This Thursday’s Tip

//This Thursday's Tip

Tips for your Call Center and your business released on Thursdays.

Listen to the voice of your customers when they say, “Get the Basics Right First”

Lately I have found that too many organizations are jumping on the social media bandwagon before ever mastering the basics of serving customers.  The result is an incompatible experience that leaves customers wondering about an organization’s priorities. Earlier this week I was reviewing my insurance bill and was surprised to find it had nearly doubled.   [...]

By | 2016-12-05T15:15:17+00:00 November 11th, 2010|For External Relationships, This Thursday's Tip|6 Comments

Are your Call Center Survey Questions Delivering the Wrong Answers?

Using biased post-call survey results is highly dangerous as operational and call center agent decisions will be based on flawed information. The following are some of the common pitfalls you may not have considered with your call center survey. Biases and errors can arise from a variety of sources. Authors of literature on research methods [...]

By | 2016-12-05T15:15:17+00:00 October 28th, 2010|IVR Post-call Surveys, This Thursday's Tip|0 Comments

The Rest of the 13 Practices that Prove Your Company Cares about its People

As promised, here are the remaining 6 practices that prove your company cares about its people.  We covered the first 7 practices already and those can be found here.  As you may recall the entire 13 practices are an excerpt from Chapter 2 of Survey Pain Relief. 8. Self-Managed Teams. It’s one thing to form [...]

Communicating the Results – Part 3 of a 4 Part Series: Supervisors and Agents

Over the last two weeks, I’ve covered how to communicate the results of your call center to both the Executive Management and to the Operations Team. Today we will turn our focus to the Supervisors and Agents in your call center.  Again, it’s important that each group gets the proper information to perform to the [...]

Communicating the Results – Part 2 of a 4 Part Series: Operations Team

Last week I talked about how to communicate the results of your External Quality Monitoring (eQM) analytics to Executive Management.  In talking about, “know your audience” I was reminded of a trip to Greece.  Today as we turn our focus to the Operations Team, I recall a much more recent story.  In fact, this happened [...]

Communicating the Results – Part 1 of a 4 Part Series: Executive Management

A few years ago, my husband and I took a trip to Greece. We wanted to explore the countryside for a few days and decided to rent a car in Athens. At the reservation desk, the nice gentleman at the counter handed me a road map. Eager to get on our way, I thanked him [...]