5 Tips for building a high-performing omnichannel team

omnichannel customer support agent holding headset by tablet computer in office

Call centers need to build a consistent and memorable customer experience covering all channels, both digital and non-digital.

To do this, you need a high-performing omnichannel team that can successfully implement your customer service strategy. At first, however, you may find this task challenging or you may be clueless as to where you should start.

Here are five tips you’d find useful during this process. Read More

Increasing engagement among newly hired customer support reps

new employee in suit to his back with im new post it note

Creating an organizational culture that promotes staff engagement is a continuous process. How should call centers engage new hires and make them feel part of the team?

From the moment new agents enter your company, you need to make a good impression. Here, trainers play a crucial part, as they’re the ones responsible for onboarding fresh hires, familiarizing them with the company, and making them feel comfortable in the workplace. Read More

Using big data to measure and drive up employee engagement

happy group office workers toasting drinks

Over the last years, as managers have begun to realize the value of their people, employee engagement emerged as a big topic in business.

But even if we keep talking about staff engagement and employee satisfaction, many organizations still fail to keep their best talents working for them. In fact, in the US, it’s estimated that only 32% of employees in the US are engaged—meaning they’re involved and enthusiastic in the workplace. Worldwide statistics is even more dismal, with only 13% of workers happy with their jobs. Read More

10 Common causes of tension between call center employees

young women in office arguing

A call center is typically made up of professionals coming from different cultures or backgrounds. Thus, they’re likely to have differing workplace habits and values, all of which can result to conflicts.

It’s important to resolve any form of disagreement between and among employees before it escalates into a full-blown chaos. An unhealthy workplace may dampen employee engagement and productivity, both of which are crucial in the customer service industry. 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

The importance of emotional intelligence in call centers

diverse business team looking at laptop

Although the idea of emotional intelligence, or EQ, is relatively new, it has already been embraced by organizations across industries—including call centers.

The term emotional intelligence was first mentioned in a 1964 paper by Michael Beldoch. However, it was only in 1990 when it was explored in-depth by two psychology professors: Peter Salovey (Yale University) and John D. Mayer (University of New Hampshire). The term’s coinage has since been largely credited to the two professors. Read More