Performance standards

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.

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.

Call Center Changes Afoot for 2016?

Over the last few weeks, I’ve read several roundup articles of predictions for the call center industry – most of which were written end-of-year in 2015. The predictions largely fell into one of two categories: technical or procedural (though there can be some overlap).

Relax the Call Center Script

I recently read a good Small Business Trends article (Encourage Customer Loyalty with Your Call Center) that discussed an issue I’ve previously mentioned in the context of Shake Shack: it is okay for call center agents to leave the script behind when dealing with customers.

CSR and the Training Cycle

In my last post on call center agent coaching, I mentioned the importance of employee development, and creating an atmosphere in which it’s a constant, ongoing focus. A commitment to call center employee development benefits both front-line personnel and the company. It’s a sure-fire way to consistently improve service, sales and customer satisfaction on the business side (bottom-line improvements), while also raising employee morale and retention.

Call Center Quality Monitoring and Scoring: Five Things You May Not Know, But Should.

Monitoring, scoring and taking steps to improve call quality are the cornerstone of a successful call center operation, irrespective of industry or operational function – whether sales, inbound customer service or otherwise.

Call Center QA: Avoid These Five Common Performance Criteria Mistakes

Customized Performance Criteria Help Measure Development in Call Center QA Processes

In call center operations, properly-defined performance criteria are critical for measuring the professional growth & development of front line personnel and the success of the call center. Performance criteria are used to measure and evaluate the execution of given tasks.