4 Tips for building a more collaborative call center

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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

The 4 biggest issues call center managers must tackle

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Changes in technology, business strategies, and buyers’ preferences are transforming the customer support landscape.

To cope with this constant flux, call center managers must keep reshaping and reorganizing their processes. To do so, they must update their objectives, acquire new tech tools, and carry out new customer experience strategies.

tiny human figures standing before compass

The question is: Are they heading to the right direction? Read More

How can call centers recover from bad performance reviews?

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Call centers are always working hard to deliver excellent customer support. But no matter how good they are at their craft, most of them are bound to get poor performance reviews at some point.

These setbacks are a natural part of running a contact center. You may think you have outstanding employees, high-caliber tech tools, and robust strategies, but you can’t always maintain a stellar performance. Despite rigorous planning and stringent monitoring, you might still end up committing mistakes or overlooking pertinent aspects of your customer support operations. Read More