front line personnel

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.

Customer Retention or Customer Acquisition? It’s Not Even Close.

Landing a customer is one thing, but retaining them is a whole different game. It’s a well-known fact that acquiring a customer is more expensive – and more difficult – than keeping one. Let’s face it – a customer knows your brand and is already familiar with your products and services, so – while not effortless – keeping them as a customer has to be easier right?

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.

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.

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.

Bringing it into the Home: Customer Service in the Field

Customer service isn’t what it used to be, but I don’t mean that in a negative sense. In fact – by nearly every measure – companies are working harder than ever, from training through resolution, to resolve customer issues quickly and to provide a positive customer experience.

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 Centers Go Home: Successfully Managing Remote Front Line Agents

First, some bragging rights: we’re early adopters. Ted Turner once said “I was cable before cable was cool.” In a similar vein, CSR went virtual before virtual was cool – and it wasn’t nearly as seamless from a technology standpoint as remote agent systems are today.

The Best of the Worst Customer Service

There are so many examples of truly horrible call center experiences out there. Just Google ‘worst customer service stories’ and browse through some of the 13.8 million results. As you read about some of these customer service incidents, believe me – the outrage will build:

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...

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.

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).

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.

Handling Difficult Call Center Callers: The Art of Thick-Skin

Yes, the customer experience is ‘all important.’ But even pros will tell you it can sometimes be a challenge.

Practically everyone in business has encountered an angry, hostile customer.

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...