Call Center Agents

/Call Center Agents

A call center agent is the person who handles incoming or outgoing customer calls for a business such as account inquiries, customer complaints or support issues.

Stop the Freaking Customer Feedback

I am a dreamer and an optimistic person, but I am not blind to reality. I believe in the human spirit and that we can overcome obstacles. I have always been a defender of the weak and a fan of underdogs. I want to help people find greater success. I specifically want to help those [...]

What to aim for with your Contact Center Budget

It is most certainly true! Managing in a contact center can be very (very) stressful. But much of the stress I witness and get asked about doesn't have to be as stressful as it's made out to be. One of the biggest stress creators that seems to be most prevalent across a wide range of contact centers [...]

5 Ways to Show Contact Center Agents Love

People are motivated by love (things that we want), or by fear (things that we want to avoid). It’s too easy for contact centers to be driven by fear and the things we try to avoid. Therefore, one of the most important things that you can focus on is fostering an environment of love for [...]

Notes on Thriving in Contact Center Performance Webinar

In the webinar Thriving in Contact Center Performance: Your Quality Recipe for Awesomeness (check webinar times) you will find several helpful pieces of insight that can help you to get higher performance from your supervisors and agents. Another thing you will find are several good quotes that you can use to help inform and educate [...]

Improving First Call Resolution in your Contact Center

This case study has been updated and included with an additional case study in the Maximum Agent Performance Report: The Astonishing Truth for Contact Center Leaders.    Improving First Call Resolution is easier when you avoid the mistakes found in this case study... This white paper is based on a six-month case study of two [...]

5 Ways to Show Customers Love and Get it in Return

One of the most important things that a business can focus on is showing customers love. Doing so enables lasting relationships with the customers. While connecting with customers through a contact center can be difficult to show customer love, it has become a very effective path used by leading companies. Through their devotion to the [...]

Unearthing Time to Coach Contact Center Agents

Practice makes perfect. We tell our children this all the time. There is no way to become an expert at a task without investing the time to practice. We suffer from listening to 10 minutes of recorder practice every day so the Christmas concert and the Spring concert are good (relatively speaking, that is). Even [...]

3 Things Enable Agents to Increase FCR

Everyone knows that repeat callers are expensive, even really expensive. That’s why most companies track First Call Resolution (FCR) as a metric on their agents’ scorecards. Hold them responsible for FCR and the percentage will improve, right? Maybe not. Your plan may be undermined by your company and its internally created road blocks that make [...]

How many different types of customers do you serve?

Have you ever stopped to determine how many different types of customers you need to serve? The importance of having this type of customer insight became even more clear to me when I read an article written by the editor for Harpers Wine & Spirit, Richard Siddle. In the article, he summarized a recent study [...]

Yes, You accidentally cause agent burnout

Hi, my name is Susan. I’ve worked in the Customer Service Department for my company for just short of 20 years now and I absolutely love most everything about it. I’m one of the top ranked agents in the department and, according to the masses, I work for one of the best managers in the [...]

Why you must remove Handle Time from Scorecards

What? Remove handle time from agent scorecards?! Yes. You also need to do something else. This case study example provides a model you can use to prove why you must remove handle time from scorecards. If you have already taken this action, please share your results. Recently Customer Relationship Metrics published an e-book and self-assessment [...]

How do channels like e-mail, chat, Twitter and Facebook impact the agent

Recently Matt McConnell interviewed Jim Rembach at Customer Relationship Metrics; the original post is located on Intradiem's blog. In an effort to provide better customer service, contact centers have added more channels of communication. But how do channels like e-mail, chat, Twitter and Facebook impact the agent? Ultimately, it’s a balancing act, says Jim Rembach, senior vice president [...]

Free Webinar on 7 steps to Stop the #1 Contact Center Problem features Jim Rembach

On Thursday, August 22, 2013, Jim Rembach of Customer Relationship Metrics drew upon his extensive domain expertise in contact centers and shared with participants some of the reasons 99% of contact centers fail to leverage the seven main elements that make a contact center great. Almost every industry finds that true employee engagement is a [...]

By | August 14th, 2013|Call Center Agents, Customer Experience|0 Comments

Does your survey process protect agents from vulgar customer comments?

“Did you fail to put in a process that prevents agents from receiving vulgar and obscene comments?” is a question that was included in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook and self-assessment located in our resource library for contact center leaders. Take advantage of our knowledge and experience accumulated over the [...]

Does your survey only have questions about agent performance?

“Do you only have questions about agent performance?” is a question that was included in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook and self-assessment. The eBook and self-assessment includes diagnostic questions that will help you to identify any of the many problems I have come across since inventing post-call IVR surveying in [...]

Why you can’t afford the contact center of tomorrow

The reasons why you can’t afford the contact center of tomorrow may not be for the reasons you think. It used to be that anyone who could type and was nice, was perfect to sit in a call center seat. Well, it’s not 1980 anymore and we have contact centers now. The archaic mindset of thinking that these are very simple jobs and therefore do not warrant higher education or provide a greater wage than the minimum is just not the case anymore. If you say it aloud it doesn’t even make sense, “I want to hire a multi-tasking problem solver, who is also empathetic, talented, and committed but I only want to pay them $10/hour.” See?  Crazy. The contact centers jobs have become more and more complex with each passing year but the mindset hasn’t changed. […]

How to safeguard against customer experience inconsistencies in your call center

Have you ever been disappointed going to a restaurant based on a friend’s recommendation but the great food and service they raved about, and you expected, was just the opposite? I don’t know what’s worse, having the bad experience or lying to your friend so their feelings are not hurt. Unfortunately, the same disappointment happens [...]

Send all of your Crazy Customers to Zappos Contact Center

Zappos wants to provide excellent service to everyone in their contact center, including the crazy customers that want to stay on the phone for 10-and-a-half hours. This story makes me really sad.  You know, I love a good public relations story just like everyone else.  And when you hear many of the (genuine) customer service [...]

By | December 28th, 2012|Call Center Agents, Customer Experience, Pain in the Ass|0 Comments

Do contact centers hate families or LOVE Black Friday more?

Has the growth of contact centers along with consumer and Wall Street demands ruined it for families? Has Black Friday gained more societal power than friends, family, and fellowship? I was asking myself these questions as I read about Target Corporation opening stores on Thanksgiving evening instead of Friday morning. Then, I started to think about [...]

By | November 13th, 2012|Call Center Agents, Customer Expectations, Social Media|0 Comments

Crafting the perfect Call Center Manager

If you could create the perfect call center manager, what would he or she look like?  Specifically, what traits or management styles would s/he have?  What attitudes or knowledge would s/he bring to the table?  While you find some of your perfect traits during the interview process, it is difficult to find all of the [...]