Running a new business would be less challenging if you have some much-needed expert help. Enter startup outsourcing. Starting a new business venture is an exhilarating and challenging endeavor. As a business owner, you have a multitude of tasks and responsibilities on your plate. One strategic decision that can significantly impact your success is startup […]
A declining organizational culture is the last thing your business needs. Here are 8 signs your brand is going on a downward spiral. A healthy and thriving organizational culture promotes employee engagement, innovation, and customer satisfaction. However, there are signs that indicate your culture may be deteriorating, potentially leading to negative consequences for your business. […]
A call center is typically made up of professionals coming from different cultures or backgrounds. Each employee is likely to have differing workplace habits and values, all of which can result in 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 […]
Mapping the customer’s journey is important, but did you know that agent journey mapping is also a thing? Discover why it matters here. Delivering exceptional customer experiences requires a deep understanding of the customer journey. However, it is equally important to consider the journey of the agents who provide that service. This is where agent […]
If you’re not training your newly promoted team leaders, you may just be setting them up to fail. Staff and project management—which is the primary role of leaders—is a massively challenging task. It’s thus not surprising that many professionals, even those handpicked for this task, underperform or fail outright once they move into this role. […]
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 […]
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 […]
Sometimes, tough decisions have to be made in the workplace. These are what every call center team leader has to deal with in these situations. Call center leaders play an important role in ensuring exceptional customer service and driving business success. They are responsible for managing a team of agents and making critical decisions that […]
Having a diverse team of customer support agents is highly beneficial to a business. But let’s talk about the variety of high-performing ones. Customer support agents play a critical role in delivering exceptional experiences. They are the frontline representatives who handle customer inquiries, resolve issues, and uphold the reputation of a company. However, not all […]
On average, how long do your customer service reps stay in the company? No one would be surprised if your agents’ average length of stay in the company is pretty low. After all, contact centers are notorious for sky-high employee turnover rates. While the median staff tenure across US industries for the 25-to-34 age group […]
