The Contact Center’s Role in Building Self-Service
Many organizations are learning firsthand that contact centers play a central role in encouraging and supporting low-cost access channels. For example, the contact center can provide a wealth of information about which contacts can be automated or handled in customer...
Quality Standards: As many as you need, but as few as possible
Can you have too much of a good thing? Well that can certainly be true with quality standards. If you have way too many, your team will become numb to them. My recommendation is to establish as many quality standards as you need, but as few as possible. In one of my...
Time-Tested Tips for Handling Tough Contacts
How equipped are your agents for those situations when something is going wrong? When customers are clearly upset? Here are some time-tested tips: If your organization messed up, acknowledge it in a sincere way—and in plain language. (How often as a customer do you...
Employee Engagement: A Key Metric in All Service Environments
Employee engagement should be a key metric in all service environments. Research shows that employee engagement influences – even drives – customer satisfaction and loyalty. Retention, productivity, and quality are all strongly and positively correlated...