Category: Call Center Agents

What do high-performing call center agents look for in a company?

Of course, call center leaders want only the best talents for their team, but how can you ensure that you’re hiring only the best customer support agents? There’s a big difference between high-performing, career-minded employees and those who only work for a paycheck. Naturally, you want top-quality candidates for your outsourcing company—those who can aid […]

Helping your call center agents break their bad habits

Bad work habits can seriously damage your team’s productivity and engagement. How can you help agents break these negative practices? Upon spotting employees’ counterproductive habits, most managers immediately confront them and tell them off. More often, however, this isn’t enough to shake away people’s stubborn behaviors. But why are habits so hard to break?

4 Call center practices that stifle agents’ creativity

A call center that fosters creativity among its agents will be able to enhance the customer experience in ways no other organization can. Think about the world’s biggest names when it comes to customer service, including Zappos, Starbucks, and Amazon. These brands have one thing in common: they focus on promoting creativity and independence among […]

7 Useful insights you can gain from call center agents

Your frontline customer service teams possess deep knowledge about your customers, internal processes, and business strategies. But are you capturing their insights? If we’re going to be honest about it, most organizations still exclude their employees from their decision making processes. It’s often because their culture prevents top executives and employees from communicating with one […]

5 Tell-tale signs your call center agents are burning out

Chronic workplace burnout can lead to high employee attrition rates. What should customer support managers do to address this? When you start noticing dips in your customer support team’s productivity levels, it’s easy to assume that it’s just because of laziness. When this happens, your first move would probably be to hold a meeting and […]

5 Things that can help call center agents be more productive

For call centers, efficiency means finding the delicate balance between boosting agents’ productivity and making them happy. Boosting the organization’s performance without robbing agents of their physical and mental well-being will always be a challenge for contact center leaders. Customer support reps are prone to burnout because of the very nature of their job, which […]

4 Reasons why call centers should build culturally diverse teams

Although managing a diverse team can be challenging, evidence shows that working with people who are different from us can make us happier and more productive. A mishmash of ideas leads to innovation According to McKinsey, diverse companies are more likely to financially outperform less diverse workplaces. However, most call center managers frown upon the […]

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