employee development

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.

The ‘Effortless Transaction’ & Operational Improvements on Tap for Call Centers in 2016

Effortless Transactions for Effortless Customer Experiences
Divining future trends in the call center industry is guess-work, at best. Predictions tend to run the gamut – more automation, improved workflows, better and more accurate QA. But we’re all in agreement on the rising importance of the ‘effortless transaction.’

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.

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.

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.