As a call center manager, you interact with a wide range of different personalities. Adapting your style to effectively manage each type of agent and help them achieve maximum productivity—and maximum customer satisfaction—can take a dash of magic. Here is a closer look at four types of agents and how to manage them effectively.
Category: Workforce Management & Optimization
The CEO of a 1,000-person Midwestern company spends at least an hour every 2 weeks with his or her customer service team. On the surface, this group is many layers removed from the CEO and can be managed by a customer service supervisor. Yet, his or her experience suggests that these two parts of any […]
For many businesses, the holiday season represents a kind of customer service “code red.” The volume of requests goes up, as does the pitch when stressed customers are looking for products, angry about shipping mishaps, or taking up a lot of agents’ time with seasonal chatter. Helping to prepare your agents to manage the volume […]
When you’re dealing with customers, it’s tempting to give each one a huge block of time and attention. But here are some tricks to make your customer service efforts a bit more efficient.
During a recent visit to a restaurant’s drive-thru, I was given my order—which included a beverage—but the server failed to include a straw. I sat in my car for close to 1 minute waiting for the window to reopen so that I could request the missing straw. Upon receiving my straw, I drove away. In […]
Is your customer service team ready to take on the needs of a global customer base? As companies expand, it’s important to train your customer service team to be comfortable dealing with a wide range of cultures, languages, and business customs. Here’s a closer look at four tips that top international companies use to deliver […]
If there’s one key performance indicator that contact center managers need to keep a close eye on, it is time: how long customers wait; how much time customer service representatives are spending actively taking calls; and perhaps most importantly, how long each customer service call takes. As a manager, one of your most important goals […]
As contact centers increasingly focus on streamlining their process to handle more calls in less time, it’s natural to hone in on metrics. The average time to handle a call gets the most attention, but an important drag on your overall productivity may be after-call work time. Here’s a closer look at what managers need […]