A trend that’s taking customer service centers by storm is hiring remote agents. Traditionally, a call center has been a physical office location where managers can work closely with agents to resolve customer problems. Today, better technology is making remote agents a viable and affordable possibility. Here’s a closer look at the trend and how […]
Category: Workforce Management & Optimization
The holiday season is quickly approaching, and you know you need to add staff to help your call center keep pace. You’ve defined your roles, planned your training program, and even set aside time to conduct interviews. Yet, as the candidates apply, how can you quickly vet the candidates who are most likely to succeed […]
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.
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 […]