Reinforce the “Power of One”

Here are some of the steps organizations are taking to reinforce the power of one. Think through how you could approach them with your customer service team. Educate each person on how much impact he or she has on the queue—incorporate these or similar scenarios into training. Develop reasonable expectations for adherence to schedules. Customer service is as much when …

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The Power of One: Every Agent Matters

The power of one is among the most important principles for any agent to understand. This video shows the impact each person makes on service level, occupancy and average speed of answer. Using actual data, the video makes it clear that every agent matters to both customers and their co-workers. This video is from the course Customer Service: Working in …

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