Incentive program

2017 Call Center Trends

2017…yes, we made it!

First some good news: call centers aren’t going away this year (well, not exactly – but more on that later). And while call centers are expected to see an uptick in staffing in 2017 (did you know that 4% of working Americans – about 5 million – already work in a call center?) they are also in the midst of wide-ranging change.

Top 5 Best Practices for Deploying a Behavior-Based Mystery Calling Incentive Program

While mystery calling incentive programs remain one of the most effective ways to encourage agent growth and improvement, it’s important to handle them right. The key word is incentive. Time and again we’ve found that agents respond more favorably to programs they see as opportunities for reward rather than “gotchas” that lead to punishment.

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.

Call Center Operations: Aisle Huddles and Other Performance Improvement Techniques

Call Center Performance improvement

It’s no surprise to call center managers and supervisors that hiring & training a high-performance front line is only half the battle. Identifying  techniques to maintain or improve performance in call center operations – and using them properly to motivate agents & encourage ongoing excellence – plays a key role in call center quality assurance, as well as operations.

Call Center Performance Improvement: 7 Tips for Inbound Mystery Coaching Call Evaluations

The Value of Feedback

First things first: accurate, timely feedback offers tremendous value to both call center front line agents and their employers. Mystery calls – calls where a third party evaluates customer service performance as well as adherence to specific company policies remotely via telephone – are a widely-used practice that let companies keep tabs on agent performance while providing the feedback they need to improve.

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.