics to drive performance.
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.

Need Wholesale Performance Improvement? Start with Recruiting!

Friday August 3rd 2012 12am Rated 1 0 Comments Performance Improvement Quality Hiring
Satisfying customers who contact organizations through the contact center is not merely the result of having good processes (although effective processes are needed). You have to recruit and train agents who have the correct skills to handle transactions effectively and efficiently. You also have to recruit, hire, train, and manage supervisors who have the right skills to manage agents to high performance. To do that, you have to clearly define what skills and knowledge are needed for agents and supervisors.

Engaging Your Agents: How Web-Based 3-D Animated Gaming Simulations Lead to Better Performance, Higher Revenues in Call Centers

Friday June 8th 2012 8am Rated 1 0 Comments Customer Service Performance People Motivation Management
There are 183 million active gamers in the United States, who spend an average of 13 hours per week playing computer or video games. Imagine tapping into the energy and the talents that these gamers use to master Guitar Hero or to harness the motivation that they have for organizing complex raids and quests in multi-player online games. With this level of commitment, we would have a powerful tool for increasing employee effectiveness.
Community

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?

Reaching Inward: the Key to Providing First Call Resolution

Thursday December 22nd 2011 10am Rated 1 0 Comments Performance Management
Few people in the contact center industry would disagree that in this tough economic environment, good service and high customer satisfaction levels can make the difference between winning and losing business. The ability to resolve an issue upon the customer’s first call has become one of the most powerful measures of a contact center’s success. In fact, if a contact center increases call resolution, not only is the quality of customer service improved, but also customer satisfaction levels climb while operational costs are driven down.

Finding the Right Balance: A look at performance management for Contact Center Professionals

Wednesday November 23rd 2011 6am Rated 1 0 Comments Performance Inbound
For those who have worked and managed in the financial call center sector, the transformation from service center to distribution channel has had significant impact on the industry.
Community

Keep Your Frontline All-Stars Productive

Thursday September 2nd 2010 1pm Rated 1 0 Comments Coaching Career Development Performance
Tips for avoiding the five biggest mistakes managers make when coaching high performers.

How to Measure Supervisor Performance

Tuesday August 31st 2010 1pm Rated 1 0 Comments Supervisor Performance Measurement
Move beyond team averages to address the behaviors and skills that drive employee and customer satisfaction, and business results.
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