4 Unique ways to give your call center agent training a boost

call center trainer assisting customer service trainer

Customer service training and performance assessment are the two most important pillars of high-quality support.

Many call centers spend a huge portion of their budget to improve their employees’ skills. They create and implement their own customer support training programs specially tailored to their agents’ needs. While these may be effective, they alone may not be enough to raise the quality of agents’ performance. 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

Why agent journey mapping matters in customer service

stressed call center rep

For sure, you’ve heard about customer journey mapping, but what about agent journey mapping?

The agent’s journey refers to the series of processes or steps that employees go through when delivering customer service or performing other tasks. It’s an area that’s often overlooked when companies assess the customer experience. Typically, call centers would only focus on the consumer’s journey. But this one-dimensional approach leaves a gaping hole in your overall business strategy. Read More

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

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