One would think that empathy would come naturally for everyone, as it’s one of the main building blocks of effective communication. But in our modern world, fixation on technology and the continuously shrinking attention span are crippling our ability to understand how others feel. This is bad news for companies—especially call centers—whose success depends on […]
Call centers need agents who are disciplined and productive, but are strict call center policies the solution? When it comes to call center management, the efficacy of call center policies in enhancing employee productivity is a topic of endless discussion. However, this discourse is highly important as organizations try to strike the right balance in […]
Strong and effective leadership is crucial in call centers. A management approach that suits your organizational culture and reflects employees’ interests can help reduce attrition and turnovers. Aside from this, good leadership boosts work productivity and employee engagement. Competent supervisors create a positive environment wherein agents feel valued and motivated. These qualities, when embedded in […]
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?
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 […]
There’s no one-size-fits-all formula for building a customer-centric brand. But one of the best ways to do so is to align your support and marketing strategies. As more and more company leaders come to realize that customer service and marketing cannot function effectively without the other, the line between the two has begun to blur.
The only way to make your brand memorable is by providing consumers exactly what they want and need. Getting there, however, is a complex and difficult process. Every interaction with your support team presents a valuable opportunity to leave a lasting impression. Customers tend to remember those exceptional experiences where their needs were met, concerns […]
Working as a customer support rep may seem like an unglamorous way to make a living. This job is often dismissed, though wrongly so, as dull and repetitive. Worse, even call center managers make the mistake of looking at customer service jobs this way. Thus, encouraging creativity among frontline agents is often at the bottom […]
Call centers always try to perform at their best, but bad performance reviews still happen from time to time. Check out some recovery measures here. The success of your call center partner directly impacts your brand’s reputation and customer satisfaction. Receiving a bad performance review from your call center can be disheartening, but it’s also […]
What’s your call center’s culture and how can you tweak it to drive up productivity and employee engagement? In 2014, culture was the most searched term on Merriam-Webster, and the lookups weren’t just coming from members of the academe. Although we can’t precisely tell who made those searches, it’s clear that the concept of culture […]
