Once, during a meeting, my colleagues got into a heated discussion, not because they were on opposing sides, but because they misconstrued the tone each other used. Emotions inevitably rose, and an argument exploded—one that could’ve been avoided had both parties used friendlier tones. Customer service is often an incubator for these situations.
Improving the quality of work life your call center agents experience can help enhance the customer experience. How often do you ask your employees how they’re doing? Aside from the typical stress that call center agents face, how difficult is it for them to execute their tasks? Have you ever asked them how they feel […]
How do you know if your call center is a toxic workplace? There are many factors that can cause employee turnovers in the contact center. Sometimes it’s because the employees feel that there’s a lack of career advancement, or they think that the job’s monotonous, or they’ve became incredibly stressed from the intense pressure of […]
Your agents’ experience matters just as much as customers’ happiness. Every contact center’s goal is to deliver an effortless consumer experience. In an ideal world, that means brief (or none at all) on-hold times, quick calls, full issue resolution, and effective customer service reps. But if agents are struggling because of disorganized internal processes, then […]
Are you sure your gamification strategy will work? Since the start of the recent decade, call centers have been using gamification, along with other employee engagement tactics, as a way to improve the quality of work life in the call center. By inserting game elements to the work, it combines work and play, ideally making […]
The ability to adjust your workforce accordingly is key to an efficient and effective call center. Call centers can be tough to manage. There are some days that the workload becomes too cumbersome, such as during peak seasons; but then there are days when it can get too light and boring like during downtimes. And by […]
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. […]
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 […]
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 […]
A strong and positive organizational culture enables call centers to build, facilitate, and deliver great customer experiences. Fostering a positive culture is crucial for contact centers. Your culture—which encompasses your business philosophy and internal practices—is predictive of your company’s performance.
