Category: Performance Management

Should you end your partnership with your current outsourcing service provider?

James Glenn Gomez

businessman ripping apart contract

Outsourcing your business process can be detrimental to your company—if you chose the wrong solutions provider.

You decided to outsource your customer support service. You want a company that can assure your customers that they’re in the right hands, without you draining much money. A solutions provider offers you an attractive offer which might seem like what you’re looking for. You decided to accept their offer and you two begin your fruitful business relationship. You realized, however, that it wasn’t as fruitful as you wanted it to be. Read More

5 Best practices in implementing gamification for your call center

James Glenn Gomez

coworkers office team in meeting boardroom high five

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

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

Faith Ocampo

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

Faith Ocampo

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

Faith Ocampo

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