Can incentive plans really boost employee engagement?

Can incentive plans really boost employee engagement?

problematic female call center agent sitting by laptop looking at red opened gift box

To keep productivity levels high, many call centers implement a performance-based incentive system, allowing them to identify and reward their top agents. Can this technique really boost employee engagement?

Rewarding high-performing employees with extra cash or a higher pay is one of the most common engagement tactics that companies employ. It’s especially common among customer service firms, which are known for staggering cases of employee burnout and turnovers. Read More

5 Best practices in building a knowledge base for customer self-service

smiling woman using laptop

Yes, your customers want to solve issues on their own. And that’s why you need to build a knowledge base.

A Nuance report says that around 90% of consumers have used a self-service system to find solutions to their issues. In addition, an estimated 67% of shoppers prefer this over talking to a customer support agent. In fact, more than half of American consumers said they’re more likely to abandon a transaction if they can’t find quick answers to their questions. Read More

3 Lessons you should learn from customer churn

problematic business partners with headache surrounded by leaving people

Customer churn is one of the biggest nightmares of business owners, but you can turn it into a learning experience.

No matter how popular your brand is, losing customers is something you can’t avoid. But instead of panicking and worrying incessantly when your customers start leaving, you need to face the situation with an open mind. Harsh as they may seem, here are the lessons you should try to learn from this kind of disaster. Read More

4 Tips for building a more collaborative call center

young creative office employees brainstorming ideas

If your call center rewards employees’ individual achievements more than team success, it’s time to take a step back and re-evaluate your workplace engagement techniques.

As productivity-driven companies, most contact centers encourage agent productivity by rewarding individual employees’ exemplary performance. Agents are asked to end calls within a set time limit, handle an x number of transactions in a day, and so on. Those with the highest productivity as defined by these metrics are incentivized and hailed as “Agents of the Month.” Read More

3 Obsolete customer service techniques you should abort

angry businessman crumpling paper

Every now and then, we’re seeing new customer service trends that are shaped largely by technological innovations. How well is your call center adapting to these changes?

dead customer service rep in call center skeleton cobwebs

To meet customers growing demands, your contact center must ensure that the strategies it employs are convenient and efficient. It’s not enough to merely run an omnichannel approach. You must also make sure that your platforms and techniques are geared to meet the needs of your clients. Read More

You can’t separate company branding and customer service

close up smiling lips female call center rep

A shallow understanding of what branding is will cause you to focus on its more superficial aspects: your marketing catchphrase, logo, or how your website looks. But your brand identity goes way beyond all these things.

When we talk about company branding, we’re talking about what people immediately think about when they hear your brand’s name. And there are plenty of things that can influence their notions. More than your logo and slogan, your branding is the sum of customers’ experiences with you and their expectations from you. Read More