Spotting the signs of workplace toxicity in the call center

angry woman with mad mob behind

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 the work environment. Sometimes, they even feel that the pay you give isn’t enough for them to stay. Working in a call center is already a stressful endeavor for employees. But maybe your workplace environment itself is what’s turning off your agents. Read More

Make your call center agents’ lives easier

excited call center agents

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 here’s a sad news: all these are a lost cause. Read More

5 Mistakes to avoid when developing your gamification strategy

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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 working in the contact center a bit less dreary. However, it’s not that simple at all. Read More

5 Best practices in implementing gamification for your call center

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Gamifying your call center is more than just making work more fun. It requires good intentions and effective execution.

Gamification has always been touted as a way to alleviate the persisting employee attrition issues of the call center. Ideally, it seeks to improve employee engagement by introducing gamified element to a particular task. In short, it mashes work and play. It strives to create healthy competition and camaraderie among your contact center agents. In that sense, gamification seems to be a panacea for the industry’s turnover concerns. Read More

Maximize your call center workforce through forecasting accuracy

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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 predicting the volume of incoming customers calls, your workforce becomes more manageable. Read More

Increasing engagement among newly hired customer support reps

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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

In customer service, tiny improvements matter

busy call center agent speaking to caller surrounded by customer service coworkers

Business leaders are often trained to think big, analyze the overarching narrative, and place more weight on the bigger picture. When we talk of process improvement, however, even the tiniest tweaks matter.

Take for example customer service. Customer relations experts know that there’s no quick formula to improve the way they deliver support to their clientele. The process is long, research-heavy, painful, and difficult to implement. It’s also marred with trial and error, as not every technique used is sure to yield desirable results. Read More