Call Center Training

/Call Center Training

Sharing skills and knowledge with call center agents and/or managers to develop personnel increase productivity and raise morale.

VoC Execution Gap in Contact Centers is Huge

Voice of the Customer (VoC) programs in contact centers have been around for more than twenty years. When you tally the analysts in the industry, they will tell you that only a small number of contact centers are reaching a state of maturity using the voice of the customer to generate actionable insight. They will [...]

What is your Contact Center Top Priority?

What’s your contact center top priority? A recent report revealed that 31.41% of contact center leaders had this as their top priority. And in this video I’ll share with you what that top priority is and what you want to avoid in order to move onward and upward faster. In a Special Report authored by [...]

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 [...]

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 [...]

How to Improve Agent Performance without the Ding

Many contact centers struggle with how to improve agent performance. Too fast, too slow, not good enough can create a very contentious relationship between employees and management. Sometimes the relationships turn toxic. Toxic Will Not Improve Agent Performance Nobody that works in a contact center wants it to be a toxic environment. And to many [...]

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 [...]

Delivering that Chick-fil-A Contact Center Experience

As a customer experience consultant, I look at every consumer experience as a learning experience. Last week, I conducted a “quality review” at Chick fil-A® to better interpret the contact center experience. I purposefully arrived during the lunch time rush and joined the line to order just outside the door. It was just like being [...]

Wow Customer Experiences from Contact Center Quality

Do you want to deliver better customer experiences in your contact centers? Do you want customers to be wowed?  Are you happy with your contact center quality program? I know, these seem like stupid questions to actually expect a response. Really, who in their right mind would answer “no”?  This is exactly why I did [...]

Creative customer service wins every time

We’re told all the time to ‘think outside the box’.  In school it meant looking at a passage in a book to see the symbolism; that the words were more than mere words.  In the call center it means something as simple as creatively solving a customer’s problems. I recently tried to book a summer [...]

How to deliver bad news to smart meter customers

The deployment of smart meters has generated a tidal wave of data for utilities to manage and beyond the initial data storage challenge, there exist real questions about how to use and share this information with consumers.   In an article published on smartgridnews.com back in 2009, Jack Danahy estimated that 140 million smart meters installed [...]

You vs. your competition, head-to-head, how’d you do?

A few weeks ago I had a mishap with an electronic billpay that brought together - and then set apart -three financial institutions.  Admittedly, I made a mistake in creating the electronic payment request.  My local bank generated a physical check rather than transferring the funds via ACH (Automated Clearing House), and sent it on [...]

Your contact center agents have an expiration date

Did you ever think your agents have an expiration date? Many of us in call centers chase the holy grail of higher agent tenure, assuming that agents will use the additional knowledge and experience attained through tenure to better serve customers. The unfortunate reality, according to customers, the more tenured agents don’t deliver a better customer [...]

Who knows when call center agents burnout first?

My friend Julie has taken call after call as an agent for nearly 10 years. I have it on good authority that Julie is one of the best agents out there, but it’s been my experience that Julie is the exception and not the rule. Do you think Julie and other call center agents burnout [...]

New advancement in training: Just throw ‘em under the bus!

As part of our customer intelligence services, I take our business partners through the analysis of their survey results on a monthly basis.  A common first question is often “Why is satisfaction with the company so much lower than satisfaction with the agent?”  My answer is always, “for many reasons!”  Agents are engaged in their [...]

By | 2016-12-05T15:15:16+00:00 November 24th, 2010|Call Center Agents, Call Center Training|1 Comment

All-star Agents and their secret game time strategy

In some shape or form, at work or at home, we all want to be all-stars, right?  At least I think most of us do.  Call center agents, who value their jobs as well as the organization they work for and take pride in delivering top notch customer service, consistently strive for this achievement.  These [...]

By | 2016-12-05T15:15:16+00:00 November 23rd, 2010|Call Center Agents, Call Center Training|1 Comment

Rev Up Your FCR Rate

This guest blog post is written by Greg Levin, He has been researching, reporting on and satirizing contact centers and customer care since 1994. First-contact resolution has been a hot call center metric for years now. There are white papers and articles galore on the topic, and entire conferences and online forums dedicated to it. [...]

Avoid Call Center Schizophrenia from Pay for Performance – Part 2 of a 2-Part Blog Series

Whenever I have an opportunity to visit a business partner’s call center, I take a few minutes to conduct a rather un-scientific test, call it morbid curiosity.  As I pass by cubicles and am introduced to call center staff, I always ask how agent performance is assessed.  To me, the variety of responses I hear [...]

Avoid Call Center Schizophrenia from Pay for Performance – Part 1 of a 2-Part Blog Series

When reflecting on the life inside a call center, it’s easy to believe that we are patients that are often not medicated to control our delusions. Not only is it insanely intense, it is also a place of constant contradiction. We often have expectations of our employees and our call center agents to adhere to a specific model intended to produce a controlled response (a great service experience). In the same breath, we also expect that model to produce the opposite results (do it fast, right and cheap). Isn’t this setting your team up to feel schizophrenic? In the Pay for Performance model, call center agents are being paid based on metrics such as number of calls handled and number of minutes spent on those calls. This is the expectation set forth. At the end of the month, organizations are left scratching their heads as to why customer satisfaction scores are so low. This 2-Part series will dive into the schizophrenic world of Pay for Performance and introduce a model that works much better in the call center world.

Work-at-Home Agents Damage Net Promoter and Customer Satisfaction. Is this Preventable? A Call Center Case Study

Work-at-home call center agents perform worse at net promoter and customer satisfaction. What went wrong and how to prevent it. To take advantage of this growing trend requires a different way of thinking and relationship analytics to correct your course.