CSR

Customer Satisfaction Surveys: Stop Guessing What Customers Care About

What Matters to Your Customers?
Do your customers care if call center agents address them by name? Does it make a difference? What about product knowledge – should agents know every single product detail? If you don’t know, you should definitely find out – especially if you are training and measuring agents on a specific behavior such as using the customer’s name a few times.

How Important is Training for Call Center Supervisors & Managers?

Customer Service Starts With Coaching the Coaches
Many times when we think about Call Center Quality Assurance, we focus our attention on the front line agents. We also tend to focus most of the training & coaching in a customer service organization on customer service reps (CSRs). Front line agents can only perform to the level of quality they are trained to know.

5 Must-Haves for a Successful Call Center Quality Program

An effective call center quality program is vital to keeping your call center running at peak efficiency. But making sure the program itself is also high quality is just as critical. At best, a poorly-designed or badly-executed program will give you an inaccurate picture of what’s working and what’s not. At worst, it can do serious damage to agent morale and productivity.

Technology to Improve Call Center Agent Engagement & Productivity

Earlier this month, I discussed the growing trend towards home-based call center agents. It’s a field that – without a doubt – has been exclusively enabled by technology. But the role of tech in the call center industry stretches well beyond enabling virtual agents.

Achieving Results-Driven Quality in Call Centers

Taking the Right Measurements, Analyzing the Right Analytics and Implementing the Right Coaching Techniques

Putting the Right Measurements in Place
Many people in your organization, from the call center front line to the C-suite, make decisions for your customers and interact with them. To ensure your customers get the best possible service and experience...

Translating the Art of Customer Service into the Science of Quality Measurement

In Quality Assurance World, customer service and customer experience are both vague concepts, given that they are not always easily quantifiable in hard numbers. But as a company that focuses on improving call center quality, it’s our job to capture and measure those obscure data points.

Knowledgeable Phone Reps, the Hold Button and Happy Customers

For the last few years, the mantra of most customer service organizations has been “let’s provide memorable customer experiences.” The customer experience has quickly – and quite firmly – taken the top spot in the goals of most (but not all) organizations.

8 Coaching Tactics for Improving the Customer Experience

No matter how skilled a front line customer service agent is, they can always benefit from coaching. Coaching equips a less experienced agent or poor performer with the tools to improve, and motivates high achievers to stay at the top of their abilities. It also lays out a clear path for them to keep challenging themselves to improve.

Call Center Turnover Negatively Impacts the Customer Experience

Trained Agents Translate Into Customer Retention

Is it any wonder companies are waking up to the power of the customer experience? When customers calculate whether they had a good experience with your company...

Understanding Rewards-Driven Call Center Employee Development Programs

A few months ago, I read a LinkedIn Group post regarding reward programs for front line personnel. The conclusion was that such programs were only marginally effective, at best.

Coaching the Coach

Knowledgeable, Trained Call Center Directors and Managers the Key to Improving Quality

Quality Training Pays Huge Dividends
Wandering around a tradeshow floor, I found myself following two gentleman down an aisle. “It sounds like you’ve got quality problems. You’ll definitely want to pour money into agent training,” one said to the other. “I would, but my budget is getting hammered,” was the reply. The other nodded in agreement: “Yeah, quality costs.”  (I admit to eavesdropping. I had to. They dropped the ‘Q’ word.)

CSR Inc. Partnering Success Story: Increasing Sell-In Rates & Winning Industry Awards

The rise of competitive providers over the last 15 years has slowly eroded a portion of traditional cable subscribers. Cable TV providers nationwide have experienced high degrees of customer retention issues, and have (accordingly) expressed varying degrees of apprehension over the growth of competitive providers.

Front Line Call Team Training: Turning Order Takers Into Sales Makers

Let your front line build your bottom line.

Shifting from a customer service- to a sales-oriented call center is not as simple as merely declaring a new policy. It’s a multi-step process that requires revising the way a Company manages recruitment & hiring, internal and external messaging, training, front line communications, accountability and more.